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HP Care Pack sucks

E

Exterous

Super Moderator
Waited to talk to a tech after getting the contact information from their Care Pack website. Was told that he can't see all of the case information so I have to call someone else.

So I call and go through the automated prompts and select the option for HP ProLiant servers. I wait on hold. Finally I get a guy and talk to him. He says he has to transfer me to their ProLiant division (what was the point of that prompt then?)

So I wait on hold again. Finally I get someone on the phone again and it is probably the shittiest connection I have ever had. We each have to repeat ourselves about 2-3 times to be understood. It probably doesn't help that she has a quiet voice and a really thick accent. It turns out that she also cannot provide the information I need and I have to wait to be transfered again

Finally I get to dispatch to talk about when the tech is comming out with our badly needed replacement parts. It seems the previous tech was assigned the job at 4:38pm but goes home at 5pm. So instead of assiging the job to a later tech they do nothing. AND they can't tell me what time between 8am and 5pm he would be out the following day

Apparently promised 4HR 24/7 response means whenever the fuck they feel like

So now I have to wait up for the late night tech to get done with his current job (probobly should have been mine) and I'll have to meet him at the office

Fuck you HP fuck you

Cliffs:
No one at HP knows where the fuck to transfer their customers to
I get to wait on hold a lot
HP doesn't know how to schedule repair appointments
Fuck you HP
 
Last edited:
crashtestdummy said:
My experience with HP is that their consumer support is awful, but their business product support is excellent.
Click to expand...

Yeah... if you have HP's top notch 24/7 4 hour response time plan, the support operators will basically kiss your ass.

Imagine calling in a failing hard drive and being able to tell the operator "No I don't want to run the diagnostics again. Just send me the damn replacement drive"... and getting an "OK, sir." reply back. After dealing with Dell consumer tech support for laptops and whatnot, it's quite refreshing.

That said, we were probably getting VIP level treatment. The data center I worked at had so many HP servers that we had our own full time HP service technician. When he wasn't doing scheduled maintenance, he would just sit around and wait for things to break. We had IBM storage equipment as well, and their techs brought us donuts and fruit when they showed up 🙂
 
hp outsource to unisys, and other third party. I have the same guys come to fix stuff for hp and dell.. Usually I run the hp diag and get a code first and just call the support and give them the code an the part is on its way.. never had issues
 
Stop it - you guys are depressing me. We do have their 4hr 24/7 plan and I feel like I am getting the fucking run around here

Maybe HP just hates me... 🙁
 
looooooool, I am going through the same crap with ACER and their support trying to get them to fix a busted screen on a laptop I bought accidental coverage for (at work.)

They had me fax a ton of crap to them and told me I had to wait 3 business days for help. I have no hope they'll come through.
 
How big of customer are you? We have Dell servers and are a fairly large customer so basically Dell does kiss or ass. 4hr parts mean 4hr parts. One time since a part wasn't available at the local depot they called back and apologized that it would be over 4hrs. They basically couried the part over 160+ miles from another part depot. The response was around 5hrs but the part got to or site. After this I would raise hell with their support or whoever. You basically are not getting what you paid for. What part in the server failed that it required a tech? Usually for most things in Dell Servers I decline a tech and just do it myself since the parts are so easily swapped.
 
Over 12 hours and no part/no tech

Brovane said:
How big of customer are you? We have Dell servers and are a fairly large customer so basically Dell does kiss or ass. 4hr parts mean 4hr parts. One time since a part wasn't available at the local depot they called back and apologized that it would be over 4hrs. They basically couried the part over 160+ miles from another part depot. The response was around 5hrs but the part got to or site. After this I would raise hell with their support or whoever. You basically are not getting what you paid for. What part in the server failed that it required a tech? Usually for most things in Dell Servers I decline a tech and just do it myself since the parts are so easily swapped.
Click to expand...

A small HP one now. We used to be an HP shop but they started transitioning to Dell about 3 years ago. This was the last HP server that we bought

Two drives in the same array are most likely dead and it looks the the array controller is failing. I probably could do it myself but this is the most important server in the building and I'd prefer to have someone who is more familiar with HP servers make the change
 
Just got off the phone with the tech. He should be out in 1.5 hours. Nice to see the 4 hour claim was only about 10 hours off and only took about 3 hours on the phone to get him out there.

Shit - I could have paid for the next day warranty at this point....
 
Exterous said:
Just got off the phone with the tech. He should be out in 1.5 hours. Nice to see the 4 hour claim was only about 10 hours off and only took about 3 hours on the phone to get him out there.

Shit - I could have paid for the next day warranty at this point....
Click to expand...

they did answer your call within 4 hours :biggrin::biggrin:
 
Congress! It is good news that you are going to gift a computer to your mommy on her birthday and give my best wishes also to your mom. I just want to say that HP should be ashamed! We should don't buy HP laptops but we do buy desktops and have never has this kind of trouble with a repair.
 
Never really had problems with their business support back when I did servers. And as someone mentioned before, I did refuse on a few occasions to run diagnostics and told them to ship me the drive/power supply/whatever was dead.
 
i've dealt with HP business support for 10 years now and few complaints. the updating drivers/firmware is one. and i had a problem with a tech once but only because my company has like 5 offices in NYC and the servers are in only one of them. he kept coming to the wrong location.


did you seriously have trouble getting to the proliant division? the number is on the web page.

also helps that our data center is the next block over from their depot and most times my 4 hour response is in an hour
 
ultimatebob said:
Imagine calling in a failing hard drive and being able to tell the operator "No I don't want to run the diagnostics again. Just send me the damn replacement drive"... and getting an "OK, sir." reply back. After dealing with Dell consumer tech support for laptops and whatnot, it's quite refreshing.
Click to expand...

If HPs service was so good, an HP rep should have delivered the drive, and installed it for you.

From what I have seen, HPs service is terrible. They try to find every reason in the world to deny service claims.
 
Have you tried their online webchat? The few times I tried using our carepack on our MSA via the phone it was a total waste of our time. Using the chat I have had better results.
 
sdifox said:
they did answer your call within 4 hours :biggrin::biggrin:
Click to expand...

I had thought of that. I almost asked them if their view of 4 hours was simply to agree that there was a problem within 4 hours and then take a business day to fix it

alent1234 said:
did you seriously have trouble getting to the proliant division? the number is on the web page.
Click to expand...

*shrug* I figured the number listed on our registered ProLiant Care Pack account would be the correct one to call. And it was...after all the hold and transfer times

Genx87 said:
Have you tried their online webchat? The few times I tried using our carepack on our MSA via the phone it was a total waste of our time. Using the chat I have had better results.
Click to expand...

WHAT??!! Yes I tried their web chat as well and it was much much worse. I uploaded a diagnostic file to my case number and asked if they were able to review it. They told me they did not have access to view case attachments. I then asked if they could give me a status update as to when the tech would be out. They told me they could not get that information and that I had to call a number. I even had to ask for that number to be provided

At least the tech that came out was apologetic about everything and - without me saying anything about the issues I had had - said there was no excuse for the poor handling of my case and 'how badly we dropped the ball'
 
Weird, I have never had the problem with their webchat. He will ask me to create a diagnostic file, email, he reviews and we go from there.
 
My experiences with HP were fairly good. I bought an Envy 14 laptop (which carry their own support line), had a problem with it, and they bent over backwards to make things right. They also compensated me for the time it took to get a replacement with several coupons. I got a free printer with all of the coupons.

Then, when I bought a ZR24W and it arrived, brand new and not working, they transferred me over to their business line of support. I had a brand new monitor shipped out to me within 10 minutes on the phone, and it arrived two days later. Not bad.
 
Texashiker said:
If HPs service was so good, an HP rep should have delivered the drive, and installed it for you.

From what I have seen, HPs service is terrible. They try to find every reason in the world to deny service claims.
Click to expand...

They will install it for you if necessary, but who on earth would have them come and install a hot-plug drive or hot-plug power supply? I've had them do the harder things like system boards.

Their business support was top notch. Not sure now.
 
Also Exterous, not sure if this is still the case, but when they asked me how I knew something was dead or to try x, y, or z, I always told them that Insight Manager said it was dead. They usually would stop the questions then.
 
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