CONTACTS 
0201 - Fry's Electronics Store #24
020101 - Mr. Petrus Steinmann; Manager
020103 - Service Department

SUBJECTS
Personal Computer PC Notebook Intel 64-bit Microprocessor Microsoft

0503 -
0503 -    ..
0504 - Summary/Objective
0505 -
050501 - Follow up ref SDS 15 0000. ref SDS 14 0000.
050502 -
050503 -
050504 -
050505 -
050507 -  ..
0506 -
0507 -
0508 - Progress
0509 -
050901 - Called HP Sales at number in the record on 090624. ref SDS 10 EO7J
050902 -
050903 - Talked to Tom.
050905 -  ..
050906 - Explained background, and including most recently failure to configure
050907 - the HDX 18T with Windows XP, reported yesterday on 090705, ref SDS 15
050908 - PPXU, and failure of HP Technical Support to assist. ref SDS 15 RG59
050910 -  ..
050911 - Tom said the matter should go to the Escalation Department.
050912 -
050913 -
050915 -  ..
0510 -
0511 -
0512 - 1713
0513 -
051301 - Talked to Calvin in sales.
051302 -
051303 - He transferred the call to Escalation Department.
051304 -
051306 -  ..
0514 -
0515 -
0516 - 1722
0517 -
051701 - Talked to Toni in the Escalation Department.
051702 -
051703 - Toni suggests talking to a case manager.  Toni gave the phone number
051704 - for the Case Managers...
051705 -
051706 -                  877 917 4380
051708 -  ..
051709 - Toni tried transferring the call to a case manager.
051711 -  ..
051712 - Was on hold for 90 minutes.  Toni eventually came back on line and
051713 - apologized for such a long wait.
051715 -  ..
051716 - Toni said she would continue holding and get a case number and manager
051717 - assigned to this issue.  The case manager will then call back with
051718 - ideas for solving the problem.
051719 -
051721 -  ..
0518 -
0519 -
0520 - 1902
0521 -
052101 - HP Case Manager never called back...
052102 -
052103 -
052105 -  ..
0522 -
0523 -
0524 - 1943
0525 -
052501 - Called Morris for suggestions installing Windows XP 32-bit operating
052502 - system to replace Vista 64-bit operating system on HP HDX 18t 64-bit
052503 - computer.
052505 -  ..
052506 - Previously, SDS would not run on Morris' 64-bit computer with the
052507 - Vista operating system, reported on 080531 0730. ref SDS 1 HF9J
052509 -  ..
052510 - Morris was adament today that running SDS 16-bit software on Windows
052511 - 32-bit operating system installed on a 64-bit computer will not work
052512 - for copying data to other 32-bit computers, for example, copying SDS
052513 - records from c16 to c14 and c15.  Morris indicated very strongly that
052514 - running Windows 32-bit operating system on a 64-bit computer risks
052515 - causing subtle differences between the way data is stored on the
052516 - 64-bit computer, and so when copied back and forth from C16 to c14 and
052517 - c15 SDS records could become unaccessible.  This could go on for a
052518 - long time before the problem becomes evident.
052520 -  ..
052521 - We reviewed the record on 090616 where the Service Manager showed that
052522 - Fry's runs DOS 16-bit line-of-business applications on Windows 32-bit
052523 - operating system installed on modern 64-bit computers. ref SDS 2 4S95
052524 - On 090623 Brock in the HP Sales Department disclosed that Windows
052525 - 32-bit operating system can be installed on the HP HDX 18t.
052526 - ref SDS 9 F43N
052528 -  ..
052529 - Morris commented that desktop personal computers generally have an
052530 - "open architecture"that is easier to mix and match hardware and
052531 - software systems.  Laptop and notebook computers have a more "closed
052532 - design," currently based on the Vista 64-bit operating system.
052533 - Manufactureres are bound by marketing contracts with Microsoft to
052534 - limit customer flexibility customizing computers to optimize
052535 - productivity.  Fry's failed trying to configure the Toshiba Qomiso
052536 - 64-bit notebook computer to replace Vista with Windows XP 32-bit
052537 - operating system, reported on 090617. ref SDS 3 01DC  Fry's failed
052538 - again on 090705 trying to replace Vista 64-bit with Windows XP 32-bit
052539 - operating system on the HP HDX 19t 64-bit notebook.  Morris feels this
052540 - record aligns with widespread public reporting that modern 64-bit
052541 - computers cannot run legacy 16-bit applications. ref SDS 15 PPXU  HP's
052542 - refusal to provide Technical Support shows powerful forces lined up to
052543 - reduce productivity. ref SDS 15 RG56
052544 -
052545 -            [On 090708 HP Technical Support said again that Windows XP
052546 -            32-bit operating system cannot be installed on the HDX 18t
052547 -            64-bit computer to replace Vista. ref SDS 16 PQ9R
052549 -             ..
052550 -            [On 090708 HP Technical Support revised guidance saying
052551 -            Windows 32-bit operating system can be installed on the HDX
052552 -            18t 64-bit computer to replace Vista, but HP Customer
052553 -            Support for the HDX 18t will not help customers.
052554 -            ref SDS 16 KQ54
052556 -             ..
052557 -            [On 090708 HP Technical Support supervisor provided
052558 -            assistance to customer getting an HP video that explains
052559 -            how to replace Vista 64-bit with Windows XP 32-bit
052560 -            operating system on the HDX 18t. ref SDS 16 OE5Q
052562 -             ..
052563 -            [On 090708 HP video on upgrading HDX 18t by replacing Vista
052564 -            with Windows XP 32-bit operating system fails to provide
052565 -            essential guidance. ref SDS 16 VO90
052567 -             ..
052568 -            [On 090708 Fry's encounters continuing problems that
052569 -            prevent configuring HDX 18t 64-bit notebook computer with
052570 -            Windows XP 32-bit operating system. ref SDS 17 PQRY
052572 -             ..
052573 -            [On 090709 2020 Brock who sold c16 on 090623 advised that
052574 -            customers can buy the HP Elitebook 8730w computer that has
052575 -            half the performance capability of the HDX 18t, but comes
052576 -            with Vista Business operating system, and HP will replace
052577 -            Vista Business with Windows XP operating system at the
052578 -            factory, and it sells for $2,000 more, a total of $4,200.
052579 -            ref SDS 18 LO8H
052581 -             ..
052582 -            [On 090710 Microsoft provided guidance to successfully
052583 -            install Windows XP 32-bit to replace Vista 64-bit operating
052584 -            system on the HDX 18t 64-bit computer. ref SDS 19 R54P
052585 -
052587 -  ..
052588 - Morris feels the updated application for Medit we are developing will
052589 - enable SDS support for working intelligently on multi-hardware
052590 - platforms, and if it can be made to run correctly, may be ready for
052591 - productive use a year or so.
052592 -
052593 -
052594 -
052595 -
052596 -
052597 -
052598 -
052599 -
052600 -
0527 -