Thursday, March 25, 2010

Goodbye HP Procurve Access Point 420

Over a year ago I discovered a bug in an HP ProCurve Wireless Access Point 420 that we were using in our office. After being treated badly by HP I finally got support from them by blogging my frustration and ending up on the front page of Google search results for procurve support.

Eventually, weeks later, HP acknowledged the problem with the device. But this story doesn't have a happy ending.

In November 2009 HP informed me that the product was being end of lifed.

Out of curiosity I called HP Procurve Support and asked them about the status of my case and they couldn't even look up my case number. Searching around with my name they did manage to find me and my case was active and open. The latest update was on March 19, 2010 and the case had been escalated to Level 3 Support.

My previous experience with HP support wasn't good, but this time Derek was great. He tracked down the ancient case, updated me with information, updated contact information for me. An excellent experience. Unfortunately, waiting over a year for this to be fixed had become intolerable. (If anyone from HP is reading this, email me and I'll tell you Derek's email address since he deserves a special mention).

I replaced it today with an Airport Extreme. Configuration was a breeze with Apple's Airport Utility. And, here's a little known fact, the Airport Extreme can act as a level 2 bridge which means it can successfully extend our existing network without doing NAT and messing up our Bonjour packets (which were the source of the original HP bug).

And, joy of joys, it can perform WPA2 Enterprise authentication against our RADIUS server.

It's nice that HP is working to track down this bug, but 13 months is a little too long to wait for a fix. Sorry.


Sorin said...

I can only confirm that the support of HP is very, very bad.
I had a problem with their encryption software on my high-end business laptop. After weeks of asking in forums, chatting live(!!!) with some helpdesk engineer in India which had absolutely no idea of what he was doing, I gave up.
I formatted the hard drive and told myself to never, ever use HP Software.

I am still keeping my promise and I am quite happy, even if I don't use a lot of feature of my expensive HP laptop.

Charles said...

Isn't there a procurve lifetime warranty available? They have a nice big button that says so on the procurve page. Since it's end of life you may get new one for eBay.