CONTACTS
SUBJECTS
C18 Computer Shipped Ahead Schedule 3 Weeks Fedex Tracking 685429176
2003 -
2003 - ..
2004 - Summary/Objective
2005 -
200501 - Follow up ref SDS 29 0000. ref SDS 28 0000.
200502 -
200503 -
200504 -
200505 -
200507 - ..
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 - Received call from Richard at HP following up work last night to fix
201302 - the problem delivering the wrong computer, reported on 120222 1928.
201303 - ref SDS 29 VL6F
201305 - ..
201306 - Richard said he made a mistake last night. He came in this morning
201307 - and found the order he entered to fix c18 was rejected. Richard
201308 - explained he made a mistake applying policy to conform the computer
201309 - delivered to specifications, reported on 120222 1928. ref SDS 29 747K,
201310 - and claimed he was informed today of another policy or new policy for
201311 - customers to accept computers that are out of spec, or return and get
201312 - another computer for which no specification is available.
201314 - ..
201315 - This was a troubling disclosure setting back progress yesterday on
201316 - concluding this transaction. I was less than cordgial succumbing to
201317 - frustration asking HP to install specified parts.
201319 - ..
201320 - Experience showing h8 1280t is a new model than the h8qe, and that as
201321 - configured without non-specified components it runs slower than c17,
201322 - reported on 120214 1433, ref SDS 21 QQ9O, purchased 2 years ago,
201323 - indicates that accepting the h8qe without specifications seems like
201324 - only another setback toward increasing computer performance for SDS,
201325 - planned with this procurement on 120205 0907. ref SDS 17 6A5M
201327 - ..
201328 - Thanked Richard for his call.
201329 -
201331 - ..
2014 -
2015 -
2016 - 1138
2017 -
201701 - To set out in the record continued efforts to resolve delivery problem
201702 - on c18, sent the letter drafted last night, ref SDS 29 0O5G, to
201703 - confirm agreement on conforming h8 1280t to HP specifications...
201704 -
201705 - 1. Subject: Re: Justin V CPL # 7502310330 Unable to Contact you concerning your recent Hewlett Packard support event
201706 - Date: Thu, 23 Feb 2012 11:39:41 -0800
201710 - ..
201711 - 2. Dear Justin,
201713 - ..
201714 - 3. Thanks for timely follow up on subject case number with your
201715 - call [...yesterday on 120222 1928, ref SDS 29 E46L...], and
201716 - letter sent today, shown [...yesterday on 120222 1928.
201717 - ref SDS 29 PQ4J...].
201719 - ..
201720 - 4. Called and talked to Richard this evening.
201722 - ..
201723 - 5. He reviewed HP's documentation on my order H121417210 [...
201724 - placed 120205 0907. ref SDS 17 6A5M...] and confirmed that it
201725 - shows we received an h8 1280t with Intel (Pittsburgh)
201726 - motherboard, ref SDS 29 5E85, as shown on the HP Packing List
201727 - for serial number 2MD20606BY.[...shown in the record on 120214
201728 - 1433. ref SDS 21 HA6N...]
201730 - ..
201731 - 6. Richard advised further that HP records state this computer
201732 - should be assembled according to specifications listed on the HP
201733 - Internet address...
201734 -
201735 - http://h10025.www1.hp.com/ewfrf/wc/document?docname=c03189539&cc=us&dlc=en&lc=en&product=5155363
201737 - ..
201738 - 7. Since an h8qe was ordered, Richard advised that the customer
201739 - can return the h8 1280t for replacement with an h8qe; or,
201740 - alternatively the customer can accept the h8 1280t and HP will
201741 - make repairs to comply with published specifications by
201742 - installing an Intel Pittsburgh motherboard and an X79 Express
201743 - chipset. Such modifications will be made at an HP Repair
201744 - Center. [...reported on 120222 1928. ref SDS 29 747K...]
201746 - ..
201747 - 8. I agreed to this solution, because software diagnostics show
201748 - the computer I received is identified internally as an h8
201749 - 1280t, as well as on the case externally, and, as noted, on the
201750 - Packing List; but, it does not have either an Intel Pittsburgh
201751 - motherboard, nor the Intel X79 Express chipset. The computer
201752 - received on 120214 has "HP Model 2ACE" motherboard and Intel
201753 - "ID3C00" chipset. [...reported on 120214 1433. ref SDS 21
201754 - I13F...]. Accordingly, conforming the computer to HP
201755 - specifications optimizes performance, and enables service and
201756 - support by aligning HP records with product components.
201758 - ..
201759 - 9. Richard said that HP will submit a box for shipping the
201760 - computer to a Repair Center for review and correction. [...
201761 - reported on 120222 1928. ref SDS 29 7E8N...].
201763 - ..
201764 - 10. When the computer was received on 120214, HP was notified [...
201765 - the next day...] of CPU defects, and that the wireless keyboard
201766 - and mouse did not work. Sierra in HP sales said that she
201767 - ordered replacements, and that I would receive another wireless
201768 - mouse and keyboard in 5 - 7 days. [...reported on 120215 1731,
201769 - ref SDS 22 WQ3M...]. Today, was the 7th day, and nothing has
201770 - been received. Additionally, in the call this evening, Richard
201771 - checked HP's status on order H121417210 and found no record
201772 - that HP has actually shipped replacement keyboard and mouse.
201773 - This may be prudent, since keyboard and mouse problems might be
201774 - corrected by correcting the motherboard and chipset to HP
201775 - specifications.
201777 - ..
201778 - 11. Hopefully, the keyboard and mouse will work correctly when the
201779 - computer is returned with the Intel Pittsburgh and X79 Express
201780 - chipset. If not, HP can take further action to resolve
201781 - wireless keyboard and mouse issues.
201783 - ..
201784 - 12. I mentioned to Richard in our call this evening that Tony P was
201785 - very effective and proactive [...reported on 120222 1928.
201786 - ref SDS 29 YN4J...] resolving numerous issues on prior order
201787 - H114355414 beginning OA 101215. [...referencing the letter to
201788 - HP on 101216 1642. ref SDS 8 4W5K...]. This entailed 3 trips
201789 - by an engineer to provide onsite services changing components,
201790 - as involved in this case today. HP persistence providing
201791 - quality products and commitment to customer satisfaction,
201792 - demonstrated again by Richard's support this evening, makes HP
201793 - the leader in the high tech industry.
201794 -
201800 -
201802 - ..
2019 -
2020 -
2021 - 1408
2022 -
202201 - Received a letter from HP saying...
202202 -
202203 - 1. Subject: HP Reference Number: 7502310330
202204 - Date: Thu, 23 Feb 2012 19:55:54 +0000 (UTC)
202211 - ..
202212 - 2. My name is Richard from the Hewlett Packard AMS TCO
202213 - Escalations team. As per our conversation I have included my
202214 - contact information and hours. Recently we discussed the
202215 - reciept of a wrongfully sent pc tou you. Earlier this month you
202216 - placed an order with Home and Home office for a Pavilion HPE
202217 - h8qe customizable Desktop PC, but instead you recieved HP
202218 - Pavilion HPE h8-1280t CTO Desktop PC.
202220 - ..
202221 - 3. Based on our records you recieved this unit Feb 14, 2012 2:30
202222 - PM. There is no doubt that the unit you recieved was not the
202223 - one you ordered.
202225 - ..
202226 - 4. During our initial conversation you inquired if i could change
202227 - the MB out for the model that was ordered with your original
202228 - order.
202230 - ..
202231 - HP misstates transaction requirements and discussion notifying HP the
202232 - computer delivered does not conform with HP specifications nor with
202233 - the HP Packing List, reported on 120214 1433. ref SDS 21 HA6N
202234 -
202235 - [On 120225 0614 at 0717 received another quality control
202236 - letter asking to take another customer satisfaction survey
202237 - on working with Case Management Department. ref SDS 31 GB5I
202239 - ..
202240 - HP's letter further misstates customer request. There could be no
202241 - request to change the motherboard for the model with the original
202242 - order, because no motherboard is specified for the h8qe as there is
202243 - for the h8 1280t. Case manager stated emphatically that HP policy
202244 - required repairing defects in the h8 1280t computer delivered by
202245 - installing specified components, reported on 120222 1928, ref SDS 29
202246 - 747K Alternatively, the customer could exchanging the computer
202247 - delivered for an h8qe.
202249 - ..
202250 - HP's letter continues...
202251 -
202252 - 5. I looked into this matter and as I told you this morning this
202253 - repair cannot be processed because the components in the unit
202254 - you recieved were installed for that paticular unit. If the
202255 - unit came into the service center, all they would do would
202256 - switch it out for the same motherboard type.
202258 - ..
202259 - HP presents significantly conflicting proposition that HP installs
202260 - components that are not specified.
202262 - ..
202263 - In effect HP maintains any label can be placed on a computer and sent
202264 - to customers without specified components designed to yield
202265 - performance benchmarks and objective criteria for determining
202266 - compliance with the order placed, i.e., did customer get what the
202267 - order reasonably intended.
202268 -
202269 - [On 120225 0614 at 0717 received another quality control
202270 - letter asking to take another customer satisfaction survey
202271 - on working with Case Management Department. ref SDS 31 GB5I
202273 - ..
202274 - What are performance, life cycle, service, warranty implications of
202275 - having an automobile, airplane, train, microwave, computer, etc., that
202276 - does not have specified components?
202278 - ..
202279 - HP's letter continues...
202280 -
202281 - 6. As stated you still have the opportunity to get the pc you
202282 - order, by calling Home and Home office before the 21 day return
202283 - policy expires 03/06/2012
202285 - ..
202286 - For some reason, HP refuses the fix the computer received, and insists
202287 - customer accept a computer which evidence indicates has no published
202288 - specification to assess compliance with customer procurement intent
202289 - nor HP performance representations that guided procurement placing
202290 - order H121417210 placed on 120205 0907. ref SDS 17 6A5M
202292 - ..
202293 - Accordingly, there is no basis to believe replacing a defective h8
202294 - 1280t computer with a defective h8qe computer will yield the intent
202295 - of the order.
202296 -
202297 - [On 120225 0614 at 0717 received another quality control
202298 - letter asking to take another customer satisfaction survey
202299 - on working with Case Management Department. ref SDS 31 GB5I
202301 - ..
202302 - HP's letter continues...
202303 -
202304 - 7. The office is open Monday through Friday 7:00am to 10:00pm CST.
202305 - My office hours are 1:30 pm --111:00 pm CST. Your Case
202306 - Reference Number is 7502310330. Please contact me directly at
202307 - (877)917-4380 ext. 79.
202309 - ..
202310 - Misstatements in HP's letter today, per above, ref SDS 0 K581, and
202311 - failure to support the core requirement for sales to provide products
202312 - with specified components, and thereby indicates this is not an
202313 - effective communciation channel.
202315 - ..
202316 - HP's letter continues...
202317 -
202318 - 8. Have a great day!
202319 -
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2024 -