System "Handles" and HP Support

[Ken Hyde_1]

I have just spent the better part of an hour
trying to link HP System Handles and
support agreement numbers to my IT Resource
Login. I was using a spreadsheet list of
about 20 systems we have. None of the system
handles worked. Some of these we have been
running for almost a year. I have been working
with HP "system handles" for several years and
I always run into problems when trying to supply
these entities to HP. Am I the only one having
this problem? This has been a constant source
of irritation and wasted time. HP's suggestion is
always the same: call your account Rep. After
having paid 10's of thousands or even millions of
support, this administrative inconvenience caused
by these cryptic codes is really unacceptable.
Has this been the experience of other HP customers?
Or is it just me.

[Levent Akal_1]

I had the same problem just 20 minutes ago. I guess this is a way to restrict
the number of problems reported :)

[Dave Matthews_1]

We only have 6 handles for just the machines in our dept. and HP has the same
problems with us. They send out the software updates and they never have the
handles correct. I spoke to our rep and she went thru h--l trying to get it
straight. We signed up to get update notices thru email with the handles. We
still get the stupid letters in the mail and nothing thru email. Its like
taxes, you learn to live with it.

[Ken Hyde_1]

Thanks for your responses. I didn't think it was
just me. Whether in a shop with a few machines
or 20, I have had problems getting support because
of a "Handle" that could not be confirmed. I
am going to suggest that they figure out a way
to assign a single support code do an organization.
They can continue to use system handles, they just
shouldn't make us use them... To spend big
bucks for support, then to find oneself having
to spend an hour on the phone (or more) just to
get a call open, is the result of a poor service
design. It should be fixable...

[Melanie Goetz]

Interesting topic, actually, when you place a call into the Response Center, if
for some reason your handle does not come up properly, there is a mechanism to
log the call and get going inspite of not being able to confirm a contract.
This was standard procedure in the Response Center.

[Lucy Owen_1]

Hi, I work at HP in the division responsible for sending out software updates.
Dave, if you could let me have one of your system handles, I'd like to follow
up why you are still getting letters in the mail even though you signed up to
get email about updates.

Also, I'm interested in any other feedback about managing software updates and
how HP could make it easier for you.

[Ken Hyde_1]

I believe I recall instances where I obtained
support without being able to provide a handle,
but not having the code(s) posed a hurdle. Also,
requiring an organization to remember a handle for
each machine becomes utenable as the number of
machines increases. It would be much more workable
if callers could reference a single code under which
all machines are listed. It's a question of the
difference in HP's perspective and the customer's
perspective. If HP were to query it's customers
about it, they would learn that the present system
is a burden and time waster for customers with
lots of systems, ironically. I don't think it would
take much analysis to realize it could be
streamlined.

[Lucy Owen_1]

Hi, I work at HP in the division responsible for softare updates. Very sorry to
hear about your problems linking system handles. One suggestion of where to
get help, if you havn't already, is to call the SUM Usage Support Team, who can
be reached via the general Response Center Phone number - 1 800 633 3600. That
team should be able to help you get the handles linked.

One other suggestion is to double check the number on your support agreement
which you are entering to link the handles. It needs to be the Support
Agreement number, not the Sales Order number.

We have also noted your frustration with system handles in general, and how you
would prefer a single code. We are looking at ways to make managing system
handles easier. Keep giving us feedback!

[Ken Hyde_1]

I appreciate HP's feedback here.



I'm also a little puzzled why this web site
makes me review my profile everytime I want
to add a message to this "forum"...