Welch Company
San Francisco, CA


S U M M A R Y


DIARY: July 14, 2009 03:04 PM Tuesday; Rod Welch

Called HP for device drivers XP 32-bit on HDX 18t notebook computer.

1...Summary/Objective


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CONTACTS 

SUBJECTS
Personal Computer PC Notebook Intel 64-bit Microprocessor Microsoft

0503 -
0503 -    ..
0504 - Summary/Objective
0505 -
050501 - Follow up ref SDS 31 0000. ref SDS 30 0000.
050502 -
050503 -
050504 -
050505 -
050506 -
050508 -  ..
0506 -
0507 -
0508 - Background
0509 -
050901 - On 090708 HP disclosed they have a video showing how to replace Vista
050902 - by installing Windows XP on the HDX 18t 64-bit computer. ref SDS 18
050903 - 7S8M  The video does not explain how to avoid the blue screen error
050904 - that has been stopping installation of XP on the HDX 18t 64-bit
050905 - computer. ref SDS 18 OE4M
050907 -  ..
050908 - On 090708 HP provides website for device drivers to run XP 32-bit on
050909 - HDX 18t, however, this location has only 2 of about 20 - 30 device
050910 - drivers needed. ref SDS 18 VO90
050912 -  ..
050913 - On 090709 2020 Ryan explained Fry's has continuing problems installing
050914 - XP to replace Vista, ref SDS 20 TF9O, contrary to representations by
050915 - HP sales reps on 090623, and on 090624 0858. ref SDS, ref SDS 21 Y16L,
050916 - 12 R85L
050918 -  ..
050919 - On 090709 1500 at 2020 HP disclosed they sell Elitebook 8730w which
050920 - similar to HDX 18t, and is delivered to the customer with Windows XP
050921 - installed, therefore device drivers should be mostly the same.
050922 - ref SDS 20 LO8H
050924 -  ..
050925 - On 090710 1123 called Microsoft, ref SDS 22 R18A, and arranged for
050926 - technical support this afternoon at Fry's to configure c16 installing
050927 - Microsoft Windows XP Pro SP2 as primary operatig system (OS) for c16.
050928 - ref SDS 22 3S4P
050930 -  ..
050931 - On 090710 1720 visited Fry's and called Microsoft Technical Support,
050932 - ref SDS 23 R44M, and Amol explained to Ryan procedures using an
050933 - external floppy disk drive to call Intel drivers for the SATA hard
050934 - drive, ref SDS 23 R54P, and this turned out to be effective for
050935 - installing Windows XP SP2 32-bit operating system to replace Microsoft
050936 - Vista 64-bit OS. ref SDS 23 SH4K
050938 -  ..
050939 - On 090710 2218 received letter from Microsoft reporting charges of $79
050940 - for assistance configuring c16. ref SDS 24 JW66
050942 -  ..
050943 - On 090711 1500 tried istalling W7, and found it can be specified to
050944 - install on any drive, but after installion, and when the computer
050945 - powers up, W7 is shown as being only on the c drive,and any data on c
050946 - was moved to d:, d moved to e, etc., and in this case of W7 code
050947 - installed on j, the j drive is completely invisible. ref SDS 26 WM77
050948 - Ryan thought Vista would install correctly, but he called later and
050949 - reported the same problem. ref SDS 26 PN8V
050951 -  ..
050952 - On 090712 0800 called Microsoft Technical Support says Vista and W7
050953 - designed to install only on c drive, ref SDS 27 IG6O, unless customers
050954 - pay Microsoft more money, about $500 for help today, and $260 if the
050955 - work is done during regular business hours, beginning tomorrow.
050956 - ref SDS 27 PQ9V
050958 -  ..
050959 - On 090712 1517 Ryan reported success configuring Windows XP and
050960 - Windows 7 according to requirements, ref SDS 28 VT9J, having problems
050961 - finding drivers for XP that will run the HDX 18t. ref SDS 28 GS3K
050962 - Developed work plan to complete configuration. ref SDS 28 GS3Y
050964 -  ..
050965 - On 090712 1517 difficulty finding device drivers for running Windows
050966 - XP 32-bit on HDX 18t because HP does not provide drivers. ref SDS 28
050967 - GS3K
050969 -  ..
050970 - On 090713 0043 submitted letter commending Microsoft and HP Technical
050971 - Support for assistance configuring HP HDX 18t with Windows XP 32-bit
050972 - operating system (OS) to replace Vista 64-bit and for the purpose of
050973 - running line-of-business software, including the Schedule Diary System
050974 - (SDS). ref SDS 29 R18A
050976 -  ..
050977 - On 090713 0043 submitted letter commending Microsoft and HP Technical
050978 - Support, ref SDS 29 MR6M, for assistance configuring HP HDX 18t with
050979 - Windows XP 32-bit operating system (OS) to replace Vista 64-bit, and
050980 - requested device drivers from HP. ref SDS 29 RS6U
050982 -  ..
050983 - On 090713 1409 called HP Technical Support for assistance getting
050984 - drivers for Windows XP on the HP HDX 18t, ref SDS 31 R18A; was told to
050985 - call back. ref SDS 31 029C
050987 -  ..
050988 - On 090713 1532 found drivers for XP on the Elitebook 8730w, and
050989 - downloaded to try for the HDX 18t. ref SDS 32 R18A
050990 -
050992 -  ..
0510 -
0511 -
0512 - Progress
0513 -
051301 - Called HP Technical Support to verify that drivers for the Elitebook
051302 - 8730w will work for the HDX 18t, and at number in the record on
051303 - 090708. ref SDS 18 O664
051305 -                     ..
051306 -                    866 408 5408
051308 -  ..
051309 - Connected and on hold.
051310 -
051312 -  ..
0514 -
0515 -
0516 - 1507
0517 -
051701 - Talked to Lena.
051703 -  ..
051704 - Lena requested verification of serial and product number of HDX 18t,
051705 - as shown on 090623. ref SDS 11 YP9H
051707 -  ..
051708 - Lena requested name, address and email.
051710 -  ..
051711 - This was significantly different from the call yesterday on 090713,
051712 - when the receptionist transferred the call. ref SDS 31 R18A
051714 -  ..
051715 - Lena asked for the purpose of the call.
051717 -  ..
051718 - Explained need support for HDX 18t, and gave case number...
051719 -
051720 -                    Case Number:  8027001346
051722 -  ..
051723 - Asked Lena to transfer the call to an HP engineer.
051725 -  ..
051726 - Lena checked HP's files and noted case number 8027001346 is to install
051727 - Windows XP on the HP HDX 18t.
051729 -  ..
051730 - Lena said she cannot transfer the call to an HP Technical Support
051731 - engineer for the HDX 18t computer, because HP engineers have been told
051732 - not to help customers who buy the HP HDX 18t in order to run mission
051733 - critical line-of-business software that requires the Windows XP
051734 - operating system.
051736 -  ..
051737 - Lena said she is not an engineer, but would provide assistance.  She
051738 - asked to hold on while she investigates.
051739 -
051741 -  ..
0518 -
0519 -
0520 - 1522
0521 -
052101 - On hold...
052102 -
052104 -  ..
0522 -
0523 -
0524 - 1538
0525 -
052501 - Lena back on line.
052502 -
052503 - Lena said she was told to refer customers to the HP website for XP
052504 - drivers to run on HDX 18t, which is shown on 090709. ref SDS 18 VO90
052506 -               ..
052507 -              http://welcome.hp.com/country/us/en/support.html?jumpid=hpr_R1002_USEN
052509 -  ..
052510 - During the call, Lena checked the location and noted only 2 drivers
052511 - are listed.  She said the list is incomplete, noting the HP HDX 18t
052512 - actually needs 20 - 30 software drivers to run Windows XP 32-bit
052513 - operating system.
052515 -  ..
052516 - Lena advised that customers need a list of components from computer
052517 - specifications, and can then search the Internet to find software
052518 - drivers for Windows XP to address each component.  This can take
052519 - several hours to several days.
052521 -  ..
052522 - Lena said that HP encourages customers to use computers as received
052523 - from the factory.  This makes customer support fast and easy.  She
052524 - explained that upgrading the HP HDX 18t to run mission critical
052525 - line-of-business software on the Windows XP 32-bit operating system
052526 - takes a lot of time finding and installing software drivers, and this
052527 - can be very frustrating, because it is hard to get product
052528 - specifications required to determine the specific drivers required to
052529 - be installed.
052531 -  ..
052532 - Asked Lena to check for the letter sent to HP yesterday on 090713
052533 - 0043, and which requested drivers for Wndows XP on the HP Elitebook
052534 - 8730w computers, ref SDS 29 RS6U, since research on 090709 1500
052535 - indicates this is the same specification as the HDX 18t, except the
052536 - EliteBook 8730w is configured with Windows XP installed at the factor.
052537 - ref SDS 20 LO8H
052539 -  ..
052540 - Lena said only the technical support engineers have access to that
052541 - kind of information.
052543 -  ..
052544 - Asked to speak with a Technical Support engineer to get the specs for
052545 - the HDX 18t.
052547 -  ..
052548 - Lena advised again that Technical Support engineers cannot help
052549 - customers customize their computers by replacing the Vista 64-bit
052550 - operating system that comes installed on the computer, with Windows XP
052551 - that is older technology, because the computer is designed for using
052552 - only Vista 64-bit.
052554 -  ..
052555 - We reviewed the record on 090709 reporting that Malcolm, a supervisor
052556 - in the HDX 18t Technical Support Department, provided a video showing
052557 - HP engineers, Randy and Kevin, explaining to customers how to install
052558 - Windows XP 32-bit operating system to replace the Vista 64-bit OS that
052559 - came pre-installed from the factory, and for the purpose of running
052560 - legacy line-of-business software. ref SDS 18 OE9K
052562 -  ..
052563 - Lena said she did not believe this.  She was told that HP was not
052564 - supporting the downgrade from Vista 64-bit OS to Windows XP 32-bit on
052565 - the HDX 18t.
052567 -  ..
052568 - We discussed again the HP EliteBook 8730w which is configured like the
052569 - HP HDX 18t, except it has Windows XP installed, while the HDX 18t has
052570 - Vista 64-bit operating system.
052572 -  ..
052573 - Lena asked for assistance to find the video on the Internet that
052574 - explains how to configure the HDX 18t with Windows XP.
052576 -  ..
052577 - Explained how to get the video using instructions from Malcolm on
052578 - 090709. ref SDS 18 7S8M
052580 -  ..
052581 - Lena spent about 15 minutes off-line looking at the video.
052582 -
052584 -  ..
0526 -
0527 -
0528 - 1606
0529 -
052901 - On hold...
052902 -
052904 -  ..
0530 -
0531 -
0532 - 1621
0533 -
053301 - Lena back online.
053303 -  ..
053304 - Asked again to speak with a Technical Support engineer.
053306 -  ..
053307 - Lena said she was told not to transfer customer calls, on installing
053308 - Windows XP, to the engineers.
053310 -  ..
053311 - Asked to talk with Malcolm, the supervisor who provided assistance on
053312 - getting the HP video showing installation of Windows XP on the HDX
053313 - 18t.
053315 -  ..
053316 - Lena said Malcolm went home about 20 minutes ago, and that she should
053317 - have gone home, but was staying late to help on this call.  Lena said
053318 - it is hard for her to solve the problem, because she is not an
053319 - engineer.
053321 -  ..
053322 - Thanked Lena for putting in extra time to provide assistance, but so
053323 - far the effort has gone in circles.
053325 -  ..
053326 - Lena said she will make one more effort to find a product
053327 - specification listing the components for the HDX 18t which can guide
053328 - the search for software drivers to install Windows XP 32-bit operating
053329 - system.
053331 -  ..
053332 - Lena went off-line again to find a specification for the HDX 18t which
053333 - the customer can use to search for Windows XP drivers, needed to
053334 - implement instructions in the HP video.
053335 -
053337 -  ..
0534 -
0535 -
0536 - 1628
0537 -
053701 - On hold.
053703 -  ..
053704 - While holding, tried a search with Google...
053705 -
053706 -                  "drivers Windows XP Intel Chipset Installation
053707 -                  Utility for ICH9 for Microsoft Windows Vista"
053709 -  ..
053710 - This found the following sources...
053711 -
053712 -              http://h10025.www1.hp.com/ewfrf/wc/softwareCategory?product=3884584&lc=en&cc=us&dlc=en&lang=en&cc=us&submit=Go%20
053713 -
053714 -              http://driver-pro.com/related/english/hardware-drivers/?a=12812&gclid=CJqxs_yw1psCFRFWagodRnTZ_w&hit=1&l=42
053716 -  ..
053717 - These locations look promising for the chipset drivers, which if
053718 - correct would make 3 drivers out of 20 - 30 needed.
053719 -
053720 -
053722 -  ..
0538 -
0539 -
0540 - 1643
0541 -
054101 - Lena back online.
054102 -
054103 - She says she was told that HP technical support for the HDX 18t does
054104 - not have a list of components which customers can use to search for
054105 - drivers to run XP.
054107 -  ..
054108 - We checked the record on 090709 for the Elitebook 8730w, and asked if
054109 - drivers HP uses to run XP will also work for the HDX 18t, as asked in
054110 - the letter to HP yesterday on 090713? ref SDS 29 RS6U
054112 -  ..
054113 - Lena said that can only be answered by a supervisor.
054115 -  ..
054116 - Lena will try to find another supervisor.
054117 -
054119 -  ..
0542 -
0543 -
0544 - 1648
0545 -
054501 - On hold.
054502 -
054504 -  ..
0546 -
0547 -
0548 - 1703
0549 -
054901 - Lena came back online.
054902 -
054903 - She described having done research with HP technical support
054904 - engineers and getting information to solve this customer problem.
054906 -  ..
054907 - Lena suggested opening...
054908 -
054909 -                  http://hp.com
054911 -  ..
054912 - Lena explained how to find on this website hardware elements in the
054913 - HDX 18t.  After further review of content at the HP website, Lena
054914 - agreed, this location does not actually specify anything needed to
054915 - obtain drivers for the HDX 18t to run Windows XP.
054917 -  ..
054918 - Lena said she has invested well over an hour to assist the customer
054919 - with this call.  She has been on overtime, so she may get in trouble,
054920 - unless she donates the time, because a supervisor did not approve her
054921 - doing this work.
054923 -  ..
054924 - Lena feels none of the HP Technical Support engineers for the HDX 18t
054925 - computer can do more than tell the customer to find drivers on the
054926 - Internet.
054928 -  ..
054929 - Requested again to speak with a supervisor.
054931 -  ..
054932 - Lena off-line to find a supervisor.
054933 -
054935 -  ..
0550 -
0551 -
0552 - 1713
0553 -
055301 - On hold.
055302 -
055304 -  ..
0554 -
0555 -
0556 - 1725
0557 -
055701 - Justin came on line.
055703 -  ..
055704 - Lena has briefed Justin, so he was familiar with objectives for the
055705 - call to get drivers for running Windows XP on the HDX 18t computer.
055707 -  ..
055708 - Commended Lena's work and persistance assisting with this call per
055709 - above. ref SDS 0 4O8L
055711 -  ..
055712 - Justin was familiar with the HP video that purports to assist
055713 - customers upgrading the HP HDX 18t from Vista 64-bit to Windows XP
055714 - 32-bit operating system that can run mission critical legacy software.
055716 -  ..
055717 - Reviewed background on 090709 2020 where Brock in HP sales presented
055718 - the EliteBook 8730w notebook computer that customers can order
055719 - pre-configured with Windows XP installed. ref SDS 20 LO8H
055721 -  ..
055722 - Justin said he has not seen the letter sent to HP yesterday on 090713
055723 - 0043, and asking if drivers for the EliteBook 8730w that support
055724 - Windows XP 32-bit will work for the HDX 18t notebook computer to also
055725 - run XP 32-bit. ref SDS 29 RS6U  He explained it can take time for
055726 - comunication to work through HP security firewall protections, and for
055727 - correspondence to get reviewed by supervisors.
055729 -  ..
055730 - Justin said HP Technical Support Team for the HDX 18t can answer the
055731 - question directly.
055733 -  ..
055734 - Justin said the two computers are larely identical for purposes of
055735 - drivers.  There is strong certainly all or most of the drivers for the
055736 - EliteBook 8730w will run Windows XP 32-bit operating system on the HDX
055737 - 18t.  He feels that out of the 20 - 30 drivers needed for the HDX 18t
055738 - there might be 1 or 2 minor drivers that are not the same, and these
055739 - will likely not affect normal operations.  The several minor odd
055740 - differences can be checked in the device driver after installing all
055741 - the drivers, and then updated on the Internet, as recommended by Kevin
055742 - and Randy in the HP video, reviewed on 090708. ref SDS 18 YR7L
055744 -  ..
055745 - Justin explained that drivers for the HDX 18t have not been posted to
055746 - the Internet in the manner that drivers for the EliteBook 8730w are
055747 - posted, found by research yesterday on 090713 1520, ref SDS 32 R18A,
055748 - because computer manufacturers have to pay for drivers based on each
055749 - computer that is advertised for sale using the drivers.  By not
055750 - promoting the HDX 18t as supported by the same drivers as the
055751 - Elitebook 8730w, HP saves a lot of money.
055752 -
055753 -        [On 090715 1651 Ryan advised that device drivers for Windows XP
055754 -        32-bit operating system downloaded from the HP Elitebook 8730w
055755 -        notebook computer failed to run on the HDX 18t HP notebook
055756 -        computer. ref SDS 33 KN6F
055758 -         ..
055759 -        [On 101228 0944 Pat HP Technical Support onsite technician
055760 -        reports manufacturers failing to provide devide drivers for
055761 -        hardware products, hoping other people will do the work.
055762 -        ref SDS 34 QK5H
055764 -  ..
055765 - Sounds similar to Kaiesr causing patients and doctors severe problems
055766 - from issuing multiple reports for a CT test in order for the CT
055767 - Department to increase revenues by charging Medicare twice for a test
055768 - report that requires 2 passes of the scanning equipment, reported on
055769 - 090109. ref SDS 3 SV8O
055771 -  ..
055772 - Thanked Justin for assistance.
055774 -  ..
055775 - Justin said customers can provide feedback on results of getting
055776 - support at...
055777 -
055778 -               10.hpfeedback@hp.com
055779 -
055780 -
055781 -
055782 -
055783 -
055784 -
055785 -
055786 -
055787 -
055788 -
055789 -
0558 -