CONTACTS
SUBJECTS
C18 Purchase Computer Procurement Order H121417210 Credit $200 Trans
2403 -
2403 - ..
2404 - Summary/Objective
2405 -
240501 - Follow up ref SDS 28 0000. ref SDS 25 0000.
240502 -
240503 -
240504 -
240506 - ..
2406 -
2407 -
2408 - Progress
2409 -
240901 - Price Protection Reduction $1022 Another $78 Price Drop
240902 -
240903 - Follow up ref SDS 28 LS4G, ref SDS 25 LS4G.
240904 -
240905 - On 120210, HP processed credit for price protection on C18 in the
240906 - amount of $100, ref SDS 21 LS4G,
240908 - ..
240909 - Price protection credit history for this transaction is listed in the
240910 - record on buying C18, listed on 120205 0907. ref SDS 18 YM4Q
240912 - ..
240913 - At that time, Dobie explained that customers can track price changes
240914 - up to 21 days after receiving the product.
240916 - ..
240917 - On 120214 0848 received another letter from HP reporting another round
240918 - of price reductions. HP lists the h8qe computer for $1022, which is
240919 - $78 less than when Dobie processed a $100 credit on a prior $60 price
240920 - reduction, reported last week on 120210 1416, ref SDS 21 LS4G
240922 - ..
240923 - On 120216 0857, received letter from HP announcing more discounts and
240924 - coupons buying computers, ref SDS 25 9Y5N However, HP Internet
240925 - address for links in the letter shows h8qe still listed for $1022.
240927 - ..
240928 - On 120219 0955, received another letter from HP announcing 60% off and
240929 - bonus deals buying personal computers for Presidential sale.
240930 - ref SDS 25 9Y5N
240932 - ..
240933 - HP's letter on 120219, says h8qe computer can be purchased now for
240934 - $906. ref SDS 28 Q197 Actually, HP's Internet sales address for h8qe
240935 - lists $928 today. The record is not clear on this price differential.
240937 - ..
240938 - Tracking HP price changes shows...
240939 -
240940 - Base Reduction
240941 - Price Cur Cum
240942 - 120205...order H121417210.... 1250... 0.... 0............ ref SDS 18 9W8K
240943 - 120210....................... 1150..100... 100............ ref SDS 21 LS4G
240944 - 120214....................... 1022..138... 238............ ref SDS 22 LS4G
240945 - 120216....................... 1022........................ ref SDS 25 5P4I
240946 - 120219....................... 906..116....354............ ref SDS 28 KM5J
240948 - ..
240949 - At this time, HP has credited...
240950 -
240951 - 120210............................ $100................... ref SDS 21 LS4G
240952 -
240953 - Outstanding credit owed................... $254
240955 - ..
240956 - Called HP Sales Department about procurement on order H121417210
240957 - placed 120205 0907, ref SDS 18 6A5M, and following up call with Dobie
240958 - in Sales Escalation Department on 120210 1416. ref SDS 21 W64G
240959 -
240960 - 800 492-3341
240962 - ..
240963 - At that time, Dobie in the HP Sales Escalation Department entered $100
240964 - credit for price protection, reported on 120210 1416. ref SDS 21 LS4G
240965 -
240966 - 888 227 8451
240968 - ..
240969 - Talked to Russel.
240971 - ..
240972 - Explained notice of new sales price reductions in HP's letter on
240973 - 120219 0955. ref SDS 28 KM5J
240975 - ..
240976 - Russel will investigate and call back on credit owed for price
240977 - protection on current computer.
240978 -
240980 - ..
2410 -
2411 -
2412 - 0941
2413 -
241301 - Russel did not call back.
241302 -
241303 - Called Sales Escalation back...
241304 -
241305 - 888 227 8451
241307 - ..
241308 - Talked to Alexander.
241310 - ..
241311 - He said Dobie and Russel are both supervisors.
241313 - ..
241314 - Alexander wants to check with Russel. He asked to hold on.
241316 - ..
241317 - Suggested checking with Dobie, since he worked this case on 120210
241318 - 1416. ref SDS 21 LS4G
241320 - ..
241321 - Alexander said that he sees Russel in her office, but does not see
241322 - Dobie at the moment. He will consult with Russel.
241323 -
241325 - ..
2414 -
2415 -
2416 - 0945
2417 -
241701 - On hold.
241702 -
241704 - ..
2418 -
2419 -
2420 - 0952
2421 -
242101 - Alexander back online.
242102 -
242103 - He said Russel was busy helping another customer.
242105 - ..
242106 - He was able to speak with Dobie on this matter.
242107 -
242108 - [...below on 120221 0653 at 1048 Russel called back to
242109 - discuss 25% discount issue in HP's Presidential Sale
242110 - letter. ref SDS 0 IL9R
242112 - ..
242113 - Dobie said that even though the base price has been reduced to $906,
242114 - as related in HP's letter on 120219 0955, ref SDS 28 KM5J, further
242115 - credits are based on total configuration price. Alexander said that
242116 - when the base computer priced at $906 is configured according to
242117 - customer specifications for HP order H121417210 on 120205 0907,
242118 - ref SDS 18 6A5M, the current total price would be $2,500. Since the
242119 - price to the customer was only $2,104, shown on 120205 0907,
242120 - ref SDS 18 3G4G, HP has no obligation to provide further price
242121 - protection reductions.
242123 - ..
242124 - Alexander further explained that Dobie agreed that since the customer
242125 - has purchased multiple computers in recent years, and is buying a high
242126 - end computer with this order, HP will give an additonal $100 credit
242127 - for price protection on HP price reductions, shown above, ref SDS 0
242128 - TQ7F, and which supplements the $100 credit Dobie processed previously
242129 - on 120210 1416. ref SDS 21 LS4G
242131 - ..
242132 - Alexander said to take down....
242133 -
242134 - Confirmation number............. M121672516
242135 -
242136 - [...below, on 120221 0653 at 1447 received letter from HP
242137 - confirming credit of $100 will be issues. ref SDS 0 VO5H
242139 - ..
242140 - [...below, on 120221 0653 at 1507 received letter from HP
242141 - reporting $100 credit issued to bank. ref SDS 0 OF6C
242142 -
242144 - ..
2422 -
2423 -
2424 - 1002
2425 -
242501 - Alexander asked about other pending issues?
242503 - ..
242504 - Discussed problems resolving mistake getting wrong computer, reported
242505 - on 120218 1802. ref SDS 27 FX5I
242507 - ..
242508 - Cited Sierra in Sales Department determined HP delivered wrong
242509 - computer and ordered pick up for replacement of h8 1280t that conforms
242510 - to specifications, reported on 120215 1731. ref SDS 24 JT63 A few
242511 - days later on 120217, Dustin in the Sales Department cancelled
242512 - Sierra's order to fix the problem, saying this is only a labeling
242513 - problem, reported on 120217 0750. ref SDS 26 SR6E
242515 - ..
242516 - Alexander feels Dustin is correct. He said that customizing h8qe
242517 - computer for c18 on 120205 0907, ref SDS 18 6A5M, transformed the
242518 - order from h8qe into HP model h8 1280t, received on 120214 1433.
242519 - ref SDS 23 HA6N Alexander said all of the letters HP sent on
242520 - confirming the order for an h8qe and delivering an h8qe were mistakes.
242521 - HP should have told the customer that an h8qe was ordered, but HP was
242522 - actually selling an h8 1280t.
242524 - ..
242525 - [On 120302 0832 HP video advises that model numbers are
242526 - critical to purchase products with components that meet
242527 - requirements on performance and reliability, and for
242528 - property management to upgrade and make repairs.
242529 - ref SDS 34 YR5N
242531 - ..
242532 - We reviewed the record showing HP delivered an h8 1280t computer with
242533 - the wrong components, shown on 120214 1433, ref SDS 23 7260, shown by
242534 - keyboard and mouse not working. On 120215 Sierra determined that
242535 - computer was shipped without specified components, and since the mouse
242536 - and keyboard don't work, she ordered return and replacement. Mary in
242537 - the Exchange Department processed an order to exchange the computer.
242538 - ref SDS 29 Z19I
242540 - ..
242541 - Despite everyone knowing HP delivered the wrong computer, have not
242542 - received mailing label sent for getting a replacement.
242544 - ..
242545 - Alexander offered to facilitate support from Case Manager Department
242546 - to get a replacement with specified components. He sent an internal
242547 - request for call back, and said a Case Manager should call within the
242548 - next 3 days.
242550 - ..
242551 - Explained work history on this transaction shows continual
242552 - conversations with HP so far has not solved problems, shown in case
242553 - study on 120218 1802. ref SDS 27 II9H
242555 - ..
242556 - Alexander said he will make sure an HP case manager calls to resolve
242557 - issues on this order.
242559 - ..
242560 - He said that if HP does not call back within 2 days, then call Case
242561 - Manager Department directly at...
242562 -
242563 - 888 444 8834
242565 - ..
242566 - Thanked Alexander for outstanding assistance.
242567 -
242568 - [On 120222 1928 received call from Justin in HP Case
242569 - Management Department offering to resolve problem.
242570 - ref SDS 31 8D3O
242572 - ..
242573 - Alexander transferred the call to Quality Control Department.
242574 -
242575 -
242577 - ..
2426 -
2427 -
2428 - 1015
2429 -
242901 - On hold for quality control survey.
242902 -
242904 - ..
2430 -
2431 -
2432 - 1027
2433 -
243301 - Quality control answered.
243302 -
243303 - Reported HP has done a poor job resolving issues on getting wrong
243304 - computer, discussed with Alexander, per above, ref SDS 0 V447, and
243305 - referencing the record on 120218 1802. ref SDS 27 4O8K
243307 - ..
243308 - Requested call back, and left telephone number.
243309 -
243310 - [On 120225 0614 received another letter from HP asking to
243311 - take another customer satisfaction survey, ref SDS 33 E46L;
243312 - rated overall performance poor because of failure to
243313 - resolve error delivering wrong computer, and asked again
243314 - for assistance, ref SDS 33 KE8N, citing the letter to
243315 - Russel in HP Sales issued the day before on 120224 1146.
243316 - ref SDS 32 6X9X
243318 - ..
243319 - [On 120225 0614 at 0717 received another letter quality
243320 - control asking to take another customer satisfaction
243321 - survey on working with Case Management Department.
243322 - ref SDS 33 GB5I
243324 - ..
243325 - Reported that Alexander did a good job today on processing price
243326 - protection issues, per above. ref SDS 0 443H
243327 -
243328 -
243329 -
243331 - ..
2434 -
2435 -
2436 - 1048
2437 -
243701 - Received call from Russel in HP Sales Escalation Department...
243702 -
243703 - 888 227 8451
243705 - ..
243706 - Russel said she is calling to follow up telecon earlier this morning,
243707 - per above. ref SDS 0 Q541
243709 - ..
243710 - Russel appoligized for not calling back sooner. She had another call
243711 - that took nearly 3 hours. This aligns with Dobie's report that he was
243712 - delayed an entire day calling back because a call with a customer that
243713 - took 4 hours, reported on 120210 1416. ref SDS 21 W64G
243715 - ..
243716 - Thanked Russel for following up, and explained talking to Alexander,
243717 - who said that Russel was busy with another customer, per above.
243718 - ref SDS 0 QN4F
243720 - ..
243721 - Russel said things are really hectic with HP moving a lot of product
243722 - during the big Presidential Sale announced last week on 120216.
243724 - ..
243725 - We reviewed briefly Dobie's report
243727 - ..
243728 - Explained that Alexander did a good job resolving discounts for price
243729 - changes, per above. ref SDS 0 91C3 Further explained taking the
243730 - after call survery, commending Alexander's work, and giving HP low
243731 - marks overall on this transaction, due to getting the wrong computer.
243733 - ..
243734 - Russel said she is calling to ask about discounts for coupons which HP
243735 - has recently issued. She said coupon discounts are in addition to the
243736 - $100 discount Dobie approved this morning, per telecon with Alexander,
243737 - above. ref SDS 0 443H Russel asked if the customer has received
243738 - coupons from HP for computer purchase?
243740 - ..
243741 - Reported the letter received from HP saying...
243742 -
243743 - Here It is! Your Coupons to Big Discounts on HP PCs
243745 - ..
243746 - Russel asked when the letter was received?
243748 - ..
243749 - We reviewed the record showing HP's letter was issued on 120216 0857.
243750 - ref SDS 25 9Y5N
243752 - ..
243753 - Russel checked the record and found that the HP coupon offer on 120216
243754 - is within the 21 day period HP offers for customers to benefit from
243755 - price protection for order H121417210 placed on 120205 0907.
243756 - ref SDS 18 6A5M
243758 - ..
243759 - Russel asked for information on coupons submitted with HP's letter?
243761 - ..
243762 - Asked Russel to get the letter from HP's files, so she can read what
243763 - is says about what she needs to know.
243765 - ..
243766 - Russel said the HP Sales Escalation Department does not have access to
243767 - records in the Sales Department. She suggested taking a moment to
243768 - read through it and tell her what is said about discount coupons.
243769 - Russel asked if the letter has any links to HP's Internet resources
243770 - for selling computers?
243772 - ..
243773 - Explained the letter is very long and seems like there must be over a
243774 - hundred links. [...later counted about 60 links...]
243776 - ..
243777 - Russel said it is very difficult and tedious, and discouraging, trying
243778 - to collaborate with customers applying sales terms without having
243779 - documentation that guides the work.
243781 - ..
243782 - Russel feels that understanding HP coupon discounts is not always fast
243783 - and easy because HP letters to customers are very long in order to
243784 - provide comprehensive customer care.
243786 - ..
243787 - I explained that Dobie and Alexander have already processed discounts
243788 - on price reductions for $200, per above. ref SDS 0 443H
243790 - ..
243791 - Russel asked to scan through HP's letter on 120216, for anything that
243792 - reflects the subject of the letter saying...
243793 -
243794 - Here It is! Your Coupons to Big Discounts on HP PCs - 3 Days Only
243796 - ..
243797 - She feels there must be some explanation besides just the subject.
243799 - ..
243800 - Took a minute, and found at the bottom of a 16 page letter a notation
243801 - saying...
243802 -
243803 - Purchase must be $999 or more (before taxes & shipping). Valid
243804 - for HP Direct
243806 - ..
243807 - Russel said that entry indicates the coupon discount offer may apply
243808 - to this order H121417210 placed on 120205 0907. ref SDS 18 6A5M
243810 - ..
243811 - She said to submit HP's letter dated 120216, and she will make a
243812 - review to determine what precisely is being offered and how it applies
243813 - to order order H121417210 placed on 120205 0907. ref SDS 18 6A5M
243815 - ..
243816 - Russel said send the letter to...
243817 -
243818 - myhpsales@hp.com
243820 - ..
243821 - Russel also instructed to enter at the top...
243822 -
243823 - ATTN: Home and Home Office Store Resolutions Department
243825 - ..
243826 - She said that entry will result in her getting the letter.
243827 -
243828 - [On 120222 1125 Russel called and advised HP's letter on
243829 - 20216 offered 25% discount; HP refused to apply the
243830 - discount in this case on ground the offer expired 3 days
243831 - later on 120219; but HP offered 10% discount to settle the
243832 - matter, without escalating to another level of management.
243833 - ref SDS 30 XR7J
243835 - ..
243836 - Russel indicated it may take a day or so to have the letter sent to
243837 - her and for developing a full review in order to respond.
243839 - ..
243840 - During the call, sent a letter to the email address Russel provided,
243841 - saying...
243842 -
243843 - 1. Subject: [Fwd: Here It is! Your Coupons to Big Discounts on HP PCs - 3 Days Only]
243844 - Date: Tue, 21 Feb 2012 11:12:45 -0800
243845 - From: Rod Welch
243846 - To: HP Home & Home Office Store
243848 - ..
243849 - 2. ATTN: Home and Home Office Store Resolutions Department
243851 - ..
243852 - 3. Dear Russel,
243854 - ..
243855 - 4. Here is the letter received 120216 [...ref SDS 25 9Y5N...] on
243856 - discount coupons, which you asked about in your call this
243857 - morning. [...reported in the record on 120221 0653, ref SDS 0
243858 - XC50...].
243860 - ..
243861 - 5. Hope you can figure it out.
243863 - ..
243864 - 6. Thanks to HP Resolutions Department for "going the extra mile"
243865 - trying to align communications on complex problems.
243867 - ..
243868 - 7. You indicated it may take a day or so for you to respond owing
243869 - to high volume of sales transactions HP is experiencing.
243871 - ..
243872 - 8. Congratulations to HP for selling outstanding products.
243873 -
243881 - ..
243882 - Attached HP's letter received on 120216 0857. ref SDS 25 9Y5N
243883 -
243884 -
243886 - ..
2439 -
2440 -
2441 - 1447
2442 -
244201 - Received letter from HP saying...
244202 -
244203 - 1. Subject: Your transaction record
244204 - From: hphomestore@inventsales.com
244205 - Date: Tue, 21 Feb 2012 09:58:07 -0800 (PST)
244206 - To: rod@welchco.com
244208 - ..
244209 - Online order receipt
244211 - ..
244212 - We have received your order number M121495190.
244214 - ..
244215 - 2. CREDIT 02/21/2012, 09:56:40 PST
244217 - ..
244218 - 3. Order summary
244219 -
244220 - 1. Item description...
244221 -
244222 - HP Pavilion HPE h8qe customizable Desktop PC
244223 -
244224 - 1. Genuine Windows 7 Home Premium [64-bit]
244225 - 2. 2nd Generation Intel(R) Core(TM) i7-3960X six-core processor [3.3GHz,
244226 - 3. Shared 15MB Cache]
244227 - 4. 16GB DDR3-1600MHz SDRAM [4 DIMMs]
244228 - 5. 2TB 7200 rpm SATA hard drive
244229 - 6. 500GB 7200 rpm SATA hard drive
244230 - 7. Microsoft(R) Office Starter: reduced-functionality Word & Excel w/ ads.
244231 - No PowerPoint or Outlook
244232 - 8. Norton Internet Security(TM) 2012 - 15 month
244233 - 9. 1GB DDR5 NVIDIA GeForce GTX 550 Ti [2 DVI, mini-HDMI. VGA adapter]
244234 - 10. 600W Power supply
244235 - 11. SuperMulti DVD Burner
244236 - 12. Premium Wireless-N LAN card and Bluetooth(R )(2x2)
244237 - 13. 15-in-1 memory card reader, 4 USB 2.0 (front), audio, 2 USB (top
244238 - rear-facing)
244239 - 14. No TV Tuner
244240 - 15. Beats Audio (tm) -- integrated studio quality sound
244241 - 16. HP wireless keyboard and wireless optical mouse
244243 - ..
244244 - 2. Product.......................... EPP_00_QC461AV#AB
244245 - 3. Qt............................... 1
244246 - 4. Unit Price....................... $100.00
244247 - 5. Your extended price.............. $100.00
244249 - ..
244250 - 4. Estimated ship date.................. March 2, 2012
244251 -
244252 - No tracking number available
244254 - ..
244255 - 5. Order subtotal....................... $100.00
244256 - Shipping............................. This item ships free
244257 - CA Tax............................... 0.00
244258 - Grand total......................... <$100.00
244260 - ..
244261 - 6. Shipping to:
244262 -
244267 - ..
244268 - s Payment method...
244269 -
244270 - Visa: XXXXXXXXXXXXXXXX0099
244271 - Credited Amount................... $100.00
244273 - ..
244274 - 7. Shipping option: 5-7 Business Days
244276 - ..
244277 - 8. Bill To....
244283 - ..
244284 - 9. Thank you for shopping the
244285 - HP Home & Home Office Store.
244286 -
244287 -
244289 - ..
2443 -
2444 -
2445 - 1507
2446 -
244601 - Received 2nd letter from HP saying...
244602 -
244603 - 1. Subject: Your HP Home & Home Office Store credit: M121672516
244604 - From: HP Home & Home Office Store
244608 - ..
244609 - 2. HOME AND HOME OFFICE STORE
244610 -
244611 - http://www.shopping.hp.com/webapp/shopping/home.do
244612 -
244613 - 1-866-433-2028
244614 -
244615 - 3. CREDIT ISSUED
244616 -
244617 - 4. Hello...
244621 - ..
244622 - 5. Thank you for shopping at the HP Home & Home Office Store. The
244623 - following credit has been issued to your account:
244624 -
244625 - Credit total..................... $60.00
244626 - Reference number................. M121672516
244627 - Payment Table
244628 - Payment Type..................... VISA Card
244629 - Amount........................... $100.00
244631 - ..
244632 - 6. Please be aware that your credit card company or financial
244633 - institution may take up to 5 business days post the credit to
244634 - your account.
244636 - ..
244637 - 7. You may also visit....
244638 -
244639 - http://www.hpdirect.com
244640 -
244641 - ...and click on order status
244642 -
244643 - https://www.shopping.hp.com/webapp/shopping/order_status_sign_in.do
244644 -
244645 - ...to see your order transaction history.
244647 - ..
244648 - 8. Thank you for shopping at the HP Home and Home Office Store.
244649 - We hope you will visit us again for your future computing and
244650 - printing needs.
244652 - ..
244653 - 9. Sincerely,
244654 -
244655 - Customer Service Team
244656 -
244657 -
244658 -
244659 -
244660 -
244661 -
244662 -
244663 -
2447 -