Earlier this month, HP appointed a new UK and Ireland vice president and managing director, replacing long-term UK chief Steve Gill, who has moved to work for HP in the Far East.
Nick Wilson has taken over responsibility for the vendor's four business division operations in the UK and Ireland. Before joining HP he was president and chief executive of CSC’s UK, Nordics, global accounts, Middle East and Africa business, and also held executive positions at Unisys and IBM.
Wilson gave Computing his first interview in the new role to discuss his plans for HP's UK operations.
Given the current sales slump in Europe, is this a good time to take over as UK managing director?
I can’t think of a better time to take over because of the integration between EDS and HP and the potential that creates to leverage the market. We have a strong foothold in government contracts – even with an election coming up they are still spending – and there are still companies that need to reduce costs through IT services and outsourcing.
Do you see the economy getting worse before it gets better?
I don’t think the economic situation in the UK has got any worse in the last few quarters and by the end of the year I am confident we will see signs of a recovery in certain industries. Some sectors, such as financial services believe it or not, have already started to invest in spending money [on new technology] to save money [in the long term].
Do you envisage HP making any more redundancies in the UK?
We have a certain amount of overlap from putting the two companies [EDS and HP] together, but I would hope the worst is behind us. You can never say never because you always have to keep the cost base in line with revenue and that depends on business performance.
How will you reassure nervous HP staff that their jobs are safe?
That’s one of the things I’ve been considering over the first two weeks. I understand the last year has been tough for them - lots of other companies have experienced tough times as well – but we have seen the worst of that now and I will be getting out to see people at 22 sites between now and October to go through HP’s plans for the next 12-18 months. I will be taking out a positive message to HP employees about how we can leverage the synergy between HP and EDS to exploit opportunities. The market is stabilising, there is potential for growth.
Soft demand and lower average selling prices are eroding HP profit margins; have you identified other operational cost cuts which can be implemented?
Ask me that in the next quarter when I have had a few more months to look. A lot of the things that needed to be done are already in place – things around sensible travel expenses and flexible working practices, for example. I’ll also be looking at how to use our existing capacity to expand without adding exponential costs to it.
What do you see as HP’s biggest strength in the UK?
It has to be the combination of the largest services and technology brands in the UK – adding two plus two to make five. The market has not yet seen HP leverage that advantage to anywhere near its potential but it will see a big shift now.
I couldn't agree more with all the dissatisfied comments about HP's customer service (or lack of). I bought a new printer just over a week ago. Will only work via a USB cable - not wirelessly to either desktop or netbook. Complained to HP. They rang and a technician tried to help but I gave up in the end as I had to go to work. Promised to ring me today - waited - no phone call. They are a disgrace. I would take the printer back but can't be bothered as it works ok via the USB cable - but thats not the point. Whats the point of having a wireless printer that doesn't work wirelessly!!!!!
Posted by: Sue Rdfor 29 Mar 2012
Having registered with the HP solution Centre I thought I would be able to contact cutomer service. No chance. When I finally did find the form to complain to Nick Wilson the form would not send. I now have a printer with incompatible inks thanks to inaccurate product information and no way of making a complaint except through a forum of very angry customers.
Posted by: Janet Whitfield 25 Feb 2012
while mine has not gone wrong much the company is in total melt down with warranty and repair. Their internal systems are disfunctional with staff that run you around in circles more than any other company. you can buy extended warranty (my manufacturers warranty was put out of warranty after six months by their systems) but they won't honour it. I paid of three extra years but because of their total disorganisation are unable to put it on their computer. The company seems to be 99% call centre staff with no knowledge and all working from entirely unconnected database systems.
HP warranty does not exist!
Posted by: M A Lindsay 26 Aug 2011
I am appaulled at my treatment by hp i bought a laptop in sept 2010 i have had loads of problems with it. It has had faulty screen but the worst thing is my daughter put the laptop on her legs to play a game and the laptop overheating caused the vga card which is metal to burn my girls leg. The way in which i have been treated as a result of contacting hp is disgusting i only asked for the machine to be fixed but 6 weeks on still nothing apart from sending pictures of daughters burnt leg then being totally ignored now by hp as they are consulting their legal team now so no one will respond to me now.
Never Never buy an hp product as it is hazardous to you health causes undue stress and may burn you in the end
Posted by: michele 21 Jul 2011
I bought an HP laptop less than 2 years ago for over £1000. My laptop is out of warranty, OK, but for a product of this calibre I would've expect HP to be interested at least in what had gone wrong with it. Not so, it has been suggested that I just buy a new one. I have bought a lot of equipment for my company through HP but will not buy anything further.
Posted by: Suzel Taber-Shaw 12 Jul 2011
Contact Information
Hewlett-Packard Limited
Amen Corner, Cain Road
Bracknell RG12 1HN, United Kingdom
Tel. +44-207-9490-300
Faxone as we speak +44-1344-363-344
Well here's his contact detail go for it.
They wont put you through to The man him self Nickolas Wilson aka (Nick).
I'm on the phone as we speak! the service for hp is very bad. I'm currently speaking with a Mark from the MDS Complaints department and of which sounds like he will be pushing a few buttons & phoning me back for a change. However I will not be holdinig my breath like they hold the phone lines, let's face it I would be dead by the....lol although it's no laughing matter.
Posted by: j 29 Mar 2011
I e-mailed Nick Wilson about a printer I purchased which wouldn't download on to the laptop. I got a standard reply saying that I would get a reply within 7 days. Two weeks later I got a telephone call saying that someone could talk me through it - I was at work and not at home so basically impossible. I asked if someone could call me back after 6pm but apparently they only work between 9 an 5 so I am meant to take the printer and the laptop to do it there! Bearing in mind it's meant to be wireless that could be a little tricky. The lady on the end of the phone then promised to send me an e-mail address I could correspondend with over the faults - this never arrived. I took the printer back to Comet and HP promised them a swop out in 5 days and 10 days later we are still waiting! Who is the customer here? Clearly Nick Wilson has no concept of Customer Service and no conscience about selling duff products.
Posted by: Pooped with HP 20 Mar 2011
Purchased in March last year,failed in January this year.So far have had three recycled replacement printers sent, 2 were the wrong model, one had the same fault as mine!Seven 'phone calls later( at premium rate) I have a printer(wrong model) awaiting collection and my printer with a faulty power switch! This afternoon 'phoned for update and was cut off! Feeble customer support and Sharon in complaints was extremely rude and failed to do what she promised.
Progress to date ZERO.
Moral - Don't buy from HP!
Has anyone the email address of MD so I can copy this to him?
Posted by: Carole Worwood 23 Feb 2011
I bought this in May last year. I reported that the scanner did not work so had a 2 hour conversation with one of the SA staff (earning HP money as it was a premium rate call) and it was fixed. Until the next time I wanted to scan, so the whole exercise had to be repeated. The third time, an hour conversation and 'it's an issue with your laptop not the printer'. Then the whole thing failed. They replaced the printer but it was the duplexer that was faulty. This morning the duplexer arrived and now its the printhead that's faulty. Every time I have to wait for a week. HP product quality is lousy and their customer support is negative - we pay to not get service. Epson/Kodak/Lexmark here I come!
Posted by: Philip Bowe 21 Feb 2011
Direct from HP's site, took over a grand for a laptop that they stopped selling after over a month i have still not been refunded, Costomer services is rubbish, on hold for ever, fed lies. Had HP laptops for years, loyalty counts for NOTHING. You are putting a good company with good products slowley down the pan. If this is you business stratergy, its working.
Posted by: JP 08 Feb 2011
Several gripes about the company, its organisation and the 'can't do' attitude of the support staff in S.Africa.
I bought a HP Pavillion a6250 which was supposed to be TV enabled, but wasn't, despite being assured that it would be. Still in dispute with HP over this matter.
I also bought a three year warranty with the desktop, but took two weeks for tech support to acknowledge it. When they eventually did, they sent me out a set of system restore discs even though the computer stated on crashing that it was a hardware problem. They finally agreed to take the machine in after some wrangling, which means that It's now been over three weeks since I notified them of the problem. I doubt whether I'll get my computer back before the new year.
As for their customer service - it sucks. I know that most customer services are really call centres providing minimal assurance and maximum fobbing off service, but HP support in S. Africa is something else to behold. When you question them, all you get is silence. When they don't want to deal with you they either ignore you or cut you off. And there's no point asking for a supervisor as 'they don't take calls from customers' - but will call back - which they seldom do, and if they do, it's never at the time you request.
In short HP really sucks from top to bottom. I'm getting an Apple next time.
Posted by: Azim Lalji 18 Dec 2010
I have just bought an HP Laptop dv8 1250ea direct from HP UK. It advertised TV, not installed?? I am not technical, but not a novice. I almost immediately lost Blue Tooth, Windows and Google Browsers and could not get it to wirelessly connect to HP 309g Printer. Apart from a rubbishly difficult website to navigate, I only got two offers of e-mail help, which took days. Sent it back for a refund. This is the last HP for me
Posted by: Bill Anderson 01 Dec 2010
have a new simple safe it will not load on to computer, have called hp six times got a indian every time who had no idea what it was , how does anyone contact hp, i am in uk, have sent a e mail to nick wilson direct, WONT BUY ANYTHING HP AGAIN, will buy the click free instead.perhaps bbc watchdog next step.
Posted by: martin 27 Nov 2010
I bought this printer 2 months ago. It broke down and so did the next 2 replacements, Each replacement has carried a date on the back at least a year old. Am I getting recycled products to replace my new one?
Why does HP expect customers to pay for premium rate phone calls to get service for its defective products? Who is maintaining manufacturing quality standards?
Posted by: Mr D Chadwick 21 Nov 2010
I have been emailing for the last two weeks regarding a laptop with a permanent black screen...useless....my daughter has the same problem.
HP don't care. You get the auto response promising to come back to you in 1 working day....but it is a lie. They dont care...so dont buy. The customer service is as poor as the product!
Posted by: S Hellawell 29 Jul 2010
Nick Wilson should get rid of the whole South African operation. So many fruitless phone calls, so many unkept promises by HP. No wonder they are all under instructions not to communicate any way other than verbally. Tried 'doorstepping' HP at Bracknell - another complete waste of time becuase all they would do is to get yet another idiot in SA to speak to me. Bye bye HP, you'll never see me again.
Posted by: Tricky 26 Jul 2010
My HP laptop, which I loved, went back twice under warranty and now it's out of warranty and will cost me £"%) something just to have HP look at it. I can't afford it. I won't be buying another and if I did it wouldn't be HP. I wish I had Nick Wilson's address. I apologise for using your site to offload my anger.
Posted by: JC 27 Apr 2010
S**it products, s**t company, and no one there gives a s**t. I've been trying for three weeks to get a part replaced under its warranty and I still haven't managed yet. They seldom reply to emails and the phone calls are all 0844 premium cost of up to 12p per minute and when you get through you inevitably need to be transferred, running up the cost more. The worst company I have ever come across.
Posted by: PW 18 Jan 2010
I agree with all other comments ? HP are a nightmare when the product goes wrong. Unfortunately for me, my HP laptop failed just outside the year's warranty, and now I can't get HP to help and am left without a computer that orginally cost me £1,000. You can buy a car with that kind of money ? in fact I wish I had!
Nick Wilson, you really should do something to protect your customers, instead of allowing faulty goods to be sold at high prices and leaving your customers without their computers and angry.
In times of a recession you would think HP would want to keep customers happy, apprently they do not care.
Posted by: emma 23 Nov 2009
The problem for a simple individual, is that the screens and pc's look good. But be warned - if something goes wrong, you can get at no-one. You talk to (I think) South Africa, but they never do what they say they will do. Next step for us, will be their doorstep in Bracknell!
Posted by: Chris Propert 06 Nov 2009
I totally agree with the previous comment. We have had so much trouble with our HP computer and cannot get help from anyone in the company. Customer Service is horrendous, and it is nigh on impossible to speak to anyone based in the UK, let alone a manager.
Posted by: Corina 15 Oct 2009
I think Mr N Wilson should get out in the real world instead of hiding behind a smoke screen. You try getting information to be able to talk to him personally,none of his workforce know how to get in touch with him or who he is. If he had the trouble with his company's products like I have over the last 9 years I think he would be an angry man. As I know he wont be reading this, at least I hope others will. Also the PC journels.
Posted by: Mr Robert Bunton 08 Sep 2009
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