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PostPosted: Fri Feb 29, 2008 11:51 am 
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HP Support uses an Interactive Voice Response (IVR) system to direct your call. When you call into the HP Number say:

1) Technical Support
2) Storage
3) HP MediaSmart Server
Alternatively, some users may have better success with:
3) A HP MediaSmart Server

In that order will get you to the right team.

If for some reason you reach someone that is not the correct group, tell the person you are speaking with to open up a tool call KEYSTONE or ACR to look up where to transfer your call.

Updated instructions:
element wrote:
Some changes seem to have been made to their voice system.

It is now:

1- Get Tech Support
2- It's something else.
3- A MediaSmart


Note: do NOT say the word "Server", because if the voice recognition system picks that up, it will route you to business support instead.

This is still by dialing 1-800-474-6836.


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PostPosted: Mon Apr 07, 2008 9:58 am 
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yakuza wrote:
HP Support uses an Interactive Voice Response (IVR) system to direct your call. When you call into the HP Number say:

1) Technical Support
2) Storage
3) HP MediaSmart Server

In that order will get you to the right team.

If for some reason you reach someone that is not the correct group, tell the person you are speaking with to open up a tool call KEYSTONE or ACR to look up where to transfer your call to.


What phone number are you calling to even get that far?

I have been calling 1-800-474 6836 and get automated answering that never connects me to the right person because it cannot understand the perfect English I speak. Then I get this a person who barely speaks English who takes the serial number of my MSS and then transfers me to oblivion. EVERY SINGLE TIME.

So...

Does anyone have a *working* phone number for tech support at either HP or Microsoft?

The HP number I have is answered, eventually, and then the operator "transfers" the call to oblivion. This happened six times today.

I am trying to get my HP Windows Media Server using Firefly to check my computer harddrive for updates to the iPod song list so that the latest songs in my iPod library get automatically loaded up to the server.

My iPod music sits in a library on my computer called, of all things, IPODMUSIC. I have checked every setting I can find and they all seem to be correct, but who really knows? Not me.

So I need tech support from someone at HP or Microsoft who actually knows the product and can help. Or help from somehere here who has a complete list of every setting needed and can publish it so I track them all down.

Appreciate the help, weary of calling HP for help that isn't there.


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 Post subject: HP Support
PostPosted: Wed Jul 23, 2008 1:38 am 
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That's the number I have used and it works fine for me. There is someone on the team who speaks with an accent but his english is fine.


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PostPosted: Mon Dec 01, 2008 9:24 pm 
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Hi all,
I just called HP Tech Support, and other than the 1/2hr wait time I had a good experience. The person was helpful and efficient.

Anyway, I did have a problem with the IVR understanding me (I'm an Aussie) and the Tech Support guy said that you should ask for the items yakuza suggest, but he said point 3 should be: A HP Mediasmart server. He said without the A the IVR can get confused.
So suggested responses are:
1) Technical Support
2) Storage
3) A HP MediaSmart Server

Hope this helps some others get through a bit more smoothly!

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PostPosted: Mon Dec 01, 2008 9:42 pm 
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On behalf of many others -- thanks for the update!

(I cannot believe the "A" makes the difference! I just tried it and it really does! Maybe it just doesn't like the Vermont and Aussie accents?)

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PostPosted: Tue Dec 02, 2008 10:35 am 
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Updated the original post, thanks mattoni!

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PostPosted: Wed Dec 03, 2008 10:31 am 
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Everytime I've called, on step 3, I just say "Mediasmart Server" and the system directs me to the correct support.


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PostPosted: Thu Apr 09, 2009 8:47 am 
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It's been a few months since the last post here... Just wanted to confirm that the HP MSS team are still advising people to say "Technical Support" followed by "Storage" followed by "A MediaSmart Server" (with special emphasis on ensuring that the "A" is there)...

Works for me everytime... I haven't tried anything else since this works so well... :)

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PostPosted: Mon Apr 27, 2009 7:57 am 
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Has anyone tried to call the UK tech support for the MSS?
I called then and had no problems getting through to the correct team and the support I received was 1st rate.


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PostPosted: Fri Jun 05, 2009 9:28 pm 
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Update:

Current route is:

1) Technical Support
2) Something Else
3) A HP MediaSmart Server


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 Post subject: Re: HP Support
PostPosted: Sun Jun 21, 2009 11:45 pm 
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Etoa Nrish wrote:
That's the number I have used and it works fine for me. There is someone on the team who speaks with an accent but his english is fine.


That person is Froilan. Don't ask me what accent it is, but whatever it is, this guy is your man. He is nice, wants to help, smart, and more than anything, knowledgeable about the product(s) itself. If you get Froilan (usually in the morning shift) then consider yourself lucky! (oh by the way.. his english is perfect, just accented heavily).

Let me also say at this time, I spoke with about 5 or 6 of the HP Mediasmart support guys and frankly, on 3 different shifts, I got the same level of excellent support. That speaks so very well for HP and the Mediasmart group. In 20+ years of PC service and support usage, I can honestly say this was my best experience. They ALL patiently listened and worked through my problems. AND they ALL knew their stuff! No script readers here!

If you need more help than this forum can offer, then I strongly urge you to contact the HP MediaSmart Server group.


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PostPosted: Tue Aug 18, 2009 6:53 pm 
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Just today I ordered my replacement recovery disc set. First call into HP's system it transferred me to a dead number (about 40 dtmf tones played, followed by a fast busy signal). Next time I got right through to Chris at the MediaSmart Server Team. Even though my EX470 is out of warranty he sent me a new set of discs (but said I only get one set and that's it.) Hopefully when the 2.5 software update comes out for the EX470 they will be nice enough to give us new discs for the asking :?

Its still:

1) Technical Support
2) Something Else
3) A HP MediaSmart Server

HP's MediaSmart support staff are very prompt and eager to help. :cheers:


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PostPosted: Tue Aug 18, 2009 10:13 pm 
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GrizzlyAdams wrote:
Just today I ordered my replacement recovery disc set. First call into HP's system it transferred me to a dead number (about 40 dtmf tones played, followed by a fast busy signal). Next time I got right through to Chris at the MediaSmart Server Team. Even though my EX470 is out of warranty he sent me a new set of discs (but said I only get one set and that's it.) Hopefully when the 2.5 software update comes out for the EX470 they will be nice enough to give us new discs for the asking :?

Its still:

1) Technical Support
2) Something Else
3) A HP MediaSmart Server

HP's MediaSmart support staff are very prompt and eager to help. :cheers:


I've been told this limit is due to the fact that the WHS OEM CD has the license built in. I expect when the new updates release you'll be able to download them as standalone packages or as an .ISO from the HP.com site.

Check your local/federal laws to see whether or not you're allowed to make a backup copy of the disk for yourself.

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PostPosted: Wed Sep 30, 2009 1:46 am 
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Some changes seem to have been made to their voice system.

It is now:

1- Get Tech Support
2- It's something else.
3- A MediaSmart


Note: do NOT say the word "Server", because if the voice recognition system picks that up, it will route you to business support instead.

This is still by dialing 1-800-474-6836.

Yakuza, can you update your first post please since people see that one first? :)

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PostPosted: Thu Oct 01, 2009 2:54 pm 
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element wrote:
Yakuza, can you update your first post please since people see that one first? :)

I took the liberty of doing this for Alex. (If he does not like the approach I used he'll change it!)

Thanks for the updated instructions, Element!

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