HP introduces $35 enterprise charge for North American customers

SOURCES TELL the INQUIRER that HP will introduce a stealth-like charge of $34.95 in the USA from next Monday if customers want to speak to a real live American boy to talk to you on your phone about Proliant servers.

The charge will initially apply to Enterprise Proliant Technical support but if the $35 seems a little excessive, you can always use the online support form or email support which will be handled out of HP's Indian outsourcing facility.

The way HP is explaining this inside is what you'll hear if you're a US Compaq customer in the USA or Canada. While all previous warranty statements had lifetime telephone support, the Compaq warranty never used the word Free. Although it used to be free.

Presumably, our sources suggest, the idea is that if you are a valued customer but haven't yet signed a long contract or signed into Carepaq, it will be worth watching how many times the valued customers' credit card gets pinged.

This way too, any corporate jets that might need either new curtains or flight attendants who need snazzy uniforms won't be such a drain on the corporate coffers.

Below is a questions and answers sheet that explains all to the folk at HP, inside. µ

FAQ about Post 90-Day Software Support and/or Out of Warranty - Hardware
The charge for $34.95 is not per hour, it is per incident based, to talk to live technical person.

Ø IMPORTANT NOTE:
§ Keep in mind that new 90 day rule is not for any kind of solution. It is for customers to talk to a live tech. If frontline is in doubt, then backline will determine if there will be a charge for $34.95 or not! Also, before Charging customer make sure customer is with in right group.

v This process and charge of $34.95 does not guarantee any fix or resolution.

v Make sure to communicate this to customer before charging their credit card.

Any OS specific questions or issues like (Active directory, SQL, Exchange, GHOST, NDS, NOS administration) should be routed to OS/software support for $230.00 to 290.00, unless if customer has software (metal or non metal contract).

1. Question:
I don't own any of your products yet; all I need is some information!

Answer:
We have a Product information department that would be better equipped to answer these types of questions. May I transfer you?

United States: [Product information department]
§ 800-345-1518 choose language then option 2 & option 2
§ HP Small and Medium Business Store at 800-888-9909

(We can still help these individuals but it would be best if they go through the proper channels. If you feel it would cause more frustration in transferring the customer, please handle the call to the best of your abilities.)

Canada: [Product information department]
§ 1-800-387-3867, choose a language and then option 2.
§ Canadian HP eStore at 1-877-231-4351 option 1.

2. Question:
My warranty says I have lifetime telephone warranty support, why am I being charged?

Answer:
Yes telephone support is provided for the lifetime of the warranty not the unit.

a) E.g. If your unit came standard with 3 year warranty then you are also entitled to 3 yrs of telephone support.

Ø Further support on your unit after the warranty has expired can be obtained free of charge through the Web Forum.

v All previous warranty statements have “Life time telephone support”. pmCompaq warranty statement never had word FREE in there. We will be providing telephone support, but now there will be a charge for Service and Support

3. Question:
I always had free support?

Answer:
You're still entitled to free support, by means of the, e-support, Web Forum, here is the link: http://forums.itrc.hp.com/cm/1,,2,00.html

If you would prefer telephone support we can provide it for a fee of $34.95 per incident.

4. Question:
What about no serial number or POP?

Answer:
a) Follow Warranty Verification work instruction.
b) First check serial number, POP from authorized reseller or hp direct overrides serial number if available.
c) Customers have to provide us the unit serial number to ensure that they receive proper support entitled to them.

5. Question:
What about ASE and Resellers?

Answer:
They are our partners and should not be charged, they should also be referred to use their tools. The Out of Warranty Work Instructions (WI) applies only to End Users.

6. Question:
Who is still entitled to support at anytime?

Answer:
a) Resellers,
b) ASEs,
c) Onsite techs,
d) Internal employee calling in with a Compaq/HP owned unit (Must have an existing open Ticket with GBS and asset tag)

7. Question:
I have an un-resolved case and now my warranty is expired?

Answer:
You're still entitled to free support, by means of the, e-support, Web Forum, here is the link: http://forums.itrc.hp.com/cm/1,,2,00.html

If you would prefer telephone support we can provide it for a fee of $34.95 per incident.

Ø (This issue is now considered billable. If hardware was sent out or the unit was picked up for repair while under warranty and the problem still persists, please see your manager.)

8. Question:
Who is responsible for the forum? What about eResponse and eSupport?

Answer:
Forum is moderated by our TSE's, primarily handled by Multi-vendor at this point. eResponse and eDelivery will be available to out of warranty customers at no charge.

9. Question:
What if the unit is 1 day out of warranty, who needs to OK it for it to be handled in warranty?

Answer:
If it is Out of Warranty it is Out of Warranty. Ø (Exceptions made based on empowerment.)

10. Question:
What type of payment will be accepted?

Answer:
Credit cards only (Visa, MC, Amex)

Ø Note: $34.95 charge will be in American or Canadian Dollars (Canadian customers)

11. Question:
I think, I will just call back and maybe get another Tech!

Answer:
This is a policy of the HP that has been implemented at all support centers.

12. Question:
What about International Customers (customers outside the US)?

Answer:
International customers will continue to receive free phone support. This process is for all North American customers (USA & Canada)

13. Question
What about Support one, hardware contract and hardware carepaq customers?

Answer:
a) Mission one,
b) DASH,
c) Support one,
d) Hardware contract & carepaq and software (metal or non metal contracts) are exceptions, there will be no charge to them.

Contract customer have already paid for service, that service still includes a certain level of software assistance.

That assistance being:
v CIS, (Configuration, Installation and setup).
v Beyond CIS the customer will get charged for that service but at the software support rates that the CASS team will charge.

14. Question:
How do I handle a disgruntled customer?

Answer:
Explain the warranty, what is covered, and the time limits on the warranty. Be tactful when offering options like the forum and self-help tools.
It is industry-norm to charge for supporting another company's software ALL EXCEPTIONS will need to go through a manager or their representative.
15. Question:
What am I entitled to if charged?
Answer:
a) The ability to speak with Tech Support about their software/hardware issue.
b) Seven days to call back on the issue for 1 serial number for assistance.
c) “Best effort” -no guarantee of a solution, but can talk to AGENT about the issue. Softpaq assistance, d) General usage,
e) Software and hardware troubleshooting to help resolve the issue.
f) Third party product support is not part of this offering.

16. Question:
Wat to do if WFM locks up in the “confirm” process?

Answer:
Log back into WFM and check the Transaction History to see if the transaction completed, if it did not place the order again.

17. Question:
What if the system is down or cannot process a CC transaction

Answer:
After trying to process the CC order 2 times call the Back Line to verify if they are able to access WFM and / or the credit card functionality feature of WFM.

If WFM and/or the credit card functionality is down for the Back Line Agent also, the Front Line will continue to assist the customer and both agents will note that the process was down and not able to be completed. (Do not charge the customer)

18. Question:
What about secure path, pool replications, SANworks Virtual Replicator questions?

Answer:
a) Before Charging customer make sure customer is with right group (e.g. RA4000 attached with Proliant and issue is with secure path) it should go to secure path.
b) Or customer need help with active directory or SQL, etc it should go to FEE BASED Software support which is NOT 34.95.
c) For, Alpha and Storage works related hardware & software questions, route customer to appropriate support, do not charge them. This process is for ISS Proliant servers ONLY.

19. Question:
What if the wrong amount is charged to the credit card?

Answer:
Always double check the charge amount before hitting the confirm button. Contact a manager or their representative to have the charges reversed. Place the transaction again making sure of the correct amount.

20. Question:
I just purchased an option part and I need help.

Answer:
If the unit is out of warranty you can still help the customer providing they're calling in regards to the option part and they have faxed you a valid POP. Options parts are covered under warranty for one year with a valid Proof Of Purchase.

21. Question:
Is there a yearly or group coverage? Unlimited units?

Answer:
Right now the offering is limited to per event. Future offerings may include number of events or yearly coverage.

22. Question:
Who is going to be answering the fee based calls when they callback days later?

Answer:
Frontline techs will be handling this $34.95 support end-to-end. (Billing, support and callbacks)

23. Question:
What if the caller just needs a spare or option part number verified on an out of warranty unit?

Answer:
It is NOT considered an Out of Warranty call. We should provide part numbers as required to customers free of charge.

Ø In these cases, the assumption is that the caller will be purchasing the part at some point as well and they will be billed accordingly at that time. HP Agents should ensure the Customer is aware of the spare parts depot phone number, web address and the spare part number provided is replacement number for a defective part, compared to an option part number bought as new.

24. Question:
What should I do if a customer calls in on an issue that is more then 7 days past their window of per event support?

Answer:
Pay for event is good for 7 days, but seven days is a guideline depending on the nature of the situation. Error on the side of the customer

23. Question:
What do I do if customer wants a refund?

Answer:
Exceptions are to be made by Back Line Support. A case number will need to be provided in order number to issue refund.

24. Question:
Who would the customer contact to voice a formal complaint of the process?

Answer:
Contact your manager, or their representative.
Ø Do not send the customer to CR or the online complaint form.

25. Question:
What about Quality Audits?

Answer:
Quality will audit the calls per the WI. For example, if the agent does not verify the warranty, per the call-flow WI, this would be a requirement that was not performed and the Audit score would reflect that.

26. Question:
What if the customer is worried about his privacy?

Answer:
Refer the customer to the privacy statement on the website. http://welcome.hp.com/country/us/eng/privacy.htm

27. Question:
What if the customer is Out Of Warranty on both hardware and software, would it be 1 transaction or 2 different issues, same call?

Answer:
$34.95 pays for technical troubleshooting regardless of which warranty they are out of.

28. Question:
Do we waive our support fee if a customer chooses to purchase the part and Onsite event thru us?

Answer:
No.
Onsites do not include troubleshooting.

Ø Therefore, HP still needs to be compensated for spending resources to troubleshoot.

29. Question:
Do we escalate Out Of Warranty issues?

Answer:
In general, NO.

The exception would be when an engineering advisory specifies that Out Of Warranty escalations should occur.

Ø Because this process engages resources outside the warranty umbrella, and there would be no allocated dollars for escalations, escalations are not available. Team Managers should be engaged for consideration of any exceptions.

30. Question:
Customer has a Refurbished unit?

Answer:
Refurbished units do not have any 90 day rule this rule only applies to brand new units, so for refurbish units if they are in hardware warranty they get free hardware support but for software assistance they have to pay 34.95 OR depending on question, software support rates that the CASS team will determine.

Ø Refurbished units has no warranty in Canada, so they have to pay 34.95 for HW & SW issues

31. Question:
What it mean by Interpreting system error messages

Answer:
a) Errors related with:
b) POST,
c) OS startup errors,
d) Errors occurring in OS,
e) Errors related to our driver or utilities.

32. Question:
Does this mean if a customer who calls for POST error that we will make them pay us before we help them out?

Answer:
NO

Ø The tact of mentioning 34.95 is not at beginning of the call, greet the customer, ask them for the issue, then use best judgment or check with backline to get their opinion before telling customer that we have to charge 34.95 before we can proceed.

Ø Depending on their warranty period and time line, if they are with in 3 years of warranty we will not charge for hardware troubleshooting.

Ø Also remember that Firmware and BIOS updates are considered hardware related so we will not charge for them either

33. Question:
SOFTPAQ CALLS ~ If a customer calls in looking for a softpack assistance?

Answer:
We should provide the softpack number to the caller at no cost.

Ø The boundaries include providing the correct softpack number and offering to educate the customer with the appropriate link and the steps to locate the softpack. This will allow customers to be provided the correct softpack number in order to easily locate it themselves on the HP website.

Ø If the customer requires help installing or implementing the softpack in any way this would be billable

34. Question:
What's the warranty entitlement for a part purchased from HP?

Answer:
a) Parts, whether purchased as a spare or option have their own warranty that may or may not be associated with the warranty of the PC.
b) The warranty of a spare that we sent to the customer as a warranty event for the PC have a 30 day warranty and the part will either assume the warranty of the PC or use it's own 30 days, whichever is longer.
c) The warranty of a spare that is purchased from Hp or an authorized service provider by the customer which is not a warranty event will have a 90 day warranty of its own and if it's installed in a PC that still has warranty left the spare will either assume the warranty of the PC or use its own 90 days, whichever is longer.
d) If a customer purchased an HP option from HP or an authorized reseller that option part has a one year warranty of its own and if it's installed it into an HP PC and the part is a valid option for that PC then the option part will either assume the warranty of the PC or use it's own one year, whichever is longer.

v “Important note, the PC never assumes the warranty of any of these three parts examples. If the PC is out of warranty we never troubleshoot the PC for free, we troubleshoot what has warranty. If the part that was purchased is the only thing that has warranty then that's the only thing we troubleshoot.

Important FYIs
Always put period in 34.95 otherwise customer may get charge for 3495.00 [Eek, Ed.]

No escalation to CR or AET for out of warranty hardware

NOTE:
In these early stages of this rollout, it is imperative that our first thought is how the customers will feel. If an agent has any doubt if a certain situation is billable or not they should engage backline to determine, to bill the customer or not? Once the call is completed, they should ask for clarification on the subject from their manager, or mentor. Once the question has clarified if this issue is billable or not this should be shared with the entire team so we are all on the same page and add to the FAQ list.