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Archived This topic has been archived. Information and links in this thread may no longer be available or relevant. If you have a question create a new topic by clicking here and select the appropriate board.

‎09-21-2011 09:18 AM

HP Recommended

http://h30434.www3.hp.com/t5/HP-Cafe-and-Lounge/What-is-happening-to-HP-s-Support-It-s-TERRIBLE-Char...

 

We have been loyal HP customer for 16 years and have used them on the desktop and for our server infrastructure.  It used to be that when we had a problem, a tech would come out and fix the problem within the scope of the contract.  Not anymore. In our most recent experience, We had to pull the contract out and show HP that we had 7 x 24 coverage. Once we proved that, then began the worst part of the process - getting someone to look at the problem.  The issue had to do with two blade enclosures in which we had slots that were failing.  Hours of troubleshooting took place on the phone followed by missed appointments over a period of days.  At one point when we asked to escalate the call to the manager, we were told that the regional manager was out. Sorry.  We then said.."so that's it?"  They explained that a second in command would call in 15 minuites. Didn't happen.  Instead, we were speaking to a tech again.

 

The techs that showed up were very nice but relied on higher level techs back at headquarters to work on troubleshooting the problems. This has happened twice.  The problem is still not fixed. All I can say is that if this had been a problem that we were not able to work around on our own, we would have been hosed. I don't blame the techs...my impression is that HP has cut services to the bone and now can't meet their SLAs.

 

We are now poised to purchase four ESX boxes (planned)  and three DL 360s ( unplanned due to HP's inability to resolve our enclosure issues), but I am reconsidering.  I don't know what has happened to HP since the days of Fiorina but I can tell you I am unimpressed.  Way to go guys - way to abandon one of your core values - customer service.  If Business Planning and Servers is going to be your core business you have a long way to go to recapture your reputation for customer service.

 

Charles Day

CTO

 

1 REPLY 1

‎09-22-2011 10:49 AM

HP Recommended

09/22/11 - Jeff reached out to customer

Although I am an HP employee, I am speaking for myself and not for Hewlett-Packard.
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