CONTACTS 

SUBJECTS
C17 NVIDIA Proposes Exchange GeForce GT 420 Video Graphics Adapter B

1103 -
1103 -    ..
1104 - Summary/Objective
1105 -
110501 - Follow up ref SDS 12 0000. ref SDS 11 0000.
110502 -
110503 -
110504 -
110506 -  ..
1106 -
1107 -
1108 - Progress
1109 -
110901 - Called NVIDIA Technical Support...
110902 -
110903 -                       408 486 2000
110905 -  ..
110906 - Talked to Ed, manager Technical Support.
110908 -  ..
110909 - Kishen has left for the day.
110911 -  ..
110912 - Ed said that GeForce GT 420 video graphics adapter is the top of the
110913 - line, and so it will be another few months before device drivers are
110914 - avilable to run Windows XP, as set out in Kishen's letter on 101209
110915 - 1418. ref SDS 12 NL5X
110917 -  ..
110918 - Ed checked NVIDIA's inventory for another graphics adapter that will
110919 - install and work with the...
110920 -
110921 -                   Pavilion Elite HPE 490t
110922 -
110923 - ...desktop computer, purchased from HP on 101021 0953. ref SDS 2 635Y
110925 -  ..
110926 - Need support for HDMI and xp.
110928 -  ..
110929 - Ed helped review HP website for c17.
110930 -
110931 -              http://www.shopping.hp.com/series/category/desktops/HPE490t_series/3/computer_store?jumpid=in_r329_personalization/browse1/SDP_SDP?&aoid=35252
110933 -  ..
110934 - This shows that HP has upgraded choices for customers to choose a
110935 - higher end NVIDIA graphic card.  As we did with Kristan, HP's
110936 - saleslady on 101021, selected...
110937 -
110938 -                    Customize and buy
110939 -
110940 - ...a red tab on the right side of the screen.  This opens another HP
110941 - website showing choices for the operating system.  Above that is a
110942 - section for selecting "components."  Clicking the right arrow, scrolls
110943 - to the choices for video graphics adapater.
110945 -  ..
110946 - Today, Ed advised that a new choice, which was not available to
110947 - customers when c17 was purchased on 101021, is the following...
110948 -
110949 -        1GB NVIDIA Geforce 460 [2 DVI, mini-HDMI, VGA adapter]
110951 -  ..
110952 - HP charges an additional $110, which is $60 more than the GeForce GT
110953 - 420 purchased with C17, which is item #7 shown in the purchase order
110954 - on 101021 0953. ref SDS 2 635Y
110956 -  ..
110957 - Ed said the NVIDIA GeForce 460 is a better graphics adapter, and it
110958 - has Windows XP device driver.
110960 -  ..
110961 - Looks like this might solve the problem.
110962 -
110963 -
110964 -
1110 -

SUBJECTS
C17 HP Pavilion Elite 490t Desktop PC HP Order H114355414 Issued 101

4303 -
4304 - 1657
430501 -  ..
430502 - HP Technical Support Resolve C17 Configuration Issues Mult-boot
430503 -
430504 - Called HP Case Manager Department to follow up tech support call on
430505 - 101111 0841. ref SDS 6 NX9O
430506 -
430507 -                     877 917 4380 ext 09
430509 -  ..
430510 - Talked to Tony.
430512 -  ..
430513 - Case #....................................... 8044394603
430515 -  ..
430516 - Tony said HP closed this case number.
430518 -  ..
430519 - We reviewed the record showing the case has never been closed.  HP was
430520 - notified on 101122 to correct numerous problems with order H114355414
430521 - issued on 101021, ref SDS 7 S85G, citing an earlier letter submitted
430522 - to HP on 101104 1049. ref SDS 4 WW4W
430524 -  ..
430525 - Tony said somebody at HP evidently closed the case without noting any
430526 - solutions to issues in the letter on 101122.  Looking further through
430527 - HP's records, Tony could not find the letter to HP on 101122.  He
430528 - requested a copy.
430530 -  ..
430531 - Tony opened new case today for c17, which is HP order H114355414
430532 - issued on 101021 0953. ref SDS 2 635Y  During the call, Tony
430533 - assigned...
430534 -
430535 -          New Case #............................. 7501750039
430536 -
430537 -               [On 101216 1642 letter to HP confirms progress today on
430538 -               pending issues. ref SDS 14 4W5K
430540 -             ..
430541 -            HP order H114355414................. 101021 0953, ref SDS 2 635Y
430542 -            Case 7501750039..................... 101215 1443, ref SDS 0 N640
430544 -  ..
430545 - Scope of issues to resolve listed in the letter to HP on 101122...
430546 -
430547 -    1.  Exchange video card, per above, ref SDS 0 FI9L, and reported to
430548 -        HP on 101122 2112. ref SDS 7 JB9L
430549 -
430550 -            [...below Tony discusses this issue for developing a
430551 -            solution. ref SDS 0 GL99
430553 -             ..
430554 -            [On 101220 1555 Tony called and proposes swapping video
430555 -            card that will support Windows XP; work scheduled 101223
430556 -            pm. ref SDS 15 PP4Q
430558 -         ..
430559 -    2.  Exchange "LAN wireless" for "LAN wireless and Bluetooth" card,
430560 -        cited in the letter to HP on 101122 2112. ref SDS 7 S85G
430561 -        ref SDS 7 B97Y
430562 -
430563 -            [...below Tony discusses this issue for developing a
430564 -            solution. ref SDS 0 FN79
430566 -             ..
430567 -            [On 101220 1555 Tony's letter confirms HP's agreement to
430568 -            provide a USB Bluetooth adapter to solve problem of missing
430569 -            support on the wireless LAN adapter. ref SDS 15 PX5L
430571 -             ..
430572 -            [On 110113 1225 HP completes configure c17 with Bluetooth
430573 -            for wirless mouse ops. ref SDS 18 RY5G
430575 -             ..
430576 -            [On 110117 1317 letter to HP submits record of Pat's work
430577 -            configuring Bluetooth on c17 for using the Targus wireless
430578 -            mouse. ref SDS 19 R485
430580 -         ..
430581 -    3.  Tech support for Microsoft, or product key so customer can get
430582 -        support from Microsoft on configuring Windows 7 "Permissions"
430583 -        to avoid "access denied" transferring records (like this one)
430584 -        interactively between computers on the network, and to the
430585 -        Internet, because Microsoft tells customers with OEM product
430586 -        key must get support from OEM vendors, reported on 101202 2242.
430587 -        ref SDS 8 6S6H  Request for OEM support using Windows 7 is
430588 -        cited in the letter to HP on 101122 2112. ref SDS 7 B94U
430589 -
430590 -            [...below Tony discusses this issue for developing a
430591 -            solution. ref SDS 0 TF6O
430593 -             ..
430594 -            [On 101216 1642 letter to HP confirms progress today on
430595 -            pending issues. ref SDS 14 4W5K
430597 -             ..
430598 -            [On 101220 1555 Tony has notified HP Technical Support for
430599 -            assistance requested by the customer, and has not received
430600 -            a response; he is following up to obtain required help.
430601 -            ref SDS 15 GN8M
430603 -             ..
430604 -            [On 110106 0825 Tony reports that HP wants customers given
430605 -            an OEM product key for Windows 7 to get customer support
430606 -            from Microsoft, ref SDS 17 EZ9U, despite Microsoft claim
430607 -            that OEM vendors are committed to assist their customers,
430608 -            reported on 101202 2242. ref SDS 8 O55N
430610 -         ..
430611 -    4.  Flash memory exchange for USB flash drive, cited in the letter
430612 -        to HP on 101122 2112. ref SDS 7 B94X
430613 -
430614 -            [...below Tony discusses this issue for developing a
430615 -            solution. ref SDS 0 GL91
430617 -  ..
430618 - Tony said this is an interesting case.
430619 -
430620 -            [On 101216 1642 letter to HP confirms progress today on
430621 -            pending issues. ref SDS 14 4W5K
430622 -
430623 -            [On 101220 1555 Tony encountered resistance at HP on
430624 -            solving this issue, but plans to submit evidence in the
430625 -            record, ref SDS 15 SX6N, and expects to provide equitable
430626 -            solution on 101221. ref SDS 15 GL8J
430627 -
430628 -
430630 -  ..
430631 - Video Adapter C17 Exchange for Support Windows XP
430632 -
430633 - Tony asked for the order number and date c17 was received from HP?
430635 -  ..
430636 - Advised our records show c17 was ordered on HP # H114355414 placed by
430637 - Kristin in the Sales Department on 101021. ref SDS 2 635Y  Shipment
430638 - was delayed by a backlog at the factory, reported on 101027 1543.
430639 - ref SDS 3 NX9O
430641 -  ..
430642 - C17 was finally received on 101105 1141. ref SDS 5 NX9O
430644 -  ..
430645 - Tony asked to hold while he investigates.
430647 -  ..
430648 - Tony came back online and advised that the HP store will not exchange
430649 - the video card for one that works, because the 21 day period for
430650 - exchange has expired.
430652 -  ..
430653 - We reviewed the record showing HP was notified in a letter on 101122,
430654 - that adjustment was needed for the video card. ref SDS 7 JB9L
430656 -  ..
430657 - Tony will research to see if the video cards HP has in inventory have
430658 - Windows XP device drivers, like the NVIDIA GeForce 460, as related by
430659 - Ed at NVIDIA earlier today, per above. ref SDS 0 H36M
430661 -  ..
430662 - If HP has another video card for the Pavilion Elite HPE 890t that
430663 - supports Windows XP, we can make a direct exchange and solve the
430664 - problem, item #1, per above. ref SDS 0 N640
430665 -
430666 -            [On 101220 1555 Tony called and proposes swapping video
430667 -            card that will support Windows XP; work scheduled 101223
430668 -            pm. ref SDS 15 PP4Q
430669 -
430670 -
430671 -
4307 -

SUBJECTS
C17 HP Pavilion Elite 490t Desktop PC HP Order H114355414 Issued 101

6803 -
680401 -  ..
680402 - Bluetooth USB Adapter HP Proposes Solve Wireless LAN Card Mistake
680403 -
680404 - Tony investigated the problem with the LAN wireless card that does not
680405 - support Bluetooth, per item #2 above. ref SDS 0 QP7N  We reviewed
680406 - objectives of procurement for c17 ordered on 101021 to use a wireless
680407 - mouse, planned with HP Sales Department on 101018 0817, ref SDS 1 JK8I
680409 -  ..
680410 - Tony suggests trying a USB Bluetooth interface to fix the problem...
680412 -  ..
680413 - Part.................................. Q6273A
680415 -  ..
680416 - Agreed to try this.
680417 -
680418 -            [On 110113 1225 HP completes configure c17 with Bluetooth
680419 -            for wirless mouse ops. ref SDS 18 RY5G
680420 -
680421 -            [On 110117 1317 letter to HP submits record of Pat's work
680422 -            configuring Bluetooth on c17 for using the Targus wireless
680423 -            mouse. ref SDS 19 R485
680424 -
680425 -
680426 -
680427 -
680428 -
6805 -

SUBJECTS
C17 HP Pavilion Elite 490t Desktop PC HP Order H114355414 Issued 101

9303 -
930401 -  ..
930402 - Access Denied Windows 7 Permissions Error FTP Network Data Transfer
930403 -
930404 - Tony asked for an explanation of the problem using w7 for ftp ops in
930405 - SDS, item #3 above. ref SDS 0 FN5M
930407 -  ..
930408 - The immediate problem is explained in a letter to a support forum on
930409 - 101213 0717. ref SDS 13 ZS8L  There will likely be further issues, so
930410 - need communication with W7 tech support.  Hoping to avoid another $200
930411 - expense to buy w7 Ultimate to get 90 days support from Microsoft, as
930412 - discussed with Kristin in planning the order on 101018 to buy just
930413 - vanilla w7 Home addition, and then pay the extra $200 for w7 Ultimate
930414 - to get a product key that provides Tech Support at Microsoft.
930415 - ref SDS 1 4S6K
930417 -  ..
930418 - Tony submitted a letter with his email address so he can receive a
930419 - full explanation of the problem using Windows 7, as set out in the
930420 - record on 101213 0717. ref SDS 13 ZS8L
930421 -
930422 -            [On 101216 1642 letter to HP confirms progress today on
930423 -            pending issues. ref SDS 14 4W5K
930425 -             ..
930426 -            [On 101220 1555 Tony has notified HP Technical Support for
930427 -            assistance requested by the customer, and has not received
930428 -            a response; he is following up to obtain required help.
930429 -            ref SDS 15 GN8M
930431 -             ..
930432 -            [On 110106 0825 Tony reports that HP wants customers given
930433 -            an OEM product key for Windows 7 to get customer support
930434 -            from Microsoft, ref SDS 17 EZ9U, despite Microsoft claim
930435 -            that OEM vendors are committed to assist their customers,
930436 -            reported on 101202 2242. ref SDS 8 O55N
930437 -
930438 -
930439 -
9305 -

SUBJECTS
C17 HP Pavilion Elite 490t Desktop PC HP Order H114355414 Issued 101

AH03 -
AH0401 -  ..
AH0402 - USB Flash Drive Exchange for Erroneous Flash Memory Card
AH0403 -
AH0404 - Discussed flash memory card exchanging for USB flash drive, reported
AH0405 - in the letter to HP on 101122 2112, ref SDS 7 B94X, and item #4 per
AH0406 - above. ref SDS 0 RC8M
AH0408 -  ..
AH0409 - Tony said that the flash USB drive is no longer in HP inventory.
AH0411 -  ..
AH0412 - Review of HP's website for customizing Pavilion Elite HPE 490t shows
AH0413 - customers can now select...
AH0414 -
AH0415 -        Accessories
AH0416 -
AH0417 -                HP v124w 16 GB USB Flash Drive
AH0418 -                (NC814AA#ABA)
AH0420 -  ..
AH0421 - Tony will research this further on exchanging the 8 GB flash memory
AH0422 - for an 8 GB USB drive.  He indicated the case management department
AH0423 - has flexibility on solving problems for customers.
AH0424 -
AH0425 -
AH0426 -
AH0427 -
AH0428 -
AH0429 -
AH0430 -
AH05 -