CONTACTS 
0201 - Fry's Electronics Store #24
020101 - Mr. Ryan Duldulao
020102 - Service Technician
020104 - Service Department

SUBJECTS
C17 Planning Configure HP Pavilion Elite HPE 490t Windows XP Dual Bo

3203 -
3203 -    ..
3204 - Summary/Objective
3205 -
320501 - Follow up ref SDS 33 0000. ref SDS 30 0000.
320502 -
320503 -
320504 -
320505 -
320506 -
320508 -  ..
3206 -
3207 -
3208 - Background
3209 -
320901 - Background is reported on 101019 0846. ref SDS 20 M75I
320903 -  ..
320904 - On 101021 0900 received letter from Kristin confirming order and
320905 - listing product specification details of the order, ref SDS 24 PQ9R,
320907 -  ..
320908 - On 101026 1102 letter to HP requests assist facilitting communication
320909 - with Technical Support Department on configuring c17, when it arrives
320910 - in another few days. ref SDS 25 756N
320912 -  ..
320913 - On 101104 1049 letter to HP again requests help communicating with
320914 - Technical Support on configuring c17. ref SDS 29 WV5O
320916 -  ..
320917 - On 101104 2024 work plan developed to setup and configure c17 for
320918 - efficient work. ref SDS 30 NX9O
320920 -  ..
320921 - On 101105 1141 received c17 HP Pavilion Elite HPE 490t delivered by
320922 - Fed Ex. ref SDS 32 NX9O
320924 -  ..
320925 - On 101106 1329 delivered c17 to Fry's for service support setup and
320926 - configure Windows XP 32-bit, Windows 7 32-bit, and Windows 7 64-bit
320927 - for multi-boot operations. ref SDS 33 NX9O
320929 -  ..
320930 - On 101107 1329 called Ryan who reported Fry's making good progress
320931 - configuring c17; needs assistance getting device drivers for Windows
320932 - XP, ref SDS 0 NX9O; called HP Tech Support refused to help customer
320933 - configure HP's computer. ref SDS 0 I14A; HP Tech Support scheduled
320934 - call for tomorrow to further discuss issue. ref SDS 0 1B5J  Visited
320935 - Ryan at Fry's; nearly complete setting up c17, will work on device
320936 - drivers tomorrow. ref SDS 0 I268
320937 -
320939 -  ..
320940 - On 101107 1340 Ryan has already installed Windows XP as primary OS and
320941 - having problems finding software device drivers on the HP Pavilion
320942 - Elite HPE 490t. ref SDS 0 NX9O  Called HP Technical Support for help
320943 - finding device drivers. ref SDS 0 I14A  HP case manager will tomorrow.
320944 - ref SDS 0 1B5J
320945 -
320946 -
320948 -  ..
3210 -
3211 -
3212 - Progress
3213 -
321301 - C17 Configuration Progress Problems Finding XP Drivers
321302 -
321303 - Follow up ref SDS 33 NX9O, ref SDS 30 NX9O.
321304 -
321305 - Yesterday, Fry's began configuring c17, and Ryan reported in late
321306 - afternoon already having setup Windows XP Pro SP2 32-bit, shown in the
321307 - record on 101106 1329, ref SDS 33 VN4O  Today, Ryan reported problems
321308 - again finding software drivers on the HP website for Microsoft Windows
321309 - XP 32-bit operating system running on the HP Pavilion Elite HPE 490t
321310 - computer.
321312 -  ..
321313 - Last year we had the same problem getting device drivers to setup c16,
321314 - an HP HDX 18t notebook computer, reported in case study on 090715
321315 - 2123. ref SDS 12 DQ42  Task 64 shows HP refused to provide Technical
321316 - Support. ref SDS 12 TE6H
321318 -  ..
321319 - Later, on 090714, HP superivsor in Technical Support said to use
321320 - device drivers for another HP product to setup HDX 18t, and that
321321 - drivers are not listed for the HDX 18t becauser HP has to pay more
321322 - money for each computer listed on the Internet. ref SDS 10 F230
321324 -  ..
321325 - Discussed with Ryan formatting L drive with 512 byte clusters in
321326 - order to save disk space using the L drive on c17 as a monthly backup
321327 - resource.
321329 -  ..
321330 - For example....
321331 -
321332 -                On c16 L sd 06................ 76865 Files
321333 -                                               842 MB for 669 actual MB
321334 -
321335 -                On c16 H sd 06................ 76269 Files
321336 -                                               254 MB for 674 actual MB
321338 -                 ..
321339 -                c16 D sd 08 00101............. 36509
321340 -                                               308 MB for 299 actual MB
321342 -                 ..
321343 -                c16 L sd 08 00101............. 36463
321344 -                                               374 MB for 298 actual MB
321346 -  ..
321347 - This issue was previously considered for the external 500 GB backup
321348 - disk, reported on 070314 1222. ref SDS 4 3M3F
321350 -  ..
321351 - Looks like there is not a big effect for SDS records, but there is a
321352 - very big advantage saving 30% disk space by using 512 byte clusters to
321353 - store SDS subject files and directories, since there are a lot of
321354 - directories in the subject index.
321356 -  ..
321357 - Ryan said he had already installed Windows XP 64-bit on the L drive,
321358 - and was in the process of installing Vista, as 2 intermediary steps
321359 - for installing was in the process of installing installing Windows XP
321360 - 64-bit on the L drive,
321362 -  ..
321363 - Ryan will stop that task, and format the L drive with 512 byte
321364 - clusters to save disk space using c17 L drive for backup.  He will
321365 - then start over configuring Windows 7 64 bit by repeating the steps.
321366 -
321367 -
321368 -
321369 -
321370 -
3214 -

SUBJECTS
HP Technical Support C17 Refuses Assist Customer Setup Windows XP De

4903 -
4904 - 1443
490501 -  ..
490502 - HP Technical Support Refuses to Assist Customer Optimize Computer
490503 -
490504 - Called HP Technical Support.
490505 -
490506 - Kristin's letter shows the number, reported on 101027 0752.
490507 - ref SDS 26 HP5Y
490509 -                     ..
490510 -                    800-474-6836
490512 -  ..
490513 - C17 was received on 101105 1141. ref SDS 32 XH4I
490515 -  ..
490516 - Product................................... HP Pavilion Elite HPE 490t
490517 - Serial number............................. 2MD0440CCZ
490518 - Product number............................ XM559AV#ABA
490520 -  ..
490521 - Talked to Simon.
490523 -  ..
490524 - Requested device drivers for Widows XP 32-bit on the HP Pavilion Elite
490525 - HPE 490t computer, which Ryan needs at Fry's to complete configuring
490526 - c17, noted in the call today, above, ref SDS 0 NX9O, and as planned in
490527 - the call buying the computer from HP on 101018 0817. ref SDS 19 4Q9Q
490529 -  ..
490530 - Simone said that Windows XP 32-bit operating system is incompatible
490531 - and so won't install on the HP Pavilion Elite HPE 490t computer,
490532 - because it is manufactured for 64-bit technology.  He was adament that
490533 - Windows XP 32-bit will not run on 64-bit computers like the HP
490534 - Pavilion Elite HPE 490t.
490536 -  ..
490537 - Explained Windows XP is already setup on the computer.  We just need
490538 - device drivers HP uses for computers configured with Windows XP,
490539 - reported by the Sales Department on 101018 0817. ref SDS 19 OV8X
490541 -  ..
490542 - Simone repeated that HP does not sell the Pavilion Elite HPE 490t with
490543 - Windows XP installed, because it will not run on the computer.
490545 -  ..
490546 - Explained the letter from HP saying customers can buy this computer
490547 - with Windows XP, reported on 101018 0817. ref SDS 19 OV8X
490549 -  ..
490550 - Simone said the Sales Department made a mistake, because his boss told
490551 - him to tell customers that using XP on the Pavilion Elite HPE 490t
490552 - computer voids HP's warranty, and so HP Technical Support is not
490553 - required to assist the customer.
490555 -  ..
490556 - We reviewed terms of the warranty listed on 101021 0953. ref SDS 24
490557 - UX8J  Nothing is said about Windows XP, nor configuring the system
490558 - for productivity.
490559 -
490560 -            [On 101228 0944 Pat, HP technical support engineer, advised
490561 -            that all major computer accounts use Windows XP.
490562 -            ref SDS 34 6H6W
490564 -  ..
490565 - Simone finally said that he checked HP drivers and cannot find
490566 - anything for Windows XP used with the Pavilion Elite HPE 490t
490567 - computer.
490569 -  ..
490570 - Simone advised that HP has another department that will help
490571 - customers configure their HP computer with Windows XP, and it costs
490572 - more money.
490574 -  ..
490575 - Asked for a letter confirming HP Technical Support today.
490577 -  ..
490578 - Simone he can only talk to customers.  His boss does not allow sending
490579 - correspondence to conform HP guidance.
490581 -  ..
490582 - Asked to speak with a supervisor.
490583 -
490585 -  ..
4906 -
4907 -
4908 - 1518
4909 -
490901 - Talked to Victor.
490902 -
490903 - Case #....................................... 8044394603
490905 -  ..
490906 - Asked Victor for help getting device drivers needed by Fry's to
490907 - configure Windows XP on the new computer, per discussion with Simone
490908 - above. ref SDS 0 056N
490910 -  ..
490911 - Victor said HP does not support Fry's, because Fry's does not sell HP
490912 - computers.
490914 -  ..
490915 - Explained having been at Fry's and seen a lot of HP Pavilion computers
490916 - on their sales counters, and on the service counters.
490918 -  ..
490919 - Victor feels Fry's is getting HP computers to sell from a secondary
490920 - source, and as a result, HP Technical Support does support Fry's
490921 - configuring HP products.
490923 -  ..
490924 - Victor said that since the customer has configured the computer with
490925 - another operating system, HP has voided the warranty, and so will not
490926 - assist configuring the computer.  He offered to transfer the call to
490927 - another department that will assist the customer for more money, as
490928 - Simone said, per above. ref SDS 0 4A6J
490930 -  ..
490931 - Asked Victor to submit a letter confirming that Technical Support
490932 - will not help the customer setup the computer.
490934 -  ..
490935 - Victor said he cannot send a letter.  He suggested the customer call
490936 - HP management and explain the problem.
490938 -  ..
490939 - He said to call corporate office....
490940 -
490941 -                     650 857 1501
490943 -  ..
490944 - Victor said he will make a report to his boss, who does not work on
490945 - weekends.  He said his boss will call tomorrow on this request for
490946 - Windows XP 32-bit drivers to configure the HP Pavilion Elite HPE 490t
490947 - computer.  He asked what time to schedule the call?
490949 -  ..
490950 - Advised that anytime tomorrow will be good, and gave the cell phone
490951 - number to call inaddition to the land line.
490953 -  ..
490954 - Victor said HP management will call tomorrow.
490956 -  ..
490957 - Thanked Victor for assistance.
490958 -
490959 -            [...below notify Fry's that HP is calling tomorrow with
490960 -            update on getting device drivers for NVIDIA adapter.
490961 -            ref SDS 0 FG9N
490962 -
490963 -
490964 -
490965 -
4910 -

SUBJECTS
C17 Planning Configure HP Pavilion Elite HPE 490t Windows XP Dual Bo

7803 -
7804 - 1821
780501 -  ..
780502 - Drove to Fry's.
780504 -  ..
780505 - Ryan has completed installing Windows XP.  He used it to partition
780506 - the disk.
780508 -  ..
780509 - Windows 7 64-bit was installing on L drive, so he had completed
780510 - formatting L with 512 byte clusters, installed Windows XP 64-bit on L,
780511 - and then upgraded to Vista, and now upgrading to Windows 7.
780513 -  ..
780514 - Ryan clarified discussion yesterday.  Turned out he did not need an
780515 - external CD ROM drive to run Windows XP setup, as was required on c16.
780516 - He said device drivers for the Sata disks are part of the CPU BIOS,
780517 - and so configured automatically, reported beginning on 101106 1329.
780518 - ref SDS 33 VN4O
780520 -  ..
780521 - This made installation much simpler; XP setup took an hour rather than
780522 - 2 weeks.
780524 -  ..
780525 - Ryan tried the product key for c14, but it failed, so he tried c15,
780526 - and it worked configuring XP on c17.  This is the opposite of what was
780527 - successful on c16, last year.  Very strange.
780529 -  ..
780530 - Since the new XP should be received tomorrow or Tuesday, we can
780531 - update the product the key.
780533 -  ..
780534 - Ryan will finish installing Windows 7 64-bit on L drive.
780536 -  ..
780537 - Tonight after work, Ryan will look on the Internet for Windows XP
780538 - 32-bit device drivers required to run HP Pavilion Elite HPE 490t
780539 - computer.  He has everything except for the NVIDIA GeForce GT 420
780540 - video graphics adapter.
780542 -  ..
780543 - Advised that HP is calling tomorrow with feedback on finding XP device
780544 - drivers for the NVIDIA adapter, per telecon earlier today, above.
780545 - ref SDS 0 1B5J
780547 -  ..
780548 - Tomorrow need to get explanation of...
780549 -
780550 -        Bluetooth
780551 -
780552 -          Wireless technology
780554 -         ..
780555 -        Blu Ray
780557 -           ..
780558 -          New advanced form of CD ROM technology that enables optical
780559 -          disk format with 5-times storage capacity.
780561 -         ..
780562 -        Demonstrate wireless mouse.
780564 -         ..
780565 -        How to set color for desktop?
780567 -         ..
780568 -        XP product key..................
780570 -         ..
780571 -        Explanation steps for configuring the system...
780572 -
780573 -            1.  Windows XP on i: drive
780574 -
780575 -                a. Device drivers what directory
780576 -
780577 -            2.  Windows 7 32-bit on j: drive
780579 -                     ..
780580 -                a.  Windows XP 32-but
780581 -                b.  Windows 7 32-bit upgrade
780583 -                 ..
780584 -            3.  Windows 7 64-bit on L: drive
780585 -
780586 -                a.  Windows 64-bit
780587 -                b.  Vista Upgrade Windows 64-bit
780588 -                c.  Windows 7 64-bit upgrade Vista
780589 -
780590 -
780591 -
780592 -
780593 -
780594 -
780595 -
7806 -