HP Ent support

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1101

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#239985 14-Aug-2018 10:54

HP Enterprise support.
Ive dealt with HP support many times in the past , they were allways good & easy to deal with.

Its gone down the toilet, for HP Enterprise support.
20 minutes on the ph yestrday, 1 hour today, just to try & book the job in.
Constantly transfered to wrong departments , 15minutes with one support person, just getting details logged into their system, only
for her to say she cant log it in, so transfered again.
One support person kept saying the s/n was incorrect : I was reading it direct of the box (it was correct)

Anyway, 1hour 20minutes JUST TO BOOK THE SERVICE/FAULT request , for goods DOA.

When did HP get this bad. Worst support service ever . They used to be so good.

networkn

Networkn
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#2073164 14-Aug-2018 10:55

We log calls semi-regularly and haven't had any issues.

Dynamic

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#2073372 14-Aug-2018 15:48

I find logging the fault online bypasses that kinda rubbish and the fault is put in the queue for the correct department pretty quickly. It feels like a bit of a hassle logging in to do this, but it saves ore than the equivelent time talking to people who don't necessarily know the equipment so you can get to the second level support faster.

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#2073375 14-Aug-2018 15:53

Only had to deal with HPE support once, for the Geekzone DL server. Booked online, got a phone call back to confirm RAID firmware levels, technician booked, visited the datacentre, all done without a fuss...

Sorr, not your experience but like many of these things YMMV.

Mattmannz

471 posts

Ultimate Geek

#2073385 14-Aug-2018 16:08

The DOA process is a hassle imho. We have had a few DOA's lately on business grade laptops/desktops and can't return it to the supplier, HP force you through a troubleshooting process and can take 48 hours to be issued with a return ID which you can then use with your supplier.

freitasm

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#2073391 14-Aug-2018 16:12

HP is not the same as HP Enterprise though.

1101

3122 posts

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#2073394 14-Aug-2018 16:15

this was definitely a first , HP support being this bad (2 attempts on 2 days). Never been an issue with HP support till now.
Hopefully its not they way things will be from here on .

Once I finally was put through to someone who could log a job without issues, things went OK.

Crowdie

228 posts

Master Geek

#2073405 14-Aug-2018 16:29

freitasm: HP is not the same as HP Enterprise though.

That is a really good point. Since HPE brought Aruba wireless I have had a large amount of dealings with HPE Support and found them to be very good. As an enterprise support service they expect you to have covered all the basics before logging the case (if you can't do that then do probably shouldn't be logging the case in the first place) and that is pretty typical. RMAs are pretty good with the replacement sent direct to the local engineer/customer and an online booking system to organise a courier to collect the faulty one.

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1101

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Uber Geek

#2079896 27-Aug-2018 18:00

ever had support so bad, it just starts to be funny as how disorganized they are......

and remember , this is Enterprise support.
Yep , same job more fun & games.
first , a s/n they insisted didnt exist, 5 minutes later they found it in THEIR system

They rang and said they will arrange DHL(NZ courierPost) to collect DOA unit . Told me to write this number on box (they used to give a return label to attach)
Courier arrived : wheres the adress , whats that number, it doesnt match

Warranty replacement arrives some days later. Its DOA, exact same fault .
So I ring HPE support, with original support job number , then try to explain that its the REPLACEMENT Im ringing about
They cant comprehend I have the replacement, and cant grasp I ARNT ringing about the original faulty unit.....
......because they have no record of the replacement being sent. And at first didnt believe me that I had the replacement.

'them' where did it come from, what courier delivered it ..

Modus operandi for when they promise to ring back : ring once then give up, dont follow up, do nothing else (twice in 2 weeks)
Because its well known there's never a time when we are unable to answer the ph , being on another call last week or carrying their heavy unit back to the car today . Ring once then give up.

And also,seems the way is now dont reply to emails (just log them into the job notes instead) .
And they dont follow up whats written BY THEM , to be done, in their job notes

Get an email from HPE support Aus later today : obviously they dont know whats going on either : asking questions like who supplied it (HPE supplied it , DOA replacement ) . God help me .

sigh
Sad really. HPE support ........

Liviy

13 posts

Geek

#2079956 27-Aug-2018 20:31

It's also a different HP Enterprise than they were 18 months ago too...the company split into 2 last March

WillowMan61

2 posts

Wannabe Geek

#2080060 28-Aug-2018 08:46

I have sent you a PM.