i meant all as in everything and i care about all as in everything. see, i know it would have been possible to migrate support contract information for all associated users if new user id's had not been required. although, it may even have been possible to associate the new user id's with the support contracts based key company information in the users profile.
as it sits now, i cannot even submit nor follow up on a support ticket without wading through a bunch of errors and repeatedly entering said/serial number information. it's not surprise that there isn't anyone i can contact from hp to get all of my companies service contracts associated with my user id in this brand spanking new hp nightmare.
>I meant all as in everything and I care about all as in everything.
Ok, you are quite clear. You wanted a seamless transition with no (or only trivial) effort on anyone's part.
cosidering the supposedly vast resources at hp's disposal, sure trivial effort on the part of customers would have been good. considering my company alone spends more than 1mil/year on support contract to hp, not too much to expect for decent support.
sometimes it's just easier to submit a case online the way we did in the itrc, then once the case is logged call support with a case number. what that does is eliminate the majority of language problems with front line support for those of us who do not speak any form of language with spanish origins. i would think it makes things easier for the front line support people as well since they don't have to try and figure out what is being said to them on the phone for an hour.
does that clarify at least part of the migraine that is a big concern about this "improvement"?
I phoned my account manager to discuss this, and she claimed to know nothing about the ITRC since she did not use it. I then informed I would straighten the problem out myself by taking my hardware support business elsewhere when my current contract expires.
actually dennis, i'm highly concerned with all of it as i'm sure tom is. i for one don't mind change as long as it's logical and an improvement, thus far i see neither. after the fiasco i had to deal with this morning on a production down support call added to the ridiculous lack of forethought with moving the forums and knowledge base, i'm not a happy camper.
My client also spends a very large amount of annual Hardware Support dollars at HP. I've discussed with my client the ongoing difficulties I've been experiencing using HP support as well as the most recent ITRC hack job. We are looking at moving a lot of stuff away from HP to a 3rd party hardware support organization. This will save my client probably about 30 to 40 percent and it will lose HP about 85% of my clients hardware support dollars.
At least the 3rd party support outfits mostly keep their support personell in the U.S. and/or make sure they can speak English properly and are treating the customer as if the customer actually is the priority. Not at all anywhere near what can be said about Hewlitt Packard!
We can rise up and speak with our contract renewal or lack thereof in order to let HP know that continuing to ignore the customer is the wrong thing to do.
How many times have you got into a support situation where the person on the other side of the planet refuses to move on to the next level or get somebody else who knows how to interpret what you are saying on the phone and/or is able to actually understand what you are saying on the phone and/or is capable of helping you?
It's happened too many times for me with HP support ( hardware and software calls ).
My pet peeve with HP support lately has been them closing a case as soon as a part has shipped, in the case of customer replaceable parts. If there is a call back on the case, I have to go through the hassle of opening a new case, this is a joke!
The case should remain open until the customer confirms the problem has been fixed.
Yes well that's more Management short sightedness for you. They drive their "engineers" to close as many tickets as quickly as possible. Nevermind that this can and does cause the customer issues (i.e. frustration ). What they end up seeing is an increase in tickets and therefore an increase in how many issues were resolved because they keep closing them.
One way to combat this is to say NO when asked if a part only will do the trick. Tell them you want a field engineer to come out there and do the work.
In my case, I've gotten up to like 7 distinct tickets on a single issue. It's frustrating the crap out of me but as far as the management and the workers are concerned, this is the way thing should work. It's progress and proves their worth to their own upper managers in the form of a report showing all the tickets they resolved.
