I've been an HP Support Engineer for so many years I now have to disagree.
Of course, there were specifications of what was supported and what was not.
That has always existed. But, at least, we could "give it a try", in other
words try and understand what the problem really was, and do a decent
Support Engineer's work.

In a nutshell, and besides very rare blatant abuse, I would never have
stopped at bad luck, thanks for calling, have a nice day.

As always, YMMV. Which, in this case, is unfortunate.

Christian Lheureux
Responsable du Département Systèmes et Réseaux / Head of Systems and
Networks Department
APPIC R.H.
business partner hp invent
Tel : +33-1-69-80-97-22   /   Fax : +33-1-69-80-97-14 / e-mail :
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AIM nickname : MPE Evangelist
"Le Groupe APPIC recrute, contactez nous !"



> -----Message d'origine-----
> De : HP-3000 Systems Discussion [mailto:[log in to unmask]]De la
> part de Tom Hula
> Envoyé : vendredi 6 septembre 2002 15:32
> À : [log in to unmask]
> Objet : [HP3000-L] HP Support
>
>
> I had a very good example and contrast of HP Support versus
> Beechglen and other companies like Beechglen. I use Beechglen
> as an example, since we were their customer up until we
> purchased the A400/110 series and put that into production.
> Since the 1st year of support came with the purchase price of
> the new computer, I was forced to drop our relationship with
> Beechglen until that year of support with HP is done. Purely
> a dollars thing.
>
> Every time that I called Beechglen about anything, they were
> always there to help. They might not always come with a
> solution, but that was not for lack of trying. I never heard
> any speeches about why they couldn't help me with the
> particular problem I was trying to solve.
>
> Then there is HP. I've already mentioned this occasional
> problem where the computer room printers remain idle even
> though there are new print files to print. One printer is an
> HP2564C that is not supported by HP connected to an Axis
> printserver that is, of course, not supported by HP. The
> other printer is a PSI PP405 printer that is not supported by
> HP (at least not anymore). The term that was used was that
> the PP405 was not certified for use on a network. I won't
> even go into the fact that HP is no longer supporting us with
> low-cost line printers of any kind. I'm sorry, but laserjet
> printers just don't work everywhere.
>
> In any case, all I got from HP was "the speech" on why they
> couldn't do anything for me or even suggest anything. The
> speech was carefully schooled, as he basically said, in nice
> sounding words, tough luck and too bad and have a nice day.
>
> So in other words, if everything was just right for them and
> I was still having a problem, then they would be forced to
> actually help. Useless.
>
> Tom Hula
> Victor S. Barnes Company
>
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