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View Full Version : HP server support - impressed again



FAB
08-08-2011, 12:06 PM
Over the weekend one of our 146gig SAS drives on our HP G5 servers up and died.

Rang HP this morning - 30 minutes later new SAS drive arrives at my desk.

While our Carepacks run out in 4 days (and we can't extend them anymore) got to give HP credit for this - awesome service.

mikebartnz
08-08-2011, 12:08 PM
Nice to hear of some good news for a change.

pctek
08-08-2011, 12:36 PM
Cool, pity they can't do that with all their stuff.

GameJunkie
08-08-2011, 12:44 PM
whats this carepack thing??

FAB
08-08-2011, 12:45 PM
Extended warranty, basically. Our servers have had their Carepacks extended 3 times, so aren't eligible for another one.

GameJunkie
08-08-2011, 12:49 PM
right

SolMiester
08-08-2011, 01:15 PM
Good service but a 3 week lead time for new equipment is crap IMHO!

southern_jas
08-08-2011, 08:21 PM
Yep. Great service but I agree with Sol. The three week lead time for new servers is a PITA

somebody
08-08-2011, 08:27 PM
Yep. Great service but I agree with Sol. The three week lead time for new servers is a PITA

Better than some other vendors, whose lead times are ~5-6 weeks on servers.

SolMiester
09-08-2011, 09:52 AM
Better than some other vendors, whose lead times are ~5-6 weeks on servers.

There are other server manufacturers?

FAB
09-08-2011, 10:06 AM
I get your point guys. I guess for me I'd rather have a longer lead time to get the server and then super fast parts replacement...

Alex B
09-08-2011, 11:45 AM
There are other server manufacturers?

Not that I'm aware of.

GR8Metal
09-08-2011, 12:40 PM
Good service but a 3 week lead time for new equipment is crap IMHO!
This depends on if you purchase from a vendor or direct from HP!

Barnabas
09-08-2011, 05:38 PM
IBM - just got my 2 new servers and 1 blade in 2 weeks. New toys ftw :D

The Error Guy
09-08-2011, 08:43 PM
At HP's throat atm, got brand new laptop serviced but the problem want fixed a new one appeared. The service was always pretty prompt for getting it repaired, and up to the part where I complained (and missed their calls), got emailed by some guy saying he called and how should he get hold of me.

Ring before 4pm I said. Two days later no email back or call, ring before 12 in the next 2x days I asked. No reply, no email.

I emailed AGAIN and said I was now back at work and telephone contact is going to be hard, would they like to email? No reply.

Email generic invoiceportableconsumer@hp.com saying if they dont get back to me I will be asking for a full refund. If this doesnt ring a bell with you then I will concider taking this up under teh CGA in court.

Muppet calls at 12:34 and I miss it. Has the cheek to email saying he has called 3x times previously and can I provide him some adequate form of communication.

I guess he cant read emails, sigh. Ill try call him but I am bloody busy atm :(

Apart from the guy I am emailing atm their support isnt bad, and is pretty good. The last guy I got was great. This new guy... I am at a loss

gretag34
11-08-2011, 06:55 PM
HP Business support is awesome. Consumer support isn't as good though.

WarNox
12-08-2011, 12:31 AM
Yea I got to say HP business, especially server, support is awesome. I'm yet to see the 4 or 6hr part replacement guarantee breached. Thats with or without a tech on site.

Before they approve the Carepack they get you to run an audit of the server so they know exactly what parts are in it (smart start or whatever).

Out of HP is the only one that has their own tech support in NZ, out of Dell/HP/IBM.