CONTACTS
SUBJECTS
Default Null Subject Account for Blank Record
0903 -
0903 - ..
0904 - Summary/Objective
0905 -
090501 - Follow up ref SDS 12 0000. ref SDS 11 0000.
090502 -
090503 -
090504 -
090506 - ..
0906 -
0907 -
0908 - Progress
0909 -
090901 - Background on 111107, called and arranged for HP to repair c16,
090902 - reported in the record on 111107 0833. ref SDS 12 I49N
090904 - ..
090905 - Received mailer from Fedex this morning.
090907 - ..
090908 - Filled out forms, and put the computer in the mailer box.
090909 -
090911 - ..
0910 -
0911 -
0912 - 1219
0913 -
091301 - Stopped at Fedex on Monument near Highway 690 in Concord, and mailed
091302 - the computer to HP in Fremont, CA
091303 -
091305 - ..
0914 -
0915 -
0916 - 1530
0917 -
091701 - Realized did not remove the battery as Ruth recommended, reported on
091702 - 111107 0833. ref SDS 12 554M
091703 -
091705 - ..
0918 -
0919 -
0920 - 1540
0921 -
092101 - Called HP for Ruth.
092103 - ..
092104 - Talked to Mike.
092106 - ..
092107 - Mike said that Ruth is on another call. He will tell her of the
092108 - call, and ask her to call back before going home today.
092109 -
092111 - ..
0922 -
0923 -
0924 - 1548
0925 -
092501 - Ruth called back.
092503 - ..
092504 - Notify Ruth that forgot to remove battery when c16 was shipped this
092505 - morning...
092506 -
092507 - Subject: Re: HP Reference Number........ 7502169334
092508 - Repair order............................ HPW620-01
092509 -
092510 - Ruth E
092511 - HP Case Manager
092512 - HP AMS TCO Escalations Team
092513 - Tel: 1-877-917-4380 ext. 93
092514 -
092516 - ..
0926 -
0927 -
0928 - 1540
0929 -
092901 - HP Photosmart C4780
092902 -
092903 - Need guidance on fixing printer, received on 101213 1325. ref SDS 4
092904 - Y65H
092905 -
092907 - ..
0930 -
0931 -
0932 - 1603
0933 -
093301 - Talked to Jennifer.
093302 -
093303 - She transferred the call to Ruth.
093304 -
093306 - ..
0934 -
0935 -
0936 - 1604
0937 -
093701 - Talked to Ruth.
093702 -
093703 - Reported c16 was mailed today. Forgot to remove the battery,
093704 - requested by Ruth yesterday on 111107 0833. ref SDS 12 554M
093706 - ..
093707 - Ruth said that is not a big issue. Sometimes it's good for the
093708 - repair team to have the battery in order to test and verify the
093709 - battery is good.
093711 - ..
093712 - She will note in the record that the customer called and reported the
093713 - mistake.
093714 -
093715 -
093716 -
0938 -
SUBJECTS
Printer HP Photosmart C4780 Repair Work Order Entered by Ruth Copy E
1703 -
170401 - ..
170402 - Printer Repair Order Entered
170403 -
170404 - Follow up ref SDS 7 0001.
170405 -
170406 - While talking to Ruth on fixing the problem with c16, per above,
170407 - ref SDS 0 855G,
170409 - ..
170410 - Explained problems with printer....
170411 -
170412 - 1. Out of paper error message is a mistake because the printer
170413 - has paper is loaded, previously reported on 110623 0830.
170414 - ref SDS 7 0J6G
170416 - ..
170417 - 2. Wireless connection fails.
170418 -
170419 - [On 111110 0940 HP sending new printer upgrade supposed
170420 - to be easier to set up and more reliable doing wireless
170421 - printing. ref SDS 13 TY5H
170423 - ..
170424 - 3. Printer technical support in the past has been with people
170425 - that cannot be understood, so working with them is more
170426 - aggrevating than not having the printer - see case study on
170427 - 110102 2255. ref SDS 6 PC5H
170428 -
170429 - [On 111110 0940 Rob and HP recommends when calling for
170430 - tech support select "business" rather than "home" use
170431 - and get priorty assistance. ref SDS 13 KP70
170433 - ..
170434 - Ruth found the printer contract and said we have 28 days left on the
170435 - warranty.
170437 - ..
170438 - Ruth opened a repair order on the printer. She said someone will
170439 - call tonight or tomorrow to trouble the printer.
170440 -
170441 - [On 111110 0940 HP sending new printer upgrade supposed
170442 - to be easier to set up and more reliable doing wireless
170443 - printing. ref SDS 13 TY5H
170444 -
170445 -
170446 -
1705 -
SUBJECTS
Default Null Subject Account for Blank Record
2303 -
2304 - 1649
230501 - ..
230502 - C16 Verify HP Does Not Change Software Configuration of OS
230503 -
230504 -
230505 - Called Morris.
230507 - ..
230508 - Explained that HP is fixing c16 heat sink fan on c16.
230510 - ..
230511 - Morris said that often a major repair center will have protocols to
230512 - perform full system diagnostics.
230514 - ..
230515 - They will repair anything that the diagnostics indicate are faulty or
230516 - near failure.
230518 - ..
230519 - Morris said that HP might wind up sending out a new machine, rather
230520 - than fix the fan or other issues discovered with diagnstics, because
230521 - this is faster than spending hours fixing and then testing complex
230522 - repairs.
230524 - ..
230525 - Morris said we should have made an image backup to restore the current
230526 - configuration, so if we get a new machine, we don't have to spend a
230527 - week configuring everything, as occurred when the machine was
230528 - purchased, shown by case study on 090715 2123. ref SDS 2 PX6N
230530 - ..
230531 - Explained that HP did not notify the customer to perform an image
230532 - backup to recover configuration as sent to HP repair center. HP said
230533 - to do a "backup," which is much different from an image backup needed
230534 - to restore a particular configuration.
230535 -
230536 -
230537 -
230539 - ..
2306 -
2307 -
2308 - 1653
2309 -
230901 - Called HP and talked to Michael.
230902 -
230903 - He said there is no likelyhood that the factory will do anything to
230904 - the hard drive, so there is no need to for the customer to have
230905 - performed an image backup.
230907 - ..
230908 - Michael will notify Ruth of this call, and let her know of the
230909 - concern, raised by Morris, per above. ref SDS 0 1P4W
230910 -
230911 -
230912 -
230913 -
230914 -
230915 -
230916 -
2310 -