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
05 00101 PG 00000301 PM 00001010 BW 101021   **Not Found**

2404 -
2404 -    ..
2405 - Summary/Objective
2406 -
240601 - Follow up ref SDS 37 0000. ref SDS 36 0000.
240602 -
240603 -
240604 -
240605 -
240607 -  ..
2407 -
2408 -
2409 - Background
2410 -
241001 - Background is reported on 101019 0846. ref SDS 21 M75I
241003 -  ..
241004 - On 101021 0900 received letter from Kristin confirming order and
241005 - listing product specification details of the order, ref SDS 25 PQ9R,
241007 -  ..
241008 - On 101026 1102 letter to HP requests assist facilitting communication
241009 - with Technical Support Department on configuring c17, when it arrives
241010 - in another few days. ref SDS 26 756N
241012 -  ..
241013 - On 101104 1049 letter to HP again requests help communicating with
241014 - Technical Support on configuring c17. ref SDS 30 WV5O
241016 -  ..
241017 - On 101104 2024 work plan developed to setup and configure c17 for
241018 - efficient work. ref SDS 31 NX9O
241020 -  ..
241021 - On 101105 1141 received c17 HP Pavilion Elite HPE 490t delivered by
241022 - Fed Ex. ref SDS 33 NX9O
241024 -  ..
241025 - On 101106 1329 delivered c17 to Fry's for service support setup and
241026 - configure Windows XP 32-bit, Windows 7 32-bit, and Windows 7 64-bit
241027 - for multi-boot operations. ref SDS 34 NX9O
241029 -  ..
241030 - On 101107 1329 called Ryan who reported Fry's making good progress
241031 - configuring c17; needs assistance getting device drivers for Windows
241032 - XP, ref SDS 35 NX9O; called HP Tech Support refused to help customer
241033 - configure HP's computer. ref SDS 35 I14A; HP Tech Support scheduled
241034 - call for tomorrow to further discuss issue. ref SDS 35 1B5J  Visited
241035 - Ryan at Fry's; nearly complete setting up c17, will work on device
241036 - drivers tomorrow. ref SDS 35 I268
241038 -  ..
241039 - On 101107 1340 Ryan has already installed Windows XP as primary OS and
241040 - having problems finding software device drivers on the HP Pavilion
241041 - Elite HPE 490t. ref SDS 35 NX9O  Called HP Technical Support for help
241042 - finding device drivers. ref SDS 35 I14A  HP case manager will tomorrow.
241043 - ref SDS 35 1B5J
241044 -
241046 -  ..
2411 -
2412 -
2413 - Progress
2414 -
241401 - C17 Configuration Progress Problems Finding XP Drivers
241402 - HP Technical Support Refuses to Assist Customer Optimize Computer
241403 -
241404 - Follow up ref SDS 37 NX9O, ref SDS 36 NX9O.
241405 -
241406 - Called HP Technical Support.
241407 -
241408 -                    800-474-6836
241410 -  ..
241411 - C17 was received on 101105 1141. ref SDS 33 XH4I
241413 -  ..
241414 - Product................................... HP Pavilion Elite HPE 490t
241415 - Serial number............................. 2MD0440CCZ
241416 - Product number............................ XM559AV#ABA
241418 -  ..
241419 - Talked to Mark.
241421 -  ..
241422 - Case #....................................... 8044394603
241424 -  ..
241425 - Mark said the case has been closed.
241427 -  ..
241428 - He found Chris' name in the record, but nothing in HP's record about
241429 - Chris having called yesterday on 101110 1232. ref SDS 37 YH9O
241431 -  ..
241432 - Mark proposed the customer hold on the phone, while he investigates
241433 - the problem.
241435 -  ..
241436 - We reviewed the record yesterday, showing this is a call back to
241437 - return a call from HP case manager, Chris, reported on 101110 1232.
241438 - ref SDS 37 YH9O
241440 -  ..
241441 - This occurred twice.  On the first call was on hold 20 minutes,
241442 - reported on 101110 1232. ref SDS 37 FM46  On the 2nd call was on hold
241443 - nearly an hour. 101110 1232, ref SDS 37 YI4X
241445 -  ..
241446 - Mark said he is trying to figure this out.
241448 -  ..
241449 - He asked to hold the line while he transfers the call to a supervisor.
241450 -
241452 -  ..
2415 -
2416 -
2417 - 0931
2418 -
241801 - Talked to Andrea.
241802 -
241803 - She is a non-technical supervisor.
241805 -  ..
241806 - Andrea can only transfer the call.
241808 -  ..
241809 - On hold.
241811 -  ..
2419 -
2420 -
2421 - 0941
2422 -
242201 - Talked to Jackie.
242202 -
242203 - Phone.........
242204 -
242205 -               877 917 4380 ext 09
242207 -  ..
242208 - On hold while Jackie looks for device drivers for Windows XP Pro SP3
242209 - 32-bit.
242210 -
242212 -  ..
2423 -
2424 -
2425 - 0950
2426 -
242601 - Jackie came back online.  She will send a letter saying HP will not
242602 - help customers customize computers to optimize productivity; HP will
242603 - only help customers use HP computers the way HP likes to configure
242604 - computers rather the way customers need them.
242606 -  ..
242607 - Explained that the purchase was made to configure c17 with XP and W7,
242608 - reported on 101018 0817. ref SDS 20 4R60
242610 -  ..
242611 - Jackie will send a letter explaining everything.
242612 -
242613 -
242614 -
242615 -
242616 -
242617 -
242618 -
242619 -
242620 -
2427 -