CONTACTS
SUBJECTS
Default Null Subject Account for Blank Record
2503 -
2503 - ..
2504 - Summary/Objective
2505 -
250501 - Follow up ref SDS 6 0000, ref SDS 5 0000.
250502 -
250503 -
250504 -
250505 -
250506 -
250508 - ..
2506 -
2507 -
2508 - Progress
2509 -
250901 - Submit claim to replace the computer, per report on 120214 1433.
250902 - ref SDS 4 D43G
250904 - ..
250905 - On 120217, Dustin said to submit a claim for correcting error
250906 - delivering incorrect, and defective products. ref SDS 6 OS5F,
250907 -
250908 - 1. C18 was purchased with HP order H121417210 on 120205, to
250909 - provide high performance processing for better productivity,
250910 - reported on 120205 0907. ref SDS 3 6A5M
250911 -
250912 - [On 120221 0653 at 0952 Alexander in HP Sales Escalation
250913 - Department will facilitate support from Case Manager within
250914 - 3 days to resolve pending issues on getting wrong computer.
250915 - ref SDS 9 IL4M
250917 - ..
250918 - [On 120221 0653 at 1007 in telephone quality control
250919 - survery gave verbal report on problems with this order, and
250920 - requested call back to resovle. ref SDS 9 49T9
250922 - ..
250923 - 2. Research with HP sales staff and Internet specs resulted in
250924 - ordering h8qe desktop with maximum processor, memory, video,
250925 - and disk storage, 120205 0907, ref SDS 3 RE3K, intending to buy
250926 - maximum performance with benchmarked components, also reported
250927 - on 120205 0907, ref SDS 3 JN4F, based on representations by HP
250928 - sales staff.
250930 - ..
250931 - 3. C18 was received from HP 9 days leter on 120214, ref SDS 4
250932 - 7T9I, and 3 weeks ahead of schedule on 120302.
250934 - ..
250935 - 4. Problem #1 - peripherals failed.
250936 -
250937 - Wireless mouse and keyboard failed to work with the computer,
250938 - reported on 120214 1433, ref SDS 4 4N3M
250940 - ..
250941 - 5. Problem #2 - customer received wrong computer, verified by HP
250942 - sales agent, Sierra, on 120215 1731. ref SDS 5 JT5N
250944 - ..
250945 - Sierra noted failure of keyboard and mouse demonstrate failure
250946 - to comply with HP specifications. ref SDS 5 HO7O
250948 - ..
250949 - HP Packing List and software diagnostics with Piriform Speccy,
250950 - on C18 show several issues....
250951 -
250952 - a. HP shipped h8 1280t rather than h8qe, shown on in Packing
250953 - List received with the computer on 120214 1433. ref SDS 4
250954 - HA6N
250956 - ..
250957 - This is verified by software diagnostics, also on 120214
250958 - 1433 at 1745. ref SDS 4 D43G Examination of CPU case, also
250959 - shows h8 1280t.
250961 - ..
250962 - Research indicates h8 1280t was recently announced by HP on
250963 - 120131, shown on 120214 1433. ref SDS 4 HF4N
250965 - ..
250966 - Product number for h8 1280t................. QC461AV
250968 - ..
250969 - This is the same as product ID for c18 purchased as h8e in
250970 - the order on 120205 0907. ref SDS 3 6A66
250972 - ..
250973 - This indicates h8qe specifications should be the same as
250974 - for h8 1280t; however, diagnostics show c18 has out of spec
250975 - components, which explains why keyboard and mouse don't
250976 - work.
250978 - ..
250979 - b. C18 received from HP ordered as model h8qe has neither
250980 - components of h8 1280t, nor expected specifications using
250981 - Intel DX79SI Motherboard and X79 Extreme chipset to support
250982 - Sandybridge E technology, which have published performance
250983 - tests that support HP's claims that h8qe is the fastest
250984 - ever, or words to that effect, reported on 120205 0907.
250985 - ref SDS 3 JN4F Components on c18 identified by diagnostics
250986 - on 120214 1433, ref SDS 4 I13F, have no published
250987 - specifications showing compliance with intent to yield
250988 - advertized highest performance and unbelievable power,
250989 - shown by benchmarking reviewed on 120205 0907. ref SDS 3
250990 - W492, and planning in placing the order for HP model h8qe,
250991 - also shown on 120205 0907. ref SDS 3 6A5M
250993 - ..
250994 - c. Solutions...
250995 -
250996 - 1. Ship h8 1280t configured according to HP specifications
250997 - listed on 120214 1433, ref SDS 4 HF4N, which appear to
250998 - satisfy customer intent to buy high performance; or,
251000 - ..
251001 - 2. Ship h8qe configured with benchmarked high performance
251002 - components Intel DX79SI Motherboard and X79 Chipset and
251003 - tested successfully for overclocking, as listed on
251004 - 120205 0907, ref SDS 3 W492, and thereby satisfy
251005 - customer intent to purchase high performance.
251007 - ..
251008 - d. HP was notified on 120215 of product shipping mistake. At
251009 - that time, sales agent determined wrong computer was
251010 - shipped and issued an order to pick it up for replacement
251011 - with product that complies with HP specifications.
251012 - ref SDS 5 178L
251014 - ..
251015 - e. On 120217 HP did not pick up the computer so called Sales
251016 - Department. Sierra was not available. Spoke with Dustin.
251017 - He advised of having cancelled Sierra's order to replace
251018 - defective computer on grounds that a factor worker put the
251019 - wrong label on the case. 120217 0750, ref SDS 6 UI6N
251021 - ..
251022 - 6. Additions - TV tuner and alternate video card
251023 -
251024 - For either solution, please include TV turner, and call to
251025 - discuss replacement video/graphics card that provides
251026 - comparable high performance but with standard HDMI port that
251027 - avoids risk inherent to mini-HDMI design, presented in the
251028 - record on 120214 1433. ref SDS 4 KI6G
251030 - ..
251031 - Customer recognizes additions entail added expense.
251032 -
251033 - [On 120221 0653 at 0952 Alexander in HP Sales Escalation
251034 - Department will facilitate support from Case Manager within
251035 - 3 days to resolve pending issues on getting wrong computer.
251036 - ref SDS 9 IL4M
251037 -
251038 -
251039 -
2511 -
SUBJECTS
Default Null Subject Account for Blank Record
2603 -
260401 - ..
260402 - Case Study Order C18 H8 1280t Correct Problems Receive Wrong Computer
260403 -
260404 -
260405 - 1. Kristin in HP Sales Department collaborated
260406 - professionally and effectively through calls
260407 - and correspondence that saved time and money
260408 - solving problems and exploiting opportunities
260409 - on order H114355414 to satisfy customer
260410 - requirements buying high performance
260411 - desktop computer c17, shown in case
260412 - study #9 to #35..................... 101115 1843, ref SDS 1 653F
260414 - ..
260415 - 2. Tony in HP Case Manager Department collaborated
260416 - professionally and effectively through calls
260417 - and correspondence that saved time, and money
260418 - resolving defects in desktop comuter c17
260419 - under order H114355414 that satisfied
260420 - customer requirements for timely,
260421 - comprehensive solutions,
260422 - shown in case study
260423 - #96 to #165......................... 101115 1843, ref SDS 1 HR9K
260425 - ..
260426 - 3. C18 procurement investigate numerous letters
260427 - from HP with links to Internet addresses
260428 - offering highest ever performance computers
260429 - for sale that may solve slow
260430 - performance running SDS
260431 - java................................ 120202 0932, ref SDS 2 W35H
260433 - ..
260434 - 4. Ryan in HP Sales Department reported new
260435 - policy prevents saving time and money with
260436 - calls and correspondence for timely, accurate
260437 - communication, used by Kristin and
260438 - Tony for prior order
260439 - on c17.............................. 120202 0932 at 1553, ref SDS 2 PM6O
260441 - ..
260442 - 5. Ryan in Sales Department said HP will not
260443 - disclose models for components that show
260444 - computers provide highest performance,
260445 - indicated customers can find research on
260446 - the Internet for motherboard and chipsets
260447 - configured with Intel i7-3960X Sandy
260448 - Bridge Extreme Edition
260449 - processors.......................... 120202 0932, ref SDS 2 HZ4J
260451 - ..
260452 - 6. C18 purchased with HP order H121417210
260453 - high performance computer to improve slow
260454 - software with fastest Intel 6 core
260455 - i7-3960X processor based on benchmark
260456 - components DX79SI motherboard
260457 - and X79 Express
260458 - chipset............................. 120205 0907, ref SDS 3 6A5M
260460 - ..
260461 - 7. Order H121417210 Fedex delivered box
260462 - for h8qe but Packing List says HP delivered
260463 - h8 1280t Intel (Pittsburg) motherboard;
260464 - aligns with label on CPU case,
260465 - and with software
260466 - diagnostics......................... 120214 1433, ref SDS 4 HA6N
260467 - but wirless keyboard and mouse
260468 - both fail........................... 120214 1433, ref SDS 4 HG62
260469 - diagnostics show motherboard
260470 - and chipset installed on
260471 - computer............................ 120214 1433, ref SDS 4 HF4N
260472 - both conflict with specifications
260473 - for h8 1280t........................ 120214 1433, ref SDS 4 7260
260474 - benchmark tests show defective
260475 - h8 1280t received today with keyboard
260476 - and mouse failing and out of spec
260477 - components also does not meet
260478 - performance objectives, and
260479 - is actually slower than c17
260480 - HP 490t purchased 2 years
260481 - ago................................. 120214 1433, ref SDS 4 QQ9O
260483 - ..
260484 - 8. Sierra in HP Sales Department determined
260485 - HP made mistake delivering wrong computer,
260486 - and h8 1280t delivered does conform to HP
260487 - specifications; Sierra issued order for
260488 - HP to pick up defective h8 1280t and she
260489 - will submit specifications on h8qe for
260490 - customer to decide on repairing
260491 - h8 1280t to meet HP specs; or
260492 - replacing with h8qe assembled
260493 - with specified
260494 - parts............................... 120215 1731, ref SDS 5 E353
260496 - ..
260497 - 9. Dustin in Sales Department reported
260498 - HP did not send wrong computer, but only
260499 - put wrong label on the right computer;
260500 - since packing slip lists wrong computer
260501 - and since diagnostics show components
260502 - conflict with HP specifications
260503 - Dusin said to file complaint
260504 - in order to correct mistakes
260505 - on order H121417210................. 120217 0750, ref SDS 6 PPXX
260507 - ..
260508 - 10. Mary in HP Exchange Department contacted
260509 - to correct mistakes reported by Sierra in
260510 - HP Sales Department; Mary sending mailing
260511 - label to return wrong computer and
260512 - replace with h8 1280t conformed
260513 - to specifcations.................... 120220 2121, ref SDS 8 F58N
260515 - ..
260516 - 11. Samual HP Technical Support India 3-hour
260517 - call HP claims 6-core processor not
260518 - compatible h8qe and h8 1280t; recommends
260519 - counterintuitive solution to optimize
260520 - performance by replace 6-core i7
260521 - with 4- core I7 to increase
260522 - performance of h8qe
260523 - computer............................ 120220 2121 at 2148, ref SDS 8 PPXU,
260525 - ..
260526 - 12. Alexander HP Sales Escalation
260527 - applies price protection
260528 - price reduction..................... 120221 0653 at 0941, ref SDS 9 0176
260530 - ..
260531 - 13. Alexander HP Sales Escalation explains
260532 - HP changes name of h8qe when customized
260533 - to h8 1280t. Since HP delivered computer
260534 - without components specified for h8 1280t,
260535 - and since keyboard and mouse don't work,
260536 - Alexander facilitated call from Case Manager
260537 - Department to correct mistakes and
260538 - replace defective h8 1280t assembled
260539 - without specified
260540 - components.......................... 120221 0653 at 1002, ref SDS 9 V447
260542 - ..
260543 - 14. Quality control survey processing
260544 - HP order H121417210................. 120221 0653 at 1027, ref SDS 9 49T9
260546 - ..
260547 - 15. Russel HP Sales Escalation called
260548 - on coupon discounts................. 120221 0653 at 1048, ref SDS 9 IL9R
260550 - ..
260551 - 16. Russel HP Sales Escalation called and
260552 - advised HP's letter on 20216 awarded
260553 - 25% discount for President's Day; HP
260554 - refused discount saying offer expired
260555 - on 120219; HP awarded 10% discount
260556 - without escalating to hiigher
260557 - level and this was
260558 - accepted............................ 120222 1125, ref SDS 10 XR7J
260560 - ..
260561 - 17. Justin Case Management left message
260562 - on fixing problem HP delivered h8 1280t
260563 - delivered out of spec; assigned case #
260564 - 7502310330, and implementing work
260565 - by Alexander in Sales Escalation
260566 - Department.......................... 120222 1928, ref SDS 11 E46L
260568 - ..
260569 - 18. Justin Case Management sent letter
260570 - confirming telephone message HP fixing
260571 - problem delivered h8 1280t computer
260572 - delivered out of spec refer
260573 - to 7502310330....................... 120222 1928 at 1942, ref SDS 11 PQ4J
260575 - ..
260576 - 19. Richard Case Management called on
260577 - problem 7502310330 and reported HP
260578 - policy to correct mistake delivering
260579 - defective product; issued repair
260580 - order to conform h8 1280t with HP
260581 - published specifications on
260582 - Sandy Bridge E motherboard
260583 - and X79 Extreme
260584 - chipset............................. 120222 1928 at 2030, ref SDS 11 747K
260586 - ..
260587 - 20. Richard Case Management called and
260588 - reported HP policy mistake issuing
260589 - order to repair defective h8 1280t
260590 - said HP policy is for customer to
260591 - keep defective product or return
260592 - and replace with h8qu computer
260593 - without specifications to
260594 - evaluate product defects
260595 - and performance..................... 120223 1119, ref SDS 12 E46L
260597 - ..
260598 - 21. Letter to HP confirming HP commitment
260599 - previous day to repair defective
260600 - h8 1280t computer by replacing with
260601 - components specified for high
260602 - performance......................... 120223 1119 at 1138, ref SDS 12 794G
260604 - ..
260605 - 22. Richard Case Management submitted
260606 - letter received in afternoon stating
260607 - determination that HP delivered
260608 - wrong computer...................... 120223 1119 at 1408, ref SDS 12 K57V
260609 - HP makes mistake failing to relate
260610 - alleged mistake applying HP policy to
260611 - repair defective products; makes another
260612 - mistake omitting commitment and order
260613 - placed last night to repair defective
260614 - computer h8 1280t by installing specified
260615 - components; and further mistates communication
260616 - alleging customer requested that HP install
260617 - components specified for h8qe computer
260618 - to repair defective h8 1280t
260619 - computer............................ 120223 1119, ref SDS 12 K581
260620 - when HP was actually asked at all
260621 - times to conform h8 1280t with product
260622 - specifications, shown by telecon with
260623 - Sierra in HP Sales
260624 - Department.......................... 120215 1731, ref SDS 5 JT5N
260625 - HP notifies customer that repair
260626 - order to conform h8 1280t to product
260627 - specifications cannot be processed because
260628 - HP made a business decision to install
260629 - components that are not specified
260630 - for the computer.................... 120223 1119, ref SDS 12 SE8V
260632 - ..
260633 - 23. Richard Case Management submitted
260634 - letter saying customer can exchange
260635 - defective h8 1280t delivered with
260636 - components that do meet HP specifications
260637 - for an h8qe computer entered in the
260638 - original order, and for which there
260639 - are no published specifications
260640 - evaluate performance on the
260641 - order............................... 120223 1119, ref SDS 12 K590
260643 - ..
260644 - 24. Russel HP Sales Escalation Department
260645 - notified about new letter from HP extending
260646 - time of Presidential Sale that may qualify
260647 - for full 25% discount which was reduced
260648 - to 10% on 120221, because HP mistakenly
260649 - believed in good faith sale had
260650 - expired............................. 120224 1146, ref SDS 13 6X8P
260652 - ..
260653 - 25. Russel HP Sales Escalation Department
260654 - notified of problems and delays correcting
260655 - defective h8 1280t computer delivered
260656 - by HP............................... 120224 1146, ref SDS 13 6X9X
260657 - ask Russel to facilitate assigning
260658 - someone to take ownership solving this
260659 - problem, noting communication breakdown
260660 - with Case Management channel on mistatements
260661 - of commitments, failure to perform HP's
260662 - sales commitment, and misstating policy
260663 - on conforming HP products
260664 - to specifications................... 120224 1146, ref SDS 13 6X6P
260666 - ..
260667 - 26. Quality control - another survey
260668 - requesting customer feedback on order
260669 - H121417210; cited letter to Russel in
260670 - HP Sales Department requesting help
260671 - finding effective communication
260672 - channel............................. 120225 0614 at 1027, ref SDS 14 E46L
260674 - ..
260675 - 27. Quality control - 3rd survey requested
260676 - on customer satisfaction working with
260677 - Case Management..................... 120225 0614 at 0717, ref SDS 14 GB5I
260679 - ..
260680 - 28. Madeline in Sales Resolution agreed
260681 - to replace defective h8 1280t and replace
260682 - with unit conforming to HP specifications
260683 - and added TV tuner and upgraded video
260684 - card Radeon HD 6850 for
260685 - additional $84...................... 120228 1827, ref SDS 15 ZM5H
260686 - sending letter confirmng work plan
260687 - so there is written record on product
260688 - specifications to compare with
260689 - delivery............................ 120228 1827, ref SDS 15 UB5J
260690 - Madeline could not find HP Internet
260691 - resources specifying h8 1280t computer
260692 - will research offline and send letter
260693 - tomorrow confirming transaction,
260694 - then call to execute payment
260695 - and issue order..................... 120228 1827, ref SDS 15 SU6L
260697 - ..
260698 - 29. Dell offers Alienware Aurora-R4 configured
260699 - similarly to h8 1280t, but provides factory
260700 - overclocking to 4.0 GHz. Dell substitues
260701 - MicroATX Motherboard for Intel Pittsburg
260702 - (DP67BGB3) offered with HP h8 1280t, and
260703 - Dell includes liquid cooling that enables
260704 - overclocking which HP does not
260705 - support............................. 120229 1142, ref SDS 16 YS5O
260707 - ..
260708 - 30. Madeline in HP Sales Escalation - received
260709 - her letter with specifications for
260710 - h8 1280t computer................... 120229 1633 at 2024, ref SDS 17 E961,
260711 - HP misstates defect with h8 1280t
260712 - saying it had wrong
260713 - processor........................... 120229 1633 at 2024, ref SDS 17 MV7Q
260714 - since processor was correct, but
260715 - motherboard and chipset installed
260716 - with the processor were
260717 - incorrect........................... 120214 1433. ref SDS 4 7260
260719 - ..
260720 - 31. Madeline in HP Sales Escalation - sent
260721 - letter to HP confirm exchange c18 for
260722 - h8 1280t configured according to
260723 - specifications in Madeline's
260724 - letter.............................. 120229 1633 at 2137, ref SDS 17 2I4N
260725 - confirm agreement to increase order
260726 - by adding TV tuner and upgrade
260727 - video graphics
260728 - adapter............................. 120229 1633 at 2137, ref SDS 17 SL3Y
260729 - ask about further increasing
260730 - order with upgrade to Intel DX79SI
260731 - motherboard......................... 120229 1633 at 2137, ref SDS 17 SL4U
260733 - ..
260734 - 32. Madeline in HP Sales Escalation - received
260735 - letter confirming scope of exchange order
260736 - and facilitated communication with
260737 - technical assistance to increase
260738 - scope and price of the
260739 - order............................... 120301 0604 at 1903, ref SDS 18 E54G
260741 - ..
260742 - 33. Peter in HP Technical Department advised
260743 - HP cannot satisfy customer requirements
260744 - to customize computer configuration
260745 - by paying HP more money............. 120301 0604 at 1929, ref SDS 18 VW8G
260747 - ..
260748 - 34. Peter in HP Technical Department reported
260749 - something wrong with specifications for
260750 - h8 1280t, advised that model numbers are
260751 - misleading shown by false representation
260752 - of Intel Pittsburg motherboard;
260753 - he went off line to do
260754 - research............................ 120301 0604 at 1929, ref SDS 18 CZ7I
260756 - ..
260757 - 35. Madeline in HP Sales Escalation
260758 - went offline from conference call with
260759 - Peter and will await call back to
260760 - conclude exchange order for
260761 - h8 1280t computer................... 120301 0604 at 1936, ref SDS 18 YL5K
260763 - ..
260764 - 36. Peter in HP Technical Department reported
260765 - motherboard for h8 1280t has similar
260766 - architecture to Intel DX78SI with LGA 2011
260767 - socket for Intel X79 express chipset that
260768 - optimizes i7-3960X Extreme edition
260769 - Sandy Bridge processor.............. 120301 0604 at 1957, ref SDS 18 P295
260770 - does not know why c18 received from
260771 - HP with order H121417210 shows model
260772 - h8 1280t with motherboard model 2ACE
260773 - and Intel Intel ID3C00 chipset
260774 - rather components specified
260775 - for h8 1280t........................ 120301 0604 at 1957, ref SDS 18 VW6K
260776 - Peter offline for research; came
260777 - back online and explained work plan
260778 - to do more research and call tomorrow
260779 - with findings to modify procurement
260780 - exchange on c18 to satisfy customer
260781 - requirements for high performance
260782 - computer............................ 120301 0604 at 2122, ref SDS 18 LB5L
260784 - ..
260785 - 37. Peter in HP Technical Department called
260786 - and over several hours used HP diagnostics
260787 - to reconcile components on c18 with
260788 - specifications for
260789 - h8 1280t............................ 120302 0832, ref SDS 19 665H
260790 - eventually determined c18 described
260791 - by HP as model h8 1280t does not have
260792 - specified components, since motherboard
260793 - is model 2ACE and chipset
260794 - is Intel model
260795 - ID3C00.............................. 120302 0904, ref SDS 19 QK7T
260797 - ..
260798 - 38. HP video customer guidance, reviewed
260799 - while on hold for Peter to make further
260800 - investigations, notifies that HP model
260801 - numbers for specified components
260802 - evaluate product performance to
260803 - meet customer
260804 - requirements........................ 120302 0904, ref SDS 19 YR5N
260806 - ..
260807 - 39. Peter in HP Technical Department
260808 - submitted letter with link to facilitate
260809 - remote access for performing
260810 - Customer Care diagnostics
260811 - on c18.............................. 120302 0904 at 0916, ref SDS 19 QK8M
260813 - ..
260814 - 40. Peter in HP Technical Department tried
260815 - using HP Assistant for remote access
260816 - to determine why c18 is not running
260817 - correctly; tried using various tools
260818 - for over an hour and everything
260819 - failed.............................. 120302 0904 at 0916, ref SDS 19 7E7I
260821 - ..
260822 - 41. Peter in HP Technical Department
260823 - authorized opening c18 case to inspect
260824 - components for h8 1280t, and agreed
260825 - to waive HP requirements invalidating
260826 - warranty on customer opening
260827 - the case............................ 120302 0904 at 0916, ref SDS 19 ND3K
260828 - could not identify motherboard from
260829 - labels using magnifying
260830 - glass............................... 120302 0904 at 0916, ref SDS 19 EK5N
260831 - concluded c18 has Intel Pittsburg
260832 - motherboard with LGA 2011 socket and
260833 - Intel X79 chipset, shown on HP Packing List
260834 - for c18 received on 120214, ref SDS 4 HA6N,
260835 - and based on observing parallel
260836 - memory banks on both sides
260837 - of CPU.............................. 120302 0904 at 0916, ref SDS 19 9G76
260839 - ..
260840 - 42. Peter in HP Technical Department explained
260841 - c18 defects mis-identify h8 1280t components
260842 - because of flaws in Windows 7 operating
260843 - system, and the BIOS, and so provided
260844 - support to replace
260845 - both................................ 120302 0904 at 0916, ref SDS 19 9G97
260847 - ..
260848 - 43. Peter in HP Technical Department submitted
260849 - another letter with link to facilitate
260850 - updating firmware BIOS and then explained
260851 - procedures for implementation; after
260852 - reinstalling OS and updating
260853 - BIOS, Peter still could not
260854 - run HP Assistant.................... 120302 0904 at 1043, ref SDS 19 PQ6F
260856 - ..
260857 - 44. Peter in HP Technical Department submitted
260858 - another letter with link to HP Internet
260859 - location showing h8 1280t motherboard
260860 - described as Intel Pittsburg on delivery
260861 - Packing List is actually Pegatron IPIWB-PB
260862 - and HP tells customers it is an
260863 - Intel Pittsburg..................... 120302 0904 at 1119, ref SDS 19 MY4J
260865 - ..
260866 - 45. Peter in HP Technical Department assisted
260867 - accessing c18 BIOS and this shows h8 1280t
260868 - is configured at factory with overclocking
260869 - enabled, which meets customer
260870 - requirements for high
260871 - performance......................... 120302 0904 at 1146, ref SDS 19 1U3H
260873 - ..
260874 - 46. Peter in HP Technical Department recommended
260875 - upgrading c18 order H121417210 with Windows
260876 - 7 Ultimate and installing solid state
260877 - drive (SSD) to further satisify
260878 - requirements for high
260879 - performance......................... 120302 0904 at 1227, ref SDS 19 9J3L
260881 - ..
260882 - 47. Madeline in HP Sales Escalation issued
260883 - order to return defective c18, and prepared
260884 - exchange order H121830436 for additional
260885 - $820 to correct defects h8 1280t, and upgrade
260886 - performance adding Windows 7 Ultimate, solid
260887 - state drive, upgraded video graphics
260888 - adapter, TV tuner for
260889 - exchange computer................... 120302 0904 at 1845, ref SDS 19 03D5
260891 - ..
260892 - 48. Lee supervisor HP Sales Escalation
260893 - was notified that Madeline and Peter
260894 - provided excellent customer
260895 - support............................. 120302 0904 at 1939, ref SDS 19 1Y4O
260897 - ..
260898 - 49. Fedex letter received notifying
260899 - order issued to return defective
260900 - c18 h8 1280t desktop
260901 - computer............................ 120302 0904 at 2152, ref SDS 19 WX6I
260903 - ..
260904 - 50. Fedex agent received package with defective
260905 - c18 h8 1280t for return to HP under order
260906 - H121830436 to receive in exchange
260907 - corrected and upgraded
260908 - h8 1280t............................ 120305 1537, ref SDS 20 LA73
260910 - ..
260911 - 51. HP letter received Exchange Order
260912 - H121830436 confirmation to correct
260913 - defects and upgrade c18 for additional
260914 - $820; order processed for delivery
260915 - 120239.............................. 120305 1537 at 2102, ref SDS 20 B33F
260917 - ..
260918 - 52. Quality control - 4th survey requested
260919 - evaluating customer satisfaction
260920 - working with HP Technical
260921 - Assistance.......................... 120306 1437, ref SDS 21 665H
260923 - ..
260924 - 53. Chase in HP Sales Escalation cancelled
260925 - exchange order H121830436 and issued
260926 - new order H121988954 eliminating Windows 7
260927 - Ultimte, further upgraded video graphics
260928 - adapter to optimize performance,
260929 - and applied new HP coupon
260930 - discounts........................... 120314 0832, ref SDS 23 665H
260932 - ..
260933 - 54. HP letter received notified order
260934 - H121830436 has shipped and c18
260935 - will be delivered 120321
260936 - 10 days ahead of
260937 - schedule............................ 120316 0920 at 2129, ref SDS 24 CP4F
260939 - ..
260940 - 55. Case study complete evaluation HP customer
260941 - service on c18 procurement and file
260942 - multiple surveys requested
260943 - by HP............................... 120316 2243, ref SDS 25 PPXQ
260945 - ..
260946 - 56. Quality control - 5th survey commend customer
260947 - service HP technical assistance Peter's
260948 - work facilitating c18 procurement, and
260949 - commend Madeline in HP sales
260950 - escalation.......................... 120317 2130, ref SDS 26 PPXQ
260952 - ..
260953 - 57. C18 - h8 1280t desktop computer received
260954 - on HP order H121988954 which was
260955 - several weeks ahead of
260956 - schedule............................ 120320 1643, ref SDS 27 7T9I
260957 - review shows c18 received corrects
260958 - defects in original product
260959 - delivered on
260960 - 120214.............................. 120320 1643 at 2038, ref SDS 27 D43G
260961 - testing indicates c18 meets
260962 - requirements for high performance
260963 - computer............................ 120320 1643 at 2207, ref SDS 27 QQ9O
260965 - ..
260966 - 58. C18 initial test factory setup for
260967 - running SDS......................... 120321 0903, ref SDS 28 KB4H
260968 - develop work plan implement standard
260969 - configuration - add another 256 GB SSD
260970 - storage disk; install Windows 7 Ultimate
260971 - 32-bit on i, and Windows 7
260972 - 64-bit on j......................... 120321 0903, ref SDS 28 OL4F
260974 - ..
260975 - 59. C18 impression very slow coping
260976 - 800 MB of files between
260977 - partitions.......................... 120323 2122, ref SDS 29 7T9I
260978 - actually further testing indicates
260979 - c18 provides much better performance
260980 - copying files and running SDS
260981 - than c17 purchased 18 months
260982 - ago on 101021....................... 120323 2122, ref SDS 29 NG3J
260984 - ..
260985 - 60. C18 examined plan increase SSD storage
260986 - using HHD bay....................... 120324 1248, ref SDS 30 UC7J
260987 - rather than PCI slot proposed by HP
260988 - on 120313........................... 120313 0906, ref SDS 22 NJ66
260990 - ..
260991 - 61. Fry's quotes price configure Windows 7
260992 - Ultimte 32-bit os on i drive, and
260993 - 64-bit on j drive................... 120327 1253, ref SDS 31 HI5G
260995 - ..
260996 - 62. Television tuner HP case 8058297916 configure
260997 - with Comcast cable service for recording
260998 - live broadcasts and save on computer hard
260999 - disk storage. Steve will do research
261000 - and call back to complete
261001 - configuration....................... 120327 1431, ref SDS 32 KP6J
261003 - ..
261004 - 63. Steve at HP did not call back; received
261005 - call from someone in India could not understand,
261006 - so no progresss on case 8058297916 to configure
261007 - c18 for using television tuner recording
261008 - live broadcasts on
261009 - computer............................ 120328 1443, ref SDS 33 SC7I
261011 - ..
261012 - 64. Quality control - HP requests 6th survey
261013 - buying c18 - report excellent products
261014 - poor customer service except Madeline
261015 - Chase and Peter did good
261016 - work................................ 120331 2348, ref SDS 34 S63M
261018 - ..
261019 - 65. SSD additional storage disk ordered
261020 - for c18 from Amazon Samsung model 830
261021 - Sata III 6 GB/s; and ordered
261022 - drive bay converter
261023 - 2.5 to 3.5.......................... 120402 0129, ref SDS 35 NN7L
261025 - ..
261026 - 66. Windows XP 32-bit install and upgrade
261027 - to Windows 7 Microsoft
261028 - guidelines.......................... 120402 2338, ref SDS 36 VO5I
261030 - ..
261031 - 67. Television LG 37LE5300 used 37-Inch
261032 - 1080p 120 Hz LED LCD HDTV $525. Amazon order
261033 - Number 002-3694069-7706634 for c18
261034 - monitor............................. 120405 1920, ref SDS 37 6E8M
261036 - ..
261037 - 68. Windows 7 Ultimate upgrade ordered
261038 - to configure c18.................... 120402 2338, ref SDS 36 EO6L
261040 - ..
261041 - 69. Vista Ultimate upgrade ordered to
261042 - configure c18; applied with Windows
261043 - XP 32-bit and 64-bit already
261044 - on hand............................. 120405 2208, ref SDS 38 LU6J
261046 - ..
261047 - 70. Television LG 37LK450 new 37-Inch 1080p 60 Hz
261048 - LCD HDTV Amazon order 104-5460933-1933042
261049 - for c18 monitor to replaced canceled
261050 - order 002-3694069-7706634 due to
261051 - out of stock........................ 120406 1038, ref SDS 39 KH67
261053 - ..
261054 - 71. Samsung SSD model 830 256 GB storage drive
261055 - received, but did not receive storage
261056 - bay converter, needed to
261057 - install SSD storage
261058 - disk................................ 120407 1157, ref SDS 40 EO6L
261060 - ..
261061 - 72. HHD bay converter received from Amazon to
261062 - install Samsung SSD model 830 256 GB
261063 - 6 G/s disk to increase c18 disk
261064 - storage............................. 120410 1332, ref SDS 41 EO6L
261066 - ..
261067 - 73. HP offer assistance with issues presented in
261068 - one of many surveys filed in
261069 - this case........................... 120410 1928, ref SDS 42 FV9N
261071 - ..
261072 - 74. SSD install Samsung model 830 storage
261073 - drive add 245 GB for c18 running
261074 - SDS................................. 120411 1018, ref SDS 43 EO6L
261075 -
261076 -
261077 -
261078 -
261079 -
2611 -