Solved: HP Warranty Periods

[Heebeejeebee]

Hi

We purchased a bunch of HP servers late last year and now one of the Proliant ML370 G5 models has fallen over with both PSU failed - or so it says on the panel thingy on the inside of the case. (So much for redundancy eh?) I've got amber and red flashing lights all over the place.

Since these were bought in October 2006 I assumed that they would still be under warranty but according to the HP website and the documentation that comes with the server it's only covered for 90 days.

Is this legal? I though we had a statutory 12 months in this country (even though EU rules state 24 months in some publications).

Does anyone have any experience in getting HP servers fixed under warranty. So far I've had no luck getting hold of anyone to speak to about this.

Cheers

HBJB

[plexer]

Did you buy them brand new from hp or an hp reseller or were the refurbed units?

If new then I'd expect them to have at least 12months.

Ben

[Heebeejeebee]

Did you buy them brand new from hp or an hp reseller or were the refurbed units?

If new then I'd expect them to have at least 12months.

Ben

Brand new from (cough) PCWB.

HBJB

[plexer]

http://h10010.www1.hp.com/wwpc/uk/en...reg_R1002_UKEN

Lists it as 3/3/3

3 years on site, 3 years labour, 3 years tech support.

Ben

[Heebeejeebee]

http://h10010.www1.hp.com/wwpc/uk/en/sm/WF06b/521-525-358265-358265-12083545-12572504-77686421.html?jumpid=reg_R1002_UKEN

Lists it as 3/3/3

3 years on site, 3 years labour, 3 years tech support.

Ben

Hmmmm

We chose the "above base level" package (RAID 5, dual CPU, 4GB RAM etc.) so you'd think the three years would count but when I put in the serial number on their website it says that it does not qualify for warranty service.

I guess I need to get hold of a phone number to speak to a real person.

At the moment I have staff moaning (quite legitimately) that some of their apps are not available (this server deals with all of the networked software and MSI installations) and I'm no closer to getting it sorted.

Gaaahh !!

HBJB

[localzuk]

The first thing I would have done is got on the phone. Online systems all to often don't work, and having someone's name to use as a come back is always useful.

[Heebeejeebee]

Did the live chat thing and got a number that gave me another number who gave me another number for server support. On hold right now.

Update: Spoke to a nice Indian gentleman who is sending out an engineer tomorrow to replace both power supplies and the backplane. He also confirmed that it does indeed have a three year warranty.

Thanks for your help.

HBJB

[john]

I bet you put the PSU Serial Number in didn't ya HBJB?

On a HP Server, everything is tied to the Server, so PSU, HDD, CPU, RAM etc all are warranted with the server so I was told, as a HP insider who agreed with me that the support I got was pants said if I get a dead part, just log it with a serial of a newer in warranty server if it will actually work and fit it and we won't say a word or ask any questions, and it works fine

You would think HP would know that they aint sold any 18GB U160 drives for a while wouldn't ya, but they say Server SN, I give them it and they say oh yeah thats under warranty we will send you one out, and I often get a 32gb one in its place as they dont have any 16s left

[Heebeejeebee]

I actually put the serial number that was on a luggage label tied to the server when it arrived (sophisticated eh?)

As it happens it was both PSUs that had failed at the same time - not uncommon so the engineer said - which makes a mockery of paying extra for redundancy.

It's fixed now so fingers crossed.

Cheers

HBJB

[john]

EEK, both at once hey not good. I have had one go on my G5 already, took 4 days for HP to send me one from The Netherlands, I ordered a genuine HP Spare from the exact same warehouse, came in less than 24hrs.

[MGSTech]

I actually put the serial number that was on a luggage label tied to the server when it arrived (sophisticated eh?)

Don't loose these, they have the default passwords for the integrated lights out boards!!!!

using the Ilio boards you can power on or off servers who's OS has died etc


Steve