sparkeh Posted July 27, 2015 Posted July 27, 2015 We often moan about vendor support so just to redress the balance, loving HP server support at the moment. We had a predictive drive failure, the server dialled home to tell HP who called me straight up: HP: "Hi its HP, your server is reporting a predictive drive failure, would you like to me send you another one for tomorrow" Me: "Ooh yes please" Nice 2
hallb15 Posted July 27, 2015 Posted July 27, 2015 I've always had good experiences with HP support. You get what you pay for and that's why I'll always recommend HP and spit on Fujitsu!
Fazza Posted July 28, 2015 Posted July 28, 2015 One of our very old HP switches has been playing up and had a noisy fan so we rang HP up to take advantage of the lifetime warranty and after 20 minutes on the phone yesterday they are despatching a replacement switch to us today! We are then to use the box it comes in to send back the faulty switch. I was expecting to have to send them the switch in the first instance before they would do anything, but no! World Class service from a World Class company!
JRowley Posted July 28, 2015 Posted July 28, 2015 HP support is excellent for this sort of thing, you really can't argue with it. Only had to use the lifetime warranty for a switch once but was very impressed with them.
sted Posted July 28, 2015 Posted July 28, 2015 One of our very old HP switches has been playing up and had a noisy fan so we rang HP up to take advantage of the lifetime warranty and after 20 minutes on the phone yesterday they are despatching a replacement switch to us today! We are then to use the box it comes in to send back the faulty switch. I was expecting to have to send them the switch in the first instance before they would do anything, but no! World Class service from a World Class company! just make sure you check the new ones for "wings" did one last week and the replacement diddnt have wings so had to knick them from the dead one
Fazza Posted July 28, 2015 Posted July 28, 2015 just make sure you check the new ones for "wings" did one last week and the replacement diddnt have wings so had to knick them from the dead one HP told us over the phone to remove them from the faulty switch as the ones they send out do not come with them.
IanT Posted July 28, 2015 Posted July 28, 2015 Any switch replacement they send out are refurb you know that rite? there not brand spanking new, they may look it but they are not new.
Geoff Posted July 28, 2015 Posted July 28, 2015 Yeah when you RTB a dead switch you need to take everything off/out. I've sent back a DOA E2920 (I had to strip the mounting brackets and the removable PSU) recently as well as a E2920 PSU (different switch, UPS died and killed the PSU).
Zammo Posted July 28, 2015 Posted July 28, 2015 Agreed, we only use them for our SAN but they have been great!
badders Posted July 29, 2015 Posted July 29, 2015 @sparkeh how did you setup your SAN to dial home to HP? Could be useful for ours to do this.
Davit2005 Posted July 29, 2015 Posted July 29, 2015 I have found HP SAN support excellent, maybe down to the support we purchased, just not so much happy experiences with other HP support area. With both SAN disk failures in the last 3 years, a replacement disk was sent out and mostly delivered within 4 hours with the option for it to be fitted by them.
sparkeh Posted July 29, 2015 Author Posted July 29, 2015 @sparkeh how did you setup your SAN to dial home to HP? Could be useful for ours to do this. Oh its a server not a SAN (ProLiant G9 ML350). In the iLO console you can plug in your HP Insight Online account details and the server will send info to HP. No idea about SANs. Protip: contrary to the iLO setup instructions, you need to manually register your server warranty in Insight Online before the server will appear in your device list.
abillybob Posted July 29, 2015 Posted July 29, 2015 I'm quite surprised you all have had zero issues with their support. I will never buy HP again after what has happened to us. We bought 8 Laptops from HP (All the same model HP 350 G2) the wifi card in them is down right awful some type of Realtek. It would frequently drop connection and then would take half hour to re-connect again. I contacted HP support with my concerns, I told them it was the wifi card and had proved it by using another Intel wifi card that worked perfectly fine in the same laptop. They said they'd send me out a new wifi card to test that one, I asked whether it'll be different to the one in the laptops as it was obviously a problem with that particular card. They said they couldn't and had to go through the process first. So they sent me this wifi card, I tried it and tested it, did it help. No. Called them back up to which their response was they need to send out an engineer to ensure I have fitted the card correctly myself. No one has turned up for a month. I have tried calling them and every time I get through they hang up and don't call back 14 times I have now called them. I have tried emailing them to which I got no reply and eventually received an email stating the case is being closed if I didn't email them back in 2 hours... of which I did... of which they didn't reply and I got an email 2 hours later saying the case had been closed. I called them again and they re-opened the case. Next thing I receive another email saying the person dealing with my case is away and she'll get back to me within the next week (I DON'T CARE IF SHE'S AWAY, I DON'T CARE WHO FLAMING DEALS WITH IT, IT JUST NEEDS SORTING) so after around 48 hours work and man time the school now has no choice but to just buy new wifi cards for the laptops in question as they have already spent more money on my time than it's worth to get 8 wifi cards. Not to mention I could never understand the woman as she had an indian accent, it's obviously not UK based. We where going for HP servers next years and have a full HP network, now I won't touch them with a barge pole. I hate HP.
Geoff Posted July 29, 2015 Posted July 29, 2015 There is a massive amount of difference in Quality between HPs corporate support and their consumer support. Basically if you buy consumer gear from them and have to phone up you are in for a world of pain. If you buy enterprise kit, it's all sweetness and rainbows. It's imperative you ring the right number to get to the right support department otherwise chaos ensues.. Contact HP - Phone Assist | HP® United Kingdom
ICTDirect_Dave Posted July 29, 2015 Posted July 29, 2015 There is a massive amount of difference in Quality between HPs corporate support and their consumer support. Basically if you buy consumer gear from them and have to phone up you are in for a world of pain. If you buy enterprise kit, it's all sweetness and rainbows. It's imperative you ring the right number to get to the right support department otherwise chaos ensues.. Contact HP - Phone Assist | HP® United Kingdom This! HP business support is brilliant. I've never had a problem with it. The standard 3/3/3 business warranty is tied to the machine and not the owner which is a very useful thing from my perspective. On the flip side, their comsumer support is bobbins! But then if you're going to deploy a lot of machines, make sure they've got business-grade components, not shoddy Realtek stuff 1
abillybob Posted July 29, 2015 Posted July 29, 2015 This! HP business support is brilliant. I've never had a problem with it. The standard 3/3/3 business warranty is tied to the machine and not the owner which is a very useful thing from my perspective. On the flip side, their comsumer support is bobbins! But then if you're going to deploy a lot of machines, make sure they've got business-grade components, not shoddy Realtek stuff What would you recommend wifi card wise?
Norphy Posted July 30, 2015 Posted July 30, 2015 This! HP business support is brilliant. I've never had a problem with it. The standard 3/3/3 business warranty is tied to the machine and not the owner which is a very useful thing from my perspective. On the flip side, their comsumer support is bobbins! But then if you're going to deploy a lot of machines, make sure they've got business-grade components, not shoddy Realtek stuff Same with Dell I find. Enterprise support ( Optiplex, Latitude, Venue, PowerEdge, Storage) is excellent. You generally get someone in the Glasgow or Irish call centres when you call and issues are resolved by the next day assuming they have stock. The consumer side of things though? Very much a crapshoot. What would you recommend wifi card wise? Intel all the way. Accept no substitute. If you're unfortunate enough to have to use a wireless card in a desktop machine, look on Amazon for a Mini-PCIe to PCIe adapter and use an Intel card with that.
ICTDirect_Dave Posted July 30, 2015 Posted July 30, 2015 What would you recommend wifi card wise? Intel all the way. Accept no substitute. If you're unfortunate enough to have to use a wireless card in a desktop machine, look on Amazon for a Mini-PCIe to PCIe adapter and use an Intel card with that. Yup Intel every time. Those Dell 6420's that I'm currently selling come with Intel Centrino 6205 dual band cards. They're brilliant!
sparkeh Posted July 30, 2015 Author Posted July 30, 2015 Ah yes, I was talking about the HP enterprise support, consumer support is bobbins. Same for a few companies actually. And regarding wlan cards, intel all the way.
Geoff Posted July 30, 2015 Posted July 30, 2015 What would you recommend wifi card wise? Linux works best with an card with an Atheros chipset. Ideally something that has an Atheros 9k chipset like this DLink DWA-645. You can view overall kernel support here: https://wireless.wiki.kernel.org/en/users/drivers
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