Forgot your password?
typodupeerror
HP Businesses

HP To Charge For Service Packs and Firmware For Out-of-Warranty Customers 385

Posted by Soulskill
from the customer-service-you-can-count-on dept.
New submitter josh itnc writes "In a move that is sure to put a wedge between HP and their customers, today, HP has issued an email informing all existing Enterprise Server customers that they would no longer be able to access or download service packs, firmware patches and bug-fixes for their server hardware without a valid support agreement in place. They said, 'HP has made significant investments in its intellectual capital to provide the best value and experience for our customers. We continue to offer a differentiated customer experience with our comprehensive support portfolio. ... Only HP customers and authorized channel partners may download and use support materials. In line with this commitment, starting in February 2014, Hewlett-Packard Company will change the way firmware updates and Service Pack for ProLiant (SPP) on HP ProLiant server products are accessed. Select server firmware and SPP on these products will only be accessed through the HP Support Center to customers with an active support agreement, HP CarePack, or warranty linked to their HP Support Center User ID and for the specific products being updated.' If a manufacturer ships hardware with exploitable defects and takes more than three years to identify them, should the consumer have to pay for the vendor to fix the these defects?"
This discussion has been archived. No new comments can be posted.

HP To Charge For Service Packs and Firmware For Out-of-Warranty Customers

Comments Filter:
  • by Golden_Rider (137548) on Wednesday February 05, 2014 @05:58AM (#46160485)

    The notice is about HP 9000 (read PA-RISC and HP-UX) and HP Integrity (read Itanium and HP-UX). HP 9000 was end-of-saled years ago and you know Itanium. The products are a dying remnant that some companies may be trying to stick to. Honestly, sometimes just people need to let go.

    So if you're yelling loudly about your network or PC stuff not getting BIOS-upgrades, go back to fix your comments.
    (What a coincidence, the captcha word is "extort")

    No, it's just that the link went to the email received by a customer who is using HP9000 stuff. The change DOES also apply to the usual stuff like HP Proliant DL380 etc. For example, the mail I received today (as a Proliant user) was:

    "Update: HP ProLiant Servers: Access to Firmware Updates & Service Pack for ProLiant

    You are receiving this communication because you have been identified as a customer using HP ProLiant Servers and HP Services.

    HP has made significant investments in its intellectual capital to provide the best value and experience for our customers. We continue to offer a differentiated customer experience with our comprehensive support portfolio. HP, as an industry leader, is well positioned to provide reliable support services across the globe with proprietary tools, HP trained engineers, and genuine certified HP parts. Only HP customers and authorized channel partners may download and use support materials.

    In line with this commitment, starting in February 2014, Hewlett-Packard Company will change the way firmware updates and Service Pack for ProLiant (SPP) on HP ProLiant server products are accessed. Select server firmware and SPP on these products will only be accessed through the HP Support Center http://customer.hp.com/r?2.1.3... [hp.com] to customers with an active support agreement, HP CarePack, or warranty linked to their HP Support Center User ID and for the specific products being updated. We encourage you to review your current support coverage to ensure you have the appropriate coverage to maintain uninterrupted access to firmware updates and SPP for these products. "

  • by dargaud (518470) <slashdot2&gdargaud,net> on Wednesday February 05, 2014 @06:46AM (#46160705) Homepage
    Aligent ? The company that, when I purchased memory upgrades for our digital oscilloscopes, send me a huge box. Containing carefully wrapped smaller boxes. Containing yet other carefully wrapped smaller boxes. Containing a wrapped envelopes. Containing a number to type on each oscilloscope, and 'poof!' magic, the memory doubled.

    Needless to say I was outraged. Not so much at the waste of cardboard and foam material. Not so much at the fact that they couldn't send 8 numbers by email. No, at the fact that the memory was already inside our equipment that we'd paid for, but that we needed to pay extra to actually use it. Fuckers. I now do everything in my power to make sure we never buy from people who use this kind of commercial behavior.

  • Re:oh well (Score:4, Informative)

    by Swave An deBwoner (907414) on Wednesday February 05, 2014 @07:08AM (#46160773)

    Not the same. HP will have the patches available for download because their customers with a valid support contract in place will be entitled to download them.

    HP has already sold the hardware product and finally done the work to create and stage the patches that they claim will fix the mistakes they had in place when they sold the hardware.

    The difference is that if you don't pay the extortion money for a valid support contract for your out of warranty server, they will no longer let you have the patches they already made to fix the bugs they already shipped you.

    If only there were some other enterprise class server vendor that we could purchase from. But who? Where?

  • by synapse7 (1075571) on Wednesday February 05, 2014 @09:13AM (#46161349)
    We had a 48port netgear switch that didn't pass ipv6 traffic, and netgear supported wanted to charge us for the firmware update, we didn't get it.
  • by AmiMoJo (196126) * <mojo@NOspaM.world3.net> on Wednesday February 05, 2014 @11:23AM (#46162433) Homepage

    Such things are covered under the Sale of Goods Act as manufacturing defects, since clearly any bugs would have been there when the car was built. The SOGA says goods must last a "reasonable length of time", which for a car has been generally viewed by the courts as at least 15 years.

    Therefore any manufacturing defects discovered in the first 15 years of the car's life are covered by the warranty. The manufacturer can either do the fix for free, offer you a replacement car or refund part of the purchase price proportional to how long you have had the car (so after 10 years you might get 1/3rd of the money back, or whatever the market value of the car is).

It is clear that the individual who persecutes a man, his brother, because he is not of the same opinion, is a monster. - Voltaire

Working...