hp service going downhill?

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June 16th, 2003, 11:04 AM
Damned Angel

hp service going downhill?

I deal with hp/compaq every few days on a wide viraty of their products. I was just wondering how many of you that also deal with them on a regular basis have noticed their usually exceptional service taking a major downturn ever since they obtained compaq.

Cso requests that used to take 2-3 hours to get approved are now taking 2-3 days for me. Repair times have nearly doubled (last notebook sat in their shipping dept for a week before making it to a tech)

Tell me about your recent experiences. I want to know if its just me or hp really has become sucky.
June 16th, 2003, 11:20 AM
Radical Dreamer

I dont think they've gone downhill, its hard to go down when you are already at the bottom
June 16th, 2003, 11:21 AM
PuterGeekGirl

I refuse to deal with those people directly....The vendor I buy thru is certified to work on their products so I let THEM deal with those headaches.....and from what you are saying, that just again confirms why I do this! :D :cool: :D
June 16th, 2003, 11:21 AM
Ya_know

I don't know anything about the problems you are having. I would just like to suggest having three options in your pole. That way guys like me can vote for the "don't use their service currently" option, and review the poll without roughing up your results…(btw I selected that I hadn’t had any problems yet).
June 16th, 2003, 11:54 AM
Darkstar

I have nothing but good things to say about them. I can call at 4:00 PM on Wednesday and have a brand new RMA'd drive or motherboard by 11:00 AM on Thursday. None of the hassle with running diagnostics, I tell them I already ran them and bam - I'm off the phone in 5 minutes.

I was worried about sh!tty service with the Compaq buyout, but if anything it has gotten better for me.
June 16th, 2003, 12:02 PM
King Grover

no comment.

they sign my checks

;)
June 16th, 2003, 12:08 PM
Tacklebox

Quote:

Originally posted by PuterGeekGirl
I refuse to deal with those people directly....The vendor I buy thru is certified to work on their products so I let THEM deal with those headaches.....and from what you are saying, that just again confirms why I do this! :D :cool: :D

We did the same thing. I found out that that the company that services our printers is also a Compaq shop, so now I call them instead.
June 16th, 2003, 07:15 PM
silencio

I have pretty good luck... I usually get through in less than 2 minutes and have the part the next day. I punch in my ASE number though... :)
June 16th, 2003, 07:55 PM
The Computer Valet

I've had pretty good success with the consumer end, but one company I worked for used them to field-support the PCs they manufactured and _that_ experience was horrible.

Frequently we saw the following things:

1. The phone number we were supposed to give the customers would change without notice.

2. On-phone techs that were supposed to know about the contract agreement never did and, when confronted with a "non-compaq PC," they'd hang up. "Sorry, this isn't a Compaq PC." Click. Yes, that abrupt.

3. When a tech showed up, he often didn't have the part and would have to come back -- 24 to 48 hours later!

4. A tech would show up, see it's not a Compaq PC, not be aware of our agreement, and leave.

The company now does their own field support.

m
June 16th, 2003, 10:00 PM
deseqer

Quote:

Originally posted by silencio
I have pretty good luck... I usually get through in less than 2 minutes and have the part the next day. I punch in my ASE number though... :)

You ever type that ten diget number and then after making the menu selection your taken to HPs Customer Support. (After 5 minutes talking to the tech he tells me I have to take it into a ASP Center, DAMNIT I am a ASP) luckly that only happen 3 times.

Also We have alot of problems with the HP Pavilons that Come in with the Serial Number Starting with MX and KR, which it seems like one time we can order parts but the next time the only thing we can order is the power cable. We have had alot of customers unhappy with HP (but we have to listen to them scream) because they traveled 30 plus minutes to get to our shop to find out that the system is a full system replacement and that they would have to send it in. :(
June 17th, 2003, 03:28 AM
silencio

Quote:

Originally posted by deseqer
You ever type that ten diget number and then after making the menu selection your taken to HPs Customer Support. (After 5 minutes talking to the tech he tells me I have to take it into a ASP Center, DAMNIT I am a ASP) luckly that only happen 3 times.

Also We have alot of problems with the HP Pavilons that Come in with the Serial Number Starting with MX and KR, which it seems like one time we can order parts but the next time the only thing we can order is the power cable. We have had alot of customers unhappy with HP (but we have to listen to them scream) because they traveled 30 plus minutes to get to our shop to find out that the system is a full system replacement and that they would have to send it in. :(

I haven't touched a desktop in years :) The server and SAN support really is pretty good. I do think they make the warranty process exceedingly hard on desktops and for ASPs in order to cut down on warranty costs. I can see it from both sides though. HP doesn't want you throwing parts at a machine to get it fixed but, some of the parts were junk. I can remember replacing ltwinmodems and bigfoot drives as if they were made to break. And, as far as the warranty process in general, if you do a lot of warranty repairs you NEED a full time admin just to keep up with warranty processing.
June 17th, 2003, 07:07 AM
deseqer

I have thought about working on getting some of HP server Certs. but Being that I am located in a Small town in northwest OH there would not be very much business in HP servers.

About the only reason we are a HP ASP is because HP does not have another ASP around here for about 75 miles. Our Owner always haves to call HP every year to explain to them why we don't make the minimum requirments and they renew us for another year.(thats even when we order every signal HP part from them)
June 17th, 2003, 09:30 AM
+Daemon+

well my work only uses dell, hp, compaqs and im certified in them all so, im the tech support, we dont call at all. If we need anything we just go online fill out a forma nd get the replacment parts we need. Change out the part then send the old one back.
June 17th, 2003, 10:14 AM
Damned Angel

Quote:

Originally posted by +Daemon+
well my work only uses dell, hp, compaqs and im certified in them all so, im the tech support, we dont call at all. If we need anything we just go online fill out a forma nd get the replacment parts we need. Change out the part then send the old one back.

thats exactly the problem I'm having with them, I fill out all the forms, e-mail them in (new way they want us to do it) and wait. I used to wait 2-3 hours when I faxed in the forms to order parts warranty and not. Now I wait a few days and only get taken care of when I send mail to our sales rep complaning that I've been waiting a few days. Our sales rep has even agreed with me that things are taking a lot longer and that they are getting more and more complaints about it.
June 17th, 2003, 10:37 AM
PeLiGrOsO

i had no problems with them when i needed it..
i really dont deal with them anymore, we hired a teck that is in charge of ordering, rpl and rma parts..
the times i called hp or compaq, i just told them what the problem was, the troubleshooting i performed and by 5-10 mins. i had my order placed for an rpl. if you dont tell them what you have done to troubleshoot the device and what you do for a living, they will keep you on the phones for hours, trying to make sure they dont rpl it.
other than that.. its been smooth sailing for us.
June 17th, 2003, 11:15 AM
Damned Angel

thing is, I don't phone their tech support. We are a priority customer and have a special priority e-mail address we now send all requests to. before it was a priority phone line. now neither of them seem to be much of a priority for hp.
June 17th, 2003, 11:59 AM
confus-ed

Quote:

Originally posted by Radical Dreamer
I dont think they've gone downhill, its hard to go down when you are already at the bottom

Indeed ... I'm amazed you ever thought they were good .. maybe they realised they were supporting one customer properly & decided to put a stop to it !!
June 17th, 2003, 12:02 PM
+Daemon+

Quote:

Originally posted by Damned Angel
thats exactly the problem I'm having with them, I fill out all the forms, e-mail them in (new way they want us to do it) and wait. I used to wait 2-3 hours when I faxed in the forms to order parts warranty and not. Now I wait a few days and only get taken care of when I send mail to our sales rep complaning that I've been waiting a few days. Our sales rep has even agreed with me that things are taking a lot longer and that they are getting more and more complaints about it.

hummmm

We just fill out a form with the product thats bad and the part number then the next day the part comes and I have up to 1 week to send out the bad part...

Very fast
June 18th, 2003, 09:58 AM
Satan_Claws

Quote:

Originally posted by confus-ed
Indeed ... I'm amazed you ever thought they were good .. maybe they realised they were supporting one customer properly & decided to put a stop to it !!

I agree, everytime I have had to phone them I can be on the phone for over an hour only to speak to various 'techies' who helpfully suggest I "try plugging it in" or "switching it on" when you explain it IS on the reply is usually "well thats stumped me then!" :p
One guy came out with a replacement MFP the other day and I had to show him how to set it up, his excuse being they were new and he hadn't seen one before!!!!!!!!!!