CONTACTS 

SUBJECTS
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0403 -
0403 -    ..
0404 - Summary/Objective
0405 -
040501 - Follow up ref SDS 14 0000. ref SDS 13 0000.
040502 -
040503 -
040504 -
040505 -
040507 -  ..
0406 -
0407 -
0408 - Progress
0409 -
040901 - On 090924 Millie purchased a 32" Vizio HD television, to replace a
040902 - Sony Bravia 32" HD television purchsed the day before, and which
040903 - seemed to have been mistake caused by the Costco sales rep on 090923.
040904 - ref SDS 13 FZ99
040906 -  ..
040907 - On 091001, Joe came by to connect cable service provided by Comcast.
040908 - Joe set up cable for the downstairs television.  However, after Joe
040909 - left there were still several problems, reported on 091002 1314.
040910 - ref SDS 14 157I  We called Comcast and talked to Bill.  Bill scheduled
040911 - another visit by a cable setup technician for later in the afternoon,
040912 - reported on 091002 1314, ref SDS 14 157I
040914 -  ..
040915 - Joe returned in the late afternoon about 1830 on 091001, also,
040916 - reported the next day on 091002 1314. ref SDS 14 1548
040918 -  ..
040919 - Joe fixed the menu problem by switching to a more robust BNC cable
040920 - connecting the Comcast control unit to the Vizio television, similar
040921 - to the cable used for the Nokia monitor on c11, reported on 970501
040922 - 0902. ref SDS 1 0H5J
040924 -  ..
040925 - Joe had trouble switching the VCR from upstairs to downstairs.  He got
040926 - the VCR from downstairs installed upstairs, but could not get the VCR
040927 - working downstairs connected to the new Vizio television.  Joe called
040928 - his boss.  The boss said that Millie needs another different kind of
040929 - cable controller.  Scheduled another service call for tomorrow after
040930 - 1300 for an technician to make the connections, reported on 091002
040931 - 1314. ref SDS 14 ZV58
040933 -  ..
040934 - Jose visited on 091002.  He said Joe made a mistake that Millie does
040935 - not need a new upgraded cable controller.  Jose He was able to run the
040936 - VCR/DVD player with the new Vizio television. 091002 1314, ref SDS 14
040937 - SL6L
040939 -  ..
040940 - The past few days the Vizio television configuration with Comcast
040941 - conroller has resulted in the occassional and temporary loss of
040942 - service or outages, lasting about 10 seconds.
040944 -  ..
040945 - Millie ordered Comcast service today.
040947 -  ..
040948 - Amam visited from Comcast about 0930.
040950 -  ..
040951 - He removed a cable connected by Jose on 091002 connecting the VCR to
040952 - something.  He further switched the stack placing the Comcast
040953 - controller above the VCR/DVD, because the Comcast controller has a
040954 - exhaust on top.  He feels heat was building up with the VCR/DVD
040955 - controller on top of the Comcast controller, and this heat was causing
040956 - loss of signal to the television.
040958 -  ..
040959 - Amam further advised that Comcast has new controllers that transmit
040960 - 120 Hrz signals, twice the speed of the controller installed by Joe on
040961 - 091001 for the new Vizio television.  Amam advised that Comcast setup
040962 - technicians are not provided the newer, high-performance controllers
040963 - for setting up new customers, so he could not upgrade Millie's
040964 - television while on site this morning.  Amam said that customers
040965 - disconnect the controller setup provided by Comcast technicians and
040966 - take the older model controller to a Comcast service center to
040967 - exchange for new higher performance equipment.
040969 -  ..
040970 - Amam said there is no charge.  Customers then have to reconfigure the
040971 - new controller with the television as Amam did this morning.  He
040972 - indicated that now, after all of the connections have been tried and
040973 - tested, disconnecting the old controller and reconnecting an upgrade
040974 - replacement should be fast and easy for the customer.
040976 -  ..
040977 - Amam said not to take the cable connections, and power cable nor the
040978 - remote controller to Comcast, because these can all re re-used with
040979 - the new controller.
040981 -  ..
040982 - Amam said the new 120 Hz Comcast controller will provide a much better
040983 - picture than the current 60 Hz controller.
040985 -  ..
040986 - Amam further explained that the Vizio television supports HMD video,
040987 - which is another significant upgrage in quality of picture.  He said
040988 - that the new upgraded 120 Hz Comcast controllers support HMD video but
040989 - require a special cable, which customers can purchase from most
040990 - electronics supply stores for about $70.
040991 -
040993 -  ..
0410 -
0411 -
0412 - 1046
0413 -
041301 - Millie went to Comcast in Concord.  She exhanged the controller
041302 - provided by Comcast on 091001 for a newer model.  Comcast provided new
041303 - remove control and power cables.
041305 -  ..
041306 - Getting a new remote control requires another data entry to program to
041307 - synchronize power up for the cable controller and the television,
041308 - which was previously done for the Sharp television on 091002 1314.
041309 - ref SDS 14 4H7M
041310 -
041311 -        [On 091007 1005 had to change the remote control again; and
041312 -        Louis advised that the 1st code in the list on 091002 supports
041313 -        Millie's new Vizio VA320M television. ref SDS 15 HK5I
041315 -  ..
041316 - There is significant difference in size and weight for this equipment.
041317 - The older conroller is about 18" x 12" by 3" high, and weighs about 10
041318 - pounds.  The new controller is about 10" x 8" x 2" high, and weighs
041319 - about 2 pounds.  The Comcast sales lady included the HDM cable at no
041320 - extra cost.
041322 -  ..
041323 - The power cable is different.  The original power supply uses a
041324 - traditional 110 volt cord.  The new power cable has a transformer that
041325 - reduces the voltage from 110 to a smaller amount, similar to the power
041326 - supply for notebook computer, like c16.
041327 -
041328 -
041330 -  ..
0414 -
0415 -
0416 - 1210
0417 -
041701 - At home, connected new Comcast controller.
041702 -
041703 - Encountered several problems...
041704 -
041705 -    1.  The channel does not display on the Comcast controller LCD to
041706 -        show what channel is active.
041708 -         ..
041709 -    2.  Remote controller cannot change channels.
041711 -         ..
041712 -    3.  Remote controller very sluggish performance; takes several
041713 -        passes of any selection for the selection to execute.
041715 -         ..
041716 -    4.  There is no sound.
041717 -
041719 -  ..
0418 -
0419 -
0420 - 1235
0421 -
042101 - Called Comast....
042102 -
042103 -                      800 945 2288
042105 -  ..
042106 - Talked to Karisha.
042108 -  ..
042109 - She was very helpful trouble shooting the new controller.
042111 -  ..
042112 - Karish said the new controllers do not display the channel.  Customers
042113 - have to press "Information" button on the remote control to determine
042114 - the channel being displayed.
042116 -  ..
042117 - Karish did trouble shooting.
042119 -  ..
042120 - She not could figure out how to get sound and normal performace of the
042121 - remote control.  The channels cannot be changed, and menus are not
042122 - working.
042124 -  ..
042125 - Karisha scheduled a technician to visit tomorrow between 1000 and
042126 - 1200.
042127 -
042128 -
042129 -
042130 -
042131 -
042133 -  ..
0422 -
0423 -
0424 - 1521
0425 -
042501 - Tried connecting HDMI cable from Comcast controller to c16.
042502 -
042503 - Getting error message...
042505 -                                ..
042506 -                               No Signal
042508 -  ..
042509 - Checked Internet; cannot find any research on trouble shooting this
042510 - issue.
042512 -  ..
042513 - There are no error messages in c16 device manager.
042514 -
042516 -  ..
0426 -
0427 -
0428 - 1526
0429 -
042901 - Called Costco for free Technical Support from Costco Concierge, listed
042902 - on 090924 1145. ref SDS 13 YH5O
042903 -
042904 -                    866 861 0450
042906 -  ..
042907 - Bill badge 802101.
042909 -  ..
042910 - Bill initially indicated he cannot support the call because the
042911 - computer was purchased from HP rather than from Costco, even though
042912 - the Vizio television was purchased from Costco.
042914 -  ..
042915 - Upon discussion, Bill continued to troubleshoot the problem, based on
042916 - Vizio television purchased from Costco.
042918 -  ..
042919 - Bill asks for the item number on receipt for computer, purchased on
042920 - 090623 1648, ref SDS 3 YP9H
042921 -
042922 -                   Product number NK625AV
042923 -
042925 -  ..
042926 - Bill asks for the model of the Vizio television, listed on 090924
042927 - 1145. ref SDS 13 PW9Q
042928 -
042929 -                    Model VA320M
042931 -  ..
042932 - He suggested turnning the computer and television on and off to boot
042933 - up clean.
042935 -  ..
042936 - Tried this and did not clear the problem.
042937 -
042938 -
042940 -  ..
0430 -
0431 -
0432 - 1541
0433 -
043301 - Bill said his supervisor told him he cannot support the customer on
043302 - this transaction, because Costco does not have enough information to
043303 - get assistance from Vizio.
043305 -  ..
043306 - Asked to speak with supervisor.
043308 -  ..
043309 - On hold waiting for supervisor.
043310 -
043312 -  ..
0434 -
0435 -
0436 - 1547
0437 -
043701 - Bill came back online and said his boss approved continuing support
043702 - for the customer afterall.
043704 -  ..
043705 - Bill suggesting turning the television off and booting the compuer
043706 - then turnning the television back on.
043708 -  ..
043709 - Tried this and it failed.
043711 -  ..
043712 - Bill did more research.
043714 -  ..
043715 - He suggested trying to shift video from the notebook screen to the
043716 - television with FN and a function key.
043718 -  ..
043719 - Initially tried to use FN and F10, because this key has a symbol that
043720 - looks like a computer monitor.
043722 -  ..
043723 - FN F10 did not solve the problem.
043725 -  ..
043726 - After more research, Bill suggested trying FN and F4.
043728 -  ..
043729 - Anotehr point is to hold FN pressed while striking F4.
043731 -  ..
043732 - This was successful.
043734 -  ..
043735 - We now have very large screen monitor for SDS.
043737 -  ..
043738 - ref SDS 0 025G
043739 -
043740 -
043741 -
043742 -
043743 -
043744 -
043745 -
043746 -
0438 -