3 ms·

I work for an MSP. This is HP's motivus operandi. We had a number of machines that constantly blue screened. Reviews of the crash dump were impossible because i

I work for an MSP. This is HP's motivus operandi. We had a number of machines that constantly blue screened. Reviews of the crash dump were impossible because in the middle of the dump the system would lock up. We also had a number of Dell machines in the same Active Directory domain running the same software that had no issues. After about 3 months of testing (and about 5 'lost' tickets) the client was getting pissed due to a lack of a resolution. We did everything they asked. The final response was that Internet Explorer was not supported on these machines and we needed to stop using it (In this case, basically "Don't use the machines you paid for and they won't bluescreen"). Not IE 8 or 9 mind you, IE11 on Windows 7 machines. I asked them to update their website to reflect this, as I'm sure many customers would like to know, they never did. (It was bullshit, the problem was bad ram, when I replaced it with some I had laying around everything worked fine) It happened that IE11 was a requirement for the web app they use. Eventually we were able to get the VAR to eat the costs and send us replacements, but HP never claimed any responsibility whatsoever. It's on my never buy list now, what a nightmare.

Spooky23 10y ago
One of the fun parts of working at a mega-enterprise is being able to screw vendors like this to the wall. Example: - 15 minute callback from a L2 engineer, 98% compliance or hardware replacement. - PC vendors had to hit specific targets for failures in the first 90 days -- exceed a certain number of failures and everything gets replaced. - 72 hour call-to-resolution with penalties that climbed up for SLA misses. The upshot is that the vendor actually tests our shit in the factory. The downside is that folks like your customer who lack leverage get the reject parts.

3 ms·

I work for an MSP. This is HP's motivus operandi. We had a number of machines that constantly blue screened. Reviews of the crash dump were impossible because i

by cmdrfred 10y ago

Spooky23 10y ago
One of the fun parts of working at a mega-enterprise is being able to screw vendors like this to the wall. Example: - 15 minute callback from a L2 engineer, 98% compliance or hardware replacement. - PC vendors had to hit specific targets for failures in the first 90 days -- exceed a certain number of failures and everything gets replaced. - 72 hour call-to-resolution with penalties that climbed up for SLA misses. The upshot is that the vendor actually tests our shit in the factory. The downside is that folks like your customer who lack leverage get the reject parts.