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

SUBJECTS
Personal Computer PC Notebook Intel 64-bit  Mcroprocessor Microsoft

0503 -
0503 -    ..
0504 - Summary/Objective
0505 -
050501 - Follow up ref SDS 15 0000. ref SDS 14 0000.
050502 -
050503 -
050504 -
050505 -
050506 -
050507 -
050509 -  ..
0506 -
0507 -
0508 - Background
0509 -
050901 - On 090623 1648 purchased HP HDX 18T Q9300 computer from HP based on
050902 - representation that the computer can be configured with Windows XP as
050903 - primary operating system, install Windows 7 as a dual boot OS.
050904 - ref SDS 8 F43F  The next day on 090624 0858 this was confirmed by
050905 - Carrie in the HP Sales Department. ref SDS 9 R85L
050907 -  ..
050908 - Based on HP's assurances that the HDX 18t notebook can be configured
050909 - with Windows XP as the primary OS, ordered the computer and paid for
050910 - the transaction. ref SDS 8 294M
050912 -  ..
050913 - On 090623 1607 made agreement with Fry's to configure with Windows XP
050914 - and Windows 7. ref SDS 7 0274
050916 -  ..
050917 - On 090702 1646 received c16 from HP. ref SDS 12 ON8O
050919 -  ..
050920 - Delivered c16 to Fry's.
050922 -  ..
050923 - Ryan received the new computer, c16, and also c15 which will be a
050924 - template for configuring c16, and a source for software.  Reviewed
050925 - background and objectives with Ryan. ref SDS 13 5A8K
050927 -  ..
050928 - Ryan was out sick on Friday, and so no work was done.  Leo was in the
050929 - office, but apparently Petrus assigned Ryan to do the work.
050931 -  ..
050932 - Visited Fry's briefly on 090704 about 1900.  Fry's was closing
050933 - because of July 4th holiday.
050935 -  ..
050936 - Ryan had started work.  He had backed up the original Vista
050937 - envirnoment.  Not sure how useful this is because c16 comes with a
050938 - recovery disk.
050940 -  ..
050941 - On 090705, Ryan at Fry's was unable to install Windows XP pro because
050942 - the installation program returned a message saying the process was
050943 - halted to prevent damage to the computer. ref SDS 14 PPXU
050945 -  ..
050946 - On 090705, after encountering problems at Fry's went home and called
050947 - HP Technical Support.  Mat, the supervisor, said that HP will not
050948 - support customers to configure the HP HDX 18t notebook computer to run
050949 - Windows XP as the primary operating system, because HP will only
050950 - provide assistance to run Vista. ref SDS 14 RG56  Mat feels that Brock
050951 - made a mistake telling the customer that HP supports requirements for
050952 - installing Windows XP as the primary OS, and installing Windows 7 as a
050953 - dual boot seconary OS, during the call on 090623, ref SDS 8 F43F, when
050954 - the order was placed for c16. ref SDS 8 294M  Mat feels Carrie also
050955 - made a mistake on 090624 0858 when she confirmed Brock's
050956 - representation that the customer can customize the HP HDX 18t notebook
050957 - computer to perform work requirements using Windows XP as the primary
050958 - OS. ref SDS 9 R85L
050960 -  ..
050961 - On 090705 1545 called HP Sales and talked to Calvin.  He transferred
050962 - the call to Escalation.  Tonie in Escalation tried to transfer the
050963 - call to a Case Manager, but was on hold for 90 minutes.  Tonie
050964 - eventually said she would continue holding and get a Case Manager
050965 - assigned.
050966 -
050967 -
050968 -
050970 -  ..
0510 -
0511 -
0512 - Progress
0513 -
051301 - Called HP Sales at the number on 090624. ref SDS 9 EO7J
051302 -
051303 - Talked to Mike.
051305 -  ..
051306 - Mike said he has reviewed notes on the issue.  Mike said it can take
051307 - up to 3 days for the Case Manager to call the customer.
051309 -  ..
051310 - Asked for verification that a Case Manager is scheduled to call back,
051311 - and that this matter has not simply been forgotten.
051313 -  ..
051314 - Mike decided to transfer the call to a Customer Representative.
051315 -
051316 -
051318 -  ..
0514 -
0515 -
0516 - 1111
0517 -
051701 - Talked to Katrina in Resolutions Department.
051702 -
051703 - Katrina will call the Case Manager Department and get a case number
051704 - for this issue.
051706 -  ..
051707 - Katrina has the phone number and email address to call back in case
051708 - the line is dropped while on hold.
051710 -  ..
051711 - On hold.
051712 -
051714 -  ..
0518 -
0519 -
0520 - 1125
0521 -
052101 - Katrina came back online.
052102 -
052103 - She transferred the call to Orlando.
052105 -  ..
052106 - Orlando came on line, but the connection was very poor, so he agreed
052107 - to call back.
052108 -
052110 -  ..
0522 -
0523 -
0524 - 1127
0525 -
052501 - Orlando called back.
052502 -
052503 - Connection was better.  He is located in Canada, but has a strong
052504 - Spanish accent that is difficult to follow.
052506 -  ..
052507 - Asked for a case number.  Orlando gave the following...
052509 -              ..
052510 -             Case Number:  8027001346
052511 -
052512 -                           866 408 5408
052514 -  ..
052515 - Explained problem encoutered at Fry's on 090706. ref SDS 14 PPXU
052517 -  ..
052518 - Orlando said that the HP HDX 18t is a 64-bit computer designed and
052519 - manufactured to only run the Vista 64-bit operating system as
052520 - delivered from the factory.  He said that Windows XP 32-bit operating
052521 - system will not run on the HDX 18t, and so HP Technical Support cannot
052522 - help customers replace Vista to meet customer requirements for
052523 - upgrading the HDX 18t that makes the computer productive.
052525 -  ..
052526 - Orlando advised that the HP HDX 18t is not designed for productivity.
052527 - It is advertised by the Home and Home Office Sales Department for
052528 - "entertainment" to play music, movies, and games.  High end graphics
052529 - and vast storage on this computer makes it ideal for storing movies,
052530 - pictures, and playing entertaining games.
052532 -  ..
052533 - This aligns with HP's advertising reviewed on 090623 that presents the
052534 - HDX 18t for entertainment. ref SDS 8 LW51
052535 -
052536 -        [On 090709 2020 Fry's reports failure installing Windows XP on
052537 -        HP HDX 18t and advised HP Technical Support refuses assistance.
052538 -        ref SDS 16 VM6O
052540 -         ..
052541 -        [On 090709 2020 Brock who sold c16 on 090623 advised that
052542 -        customers can buy the HP Elitebook 8730w computer that has half
052543 -        the performance capability of the HDX 18t, but comes with Vista
052544 -        Business operating system, and HP will replace Vista Business
052545 -        with Windows XP operating system at the factory, and it sells
052546 -        for $2,000 more, a total of $4,200. ref SDS 16 LO8H
052548 -         ..
052549 -        [On 090710 Windows XP Pro SP2 successfully installed on c16, HP
052550 -        HDX 18t notebook 64-bit computer to replace Vista 64-bit OS;
052551 -        got past Microsoft blue screen error using Intel drivers for
052552 -        SATA hard drives applied with a separate floppy disk drive
052553 -        connected to USB port, run concurrently with XP setup code in
052554 -        the CD ROM drive, ref SDS 17 SH4K, and now need HP drivers for
052555 -        Windows XP. ref SDS 17 NZ6J
052557 -  ..
052558 - Orlando said that in October Microsoft will release Windows 7, and it
052559 - will support 32-bit software.
052561 -  ..
052562 - Asked Orlando to collaborate with his technical support engineering
052563 - colleagues to verify that the HP HDX 18T computer will not run
052564 - Windows XP 32-bit OS.
052566 -  ..
052567 - On hold.
052569 -  ..
0526 -
0527 -
0528 - 1146
0529 -
052901 - Orlando came back on line.
052903 -  ..
052904 - Orlando said his colleagues now say that Windows XP 32-bit operating
052905 - system can be installed on the HDX 18T, as represented by Brock on
052906 - 090623, ref SDS 8 F43N, and confirmed the next day on 090624 by
052907 - Carrie, also, at HP Sales Department. ref SDS 9 EO7J
052909 -  ..
052910 - Asked to get an email from the Case Manager confirming this can be
052911 - done, and to explain the steps for accomplishing the work, including
052912 - solving blue screen problems reported at Fry's Electronics on 090705
052913 - 1545. ref SDS 14 PPXU
052915 -  ..
052916 - What about other ideas we have found, also, on 090705 1545?
052917 - ref SDS 14 ZU4M
052919 -  ..
052920 - Orlando said that HP will not support upgrading the HDX 18t for better
052921 - productivity with the Windows XP 32-bit operating system.  He said the
052922 - Technical Support Department for the HDX 18t can only help customers
052923 - customize the computer to increase productivity in order to help pay
052924 - for the computer.
052926 -  ..
052927 - Asked to speak with a supervisor.
052928 -
052930 -  ..
0530 -
0531 -
0532 - 1200
0533 -
053301 - Talked to Malcolm, the Technical Support supervisor.  He initially
053302 - insisted that customers should conform their requirements and business
053303 - practices to computer products, as they come from the factory, in
053304 - order to make Technical support fast and easy for HP engineers.  He
053305 - explained that configuring computers to meet needs of customers makes
053306 - technical support more difficult, so HP, like other business, avoids
053307 - supporting needs of customers.
053308 -
053309 -        [On 090709 2020 Brock who sold c16 on 090623 advised that
053310 -        customers can buy the HP Elitebook 8730w computer that has half
053311 -        the performance capability of the HDX 18t, but comes with Vista
053312 -        Business operating system, and HP will replace Vista Business
053313 -        with Windows XP operating system at the factory, and it sells
053314 -        for $2,000 more, a total of $4,200. ref SDS 16 LO8H
053316 -  ..
053317 - Malcolm finally said that both Orlando, per above, ref SDS 0 PQ9R, and
053318 - Mat were wrong saying HP does not support installing Windows XP 32-bit
053319 - operating system to make the HP HDX 18t 64-bit computer productive for
053320 - line-of-business software, reported previously on 090705. ref SDS 14
053321 - RG56  Malcolm advised today that HP engineers have installed Windows
053322 - XP 32-bit on the HP HDX 18t 64-bit hardware.  HP has produced a video
053323 - of what they did to accomplish this configuration, and the video is
053324 - available with a transcript on the HP website...
053326 -              ..
053327 -             http://www.hp.com
053329 -         ..
053330 -        [On 090713 0043 letter to Microsoft and HP commending
053331 -        effective technical support. ref SDS 19 RS4V
053333 -         ..
053334 -        [On 090714 1504 called HP and assisted HP staff find the HP
053335 -        video on configuring HDX 18t to replace Vista 64-bit with
053336 -        Windows XP 32-bit. ref SDS 20 416K
053338 -  ..
053339 - Malcolm explained that on the HP website, enter in the Search field
053340 - (top right corner) enter...
053341 -
053342 -           Vista XP video
053344 -  ..
053345 - This opens a window...
053346 -
053347 -              http://search.hp.com/query.html?cc=us&lang=en&charset=utf-8&qt=Vista+XP+video&la=en
053348 -
053349 - ...which runs the video, showing configuration narrated and explained
053350 - by two HP engineers, Randy and Kevin.
053352 -  ..
053353 - Put the explanation in a file. ref OF 1 0001
053355 -  ..
053356 - Device drivers for Windows XP running on HP computers...
053357 -
053358 -              http://welcome.hp.com/country/us/en/support.html?jumpid=hpr_R1002_USEN
053360 -  ..
053361 - Investigation shows this location has only 2 of about 20 - 30 device
053362 - drivers required.
053363 -
053364 -        [On 090709 2020 HP sells Elitebook 8730w very similar to HDX
053365 -        18t, except Elitebook 8730 is delivered to customer with
053366 -        Windows XP pre-installed. ref SDS 16 LO8H
053368 -         ..
053369 -        [On 090712 1517 difficulty finding device drivers for running
053370 -        Windows XP 32-bit on HDX 18t because HP does not provide
053371 -        drivers. ref SDS 18 GS3K
053373 -         ..
053374 -        [On 090713 0047 letter to HP requests device drivers for the
053375 -        Elitebook 8730w, ref SDS 19 RS6U, which has similar hardware to
053376 -        HDX 18t, and comes from the factory with Windows XP 32-bit
053377 -        installed, reported by HP on 090710. ref SDS 16 LO8H
053379 -  ..
053380 - HP source for installing Windows XP is located at...
053381 -
053382 -        HP and Compaq Desktop PCs -
053383 -        Video: Changing from Windows Vista to XP
053384 -
053385 -              http://h10025.www1.hp.com/ewfrf/wc/document?docname=c00579175&cc=us&dlc=en&lc=en&jumpid=reg_R1002_USEN
053387 -  ..
053388 - This video shows two HP engineers Randy and Kevin working together to
053389 - replace Vista 64-bit with Windows 32-bit operating system.
053391 -  ..
053392 - Malcolm said that even though we bought a notebook, the same
053393 - instructions apply for installing Windows XP to replace Vista.
053394 -
053395 -        [On 090710 Microsoft advises that installing Windows XP on HDX
053396 -        18t 64-bit computer requires using Intel drivers for the SATA
053397 -        hard drives, ref SDS 17 R54P, and this is not mentioned in HP
053398 -        video quidance, per above. ref SDS 0 7S8M
053400 -         ..
053401 -        [On 090710 Windows XP Pro SP2 successfully installed on c16, HP
053402 -        HDX 18t notebook 64-bit computer to replace Vista 64-bit OS;
053403 -        got past Microsoft blue screen error by applying guidance from
053404 -        Microsoft Technical Support to download Intel drivers for SATA
053405 -        hard drives, and call the drivers with a separate floppy disk
053406 -        drive connected to USB port running concurrently with XP setup
053407 -        code in the CD ROM drive, ref SDS 17 SH4K, and now need HP
053408 -        drivers for Windows XP. ref SDS 17 NZ6J
053410 -  ..
053411 - There is a transcript of the audio for this installation instructions.
053412 - ref OF 1 OP3G
053414 -  ..
053415 - There is another HP website with more detailed instructions...
053416 -
053417 -        HP and Compaq Desktop PCs -
053418 -        Changing the Operating System
053419 -        from Windows Vista to Windows XP
053420 -
053421 -              http://h10025.www1.hp.com/ewfrf/wc/document?lc=en&dlc=en&cc=us&docname=c01274160
053423 -  ..
053424 - This location says in part...
053425 -
053426 -        One quick way of obtaining hardware drivers is to connect to
053427 -        the Internet and then open Device Manager and view the
053428 -        hardware component names. Any hardware names that have a
053429 -        yellow exclamation point on their icon, right-click the
053430 -        component name, and then click Update Driver , to search for
053431 -        the appropriate driver.
053433 -  ..
053434 - Problem to avoid is using a USB memory stick, and instead to download
053435 - files to a CD.
053437 -  ..
053438 - This does not explain how to connect to the Internet without the
053439 - drivers already installed for the network connections.
053441 -  ..
053442 - What might be done is to manually download and install the driver that
053443 - enables connecting to the Internet, then use the procedure explained
053444 - in HP's guidance, per above. ref SDS 0 YR7L
053446 -  ..
053447 - There is nothing evident in this material that explains how Randy and
053448 - Kevin got past the Microsoft blue screen Windows XP setup problems we
053449 - are having, reported on 090705. ref SDS 14 PPXU
053450 -
053452 -  ..
0535 -
0536 -
0537 - 1448
0538 -
053801 - Talked to Melissa.
053802 -
053803 - She could not suggest how to solve the Windows XP setup blue screen
053804 - problem encountered at Fry's on 090705. ref SDS 14 PPXU
053805 -
053806 -
053807 -
053808 -
053809 -
053810 -
053811 -
053812 -
053813 -
0539 -