Forum Thread

Is HP Corporate support as bad as I think

komondor 5,848 2,388 September 8, 2016 at 01:33 PM
I just spent over 40 minutes on chat with HP going over how many SATA Ports my Z820 has.
My issue is that if I connect 4 drives to the LSI controller it only sees 2 drives, if i use the Intel controller then all 4 are seen.

Both controllers are on the motherboard

I asked if there was a way to reset the LSI controller as it is a 6GB and the Intel is 3, if not they need to send a tech out with a new motherboard.

We have not gotten to that point yet!!!

I have to leave work to drop off a laptop.

I can see if I had an obscure issue but since it all works with the Intel it is not the cables and the drives are 300GB so it is not a size issue. Workstation is still under warranty and cost about 5K!

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#3
I am sure they are just like every other tech support\customer support group and the 24 year old outsourced reps in Mumbai making $5 a hour are crack IT specialists fully familiar with the hardware and software they sell. And if you believe that, I have a bridge for you.

You get what you pay for and when it comes to support, most companies simply do not care.
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#4
Everybody hates calling support. But some of them are pretty ok though.
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#5
The whole thing is this is a Workstation costing about 5K actual selling price not list. It is not a cheap consumer desktop. When I call dell for my 250.00 Inspiron I know I am going to get someone less than competent, but when I call for a workstation they should be able to at least be able to pull up the product, information.
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#6
Quote from komondor View Post :
The whole thing is this is a Workstation costing about 5K actual selling price not list. It is not a cheap consumer desktop. When I call dell for my 250.00 Inspiron I know I am going to get someone less than competent, but when I call for a workstation they should be able to at least be able to pull up the product, information.
It's the fiorina aftereffect.
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#7
Quote from komondor View Post :
The whole thing is this is a Workstation costing about 5K actual selling price not list. It is not a cheap consumer desktop. When I call dell for my 250.00 Inspiron I know I am going to get someone less than competent, but when I call for a workstation they should be able to at least be able to pull up the product, information.

First off, once a company has your money, they could not care less whether you spent it on a 5k machine or a 200 dollar machine. To them, support is just an expense and they will have the same inept 24 year old tech offshore read you their canned, recipe script either way.

Secondly, if a company cared about its reputation or customer service they would not have hired inept fools to support their products in the first place. The fact that they send it off shore for $5 an hour or whatever they make is all the proof you need that customer support is to them just something they have to pretend to offer.

There are some exceptions obviously and some companies stand by their products better than others, but by a large, it is a race to the bottom in Customer Service, esp. consumer computer customer service. They are generally all inept fools reading canned scripts and following a set recipe to resolve issues they read from a database all of which you likely could find out yourself via internet search. If something off script comes up, most of them generally have no clue how to resolve it.

Now I am sure if you are some big corporate customer of theirs that spends millions on equipment each year and you call in you will get a much higher level of service, but at the consumer level, it is basically just a waste of time most of the time.


My 2 cents.
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#8
Quote from xxxHolic View Post :
Company is only nice to you before you give them your money.
Quote from YanksIn2009 View Post :
I am sure they are just like every other tech support\customer support group and the 24 year old outsourced reps in Mumbai making $5 a hour are crack IT specialists fully familiar with the hardware and software they sell. And if you believe that, I have a bridge for you.

You get what you pay for and when it comes to support, most companies simply do not care.
That is not the case. HP BUSINESS. support is based out of New Mexico with native English speaking employees. They are solid and professional and follow up to ensure the issue has been resolved. Its important not to generalize if you have no experience with a specific brand.
Its also important to not that OP is using the chat function...call someone on the phone, they pick up promptly and the process will be much quicker and smoother.
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Last edited by fenderman September 9, 2016 at 09:26 PM

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#9
Well I received a call back from someone who was Indian for sure he had an English accent but India Indian for sure.

They still had no clue about their product and spent more time trying to say it was not supposed to work.
First they said the RAID controller was not LSI if it was not a separate card, I said it says LSI when you enter the setup as part of the bootup, but let's call them the 8 port (LSI) and 4 port (intel) then they say the controller will only support total arrays of 2TB, now in theory you could have 8 drives even though you would have to sue splitters for the power. Even 4 current drives would be tough to have less than 2TB. But I do I am using 300GB 10K Raptor drives (we had hanging around for 5 years) so 1.2TB.

I mentioned in my email I sent that it was a 4x 300GB array. Then they say that the 8 port is made for SAS drives only, now this is funny as it only has the sata connector as there is a drive cage for the drives. Of course I have been using 2 drive RAID 1 arrays using the LSI RAID for about 100 systems with no issues ( the LSI is 6GB the Intel is 3GB the drives perform like crap either with RAID or no RAID so I figured lets try RAID 5 with the 10k drives).

He then asks if I have checked the BIOS to make sure the RAID settings are correct. I again point out he does not know his own product. The BIOS does not see the drives at all until you create an array, there are no settings in the BIOS other than to enable or disable the controller. The controller is working as it will see either 2 or 3 drives depending on how I arrange the cables on the 8 ports.

After another 20 minutes of wasted time in which they have ZERO suggestions as to what the issue could be other than a bad motherboard, I tell him that I want a new motherboard.

He finally agrees and I should have an email Monday on the status of the repair. I plan on contacting our HP rep to let them know about the poor support I had.


My program purchased these HP workstations before I transferred in so I am kind of stuck with them, they cost with our corporate discount over 5K each ( they had to be over 5K due to how the company classifies desktops between basic desktop and workstations). I have to go thru all of them and get them reimaged, remove the Intel SSD they have that have the data loss bug in them http://www.tested.com/forums/pc-and-mac/44240-huge-bug-in-intel-ssds-complete-recovery-information-h... [tested.com] and set up the drives in RAID 1 for some form of data protection.

I have a fair supply of the raptor drives and the HD benchmark of the RAID 5 array and the Raptors was really good so getting all 4 drives working on the LSI controller can be a real issue.

Sorry for the long post, but people looking to purchase systems should be aware of the quality of support if that is important.

I thought that well contacting HP they would have a way to reset the LSI firmware and the issue would be fixed or they would replace the motherboard with just a quick chat.

I am more of a Dell person and have contacted them for lots of issues and while it has not always been perfect it has not been incompetent calling for corporate support, home use yes.
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#10
Quote from YanksIn2009 View Post :
First off, once a company has your money, they could not care less whether you spent it on a 5k machine or a 200 dollar machine. To them, support is just an expense and they will have the same inept 24 year old tech offshore read you their canned, recipe script either way.

Secondly, if a company cared about its reputation or customer service they would not have hired inept fools to support their products in the first place. The fact that they send it off shore for $5 an hour or whatever they make is all the proof you need that customer support is to them just something they have to pretend to offer.

There are some exceptions obviously and some companies stand by their products better than others, but by a large, it is a race to the bottom in Customer Service, esp. consumer computer customer service. They are generally all inept fools reading canned scripts and following a set recipe to resolve issues they read from a database all of which you likely could find out yourself via internet search. If something off script comes up, most of them generally have no clue how to resolve it.

Now I am sure if you are some big corporate customer of theirs that spends millions on equipment each year and you call in you will get a much higher level of service, but at the consumer level, it is basically just a waste of time most of the time.


My 2 cents.

That is where I am surprised my company does spend millions with HP every year

This is me from a long time ago http://www.infoworld.com/article/...rival.html I received a couple of calls from our local HP support and sales people saying I should have contacted them. I didn't as the printers were a consumer product. Using VPN we could not print to a network printer so I had to have a 1 to 1 ratio pretty much. That time HP literally fell over themselves, the shipping cost was more than the cost of the printers. Have you ever priced out shipping same day via an airline?
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#11
Sounds strange, every time I call hp business support I get a native english speaker...and they make a point to say they are in New Mexico...are you calling the business support number?
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#12
Quote from komondor View Post :
That is where I am surprised my company does spend millions with HP every year

This is me from a long time ago http://www.infoworld.com/article/...rival.html I received a couple of calls from our local HP support and sales people saying I should have contacted them. I didn't as the printers were a consumer product. Using VPN we could not print to a network printer so I had to have a 1 to 1 ratio pretty much. That time HP literally fell over themselves, the shipping cost was more than the cost of the printers. Have you ever priced out shipping same day via an airline?

Nothing surprises me. I used to purchase a lot of stuff for my team and had to go through the official company procurement channel to do it. I usually got Dell equipment and most of the time things were fine. However I had a one occasion where the model of laptop they were delivering was complete garbage imo (hard drives would burn out within a few months, screens were having issues, laptop seemed to be too fragile to shock, etc). They basically were not doing anything other than replacing parts under warranty with refurbs that were the same low quality garbage. I cut off all purchases and threatened to go to HP for future purchases even if it meant playing games with my budget before they started to give me some real support. They are all the same in the end imo. Money talks and unless you threaten them where it hurts (in the wallet), you get the lowest level of ineptness they can get away with imo.

As to why big companies do not have\use more clout. Some do but the issue will have to be big enough to get through the corporate bureaucracy and the unwillingness of its paper pushers to do anything.

Also, it is no secret but the Purchasing dept of many companies is filled with graft and corruption and a lot of them are taking kickbacks imo. Some Procurement VP getting a kickback from a vendor is not likely to want to rock the boat and jeopardize his situation.
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#13
Did you check to see if there is a newer version of LSI firmware? You could boot WinPE and run some commands to try to see the drives, you'd need to inject drivers first though. Not sure a new motherboard will solve your issue. Which LSI chipset?
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#14
Is corporate support as bad as you think?
HPI or HPE?
And either way, the answer is... it depends. They have a complicated support structure.

Let's just say I know a guy that knows a guy that knows about this stuff.
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#15
That is another weird thing the Z8XX workstations should have gone with HPE but they did not. I heard from the regional HP support people but I have still yet to speak to someone who knows about the Z820 workstations.
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