________________________________
From: owner-ds(at)Softimage.COM [mailto:owner-ds(at)Softimage.COM] On Behalf
Of Dsderanged(at)aol.com
Sent: Monday, November 07, 2005 5:12 PM
To: DS(at)Softimage.COM
Subject: OT : HP Customer Support Frustration
Anyone else have any issues with HP support? It was my understanding
that our boxes come with 3 year on-site warranty. Here is my vexing
ordeal.
=20
Had my install done by VAR right around Hurricane Wilma time. Main goal
was to get system up and running and did not attempt permanent rack
mount etc. ( Done by Virtual Media / Orlando. I love those guys and
Wayne Wolf is the best I've seen.)
=20
System was stable and A-OK. Decided to do permanent rack mount under
blue skies. ( Raid Chasis in slider rack / BOB rack mount etc.) Well I
will be the first to admit, that I inadvertently bumped a female SCSI
connector when sliding CPU into rack. Slightly munched female SCSI
connector which protrudes form bottom of CPU and not flush like other
connectors.
=20
( I did not immeadiately realize I did this until I fired up the new
Nitris and it did not see Video Storage )=20
=20
OK, I am first to admit I did a stupid "fat finger" thing. Oh well,
opened CPU, traced 60 pin SCSI cable had an HP part number and I figure
I will just order me another.
=20
Called on Tuesday, ordered part. Told I would get UPS next day. They
could not provide Tracking number. Nothing shows up on Wednesday, or
Thursday. Called my VAR and my main man Wayne sent me another cable
which I installed and was back up and running.
=20
Got a call from a 3rd party supplier to inform me the cable was on Back
Order. Could not
say when I would get a new one. Went through 3 levels of escalation
with HP and could not believe the sheer lack of urgency. The tech guy
sounded like Barney Fife and was so excited that there was a dilema, I
though he might choke on his pocket protector.
=20
Got a call on Friday from a 3rd party Tech in town saying the part was
in, but could not locate it at the UPS pick up location. Too many other
packages, needle in haystack. =20
=20
Part showed up today ( Monday) .....5 business days later. =20
=20
Bottom line. My VAR saved my butt and I don't have too much confidence
in HP right now.
=20
Did I not go throught the proper channels by dealing directly with HP?
Do they realize that their computer is tied to a $140K edit system and a
$20 part potentially shut me down for almost a week? Is there some
other level of support other than "Billy's Gran Turismo 4 Computer is
broken" and "I can't play video poker" level of support we should
receive? I mean, go to another computer, rip the cable out and send it
to me!
=20
Sorry.....had to vent, purely at HP. Not an AVID issue at all, and I am
the first to admit that
I caused the cable issue. ( Athough it is at an odd and exposed
location ) Apologize for the long post. An editor should be more brief.
=20
OK....here goes....Intergraph would have NEVER let this happen.
=20
On a positve note. The easy access to the guts of xw8200 is amazing.
Components are easy to get to and very well designed for easy swap out.
=20
Blue Skies.......Rick at naked eye
Proud Nitris Owner
=20
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<META http-equiv=3DContent-Type content=3D"text/html; =
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<DIV dir=3Dltr align=3Dleft><SPAN class=3D322492100-08112005><FONT =
face=3DVerdana=20
color=3D#0000ff size=3D3>Hi Rick,</FONT></SPAN></DIV>
<DIV dir=3Dltr align=3Dleft><SPAN class=3D322492100-08112005><FONT =
face=3DVerdana=20
color=3D#0000ff size=3D3></FONT></SPAN> </DIV>
<DIV dir=3Dltr align=3Dleft><SPAN class=3D322492100-08112005><FONT =
face=3DVerdana=20
color=3D#0000ff size=3D3>I have dealt direct with HP on our boxes with =
no problem.=20
We did not purchase them through Avid though. We have 2 ea W8000 and an =
XW8000.=20
</FONT></SPAN></DIV>
<DIV dir=3Dltr align=3Dleft><SPAN class=3D322492100-08112005><FONT =
face=3DVerdana=20
color=3D#0000ff size=3D3></FONT></SPAN> </DIV>
<DIV dir=3Dltr align=3Dleft><SPAN class=3D322492100-08112005><FONT =
face=3DVerdana=20
color=3D#0000ff size=3D3>From what I hear on the grapevine right now HP =
support is=20
getting bogged down and seems to be unresponsive. Very tuff to deal=20
with.</FONT></SPAN></DIV>
<DIV dir=3Dltr align=3Dleft><SPAN class=3D322492100-08112005><FONT =
face=3DVerdana=20
color=3D#0000ff size=3D3></FONT></SPAN> </DIV>
<DIV dir=3Dltr align=3Dleft><SPAN class=3D322492100-08112005><FONT =
face=3DVerdana=20
color=3D#0000ff size=3D3>I will throw a plug in here for RICOM. They are =
HP dealers=20
and right down the road from HPs large warehouse. They have been able to =
find=20
any item I or my clients needed and send it within 24=20
hours.</FONT></SPAN></DIV>
<DIV dir=3Dltr align=3Dleft><SPAN class=3D322492100-08112005><FONT =
face=3DVerdana=20
color=3D#0000ff size=3D3></FONT></SPAN> </DIV>
<DIV dir=3Dltr align=3Dleft><SPAN class=3D322492100-08112005><FONT =
face=3DVerdana=20
color=3D#0000ff size=3D3>Howard</FONT></SPAN></DIV><BR>
<DIV class=3DOutlookMessageHeader lang=3Den-us dir=3Dltr align=3Dleft>
<HR tabIndex=3D-1>
<FONT face=3DTahoma size=3D2><B>From:</B> owner-ds(at)Softimage.COM=20
[mailto:owner-ds(at)Softimage.COM] <B>On Behalf Of=20
</B>Dsderanged(at)aol.com<BR><B>Sent:</B> Monday, November 07, 2005 5:12=20
PM<BR><B>To:</B> DS(at)Softimage.COM<BR><B>Subject:</B> OT : HP Customer =
Support=20
Frustration<BR></FONT><BR></DIV>
<DIV></DIV><FONT id=3Drole_document face=3DArial color=3D#000000 =
size=3D2>
<DIV>Anyone else have any issues with HP support? It was my =
understanding=20
that our boxes come with 3 year on-site warranty. Here is my =
vexing=20
ordeal.</DIV>
<DIV> </DIV>
<DIV>Had my install done by VAR right around Hurricane Wilma time. =
Main=20
goal was to get system up and running and did not attempt permanent rack =
mount=20
etc. ( Done by Virtual Media / Orlando. I love those guys =
and Wayne=20
Wolf is the best I've seen.)</DIV>
<DIV> </DIV>
<DIV>System was stable and A-OK. Decided to do permanent rack =
mount under=20
blue skies. ( Raid Chasis in slider rack / BOB rack mount =
etc.) Well=20
I will be the first to admit, that I inadvertently bumped a female SCSI=20
connector when sliding CPU into rack. Slightly munched female =
SCSI connector which protrudes form bottom of CPU and not flush =
like other=20
connectors.</DIV>
<DIV> </DIV>
<DIV>( I did not immeadiately realize I did this until I fired up the =
new Nitris=20
and it did not see Video Storage ) </DIV>
<DIV> </DIV>
<DIV>OK, I am first to admit I did a stupid "fat finger"=20
thing. Oh well, opened CPU, traced 60 pin SCSI cable had =
an HP=20
part number and I figure I will just order me another.</DIV>
<DIV> </DIV>
<DIV>Called on Tuesday, ordered part. Told I would get UPS next =
day. =20
They could not provide Tracking number. Nothing shows up on=20
Wednesday, or Thursday. Called my VAR and my main man Wayne =
sent me=20
another cable which I installed and was back up and running.</DIV>
<DIV> </DIV>
<DIV>Got a call from a 3rd party supplier to inform me the cable was on =
Back=20
Order. Could not</DIV>
<DIV>say when I would get a new one. Went through 3 levels of =
escalation=20
with HP and could not believe the sheer lack of urgency. The =
tech guy=20
sounded like Barney Fife and was so excited that there was a dilema, I =
though he=20
might choke on his pocket protector.</DIV>
<DIV> </DIV>
<DIV>Got a call on Friday from a 3rd party Tech in town saying the part =
was in,=20
but could not locate it at the UPS pick up location. Too many =
other=20
packages, needle in haystack. </DIV>
<DIV> </DIV>
<DIV>Part showed up today ( Monday) .....5 business days later. =
</DIV>
<DIV> </DIV>
<DIV>Bottom line. My VAR saved my butt and I don't have too much=20
confidence in HP right now.</DIV>
<DIV> </DIV>
<DIV>Did I not go throught the proper channels by dealing directly with=20
HP? Do they realize that their computer is tied to a $140K edit =
system and=20
a $20 part potentially shut me down for almost a week? Is there =
some other=20
level of support other than "Billy's Gran Turismo 4 Computer is broken" =
and "I=20
can't play video poker" level of support we should receive? I =
mean, go to=20
another computer, rip the cable out and send it to me!</DIV>
<DIV> </DIV>
<DIV>Sorry.....had to vent, purely at HP. Not an AVID issue at =
all, and I=20
am the first to admit that</DIV>
<DIV>I caused the cable issue. ( Athough it is at an odd and =
exposed=20
location ) Apologize for the long post. An editor should be more=20
brief.</DIV>
<DIV> </DIV>
<DIV>OK....here goes....Intergraph would have NEVER let this =
happen.</DIV>
<DIV> </DIV>
<DIV>On a positve note. The easy access to the guts of xw8200 is=20
amazing. Components are easy to get to and very well designed for =
easy=20
swap out.</DIV>
<DIV> </DIV>
<DIV>Blue Skies.......Rick at naked eye</DIV>
<DIV>Proud Nitris Owner</DIV>
<DIV> </DIV></FONT></BODY></HTML>
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