3PAR Users Group

A Storage Administrator Community




Post new topic Reply to topic  [ 7 posts ] 
Author Message
 Post subject: HPE Outsourcing all 3PAR on-site technicians to Unisys
PostPosted: Fri Mar 16, 2018 10:39 pm 

Joined: Fri Mar 16, 2018 9:36 pm
Posts: 2
Last week I had a disk failure, and I had scheduled the repair, and the on-site tech called me and said we had to move the time, since they had a mandatory meeting.

Once we were on-site he mentioned that they were all being laid off in ~3 months, and Unisys will now manage all the 3PAR repairs.

I have worked with Unisys in the past, and honestly this feels like the final nail in the HPE coffin.

I am really disappointed, as 3PAR arrays are by far my favorite to work with and manage, this includes Netapp, Netapp E-Series, Solidfire, EMC VMX, EMC Clarion, EMC Isilon, and many Custom Linux/BSD boxes.


Top
 Profile  
Reply with quote  
 Post subject: Re: HPE Outsourcing all 3PAR on-site technicians to Unisys
PostPosted: Fri Mar 16, 2018 11:14 pm 
Site Admin
User avatar

Joined: Tue Aug 18, 2009 10:35 pm
Posts: 1166
Location: Dallas, Texas
This is disappointing news on several levels.

_________________
Richard Siemers
The views and opinions expressed are my own and do not necessarily reflect those of my employer.


Top
 Profile  
Reply with quote  
 Post subject: Re: HPE Outsourcing all 3PAR on-site technicians to Unisys
PostPosted: Sat Mar 24, 2018 11:55 pm 
User avatar

Joined: Fri Mar 09, 2012 10:12 pm
Posts: 20
Asked our PointNext team to respond to this and this is what I have:

Yes, in the Americas, Unisys will perform onsite technical break-fix, installations (I think for volume products) and preventative maintenance support operational support services in the Americas. Proactive delivery roles are out of scope. There is no impact on Technical Consultants, Account Support Managers and Account Delivery Managers as a result of the outsourcing decision.

HPE's commitment to continue our close relationships with all our suppliers and deliver a world-class support service to our customers during this process remains unchanged. HPE will continue to ensure that we receive the best service at the best price and review our supplier arrangements – including those with Unisys- as we would any other supplier.


Top
 Profile  
Reply with quote  
 Post subject: Re: HPE Outsourcing all 3PAR on-site technicians to Unisys
PostPosted: Sun Mar 25, 2018 1:38 am 

Joined: Fri Mar 16, 2018 9:36 pm
Posts: 2
Well, HPE Support has dropped the ball more times then I can count on my fingers and toes (including not reading the warning and taking down an entire DC for 8+ hours), the on-site support was the ONLY part of HPE support that, to put it bluntly, didn't suck.

Our last HPE Rep couldn't even correctly add our arrays to support, so we only had support on 'some' of the disks/shelves and not any of the nodes.

We almost purchased a Nimble, but HPE bought them, and we couldn't make that decision in good faith any longer. Too many missed SLAs, with no accountability to HPE.

As much as I dislike Netapp arrays, their support is amazing.

My history with Unisys goes back over a decade, and last I checked (like googled it right now) their 'Field Engineers' make not much more than Costco cashiers (avg 14/hr) ... you really want 17/hr tech, touching your mission critical arrays?

HPE is more and more becoming a dumpster fire.


Top
 Profile  
Reply with quote  
 Post subject: Re: HPE Outsourcing all 3PAR on-site technicians to Unisys
PostPosted: Mon Mar 26, 2018 9:31 am 
User avatar

Joined: Fri Mar 09, 2012 10:12 pm
Posts: 20
I'm sorry that your experience didn't meet your expectations. I'm never happy to see stories like yours. If you have either serial numbers for your 3PAR or Case IDs, I'd be happy to get people to look into what went sideways.

A few additional comments:

The support model with HPE Nimble Storage is unchanged from when we acquired it. Personally, if you wanted was a great array with a different support experience, Nimble was the best choice. 86% of customer issues are opened, resolved, and closed before a customer knows about it. 56% of the issues detected aren't storage. HPE InfoSight is pixie dust for IT infrastructure and NetApp can't begin to match the experience.

For HPE Nimble Storage customers, when they do have an issue, the issue goes directly to L3. Much of the time the L3 engineer is calling the customer to alert them to the issue. I've talked to lots of Nimble customers and they have said nothing has changed with their support experience - it's still world-class.

I'm excited to see that we are starting to move 3PAR on to HPE InfoSight. It's just the first step but seeing first hand how InfoSight has continuously improved availability and support for Nimble, I think you'll see things change with 3PAR as we pull more predictive analytics for it into InfoSight.

I've been with HP/HPE and in storage for a LONG time. I've seen some smoldering dumpsters in my time here but there are no dumpster fires burning now.

Again, feel free to reach out to me if you'd like me to pursue what happened in your environment. My email is: hpestorageguy at hpe dot com.


Top
 Profile  
Reply with quote  
 Post subject: Re: HPE Outsourcing all 3PAR on-site technicians to Unisys
PostPosted: Thu Apr 12, 2018 3:39 pm 

Joined: Wed Jun 29, 2016 11:20 am
Posts: 14
1. Infosight would be awesome, but I have it on good authority that you can't actually upgrade to 3.3.1, to get any actual Infosight features beyond what Storefront remote used to offer.
2. Agreed with the previous sentiments, I have a specific on-site technician I typically try to push my service calls into his working hours, because I know he'll do things by the book and probably won't ruin my array, unlike some of the remote support jockeys. Unfortunately, with on-site support being outsourced to the lowest bidder, I fully anticipate some of the worst experiences I've had with other vendors to come flying back, like the time an 'EMC' tech showed up, without a working laptop to serial into the array, asked me about job openings at my company, and I eventually sent him home because he was useless.


Top
 Profile  
Reply with quote  
 Post subject: Re: HPE Outsourcing all 3PAR on-site technicians to Unisys
PostPosted: Thu Apr 12, 2018 4:21 pm 
User avatar

Joined: Fri Mar 09, 2012 10:12 pm
Posts: 20
The team is working hard to change that. Quality releases is a top priority for the team and I know they will have something soon that supports the additional InfoSight features.


Top
 Profile  
Reply with quote  
Display posts from previous:  Sort by  
Post new topic Reply to topic  [ 7 posts ] 


Who is online

Users browsing this forum: No registered users and 2 guests


You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot post attachments in this forum

Search for:
Jump to:  
Powered by phpBB © 2000, 2002, 2005, 2007 phpBB Group | DVGFX2 by: Matt