Feeds

HP users decry Itanium, SAP issues and bad English

Execs try to respond

  • alert
  • submit to reddit

High performance access to file storage

Away from the Itanium issues, HP's customers also had serious concerns about numerous areas, including the company's support staff and services contracts.

Photo of a fake Xbox game called Carly Fiorina's Outsource: Exodus to BangaloreOne point of difficulty is the offshoring of HP's call center staff to India. Users complained that they can't understand the Indian workers.

"We do have some issues that we have identified and need to work through," said Bob Floyd, HP's VP in charge of customer services.

He insisted that HP will keep up its offshoring practice as it is a "global company" and is working to improve the accents of the Indian staffers. "We have to continue to work on the language so they can be understood," he said. Being understood does help.

Most of HP's Indian staff handle consumer PC calls, but as HP teaches these workers a Texas twang, it plans to have them handle high-end support issues.

Another customer complained about HP's three-year support services contracts. Unlike some vendors, HP makes customers pay the total price of the contract upfront, if they want any kind of price break for buying three years of support instead of just one. Other vendors allow customers to enjoy a price break and simply pay for one year at a time.

"I will take that back as input," Floyd said. "We'll see what we can do on that."

The Shipping News

But the biggest complaint against HP by far came as a result of its poor shipping practices. Many of these grumbles were covered here, but one user, who did not make that story, stood out.

Bob Lewandowski, of ASAP Software in Illinois, was outraged by HP blaming a difficult SAP supply-chain software rollout for recent financial losses and shipping problems.

"I can't get good delivery dates," he said. "It would help me if you would update channel partners so that we can get realistic delivery times. My guys come back and say, "Well, we can get IBM products but not HP products.'"

"As a shareholder as well as a customer, it's hard for me to say there is a lot of benefit in keeping (customers) as all HP shops. It's hard for me to swallow, as a shareholder, that HP makes us customers pay for a consolidation of SAP that is supposed to save costs."

Rather ironically, HP CEO Carly Fiorina was just bragging about HP's wonderful supply chain expertise back at the company's June meeting with analysts.

"Fiorina said that HP would bring the same focus on execution to selling products and services in this new technology era, as it did with the HP-Compaq merger," according to this report. "In fact, it is the merger that made HP aware that the lessons it learned in streamlining one of the most complex manufacturing, supply chain, and IT operations in the world made it realize it had to change not only what it sells but how it sells. When customers buy into HP's Adaptive Enterprise approach to IT, what they are buying is a piece of that HP merger experience."

After HP lost $400m in revenue from the failed SAP rollout, customers may well move as far away from the HP merger experience as possible.

As RedMonk analyst James Governor puts it, "HP is trying to build an application management business to rival IBMs. What better case study in proving your R/3 and Netweaver capability than a good old dogfood eating session - show everyone how to merge two SAP systems and they will come to you the next time they make a merger or acquisition and want to do the same thing. Who would go to HP now for a large scale SAP integration? The CEO just publicly said HP can't effectively manage such a project."

"There was a time when IBM's sales force had some issues with a Siebel rollout. But the world at large never heard a thing. IBM wasn't about to criticize its most important CRM partner in public. Well HP just did exactly that." ®

Related stories

HP's Fiorina stood up by Argentina's President
HP's order system chaos to continue throughout August
HP's Unix base offered Opteron carrot
HP's Livermore opts for 'content free' content
HP preps little EVA starter box
HP unveils Unix roadmaps

High performance access to file storage

More from The Register

next story
Seagate brings out 6TB HDD, did not need NO STEENKIN' SHINGLES
Or helium filling either, according to reports
European Court of Justice rips up Data Retention Directive
Rules 'interfering' measure to be 'invalid'
Dropbox defends fantastically badly timed Condoleezza Rice appointment
'Nothing is going to change with Dr. Rice's appointment,' file sharer promises
Cisco reps flog Whiptail's Invicta arrays against EMC and Pure
Storage reseller report reveals who's selling what
Bored with trading oil and gold? Why not flog some CLOUD servers?
Chicago Mercantile Exchange plans cloud spot exchange
Just what could be inside Dropbox's new 'Home For Life'?
Biz apps, messaging, photos, email, more storage – sorry, did you think there would be cake?
IT bods: How long does it take YOU to train up on new tech?
I'll leave my arrays to do the hard work, if you don't mind
prev story

Whitepapers

Securing web applications made simple and scalable
In this whitepaper learn how automated security testing can provide a simple and scalable way to protect your web applications.
Five 3D headsets to be won!
We were so impressed by the Durovis Dive headset we’ve asked the company to give some away to Reg readers.
HP ArcSight ESM solution helps Finansbank
Based on their experience using HP ArcSight Enterprise Security Manager for IT security operations, Finansbank moved to HP ArcSight ESM for fraud management.
The benefits of software based PBX
Why you should break free from your proprietary PBX and how to leverage your existing server hardware.
Mobile application security study
Download this report to see the alarming realities regarding the sheer number of applications vulnerable to attack, as well as the most common and easily addressable vulnerability errors.