Welch Company
San Francisco, CA


S U M M A R Y


DIARY: November 9, 2010 04:22 PM Tuesday; Rod Welch

C17 called HP on case manager escalation for device drivers.

1...Summary/Objective
2...C17 Configuration Progress Problems Finding XP Drivers
3...HP Technical Support Refuses to Assist Customer Optimize Computer


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

SUBJECTS
HP Technical Support Refuses Assist Customer Setup Windows XP Device
  

2804 -
2804 -    ..
2805 - Summary/Objective
2806 -
280601 - Follow up ref SDS 35 0000. ref SDS 34 0000.
280602 -
280603 -
280604 -
280605 -
280606 -
280607 -
280609 -  ..
2807 -
2808 -
2809 - Background
2810 -
281001 - Background is reported on 101019 0846. ref SDS 21 M75I
281003 -  ..
281004 - On 101021 0900 received letter from Kristin confirming order and
281005 - listing product specification details of the order, ref SDS 25 PQ9R,
281007 -  ..
281008 - On 101026 1102 letter to HP requests assist facilitting communication
281009 - with Technical Support Department on configuring c17, when it arrives
281010 - in another few days. ref SDS 26 756N
281012 -  ..
281013 - On 101104 1049 letter to HP again requests help communicating with
281014 - Technical Support on configuring c17. ref SDS 30 WV5O
281016 -  ..
281017 - On 101104 2024 work plan developed to setup and configure c17 for
281018 - efficient work. ref SDS 31 NX9O
281020 -  ..
281021 - On 101105 1141 received c17 HP Pavilion Elite HPE 490t delivered by
281022 - Fed Ex. ref SDS 33 NX9O
281024 -  ..
281025 - On 101106 1329 delivered c17 to Fry's for service support setup and
281026 - configure Windows XP 32-bit, Windows 7 32-bit, and Windows 7 64-bit
281027 - for multi-boot operations. ref SDS 34 NX9O
281029 -  ..
281030 - On 101107 1329 called Ryan who reported Fry's making good progress
281031 - configuring c17; needs assistance getting device drivers for Windows
281032 - XP, ref SDS 35 NX9O; called HP Tech Support refused to help customer
281033 - configure HP's computer. ref SDS 35 I14A; HP Tech Support scheduled
281034 - call for tomorrow to further discuss issue. ref SDS 35 1B5J  Visited
281035 - Ryan at Fry's; nearly complete setting up c17, will work on device
281036 - drivers tomorrow. ref SDS 35 I268
281038 -  ..
281039 - On 101107 1340 Ryan has already installed Windows XP as primary OS and
281040 - having problems finding software device drivers on the HP Pavilion
281041 - Elite HPE 490t. ref SDS 35 NX9O  Called HP Technical Support for help
281042 - finding device drivers. ref SDS 35 I14A  HP case manager will tomorrow.
281043 - ref SDS 35 1B5J
281044 -
281046 -  ..
2811 -
2812 -
2813 - Progress
2814 -
281401 - C17 Configuration Progress Problems Finding XP Drivers
281402 - HP Technical Support Refuses to Assist Customer Optimize Computer
281403 -
281404 - -----------------------------------------------------------------
281405 - Follow up ref SDS 35 I14A.
281406 -
281407 - Called HP Technical Support.
281408 -
281409 -                    800-474-6836
281411 -  ..
281412 - C17 was received on 101105 1141. ref SDS 33 XH4I
281414 -  ..
281415 - Product................................... HP Pavilion Elite HPE 490t
281416 - Serial number............................. 2MD0440CCZ
281417 - Product number............................ XM559AV#ABA
281419 -  ..
281420 - Talked to Mary.
281422 -  ..
281423 - Case #....................................... 8044394603
281425 -  ..
281426 - Mary read HP's record on this case and found the matter has been
281427 - escalated to Case Management Department, reported by Victor on 101107
281428 - 1340. ref SDS 35 1B5J
281430 -  ..
281431 - Mary said the Case Management Department is still open.  She will try
281432 - to contact the Case Management Department and conference the call to
281433 - verify there is an actual connection, before ending her part of the
281434 - call, so that HP can remedy the problem of failing to call yesterday
281435 - and today, as planned by Victor.
281437 -  ..
281438 - Talked to Shanon.
281440 -  ..
281441 - He said that Chris is the Case Manager for this matter.
281443 -  ..
281444 - HP's records show that Chris called the old phone number yesterday
281445 - and was told the number is no longer in service.  Chris then sent an
281446 - email to the old address and did not get a reply.
281448 -  ..
281449 - During the call with Shannon today updated contact information with
281450 - current phone and email changed on 100912 0948. ref SDS 16 QQ7M
281452 -  ..
281453 - Shannon said he cannot transfer the call now because Chris has left
281454 - work.  His hours are 1300 - 2100 Eastern Time, so he has left early
281455 - today.  Shannon feels that since Chris is assigned to this matter, no
281456 - one else can take the call.
281458 -  ..
281459 - Shannon will notify Chris to update HP's Technical Support records to
281460 - show new contact numbers.
281462 -  ..
281463 - Shannon said Chris will call tomorrow.
281464 -
281465 -
281466 -
281467 -
281468 -
281469 -
281470 -
2815 -
Distribution. . . . See "CONTACTS"