HPE Support

[chris11256]

Hi All,

 

Just wondering what peoples experiences have been with HPE Support. Had one of our DL360 G10 ESX hosts fail on friday evening(UPI initialisation error, won't complete POST). I logged the ticket on Friday evening, fully not expecting a reply until Monday. However it was Tuesday afternoon before I even heard a peep out of them , where they asked us to swap processors around and try removing them one at a time. We went through this and with nothing in socket 2, the server booted up normally. So they scheuled an engineer visit on Thursday to replace the processor.

 

So Thursday comes around and the engineer replaced the processor, commenting that he never gets call outs for Gen 10 servers very often. However even with a replacement processor the server is still busted, it doesn't error but doesn't boot up either. So the engineer suggests it could be the socket on the motherboard, but to be safe he puts the new processor in socket 1 and removes out original processor 1. However when he does it the server doesn't even turn on at all, simply nothing. He then gets back onto the support team and says that there's a chance the new processor is faulty but on the otherhand it could be the motherboard. So he puts in a request for another visit with another new processor and a motherboard as well.

 

Then today we get the icing on the cake, due to part availability nothing can happen until late next week at the earliest! I know the chances of our second DL360 failing as well are pretty slim, but I don't find it acceptable how slowly this problem is being dealt with. It doesn't particularly make me wants to use HPE again when these servers get refreshed. To top this all off I'm now on holiday for two weeks. So that when they do eventually come back the only IT person available will be the apprentice, credit to him he's on the level 4 course, but hasn't done much with server hardware.

 

Has anyone else had similar very slow experiences with HPE? I accept we only have the NBD warranty, but by that standard the engineer should have come on Tuesday! The one saving grace is that this was my first ever real world experience of vmware HA, which worked pretty well and had everything failed over and online within 15 minutes.

Edited July 1, 2021 by chris11256

[Jcx500]

My experience has always been good with HPE. i've had a few drives fail on me the past few years. I've always received the drives the next day and the phone support has always been great. Seems out of character for HPE support in my view

[ITGURU]

Cant fully comment on HPE support apart from the odd server hard drive failure as that's all we've ever had on even the still running 10 year old HP servers. Always found them rock solid. With the drives, I call up, tell them a drive has failed, send them the log to prove failure, they send a replacement next day.

Odd HP switch which has failed, same, report failure, new switch next day.

 

As for HP Digital cameras in the early days, we had a new camera which the battery wouldnt hold charge, would charge it up til full, put in the camera, it wouldnt turn on. called HP support and they told me to power on the camera and factory reset it.... I don't think they understood the camera wouldnt turn on! lol

[stevewill6]

I have only good things to say for HPE support. Had a motherboard fail on 180 Gen9 and they replaced it next day.

[HTCPCP]

Never had an issue with HPE for servers, the couple of times I have had to call them out, they have been onsite same day if called in the morning, or first thing the next day. The only time they've not been able to fix it straight up, was due to a delay in getting a replacement 4 port NIC, but they put a 2 port in to get it up and running again. Similarly, switches normally have replacement parts sent out same day.

 

Only thing I can really fault them for is some of the call centre staff can be a bit of a pain to get through all the hurdles, but more often than not, the times i've contacted them, it's been very painless

 

Now, for the client computing division, that's a different story...