CONTACTS
SUBJECTS
C18 Computer Shipped Ahead Schedule 3 Weeks Fedex Tracking 685429176
2003 -
2003 - ..
2004 - Summary/Objective
2005 -
200501 - Follow up ref SDS 22 0000. ref SDS 21 0000.
200502 -
200504 - ..
2006 -
2007 -
2008 - Progress
2009 -
200901 - Talked to Mary.
200902 -
200903 - 888 999 4747
200905 - ..
200906 - Option 2 and Option 2.
200908 - ..
200909 - Asked for email address to submit explanation of problem showing
200910 - conflict in product specifications reported on 120214 1433.
200911 - ref SDS 20 A53F
200913 - ..
200914 - Mary said her boss won't let HP staff work by written communications
200915 - with customers to save time and money, as Dobie related on 120209
200916 - 0950. ref SDS 18 P17K
200918 - ..
200919 - Reported problems Dobie had at HP spending 4 hours with one customer
200920 - because reliance on conversaton causes confusion, mistakes, and
200921 - delays, reported on 120210 1416. ref SDS 19 W64G
200923 - ..
200924 - Mary said her boss expects HP exchange agents to work fast and easy by
200925 - relying on conversation, and not make mistakes that delay work in
200926 - other HP Departments.
200928 - ..
200929 - Mary said the problem today can be easily solved by processing an
200930 - exchange.
200932 - ..
200933 - Mary is sending a mailing label via email to return the wrong
200934 - computer. She said to put it in the original shipping box, and put
200935 - the mailing label on it, then call Fedex for pickup. This implements
200936 - the solution Sierra in Sales Escalation on 120215 1731, ref SDS 21
200937 - 178L, but was later cancelled by Dustin, also in Sales Escalation,
200938 - reported on 120217 0750. ref SDS 22 SR6E
200940 - ..
200941 - [On 120221 0653 did not received mailing label to return
200942 - computer, so called HP Sales Escalation; Alexander advised
200943 - that customizing transforms h8qe into an h8 1280t computer;
200944 - since HP delivered the computer without specified
200945 - components for h8 1280t, and since keyboard and mouse don't
200946 - work, Alexander facilitated support from Case Management
200947 - Department to fix the problem. ref SDS 23 IL51
200949 - ..
200950 - Mary found specifications for h8 1280t replacement.
200952 - ..
200953 - Mary said to hold on while she checks comparing h8qe with h8 1280t to
200954 - verify HP does not send the wrong computer again, doubling the cost
200955 - of the transaction.
200956 -
200957 -
200958 -
200959 -
200961 - ..
2010 -
2011 -
2012 - 2133
2013 -
201301 - On hold waiting for Mary.
201302 -
201304 - ..
2014 -
2015 -
2016 - 2148
2017 -
201701 - Talked to Samual.
201702 -
201703 - Samual asked what's it all about?
201705 - ..
201706 - Explained on hold from Mary processing an exchange, per above.
201708 - ..
201709 - Samual asked for the order number?
201711 - ..
201712 - Explained that Mary has all that.
201714 - ..
201715 - Samual said he is in technical support and the customer has to start
201716 - all over again.
201718 - ..
201719 - Asked what about Mary? If we start over with Samual, won't that
201720 - conflict with Mary sending a mailing label to return the wrong
201721 - computer?
201723 - ..
201724 - Samual said he can take care of everything. He asked for an
201725 - explanation of the problem?
201727 - ..
201728 - Explained exchanging computer shipped for computer ordered, and would
201729 - like to get computer listed on the packing list, but which was not
201730 - shipped.
201732 - ..
201733 - He is researching compatibility of components.
201735 - ..
201736 - Samual wants to exchange i7-3960X 6-core Sandybridge E 3.3 GHz
201737 - processor for a 4-core 3.8 GHz. He feels this will give higher
201738 - performance.
201740 - ..
201741 - Disagreed and noted processors specified for h8 1280t.
201743 - ..
201744 - Conversation became confused due to language issues with India
201745 - English, and with attempts to change intent of original order.
201746 -
201747 -
201748 -
201750 - ..
2018 -
2019 -
2020 - 2314
2021 -
202101 - Samual said he has a lot of static on the line. He wants to hang up
202102 - and call back to get a better connection.
202103 -
202105 - ..
2022 -
2023 -
2024 - 2352
2025 -
202501 - Samual called back.
202502 -
202503 - He reported having tried several times to call and getting no answer.
202505 - ..
202506 - Advised have been by the phone since he hung up, and have had no
202507 - calls.
202509 - ..
202510 - Samual feels there may have been some mis-dials or other telephone
202511 - equipment problems.
202513 - ..
202514 - Samual said he is in India and it is now afternoon.
202516 - ..
202517 - Advised that it is about mid-night here, so have to conclude this
202518 - call.
202520 - ..
202521 - Samual wants to complete work on this transaction.
202523 - ..
202524 - Said to submit a proposed specification for review.
202526 - ..
202527 - Samual said his department does not confirm anything in writing to
202528 - customers.
202530 - ..
202531 - Advised cannot conclude any transation without written confirmation
202532 - of scope and terms.
202534 - ..
202535 - Samual transferred call to the supervisor.
202536 -
202538 - ..
2026 -
2027 -
2028 - 0005
2029 -
202901 - Talked to Deeta. HP technical support supervisor in India.
202902 -
202903 - Commended Samual's persistance trying to help the customer.
202905 - ..
202906 - Advised that if Samual submits a proposed scope to modify the
202907 - transaction, I will review and decide on a course of action.
202909 - ..
202910 - Deeta said thanks for choosing HP.
202911 -
202912 -
202913 -
202914 -
202915 -
202916 -
202917 -
2030 -