CONTACTS 

SUBJECTS
Windows XP Failing C16 Slow Internet Access Slow Data Transfer Memor

2703 -
2703 -    ..
2704 - Summary/Objective
2705 -
270501 - Follow up ref SDS 8 0000.
270502 -
270503 -
270504 -
270506 -  ..
2706 -
2707 -
2708 - Progress
2709 -
270901 - C16 Slow Internet Access Disk Network Transfer Memory Address Failing
270902 -
270903 - Past few months seems like c16 Internet access has slowed; this has
270904 - been attributed to virus problems, reported in another record today.
270905 - 101230 1158, ref SDS 8 J85H
270907 -  ..
270908 - More recently the past few days, have experienced extremely slow data
270909 - transfer across the network between c16 and c17.
270911 -  ..
270912 - Additionally, when c16 is shut down or restarted, there is a report of
270913 - memory failure, also, shown in the record today on 101230 1158.
270914 - ref SDS 8 G266
270916 -  ..
270917 - Can reports of memory failure cause symptoms of slow Internet access,
270918 - and slow transfer between computers across the network?
270919 -
270920 -            [...below on 101230 1601 at 1721, after buying
270921 -            out-of-warranty support contract, ref SDS 0 PQ5W, HP
270922 -            assisted opening BIOS and running memory test, which
270923 -            passed. ref SDS 0 UH8G
270925 -             ..
270926 -            [...below on 101230 1601 at 1740 HP support supervisor has
270927 -            encountered same memory report on his computer at home.
270928 -            ref SDS 0 UI41
270929 -
270930 -
270931 -
270933 -  ..
2710 -
2711 -
2712 - 1606
2713 -
271301 - HP Weak Record Technical Support C16 HDX 18t Notebook
271302 -
271303 - Background working with HP Technical support for c16 is reported on
271304 - 090715 2123. ref SDS 5 V89L
271306 -  ..
271307 - HP has technical support reported on 090623 1648. ref SDS 2 OS6L
271309 -  ..
271310 - Technical Support....
271311 -
271312 -                       877 266 8359
271314 -  ..
271315 - HP has another number for Technical Support on HP HDX 18t, reported on
271316 - 090708 1109. ref SDS 4 U26H
271317 -
271318 -                       866 408 5408
271319 -
271321 -  ..
2714 -
2715 -
2716 - 1600
2717 -
271701 - HP Tech Support Requests $50 Assess Memory Failure Buy Hardware
271702 -
271703 - Called HP for HDX 18t support at 2nd number... ref SDS 0 XL9J
271704 -
271705 - Telephone message that all agents busy.
271707 -  ..
271708 - On hold...
271709 -
271711 -  ..
2718 -
2719 -
2720 - 1646
2721 -
272101 - HP customer agent answered............ Mike.
272103 -  ..
272104 - Computer c16 was purchased on 090623 1648. ref SDS 2 294M
272106 -  ..
272107 - Product ID part and serial numbers are listed on 090623 1648.
272108 - ref SDS 2 YP9H
272110 -  ..
272111 - Problems to solve listed above............... ref SDS 0 Y15H
272113 -  ..
272114 - Mike says that in order for customers to determine they need to buy
272115 - memory, HP requires customers to pay $50 for a telephone call so an
272116 - engineer to tell them what memory to buy from HP.
272118 -  ..
272119 - Asked for supervisor.
272120 -
272122 -  ..
2722 -
2723 -
2724 - 1701
2725 -
272501 - C16 Technical Support Purchase 1 Year HP Contract $99 HDX 18t
272502 - HP 1 Year Contract $99 Technical Support HDX 18t Purchase on C16
272503 -
272504 - Talked Lawrence, supervisor.
272505 -
272506 - Lawrence agreed with Mike that to find out what memory is needed have
272507 - to pay $50 for this phone call.
272509 -  ..
272510 - Lawrence then said that HP sells 1 year tech support contracts for out
272511 - of warranty customers.  The cost is $99 for unlimited assistance and
272512 - repair services during the year, compared to paying $50 for 1
272513 - incident, like today.
272515 -  ..
272516 - This is not an extended warranty for HP parts, like memory, drives,
272517 - processors, video adapters, etc.  HP helps customers diagnose problems
272518 - and devleop solution plans, and in some cases resolve problems.  If a
272519 - hardware failure is identified, customers have to buy the hardware.
272520 - HP only performs installation with certified HP technicians.
272522 -  ..
272523 - Agreed to pay $99 for the 1 year of support.
272525 -  ..
272526 - Lawrence transferred the call back to Mike.
272527 -
272528 -
272530 -  ..
2726 -
2727 -
2728 - 1711
2729 -
272901 - Talked to Mike.
272902 -
272903 - Purchased 1 year Tech Support for c16 out of warranty.
272905 -  ..
272906 - Mike requested product and serial numbers again, listed in the record
272907 - purchasing c16 on 090623 1648. ref SDS 2 YP9H
272909 -  ..
272910 - Mike went off line to setup tech support contract.
272911 -
272912 -
272913 -
2730 -

SUBJECTS
C16 Technical Support $99 Contract 1 Year HP HDX 18t Department HP C

3903 -
3904 - 1714
390501 -  ..
390502 - C16 Technical Support Agreement 1 Year HP HDX 18t Department
390503 -
390504 - Mike back online.  He gave a number for the customer support
390505 - contract...
390506 -
390507 -        Agreement............................. CA02909006-0001
390509 -  ..
390510 - Telephone phone support 1 year................. $99
390512 -  ..
390513 - Paid with Wells Fargo Debit card.
390515 -  ..
390516 - Posted expense ledger up to date...
390520 -  ..
390521 - Mike sent a letter explaining the transaction...
390523 -  ..
390524 - Received following from HP during the call...
390525 -
390526 -    1.  Subject: HP Care Pack Service Plan Registration Confirmation
390527 -        Date: Fri, 31 Dec 2010 01:13:32 -0000
390534 -         ..
390535 -    2.  Ref: HP Care Pack Service #:CA02909006
390537 -         ..
390538 -    3.  Congratulations on your purchase of a HP Care Pack Service.
390539 -        You can now take full advantage of HP's award winning Total
390540 -        Care service and support programs, giving you the peace of mind
390541 -        and confidence that comes with knowing that HP will take care
390542 -        of you if you need help with your HP or Compaq products.
390544 -         ..
390545 -    4.  This email is to confirm the details of the HP Care Pack
390546 -        Service purchased for your product(s) and contains important
390547 -        information on the terms and conditions of the plan.
390549 -         ..
390550 -    5.  HP Care Pack Service #................ CA02909006
390551 -        Service Level......................... 141 - 141 HP 1YR TECH PHONE SUPPORT  NO HW
390554 -         ..
390555 -    6.  Agreement Start Date.................. 12/30/2010
390556 -        Agreement End Date.................... 12/30/2011
390559 -         ..
390560 -    7.  Payment............................... $99.00
390561 -        Discount.............................. $0.00
390562 -        Tax................................... $0.00
390563 -        Total Payment......................... $99.00
390564 -        Payment Date.......................... 12/30/2010
390566 -         ..
390567 -    8.  Customer Address:
390572 -         ..
390573 -    9.  Should you experience a problem with your product, at any time,
390574 -        please contact HP Total Care at 1-(800)-474-6836 (1-800-HP
390575 -        invent) or 1-(800)-652-6672 (1-800-OK Compaq) for your Compaq
390576 -        products..  Have this email handy when placing your call, as
390577 -        you will need to know your product model, serial number and HP
390578 -        Care Pack Service number.
390580 -         ..
390581 -   10.  Remember that HP Total Care's award-winning support and
390582 -        services provide you with 24 x 7 assistance online or over the
390583 -        phone, toll-free.  Our exclusive Owner Services will help keep
390584 -        all of your HP and Compaq products up and running.   Visit us
390585 -        at
390586 -
390587 -              http://www.hp.com/go/totalcareservices
390588 -
390589 -        ...to better understand all your service and support options
390590 -        for the life of your product.
390592 -         ..
390593 -   11.  If there are any questions you have about your HP Care Pack
390594 -        Service terms and conditions or if your contact details change,
390595 -        please call HP Total Care at 1-(800)-474-6836 (1-800-HP invent)
390596 -        or 1-(800)-652-6672 (1-800-OK Compaq) for your Compaq
390597 -        products..
390599 -         ..
390600 -   12.  Visit us at....
390601 -
390602 -              http://www.hp.com/go/terms
390603 -
390604 -        ...to view the terms and conditions of your purchased service.
390606 -         ..
390607 -   13.  We value your business and look forward to assisting you.
390609 -         ..
390610 -   14.  Sincerely,
390611 -
390612 - *******************************
390614 -  ..
390615 - 24-7 SmartFriend PC Tune Up Service
390616 -
390617 - There is an attachment, which is not referenced in HP's letter, and
390618 - says...
390619 -
390620 -    1.  HP Total Care
390622 -         ..
390623 -    2.  YOU MADE THE RIGHT CHOICE.
390625 -         ..
390626 -    3.  Thank you for your recent HP Total Care Extended Service Plan
390627 -        purchase. You'll increase your peace of mind and minimize
390628 -        disruptions with all that HP Total Care has to offer.
390629 -
390630 -        1.  24/7 toll-free assistance by phone and online
390631 -        2.  Award-winning service and support
390632 -        3.  Advice and support from HP technicians
390633 -        4.  Hardware protection and software system coverage
390635 -         ..
390636 -    4.  HP Total Care offers a wide array of services.
390638 -         ..
390639 -    5.  HP SmartFriend - A convenient, prepaid consultative service to
390640 -        answer your "how to" questions on select hardware and software
390641 -        issues not covered by standard warranties.
390643 -         ..
390644 -    6.  HP PC Tune-up Service - Improve the performance of your PC with
390645 -        personalized assistance and instruction.
390647 -         ..
390648 -    7.  HP Total One - Cover your HP or Compaq PC together with up to
390649 -        three qualifying HP peripherals.
390651 -         ..
390652 -    8.  HP House Call - Enjoy the comfort of knowing an HP technician
390653 -        will come right to your door, if needed./1
390655 -         ..
390656 -    9.  HP Accidental Damage Protection - Drops, spills and accidents
390657 -        happen.  Protect against the unpredictable and safeguard your
390658 -        HP investment.
390660 -         ..
390661 -   10.  HP Pick Up and Return - Have your qualifying HP product picked
390662 -        up, diagnosed, repaired and returned to you./2
390664 -         ..
390665 -   11.  HP Next-Day Exchange - Get a replacement for qualifying HP
390666 -        products delivered to your door by the next business day./3
390668 -         ..
390669 -   12.  To view the terms and conditions and termination policy for
390670 -        your purchased service, visit the HP Total Care website at
390671 -
390672 -           http://h71036.www7.hp.com/hho/cache/338708-0-0-225-121.html
390674 -         ..
390675 -        Footnotes.....
390676 -
390677 -        1.  Need will be determined by an HP support representative.
390678 -            Does not include holidays or weekends. On-site services are
390679 -            provided only if the issue cannot be corrected remotely.
390681 -             ..
390682 -        2.  Does not include holidays or weekends.
390684 -             ..
390685 -        3.  When call is received before 4 p.m. Central time.
390687 -         ..
390688 -   13.  Copyright 2009 Hewlett-Packard Development Company, L.P.  The
390689 -        information contained herein is subject to change without
390690 -        notice. 08-050A
390692 -  ..
390693 - Received a second letter from Mike saying...
390694 -
390695 -    1.  Subject: 1 year phone support Agreement
390696 -        Date: Fri, 31 Dec 2010 01:18:53 +0000 (UTC)
390700 -         ..
390701 -    2.  Agreement Submit / Update
390702 -
390703 -        Your agreement has been successfully submitted.
390705 -         ..
390706 -    3.  Agreement number:  CA02909006 -0001 Agreement Type: 141 - 141
390707 -        HP 1YR TECH PHONE SUPPORT NO HW start date: 12/30/2010 end
390708 -        date: 12/30/2011 total charge: $99.00 payment method:  Visa
390709 -
390710 -
390711 -
390712 -
3908 -

SUBJECTS
Windows XP Failing C16 Slow Internet Access Slow Data Transfer Memor

6303 -
6304 - 1721
630501 -  ..
630502 - Memory BIOS Test Pasted
630503 -
630504 - After entering into agreement and paying for 1 year out-of-warranty
630505 - support contract, per above, ref SDS 0 IR84, and after receiving HP's
630506 - correspondence on scope of service, per above, ref SDS 0 RL53,
630507 - including the secind letter, ref SDS 0 HI7M, Mike provided technical
630508 - support as called out in the agreement, per above. ref SDS 0 MB6R
630510 -  ..
630511 - Mike helped run a memory test, to assess reports of memory problems,
630512 - per above. ref SDS 0 Y15H
630514 -             ..
630515 -        1.  Disconect power cable, and remove battery.
630516 -        2.  Press power on button for 15 seconds.
630517 -        3.  Restor battery and then power cable.
630518 -        4.  Power system, and press F10 continuously to open BIOS.
630519 -        5.  Diagnostics memory test.
630521 -  ..
630522 - Memory test in BIOS passed.
630523 -
630524 -            [...below in this record on 101230 1601 at 1921 after
630525 -            completing Tech Support call at HP, BIOS tests show both
630526 -            disks show no signs of defect. ref SDS 0 TJ4K
630527 -
630529 -  ..
630530 - HP Refuses Tech Support C16 Out of Warranty Despite Service Contract
630531 -
630532 - Mike said that since c16 is configured for multi-boot productivity,
630533 - HP's warranty policy prevents providing further technical support to
630534 - diagnose problems, reported above. ref SDS 0 Y15H  HP failure to
630535 - support the customer was previously reported on 090705 1545.
630536 - ref SDS 3 RG56  A few days later, HP again refused help to configure
630537 - c16 productively, reported on 090708 1109. ref SDS 4 PQ9R  After
630538 - further review, HP case manager not only said the customer can
630539 - configure the HP HDX 18t for dual boot with Windows XP and Windows 7,
630540 - he provided a video showing how to do the work, and gave guidance on
630541 - getting device drivers. ref SDS 4 0Q4H
630543 -  ..
630544 - Mike feels HP's initial refusal to help the customer was correct, and
630545 - that HP later providing technical support to configure dual boot was a
630546 - mistake.  He was adamant that HP warranty provides technical support
630547 - only for computers as shipped from the factory, because changing the
630548 - operating system for productivity makes the computer out of warranty.
630550 -  ..
630551 - We reviewed the record showing HP was just paid $100, ref SDS 0
630552 - 0218, to provide out-of-warranty support.
630554 -  ..
630555 - We just need help doing diagnostics, like the BIOS memory test, Mike
630556 - just suggested, per above. ref SDS 0 UH8G  This kind of friendly
630557 - assistance trouble shooting problems seems to be the express purpose
630558 - of HP's Total Care program, per above. ref SDS 0 MB4J
630560 -  ..
630561 - Mike feels HP can only provide additional support after performing a
630562 - factory re-install of Vista.
630564 -  ..
630565 - This would wipe out weeks of work setting up line-of-business
630566 - capability on c16, reported on 090715 2123. ref SDS 4 PX6N
630568 -  ..
630569 - Mike said there is nothing he can do, since his boss won't approve
630570 - supporting customers who change factory configuration.
630572 -  ..
630573 - Asked to speak with the supervisor again.
630575 -  ..
630576 - Mike explained that his boss must implement HP policy on not helping
630577 - customers to use HP products
630578 -
630579 -
630581 -  ..
6306 -
6307 -
6308 - 1740
6309 -
630901 - Talked to Supervisor Lawrence.
630902 -
630903 - This was a constructive meeting with the telephone.
630905 -  ..
630906 - Turns out that Lawrence has encountered the same error message problem
630907 - on his computer at home configured for dual boot with Linux and
630908 - Windows, as encountered with c16, reported above. ref SDS 0 Y165
630910 -  ..
630911 - After he removed dual boot with Linux, the problems cleared.
630913 -  ..
630914 - This aligns with Morris' experience using Linux.  He has continual
630915 - problems getting everything to run.
630917 -  ..
630918 - Lawrence said computers are becoming so complex with multiple
630919 - services, that the operating system and hardware gets overloaded with
630920 - and simply fail in confusion.  The Windows registry gets bigger and
630921 - bigger with entries for failed configurations.  The operating system
630922 - is eventually overwhelmed like people who get confused by information
630923 - overload.
630925 -  ..
630926 - Case study on procurement and setup of c17 shows complexity of
630927 - computers to work intelligently using SDS for Knowledge Management
630928 - support.  Getting set up takes longer and longer, reported on 101115
630929 - 1843. ref SDS 6 MQ8F
630931 -  ..
630932 - C16 has been running for over a year without a flaw and supporting
630933 - following periphals connected...
630934 -
630935 -        1.  Keyboard with USB port
630936 -        2.  LAN connection to router with cable and Wireless
630938 -  ..
630939 - In the past month, have added...
630940 -
630941 -        3.  External backup hard drive USB
630942 -        4.  HDMI cable to Vizio VA320M television for monitor.
630943 -        5.  HP Photosmart C4780 printer wirless with OCR support.
630945 -  ..
630946 - Lawrence said that failure to execute safe removal of USB connections,
630947 - like the external hard drive, can cause system failures reported
630948 - today, per above. ref SDS 0 Y15H
630950 -  ..
630951 - Discussed Pat's comments on Tuesday that HP has encountered problems
630952 - configuring HP printers with HP computers, reported on 101228 0944.
630953 - ref SDS 7 V49M
630955 -  ..
630956 - Lawrence said there are some steps HP can help the customer perform
630957 - today evaluating and possibly solving current problems, per above.
630958 - ref SDS 0 Y15H  If initial steps fail, then HP recommends restoring
630959 - factory defaults, which has Windows Vista installed.  This entails a
630960 - complete reinstallation, so that means formatting the drive, and
630961 - starting over.
630963 -  ..
630964 - HP's offer of assistance aligns with Total Care service agreement
630965 - entered into earlier today, per above. ref SDS 0 MC3Q  Further fits
630966 - HP's practice of discouraging customers from requesting help from HP,
630967 - and then providing solutions, reported last year when c16 was
630968 - initially setup after purchase, reported on 090708 1109. ref SDS 4
630969 - 0Q4H
630971 -  ..
630972 - Thanked Lawrence for providing assistance to make initial diagnostic
630973 - assessment.
630975 -  ..
630976 - Lawrence transferred the call back to Mike.
630977 -
630978 -
630980 -  ..
6310 -
6311 -
6312 - 1812
6313 -
631301 - Talked to Mike.
631302 -
631303 - Case number........................ 8046099600
631305 -  ..
631306 - Mike said to open open c16 Windows 7 64-bit.
631308 -  ..
631309 - Open DOS prompt and run...
631311 -        ..
631312 -       C>msconfig
631314 -        ..
631315 -       Startup
631317 -        ..
631318 -       disconnect everything.
631320 -  ..
631321 - Booted computer c17 Windows 7 64-bit, and amazingly, everything seems
631322 - to work.
631323 -
631324 -            [...below on 101230 1601 at 1948 after HP support call
631325 -            ended, restored c16 Windows 7 64-bit msconfig defaults.
631326 -            ref SDS 0 TJ4K
631328 -  ..
631329 - Mike asked if the boot operation seemed faster with startup processes
631330 - disconnected?
631332 -  ..
631333 - Advised that startup seemed faster.
631335 -  ..
631336 - Mike said to
631337 -
631338 -        1.  Shutdown the computer.
631339 -        2.  Disconnect electrical power.
631340 -        3.  Remove the battery.
631341 -        4.  Press power up button for 15 seconds.
631343 -  ..
631344 - After these steps....
631345 -
631346 -        5.  Replace battery.
631347 -        6.  Connect power cable.
631349 -  ..
631350 - Power up the computer.
631352 -  ..
631353 - Open Windows XP.
631355 -  ..
631356 - Tested Internet access.
631358 -  ..
631359 - Still extremely slow.
631361 -  ..
631362 - Tested copying files from c16 to c17, still very slow.
631364 -  ..
631365 - Restarted the computer.
631367 -  ..
631368 - Opened Windows 7 64-bit
631370 -  ..
631371 - Tested Internet access................. normal - very fast
631373 -  ..
631374 - Tested copying files from c16 to c17........... normal - very fast
631376 -  ..
631377 - Mike feels this record indicates that XP on c16 may be failing.
631379 -  ..
631380 - Thanked Mike for excellent support.
631382 -  ..
631383 - Suddenly having quirky problem using keyboard on c17, reported in
631384 - another record today for solution on 101230 1928, ref SDS 9 J85H
631385 -
631386 -            [On 101230 1928 report capital letter keyboard entry
631387 -            problem, and possible solution. ref SDS 9 PSWS
631388 -
631389 -
631390 -
631392 -  ..
6314 -
6315 -
6316 - 1948
6317 -
631701 - Disks 1 and 2 BIOS Tests Successful
631702 -
631703 - After talking to HP...
631704 -
631705 - Opened c16 Windows 7 64-bit and restored msconfig startup defaults,
631706 - following Mike's test above. ref SDS 0 E568
631708 -  ..
631709 - BIOS hard disk test - primary.
631710 -
631712 -  ..
6318 -
6319 -
6320 - 2125
6321 -
632101 - Hard disk test passed - primary.
632102 -
632103 - BIOS hard disk test - secondary.
632104 -
632106 -  ..
6322 -
6323 -
6324 - 2126
6325 -
632501 - Hard disk test passed - secondary.
632502 -
632503 - This record of memory and disks passing BIOS tests suggests XP on c16
632504 - is failing.  This was corrected on c14 by re-installing XP, reported
632505 - on 070625. ref SDS 1 0001
632506 -
632507 -
632508 -
632509 -
632510 -
632511 -
632512 -
632513 -
632514 -
632515 -
6326 -