Welch Company
San Francisco, CA
S U M M A R Y
DIARY: December 23, 2010 02:15 PM Thursday;
Rod Welch
HP here to exchange video graphics adapter c17.
1...Summary/Objective
..............
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CONTACTS
SUBJECTS
C17 Repair HP Site Visit Work Order 82685765 for Case 7501750039 on
2703 -
2703 - ..
2704 - Summary/Objective
2705 -
270501 - Follow up ref SDS 10 0000. ref SDS 8 JF5H.
270502 -
270503 -
270504 -
270506 - ..
2706 -
2707 -
2708 - Progress
2709 -
270901 - Pat called this morning about 0900 and asked to move the meeting the
270902 - afternoon to 1030 this morning.
270904 - ..
270905 - Could not accomodate this change due meeting at 1030 at VA.
270907 - ..
270908 - Pat here to configure replacement video graphics adapater for c17, per
270909 - telecon on 101221 1425. ref SDS 9 545M
270911 - ..
270912 - Background case study on c17 procurement listed on 101115 1843.
270913 - ref SDS 6 MQ8F
270915 - ..
270916 - Pat advised that another customer did not receive a part today that
270917 - was schedule for deliver yesterday. As a result, not changing the
270918 - meeting today here to 1030, as discussed this morning, worked out
270919 - better for Pat coordinating his schedule.
270921 - ..
270922 - Work plan listed on 101220 1555. ref SDS 8 U95M
270924 - ..
270925 - Work today is fixing c17 based on transaction history...
270926 -
270927 - HP order H114355414................. 101021 0953, ref SDS 4 635Y
270928 - Case 7501750039..................... 101215 1443, ref SDS 7 N640
270929 - Radeon video adapter................ 101220 1555, ref SDS 8 JF5H
270930 - Part 589754-ZH1..................... 101220 1555, ref SDS 8 PH4F
270931 - HP order DVZ21801................... 101220 1555, ref SDS 8 PZ4G
270932 - Site visit work order 82685765...... 101223 1415, ref SDS 0 DB82
270934 - ..
270935 - When Pat arrived c17 was connected to the HDMI2 port on the Vizio
270936 - VA320M HD television and sending signals through the NVIDIA GeForce GT
270937 - 420 video graphics adapter installed as originally specified in item 7
270938 - on 101021 0953. ref SDS 4 635Y
270939 -
270940 - [...below on 101223 1415 at 1450 turned out the Radeon
270941 - video adapter is defective and would not transmit video
270942 - signals to the Vizio television montior, ref SDS 0 F634; so
270943 - Pat restored the NVIDIA video adapter to initial condition.
270944 - ref SDS 0 HV5F
270946 - ..
270947 - [On 101224 1619 FedEx delivered replacement Radeon video
270948 - adapter for installation in c17 to replace NVIDIA video
270949 - card. ref SDS 11 A55H
270951 - ..
270952 - Purpose of the meeting today is to remove the NVIDIA video adapter and
270953 - install Radeon adapter which has device drivers for Windows XP,
270954 - reported on 101220 1555, ref SDS 8 JF5H, and confirmed in Tony's
270955 - letter received later the same day. ref SDS 8 VP8O Replacement
270956 - hardware was received from FedEx yesterday on 101222 1719. ref SDS 10
270957 - BC5H
270959 - ..
270960 - Part Number................................... 589754-ZH1
270961 - Part Description................
270962 -
270963 - Graphics Card - Jaguar RV830XT Radeon HD 5570 2GB AT
270965 - ..
270966 - Before starting work, Pat requested signature on an HP form
270967 - authorizing him to open and modify the computer c17.
270968 -
270969 - [On 101228 0944 signed another form for rework to correct
270970 - defective Radeon video adapter. ref SDS 12 DB78
270972 - ..
270973 - Signed following HP document...
270974 -
270975 - 1. HP Invent page 1
270976 -
270977 - 2. Leave with End User
270978 - Work Order............................................. 82685765
270979 - End User...............................................
270984 - ..
270985 - 3. Service Location (Residential).........................
270990 - ..
270991 - 4. Service Date........................................... Thu Dec 23 2010 1 :OOpm PST - 5:00pm PST
270992 - Appointment Date....................................... Thu Dec 23 2010 @ 1 :OOpm - 5:00pm PST
270993 - Service Pro............................................ Patrick M. (90429)
270995 - ..
270996 - 5. Custom Fields
270997 - SR..................................................... HPCSO-DVZ218
270998 - ID..................................................... 874205
270999 - PartShipDate........................................... 12/21/2010
271000 - Tech:
271001 - Other:
271003 - ..
271004 - 6. Work Description..................................................
271006 - ..
271007 - 7. H - HP Desktop Warranty Repair (No additional sales opportunities)
271009 - ..
271010 - 8. Carrier................................................ FEDEX
271011 - Tracking #............................................. 796580653007
271012 - Ship Date.............................................. 12/21/2010
271013 - Estimated Delivery Date................................ 12/22/2010
271015 - ..
271016 - 9. Status/Notes:
271017 - Status:................................................
271018 - Scan information is not currently available
271019 - Please try again later.
271021 - ..
271022 - 10. Service Type........................................... Standard Overnight
271023 - Ship To................................................ CONCORD, CA 94518 US
271024 - Parts.................................................. 589754-ZH1
271025 - JAGUAR RV830XT RADEON HD 5570 2GB ATX
271027 - ..
271028 - 11. Information Technology:: PC Desktop :: Complete System ::
271029 - Diagnose & Repair
271030 - Operating system....................................... Other
271031 - Model.................................................. XM559AV
271032 - Serial Number(s)....................................... 2MD0440CCZ
271034 - ..
271035 - 12. TECH NOTES --
271036 - - Drop-ship location for part (589754-ZH1):
271037 - Parts shipped to EU's address
271038 - - Diag Note............................................ MALFUNCTIONING
271039 - - HP Reference #....................................... DVZ218
271040 - - Customer's expected ETA.............................. 12/23/2010 1 :00 PM - 5:00 PM
271042 - ..
271043 - 13. ASSESSMENT - .......................................... None
271044 - PART SHIPMENT --
271046 - ..
271047 - 14. Additional Work Performed/Notes
271051 - ..
271052 - 15. Signatures
271054 - ..
271055 - 16. By signing below you acknowledge the satisfactory completion of
271056 - the work listed above and verify the accuracy of the arrive and
271057 - departure times.
271059 - ..
271060 - 17. Arrival Time........................................... 1:59pm
271061 - Departure Time......................................... 2:54pm
271062 -
271065 - Date................................................... 12-23-10
271068 - ..
271069 - 19. Thank you for using our service. Your business is greatly appreciated!
271070 -
271071 -
271088 - ..
271089 - Explained work plan to verify new video card runs XP.
271091 - ..
271092 - Pat demonstrated that tapping the power button causes Windows 7 to
271093 - perform a standard shutdown. This is very convenient, and much
271094 - faster than using Windows 7 shutdown procedure.
271096 - ..
271097 - Pat demonstrated BIOS on HP Pavilion Elite HPE 490t computer is opened
271098 - by continual tapping F10 after pressing the power button to start the
271099 - computer. This solves the problem that tapping F10 just once as shown
271100 - on the HP launch splash screen simply opens dual boot mode.
271101 -
271102 - [On 110127 0049 for some reason, tapping F10 would not open
271103 - BIOS. ref SDS 14 V166
271105 - ..
271106 - Pat disconnected c17 from cables, and placed the computer on the side
271107 - desk used for a work bench. He used a screw driver to unfasten the
271108 - cover plate (requires removing a single screw in the middle of the
271109 - panel) and open the computer for acces to system parts. There is a
271110 - common plate that holds adapters in place. This was also removed by
271111 - removing a single screw.
271113 - ..
271114 - Pat removed the new Radeon video care from the shipping box, ready
271115 - for installation.
271117 - ..
271118 - Pat used a special wrist band which he connected to the cpu chasis for
271119 - a ground while working with parts inside the cpu.
271121 - ..
271122 - He disconnected an ATX cable for access, and then removed the NVIDIA
271123 - GeForce GT 420 video graphics adapter. The part was put in the
271124 - wrapping and then placed in the shipping box received for the Radeon
271125 - graphics adapter, for return to HP under RMA protocol.
271127 - ..
271128 - Pat commented that the Radeon video adapter is a much better video
271129 - graphics technology than the NVIDIA GeForce GT 420 being replaced
271130 - today.
271131 -
271132 - [On 101228 0944 Pat mentions again that the Radeon adapter
271133 - is much better than the NVIDIA card it replaces, and costs
271134 - about $300 retail. ref SDS 12 HU5H
271136 - ..
271137 - Pat installed the new Radeon graphics adapter into the same main board
271138 - pci slot to replace the NVIDIA adapter. He reconnected the ATX cable.
271139 - He then restored the common fastener plate that secures all of the
271140 - adapters, and put the cover plate in place held with a single screw.
271142 - ..
271143 - Pat returned c17 beneath the desk, and connected cables, including the
271144 - HDMI cable to the Radeon video adapter, and powered the cpu, c17.
271146 - ..
271147 - The Vizio VA320A HD television still connected with the cable to HDMI
271148 - port 2, reported "No Signal."
271149 -
271150 - [On 110113 1225 similar problem with Bluetooth adapter.
271151 - ref SDS 13 8K4G
271153 - ..
271154 - Pat checked that cable connections are all secure.
271156 - ..
271157 - Verified HDMI2 setting on Vizio television.
271159 - ..
271160 - Tried changing to HDMI-side port. Booted computer and signal still
271161 - failed to display on Vizio V320M
271163 - ..
271164 - Booted the computer again and still "No Signal" on Vizio television.
271166 - ..
271167 - Pat disconnected HDMI cable, and connected the Digital Visual
271168 - Interface (DVI) port on c17 to the Dell Ultrasharp 1905FP Flat Panel
271169 - monitor, received in the record on 041116 1718. ref SDS 1 O54R
271171 - ..
271172 - Video signal then displayed normally on the Dell DVI monitor.
271174 - ..
271175 - To further isolate the problem, connected c16 with HDMI to the Vizio
271176 - VA320M television, and video was transferred from the notebook display
271177 - to the Vizio, indicating the television has not been affected by
271178 - defective Radeon video adapter connection.
271180 - ..
271181 - Pat called HP Tech Support in Boise, and talked to Zig.
271183 - ..
271184 - Pat was on hold while Zig did research off-line. They consulted
271185 - several times over 20 minutes, and Pat hung up.
271187 - ..
271188 - HP decided to replace the Radeon adapter delivered yesterday on 101222
271189 - 1719, ref SDS 10 BC5H, and which demonstrates failure on initial
271190 - installation today. The new part has been ordered and should ship
271191 - later today for delivery tomorrow.
271192 -
271193 - [...below on 101223 1415 at 1554 received confirmation of
271194 - order to replace defective Radeon video adapter.
271195 - ref SDS 0 PG6F
271197 - ..
271198 - [On 101224 1619 FedEx delivered replacement Radeon video
271199 - adapter for installation in c17 to replace NVIDIA video
271200 - card. ref SDS 11 A55H
271202 - ..
271203 - Pat disassembled c17 again, using the steps above. ref SDS 0 4Q43
271205 - ..
271206 - He removed the Radeon graphics adapter, per above, ref SDS 0 MW8K,
271207 - and re-installed the NVIDIA adapter, for continued use.
271209 - ..
271210 - Pat connected the HDMI cable to c17, and pressed the power button.
271212 - ..
271213 - The Vizio VA320M television reported "No Signal," as as with the
271214 - Radeon graphics adapter, per above. ref SDS 0 F631
271216 - ..
271217 - Pat then remembered that he had forgotten to reconnect the ATX cable
271218 - when he replaced the NVIDIA video adapter.
271220 - ..
271221 - Research today explains ATX - Advanced Technology Extended
271222 -
271223 - Wikipedia
271224 -
271225 - http://en.wikipedia.org/wiki/ATX
271227 - ..
271228 - ATX is a motherboard form factor specification developed by
271229 - Intel in 1995 for standardization and interchangeability of
271230 - parts. It defines mechanical dimensions, mounting point, I/O
271231 - panel, power and connector interfaces between a computer case,
271232 - a motherboard, and a power supply. In 2003, Intel announced
271233 - the BTX standard, intended as a replacement for ATX. As of
271234 - 2009[update], the ATX form factor remains a standard for
271235 - do-it-yourselfers; BTX has however made inroads into pre-made
271236 - systems.
271238 - ..
271239 - Pat disassembled c17 again, and re-connected the ATX cable, which had
271240 - to be disconnected in order to access the graphics adapter slot, per
271241 - above. ref SDS 0 G259 He replaced the cover and setup c17 again
271242 - beneathe desk.
271244 - ..
271245 - Powering up c17 then displayed video through the HDMI cable to the
271246 - Vizio VA32M television monitor. This restored the initial condition
271247 - when Pat arrived, per above. ref SDS 0 HS7N
271249 - ..
271250 - Pat said that normally when a video card is replaced by a different
271251 - manufacturer and model, HP sends a CD with device drivers. Since HP
271252 - did not send a CD for the Radeon video adapter, Pat will find device
271253 - drivers on the Internet required to verify a solution for running XP,
271254 - per above. ref SDS 0 MW8K
271256 - ..
271257 - Thanked Pat for excellent support.
271259 - ..
271260 - Glad that HP rep was onsite to handle the very odd situation today of
271261 - a new part failing, and so able to take immediate action collaborating
271262 - with the Technical Support team in Boise, per above. ref SDS 0 468N
271264 - ..
271265 - Pat's schedule is already booked for Monday and Wednesday.
271267 - ..
271268 - Agreed to installation next Tuesday on 101228, and if the part has
271269 - not been received, then installation can be moved to Thursday.
271270 -
271271 -
271272 -
271273 -
2713 -
SUBJECTS
C17 HP Order DXA04801 Confirm Rework Repair HP Site Visit Work Order
4103 -
4104 - 1554
410501 - ..
410502 - Received letter from HP saying...
410503 -
410504 - 1. Subject: HP Order Confirmation -- DXA04801
410505 - Date: Thu, 23 Dec 2010 23:05:09 +0000
410513 - ..
410514 - 2. In an ongoing effort to ensure satisfaction with our service,
410515 - we have attached a confirmation of your recent Hewlett-Packard
410516 - Support Solution. Please retain this document for your
410517 - records. [...implementing HP's solution to the defective
410518 - graphics adapter, discovered by Pat today, per above.
410519 - ref SDS 0 F634...]
410521 - ..
410522 - 3. The warranty status listed below is contingent upon the
410523 - accuracy of the model number, serial number and proof of
410524 - purchase (if required). Please verify that all information is
410525 - accurate. If any of the information is incorrect, or if you
410526 - have questions regarding customer service on your HP product,
410527 - please contact our HP Customer Care center using the
410528 - appropriate telephone number listed in your product user
410529 - manual.
410531 - ..
410532 - 4. ***Important: Please do not reply to this email. This mailbox
410533 - is not set up to receive email.***
410535 - ..
410536 - 5. You can check the current status of your order online at:
410537 -
410538 - https://warp1.external.hp.com/CSO_Status/Order_Lookup.asp?country=US
410540 - ..
410541 - 6. You will need to enter your order number (DXA048) and postal
410542 - code.
410544 - ..
410545 - 7. Great support is still available around the clock by logging in
410546 - to
410547 -
410548 - http://www.hp.com/go/support
410550 - ..
410551 - 8. Award-winning HP Customer Care brings a world of support
410552 - services right to your desktop. You'll find tips and tricks,
410553 - troubleshooting help, drivers, community forums, e-mail
410554 - technical support (only available on some products) and much
410555 - more to help you quickly get the answers you need.
410557 - ..
410558 - 9. Please note that this order requires a defective part to be
410559 - returned within 10 business days. A pre-paid, pre-addressed
410560 - return waybill will be included with the replacement part.
410562 - ..
410563 - HP's letter continues...
410564 -
410565 - 10. Sincerely,
410567 - ..
410568 - 11. HP Customer Care
410569 -
410570 - ****************************
410572 - ..
410573 - Below and attached to HP's transmittal letter, per above, ref SDS 0
410574 - HV7L, is the following additional document from HP that implements the
410575 - solution Pat developed on exchanging the video grahics adapter, per
410576 - above. ref SDS 0 WC4F
410578 - ..
410579 - 1. Hewlett-Packard Customer Service Order:
410580 -
410581 - Customer Service Order Number................. DXA048-01
410582 - CSO Placement Date............................ 12/23/2010
410584 - ..
410585 - Order placement date aligns with Pat's call with Zig at HP earlier
410586 - today, per above. ref SDS 0 WC4F
410588 - ..
410589 - Hewlett-Packard Customer Service Order continues...
410590 -
410591 - 2. Model Number.................................. XM559AV
410592 - Model Description............................. HP PAVILION ELITE CTO HPE-
410593 - Serial Number................................. 2MD0440CCZ
410595 - ..
410596 - HP's listing for model and serial numbers for c17 align with the
410597 - "Proof of purchase label" received with the computer from the factory,
410598 - reported on 101105 1141. ref SDS 5 Q36R
410600 - ..
410601 - Hewlett-Packard Customer Service Order continues...
410602 -
410603 - 3. Part Number................................... 589754-ZH1
410604 - Part Description................
410605 -
410606 - Graphics Card - Jaguar RV830XT Radeon HD 5570 2GB AT
410608 - ..
410609 - This is the same part received from HP yesterday on ref SDS 10 BC5H
410610 -
410611 - [On 101224 1619 FedEx delivered replacement Radeon video
410612 - adapter for installation in c17 to replace NVIDIA video
410613 - card. ref SDS 11 A55H
410615 - ..
410616 - Hewlett-Packard Customer Service Order continues...
410617 -
410618 - 4. You selected the following Hewlett-Packard Hardware Support
410619 - Service for your product:
410620 -
410621 - IN HOME SERVICE WITH RETURNABLE PART
410623 - ..
410624 - 5. Warranty Status............................... In Warranty
410626 - ..
410627 - 6. Total charge (including tax, if applicable)... $0.00
410628 - Payment Method................................ No Payment
410629 -
410631 - ..
4107 -
4108 -
4109 - 1110
4110 -
411001 - Received another letter from HP saying...
411002 -
411003 - 1. Subject: HP SHIPMENT Notification -- DXA04801
411004 - Date: Fri, 24 Dec 2010 01:28:33 +0000
411012 - ..
411013 - 2. In an ongoing effort to ensure satisfaction with our service,
411014 - we have attached a confirmation of your recent Hewlett-Packard
411015 - Support Solution. Please retain this document for your
411016 - records. [...implementing HP's solution to the defective
411017 - graphics adapter, discovered by Pat today, per above.
411018 - ref SDS 0 F634...]
411020 - ..
411021 - 3. The warranty status listed below is contingent upon the
411022 - accuracy of the model number, serial number and proof of
411023 - purchase (if required). Please verify that all information is
411024 - accurate. If any of the information is incorrect, or if you
411025 - have questions regarding customer service on your HP product,
411026 - please contact our HP Customer Care center using the
411027 - appropriate telephone number listed in your product user
411028 - manual.
411030 - ..
411031 - 4. ***Important: Please do not reply to this email. This mailbox
411032 - is not set up to receive email.***
411034 - ..
411035 - 5. You can check the current status of your order online at:
411036 -
411037 - https://warp1.external.hp.com/CSO_Status/Order_Lookup.asp?country=US
411039 - ..
411040 - 6. You will need to enter your order number (DXA048) and postal
411041 - code.
411043 - ..
411044 - 7. Great support is still available around the clock by logging in
411045 - to
411046 -
411047 - http://www.hp.com/go/support
411049 - ..
411050 - 8. Award-winning HP Customer Care brings a world of support
411051 - services right to your desktop. You'll find tips and tricks,
411052 - troubleshooting help, drivers, community forums, e-mail
411053 - technical support (only available on some products) and much
411054 - more to help you quickly get the answers you need.
411056 - ..
411057 - 9. Please note that this order requires a defective part to be
411058 - returned within 10 business days. A pre-paid, pre-addressed
411059 - return waybill will be included with the replacement part.
411061 - ..
411062 - HP's letter continues...
411063 -
411064 - 10. Sincerely,
411066 - ..
411067 - 11. HP Customer Care
411068 -
411069 - ****************************
411071 - ..
411072 - Below and attached to HP's transmittal letter, per above, ref SDS 0
411073 - RF6J, is the following additional document from HP with details on
411074 - shipping the replacement part ordered by Pat, per above, ref SDS 0
411075 - PG6F, to replace defective Radeon video grahics adapter, per above.
411076 - ref SDS 0 WC4F
411078 - ..
411079 - 1. Hewlett-Packard Customer Service Order:
411080 -
411081 - Customer Service Order Number................. DXA048-01
411082 - CSO Placement Date............................ 12/23/2010
411084 - ..
411085 - Order placement date aligns with Pat's call with Zig at HP earlier
411086 - today, per above. ref SDS 0 WC4F
411088 - ..
411089 - Hewlett-Packard Customer Service Order continues...
411090 -
411091 - 2. Model Number.................................. XM559AV
411092 - Model Description............................. HP PAVILION ELITE CTO HPE-
411093 - Serial Number................................. 2MD0440CCZ
411095 - ..
411096 - HP's listing for model and serial numbers for c17 align with the
411097 - "Proof of purchase label" received with the computer from the factory,
411098 - reported on 101105 1141. ref SDS 5 Q36R
411100 - ..
411101 - Hewlett-Packard Customer Service Order continues...
411102 -
411103 - 3. Part Number................................... 589754-ZH1
411104 - Part Description................
411105 -
411106 - Graphics Card - Jaguar RV830XT Radeon HD 5570 2GB AT
411108 - ..
411109 - This is the same part received from HP yesterday on ref SDS 10 BC5H
411110 -
411111 - [On 101224 1619 FedEx delivered replacement Radeon video
411112 - adapter for installation in c17 to replace NVIDIA video
411113 - card. ref SDS 11 A55H
411115 - ..
411116 - Hewlett-Packard Customer Service Order continues...
411117 -
411118 - 4. You selected the following Hewlett-Packard Hardware Support
411119 - Service for your product:
411120 -
411121 - IN HOME SERVICE WITH RETURNABLE PART
411123 - ..
411124 - 5. Warranty Status............................... In Warranty
411126 - ..
411127 - 6. Total charge (including tax, if applicable)... $0.00
411128 - Payment Method................................ No Payment
411130 - ..
411131 - 7. Hewlett-Packard Shipment of Permanent Replacement Product
411132 - Permanent Replacement Model Number............ XM559AV
411133 - Permanent Replacement Model Description....... HP PAVILION ELITE CTO HPE-
411134 - Permanent Replacement Serial Number:
411136 - ..
411137 - 8. Shipment Date of Permanent Replacement........ 12/23/2010
411138 - Shipment Method............................... FED-EX NEXT DAY (AFTERNOON)
411139 - Tracking Number............................... 794260753474
411140 -
411141 -
411142 -
411143 -
411144 -
411145 -
411146 -
411147 -
411148 -
4112 -