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HP Gives Away Email and Chat Tech Support

PALO ALTO, Calif., June 14, 2006

Customers of HP’s consumer products can now email or chat online with tech support agents free of charge after their warranties expire.

“Customers still need help after the warranty ends,” said Bob Weis, vice president, Customer Operations of Consumer Products – Americas, HP. “We give consumers a safety net by giving them a place to turn to get their questions on their consumer products answered at no charge.”

HP’s email support leads the industry with an average response rate of 10 minutes; more than 90 percent of emails are answered within an hour. Use of HP’s real-time chat support has grown more than 140 percent in the past year as consumers are increasingly turning to the web.

“Hewlett-Packard has successfully leveraged reactive chat for addressing issues with moderate to high complexity and for troubleshooting,” said Zachary McGeary, associate analyst at JupiterResearch, in a recent report.(1)

Both the email and real-time chat are currently available and can be accessed in North America on PCs, printers, cameras and other consumer products. Customers can access chat or email options at http://welcome.hp.com/country/us/en/contact_us.html. Email and real-time chat are available 24x7 and are part of HP Total Care suite of services.

HP Total Care was recognized by J.D. Power and Associates for consistently providing “An Outstanding Customer Service Experience.”(2) In addition, HP received two STAR Awards for Best Practices from the Service & Support Professionals Association (SSPA) and was inducted into the SSPA Hall of Fame for winning its fifth award. The Association of Support Professionals chose HP’s consumer support website as one of the “Ten Best Web Support Sites of 2006.”

About HP

HP is a technology solutions provider to consumers, businesses and institutions globally. The company’s offerings span IT infrastructure, global services, business and home computing, and imaging and printing. For the four fiscal quarters ended April 30, 2006, HP revenue totaled $88.9 billion. More information about HP (NYSE, Nasdaq: HPQ) is available at http://www.hp.com.


(1) JupiterResearch, “Customer Service Through Text Chat,” Zachary McGeary, May 23, 2006.

(2) J.D. Power and Associates Certified Technology Service and Support ProgramSM, developed in conjunction with the Service & Support Professionals Association (SSPA). For more information, visit www.jdpower.com or www.thesspa.com.


This news advisory contains forward-looking statements that involve risks, uncertainties and assumptions. If such risks or uncertainties materialize or such assumptions prove incorrect, the results of HP and its consolidated subsidiaries could differ materially from those expressed or implied by such forward-looking statements and assumptions. All statements other than statements of historical fact are statements that could be deemed forward-looking statements, including but not limited to statements of the plans, strategies and objectives of management for future operations; any statements concerning expected development, performance or market share relating to products and services; anticipated operational and financial results; any statements of expectation or belief; and any statements of assumptions underlying any of the foregoing. Risks, uncertainties and assumptions include the achievement of expected results and other risks that are described from time to time in HP’s Securities and Exchange Commission reports, including but not limited to the risks described in HP’s Quarterly Report on Form 10-Q for the fiscal quarter ended April 30, 2006, and other reports filed after HP’s Annual Report on Form 10-K for the fiscal year ended Oct. 31, 2005. HP assumes no obligation and does not intend to update these forward-looking statements.

About HP

HP Inc. creates technology that makes life better for everyone, everywhere. Through our portfolio of printers, PCs, mobile devices, solutions, and services, we engineer experiences that amaze. More information about HP Inc. is available at http://www.hp.com.