Question

hp

Asked by: YASSIE

Hello
I am now working at Japan.

Our  hp ML370R04 has many many troubles .
I called 9 times to repair for 4 years .  Many cases our LTO3 tape backup speed slow down to half.
Recently , hp LTO3 tape cannot compress suddenly....

New ML370 setup in rack  4 years ago , but there is the HDD fault lamp trouble before install windows software . But hp Japan assert hp NEVER replace with new hardware because this trouble is only your case !!!!!!


My call was given someone the runaround .
hp Japan escalation manager  HASUIKE also tried to cheat me.
HASUIKE told  1 defective tape in 10  tapes is in the  hp acceptable margin.
Incredible quality !

Is there any escalation process to hp HQ ?
In every country , hp try to cheat the customer ???

In Japan, hp Japan never try to fix user troubles.
Many people write complaints their own blogs.

I appreciate your help .
Still , our server has the problems.

Best regards

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Asked On
2008-12-07 at 17:50:12ID23964831
Topics

Computer Servers

,

Personal Computers

,

PC Laptops

Participating Experts
3
Points
504
Comments
10

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Answers

 

by: WakeupPosted on 2008-12-07 at 18:23:10ID: 23118397

Not sure what you want us to say?  If you have been having trouble for 4 years?
and it is no longer under warranty?  Maybe it is time to replace?

HP is HP as is DELL is DELL....Doesn't matter what brand it is, you always have the defensive mechanism of the customer service representatives and support staff.

They are never quick to accept the problem as their own.  Always user problem first then if escalated by many, then SOMETIMES it may be seen as a manufacturer problem.
Unfortuantely that is the way busines is run.

 

by: YASSIEPosted on 2008-12-07 at 18:47:19ID: 23118469

Hello

Still under warranty .  I set warranty 24h x 7days when I buy .

We use 6 hp servers ( DL360 , DL380, ML370 ) and more than 40 hp desktops.
Actually , unfortunately , only ML370 has the many trouble.
More than 15 desktop pc cooling fan retention broken .

You assert  " this is HP way "  and  "this is HP quality " and
I have to give up without complaints and buy other product ?

In all over the world , everybody and every company include  Fortune 400  agree  your opinion ?

Best regards,

 

 

by: WakeupPosted on 2008-12-07 at 18:56:54ID: 23118505

No...not saying that...I was under the assumption that the warranty for most products is 1 year.  You were not clear with the warranty status until now.
Now if it is still under warranty, then you need to escalate and complain and not accept no for an answer.

But unfortunately tho as well, that it is the HP/DELL/SONY/GATEWAY/(Any brand you want).  They wont be easily to accept that the problem is theirs.  
I would suggest you try to escalate the problem.  
As for the tape drive problem?  that just could be the tape drive and that is how it is, only way to test to see if it is indeed a tape drive problem is to have a side by side test, one that you know works and the one in question...does it take just as long?  or is it slower than the other etc?  Then you have a case to go to HP to get that fixed.  They wont do much to help you unfortunately.
As far as the HDD light going on when it should or should not?!  not sure what to say there.  If it is a problem, again ESCALATE.  Don't take no for an answer.  ESPECIALLY if it is hindering you from doing what the computer is supposed to do.  That is all I can say.

 

by: YASSIEPosted on 2008-12-07 at 19:25:51ID: 23118619

Hello

Yes, still under warranty.  But hp Japan does not try to fix .... as I wrote in 1st comment.

So I want to know hp US HQ escalation path because hp Japan does not act.
So please tell me anyone if you know US HP escalation path !

I also worked in computer field about 25 years include 15 years in Digital Equipment/ EDS.
But hp Japan lazy action is too bad !


First HDD light trouble,  hp engineer changed most of server parts include system board , HDD, SCSI card, array controller, etc. and fixed at that time.

As for the tape drive backup speed slow down issue,  many times in 4 years !
Now ,  hp assert  disk array problem and it already fixed 3 years ago.
But we have the same troubles in recent years .  And I called hp and engineer changed many parts.
Several months or 1 year , trouble fixed .  But suddenly same trouble happen again evenif I did not change anything !

hp japan engineer request some test program . And I sent the result after test.
But 1 week later, he did not analyze .  And he request other test program without analyze...


About recent LTO3 hp tape cannot compress data evenif I  can compress with other LTO3 tape.
hp Japan refuse to change tape with new one.
and assert " 10 percent  bad product is in the margin ".

In my company meeting room , I complaints to hp people.
Once they  agreed and told " change ML370 with new machine" .
But next day, hp japan people told " we will change with  hp japan internally USED MACHINE " .
hp japan people told " of course , we will remove the dust and install in your rack ".

Maybe you cannot believe , but this is true .   CURRENT HP JAPAN STATUS .
Does anyone know the escalation process to hp US HQ ????
I would like to fix this problem ASAP.

 

by: WakeupPosted on 2008-12-07 at 20:30:48ID: 23118783

Unfortunately I don't think HP USA will help HP Japan.  So you can try going thru the process....But I dont think they can or will do anything for you.
Now a Used machine is customary for them to do that.  The warranty usually does not state you will get a new machine.  Most likely the warranty states they will fix/replace as necessary etc etc etc...you will need to read your warranty documents to see what they WILL and WON'T Do.

You can try going here online:
http://www11.itrc.hp.com/service/mcm/countrySelection.do?action=submitcase&lang=en&admit=109447626%201228710531538%2028353475&prodSeriesId=254940&cc=us

 

by: YASSIEPosted on 2008-12-08 at 00:46:13ID: 23119229

>Unfortunately I don't think HP USA will help HP Japan.

But this is the only choice because hp japan never work.

>The warranty usually does not state you will get a new machine.

Yes , of course,  but  1 year warranty customer accept  365days server stop to be repaired ?
I do not think so.
Our ML370 stop every 6 months  and hp japan engineer easily request me to stop server .
They told " we work step by step ".   hp japan never tried to fix the problem within short period.
Does this company style ?
I think  hp should talk " customer should not use hp server for mission critical use " before customer buy.

About itrc,   if I wrote some comments in ITRC ,  I think hp japan engineer will check in slowwww pace.
And they never try to fix as before.

I  want HP US HQ DIRECT escalation process to fix this problem ASAP !!!
Does anybody know the escalation process ?
Or I should send messeage to WALL STREET JOURNAL ?

Regards,




 

by: WakeupPosted on 2008-12-08 at 00:54:46ID: 23119249

Unfortunately that is the process....slow and steady....
Not quick and fast.
So, not sure how to go about getting direct Escalation but you can contact HP here:
http://welcome.hp.com/country/us/en/contact/phone_assist.html
HP and Compaq products: 800-HP invent or 800-474-6836 24 hours a day, 7 days a week for most products U.S.: English and Spanish for most products.

Anyway Unfortunately they don't have a quick way to verify/fix your problem.  They want to do the testing and the fixing.  All I can say is good luck!  

Oh and here's HQ info:
http://www.hp.com/hpinfo/abouthp/regional.html

Maybe you can talk to someone there.

 

by: BlackfuryPosted on 2008-12-09 at 02:56:27ID: 23128191

I suggest you check your signed Service Level Agreements with HP so you can make legal claims. If they're claiming something and it's not on your documents then it's a different story. Also, if you're not satisfied with the support given to you by their current escalation manager, request for another or until up to the level that can work with you to resolve the problem.

My job requires me to purchase hundreds of servers from HP and support has been great for me so far. A bit off topic but, it usually takes them more than a month to process the PO and deliver the servers to our datacenters.

 

by: andyalderPosted on 2008-12-22 at 09:05:30ID: 23227717

This seems a very strange case, faulty hard disks are replaced next business day here in UK, faster if you have a carepack. Of course they may ask for an Array Diagnostic Report but that only takes them a few seconds to analyse because they have a program to do it. (takes me a whole hour to analyse them because I have to do it by hand). They don't generally come out for faulty disk drives, just ship one with a returns label since it is a customer replacable part.

Tape drive problems are generally environmental, LTO3 is a bit fast for a ML370 G4 unless it's one of the slower half-height ones. Not being able to feed it at full speed can cause increased head wear but if HP have offered a carepack on the server it covers what's inside it including the tape drive. Never heard of anyone claiming 10% of tapes may be faulty before - if that was the case nobody would buy their media from HP!

20120131-EE-VQP-002

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