Is it me or is HP support really bad now? (2547 Views)
Trusted Contributor
John Guster
Posts: 506
Registered: ‎03-16-2006
Message 26 of 76 (1,594 Views)

Re: Is it me or is HP support really bad now?

Hello Jim,

Outsourcing, Outsourcing!!! Old HP response center is assuaged, so does the style of the support. Get the ticket number, demand speak to on-duty manager. talk to your HP sale rep.
Honored Contributor
Wouter Jagers
Posts: 495
Registered: ‎10-01-2002
Message 27 of 76 (1,594 Views)

Re: Is it me or is HP support really bad now?

After having been "out" of the HPUX world for about a year, this thread really scared me when I re-entered ;-)

I see your points, though.. the relocation of support (and often also operations) to cheap(er) places often has dramatic consequences.

I was out of the HPUX world for a while because of just that: our datacenter was migrated to a place where people get paid not even half of our wages. Checking in with my ex-end-users now, getting things done in IT seems to have become hellish.

My humble opinion: Ever since the 'financial geniuses' have taken the chairs of the 'all-round geniuses' at the top of organizations, quality is being sacrificed for the benefit of 'the stockholders', people whom no amount of money will ever be good enough for.

Luckily I landed into a good situation now. The key thing seems to be having a single point of contact for escalations (account support manager, usually), and a fixed team of support people. From now on, I would always try to negotiate such a situation.

The call centers are not too fun to go through indeed, but I've always made these calls as brief as possible. As soon as 'my' engineer calls be back, we're rolling.

Cheers
an engineer's aim in a discussion is not to persuade, but to clarify.
Frequent Advisor
James M. Dunn
Posts: 63
Registered: ‎02-18-1997
Message 28 of 76 (1,594 Views)

Re: Is it me or is HP support really bad now?

Wouter Jagers Great post, perfect!

JD
Honored Contributor
Alzhy
Posts: 4,373
Registered: ‎01-22-2002
Message 29 of 76 (1,594 Views)

Re: Is it me or is HP support really bad now?

Of late, I've been observing it's now purely LUCK if you get a first or second level that's truly up for the task at hand. If you've support contracts - I urge you to use the ITRC to place your support issues so you do not waste time explaining the situation. Then follow up over the phone.

One thing that relaly gets my blood boiling are the following:

1.) When you call, despite punching in your case number or SAID number, a rep would still ask you the info! It's as if their back end system simply ignores what you punch in on the phone!

2.) Despite having emailed, or posted details of the case - a rep would often appear to not know about the case and would again ask for a litany of what the issue is! (Often, I would just tell the rep.. PLEASE can you just read through what's the case details on that nice LCD screen in front of you!!!)

3.) Level 1 or 2 support would still insist on fixing the problem themselves EVEN if it is evident they need a 3rd level or backline or WTEC person!

Overall though -- compared to the "others".. HP Support IMHO is still tops!
Hakuna Matata.
Honored Contributor
Rob Leadbeater
Posts: 3,582
Registered: ‎08-14-2002
Message 30 of 76 (1,594 Views)

Re: Is it me or is HP support really bad now?

To add another thing to Nelson's blood boiling list...:

When you log a call electronically via ITRC, there is an option at the bottom of the page which asks whether you want to be contacted electronically or by phone...

Now maybe I'm being a bit picky, but if I select that I want to be contacted by email, then that means I want to be contacted by email !!

The number of times I've put the phone down to Bangalore (or wherever) to simply confirm my address details, which I've just typed into the web form is unbelievable. What makes it worse is that what should be a 20 second conversation, ends up being a 2 minute conversation because I can't understand the accent of the person on the phone - hence why I said use email in the first place !!

That said, the actual quality of support here in the UK at least, does seem to be getting better. A year ago, part only calls, were hit and miss as parts would be coming from all over the country, rather than our local stores. I placed a call yesterday for a failed disk, and the replacement was with me less than 2 hours later... much better.

Cheers,

Rob
Trusted Contributor
gstonian
Posts: 208
Registered: ‎08-16-2005
Message 31 of 76 (1,619 Views)

Re: Is it me or is HP support really bad now?

It took me 3 phone calls to HP Support for me to raise a call last week. I tried everything from serial numbers to Company Name to System Handles and they just couldn't figure out who I was.

Eventually got through to someone with some common sense on the third call.

Once the call was raised the actual Engineers were spot on and got the problem fixed no problem.
Honored Contributor
Ashly A K
Posts: 773
Registered: ‎06-08-2005
Message 32 of 76 (1,619 Views)

Re: Is it me or is HP support really bad now?

hi All!!!

Updates:

01. One of our call was handled at China and i would rate that call was one of the best.

02. I would contribute the +points to the engineer who handled it.

03. Once i asked for a part number, to place an order, in return, i got a big questioner from the execute, asking to explain my problem!!!

Anyway, now our interaction with HP is very much limited, since we started taking care of ourselves and start using our own products.

-Ashly
http://www.geocities.com/helponhpopenview
Advisor
SeanAmicus ITS
Posts: 32
Registered: ‎04-23-2007
Message 33 of 76 (1,619 Views)

Re: Is it me or is HP support really bad now?

I work for a HP ABSP SWD Partner in UK as a Technical Manager

We have quite a few customers with EVA's of variable types. I always struggle to get any sense when it comes to firmware upgrades.

We have spend a small fortune on getting the ABSP accreditation enabling us to deliver the full EVA installation and start-up service.

It always a battle trying to get HP Services to send over the necessary disk controller and disk firmware.

Various excuses are normally such as

"oh this is only delivered by HP", which IMHO makes a nonsense of the who EVA partner program.

We partner with other SAN vendors such as IBM and Pillar, and have no problems with getting UK or Irish based support and code sent over.

Historically in the Compaq (HS80) days, code and help was forthcoming without issue.

If HP doesn't think the channel can deliver the code upgrade then why have this hybrid approach?

Our customers constantly tell me

"HP we love there kit, but hate the service"

As a partner, we love the kit and hate the service.

It seems the offshoring of the support to India is not improving the engagement with partners, it's making things worse.

We've had loyal HP customers looking elseware for there storage due to this.

At the partner event in Daventry 2006, the general feeling was this was cost driven rather than customer focus improvement, and the mood was very hostile to HP senior management.

Anyway RANT over, I've just fed up trying to speak to support in Bangalore, they can't understand english correctly let alone assist you.
Don't believe the hype, test it first!
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Honored Contributor
Jov
Posts: 1,574
Registered: ‎01-12-2000
Message 34 of 76 (1,619 Views)

Re: Is it me or is HP support really bad now?

Hi all,

10 years ago I used to rate HP Support to be one of the best most of the major vendors, but its very different now.

I logged a call recently and gave a reference of a previous call so the helpdesk can copy all the details across so I dont have to repeat everything and to avoid them making mistakes, but that won't do as I still had to repeat all my details and contact information.

Talk about following procedures to the T!

Anyway when it comes to the engineers, its a bit of a hit or miss. So now I keep a record of those i've dealt with and try to request for them.

With all the negative regarding support, the bright point is the ITRC forum where is a gold mine of knowledgabe users, and there is nothing out there that is even close.


Jov
Honored Contributor
Chuck Ciesinski
Posts: 830
Registered: ‎10-03-2000
Message 35 of 76 (1,619 Views)

Re: Is it me or is HP support really bad now?

Jim,

Would you mind if I brought up the service issue to the Business
Continuity Panel at this years HP Tech Forum? As far as I can tell, the service contract and what it stands for is a part of Business Continuity, don't you agree?

Chuck Ciesinski
"Show me the $$$$$"
Frequent Advisor
James M. Dunn
Posts: 63
Registered: ‎02-18-1997
Message 36 of 76 (1,619 Views)

Re: Is it me or is HP support really bad now?

Sure Chuck go ahead, I'm not sure if would help any, but it may. I still think that service has gone downhill in the effort to boost Corporate earnings. HP stock holders may be profiting now but itâ s only a matter of time before their profits slip. It's only a matter of time before we as the consumers will eventually get fed up and go elsewhere.
Honored Contributor
Honored Contributor
Jov
Posts: 1,574
Registered: ‎01-12-2000
Message 37 of 76 (1,619 Views)

Re: Is it me or is HP support really bad now?

Hi Chuck,

In UK (and elsewhere) HP provides DR solutions and DR support for enterprise customers. Thus from a contract perspective, the level DR response and transitional response will be critical to BCP.


Jov
Honored Contributor
Ashly A K
Posts: 773
Registered: ‎06-08-2005
Message 38 of 76 (1,619 Views)

Re: Is it me or is HP support really bad now?

hi!

I met some of the top HP customer care people, what they say is they still deliver the best and they never compromised on quality. But i gave them some examples, which made them turn red. The answer was this might be a rare case ( well, i think i will have to redefine the meaning of "rare" now.)

There is no doubt, to make the profit graph go high, they cut down as much as they can. They might have removed the senior or talented people and filled the seats with some beginners.

Ashly A K
http://www.geocities.com/helponhpopenview
Honored Contributor
Ashly A K
Posts: 773
Registered: ‎06-08-2005
Message 39 of 76 (1,619 Views)

Re: Is it me or is HP support really bad now?

hi!

I am hearing that HP is improving the service. Let us cross the fingers and wait. Hope for the best!!

Ashly A K
http://www.geocities.com/helponhpopenview
Honored Contributor
AwadheshPandey
Posts: 737
Registered: ‎09-18-2005
Message 40 of 76 (1,619 Views)

Re: Is it me or is HP support really bad now?

I am sure that u will never find a service like HP. They are continous trying to improve there services and also using user feedback through independent agency called nwc survey. May be some times problem occured you should escalate the issue after certain level of pain. else dont blame HP.
It's kind of fun to do the impossible
Occasional Visitor
Brian Hamman
Posts: 1
Registered: ‎08-10-2007
Message 41 of 76 (1,594 Views)

Re: Is it me or is HP support really bad now?

Hi,

It seems and I'm sure you don't have idea what it is all about to work for support(don't mean only HP). From your point of view it is easy. 20 peoples above wrote that they are not satisfied and think they know better and they are very important customer and must be supported by 3rd level and escalate every call. Let's say there are 100000 coming in the support center per day, 10% think they are very important and what's happening? Everyone is sure 1st level can't help him, refuses to make any troubleshooting and nothing what the support tells him because "he is so sure where the problem is/have no idea where the problem is, wants someone else to help him/speak with a manager". Maye if you are on the other side of the barricade you will see the things different. Difference between supporters and ITRC:
1. In ITRC you can answer when you want, support must answer everything
2. In ITRC you can search google 3 hours and accidentaly find a solution, support don't have this time
3. When you write in ITRC you can't answer wrong and nothing happens, the people are lucky someone tried to help them for free, if the answer is wrong - bad luck. Support can't give wrong answers.
4. In ITRC there are thousands of people with different knowledge , in support they are specialized in some products only.
5. Here you write , but you don't speak with the big specialist "who knows everything and has rights as the customer" and don't listen what the "poor supporter on the other side of the phone is saying".
I'm sure that 90% of the guys who wrote in this post will sweaÑ if only 2 knowledged people are explaining their architecture and what they try to do on the phone and want immediate response what's wrong - 1st you don't have time to answer everyone and 2nd you can't see everything on the phone like the customer sees it.
If you work 2 days maybe you will speak from peoples who don't know how to turn off the computer and people who have very complex infrastructure, you must think for 20 problems at a time. I have worked as a support in a ISP company and I can tell you , working with a lot of different customers is not so easy. I can argue lot about that :)

Regards,
Brian
Respected Contributor
Doug Burton
Posts: 272
Registered: ‎08-29-2001
Message 42 of 76 (1,594 Views)

Re: Is it me or is HP support really bad now?

Well.... I just HAVE to reply to the last two responses.

First Awadhesh:
Fist, to understand were this is coming from you would have to have been around for a while. At least five years, using HP support. I used to call and get first level support. You know... the first person to answer the phone. I would get my answer perhaps 90% of the time. YES, right off the bat. It was great. Smart people, etc. etc. All from the first level folks.

When I call now I get somebody who takes a message. I have come to realize to my misfortune that I need them to read back the call notes to me EVER time. Why? Because they ALWAYS get it wrong. BTW - I am VERY specific in what I'm telling them.

If I need to escalate the call I do. But you know what the REAL issue is? If you have issues with the "first line". The message takers if you will. And I need to have a supervisor get involved it not only is a HUGH pain but more than likely I mysteriously get disconnected. Oh... and the supervisor NEVER calls back or emails. Hmmm... nice support so far.

Now for the Brian Hamman response:
Every Systems Administrator is answerable to everybody in the company. Let's face facts, the server(s) go down in any way and everybody is calling you. Generally our function is to add users, restore data, build boxes etc. etc. but we also SUPPORT all those users. We take calls just like the HP support folks do. And for the argument that the HP folks can't give wrong answers you haven't used HP support long. They are human and make mistakes however they have a vast amount of knowledge at there disposal which we do not. Oh... and I did work for HP and had a few (to say the least) servers and customers to take care of so you can say I have an idea of what I'm talking about.

The cook off is the support has gone wayyyy down hill. Simple as that. And we know what we are talking about.
Frequent Advisor
James M. Dunn
Posts: 63
Registered: ‎02-18-1997
Message 43 of 76 (1,594 Views)

Re: Is it me or is HP support really bad now?

Brian,

This thread is not about an ISP or any other "backend support" for any other company, it's about Hewlett Packard's poor to cruddy support. I have basically stated this... "Over a period of 11 years HP's support has gone downhill like a truck with no breaks". Why has HPâ s support gone down this road? To maximize corporate profit, thatâ s the bottom line..money and at the expense of the customer.

I agree that the backend support folks are suffering too, because of the â maximize corporate profitâ mentality.

To HP Customer Service VP,

Please provide your customers with a person that speaks the same language; fluently, itâ s hard enough fixing a problem but it makes it even more difficult when you have to deal with a language barrier!


JD
Trusted Contributor
Joel Belizario
Posts: 197
Registered: ‎09-19-2006
Message 44 of 76 (1,594 Views)

Re: Is it me or is HP support really bad now?

Hi Jim,

Seems to me like the trend nowadays is anyone who is excellent at 1st level doesn't stay there very long - I think this whole outsourcing model has basically killed any incentive to have an excellent 1st level support team.

I think of 1st level as the foundation of support, if the calls that can and should be resolved by 1st level everybody involved will be a heck of a lot happier!
Honored Contributor
AwadheshPandey
Posts: 737
Registered: ‎09-18-2005
Message 45 of 76 (1,594 Views)

Re: Is it me or is HP support really bad now?

DB,

it may be in ur case, But I am getting the exellent support from HP while other vendors still strugling for good resources....

Awadhesh
It's kind of fun to do the impossible
Esteemed Contributor
machoq1
Posts: 308
Registered: ‎07-03-2004
Message 46 of 76 (1,594 Views)

Re: Is it me or is HP support really bad now?

This is a TEST Message Kindly Ignore this
Esteemed Contributor
Anshumali
Posts: 548
Registered: ‎01-20-2007
Message 47 of 76 (1,594 Views)

Re: Is it me or is HP support really bad now?


Well.. my experience with HP goes well and all the cases logged were answered perfectly well. The support we received from HP is good. What i feel is you always have the option to get your case escalated to higher level but taking the case number and information the ASE does the trick for us. ITRC and knowledge bases always help me to understand when to log a case and what to do when its logged to steer it towards resolution. :)

Cheers!
Anshu
Dreams are not which you see while sleeping, Dreams are which doesnt allow you to sleep while you are chasing for them!!
Honored Contributor
Ashly A K
Posts: 773
Registered: ‎06-08-2005
Message 48 of 76 (1,594 Views)

Re: Is it me or is HP support really bad now?

hi!

Please see the below post. Quality is affecting new products and updates too.

http://forums1.itrc.hp.com/service/forums/questionanswer.do?threadId=1153111


Ashly A K
http://geocities.com/helponhpopenview/
http://www.geocities.com/helponhpopenview
Trusted Contributor
Glenn S. Davidson
Posts: 221
Registered: ‎06-04-1997
Message 49 of 76 (1,594 Views)

Re: Is it me or is HP support really bad now?

I find it is hit and miss (maybe more miss). I end up doing alot more research and trial and error even after I open a call and typically end up fixing it myself even if it means fixing scripts.

I used to call HP even if I had another OS that was similar and just tell them it was an HPUX server and I would get it fixed alot faster than if I called the actual vendor but I can't say I would do that now.

It seems like even on simple questions they have to go through their 'script' when it's unrelated or unnecessary. I just open a case for a temporary license key for a product and it's in the release notes as a documented problem so I called and I got a list of questions that have nothing to do with getting a key. I ended up deleting the email and removing the software.
Conformity Destroys a mans initiative and independence. It supresses his powerful inner drive to do his own thing.
Advisor
Eric Crosby_3
Posts: 19
Registered: ‎05-22-2005
Message 50 of 76 (1,594 Views)

Re: Is it me or is HP support really bad now?

Over the last 2 years, HP support has been on a downward spiral. This is not only the tier 1 phone support, but also parts availability. Tier 2, 3 and WTEC are great resources, after you get there - altough they seem to be stretched thin. Parts availability is horrid. The local CE's are great! I wish the company would quit crippling them!

We have moved our hardware support from HP to another provider. It has saved us massive amounts, they are CEs that left HP and started a new company - more like the "Old HP".

If HP doesn't fix the software support side of life, I can see that changing in the next few years too.
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