Welch Company
San Francisco, CA


S U M M A R Y


DIARY: December 21, 2010 02:25 PM Tuesday; Rod Welch

HP progress solving c17 configuration issues.

1...Summary/Objective


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CONTACTS 

SUBJECTS
NVIDIA Account Setup Username Password May Help Obtain Device Driver

0703 -
0703 -    ..
0704 - Summary/Objective
0705 -
070501 - Follow up ref SDS 20 0000. ref SDS 18 0000.
070502 -
070503 -
070504 -                 Called Fed Ex
070505 -
070506 -                      925 674 4050
070507 -
070508 -
070509 -
070510 -
070512 -  ..
0706 -
0707 -
0708 - Progress
0709 -
070901 - Received another letter from HP with same content as letter received
070902 - yesterday afternoon, 101220 1555, ref SDS 20 PZ4G, and saying...
070903 -
070904 -            [On 101222 1719 Radeon video graphics adapter was received
070905 -            from Fedex for HP Order Number DVZ218-01. ref SDS 21 BC5H
070907 -         ..
070908 -    1.  Subject: HP SHIPMENT Notification -- DVZ21801
070909 -        Date: Tue, 21 Dec 2010 17:29:32 +0000
070917 -         ..
070918 -    2.  In an ongoing effort to ensure satisfaction with our service,
070919 -        we have attached a confirmation of your recent Hewlett-Packard
070920 -        Support Solution.  Please retain this document for your
070921 -        records.
070923 -         ..
070924 -    3.  The warranty status listed below is contingent upon the
070925 -        accuracy of the model number, serial number and proof of
070926 -        purchase (if required).  Please verify that all information is
070927 -        accurate.  If any of the information is incorrect, or if you
070928 -        have questions regarding customer service on your HP product,
070929 -        please contact our HP Customer Care center using the
070930 -        appropriate telephone number listed in your product user
070931 -        manual.
070933 -         ..
070934 -    4.  ***Important:  Please do not reply to this email.  This mailbox
070935 -        is not set up to receive email.***
070937 -         ..
070938 -    5.  You can check the current status of your order online at:
070939 -
070940 -              https://warp1.external.hp.com/CSO_Status/Order_Lookup.asp?country=US
070942 -         ..
070943 -    6.  You will need to enter your order number (DVZ218) and postal
070944 -        code.
070946 -         ..
070947 -    7.  Great support is still available around the clock by logging in
070948 -        to
070949 -
070950 -              http://www.hp.com/go/support
070952 -         ..
070953 -    8.  Award-winning HP Customer Care brings a world of support
070954 -        services right to your desktop.  You'll find tips and tricks,
070955 -        troubleshooting help, drivers, community forums, e-mail
070956 -        technical support (only available on some products) and much
070957 -        more to help you quickly get the answers you need.
070959 -         ..
070960 -    9.  Please note that this order requires a defective part to be
070961 -        returned within 10 business days.  A pre-paid, pre-addressed
070962 -        return waybill will be included with the replacement part.
070964 -  ..
070965 - This standard language in HP's letter conflicts with agreement today
070966 - that an HP technician will arrive onsite 101223 to removed the
070967 - defective video graphics adapater, install and test the new adapter,
070968 - reported by Tony in a call on 101220 1555. ref SDS 20 8L58
070970 -  ..
070971 - HP's letter continues...
070972 -
070973 -        Sincerely,
070975 -         ..
070976 -        HP Customer Care
070977 -
070978 - ****************************
070980 -  ..
070981 - Below and attached to HP's transmittal letter, per above, ref SDS 0
070982 - 4W5K, is following additional document from HP implementing solution
070983 - Tony developed on exchanging the video grahics adapter, reported
070984 - yesterday on 101220 1555. ref SDS 20 JF5H
070986 -         ..
070987 -    1.  Hewlett-Packard Customer Service Order:
070988 -
070989 -        Customer Service Order Number................. DVZ218-01
070990 -        CSO Placement Date............................ 12/20/2010
070992 -  ..
070993 - Order placement date aligns with the call with Tony at HP yesterday on
070994 - 101220 1555. ref SDS 20 JF5H
070995 -
070996 -            [On 101222 1719 Radeon video graphics adapter was received
070997 -            from Fedex for HP Order Number DVZ218-01. ref SDS 21 BC5H
070999 -  ..
071000 - Hewlett-Packard Customer Service Order continues...
071001 -
071002 -    2.  Model Number.................................. XM559AV
071003 -        Model Description............................. HP PAVILION ELITE CTO HPE-
071004 -        Serial Number................................. 2MD0440CCZ
071006 -  ..
071007 - HP's listing for model and serial numbers for c17 align with the
071008 - "Proof of purchase label" received with the computer from the factory,
071009 - reported on 101105 1141. ref SDS 9 Q36R
071011 -  ..
071012 - Hewlett-Packard Customer Service Order continues...
071013 -
071014 -    3.  Part Number................................... 589754-ZH1
071015 -        Part Description................
071016 -
071017 -            Graphics Card - Jaguar RV830XT Radeon HD 5570 2GB AT
071019 -  ..
071020 - This seems to align with the part Tony described in the call yesterday
071021 - on 101220 1555. ref SDS 20 JF5H
071022 -
071023 -            [On 101222 1719 Radeon video graphics adapter was received
071024 -            from Fedex for HP Order Number DVZ218-01. ref SDS 21 BC5H
071026 -  ..
071027 - Hewlett-Packard Customer Service Order continues...
071028 -
071029 -    4.  You selected the following Hewlett-Packard Hardware Support
071030 -        Service for your product:
071031 -
071032 -            IN HOME SERVICE WITH RETURNABLE PART
071034 -         ..
071035 -    5.  Warranty Status............................... In Warranty
071037 -         ..
071038 -    6.  Total charge (including tax, if applicable)... $0.00
071039 -        Payment Method................................ No Payment
071040 -
071042 -  ..
0711 -
0712 -
0713 - 1432
0714 -
071401 - Received call from Pat.  He is assigned to perform installation of
071402 - video care on Thursday.
071404 -  ..
071405 - Pat verified work will be after 1200.  He asked for a call tomorrow
071406 - verifying the HP video graphics replacement part has been received and
071407 - ready for his work.  However, he did not leave a telephone number,
071408 - email address nor the name of his business.
071409 -
071410 -            [On 101222 1719 received Radeon video graphics adapter for
071411 -            c17; could not call the installation engineer, because
071412 -            there is no contact information. ref SDS 21 BC5H
071413 -
071414 -
071415 -
071416 -
071417 -
0715 -

SUBJECTS
Default Null Subject Account for Blank Record

0803 -
0804 - 1449
080501 -  ..
080502 - Received call from Tony following up the call yesterday on 101220
080503 - 1555. ref SDS 20 PP4Q, Tony is the case manager in HP case manager
080504 - department...
080506 -                       ..
080507 -                      877 917 4380 ext 09
080508 -
080509 - ...and is following up...
080510 -
080511 -        Case #............................. 7501750039
080512 -
080513 - ...opened by Tony on 101215 1443. ref SDS 17 N640
080515 -  ..
080516 - Tony explained he has now solved the problem exchanging the 8 GB flash
080517 - memory for a USB 8 GB flash drive.  He is submitting via email an HP
080518 - gift coupon that the customer can use to purchase the USB 8 GB flash
080519 - drive, as discussed yesterday on 101220 1555, ref SDS 20 SX6N, and
080520 - cited in his letter received later yesterday afternoon. ref SDS 20
080521 - 6N6Q
080523 -  ..
080524 - Additionally, he is adding an amount to the gift coupon for also
080525 - purchasing the USB Bluetooth wireless adapter, rather than ship this
080526 - part to the customer as planned in the call yesterday on 101220 1555,
080527 - ref SDS 20 PX5L, to implement the solution Tony proposed on 101215
080528 - 1443. ref SDS 17 FN79
080530 -  ..
080531 - The customer will received the gift coupon later today.
080532 -
080533 -            [...below on 101221 2018 received letter from Tony with HP
080534 -            gift coupon code for $75 to implement HP's plan to provide
080535 -            support for Bluetooth and USB flash drive. ref SDS 0 NP7I
080536 -
080537 -            [On 101230 1639 received from HP via FedEx 16 GB USB Drive
080538 -            to complete scope purchasing c17. ref SDS 23 AQ8R
080540 -  ..
080541 - Tony will write a letter confirming the call today on resolving these
080542 - issues for case 7501750039
080543 -
080544 -
080545 -
080547 -  ..
0806 -
0807 -
0808 - 2012
0809 -
080901 - Received letter from Tony at HP Case Managemetnt Department saying...
080902 -
080903 -    1.  Subject: Coupon Code CPL # 7501750039
080904 -        Date: Tue, 21 Dec 2010 23:20:09 +0000 (UTC)
080908 -         ..
080909 -    2.  Hello Rod,
080915 -  ..
080916 - This is the coupon code Tony ordered under case 7501750039 cited in
080917 - his call earlier today on 101221 1425, per above, ref SDS 0 PH7N, and
080918 - which was filed to correct defects in HP order H114355414 entered on
080919 - 101021 0953. ref SDS 5 386M
080920 -
080921 -            [...below on 101221 1425 at 2048 received Tony's letter
080922 -            with HP instructions on redeeming the coupon, ref SDS 0
080923 -            NP7I, ordered under case 7501750039 cited in Tony's call
080924 -            earlier today on 101221 1425 per above, ref SDS 0 PH7N, for
080925 -            correcting problems with c17 from HP's order H114355414
080926 -            entered on 101021 0953. ref SDS 5 386M
080928 -             ..
080929 -            [On 101223 0921 letter to HP Sales Department submits
080930 -            Tony's letter explaining Gift Coupon purchase of Bluetooth
080931 -            and USB Flash drive to correct errors in order H114355414
080932 -            for c17. ref SDS 22 RR9K
080934 -         ..
080935 -    4.  Disclosure Information:
080936 -
080937 -        Valid for HP Direct (hpdirect.com) internet and call center
080938 -        purchases only.  Coupon valid while supplies last.  Any unused
080939 -        portion will be forfeited.  Each coupon code is limited to one
080940 -        usage per customer; one coupon code per checkout.  Offer void
080941 -        where prohibited, taxed or restricted by law.  The Coupon is
080942 -        Non-transferable.  The coupon is not valid retroactively on
080943 -        previously purchased items.  The coupon is not valid for any
080944 -        resale activity as defined by HP Direct.  Coupons may not be
080945 -        used to purchase gift cards.  Use of the Coupon may not be
080946 -        permitted with certain bundle offers.  The coupon is not valid
080947 -        for resale or sub-licensing.  By its use of this coupon,
080948 -        Customer represents that it is only acquiring the subject
080949 -        products and services for its own internal use and not for
080950 -        resale or sublicensing.  The coupon is combinable with Instant
080951 -        Rebates.  HHO website will require credit card information to
080952 -        be recorded even if purchase is less than coupon dollar amount.
080953 -        For complete coupon conditions, see "Coupon Information" in the
080954 -        "Customer Service" section at www.hpdirect.com
080956 -         ..
080957 -    5.  You may call me at 1-877-917-4380 Extension # 09 You may ask
080958 -        for me by name, if I am not available, the Case Manager taking
080959 -        your call will work with you to resolve your issue.
080961 -         ..
080962 -    6.  Our office hours are Monday - Friday 7:00 AM  10:00 PM CST.
080964 -         ..
080965 -    7.  Thank you,
080966 -
080968 -         ..
080969 -    8.  CM Tony P.
080970 -        Case Manager
080971 -        HP AMS TCO Escalations Team
080972 -        Tel: 1-877-917-4380 ext. 09
080973 -
080974 -
080975 -
080977 -  ..
0810 -
0811 -
0812 - 2048
0813 -
081301 - Received another letter from Tony at HP Case Managemetnt Department
081302 - saying...
081304 -         ..
081305 -    1.  Subject: CM Tony P. CPL 7501750039 HP Products
081306 -        Date: Wed, 22 Dec 2010 03:48:04 +0000 (UTC)
081313 -         ..
081314 -    2.  You can use the 75 USD coupon to purchase the HP bt500
081315 -        Bluetooth USB 2.0 Wireless Adapter (part number: Q6273A) and
081316 -        the HP v125w USB Flash Drive - 8 GB (part number:
081317 -        P-FD8GBHP125-EF). The amount for the entire order including
081318 -        taxes and free two day shipment will be 60.06 USD.
081320 -         ..
081321 -    3.  You can choose to have a bigger USB Flash drive or any other
081322 -        product to use the full amount of the coupon but you will have
081323 -        to pay for the difference if the amount of the order is more
081324 -        than 75 USD.
081326 -  ..
081327 - This implements Tony's call earlier today, per above, ref SDS 0 PH7N,
081328 - and references his letter, also received earlier today on 101221 1425
081329 - at 2012, submitting the gift coupon code for resolving case
081330 - 7501750039, per above. ref SDS 0 YK7K
081332 -  ..
081333 - Gift Coupons with instructions to redeem correct defects in c17
081334 - purchased on HP order H114355414 issued on 101021 0953, ref SDS 5
081335 - 635Y, and implementing HP performance of case # 7501750039 issued on
081336 - 101215, ref SDS 17 N640, and for Coupon Code CPL # 7501750039, shown
081337 - above. ref SDS 0 YK7K
081338 -
081339 -            [On 101223 0921 letter to HP Sales Department submits
081340 -            Tony's letter explaining Gift Coupon purchase of Bluetooth
081341 -            and USB Flash drive to correct errors in order H114355414
081342 -            for c17. ref SDS 22 RR9K
081344 -             ..
081345 -            [On 101230 1639 received from HP via FedEx 16 GB USB Drive
081346 -            to complete scope purchasing c17. ref SDS 23 AQ8R
081348 -  ..
081349 - HP's letter concludes...
081350 -
081351 -    4.  Let me know if you have any problem using this coupon.
081353 -         ..
081354 -    5.  Your case # is: 7501750039
081356 -         ..
081357 -    6.  Thank you,
081359 -         ..
081360 -    7.  Tony P.
081361 -        Case Manager
081362 -        HP AMS TCO Escalations Team
081363 -        Tel: 1-877-917-4380 ext. 09
081364 -
081365 -
081366 -
081367 -
081368 -
081369 -
081370 -
081371 -
081372 -
081373 -
0814 -