CONTACTS
SUBJECTS
C18 Purchase Computer Procurement Order H121417210 Credit $100 Trans
3103 -
3103 - ..
3104 - Summary/Objective
3105 -
310501 - Follow up ref SDS 7 0000. ref SDS 6 0000.
310502 -
310503 -
310504 -
310505 -
310507 - ..
3106 -
3107 -
3108 - Progress
3109 -
310901 - Work Plan Configure C18 Questions Resolve Prior Shipment on 120302
310902 -
310903 - Follow up ref SDS 7 Q48O, ref SDS 6 Q48O.
310904 -
310905 - Implemented work plan on 120205, submitting questions to HP,
310906 - ref SDS 5 Q48O, on fine tuning the order,
310908 - ..
310909 - Dobie appologized for not calling back yesterday at 1400, as planned
310910 - in the call earlier on 120209 0950 at 1040. ref SDS 7 P17K He said
310911 - that a service call with another customer took over 4 hours, and
310912 - extended beyond his work day. When he finished, there wasn't time to
310913 - call back.
310915 - ..
310916 - Dobie explained it is hard to control the length of service calls,
310917 - because working solely by conversation causes miscommunication and
310918 - errors on complicated issues. Rework takes a lot of time correcting
310919 - mistakes, including overcoming language barriars.
310921 - ..
310922 - Rework problem is explained in NWO. ref OF 1 6915
310924 - ..
310925 - Dobie asked for an explanation of issues to resolve in this case?
310927 - ..
310928 - Explained again there are 7 issues presented with the letter sent to
310929 - HP on 120208 0627, ref SDS 6 KT9F, and citing the record on 120205
310930 - 0907. ref SDS 5 Q48O
310932 - ..
310933 - Dobie recalled we discussed yesterday using electronic correspondence
310934 - with links to essential records for fast, accurate communication that
310935 - saves time and money, reported on 120209 0950. ref SDS 7 T55I Dobie
310936 - explained that after discusion yesterday, he later asked his boss for
310937 - permission to work efficiently, as discussed ending the call yesterday
310938 - on 120209 0950. ref SDS 7 RN92
310940 - ..
310941 - Dobie said his boss "just doesn't get it."
310943 - ..
310944 - The boss complained this morning that spending 4 hours talking to a
310945 - customer yesterday caused Dobie to fail calling a cash paying customer
310946 - back on time, as related above. ref SDS 0 W64G
310948 - ..
310949 - Dobie tried explaining to the boss that HP's experience saving time
310950 - and money sending electronic communications to customers, as discussed
310951 - yesterdy on 120209 0950, ref SDS 7 DL6O, can be doubled by receiving
310952 - electronic communications from customers. Fast, accurate, clear
310953 - communications avoid mistakes and rework, reducing 4 hours talking to
310954 - the customer plus double and triple that calling back over days and
310955 - weeks to fix mistakes, to just 20 minutes. If this were not so, HP
310956 - would not go to the all the trouble sending electronic communications
310957 - to customers.
310959 - ..
310960 - Dobie said his boss won't budge. He wants HP sales agents to expedite
310961 - service calls and meet commitments without relying on HP's exerinece
310962 - saving time and money using electronic cummunications, and instead
310963 - rely solely on talking to customers on the telephone. He feels
310964 - talking is faster and easier than relying on the record.
310966 - ..
310967 - Dobie's boss refusal to empower staff to work intelligently, aligns
310968 - with prior work with HP refusing to open links, reported on 120202
310969 - 0932. ref SDS 4 S161 As well, other HP staff say they will get fired
310970 - for reading a letter presenting complex issues pending to conclude a
310971 - sale, reported on 120208 0627. ref SDS 6 I56I
310973 - ..
310974 - HP has demonstrated ability to submit correspondece to customrs, shown
310975 - on 120202 0932 at 1129. ref SDS 4 7N3I HP has further shown ability
310976 - to read letters from customers that save time and money. 120202 0932,
310977 - ref SDS 4 GV9O
310979 - ..
310980 - HP resistance to communicating with customers on saving time and money
310981 - today, has been a challenge for the past 20 years, reported on 920428
310982 - 1353. ref SDS 1 RX57 Failing to read the record today, prevents HP
310983 - from discovering that electronic communications from customers save
310984 - time and money like HP's electronic communications to customers,
310985 - further shown by example on 920428 1353. ref SDS 1 0N9P At that time
310986 - on 920428, a customer agent found the record was much more helpful
310987 - than anyone expected. ref SDS 1 I0HB Microsoft technical support also
310988 - found SDS records from the customer save time and money, reported on
310989 - 020606 0935. ref SDS 3 6B3H
310991 - ..
310992 - Dobie said it is hard to explain benefits of reading the record to
310993 - people who have no experience reading customer SDS records.
310995 - ..
310996 - Case study on 020504 shows ignrance, fear and denial prevents people
310997 - from using good management, despite law, regulations, policy, and
310998 - savings in time and money. ref SDS 2 NS6F
311000 - ..
311001 - We considered analogy to guide HP management.
311003 - ..
311004 - Suppose the boss hired a contractor to build a house. Would everbody
311005 - be comfortable building the house based on oral communication of
311006 - complicated details, like size width, location of doors, location on
311007 - the property, was that 1 car, 2 car, 3 car garage? Which way does the
311008 - door swing from the kitchen into the pantry? What appliances are
311009 - ordered? If everything was talking on the phone, there would be a
311010 - great many 4 hour service calls with Dobie's boss yelling about going
311011 - over and over the same thing, as Dobie did yesterday, related above.
311012 - ref SDS 0 W64G Doubtless after a few such 4-hour calls, like Dobie
311013 - had yesterday, the boss would insist on writing things down for
311014 - efficient case management.
311016 - ..
311017 - In this case, HP failure to review the record prevents avoiding prior
311018 - problems that HP could only solve by expending time and money sending
311019 - a mechanic to customer's site for repairs, despite ample notice to HP
311020 - on 120208 0627. ref SDS 6 KT9F
311021 -
311022 -
311023 -
3111 -
SUBJECTS
Default Null Subject Account for Blank Record
3203 -
320401 - ..
320402 - Price Protection Reduction
320403 -
320404 - Dobie noted that base price for computer has dropped today down to
320405 - 1100, compared to 1160 on the date of sale, reported on 120205 0907.
320406 - ref SDS 5 9W8K He offered $60 + $40 credit on current purchase for
320407 - price protection, as reported in the record on 120205 0907.
320408 - ref SDS 5 YM4Q
320410 - ..
320411 - He will process this today.
320413 - ..
320414 - Customer can request further price protection if there are further
320415 - price reductions on base price of h8qe computers on HP website, and
320416 - within 21 days after receiving the product, now scheduled for 120214.
320418 - ..
320419 - Tracking HP price changes shows...
320420 -
320421 - 120205................. 1160... 0... 0...... ref SDS 5 9W8 K
320422 - 120210................. 1100 60... 60...... ref SDS 0 LS4G
320423 - 120214................. 1022 78.. 138...... ref SDS 8 LS4 G
320424 -
320425 -
320426 -
320428 - ..
3205 -
3206 -
3207 - 2227
3208 -
320801 - Received letter from HP saying...
320802 -
320803 - 1. Subject: Your transaction record
320804 - Date: Fri, 10 Feb 2012 14:54:03 -0800 (PST)
320805 - From: hphomestore@inventsales.com
320806 - To: rod@welchco.com
320808 - ..
320809 - Online order receipt
320811 - ..
320812 - We have received your order number M121495190.
320814 - ..
320815 - 2. CREDIT 02/10/2012, 02:53:35 PST
320817 - ..
320818 - 3. Order summary
320819 -
320820 - 1. Item description...
320821 -
320822 - HP Pavilion HPE h8qe customizable Desktop PC
320823 -
320824 - 1. Genuine Windows 7 Home Premium [64-bit]
320825 - 2. 2nd Generation Intel(R) Core(TM) i7-3960X six-core processor [3.3GHz,
320826 - 3. Shared 15MB Cache]
320827 - 4. 16GB DDR3-1600MHz SDRAM [4 DIMMs]
320828 - 5. 2TB 7200 rpm SATA hard drive
320829 - 6. 500GB 7200 rpm SATA hard drive
320830 - 7. Microsoft(R) Office Starter: reduced-functionality Word & Excel w/ ads.
320831 - No PowerPoint or Outlook
320832 - 8. Norton Internet Security(TM) 2012 - 15 month
320833 - 9. 1GB DDR5 NVIDIA GeForce GTX 550 Ti [2 DVI, mini-HDMI. VGA adapter]
320834 - 10. 600W Power supply
320835 - 11. SuperMulti DVD Burner
320836 - 12. Premium Wireless-N LAN card and Bluetooth(R )(2x2)
320837 - 13. 15-in-1 memory card reader, 4 USB 2.0 (front), audio, 2 USB (top
320838 - rear-facing)
320839 - 14. No TV Tuner
320840 - 15. Beats Audio (tm) -- integrated studio quality sound
320841 - 16. HP wireless keyboard and wireless optical mouse
320843 - ..
320844 - 2. Product.......................... EPP_00_QC461AV#AB
320845 - 3. Qt............................... 1
320846 - 4. Unit Price....................... $60.00
320847 - 5. Your extended price.............. $60.00
320849 - ..
320850 - 4. Estimated ship date.................. March 2, 2012
320851 -
320852 - No tracking number available
320854 - ..
320855 - 5. Order subtotal....................... $60.00
320856 - Shipping............................. This item ships free
320857 - CA Tax............................... 0.00
320858 - Grand total......................... <$60.00
320860 - ..
320861 - 6. Shipping to:
320862 -
320867 - ..
320868 - s Payment method...
320869 -
320870 - Visa: XXXXXXXXXXXXXXXX0099
320871 - Credited Amount................... $60.00
320873 - ..
320874 - 7. Shipping option: 5-7 Business Days
320876 - ..
320877 - 8. Bill To....
320883 - ..
320884 - 9. Thank you for shopping the
320885 - HP Home & Home Office Store.
320886 -
320887 -
320889 - ..
3209 -
3210 -
3211 - 2233
3212 -
321201 - Received 2nd letter from HP saying...
321202 -
321203 - 1. Subject: Your HP Home & Home Office Store credit: M121495190
321204 - Date: Fri, 10 Feb 2012 22:56:03 +0000 (GMT)
321208 - ..
321209 - 2. HOME AND HOME OFFICE STORE
321210 -
321211 - http://www.shopping.hp.com/webapp/shopping/home.do
321212 -
321213 - 1-866-433-2028
321214 -
321215 - 3. CREDIT ISSUED
321216 -
321217 - 4. Hello...
321221 - ..
321222 - 5. Thank you for shopping at the HP Home & Home Office Store. The
321223 - following credit has been issued to your account:
321224 -
321225 - Credit total..................... $60.00
321226 - Reference number................. M121495190
321227 - Payment Table
321228 - Payment Type..................... VISA Card
321229 - Amount........................... $60.00
321231 - ..
321232 - 6. Please be aware that your credit card company or financial
321233 - institution may take up to 5 business days post the credit to
321234 - your account.
321236 - ..
321237 - 7. You may also visit....
321238 -
321239 - http://www.hpdirect.com
321240 -
321241 - ...and click on order status
321242 -
321243 - https://www.shopping.hp.com/webapp/shopping/order_status_sign_in.do
321244 -
321245 - ...to see your order transaction history.
321247 - ..
321248 - 8. Thank you for shopping at the HP Home and Home Office Store.
321249 - We hope you will visit us again for your future computing and
321250 - printing needs.
321252 - ..
321253 - 9. Sincerely,
321254 -
321255 - Customer Service Team
321256 -
321257 -
321258 -
321260 - ..
3213 -
3214 -
3215 - 2238
3216 -
321601 - Received 3rd letter from HP saying...
321602 -
321603 - 1. Subject: Your transaction record
321604 - Date: Fri, 10 Feb 2012 14:59:52 -0800 (PST)
321605 - From: hphomestore@inventsales.com
321606 - To: rod@welchco.com
321608 - ..
321609 - Online order receipt
321611 - ..
321612 - We have received your order number M121495191.
321614 - ..
321615 - 2. CREDIT 02/10/2012, 02:58:46 PST
321617 - ..
321618 - 3. Order summary
321619 -
321620 - 1. Item description...
321621 -
321622 - HP Pavilion HPE h8qe customizable Desktop PC
321623 -
321624 - 1. Genuine Windows 7 Home Premium [64-bit]
321625 - 2. 2nd Generation Intel(R) Core(TM) i7-3960X six-core processor [3.3GHz,
321626 - 3. Shared 15MB Cache]
321627 - 4. 16GB DDR3-1600MHz SDRAM [4 DIMMs]
321628 - 5. 2TB 7200 rpm SATA hard drive
321629 - 6. 500GB 7200 rpm SATA hard drive
321630 - 7. Microsoft(R) Office Starter: reduced-functionality Word & Excel w/ ads.
321631 - No PowerPoint or Outlook
321632 - 8. Norton Internet Security(TM) 2012 - 15 month
321633 - 9. 1GB DDR5 NVIDIA GeForce GTX 550 Ti [2 DVI, mini-HDMI. VGA adapter]
321634 - 10. 600W Power supply
321635 - 11. SuperMulti DVD Burner
321636 - 12. Premium Wireless-N LAN card and Bluetooth(R )(2x2)
321637 - 13. 15-in-1 memory card reader, 4 USB 2.0 (front), audio, 2 USB (top
321638 - rear-facing)
321639 - 14. No TV Tuner
321640 - 15. Beats Audio (tm) -- integrated studio quality sound
321641 - 16. HP wireless keyboard and wireless optical mouse
321643 - ..
321644 - 2. Product.......................... EPP_00_QC461AV#AB
321645 - 3. Qt............................... 1
321646 - 4. Unit Price....................... $40.00
321647 - 5. Your extended price.............. $40.00
321649 - ..
321650 - 4. Estimated ship date.................. March 2, 2012
321651 -
321652 - No tracking number available
321654 - ..
321655 - 5. Order subtotal....................... $40.00
321656 - Shipping............................. This item ships free
321657 - CA Tax............................... 0.00
321658 - Grand total......................... <$40.00
321660 - ..
321661 - 6. Shipping to:
321662 -
321667 - ..
321668 - s Payment method...
321669 -
321670 - Visa: XXXXXXXXXXXXXXXX0099
321671 - Credited Amount................... $40.00
321673 - ..
321674 - 7. Shipping option: 5-7 Business Days
321676 - ..
321677 - 8. Bill To....
321683 - ..
321684 - 9. Thank you for shopping the
321685 - HP Home & Home Office Store.
321686 -
321687 -
321689 - ..
3217 -
3218 -
3219 - 2233
3220 -
322001 - Received 4th letter from HP saying...
322002 -
322003 - 1. Subject: Your HP Home & Home Office Store credit: M121495190
322004 - Date: Fri, 10 Feb 2012 23:04:03 +0000 (GMT)
322008 - ..
322009 - 2. HOME AND HOME OFFICE STORE
322010 -
322011 - http://www.shopping.hp.com/webapp/shopping/home.do
322012 -
322013 - 1-866-433-2028
322014 -
322015 - 3. CREDIT ISSUED
322016 -
322017 - 4. Hello...
322021 - ..
322022 - 5. Thank you for shopping at the HP Home & Home Office Store. The
322023 - following credit has been issued to your account:
322024 -
322025 - Credit total..................... $40.00
322026 - Reference number................. M121495191
322027 - Payment Table
322028 - Payment Type..................... VISA Card
322029 - Amount........................... $40.00
322031 - ..
322032 - 6. Please be aware that your credit card company or financial
322033 - institution may take up to 5 business days post the credit to
322034 - your account.
322036 - ..
322037 - 7. You may also visit....
322038 -
322039 - http://www.hpdirect.com
322040 -
322041 - ...and click on order status
322042 -
322043 - https://www.shopping.hp.com/webapp/shopping/order_status_sign_in.do
322044 -
322045 - ...to see your order transaction history.
322047 - ..
322048 - 8. Thank you for shopping at the HP Home and Home Office Store.
322049 - We hope you will visit us again for your future computing and
322050 - printing needs.
322052 - ..
322053 - 9. Sincerely,
322054 -
322055 - Customer Service Team
322056 -
322057 -
322058 -
322059 -
322060 -
322061 -
322062 -
3221 -