CONTACTS
SUBJECTS
Default Null Subject Account for Blank Record
0903 -
0903 - ..
0904 - Summary/Objective
0905 -
090501 - Follow up ref SDS 7 0000. ref SDS 5 0000.
090502 -
090503 -
090504 -
090506 - ..
0906 -
0907 -
0908 - Progress
0909 -
090901 - Fry's service engineer diagnosed problem with fan, 111106 1436,
090902 - ref SDS 7 DU9U,
090904 - ..
090905 - Service account with HP is reported on 101230 1601. ref SDS 3 RL53
090907 - ..
090908 - Called HP service center at....
090909 -
090910 - 800 474 6836
090912 - ..
090913 - Talked to Jenny.
090915 - ..
090916 - She transferred the call to the notebook computer service department.
090917 -
090919 - ..
0910 -
0911 -
0912 - 0858
0913 -
091301 - Talked to...
091302 -
091303 - Mary
091305 - ..
091306 - Provided product information and service agreement account from the
091307 - record on 101230 1601. ref SDS 3 GQ3Y
091309 - ..
091310 - Mary proposed transferring the call to the department for...
091311 -
091312 - HP HDX X18T-1200 notebook computer
091314 - ..
091315 - Mary will stay on the line to verify that the transfer is effective
091316 - and to the correct department.
091318 - ..
091319 - Holding for call transfer...
091320 -
091322 - ..
0914 -
0915 -
0916 - 0907
0917 -
091701 - Talked to...
091702 -
091703 - Yolunda
091705 - ..
091706 - Yolanda asked for name again.
091708 - ..
091709 - She asked for....
091710 -
091711 - Product number........................... NK625AV
091713 - ..
091714 - Got this from the invoice listed on 090623 1648. ref SDS 1 YP9H
091716 - ..
091717 - Yolunda said that someone transferred the call to the wrong
091718 - department.
091720 - ..
091721 - She will make another transfer to correct the problem.
091723 - ..
091724 - We reviewed the record showing that Mary planned to stay on the line
091725 - to verify the transfer to Yolunda was correct.
091727 - ..
091728 - Yolunda said don't worry, she promises this time stay on the line and
091729 - verify the call is transferred to the correct department.
091731 - ..
091732 - Yolunda took name and phone number to call back in case the call is
091733 - dropped by the HP phone system.
091734 -
091736 - ..
0918 -
0919 -
0920 - 0910
0921 -
092101 - Holding for next department...
092102 -
092104 - ..
0922 -
0923 -
0924 - 0920
0925 -
092501 - Talked to
092502 - Iris
092503 - HDX Department
092504 - 866 408 5408
092506 - ..
092507 - Service account with HP is reported on 101230 1601. ref SDS 3 RL53
092509 - ..
092510 - Iris asks for c16...
092511 -
092512 - Product number........................... NK625AV
092513 -
092514 - ...which was given to Yolunda, above, ref SDS 0 W74I, and is listed in
092515 - the HP invoice paid on 090623 1648. ref SDS 1 YP9H
092517 - ..
092518 - Iris verified email address.
092520 - ..
092521 - Iris asks for an explanation of the problem?
092523 - ..
092524 - Explained the heat sink fan is broke on c16, an HP HDX X18T CTO
092525 - Premium Series notebook computer, purchased on 090623 1648.
092526 - ref SDS 1 294M
092528 - ..
092529 - Iris went off line to investigate.
092531 - ..
092532 - She came back online and said the warranty on c16 expired 400+ days
092533 - ago. Iris offered to provide several out-of-warranty fee for service
092534 - options to fix c16. She estimates the cost will be...
092535 -
092536 - Labor................. $250
092537 - Parts................. 75
092539 - ..
092540 - Total................. $325
092542 - ..
092543 - Iris advised that HP will mail a box to the customer, which the
092544 - customer will use to ship the computer to HP Service Center, and then
092545 - ship the repaired computer back to the customer.
092547 - ..
092548 - Advised Iris that this service call today is not a warranty claim.
092550 - ..
092551 - Entitlement to repair c16 is through the supplemental service
092552 - agreement entered on 101230, which is still in force until 111230, as
092553 - shown in HP's letter dated, 101230 1601, ref SDS 3 RL53
092555 - ..
092556 - Asked Iris if HP has a copy of the letter on 101230?
092558 - ..
092559 - Iris said she cannot find HP's letter dated 101230 in HP's computer
092560 - system.
092562 - ..
092563 - Offered to submit a copy to facilitate review of entitlement for
092564 - service.
092566 - ..
092567 - Iris asked to hold the line so she can consult with her supervisor.
092568 -
092569 -
092571 - ..
0926 -
0927 -
0928 - 0926
0929 -
092901 - Holding for Iris to check the record.
092902 -
092904 - ..
0930 -
0931 -
0932 - 0937
0933 -
093301 - Iris came back online.
093302 -
093303 - She is still investigating. Iris asked to continue holding while she
093304 - looks for the HP service agreement entered on on 101230 1601.
093305 - ref SDS 3 RL53
093306 -
093308 - ..
0934 -
0935 -
0936 - 0941
0937 -
093701 - Iris came back online.
093702 -
093703 - She cannot find the service agreement entered on 101230 1601.
093704 - ref SDS 3 RL53
093706 - ..
093707 - Iris asks again for...
093708 -
093709 - Product number........................... NK625AV
093710 -
093711 - ...which is not listed in the service agreement, but is shown in the
093712 - invoice paid on 090623 1648. ref SDS 1 YP9H
093714 - ..
093715 - Iris asks if Welch Company has more than 1 HP computer?
093717 - ..
093718 - Explain we have two.
093720 - ..
093721 - Iris said to hold on again.
093722 -
093724 - ..
0938 -
0939 -
0940 - 0946
0941 -
094101 - Holding for Iris to consult with supervisor.
094102 -
094103 -
094105 - ..
0942 -
0943 -
0944 - 0951
0945 -
094501 - Warren the supervisor came online.
094502 -
094503 - Warren explained that HP made a mistake registering the contract for
094504 - c16. The mistake was entering
094505 -
094506 - Product number................ NK825AV
094508 - ..
094509 - He said HP should have entered "6" instead of "8" for...
094511 - ..
094512 - Product number................ NK625AV
094514 - ..
094515 - ...as shown in the invoice on 090623 1648. ref SDS 1 YP9H
094517 - ..
094518 - Warren said this should be corrected so HP can provide support for
094519 - this service transaction.
094520 -
094521 -
094523 - ..
0946 -
0947 -
0948 - 0955
0949 -
094901 - Iris back online.
094902 -
094903 - Iris said now that the problem with the service agreement contract has
094904 - been identified, Warren, the supervisor, suggested that the customer
094905 - take down the product number HP has in the computer for future
094906 - reference.
094908 - ..
094909 - Objected to changing the product number on the original invoice to
094910 - conform to a mistake entered in HP's computer system. Further
094911 - explained that the computer has the product number stamped on the back
094912 - that conforms with the invoice. Any future transactions must conform
094913 - to computer and invoice showing...
094914 -
094915 - Product number................ NK625AV
094917 - ..
094918 - Iris said she will tell Warren that the customer objects to taking
094919 - down the product number which HP has incorrectly entered in the
094920 - service department computer, and will continue to identify the
094921 - computer with the product number on the computer and listed in the
094922 - original invoice.
094923 -
094925 - ..
0950 -
0951 -
0952 - 0958
0953 -
095301 - On hold while Iris consults with the supervisor again.
095302 -
095304 - ..
0954 -
0955 -
0956 - 1012
0957 -
095701 - Iris back online.
095702 -
095703 - She advised that Warren conformed HP service department product number
095704 - with the number on the computer and entered in the original invoice,
095705 - shown on 090623 1648. ref SDS 1 YP9H
095707 - ..
095708 - Iris said everything is now set so she can fix the fan problem with
095709 - the computer.
095711 - ..
095712 - Iris went through a series of steps to power up the computer.
095714 - ..
095715 - First, couldn't find the computer. Realized must have left it in the
095716 - car parked in the garage, after the trip to Fry's yesterday getting an
095717 - assessment of the problem, reported on 111106 1436. ref SDS 7 DU6O
095719 - ..
095720 - After removing the computer from the case and connecting external
095721 - power, the computer came online. This time it made a loud buz, like
095722 - previously on 111102 0708. ref SDS 5 0I59
095724 - ..
095725 - Iris listening through the phone immediately said that sounds like the
095726 - fan is broke, which aligns with Fry's Electronics report yesterday on
095727 - 111106 1436. ref SDS 7 DU91
095729 - ..
095730 - Explained annomoly of the computer making a loud noise when the
095731 - problem first occurred on 111102 0708. ref SDS 5 0I59 Yesterday, when
095732 - the computer was examined at Fry's Electronics Service Department,
095733 - there was very little noise, essentially none, reported on 111106
095734 - 1436. ref SDS 7 DU8R
095736 - ..
095737 - Glad there is a loud noise today, so Iris can hear it well enough
095738 - through the telephone to diagnose the fan is failing.
095740 - ..
095741 - Temperature may account for differences in noise levels.
095743 - ..
095744 - The problem first encountered at Bob's home in Nipomo occurred when
095745 - the temperature is dropping as winter approaches. Since Bob was in
095746 - the hospital did not really think about temperature. The computer was
095747 - off overnight and so dropped to room temperature, possibly 58 or so.
095749 - ..
095750 - Returning home to Concord Saturday night, brought the computer
095751 - upstairs. Turned the heat on because the house was cold from being
095752 - gone a week. So, when the computer was taken to Fry's the temperature
095753 - was likely about 65 degrees. This made the fan problem less evident.
095755 - ..
095756 - Returning from Fry's yesterday, left c16 in the front seat of the car
095757 - in the garage, so the temperature was again 56 or so. Therefore when
095758 - c16 was powered up, again at a low ambient temperature there was
095759 - another loud noice signalling the beginning stages of immenant
095760 - failure.
095762 - ..
095763 - Lessons learned...
095765 - ..
095766 - Without the temperature slightly lower than standard working
095767 - environments may not have been warned in time to take advantage of
095768 - service contract, due to expire next month. As well, eventual failure
095769 - might have more serious causing loss of data. In this case damage
095770 - from failure was contained by being able to draw data to another
095771 - computer, reported on 111102 0708. ref SDS 5 PP9V
095773 - ..
095774 - Discovering small problems in time to make corrections that prevent
095775 - big problems with the computer is similar to training that extends
095776 - endurance which signals small medical maladies in time to have heart
095777 - surgery that avoid death and makes recovery fast and fun, reported in
095778 - the record on 090908 1130. ref SDS 2 MY4N
095779 -
095781 - ..
095782 - Iris asked if the operating system reports the fan has failed?
095784 - ..
095785 - Reported there is no OS report on anything.
095787 - ..
095788 - Iris proposed restoring the computer to factory status to further
095789 - evaluate recovery approaches.
095791 - ..
095792 - Decided against this, since just need the fan installed.
095794 - ..
095795 - Iris said the customer has to get a box with appropriate padding and
095796 - protection for mailin the computer to HP. She will get a price to fix
095797 - the computer.
095799 - ..
095800 - Decided to ask the supervisor how to implement contract terms for HP
095801 - to install the fan.
095802 -
095803 -
095805 - ..
0959 -
0960 -
0961 - 1047
0962 -
096201 - Talked to Joann (voice sounds like a man).
096202 -
096203 - Joann said the HP Service Department cannot fix the computer.
096205 - ..
096206 - Joann understands the service contract can be interpreted to mean HP
096207 - will fix the fan problem, per review above, ref SDS 0 PS7Y, but the
096208 - the service department does not accept that interpretation.
096210 - ..
096211 - Joann will prepare documentation on this issue and transfer the call
096212 - to a complaint department which has authority to order repairs.
096214 - ..
096215 - Joann asked to hold the line for 35 minutes while they prepare the
096216 - record for transfer to Complaint Department, and then Iris will
096217 - transfer the call.
096219 - ..
096220 - Suggested they take my number and call back when the team is ready
096221 - for the customer to speak with the next department.
096223 - ..
096224 - Joann verified the telehpone number and then said it will be at most
096225 - 5 minutes.
096227 - ..
096228 - Asked why she said 35 minutes a minute ago, if it only takes 5
096229 - minutes.
096231 - ..
096232 - Joann laughed and explained that she said 3-to-5 not 35 minutes.
096234 - ..
096235 - Explained similar
096236 -
096237 -
096238 -
096240 - ..
0963 -
0964 -
0965 - 1051
0966 -
096601 - Iris came back online. She confirmed that Joann is a woman.
096602 -
096603 - Iris said the HP team is still working on paperwork to escalate the
096604 - problem to a complaint department.
096605 -
096606 -
096607 -
096609 - ..
0967 -
0968 -
0969 - 1058
0970 -
097001 - Talked Ruth
097002 -
097003 - Phone................................. 877 917 4380 ext 93
097005 - ..
097006 - Case number........................... 7502169334
097008 - ..
097009 - Ruth understands the service contract purchased on 101230 only
097010 - includes talking on the phone. She feels HP has no obligation to
097011 - perform services fixing problems.
097013 - ..
097014 - We reviewed the language in the contract listed at line
097015 -
097016 -
097018 - ..
0971 -
0972 -
0973 - 1557
0974 -
097401 - Ruth called back.
097402 -
097403 - She has received the letter sent this morning,
097405 - ..
097406 - She proposed a very constuctive solution.
097408 - ..
097409 - Gave her c16 password.
097411 - ..
097412 - Total cost.............................. $70.69
097414 - ..
097415 - Credit card.......
097417 - ..
097418 - Remove the battery for shipment.
097420 - ..
097421 - Repair order............................. HPW620-01
097423 - ..
097424 - Ruth said the new version of HP HDX X18T Premium series is the..
097425 -
097426 - HP ENVY 17
097427 -
097428 -
097429 -
097430 -
097431 -
097432 -
097433 -
097434 -
097435 -
097436 -
0975 -