Welch Company
San Francisco, CA


S U M M A R Y


DIARY: October 19, 2010 08:46 AM Tuesday; Rod Welch

HP desktop computer order delayed by Wells Fargo banking mistakes.

1...Summary/Objective
2...HP Pavilion Elite HPE-490t series - UPC: 8 85631 67023 1


..............
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CONTACTS 

SUBJECTS
C17 Purchase HP Pavilion Elite HPE 490t Desktop Computer Intel 64-bi

1903 -
1903 -    ..
1904 - Summary/Objective
1905 -
190501 - Follow up ref SDS 7 0000. ref SDS 6 0000.
190502 -
190503 - HP called and said the order placed yesterday has been delayed by the
190504 - Verification Department. ref SDS 0 SJ89  They claim that Wells Fargo
190505 - will not approve transactions for gift certificates because the
190506 - customer's billing address is different from the address for the Visa
190507 - debit card.  Checked the address for Wells Fargo Online banking and
190508 - verified it is the address for the HP customer order. ref SDS 0 MJ4L
190509 - Visited Wells Fargo Bank local branch, and the staff verified address
190510 - is correct as given to HP. ref SDS 0 KV8H  Called HP and learned that
190511 - Wells Fargo claims to have a different address for the Visa Debit card
190512 - from the customer address for bank accounts, and that the address for
190513 - the Visa card does not show an apartment number. ref SDS 0 WJ8J  HP
190514 - did a "work around" using "manual customer profile and identification
190515 - check" by answering questions verbally in a telephone call; this was
190516 - successful.  She said the gift certificate transactions would be
190517 - approved for processing and so should be received before 2200 this
190518 - evening. ref SDS 0 PQ5S  Letter to Kristin confirms progress on gift
190519 - certificate step, and sets plans to conclude the order tomorrow.
190520 - ref SDS 0 4S3E  Another letter notifies Kristin that monitor added to
190521 - the order yesterday, has been canceled in the oroder. ref SDS 0 PG6H
190522 -
190523 -            [On 101020 0857 HP canceled Gift Certificates due to delays
190524 -            by Wells Fargo, and so Gift Certificates had to be
190525 -            re-ordered. ref SDS 8 8F9G
190527 -             ..
190528 -            [On 101020 0857 HP entered customer's address incorrectly
190529 -            in the gift certificate order omitting unit #, evidently to
190530 -            align with Wells Fargo Debit card customer address error.
190531 -            ref SDS 8 X19X
190532 -
190533 -
190534 -
190536 -  ..
1906 -
1907 -
1908 - Background
1909 -
190901 - On 101016 planning to replace c14 Dell desktop computer with upgrade
190902 - for the SDS Medit Java project, ref SDS 5 XP8F, which is task 5 in the
190903 - work plan on 101010 1826. ref SDS 4 3I4K
190905 -  ..
190906 - C16 was purchased from HP on 090623 1648. ref SDS 2 WW9N
190908 -  ..
190909 - On 101017 0806 research on Internet found 6-core HP desktop computer
190910 - which is fairly high end. ref SDS 6 XW6I  Called HP and tried to place
190911 - the order for about $3K. ref SDS 6 V28O  Was told that HP 6-core
190912 - desktop will not run Windows XP 32 bit, so changed the order to
190913 - quad-core. ref SDS 6 V292  Wells Fargo refused to place the order
190914 - because debit cards have daily limit of $1,500. ref SDS 6 M15T
190916 -  ..
190917 - On 101018 0817 changed scope of order adding monitor, and external
190918 - backup storage; eliminated other components to reduce total cost below
190919 - $3K. ref SDS 7 SJ89  HP sales rep called and offered to "work around"
190920 - Wells Fargo restriction on payments with debit card, so that the
190921 - transaction can be completed. ref SDS 7 4Q8B  HP sent a letter
190922 - confirming the Windows XP 32-bit can be installed on the computer.
190923 - ref SDS 7 4R60  Letter to HP submits revised scope. ref SDS 7 PQ4T
190924 - Called HP and finalized scope of order. ref SDS 7 4S6K  Received HP's
190925 - letter showing the order has been processed. ref SDS 7 KR6S
190926 - Authorized payment of gift cards today, which will supplemented
190927 - tomorrow to finalize payment. ref SDS 7 SQ5L
190928 -
190929 -
190930 -
190931 -
190933 -  ..
1910 -
1911 -
1912 - Progress
1913 -
191301 - HP Pavilion Elite HPE-490t series - UPC: 8 85631 67023 1
191302 -
191303 - Follow up ref SDS 7 SJ89, ref SDS 6 RC4O.
191304 -
191305 - Call Kristin at HP to Make final payment for c17.
191306 -
191307 -                800 492-3341
191309 -  ..
1914 -
1915 -
1916 - 1026
1917 -
191701 - Talked to Kristin.
191702 -
191703 - She said the verification team for something needs something, and that
191704 - they sent an email this morning which has not been received.
191706 -  ..
191707 - Kristin transferred the call to the order Verification Department.
191708 -
191710 -  ..
1918 -
1919 -
1920 - 1028
1921 -
192101 - Talked to Linlee in verification department.
192103 -  ..
192104 - She said Wells Fargo did not approve the address for the account.
192106 -  ..
192107 - During the call, opened Wells Fargo online banking and examined
192108 - customer profile.  It lists the correct customer address.
192110 -  ..
192111 - Linlee said she was not the person who called the bank.  She feels
192112 - the person who called the bank and verbally said the address may have
192113 - garbled the street name, Saint Matthew PL
192114 -
192116 -  ..
1922 -
1923 -
1924 - 1028
1925 -
192501 - Linlee called back.
192502 -
192503 - She just talked to Wells Fargo bank again, and they insist the billing
192504 - address in the HP transaction is not the same as the address for the
192505 - Visa debit card.
192507 -  ..
192508 - Asked who at Wells Fargo claims an address conflict.  What business
192509 - unit and phone number is HP calling at Wells Fargo to get this result?
192511 -  ..
192512 - Linlee said HP's policy is not to tell the customer who is holding up
192513 - the work, and the customer is responsible to provide accurate
192514 - information.
192515 -
192516 -
192518 -  ..
1926 -
1927 -
1928 - 1107
1929 -
192901 - Visited Wells Fargo Bank.
192902 -
192903 - Talked to Cindy and Arnold, Assistant Branch Manager.
192905 -  ..
192906 - They checked Wells Fargo computers and confirmed there is only one
192907 - address for the customer, as shown on the Online Banking, per above,
192908 - ref SDS 0 AK45,
192909 -
192910 -
192911 -
192912 -
192914 -  ..
1930 -
1931 -
1932 - 1409
1933 -
193301 - Called HP back.
193302 -
193303 - Talked to Christa.
193305 -  ..
193306 - She is trying to get Kristin to take the call.
193308 -  ..
193309 - Kristen came on line.
193311 -  ..
193312 - Explained meeting this morning with Cindy and Arnold at Wells Fargo
193313 - bank, and they show the same address given to HP.
193315 -  ..
193316 - Kristin said that Barbara in the HP order Verification Department told
193317 - her that Wells Fargo would not approve the transaction because they do
193318 - not show an apartment number for customer's address.
193319 -
193320 -            [On 101020 0857 HP entered customer's address incorrectly
193321 -            in the gift certificate order omitting unit #, evidently to
193322 -            align with Wells Fargo Debit card customer address error.
193323 -            ref SDS 8 X19X
193325 -  ..
193326 - Barbara further advised Kristen that Wells Fargo claims to have
193327 - multiple addresses for the customer, separately from the bank account
193329 -  ..
193330 - Barbara is trying to resolve the problem.
193331 -
193333 -  ..
1934 -
1935 -
1936 - 1543
1937 -
193701 - Kristin called and asked if anyone from HP has called?
193702 -
193703 - Advised that nobody from HP has called.
193705 -  ..
193706 - Kristen said to hold while she gets Barbara on the line to resolve
193707 - the gift certificate purchase transaction problem.
193708 -
193710 -  ..
1938 -
1939 -
1940 - 1546
1941 -
194101 - Talked to Michelle.
194102 -
194103 - She asked following questions...
194105 -  ..
194106 - Michelle asked for last for digits of social security number.
194108 -  ..
194109 - She asked questions to generate identify profile...
194110 -
194111 -        Do I know Tanya Welch.............. No
194112 -        Owned property in
194114 -  ..
194115 - Actually cannot remember all the questions.
194117 -  ..
194118 - The only yes answer was adding the first 2 digits of social number is
194119 - 11.
194121 -  ..
194122 - Michelle said we passed manual verification so the gift card
194123 - transaction has been approved.  The next step is for the customer to
194124 - get email advising the gift card have been purchased.  She said HP
194125 - will send emails transmitting the gift certificates before 2200
194126 - tonight.  At that point, the Wells Fargo Visa debit card will be
194127 - charged $1,500.
194129 -  ..
194130 - The computer sale therefore cannot be completed until tomorrow,
194131 - because the bank will only approve $1,500 per day.
194133 -  ..
194134 - Michelle transferred the call to Kristen.
194135 -
194137 -  ..
1942 -
1943 -
1944 - 1551
1945 -
194501 - On hold...
194502 -
194503 -
194505 -  ..
1946 -
1947 -
1948 - 1621
1949 -
194901 - Yoshi finally came online.
194902 -
194903 - He said Kristin has left for the day, so he will complete the order.
194905 -  ..
194906 - Yoshi said the order Kristin entered in the system yesterday on 101018
194907 - 0817. ref SDS 7 KR6S, has to re-entered and processed for manufacture.
194909 -  ..
194910 - Yoshi asked for the gift certificate codes?
194912 -  ..
194913 - We reviewed the record yesterday for Kristin's work plan, reported on
194914 - 101018 0817. ref SDS 7 SQ5L
194916 -  ..
194917 - Since the gift certificate step was not completed until today, per
194918 - Michelle above, ref SDS 0 2V5W, the 2nd step of paying the balance on
194919 - the order cannot be performed until tomorrow.
194921 -  ..
194922 - During the call, checked email to see if the gift certificate approval
194923 - has been received.
194924 -
194926 -  ..
1950 -
1951 -
1952 - 1626
1953 -
195301 - Received letter from Kristin and read to Yoshi...
195302 -
195303 -    1.  Subject: HP
195304 -        Date: Tue, 19 Oct 2010 22:59:23 +0000
195311 -         ..
195312 -    2.  I am leaving for the day. I understand from the Sales Support
195313 -        Team that they should be able to get your gift certificate
195314 -        orders straightened out with your bank.  I will be back
195315 -        tomorrow at 7:30am MST.  Hopefully, we can get this taken care
195316 -        of first thing in the morning.
195318 -         ..
195319 -    3.  Thank you for your patience!
195320 -
195332 -  ..
195333 - Yoshi said he will prepare the order again, which Kristin did
195334 - yesterday, reported on 101018 0817. ref SDS 7 KR6S  He feels this
195335 - expedite Kristin's work tomorrow completing the trasaction.
195336 -
195338 -  ..
1954 -
1955 -
1956 - 1633
1957 -
195701 - Sent letter to Kristin saying...
195702 -
195703 -    1.  Subject: PC Purchase 1st Step Gift Certificates Approved
195704 -        Date: Tue, 19 Oct 2010 16:33:38 -0700
195711 -         ..
195712 -    2.  Michelle called.  She did a manual identify verification, and
195713 -        concluded the order can be processed.  Michelle said that the
195714 -        gift certificates should be issued before 2200 (10p) this
195715 -        evening. [...reported on 101019 0846, ref SDS 0 PQ5S...]
195717 -         ..
195718 -    3.  Michelle tried to transfer the call to you, but apparently you
195719 -        had left for the day.  Yoshi took the call. ref SDS 0 PR3S
195720 -
195721 -            [On 101020 0857 Kristin received letter and advised the
195722 -            gift certificate order has to placed again, and so
195723 -            concluding the order will take another day. ref SDS 8 J87N
195725 -         ..
195726 -    4.  Yoshi advised that he could conclude the transaction.  He asked
195727 -        for the gift certificate codes.
195729 -         ..
195730 -    5.  We reviewed the record indicating there is a two step process.
195731 -        The first step is receiving gift certificates via email with
195732 -        transaction codes, and then the next day, the debit card can be
195733 -        used to pay for the balance of the order.  Since the gift
195734 -        certificates for $1,500 will be processed later today, the
195735 -        order cannot be finalized until tomorrow, when another $1,500
195736 -        can be charged on the debit card to pay the cost of the order.
195738 -         ..
195739 -    6.  Yoshi concurred that the order for the computer should be
195740 -        entered tomorrow morning, after gift certificates are received.
195742 -         ..
195743 -    7.  He plans to re-constitute the order, so it is ready for you to
195744 -        finalize first thing in the morning.  I get up at 0500, so call
195745 -        anytime at your convenience.
195747 -         ..
195748 -    8.  Thanks for all your assistance.  Look forward to your call
195749 -        tomorrow.
195750 -
195751 -            [On 101020 0857 Kristin received letter, ref SDS 8 J87N,
195752 -            and advised the gift certificate order has to placed again,
195753 -            and so concluding the order will take another day.
195754 -            ref SDS 8 8F9G
195755 -
195762 -
195764 -  ..
1958 -
1959 -
1960 - 2010
1961 -
196101 - Decided to eliminate the monitor in the order for the computer.
196102 -
196103 - Originally, a monitor was not included in the HP order for a computer
196104 - to replace c14.  Planned to use the Vizio 32" VA320M television as the
196105 - monitor, reported on 101017 0906, ref SDS 6 3H8O, and citing the work
196106 - plan the day before configuring the computer room for ergonomic
196107 - efficient productivity, shown in the record on 101016 0712.
196108 - ref SDS 5 XP8F
196110 -  ..
196111 - Procedures switching between television and computer monitor mode are
196112 - simply and quick, reported on 101016 0712. ref SDS 5 XP87  Experience
196113 - the past 4 days shows that continually switching modes between
196114 - television and for computer display is tedious and disruptive.  A
196115 - better solution is to have two televisions, one for use as the monitor
196116 - and the other for the computer.  Actually, getting a dedicated
196117 - computer monitor accomplishes the same objective. but the price for
196118 - buying a 32" television is less than or equal to buying the 27"
196119 - computer monitor.  Using the 32" Vizio television for the computer
196120 - screen is very productive, reported on 101016 0712. ref SDS 5 BO6K
196122 -  ..
196123 - Therefore, want to cancel buying the monitor from HP and get just the
196124 - cpu box.  This will save about $500 including tax, shown by Kristin's
196125 - letter on 101018 0817. ref SDS 7 639V
196126 -
196127 -            [On 101020 0857 Kristin received the letter on eliminating
196128 -            the monitor from the order, and said this will be done.
196129 -            ref SDS 8 6F8M
196130 -
196132 -  ..
1962 -
1963 -
1964 - 2031
1965 -
196501 - Sent letter to Kristin at HP saying...
196502 -
196503 -    1.  Subject: PC Order Revision
196504 -        Date: Tue, 19 Oct 2010 20:40:35 -0700
196511 -         ..
196512 -    2.  ...[Originally] I did not order a monitor.  The plan was to use
196513 -        the 32" Vizio television, which I moved to the computer room.
196514 -        ...[reported on 101017 0906. ref SDS 6 M75I...]  Later, talking
196515 -        to you, decided to add the monitor in order to work and watch a
196516 -        ball game at the same time (we are big multi-taskers around
196517 -        here).  So I added the monitor thinking I would use it when
196518 -        using the Vizio for a television. [...reported on 101018 0817.
196519 -        ref SDS 7 SK3S...]  This entails switching modes on both the
196520 -        television and the cpu.  I have been doing this the past 3 or 4
196521 -        days, and feel now it is not efficient.
196523 -         ..
196524 -    3.  Therefore, I want to get a 2nd television like the Vizio that
196525 -        can also be used for a computer display.
196527 -         ..
196528 -    4.  A 30" Vizio 1080p television costs about the same price or less
196529 -        than the 27" monitor we included in the computer order.  If the
196530 -        27" monitor will work as an HD television, then we can keep it
196531 -        in the order, but if not I want to eliminate it and buy the
196532 -        television separately.
196534 -         ..
196535 -    5.  Since Yoshi said today that the order has to be re-entered, I
196536 -        hope there is flexibility to remove the monitor without causing
196537 -        a lot of trouble.
196538 -
196539 -            [On 101020 0857 Kristin received the letter on eliminating
196540 -            the monitor from the order, and said this will be done.
196541 -            ref SDS 8 6F8M
196543 -         ..
196544 -    6.  Your assistance is appreciated.
196546 -         ..
196547 -    7.  Please call me in the morning to complete the transaction.
196548 -
196555 -
196556 -
196557 -
196558 -
196559 -
196560 -
196561 -
196562 -
196563 -
1966 -