Have had HP for many, many years and have dealt with many local technicians and managers. The administrative side - especially corporate or local office scheduling could use a lot of improvement. Thankfully I have an excellent assigned technician who has been assigned and takes care of me for a number of years now. I've learned the quality of residential service is entirely dependent upon the local Technician. George is an excellent technician and embodies a level of customer service and professionalism that all HP technicians should be striving to achieve and master. As long as I have George as my tech or as long as he is overseeing other assigned techs that may occasionally be assigned to me, then I will continue using the services of my local branch. HP Corporate needs to recognize that the customer service satisfaction is what keeps their company afloat and their local technicians are their front line. If those techs are not valued, well trained, or do not care about their customers, and the local branch is not concerned with that then that impacts your reputation and your customers will not stay.