It is currently Thu Mar 28, 2024 2:10 pm

All times are UTC - 7 hours [ DST ]

Recent News:



Post new topic Reply to topic  [ 32 posts ]  Go to page 1, 2, 3  Next
Author Message
PostPosted: Fri Feb 29, 2008 11:51 am 
Offline
Founder
Founder
User avatar

Joined: Tue Jul 31, 2007 11:54 am
Posts: 10735
Location: Fort Collins, Colorado
Thanks: 630
Thanked: 931 times in 885 posts
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.


Top
 Profile  
Thanks  
The following user would like to thank yakuza for this post
bluedevils, element, irgaac, mattoni, TAdams

Attention Guest: Remove this ad by Registering with the MediaSmartServer.net Forums. It's Free!
PostPosted: Mon Apr 07, 2008 9:58 am 
Offline
2.0TB storage
2.0TB storage

Joined: Mon Mar 10, 2008 5:37 pm
Posts: 163
Thanks: 8
Thanked: 0 time in 0 post
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.


Top
 Profile  
Thanks  
 Post subject: HP Support
PostPosted: Wed Jul 23, 2008 1:38 am 
Offline
.5TB storage
.5TB storage

Joined: Sat Dec 29, 2007 10:25 pm
Posts: 13
Thanks: 1
Thanked: 0 time in 0 post
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.


Top
 Profile  
Thanks  
PostPosted: Mon Dec 01, 2008 9:24 pm 
Offline
.5TB storage
.5TB storage
User avatar

Joined: Fri Nov 28, 2008 4:23 pm
Posts: 11
Thanks: 2
Thanked: 1 time in 1 post
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!

_________________
EX475 - 1T , no upgrades
Laptop1 - Windows XP SP2
Router - Belkin N1 Wireless F5D8231-4


Top
 Profile  
Thanks  
The following user would like to thank mattoni for this post
yakuza
PostPosted: Mon Dec 01, 2008 9:42 pm 
Offline
MVP/Moderator
MVP/Moderator
User avatar

Joined: Sat Dec 15, 2007 8:21 am
Posts: 4725
Location: Dutchess County, NY
Thanks: 77
Thanked: 273 times in 268 posts
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?)

_________________
....JBick

EX475, 2 GB, LE-1640
PC1: Vista-->W7 Ultimate/32, (D-Drive RAID-5 Array)
PC2: Lenovo Laptop, Win XP Home SP3
2xLinksys WRT54G v1.1 and 2xNetGear GS105 Gbit switch


Top
 Profile  
Thanks  
PostPosted: Tue Dec 02, 2008 10:35 am 
Offline
Founder
Founder
User avatar

Joined: Tue Jul 31, 2007 11:54 am
Posts: 10735
Location: Fort Collins, Colorado
Thanks: 630
Thanked: 931 times in 885 posts
Updated the original post, thanks mattoni!

_________________
Alex Kuretz
Remote Notification: Monitoring and alerting for your Home Server via email, Twitter, text message, RSS, push notifications, and on your Mac desktop
Have you tried our Add-Ins?


Top
 Profile  
Thanks  
PostPosted: Wed Dec 03, 2008 10:31 am 
Offline
Max Contributor
Max Contributor

Joined: Fri Apr 11, 2008 7:14 am
Posts: 1540
Thanks: 3
Thanked: 117 times in 100 posts
Everytime I've called, on step 3, I just say "Mediasmart Server" and the system directs me to the correct support.


Top
 Profile  
Thanks  
PostPosted: Thu Apr 09, 2009 8:47 am 
Offline
1.5TB storage
1.5TB storage

Joined: Mon Apr 06, 2009 7:28 am
Posts: 75
Location: SF Bay Area
Thanks: 1
Thanked: 0 time in 0 post
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... :)

_________________
HP EX485 - In Production Since March 27, 2009
- Bay1 - Seagate 1.5TB HDD (Replaced in 2011)
- Bay2 - Empty
- Bay3 - Hitachi 2.0TB HDD
- Bay4 - Hitachi 2.0TB HDD

History
- 10/24/2011 - HP EX485 Server Failure (System Drive Failed)


Top
 Profile  
Thanks  
PostPosted: Mon Apr 27, 2009 7:57 am 
Offline
Newbie
Newbie

Joined: Mon Apr 27, 2009 7:46 am
Posts: 1
Thanks: 0
Thanked: 0 time in 0 post
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.


Top
 Profile  
Thanks  
PostPosted: Fri Jun 05, 2009 9:28 pm 
Offline
1.5TB storage
1.5TB storage

Joined: Fri Aug 29, 2008 10:42 pm
Posts: 57
Thanks: 3
Thanked: 0 time in 0 post
Update:

Current route is:

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


Top
 Profile  
Thanks  
 Post subject: Re: HP Support
PostPosted: Sun Jun 21, 2009 11:45 pm 
Offline
1.5TB storage
1.5TB storage

Joined: Wed Apr 15, 2009 9:45 am
Posts: 92
Thanks: 0
Thanked: 0 time in 0 post
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.


Top
 Profile  
Thanks  
PostPosted: Tue Aug 18, 2009 6:53 pm 
Offline
Newbie
Newbie

Joined: Tue Aug 11, 2009 9:07 pm
Posts: 2
Thanks: 3
Thanked: 7 times in 1 post
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:


Top
 Profile  
Thanks  
PostPosted: Tue Aug 18, 2009 10:13 pm 
Offline
1TB storage
1TB storage
User avatar

Joined: Mon May 04, 2009 9:32 pm
Posts: 48
Thanks: 2
Thanked: 14 times in 11 posts
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.

_________________
"If you ever have any trouble sounding condescending, ask a unix user to show you how it's done." - Scott Adams


Top
 Profile  
Thanks  
PostPosted: Wed Sep 30, 2009 1:46 am 
Offline
2.5TB storage
2.5TB storage
User avatar

Joined: Thu Apr 30, 2009 3:52 am
Posts: 260
Thanks: 2
Thanked: 31 times in 29 posts
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? :)

_________________
\:D/ Click on Thank Post if I've been helpful! \:D/


Top
 Profile  
Thanks  
The following user would like to thank element for this post
JohnBick
PostPosted: Thu Oct 01, 2009 2:54 pm 
Offline
MVP/Moderator
MVP/Moderator
User avatar

Joined: Sat Dec 15, 2007 8:21 am
Posts: 4725
Location: Dutchess County, NY
Thanks: 77
Thanked: 273 times in 268 posts
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!

_________________
....JBick

EX475, 2 GB, LE-1640
PC1: Vista-->W7 Ultimate/32, (D-Drive RAID-5 Array)
PC2: Lenovo Laptop, Win XP Home SP3
2xLinksys WRT54G v1.1 and 2xNetGear GS105 Gbit switch


Top
 Profile  
Thanks  
Display posts from previous:  Sort by  
Post new topic Reply to topic  [ 32 posts ]  Go to page 1, 2, 3  Next

All times are UTC - 7 hours [ DST ]


Who is online

Users browsing this forum: No registered users and 39 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:  
cron
Powered by phpBB® Forum Software © phpBB Group