Sorry if this is not the appropriate forum for this but I have to vent somewhere and it is obvious that HP doesn't want feedback on their technical support performance or lack thereof.. try to find a link on this labrynth of a web site to feedback.
Background: I'm a long time HP customer and sys engineer supporting mostly Proliant systems for over 10 years.
I have found that HP technical support has been spiralling seriously downward in quality over the last several years. I believe this is due in large part to their choice to offshore technical support to Asia.
Case in point: I called in a bad system board on a DL585 last Friday. I spent 50 minutes on the phone trying to setup a case (we are a large HP customer with a support contract). The two English second language technician's that I spoke with could only manage to create a temporary case due to their DB being down in the middle of the business day. I can't tell you how many times I've had to repeat simple things like street address to these guys.. Anyway, I was assured that I would have a tech with a system board Monday morning on site to replace it..
Monday morning comes, no phone call, no tech. I call back and find that my case was left out to dry and never followed through on. We had to re-initiate the case from the beginning.. another 40 minutes on the phone with a new ESL person whom I had to repeat my street address several times to. 5 hours later (we have a 4 hour response contract) we finally have a tech on site.
Point is, this is a recurring theme. I'm not trying to be racist or otherwise but the language disconnect coupled with what is clear to me a system without proper controls is leaving customers out to dry. It may be cheaper on the surface for HP to offshore, but to us customers it is a less than satisfying experience.
Anybody else agree?
Regards,
Ron Fisher
