HP service for a Puerto Rico Alpha, the saga

jordan_at_ccs4vms.com
Date: 01/18/05 

Date: 18 Jan 2005 07:32:14 -0800

Early last year we started the ball rolling to place a DS10 at a
customer in Puerto Rico under a support contract; the system was (then)
still under warranty (a 36 month Carepaq).

Working through the tiered distributor we originally bought the system
from (and taking a couple of months) we received final quotes and sent
a PO; they submitted it to HP. Even though the quotes had come from HP
in the first place (and the long delays were due to waiting for their
responses to the distributor), we were then told that HP USA could not
provide the contract after all (they had the info about the system
location from the beginning and not said a word), and to talk to HP
Puerto Rico directly.

It took several weeks to get someone in Puerto Rico to respond.
Voicemail boxes were always full, email was not responded to. Copies
of the US quotes were sent (by request) then never responded to. Our
person eventually managed to reach a manager at HP Puerto Rico. Nearly
2 months after starting with Puerto Rico, we finally received a quote.
A PO was sent in the next day (beginning of December). To date, no
response has been received to the PO or to followup emails. Can't
leave voice mail as the boxes are always full. We received one
response early this month saying they would get back to us 'shortly'.
They haven't, and further contacts (or attempts: voicemail) have
resulted in the same lack of response.

Our contracts person has around 80-90 hours into this fiasco since last
May.

We have posted this tale of woe, but with names and dates included, to
Ms. Fiorina's 'Tell Carly' page. Although I never got a response to
the last one I sent (about HP increasing the VMS license transfer fee
from $300 to $400), I guess its worth a try.

Although this may get someone's cage rattled and get things rolling
again, I'd still like to know if anyone has either a usable contact for
this situation in the HP Puerto Rico service organization, or any
alternatives that can provide system/hardware support _ONSITE_ for a
DS10 there. We CANNOT use a parts service, and we can, if needed, live
without VMS software support.

Thanks for any info.

Rich
CCS

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