It's junk. Worse than nothing at all because it is a constant source of
frustration. I talked to several HP managers at HPWorld '97 both on the
vendor floor and at the Support Roundtable. Clearly none of them had
tried to use it because they all expressed surprise at the complaints.

In most areas, the ESC has improved, but the so-called Technical
Database remains an embarrassment. And it's inadequacies cost HP (and
hence those of us paying support contracts) money: consider how many
calls are made to the RC because the information was not available (or
findable) electronically?

For what it is worth, I forwarded Stan's post with my comments to the
"America's Software Service & Support Manager Worldwide Customer Support
Operations" (how about that for a title) whom I met at HPWorld '97. Of
course, by now he is probably working somewhere else. Sigh.

John Burke
[log in to unmask]

> -----Original Message-----
> From: Stan Sieler [SMTP:[log in to unmask]]
> Sent: Tuesday, February 03, 1998 3:20 PM
> To:   [log in to unmask]
> Subject:      HP ESC : junk or just really really bad?
>
> Hi all,
>
> Ok...I had to use HP ESC again today ...
> ....what a piece of junk.
>
> (yeah...I cut out all the fun swear words)
>
> Does anyone have any idea how we can get HP to provide a GOOD
> system?  One that actually separates MPE from HP-UX from NT from
> Sparc?  One where boolean searches actually work correctly?
> One where we have a non-censored, full database?
>
> I've complained, badgered, whined for years ... with no results.
>
> I've asked the so-called "HP Management Roundtable" ... with no
> results.
>
> I've had one-on-one discussions with HP Support engineers / managers
> ...
> with no results.
>
> We *pay* money for HP ESC ... maybe we should be billing HP for time
> wasted using it.
>
> (For the management this might get routed to, HP ESC is the
> Hewlett-Packard Electronic Support Center at
> http: http://us-support.external.hp.com)
>
> --
> Stan Sieler
> [log in to unmask]
>
> http://www.allegro.com/sieler.html