05-15-2009 04:26 PM
05-16-2009 06:44 AM
I've emailed a contact at HP (Ireland) who has moderated this forum before and has helped me resolve techie issues in the past with the HP web sites such as driver downloads that are zero byte length etc.
Hopefully he is still at HP and will respond.
05-16-2009 08:32 AM
Update. My mail bounced - I guess he's not there any more.
How I initially got in contact with him was I posted a message to this forum "Query for HP moderator" and he got in contact.
05-16-2009 08:33 PM
I do agree with you guys.. The asp site is not wrking frm past few months... We have raised a request and they are in the process of rebuilding the database of the ASP's as few of them are not servicing the prdts.. Hence they would remove those and rebuild a new database for the customers...
In the mean time, I would suggest you to select the Find a Partner for option as small and medium business instead of service and support provider and check for the list...
Let me knw if you have any queries..
05-17-2009 08:51 AM
05-17-2009 09:35 AM
Here is all I could find on HP.com.
Jump to content United States-EnglishHP.com homeBuy online or Call 800-BUY-MYHP(800-289-6947) Â»Other ways to buy
Products & ServicesSupport & Drivers
Enter search criteria here Contact HP
United StatesÂ»Contact HP
Â»Contact HP worldwide (in English)
Support for HP products (United States only)
Be prepared to provide the following information: Serial Number (S/N), product name, model number, and a brief description of the issue.
Hours of operation
HP and Compaq products for Home & Home Office use 800-HP invent
800-474-6836 24 hours a day, 7 days a week for most products U.S.: English and Spanish for most products.
HP and Compaq products for business use 800-334-5144 24 hours a day, 7 days a week for most products U.S.: English
HP TouchSmart PC products
HP HDX Notebook PC products 866-408-5408 24 hours a day, 7 days a week U.S.: English and Spanish
Customers using TTY 877-656-7058 6:00 a.m. - 3:00 p.m. PT
Mon. â Fri.
Sales consultation (United States only)
Hours of operation
General sales inquiries: Ask about any HP product, service or solution. *800-752-0900 Hours vary by menu selection.
Please direct all support inquiries to HP's product support phone numbers listed above U.S. only, English only For some inquiries, you may be directed to a toll number.
Buy for home and home office:
Buy HP and Compaq products direct from the HP Home & Home Office Store. 888-999-4747 7 days a week. Open hours may vary seasonally.
Closed New Year's Day, Thanksgiving Day, Christmas Day.
U.S. only, English only.
Buy for business: Buy HP and Compaq products direct from the HP Small & Medium Business Store. 800-888-9909 8:00 a.m. - 9:00 p.m. ET Mon. - Fri.
Closed weekends and holidays U.S. only, English only.
All other inquiries (non-sales related)
In English only
Hours of operation
General inquiries *800-752-0900 Hours vary by menu selection.
Please direct all support inquiries to hp's product support phone numbers listed above U.S. only, English only.
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05-17-2009 11:21 AM
You are missing my original post question. Looking for someone with a in a HP to try to get to the right people to get the locator fixed. All other information means nothing. If a customer who already owns an hp printer can not find an authorized service provider to fix their equipment they will turn to another company when they replace or buy new products. Someone needs to get to upper management of HP to look at the problem and get the people to fix it immediately. Also keep in mind for a vendor to be an authorized service provider they have to sell a minimum amount of hp products and care packs. If these vendors do not get any business from being an authorized support provider they will drop hp and turn to other vendors who give them customers via the service side of the business. Why should a vendor sell HP products when they are not able to service them because hp does not allow consumers to find them. Yes they can provide service to the people they sell the products to, but they also want new customers and the only way to get them is thru the locator.
05-17-2009 11:24 AM
I will log a support ticket with the database team by tomoro and see what can be done at the earliest... I will keep you posted about the case asap...
05-17-2009 12:05 PM
Agree - I've been referring posters to your link assuming it would be fixed within a couple of days, but like you I see that it still isn't.
My suggestion is go over everyone's heads. Without going in to all the details, I found an obvious error in an HP support document last year, which persisted for months despite trying every way I could think of to let HP know about it. Concluded among other things that Feedback to webmaster was useless.
Then I found this:
I emailed and got a phone call within a few days from someone at senior level, not Hurd himself of course. They were very concerned, and the problem was fixed within a few days.
05-17-2009 01:01 PM
05-19-2009 12:34 PM
I am an HP Employee and have escalated this case(issue) to the concerned department with high priority.. Will keep updated if I receive any info from them.
05-21-2009 11:04 AM
Yes, you are correct.. the ASP link would be up and working fine by 16th June... However, a good news is that there is a new database been built for the asp information and all is that it needs to be placed in place of the eexisting one... Hence, there would be a delay till next month and will be working fine....
05-21-2009 01:51 PM
06-02-2009 04:17 AM
Well the system appears to be starting to come back on-line. Some of the results are not there, laserjet 4000/4050/4100 and color laserjet 8500 still show no results. Also it appears only ASP's main location is being shown and other locations are not. Example we have a locations in NYC but only our Edison, NJ location appears. The other issue which will help if you have any say would be to increase the default mileage to 25 miles from the current 10. Most users do not know to change the default and increasing the default will show more providers since it appears from my observation that you only have about 20% of the providers that you used to have.
06-02-2009 05:07 AM
I believe that the asp server has been started updating frm yesterday and we are also able to find new addresses in the searches... However, I will also try to contact the concerned ppl and ask thm to update the default mileage as you referred...
06-16-2009 03:33 PM
06-17-2009 03:24 AM