Europe Still Unable to Order HP MediaSmart Server 3.0 Update

By on March 2, 2010 in Windows Home Server

European HP MediaSmart Server owners have been contacting the site over the past week to report that they’ve been unable to order the v3.0 update discs, due to website issues at a third-party distributor, Best2Serve. Yesterday, following WGS asking when the website would be available, the word from HP was that everything was working fine, as we reported.

However, readers have still been having issues, with a representative from Best2Serve kindly responding to reader comments here at WGS,

Not all products are available for order at this time. I work for Best2Serve and know that my colleagues are working on making them available as soon as possible, in close cooperation with HP and the partner producing the upgrade discs…. The official link from the HP websites still lead to an unavailable product.

We contacted HP again, and this time around, they agreed with our view that Europe was unable to order the update:

The web sites are going down due to a large volume of visitors. We’re in the process of resolving the issue, but in the meantime our recommendation is for your readers to just keep trying to access the sites. They (Best2Serve) are going to take the links down today and put them back up tomorrow morning. Between now and then they are going to try and do some maintenance on the systems to prevent this from happening any more. This is only impacting EMEA customers, North America is not impacted.

Fingers crossed the issues are resolved as soon as possible. Watch this space for more news as we get it.


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About Terry Walsh

Terry Walsh is the founding editor and owner of We Got Served. Since February 2007, the site has provided detailed coverage and analysis of the emerging home server category, and has subsequently grown into a trusted outlet for digital home news and reviews.
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  • Kris Butler

    so does this also affect those who managed to order? I ordered first thing on tues 23rd Feb 2010 and got an order number, paid and yet still says "being handled"- will i need to re-order?

    thanks

  • http://www.ticnovation.com Tedi

    I was able to order it at Best2serve (linked from HP official site) two days ago.

  • http://intensedebate.com/people/urmaster urmaster

    I ordered sometime last week, I assume orders will be on a first come first serve basis and existing orders be upheld?

  • Hossein

    I ordered in Canada on Feb 25, and it was supposed to be here by Mar 3rd, but now they changed the shipping date to Mar 16th

  • Joseph Bagadonuts

    What should have been an absolute category killer product has been hampered by mismanagement. The best thing I can say about the HP MediaSmart experience is the tech support team up in Canada. Unfortunately, I've spoken with them several times, but they are a credit to HP. But the product team should seriously be reevaluated for making so many visible and annoying blunders.

    While I tend to have a positive view of HP, the MediaSmart story has very much eroded my confidence. Why announce a product that can't be fulfilled? Why not use hpshopping instead of a bake sale solution? Why single out Canada for price gouging? Why tell customers that this update would be ready at the end of September, then slip the date and not say anything? Things happen (e.g., PP3), we understand that. But how these things are managed is what distinguishes good companies from inept ones.

  • Keith

    My order placed on the 23rd with Best2Serve still has the status of 'Confirmed – Your order has been received and is being handled'

    • Guest

      Same situation here. I notice also that payment has been confirmed the same date.

  • http://twitter.com/brcothran @brcothran

    I got an email from hp today apologizing for any possible delay, with a link to check on the status of my order. Hp still has an estimated deleivery date of tomorrow (3/5/10), but it also says that the order has not yet shipped. Hmmm
    I agree with Bagadonuts, this whole thing has been mismanaged. I still like my ex485, but HP lied to me when they said that the ex495 software wouldn't run on the ex485, until they got caught in that lie, because people hacked into the server. Then they let the date for release slip, and they never communicated with the customer.
    I hope this email is HP attempt to open the lines of communication, rather than another mistake.

  • Andrew

    Just ordered via Best2Buy in uk. Link now working. £10 incl p+p. That equates to around US$15. Wow good value in the UK. Normally UK pay premium for these things. Thanks HP. Long time coming, hope its worth the wait. Just ordered a 2Gb ram upgrade from Crucial as well.

  • Ryan

    Please try to understand why this is. HP doesn't have the update ready to ship. They didn't want to issue another delay notice so they just put the product up for order. I live in the states and ordered it last week with overnight shipping with an estimated delivery date of 3/1 and after 10 calls and 2 hangups they finally admitted they weren't even ready to ship these upgrade disks. They couldn't even give me an estimated ship date. Just thay they were not shipping any of these upgrade disks yet.

    So my question is has anyone received theirs yet?

  • Ryan

    Dear Customer:

    At HP our products are designed, manufactured and serviced, to meet our high standards.

    We apologize for the possible delay in delivery of your service; however, we are diligently working on expediting your order.

    Service Order Number xxxxxxxxxxxx
    Model # 589796-ZH1
    Serial # NSN

    We are striving to meet our estimated delivery date; in case where this is not met due to various reasons, an HP representative will attempt to contact you to communicate a new date and/or discuss possible alternative support solutions that could better meet your needs.

    Please paste the link below into your browser to get shipment status updates and contact information:

    https://warp1.external.hp.com/cso_status/order_lo…

    Or contact 1-800-HPINVENT, where we are always ready to serve you.
    Please do not reply to this email message, it was sent from an address that is not monitored.

    Sincerely,
    HP Americas Consumer Support

    Date: 3/2/2010

    This was the official responce I got from HP

  • Kim Nielsen

    HP server down???

  • HP You are Silly

    Why cant they just make a Download site ? That is what i can not wrap my head around

    • http://intensedebate.com/people/tezzer Terry Walsh

      Microsoft licensing prevents the bud being downloaded. I asked the same question a few months ago.

  • raaaaaa

    because they told everybody $25 and with a down loadable version they can not get you for more money with shipping like they do with the Canadians..

  • Alan

    Looks like the link is now workingfrom the desktop OS choices but interestingly if you choose the Server 2003 option there is now a new download available – Update for HP MediaSmart Server / Data Vault 3.0 dated 1st March. Is this an update for the upgrade we have yet to receive? Is anybody with connections within HP been made aware of this?

    Alan (confused)

    • http://intensedebate.com/people/tezzer Terry Walsh

      Haven't heard of this one Alan…..

    • http://intensedebate.com/people/tezzer Terry Walsh

      Looks like it's an update for the 3.0 software – currently EX49x and Data Vault owners should be able to update, but once you've upgraded, you'll be able to do the same.