CONTACTS
SUBJECTS
C18 Computer Shipped Ahead Schedule 3 Weeks Fedex Tracking 685429176
2003 -
2003 - ..
2004 - Summary/Objective
2005 -
200501 - Follow up ref SDS 28 0000. ref SDS 26 0000.
200502 -
200503 -
200504 -
200505 -
200506 - [On 120223 1119 HP letter from case management reports
200507 - customer received the wrong computer, and misrepresents
200508 - agreement saying customer asked to install the motherboard
200509 - for h8qe in the h8 1280t, for which there is no rational
200510 - basis. ref SDS 29 K57V
200512 - ..
200513 - [On 120223 1119 finalized this draft, and submitted the
200514 - letter to HP. ref SDS 29 U65M
200515 -
200516 -
200518 - ..
2006 -
2007 -
2008 - Background
2009 -
200901 - 1. On 120221 0913 considered calling number in Packing List
200902 - received on 120214 1433, ref SDS 21 DL4R, and Explain claim
200903 - using the record on 120218 1802. ref SDS 25 FX5I Decided to
200904 - defer calling 888 999 4747, based on work applying HP price
200905 - protection.
200907 - ..
200908 - 2. On 120221 0653 at 0952 Alexander in HP Sales Escalation
200909 - Department will facilitate support from Case Manager within 3
200910 - days to resolve pending issues on getting wrong computer.
200911 - ref SDS 27 IL4M
200913 - ..
200914 - 3. On 120221 0653 at 1007 in telephone quality control survery
200915 - gave verbal report on problems with this order, and requested
200916 - call back to resovle. ref SDS 27 49T9
200917 -
200918 -
200919 -
200921 - ..
2010 -
2011 -
2012 - Progress
2013 -
201301 - After returning from hiking and getting smog check test at Future
201302 - Ford, there was a telephone message saying...
201304 - ..
201305 - 1. Time..................................... 120222 1102
201307 - ..
201308 - 2. Justin calling with HP Case Management Department calling to
201309 - fix the problem with c18. Has assigned case number...
201310 -
201311 - 7502310330
201313 - ..
201314 - Justin's telephone message implements planning in the Sales Department
201315 - yesterday, when Alexander offered to facilitate solution to the
201316 - problem in this case, reported on 120221 0653. ref SDS 27 AK65
201317 -
201318 - [...below on 120222 2128 received letter from Justin
201319 - following up telephone message. ref SDS 0 PQ4J
201321 - ..
201322 - Justin's phone message continues...
201323 -
201324 - 3. Said to call back...
201325 -
201326 - 877 917 4380 Ext #79
201327 -
201328 -
201329 -
201331 - ..
2014 -
2015 -
2016 - 1942
2017 -
201701 - Received letter from Justin at HP saying...
201702 -
201703 - 1. Subject: Justin V CPL # 7502310330 Unable to Contact you concerning your recent Hewlett Packard support event
201704 - Date: Wed, 22 Feb 2012 19:02:31 +0000 (UTC)
201708 - ..
201709 - 2. Hello,
201710 -
201711 - My name is Justin and I am a Case Manager on the Hewlett
201712 - Packard AMS TCO Escalations team responding to your request to
201713 - speak to someone concerning your recent Hewlett Packard support
201714 - event.
201716 - ..
201717 - Justin's letter provides documentation of telephone message left
201718 - earlier today at 1102, and received this evening, per above.
201719 - ref SDS 0 E46L
201721 - ..
201722 - Letter from HP Case Management Department continues...
201723 -
201724 - 3. I just tried calling the phone number listed in your customer
201725 - record ***-***-**** and unfortunately was unable to reach you.
201727 - ..
201728 - 4. I will make several additional attempts to contact you via
201729 - phone over the next 3 days. Please feel free to respond to
201730 - this message to provide a better contact number, to let me know
201731 - the best time to reach you, or to provide additional
201732 - information about your issue.
201734 - ..
201735 - 5. Please do not change the subject in the subject line so I can
201736 - locate your e-mail quickly. You may call me at 1-877-917-4380
201737 - Extension # 79
201739 - ..
201740 - 6. You may ask for me by name, if I am not available, the Case
201741 - Manager taking your call will work with you to resolve your
201742 - issue.
201744 - ..
201745 - 7. Our office hours are Monday - Friday 7:00 AM ? 10:00 PM Central
201746 - time. Please keep this message as a reference so you will know
201747 - how to reach us as we work to resolve your case.
201752 - ..
201753 - 9. Thank you,
201754 -
201762 - ..
2018 -
2019 -
2020 - 2030
2021 -
202101 - Called HP Case Manager Department and entered Justin's extension...
202102 -
202103 - 877 917 4380 ext. 79
202105 - ..
202106 - Richard answered the call.
202108 - ..
202109 - Richard advised that Justin has left for the day, so he can take the
202110 - call.
202112 - ..
202113 - Gave the case number presented in Justin's call this morning, per
202114 - above, ref SDS 0 E46L, and further entered in Justin's letter received
202115 - this evening, per above. ref SDS 0 CH6L
202116 -
202117 - 7502310330
202119 - ..
202120 - Richard asked for the serial number 2MD20606BY entered in the record
202121 - on 120214 1433, ref SDS 21 HA6N; and, he asked for the order
202122 - H121417210 placed earlier on 120205 0907. ref SDS 17 6A5M
202124 - ..
202125 - Richard asked if the serial number is on the CPU case?
202127 - ..
202128 - Explained serial number 2MD20606BY is on the case, on the Packing
202129 - Slip, and shown by software diagnostics, also reported on 120214 1433.
202130 - ref SDS 21 D43G
202132 - ..
202133 - Richard asked to hold the line while he reviews the record.
202135 - ..
202136 - Richard came back on line and advised that he found HP documentation
202137 - showing the serial number 2MD20606BY is for an h8qe computer, and this
202138 - matches the customer's order H121417210 placed on 120205 0907.
202139 - ref SDS 17 6A5M He seemed to indicate HP documentation establishes
202140 - nothing needs to be done. Richard explained the Case Management
202141 - Department relies on HP policy that requires shipping products that
202142 - conform to documented orders and specifications.
202144 - ..
202145 - This was frustrating, because Dustin in the HP Sales Department said
202146 - the same thing a few days ago, reported on 120217 0750. ref SDS 24
202147 - OS5F
202149 - ..
202150 - Tried to explain again that HP documentation is conflicting, citing
202151 - the record on 120214 1433, ref SDS 21 HA6N, showing the Packing List
202152 - says HP delivered the h8 1280t Intel (Pittsburgh) computer, which HP
202153 - specifications is configured with the Intel X79 Express chipset;
202154 - however, the computer does not have either the Intel Pittsburgh
202155 - motherboard, nor the X79 Express chipset.
202157 - ..
202158 - Richard could not accept that the computer delivered to the customer
202159 - in Concord California is not what is entered in order H121417210
202160 - placed on 120205 0907, ref SDS 17 6A5M, and shown on his computer at
202161 - HP. He explained again with great emphasis that HP policy has to be
202162 - followed shipping products according to HP specifications.
202164 - ..
202165 - Asked Richard to compare the HP Packing List document received with
202166 - the computer on 120214 1433, ref SDS 21 HA6N, that expressly conflicts
202167 - with order H121417210 placed on 120205 0907. ref SDS 17 6A5M
202169 - ..
202170 - After a few minutes review, Richard seemed to concur a mistake was
202171 - made, and that the customer should have a computer that conforms with
202172 - HP specifications. He explained HP policy to apply specifications so
202173 - that warranty, customer service, and system maintenance will not be
202174 - impaired, and the customer in turn has objective criteria for ordering
202175 - products and determining acceptable delivery.
202177 - ..
202178 - Richard explained HP policy to correct products that do not comply
202179 - with specifications. He has issued a service order for the h8 1280t
202180 - comuter to be picked up and taken to an HP Repair Center. If HP
202181 - technicians find the wrong motherboard and chipset are installed, they
202182 - will be replaced with parts that conform to HP specifications for the
202183 - h8 1280t computer.
202185 - ..
202186 - [On 120223 1119 HP letter from case management reports
202187 - customer received the wrong computer, and misrepresents
202188 - agreement saying customer asked to install the motherboard
202189 - for h8qe in the h8 1280t, for which there is no rational
202190 - basis. ref SDS 29 K57V
202192 - ..
202193 - Accepted this solution.
202195 - ..
202196 - Richard said the computer will be picked up Friday, or possibly next
202197 - Monday, depending on how quickly the order moves through the system
202198 - with the volume of business now on the rise.
202199 -
202200 - [On 120223 1119 Richard called and said HP will not perform
202201 - on correcting the h8 1280t computer delivered to conform
202202 - with product specifications. ref SDS 29 E46L
202204 - ..
202205 - Thanked Richard for assistance. Commended professionalism and
202206 - courtesy dealing with frustrated and impatient, even over zealous
202207 - customer trying to solve this difficult delivery mixup. Richard's
202208 - help today aligns with prior experience working with Tony in Case
202209 - Management resolve issues on c17, reported on 101216 1642. ref SDS 8
202210 - 4W5K
202211 -
202212 -
202213 -
202215 - ..
2023 -
2024 -
2025 - 2329
2026 -
202601 - Started letter to HP responding to Justin's letter this afternoon, per
202602 - above, and confirming understandings on solving the problem.
202604 - ..
202605 - Very tired, so decided to send the letter in the morning.
202606 -
202607 - ***************************************************************
202608 - D R A F T
202609 - ***************************************************************
202610 -
202611 -
202612 - 1. Subject: Re: Justin V CPL # 7502310330 Unable to Contact you concerning your recent Hewlett Packard support event
202613 - From: Rod Welch
202614 - Date:
202615 - To: HP-SBEL_SUPPORT_EN@MAIL.SUPPORT.HP.COM
202617 - ..
202618 - 2. Dear Justin,
202620 - ..
202621 - 3. Thanks for timely follow up on subject case number with your
202622 - call, per above, ref SDS 0 E46L, and letter sent today, shown
202623 - also above. ref SDS 0 PQ4J
202624 -
202625 - [On 120223 1119 finalized this draft, and submitted the
202626 - letter to HP. ref SDS 29 U65M
202628 - ..
202629 - 4. Called and talked to Richard this evening, per above.
202630 - ref SDS 0 VL6F
202632 - ..
202633 - 5. He reviewed HP's documentation on my order H121417210 and
202634 - confirmed that it shows we received an h8 1280t with Intel
202635 - (Pittsburgh) motherboard, ref SDS 0 5E85, as shown on the HP
202636 - Packing List for serial number 2MD20606BY.[...shown in the
202637 - record on 120214 1433. ref SDS 21 HA6N...]
202639 - ..
202640 - 6. Richard advised further that HP records state this computer
202641 - should be assembled according to specifications listed on the HP
202642 - Internet address...
202643 -
202644 - http://h10025.www1.hp.com/ewfrf/wc/document?docname=c03189539&cc=us&dlc=en&lc=en&product=5155363
202646 - ..
202647 - 7. Since an h8qe was ordered, Richard advised that the customer
202648 - can return the h8 1280t for replacement with an h8qe; or,
202649 - alternatively the customer can accept the h8 1280t and HP will
202650 - make repairs to comply with published specifications by
202651 - installing an Intel Pittsburgh motherboard and an X79 Express
202652 - chipset. Such modifications will be made at an HP Repair
202653 - Center. ...[citing the record today on 120222 1938 at 2030,
202654 - ref SDS 0 747K...].
202656 - ..
202657 - 8. I agreed to this solution, because software diagnostics show
202658 - the computer I received is identified internally as an h8
202659 - 1280t, as well as on the case externally, and, as noted, on the
202660 - Packing List; but, it does not have either an Intel Pittsburgh
202661 - motherboard, nor the Intel X79 Express chipset. The computer
202662 - received on 120214 has "HP Model 2ACE" motherboard and Intel
202663 - "ID3C00" chipset. Accordingly, conforming the computer to HP
202664 - specifications optimizes performance, and enables service and
202665 - support by aligning HP records with product components.
202667 - ..
202668 - 9. Richard said that HP will submit a box for shipping the computer
202669 - to a Repair Center for review and correction.
202670 -
202671 - ***************************************************************
202672 - D R A F T
202673 - ***************************************************************
202675 - ..
202676 - 10. When the computer was received on 120214, HP was notified of CPU
202677 - defects, and that the wireless keyboard and mouse did not work.
202678 - Sierra in HP sales said that she ordered replacements, and that I
202679 - would receive another wireless mouse and keyboard in 5 - 7 days.
202680 - Today, was the 7th day, and nothing has been received.
202681 - Additionally, in the call this evening, Richard checked HP's
202682 - status on order H121417210 and found no record that HP has
202683 - actually shipped replacement keyboard and mouse. This may be
202684 - prudent, since keyboard and mouse problems might be corrected by
202685 - correcting the motherboard and chipset to HP specifications.
202687 - ..
202688 - 11. Hopefully, the keyboard and mouse will work correctly when the
202689 - computer is returned with the Intel Pittsburgh and X79 Express
202690 - chipset. If not, HP can take further action to resolve wireless
202691 - keyboard and mouse issues.
202693 - ..
202694 - 12. I mentioned to Richard in our call this evening that Tony P was
202695 - very effective and proactive resolving numerous issues on prior
202696 - order H114355414 beginning OA 101215. This entailed 3 trips by
202697 - an engineer to provide onsite services changing components, as
202698 - involved in this case today. HP persistence providing quality
202699 - products and commitment to customer satisfaction, demonstrated
202700 - again by Richard's support this evening, makes HP the leader in
202701 - the high tech industry.
202702 -
202709 -
202710 - ***************************************************************
202711 - D R A F T
202712 - ***************************************************************
202713 -
202714 - [On 120223 1119 finalized this draft, and submitted the
202715 - letter to HP. ref SDS 29 U65M
202716 -
202717 -
202718 -
202719 -
202720 -
202721 -
202722 -
202723 -
202724 -
202725 -
202726 -
2028 -