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тАО01-08-2008 06:42 AM
тАО01-08-2008 06:42 AM
Re: Is it me or is HP support really bad now?
Very bad specially if you are not on Titanium (or whatever else is the holiest of support contracts) SUpport Plan.
Lately we've been encountering just a sheer pandemonium and confusion on HP's support:
- lost logs and data sent
- sometimes FE would show on site not knowing what to do
- wrong parts sent
- analysis systems used by back end sometimes are not accurate (i.e. our PA8900 CPU sniffed by their systems as a PA8600!)
And here's what really sometiems keep my blood boiling:
You call the 800 number to Follow up on a case. You hit Option 3. Punch in that "Case Number" and you're supposedly routed to the approriate team. And lo and behold - HP Human on the other end greets you with a "How can I Help You Sir"! I sometimes would jokingly tell them with - "Yes I want lots of Pepperoni and Cheese and I want the crust to be not too well done"! ;^)
What is the use of punching in the case number if it's not EFFICIENTLY USED!? I would have expected the support person on the other end to greet me with --- "May I know your Name Sir? I see that Case Number 12345667789 is currently - blah blah blah and I have the case history on my screen.."
But NAH.. the HP person will continue to ask you a litany of questions as if HP has no record of the case...
Another thing, ISEE. SOme of our P24 and Titanium Support Systems have ISEE monitoring in place. When you call in - the Back Line Engineer does not seem to have access to ISEE data - which again results in INEFFICIENCIES! The adnmin is again asked to send in the details of the issue whic ISEE should already have forwarded to HP!
I do not care where my call is handled or if it is a Kumar, Juan, Nguyen, James, Chang or McElroy who attends to my case. As long as it is efficeintly handled and INFORMATION flows through efficeintly amongst HP's backend and front end teams!
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тАО01-08-2008 07:22 AM
тАО01-08-2008 07:22 AM
Re: Is it me or is HP support really bad now?
That is a lucid, intelligent, well thought-out answer.
10 points!
hhahhaha.
JD
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тАО01-11-2008 12:39 PM
тАО01-11-2008 12:39 PM
Re: Is it me or is HP support really bad now?
SW calls have been logged with not even an initial response for days. Other calls are worked by engineers who have no direction on where they're going to fix the problem. It's a big fishing expedition until you request they escalate the call.
I just spent 45 minutes trying to reopen a HW call (warranty) that was not resolved yesterday but closed anyway. We have to open a new call. So I explain what's wrong. I even tell them I need someone onsite to run ssconfig to fix a machine ID. I'm told I don't have SW support on the system (ugh!). The admin in the next cube from me is laughing as he can hear everything. We're both ex-rce's. What we get now is a far cry from what customers got several years ago.
My guess is that today's inexperienced front line people will start moving to backline in the next few years, supplanting the veteran back line folks which we rely on now to get problems fixed. A new crop of inexperienced front line people will take their place and all support will have moved out of the US and Canada for good.
For us, unless it's under HW warranty, we have dropped all HP HW support and went with a 3rd party for less than half the price. We get spare parts on site and have access to phone-in support 24X7.
We dropped all SW support except for those systems which are DP cell servers. Most of our calls are for DP. We'll open T&M calls for other systems as needed. This way, we'll only pay for what we use and we'll start out with a backline resource when logging T&M calls. We essentially went from having phone-in support on 10 systems to all of our systems (~100).
I've brought concerns to our contract admin, the regional customer service rep and emailed Mark Hurd several times last year. We've received sincere apologies but none discussing what will be changed to fix the existing problems. I don't blame them. Their hands are tied. But we'll no longer pay for this mess.
Fix the problems and we'll start bringing support costs back to HP. I customers are paying a lot of money to fund HP's training exercises. We'll no longer contribute.
My $.02
Eric
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тАО01-27-2008 09:49 AM
тАО01-27-2008 09:49 AM
Re: Is it me or is HP support really bad now?
- If sometimes you provide a case number and the support rep cannot get your company or case details, it's because they are not there. HP "archives" (=deletes) cases after 3 months.
- If you send and e-mail and get no answer or callback is because that e-mail got lost. The stupid e-mail system they use to send things to the cases fails 30% of the time.
- If support rep cannot find your contract or carepack details it's because the search by serial number fails like 20% of the time.
- If support rep takes too much time to lookup something it's because they are connected though maybe a 256 kbps line for a whole building and after clicking a page takes 30 seconds to load.
- If a part or CE is not dispatched on time is many times because the incredibly-slow hyper-complicated fill-case-details-three-times dispatch system is down again and for half the day nothing can be dispatched.
- If a part gets delayed or appears on the wrong place could be because they have 5 differet ways of dispatching, and they are changing the procedures every month.
- If you can't find a driver it's because HP "Drivers and software" page is a complete disaster since last October and nobody seems to care about it. They rush new models though the door without drivers, firmware or proper manuals available.
- Support has been outsourced in many countries, and has been such a failure that they have cancelled plans to do the same on other countries.
- People on L1 support are not HP engineers, are not trained by HP and some of them are still finishing university studies. It's a miracle that something get's done right.
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тАО01-31-2008 12:49 AM
тАО01-31-2008 12:49 AM
Re: Is it me or is HP support really bad now?
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тАО02-05-2008 11:21 AM
тАО02-05-2008 11:21 AM
Re: Is it me or is HP support really bad now?
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тАО02-12-2008 03:42 PM
тАО02-12-2008 03:42 PM
Re: Is it me or is HP support really bad now?
Sorry to hear of your issues..
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тАО02-13-2008 11:26 AM
тАО02-13-2008 11:26 AM
Re: Is it me or is HP support really bad now?
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тАО02-13-2008 11:51 AM
тАО02-13-2008 11:51 AM
Re: Is it me or is HP support really bad now?
Script readers!
Perfect!
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тАО06-27-2008 12:50 PM
тАО06-27-2008 12:50 PM
Re: Is it me or is HP support really bad now?
Other than that, I think they're doing a good job. If you think that they are a problem - try Metalink! Now that's non-service!