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 20 0000. ref SDS 17 0000.
050502 -
050503 -
050504 -
050505 -
050506 -
050508 -  ..
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 11 F43F  The next day on 090624 0858 this was confirmed by
050905 - Carrie in the HP Sales Department. ref SDS 12 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 11 294M
050912 -  ..
050913 - On 090623 1607 made agreement with Fry's to configure with Windows XP
050914 - and Windows 7. ref SDS 10 0274
050916 -  ..
050917 - On 090702 1646 received c16 from HP. ref SDS 15 ON8O  Delivered c16 to
050918 - Fry's.
050919 -
050921 -  ..
0510 -
0511 -
0512 - Progress
0513 -
051301 - Called Ryan about 1830.  He said they tried to install Windows after
051302 - formatting the drive, and this failed.  Still getting XP setup blue
051303 - screen error.
051305 -  ..
051306 - Explained research last night that found reports of people getting
051307 - past blue screen error message during Windows XP 32-bit operating
051308 - system setup by using device drivers for SATA hard drives installed on
051309 - the HP HDS 18t notebook computer. ref SDS 20 PX8J
051311 -  ..
051312 - Ryan will will download SATA drivers from the Internet and will try
051313 - installing XP again with this change.
051314 -
051316 -  ..
0514 -
0515 -
0516 - 2032
0517 -
051701 - Visited Ryan at Fry's.
051703 -  ..
051704 - After downloading the SATA hard driver software control program, per
051705 - planning above, ref SDS 0 TF4W, and citing research yesterday on
051706 - 090708 1540 at 2149, ref SDS 20 PX8J, they continue to get the same XP
051707 - Setup blue screen error message that prevents installing Windows XP,
051708 - reported on 090705. ref SDS 17 PPXU
051710 -  ..
051711 - Ryan thinks the main problem is the BIOS.  On 090705 1545 he changed
051712 - the BIOS setting the CD ROM as the boot drive in order to install the
051713 - operating system. ref SDS 17 PPXU  Ryan advised that the BIOS normally
051714 - has a great many more features for customizing the computer to
051715 - optimize productivity.  Ryan's report today that BIOS for the HP HDX
051716 - 18t has minimal settings to make configuring c16 fast and easy
051717 - conflicts with representations by HP sales representatives on 090623
051718 - and the next day on 090624 0858. ref SDS 12 R85L
051720 -  ..
051721 - Minimal BIOS settings for c16, further conflicts with c14 which has
051722 - extensive settings in the BIOS for solving configuration problems,
051723 - reported on 041118 2124. ref SDS 1 QU4N
051724 -
051725 -            [On 090715 2146 BIOS for the HP HDX 18t has extremely
051726 -            limited control features for configuring c16. ref SDS 24
051727 -            ZS9G
051729 -  ..
051730 - Fry's has been unable to get support for HP Technical Support, similar
051731 - to the problem trying to configure the Toshiba Qomiso on 090618.
051732 - ref SDS 6 X98O  This aligns with experience contacting HP Technical
051733 - Support yesterday on 090708. ref SDS 19 KO4K
051735 -  ..
051736 - Not clear if the BIOS would have been different if HP's initial idea
051737 - to install Vista 32-bit rather than Vista 64-bit in order to
051738 - facilitate installing Windows XP Pro to replace the Vista OS.
051739 - ref SDS 11 EM4M
051740 -
051741 -            [...below, Brock in HP Sales Department does not know if
051742 -            the BIOS problem would be solved, if Vista 32-bit was
051743 -            installed instead of Vista 64-bit. ref SDS 0 VG76
051744 -
051746 -  ..
051747 - Work Plan Continue Configuration Efforts
051748 -
051749 - Ryan has several ideas...
051750 -
051751 -    1.  Install Windows 7, and dual boot Windows XP, rather than the
051752 -        other way.
051754 -         ..
051755 -        Ryan said Fry's has experience showing that Windows 7 cannot be
051756 -        installed clean on the drive selected by the user, which would
051757 -        result in conflicting with customer requirements listed on
051758 -        090702 1828. ref SDS 16 IP8J
051760 -  ..
051761 - Actually, subsequent research seems to show most installations of
051762 - Windows 7 dual boot with with either XP or Vista, and in all cases,
051763 - there is an installation option to designate drive for installing
051764 - Windows 7 as a dual boot OS by selecting "Custom" and "Advanced."
051766 -  ..
051767 - Fry's work plan continues...
051768 -
051769 -        This might be solved by...
051771 -         ..
051772 -    2.  Vista install as primary OS on j: drive.
051773 -
051774 -        Ryan says Fry's feels they can do this.
051776 -         ..
051777 -        Upgrade Vista to Windows 7 on j: drive.
051779 -         ..
051780 -        Ryan says Windows 7 wants to install on multiple partitions,
051781 -        typically, c: and d:  They feel Windows 7 might install an
051782 -        upgrade to Vista on j: using j and k.
051784 -         ..
051785 -    3.  Install XP as dual boot on i: drive.
051787 -         ..
051788 -    4.  C15 existing Fujitsu notebook purchased in 2005 is already
051789 -        configured with XP and SP 3, and so can be used to clone XP
051790 -        onto c16, the new HP HDX 18t notebook.
051791 -
051792 -
051793 -
051795 -  ..
0518 -
0519 -
0520 - 2210
0521 -
052101 - Called HP Sales.
052102 -
052103 - Talked to Brock again, just lucky getting him, because he works the
052104 - night shift, and so there are likley fewer reps.
052106 -  ..
052107 - Brock remembered the call on 090623 when c16 was purchased.
052108 - ref SDS 11 OE4J
052110 -  ..
052111 - Explained problems at Fry's installing XP to replace Vista on the HP
052112 - HDX 19t, per above. ref SDS 0 WJ5G
052114 -  ..
052115 - Brock remembered advising that Windows 32-bit operating system can
052116 - replace Vista 64-bit for the primary operating system to upgrade the
052117 - HP HDX 18t received from the factory, and to install Windows 7 with a
052118 - dual boot system. ref SDS 11 F43N
052120 -  ..
052121 - Reviewed the record showing....
052122 -
052123 -        HP Technical Support supervisor, Mat,
052124 -        advised that Windows XP 32-bit operating
052125 -        system cannot be installed on HP HDX
052126 -        18t; and HP Technical Support maintains
052127 -        that the Sales Department made mistake
052128 -        telling customers the HDX 18t can
052129 -        be upgraded to accomplish customer
052130 -        requirements for making the
052131 -        HP HDX 18t productive................. 090705, ref SDS 17 RG56
052133 -         ..
052134 -        Called HP Sales Department to report Mat's
052135 -        complaint, and the call was transferred
052136 -        to Escalation Department for Case Manager
052137 -        to resolve conflict with Technical
052138 -        Support Department.................... 090706, ref SDS 18 V73M
052140 -         ..
052141 -        Called HP about progress in Escalation
052142 -        Department assigning Case Manager to solve
052143 -        problems configuring HDX 18t with Windows
052144 -        XP 32-bit as represented by Sales Department;
052145 -        was transferred to Resolution
052146 -        Department............................ 090708, ref SDS 19 V73M
052148 -         ..
052149 -        HP Resolution Department transferred call
052150 -        Case Manager, Orlando; repeated prior Technical
052151 -        Support guidance that HDX 18t 64-bit computer
052152 -        will only work with Vista 64-bit operating
052153 -        system, and so HP cannot assist customers
052154 -        customize the computer to meet requirements
052155 -        running Windows XP 32-bit operating
052156 -        system................................ 090708, ref SDS 19 PQ9R
052157 -
052159 -         ..
052160 -        Case Manager, Orlando, assigned case number
052161 -        for resolution in the Technical Support
052162 -        Department, and then advised that Windows XP
052163 -        32-bit operating system will not run on
052164 -        the HP HDX 18t 64-bit notebook, and so HP
052165 -        Technical Support cannot assist customers
052166 -        replace Vista with Windows XP 32-
052167 -        bit operating system to make
052168 -        the HP HDX 18t
052169 -        productive............................ 090708, ref SDS 19 PQ9R
052170 -
052172 -  ..
052173 - Brock will discuss with his supervisor.
052175 -  ..
052176 - Can we get a different BIOS to avoid the blue screen error, reported
052177 - on 090705? ref SDS 17 PPXU
052179 -  ..
052180 - For example, on 090623 Brock originally suggested installing Vista
052181 - 32-bit rather than Vista 64-bit in order to facilitate installing
052182 - Windows XP Pro to replace the Vista OS.  However, Brock changed his
052183 - mind, and the order was placed for Vista 64-bit. ref SDS 11 EM4M  Might
052184 - HP's configuration for the HP HDX 18t notebook computer use a
052185 - different BIOS to support Vista 32-bit which would not cause the
052186 - problems being encountered installing XP on the Vista 16-bit OS?
052188 -  ..
052189 - Brock is not sure today what effect installing Vista 32-bit would have
052190 - on solving the current problem to configure the HDX 18t notebook
052191 - computer with Windows XP 32-bit OS in order to run line-of-business
052192 - tools.
052194 -  ..
052195 - Brock suggests this evening that instead of trying to install Windows
052196 - XP 32-bit to dual boot with Vista on the HDX 18t, customers can return
052197 - the HDX 18t and buy instead the HP EliteBook 8730w computer to solve
052198 - the problem, because it comes pre-configired with XP, and costs only
052199 - $2,000 more, about $4,200.  Brock helped locate on the Internet the HP
052200 - specifications showing Windows XP is supported...
052201 -
052202 -        HP EliteBook 8730w Mobile Workstation
052203 -        Price: $4,199.99*
052204 -
052205 -              http://www.shopping.hp.com/webapp/shopping/search/search_request.do;HHOJSID=yxvPKWTL44hgQNxnFppFgF23yC1Y19GB8TbW8xvd4bh2YMv13T6F!862177859?InkToner_Search_Query=&Printer_Search_Query=&Cartridge_Search_Query=&printerOrCartridgeSearch=&Search_Query=8730w&submitSearchTop=%C2%BB
052207 -         ..
052208 -        Intel Core2 Quad Mobile Processor (2.53GHz)
052209 -        Genuine Windows Vista Business with downgrade to XP
052210 -        Professional custom installed
052211 -        17" (diagonal) WUXGA high-def RGB LED DreamColor widescreen
052212 -        ISV certified for
052213 -        250GB 7200 rpm hard drive with built-in protection
052214 -        Nvidia Quadro FX 3700M graphics (1GB dedicated)
052216 -  ..
052217 - Device drivers should be very similar to HDX 18t, and are available
052218 - for download at...
052219 -
052220 -              http://h20000.www2.hp.com/bizsupport/TechSupport/SoftwareIndex.jsp?lang=en&cc=us&prodNameId=3784204&prodTypeId=321957&prodSeriesId=3784202&swLang=13&taskId=135&swEnvOID=1093#220
052221 -
052222 -        [On 090712 1517 difficulty finding device drivers for
052223 -        running Windows XP 32-bit on HDX 18t because HP does
052224 -        not provide drivers. ref SDS 22 GS3K
052226 -         ..
052227 -        [On 090713 1427 downloaded drivers for Elitebook 8730w for
052228 -        running XP on the HP HDX 18t. ref SDS 23 R18A
052229 -
052231 -  ..
052232 - This machine costs twice as much and seems less capable than the HDX
052233 - 18t purchased on 090623, ref SDS 11 BK4I; the screen is smaller, the
052234 - drive is half the capacity.  The Elitebook video card has more memory
052235 - (1GB) than the HDX 18t NVIDIA GeForce 9600M GT 512MB, ref SDS 11 0U9W,
052236 - but that is irrelevant for Knowledge Management.  The only thing that
052237 - justifies doubling the price is Vista Business that enables installing
052238 - Windows XP 32-bit to replace Vista Business 64-bit operating system in
052239 - order for customers to use mission critical line-of-business tools.
052241 -  ..
052242 - Additionally, even if HP delivers the computer with Windows XP 32-bit
052243 - operating system pre-installed, it won't be on the correct drive, and
052244 - so will have to be reinstalled by the customer.  What this product
052245 - actually provides is the drivers to run XP on the HDX 18t.
052247 -  ..
052248 - Research today shows Microsoft supports legacy software by dual boot
052249 - to Windows XP from...
052250 -
052251 -        Windows Vista Business
052252 -
052253 -              http://www.engadget.com/2007/09/21/microsoft-giving-vista-business-ultimate-users-downgrade-to/
052255 -         ..
052256 -        It's no shock that Windows Vista isn't, shall we say,
052257 -        universally loved, and it's also unsurprising that a plethora
052258 -        of businesses have voiced their preference to keep on running
052259 -        their operations on Windows XP. Presumably in response,
052260 -        Microsoft is "quietly allowing PC makers to offer a downgrade
052261 -        option to buyers that get machines with the new operating
052262 -        system but want to switch to Windows XP," but the program only
052263 -        applies to Vista Business and Ultimate editions. The likes of
052264 -        Fujitsu, HP, Lenovo and Dell all have processes in place to
052265 -        ensure that customers have the ability to downgrade if they so
052266 -        choose, and while some firms are still selling their PCs with
052267 -        XP pre-installed, debates are already swirling around how long
052268 -        that tactic can remain in place.
052270 -  ..
052271 - Selling a special version of Vista 64-bit operating system that is
052272 - designed to be replaced by Windows XP 32-bit operating system in order
052273 - to improve productivity of Vista reflects the report at Fry's on
052274 - 090616 1800. ref SDS 4 4V4P
052276 -  ..
052277 - Fry's experience aligns with work showing a computer expert with 30
052278 - years of background using Intel and Microsoft computer technology
052279 - could not copy a file using the Vista 64-bit operating system,
052280 - reported on 080531 0730. ref SDS 3 HR42
052281 -
052282 -
052283 -
052317 -
052318 -
052319 -
052320 -
052321 -
052322 -
0524 -