CONTACTS
SUBJECTS
HP Ship New Printer Photosmart Plus e-All-in-One B210a Replace Defec
1403 -
1403 - ..
1404 - Summary/Objective
1405 -
140501 - Follow up ref SDS 4 LU8F.
140502 -
140503 -
140504 -
140506 - ..
1406 -
1407 -
1408 - Progress
1409 -
140901 - Talked to Rob following up telecon with Ruth yesterday on getting the
140902 - printer up and running, reported on 111109 1045. ref SDS 4 LU8F
140904 - ..
140905 - Case number...................... 7502173636
140907 - ..
140908 - Tel: 1-877-917-4380 ext. 95................... ref SDS 0 139H
140910 - ..
140911 - Rob advised that HP is sending out a new printer rather than invest
140912 - time trying to trouble shoot or otherwise fix the original printer
140913 - that has never worked consistently, and failed on 110623 0830.
140914 - ref SDS 3 0J6G
140915 -
140916 - [...below received letter from HP confirming HP Order
140917 - HQR17501. ref SDS 0 TV4H
140919 - ..
140920 - HP is shipping replacement printer today...
140921 -
140922 - Photosmart Plus e-All-in-One - B210a
140924 - ..
140925 - Prints, scans, copies, Web Built-in wireless 802.1 1b/g/n 3.45" color
140926 - touch display Printing from mobile devices via HP ePrint
140927 -
140928 - [...below received HP Work Order HQR17501. ref SDS 0 2W48
140929 -
140930 - [...below for some reason HP Work Order HQR17501 says HP
140931 - sending printer model Q8380 which seems to correlate to
140932 - C4780, which is the old printer being replaced, rather than
140933 - B210a planned by Rob. ref SDS 0 2W48
140935 - ..
140936 - [...below on 111110 0940 at 1230 letter to Ruth notifies HP
140937 - that work order does not list B210A printer, and requests
140938 - correction. ref SDS 0 X45P
140940 - ..
140941 - See Internet research on price range and specifications. ref SDS 0
140942 - RG9G
140944 - ..
140945 - System requirements same as prior printer, see below. ref SDS 0 V44H
140947 - ..
140948 - Asked Rob about prior challenges setting up the printer, reported on
140949 - 110102 2255. ref SDS 2 PC5H
140951 - ..
140952 - Rob said to call in and say you are a "Busines," rather than "home"
140953 - use, then we should get priority support.
140955 - ..
140956 - Rob also said the new printer we will get should be much easier to
140957 - setup, especially wireless. He said wireless can be set up directly
140958 - from the printer panel, rather than require initial USB connections.
140959 -
140961 - ..
1410 -
1411 -
1412 - 1015
141301 - ..
141302 - After the call, research on the Internet shows...
141303 -
141304 - http://www.shopping.hp.com/product/printer/Photosmart/1/storefronts/CN216A%2523B1H
141305 -
141306 - 1. Photosmart Plus e-All-in-One - B210a
141307 -
141308 - 2. List price.................................. $149.99
141309 - Selling price with discount................. 89.99
141311 - ..
141312 - 3. Touch your way to easy, affordable printing with our
141313 - Photosmart Plus e-All-in-One ? B210a. You'll get affordable
141314 - lab-quality photos, everyday documents, creative projects, and
141315 - Web pages. Plus, HP ePrint1 and integrated wireless will keep
141316 - you connected on the go.
141318 - ..
141319 - 4. Print photos and documents, make copies, and scan?all without
141320 - turning on your PC
141322 - ..
141323 - 5. Print affordably with individual HP inks; save money with our
141324 - high-capacity XL cartridges (sold separately) for frequent
141325 - printing
141327 - ..
141328 - 6. Print from the Web without a PC?photos, coupons, recipes,
141329 - greeting cards and more with customizable print apps4
141331 - ..
141332 - 7. Use the intuitive TouchSmart screen to make copies, photo
141333 - reprints, and scans
141335 - ..
141336 - 8. Print and share from multiple PCs via the integrated wireless
141338 - ..
141339 - 9. Just touch a button to print wirelessly
141341 - ..
141342 - 10. Print wirelessly from a smartphone with our mobile printing
141343 - apps
141345 - ..
141346 - 11. Print directly to your HP printer using a smartphone, laptop,
141347 - or other mobile device with HP ePrint
141349 - ..
141350 - 12. Print from your iPad, iPhone, or iPod touch7 wirelessly with
141351 - AirPrint
141353 - ..
141354 - 13. Save energy with this efficient, ENERGY STARŪ qualified
141355 - machine
141357 - ..
141358 - 14. Recycle: return your cartridges via our Planet Partners
141359 - program
141361 - ..
141362 - 15. Protect your investment with the one-year limited warranty
141363 - plus and one year of toll-free tech support
141365 - ..
141366 - 16. Get product questions answered toll-free, 24 x 7, or via
141367 - e-mail in as little time as an hour
141369 - ..
141370 - System Requirements
141371 -
141372 -
141373 - 1. Requires Internet connection to printer. Feature works with
141374 - any Internet- and e-mail-capable device. Print times may vary.
141375 - For a list of supported documents and image types, see
141376 -
141377 - http://www.hp.com/go/ePrintCenter.
141379 - ..
141380 - 2. Wireless performance depends on physical environment, distance
141381 - from access point.
141383 - ..
141384 - 3. Display-permanence rating by Wilhelm Imaging Research Inc. or
141385 - HP Image Permanence Lab; details:
141386 -
141387 - http://www.hp.com/go/printpermanence.
141389 - ..
141390 - 4. Requires wireless access point, Internet connection to
141391 - printer. Services may require registration. Apps availability
141392 - varies by country, language. Details:
141393 -
141394 - http://www.hp.com/go/ePrinterCenter.
141396 - ..
141397 - 5. Requires WPS router with integrated push button. Wireless
141398 - performance depends on physical environment, distance from
141399 - access point.
141401 - ..
141402 - 6. See details on compatible devices.
141403 -
141404 - http://www.hp.com/go/mobile-printing-solutions
141406 - ..
141407 - 7. Supports iOS 4.2 devices with Internet connection. Works with
141408 - HP ePrint-enabled printers and all-in-ones. Requires wireless
141409 - connection to printer. Wireless performance depends on
141410 - physical environment and distance from access point. iPad,
141411 - iPhone, iPod and AirPrint are trademarks of Apple Inc.,
141412 - registered in the U.S. and other countries.
141414 - ..
141415 - 8. Program availability varies. HP print cartridge return and
141416 - recycling available in more than 49 countries, territories,
141417 - regions in Asia, Europe, North and South America; see
141418 -
141419 - http://www.hp.com/recycle.
141420 -
141422 - ..
141423 - Deliverable from HP - What is in the Box?
141424 -
141425 -
141426 - 1. Printer
141427 - 2. Power supply
141428 - 3. Power cord
141429 - 4. Accessory bag
141430 - 5. HP 564 black cartridge (approx. 250 pages)
141431 - 6. HP 564 cyan, magenta, yellow cartridge (approx. 300
141432 - pages each)
141433 - 7. CD with software
141434 - 8. Reference guide
141435 -
141437 - ..
141438 - Product Reviews....
141439 -
141440 -
141441 - 1. Simple Set-up, Awesome Performance
141442 -
141443 - November 29, 2010
141445 - ..
141446 - Could not have been easier to setup. Just plugged it in
141447 - and followed the sequence of instructions on the LCD
141448 - display. Connected to my home wireless network with no
141449 - problems at all. Printer was discovered with no trouble by
141450 - my Apple devices running iOS4.2. Printing from iPad and
141451 - iPhone via AirPrint/ePrint is so easy. Setting up my
141452 - laptop was just as easy with the included CD. Absolutely
141453 - love the wireless printing! No more having to lug my
141454 - laptop to the printer to plug in USB cord just to print.
141455 - From anywhere in my house I can print anything. The ePrint
141456 - option to print via email is pretty cool too.
141458 - ..
141459 - 2. Another nice printer from HP
141460 -
141461 - November 5, 2011
141463 - ..
141464 - Since I bought it a month ago, I am very happy with it.
141465 - The airprint and e-print features are very useful. It also
141466 - allows wireless scan and print, which makes me more
141467 - confortable because I don't need to deal with wires. But
141468 - beware that the ink can run out very fast. Also I am
141469 - ** having a small problem, when printing, the screen starts
141470 - flashing! I don't know why and HP support spend a hour
141471 - with me trying to solve the problem, but still no luck.
141472 - However, other time than printing, the screen works
141473 - prefect, so I still think it's a nice printer.
141475 - ..
141476 - 3. Disappointed
141477 -
141478 - November 4, 2011
141480 - ..
141481 - Purchased 2-13-11 and on 10-29-11 the carriage began to
141482 - squeak when it moved along its rail while printing; yes,
141483 - the rail was lubricated. Best Buy worked with us for an
141484 - exchange printer.
141486 - ..
141487 - 4. Pleasant surprise!
141488 -
141489 - November 3, 2011
141491 - ..
141492 - I love my new HP printer. Arrival was very quick. Set up
141493 - ** and installation was a breeze. The print quality is great
141494 - and the wireless feature is very helpful. I am also very
141495 - pleased that it easily allows you to adjust tone &
141496 - brightness of a scanned item prior to printing or sending.
141497 - Great product and I just hope it lasts me as long as my
141498 - previous HP! Great purchase for the money!
141499 -
141500 -
141501 - 5. not really photosmart
141502 -
141503 - November 1, 2011
141504 -
141505 - ** this printer has trouble printing photos so i can not
141506 - recommend it. I had a heck of a time getting it to even
141507 - recognize that there is a photo tray. Now the photos are
141508 - coming out with a 1 in border even though I select
141509 - borderless. And they're printing in black and white. It is
141510 - not worth the time i've spent getting it this far. I'm
141511 - ready to throw this one away. What a pain!
141513 - ..
141514 - 6. Eprinter Works Well
141515 -
141516 - October 29, 2011
141518 - ..
141519 - Works great, eprinting from both my hp desktop and apple
141520 - iPad .....little to no initial setup required beyond
141521 - plugging into ac outlet. Clear and beautiful color photo
141522 - printing with separate input for smaller photo paper sizes
141523 - such as 5x7 and 4x6 inch.
141525 - ..
141526 - 7. All-in-One Printer - B210a
141527 -
141528 - October 19, 2011
141530 - ..
141531 - This printer is very easy to set up and to use. The print
141532 - and pictgure quality is excellent. I love the wireless
141533 - capability. For the cost of this printer, HP has a real
141534 - winner in this product.
141535 -
141537 - ..
1416 -
1417 -
1418 - 1035
1419 -
141901 - Received letter from HP confirming work order to replace defective
141902 - printer reported by Rob in a call earlier this morning, per above.
141903 - ref SDS 0 TY5H
141904 -
141905 - 1. Subject: HP Order Confirmation -- HQR17501
141906 - Date: Thu, 10 Nov 2011 17:57:26 +0000
141907 - From: warp.mail@hp.com
141908 - To: rod@welchco.com
141910 - ..
141911 - 2. Dear Customer,
141913 - ..
141914 - 3. In an ongoing effort to ensure satisfaction with our service,
141915 - we have attached a confirmation of your recent Hewlett-Packard
141916 - Support Solution. Please retain this document for your
141917 - records.
141919 - ..
141920 - 4. The warranty status listed below is contingent upon the
141921 - accuracy of the model number, serial number and proof of
141922 - purchase (if required). Please verify that all information is
141923 - accurate. If any of the information is incorrect, or if you
141924 - have questions regarding customer service on your HP product,
141925 - please contact our HP Customer Care center using the
141926 - appropriate telephone number listed in your product user
141927 - manual.
141929 - ..
141930 - 5. ***Important: Please do not reply to this email. This mailbox
141931 - is not set up to receive email.***
141933 - ..
141934 - 6. You can check the current status of your order online at:
141935 -
141936 - https://warp1.external.hp.com/CSO_Status/Order_Lookup.asp?country=US
141938 - ..
141939 - 7. You will need to enter your order number (HQR175) and postal
141940 - code.
141942 - ..
141943 - 8. Great support is still available around the clock by logging in
141944 - to
141945 -
141946 - http://www.hp.com/go/support
141948 - ..
141949 - 9. Award-winning HP Customer Care brings a world of support
141950 - services right to your desktop. You'll find tips and tricks,
141951 - troubleshooting help, drivers, community forums, e-mail
141952 - technical support (only available on some products) and much
141953 - more to help you quickly get the answers you need.
141955 - ..
141956 - 10. Sincerely,
141958 - ..
141959 - HP Customer Care
141960 -
141962 - ..
141963 - Hewlett-Packard Customer Service Order:
141964 -
141965 - Received following work order confirming scope of warranty
141966 - replacement discussed with Rob above to repair product defects in
141967 - HP printer. ref SDS 0 KP6K
141968 -
141969 - 1. Customer Service Order Number: HQR175-01
141970 - 2. CSO Placement Date: 11/10/2011
141972 - ..
141973 - 3. Model Number: Q8380A
141974 - Model Description: HP PHOTOMART C4780 AIO PRI
141975 - Serial Number: CN05OM22HZ
141976 - Part Number: N/A
141977 - Part Description:
141979 - ..
141980 - For some reason model number Q8380A in HP work order is different from
141981 - product B210A proposed in the call with Rob this morning, per above.
141982 - ref SDS 0 UK6G
141983 -
141984 - [...below on 111110 0940 at 1230 letter to Ruth notifies HP
141985 - that work order does not list B210A printer, and requests
141986 - correction. ref SDS 0 X45P
141988 - ..
141989 - Research on the Internet indicates Q8380A is C4780 which is the
141990 - printer we have, reported on 101208 1333. ref SDS 1 KT80 In fact, the
141991 - model description in the work order also sayd C4780, per above.
141992 - ref SDS 0 2W55
141994 - ..
141995 - Work Order Number HQR175-01 continues...
141996 -
141997 - 4. You selected the following Hewlett-Packard
141998 - Hardware Support Service for your product:
141999 -
142000 - HP EXPRESS EXCHANGE NEXT BUSINESS DAY DELIVERY METHOD
142002 - ..
142003 - 5. Warranty Status: In Warranty
142005 - ..
142006 - 6. Total charge (including tax, if applicable): $0.00
142008 - ..
142009 - 7. Payment Method: No Payment
142010 -
142011 -
142012 -
142014 - ..
1421 -
1422 -
1423 - 1220
1424 -
142401 - Since Rob did not provide contact information to follow up the call
142402 - this morning, per above, ref SDS 0 TY5H, submitted letter to Ruth at
142403 - HP linked to this record and asking Ruth to forward the letter to Rob
142404 - in order to clarify and otherwise correct any mistakes the work
142405 - order, saying...
142406 -
142407 - 1. Subject: Re: HP Reference Number: 7502169334
142408 - Date: Thu, 10 Nov 2011 12:38:46 -0800
142412 - ..
142413 - 2. Dear Ruth,
142415 - ..
142416 - 3. Thanks for good support in your letter this morning, shown below.
142418 - ..
142419 - 4. On the printer, I got a call from Rob this morning for case
142420 - 7502173636. Rob said that HP is shipping a new printer "B210a"
142421 - today that upgrades the defective printer, and so will not have
142422 - the prior problems. ref SDS 0 TY5H All a good solution.
142424 - ..
142425 - 5. Later this morning, received HP's work order which seems to say
142426 - that HP is actually shipping the old printer, rather than B210a
142427 - (see line 141973 (item #3). ref SDS 0 2W48
142429 - ..
142430 - 6. Rob did not provide contact information during the call this
142431 - morning. Can you please forward this letter to Rob, so he can
142432 - investigate and take corrective action in time to avoid an
142433 - error in shipping.
142435 - ..
142436 - 7. Can you please ask Rob or someone to call and verify that HP is
142437 - shipping the B210A.
142439 - ..
142440 - 8. Thanks very much...
142442 - ..
142443 - 9. Second - on HP HDX X18T - the computer (c16) was shipped to HP
142444 - yesterday. Afterwards I discovered failure to remove the
142445 - battery, and called you. In our call, you indicated this will
142446 - not cause a problem.
142448 - ..
142449 - 10. Later, after talking to you yesterday, I was notified by a
142450 - colleague/friend there is a risk that HP Service Department
142451 - might send a new computer [...see the record on 111109 1045,
142452 - ref SDS 4 1P4W...] (like a HP is sending a new printer, per
142453 - above, ref SDS 0 UK6G), or otherwise mess up existing
142454 - configuration.
142456 - ..
142457 - 11. In your letter today (see below), you suggest removing the hard
142458 - disks. However, I can't remove the hard disks, because HP now
142459 - has the computer.
142461 - ..
142462 - 12. As stated in the letter this morning, after you left work, I
142463 - called and talked to your colleague, Mike. He said there is no
142464 - risk of HP Service folks doing anything other than replacing
142465 - the fan. [...reported on 111109 1045, ref SDS 4 LS3F...]
142467 - ..
142468 - 13. So, this letter is informational confirming notice that the
142469 - computer should not be exchanged nor otherwise altered in any
142470 - way that disrupts customer's software configuration, and if it
142471 - is, then an image backup should be performed and restored, so
142472 - the computer is returned with the same software configuration
142473 - that it was shipped.
142475 - ..
142476 - 14. Thanks again for excellent support.
142477 -
142483 -
142484 -
142486 - ..
1425 -
1426 -
1427 - 1251
1428 -
142801 - Called Ruth at HP to follow up letter requesting correction on
142802 - printer work order.
142803 -
142804 - Ruth E
142805 - HP Case Manager
142806 - HP AMS TCO Escalations Team
142807 - Tel: 1-877-917-4380 ext. 93
142809 - ..
142810 - Talked to Jennifer.
142812 - ..
142813 - She asked for case number.
142815 - ..
142816 - Gave her 7502169334, and explained calling for Ruth to follow up the
142817 - letter just submitted, per above. ref SDS 0 F27M
142819 - ..
142820 - Jennifer asked for case number on the printer problem?
142822 - ..
142823 - Gave her 7502173636, per call from Rob at HP shown above. ref SDS 0
142824 - TY5H
142826 - ..
142827 - Jennifer said that Rob's extension is #95 at the same number for Ruth,
142828 - per above, ref SDS 0 0V7G, and all the case managers.
142830 - ..
142831 - Jennifer said that both Ruth and Rob are talking to other customers.
142833 - ..
142834 - Jennifer sent a note to Rob asking him to call the customer and that
142835 - a letter was sent to Ruth for Rob, because there was no contact
142836 - information for Rob.
142837 -
142839 - ..
1429 -
1430 -
1431 - 1302
1432 -
143201 - Rob called back.
143202 -
143203 -
143204 -
143205 -
143206 -
143207 -
143208 -
143209 -
1433 -