|IPROF Management Roundtable
|Training HP support contract
administrators to recognize
PowerPatch 4 and Express 3
Q: Rick Gilligan from Case. My question is with regards to the HP support contact administrators, who from my experience lately do not seem to understand what is required with regards to ordering a PowerPatch and Express tapes. When I ordered a PowerPatch 4 tape and obviously we had a discussion among everyone over 3000-L about Express 3 being necessary if you hadnt already installed Express 3. So I get my PowerPatch 4 tape and find out about that , so I called up to order an Express 3 subsys tape. An Express 3 PowerPatch tape shows up with no subsys tape. All I wanted was a subsys tape. I call back. She does not even know what a subsys tape is, and this is the person that the Response Center had me call or had call me back to order the tapes from.
She had to get her manager on the phone, and eventually I managed to convince them that what I needed was the Express 3 subsys tape to install PowerPatch 4. Otherwise, I was going to lose the functionality. They did assume, I believe, that every Express release that came out I would have ordered and installed so there is no reason for them to ship that to me. Then when I wanted it they didnt even know what it was because in their mind Express 3 is one muddled thing and they didnt know how to relate subsys tapes to that. Ive had some other products that Ive had the same problems with.
I would certainly appreciate it if
you could get some more training
to the contract administrators, so that it
is a little more clear
to them what the tapes that you can order
are and why, so that
its not quite as big problem as it
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