HP Respond to MediaSmart Server 2.5 Software Update Criticism

In the original promo literature on the HP home server there were assurances designed to allay the fears of the early adopters of this platform. Because of a flaw in the drive extender program, we were hamstrung in using the thing until that was worked out, and now shortly after the problem is fixed we find out that our device is obsolete. I understand why HP is doing what they are doing (strictly monetary considerations), but feel that they are burning a bridge with their customers. I have upgraded the memory on my server, and can upgrade the cpu if necessary to accomodate the new features, but I would have to buy an entirely new box from HP to get them. It would be better if they put their cards on the table and placed a price on the new features so we could decide if it is worth it. I am bitterly disappointed in their decision, and will take this into consideration when purchasing both for my home and my business.

So – lets not quit now.
Lets give HP some credit for responding -they just havent CORRECTLY responded yet.
I believe that their is a gathering concensus that:
- HP should realease a rev that CAN BE INSTALLED on the 47X hw.
- There should be clear terms that performance cannot be guaranteed.
-Clear definition of whether/not there will be further rev's.

As far as cost is concerned, this seems to be a a toss-up. I believe that most would pay a reasonable ($25?) price for this upgrade.

Can't say I disagree with the general sentiment of the comments here. I purchased my EX47x with the general understanding that HP would be providing software updates for at least a couple years.

In much the same way as they provide drivers for OSes released after a laptop or desktop was manufactured, it seemed reasonable that a basic x86 system with a couple custom drivers for LEDs would continue to receive backported updates as well. I was very impressed by the EX47x system when I first purchased it, but I've stopped recommending similar systems since it became clear that HP doesn't treat their WHS customers with respect on the upgrade issue.

Furthermore, barring some sort of update, I can't say that I would choose to upgrade to a HP EX49x or HP EX50x when they're released a few years down the line. I don't need to learn from my mistakes twice!

We're not talking about OS upgrades. HP can make whatever lame (and that's what it is!) excuse they want for saying the hardware can't support their software..____The underlying OS is the same. Windows 2003 Server….. tweaked to become a "home server". If the OS has to change, I can understand it. This is NOT the OS. This is a software pack on the same OS.
If Microsoft releases an Office update, you can uninstall Office XP and go to 2003… no problem.
Office 95 to 97, 97 to XP… the list goes on. The underlying OS didn't change so there's NO reason the hardware can't support the HP update, other than that they're afraid customers don't have the 2GB it may take to run.. and that's just b/c a server OS, + mcafee + a feature pack from them, is pushing the limits of a 512Mb install.

When the OS goes to Windows Home Server 2008.. then you can tell me that you can't support some features… and I need to upgrade.
Until then HP.. don't insult my intelligence. You do that enough when we deal on a corporate level… and I have to get your reps in check, and I still love and buy your product.
Don't insult me at home too… eventually I'm going to get tired of it… and I'm pretty close. we all are.

Until then HP.. don't insult my intelligence. You do that enough when we deal on a corporate level… and I have to get your reps in check, and I still love and buy your product.
Don't insult me at home too… eventually I'm going to get tired of it… and I'm pretty close. we all are.

Exactly my point too. The WHS HP provides is just hardware running a Windows OS, and their software is added on.

Let me propose two other add-ons that add functionality… HP Systems Insight Manager, and HP Web JetAdmin… heck those are even bad examples because they are free! But they add functionality, and in the case of SIM 5.3 (even though it's useless b/c of a memory bug until SP1), the upgrade from 5.2 to 5.3 was HUGE… and added lots of functionality… and VMWare integration.. and that was free… and it's an add on app sitting on top of the base OS… no new hardware required. Even if there was, that's UP TO THE USER!
We're not even asking for it for free… I'll pay for the update.. but let it be UP TO THE USER.. don't insult our intelligence and say the HW can't handle it. It sure can. If it can't, I want to know SPECIFICALLY what chipset or piece of hw that is NOT processor or hw.. that the 48x has over the 47x that makes a piece of software unusable.
Home server users aren't idiots. Don't treat us like it.

I don't understand the "software architecture" comment – it either runs under WS2003 (or WHS PP2) or it doesn't???? What would they have architected?

HP provided us with a very valuable service with the MSS. My biggest problem with WHS is that on a device that I want to keep all my important data I don't want to install just ANY software. So I'd rather install software with some sort of support department behind it, and some accountability. HPs add-ins that the MSS shipped with where one of the main contributing factors to me going with the MSS instead of building my own WHS (that and the MSS chassis is AWESOME). So for HP to completely cut off the upgrade path for one of the main value adds of the MSS is just downright depressing for MSS owners, and here's a good rule for business: Don't Depress Your Consumers.

HP had better realize that they have created a whole set of squeaky wheels out of their most loyal and enthusiastic customers (those that pounced on the MSS as soon as they saw its potential).

Now, I've upgraded my MSS to have a sane amount of RAM. So I'm sure that I could find add-ins that replicate the functionality HP doesn't want to give us, but I'm still left in the situation that until Microsoft releases some app store for WHS that does security audits on the code, I would much rather trust a company like HP to provide my WHS add-ins, especially since I've been pleased with their work on them thus far. Instead, however, I'm being told I cannot even pay for an upgrade. This is nonsense.

I design software for a living, and this all just reeks of someone deciding they can build MSSes cheaper on the intel platform, and then the software remodeling work was thrown to some cut-rate development shop in the ass end of nowhere which gave them a steaming pile of crap way too tightly coupled to the new platform. HP, FIX your code or you'll have a lot of ex ex4xx owners when you could have had an army of brand evangelists. Its depressing that such a wonderful product could be brought so low by poor decision making.

What hurts even more is that it looks like HP has used all the valuable feedback we have been providing on the few complaints we had with their WHS addons to fix almost every problem we complained about. Then, they dangled it all in front of our noses, only to later reveal that none of this would be available to us without us repeating our entire investment.

So we are just going to be used as market research and then pumped cash? HP, sort this out! I love your product! I would love to give you more money for good software and good hardware in the future, but I am NOT going to REBUY essentially the SAME product just to get a software update.

Imagine the sort of problems Apple would be having right now if they hadn't let the first gen iPhone owners update their OS version? Why do you think your situation is any different? I'm annoyed that I wont be able to upgrade my wife's first gen iphone to support A2DP when iPhone OS 3 comes out, but at least its already received many useful updates and will still get MOST of the features of the new upgrade, rather than a cherry-picked few. Apple's model is MUCH more appropriate here, HP.

It is interesting that HP has apparently totally discounted the possibility of a software upgrade if that is the limiting factor. The underlying OS is the same on both servers, so it only HP’s code that is limiting.

I am sure that many of the first generation owners are like me who saw the possibilities and bought the server as soon as it was available and have shown it to many others. Why they would want to turn away their most fervent customers I am not sure. Word of mouth advertising is always the cheapest and best that there is.

I will not be recommending MediaSmart Servers to anyone else. After all the currently available version is already one-fourth of the way through its support cycle (projecting forward their excuses) and they can expect the last one to be pretty lame (at least it is for the first generation) so they can only realistically expect a couple more improvements. After that they would be faced with the buy it again or else scenario that is being presented to us.

I am hoping that there will be a good alternative from a company with a track record of customer care when I am ready to upgrade.

Too bad, it is a good server.

Thanks,
Bob

After HP has built such an inferior product, they had to let us upgrade without voiding our warranty! (which is normally unheard of!) They are now making excuses why they are not going to let us upgrade our software! They could easily allow a manual upgrade for those of us who have upgraded our hardware. But it is easier to say "no", just buy the new version of the server : )

I have sent back my new 17.3" HP Laptop and will build my own server when the new version of the WHS is released. I am done supporting a company who has deserted their customers! They should be going out of their way to support the early adopters who invested in an inferior product they obviously rushed to the market so fast, they didn't do sufficient testing.

I will not be supporting HP anytime in the near future! I hope all the early adopters are with me. If you don't stand up to corporate companies they will continue to walk all over you, because they can!

unacceptable

I think that survey will show a resounding NO. It's upsetting to me because I really like my home server… but I would be better off building my own at this point, and finding add ons from other developers. I'm not going to get screwed over then give them more money. I made that mistake on my first wife.

It is not as though we're talking about old, antiquated pieces of equipment – mine is not even a year old. If this were a 5 year old product, I could understand. However, to treat us poorly so quickly, quite frankly, is disgusting. At least give us the option at a reasonable fee – we're still HP customers after all! The truth of the matter (as HP well knows) is that most people that would want this update have performed the necessary hardware upgrades so that this would run properly on 47x machines. HP – PLEASE RECONSIDER. OTHERWISE, YOU ARE TURNING OFF THE EARLY ADOPTERS OF YOUR WINDOWS HOME SERVERS (which, I would surmise account for the vast majority of the total sales of your WHS boxes to date) – IF YOU DO SO, YOU MAY WELL NEVER GET A HUGE CHUNK OF THESE CUSTOMERS BACK AND IT COULD BE A HUGE STEP TOWARDS KILLING YOUR WHS PRODUCT LINE, AS WELL AS OTHER PRODUCT LINES THAT THESE HIGH END CONSUMERS WOULD PURCHASE. PLEASE OFFER ALL UPDATES, NOW AND IN THE FUTURE, TO THE 47x OWNERS, EVEN IF IT IS WITH DISCLAIMERS AND FOR AN ADDITIONAL, REASONABLE FEE.

I am the owner of several EX480 units that are only 20 days from the retail shelf. They are used at my business and home to back up the computers. I have made arrangements to send several of these new units back, because I feel that hp will not stand behind there software packages on there older units they will probably do the same to mine when they are a year old also.

Brian,
Now what feature do you need from 2.5 for a business ? and you said back up software will you will get that, so your complaints make no sense. I dont see a business streaming itunes

Dear HP, You made a big strategic mistake in your business !
..And started a domino effect on my computer/electronic household. That's bad.

-It's the "Hardware & Software Integration & years of Support" you stupid.
-Support is my investment insurance
-You remove one leg (Support) and expect repeated customer (485, 495,..) ? FORGET IT, your house fails

-To remove full future support for "The" Server, "center and heart of my files and media" for years to come – That's BAD FOR ME
-You also set the HP precedence today – what's the reason for me (customer) to buy next HP products (WHS, PC, laptops,..) ? GUESS WHAT -NONE – And That's BAD FOR YOU

That's a pity, HP, last few years, you got closest to what customers need and want with your Media-Touch-Smart line – Interoperability, Hardware & Software Integration,Sexy, making sense – closest to Apple thinking, but for Windows world and cheaper than Apple ! Cheaper, more economical ? Not anymore. Without the proper and expected software updates, All HP product line, just got too expensive for me in the long run.

And it's time for me to start looking for alternatives again when time comes in future for replacements/additions to my computer/electronic household. Hardware+Software+Support and long useful life is what counts in my checkbook. Just preliminary :

Hardware – anybody
Software + Support – Linux
Hardware + Software + Support – definitively Apple, Linux getting there

Do you see an HP anywhere ?

Dear HP,

I am a PC, but no longer an HP!

Steve, you are way out of the loop on this Steve. Most of us who want this update don't run business servers on 512 of RAM. In fact we don't even run our home servers on 512 of RAM because we have already upgraded our EX47* machines to 2Gig to make it usable. In doing so we didn't void our warranty because HP approved the upgrade by agreeing that it would not affect the warrantly. What has "pissed us off" is that EX47* machines are capable and already running the new hacked HP software despite HP's lame excuse that they can't and the fact that a few month old user of a EX47* shouldn't have to void his warranty to do so. I suggest you stay in the loop before posting comments. Oh by the way posting your comment once is enough!

I want to be able to stream my large AVI files from my 47x Server to my laptop when I am out of town, but it ain't going to happen. Demanding that HP support the old server release for release with the 48x is like me taking my 2006 Mustang back to Ford and insisting that they add the same gagits that the 2009 Mustang has. T'aint going to happen. I understand that and appreciate next month's release and understand if its the last. This industries changes so quickly and with everyone downsizing, it is insane to expect upgrade support for any product for so long. HP has to make money. Company's only want to sell new things. That is what keeps them in bussiness. If they can provide new software that is backwards compattible, that is great, if not they have to move forward. If I want a 2009 Mustang, I have to buy one.

If we had version 2.5, could we load it onto a ex470 with upgraded processor and memory?

I bought mine about 14 months ago, for $450 USD on sale through Best Buy. It only had the one 500 gig drive at the time.

When Circuit City went out locally, they had two of them at $200 each. My wife and I thought about it and went back the next day. They had marked them down to something like $150 each and someone was in the checkout line with them as we arrived. He bought them to use as computers for his grandkids. I tried to him that they are not computers and that you can't even hook a monitor or keyboard up to them, but he did not believe me. I can only imagine what happened to them after that.

I too am a little upset that HP came out with a hardware and software update after only a year with the EX470/475 servers. However I think that if they don't want to spend the time or money getting software updates for the new features available on the EX480/485, then maybe $100 – 150 discount with the trade in of your old EX470/475 server. As for making money I believe this would more than cover the cost of manufacture, and then they could offer an extended warranty for two or three years. Unfortunately i have been unable to purchase any kind of extended warranty on my HP MediaServer. Then just to make things worse they said my warranty expired six months after I purchased my unit. Most of my other computers are Dell, and their service has been outstanding, so I'm a little put off with HP's service. I could go on, but I'm sure you get the drift. I would like a person or address at HP that I could contact so that I could voice my complaints and go into the exact problems I've had with their service. So if anyone has this contact, would you send it to me?

I bought my EX470 over a year ago and did so for several reasons. The first was the form factor – simply outstanding. Second was the ease in which I could add more drives. Third was for the client backup capability. None of these change because HP came out with another model. I fully expected to be locked into this feature set when I bought the unit. For those complaining about the data corruption problem, keep in mind that Microsoft had to fix it, not HP. I'm still very happy with the quality of the product and the features. If I decide that I need the features in the new model, I'll sell the EX470 on eBay and buy one. Sorry folks, I'm just not upset by all of this…