CONTACTS
SUBJECTS
C18 Computer Shipped Ahead Schedule 3 Weeks Fedex Tracking 685429176
2003 -
2003 - ..
2004 - Summary/Objective
2005 -
200501 - Follow up ref SDS 31 0000. ref SDS 29 0000.
200502 -
200503 -
200504 -
200505 -
200506 - [On 120225 0614 received HP survey on customer satisfaction
200507 - on order H121417210; notified of problems getting wrong
200508 - computer and linked to this letter on 120224, ref SDS 0
200509 - 6X9X, requesting assistance. ref SDS 32 KE8N
200510 -
200511 -
200513 - ..
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 - HP's Case Management letter received yesterday reported HP delivered
201302 - the wrong computer, reported on 120223 1119. ref SDS 30 K57V; but,
201303 - then misstated the solution HP proposed, ref SDS 30 K581, which was to
201304 - replace components with parts that conform to product specifications,
201305 - and which was accepted in the call the day before on 120222 1928.
201306 - ref SDS 29 RS8O Besides misrepresentations, HP further withdrew the
201307 - solution to align the h8 1280t computer delivered with product
201308 - specifications, again shown on 120223 1119, ref SDS 30 SE8V As a
201309 - result, HP's letter offering to communicate further with Case
201310 - Management is not an effective communication channel. 120223 1119,
201311 - ref SDS 30 K595
201313 - ..
201314 - Previously, Kristin was effective resolving procuement problems on
201315 - c17, cited in the letter to Tony on 101216 1642. ref SDS 8 8J4R Case
201316 - study on buying c17 listed on 101115 1843. ref SDS 7 653F Should try
201317 - to reach out to her for assistance. She has been promoted to another
201318 - department, but at this time Kristin seems to be the only viable
201319 - contact.
201321 - ..
201322 - Since Russel in HP Sales Resolution was effective processing payment
201323 - issues, and since numerous efforts have failed to solve the problem of
201324 - receiving the wrong computer on 120214, tried today asking Russel to
201325 - take ownership of this matter and work on an equitable solution as
201326 - follows...
201327 -
201328 - 1. Subject: [Fwd: Presidential Sale Continues! See New PC Bonus Deals]
201329 - Date: Fri, 24 Feb 2012 12:37:04 -0800
201334 - ..
201335 - 2. ATTN: Home and Home Office Store Resolutions Department
201337 - ..
201338 - 3. Dear Russel,
201340 - ..
201341 - 4. Thank you for timely and thorough research of HP's letter on
201342 - 120216 offering coupons for 25% discount on my order
201343 - H121417210. In our call on 120222, you explained that HP's 25%
201344 - discount offer expired on 120219, but recognized the customer
201345 - asked about this matter within the promotion period, and so you
201346 - escalated the issue to obtain full coverage. You further
201347 - explained having authority to award immediate 10% discount. To
201348 - expedite the transaction, I agreed, and you issued confirmation
201349 - M121690402.
201351 - ..
201352 - 5. Coincidentally, later that day on 120222, I received another HP
201353 - promotional letter saying...
201355 - ..
201356 - Presidential Sale Continues! See New PC Bonus Deals
201358 - ..
201359 - 6. This seems to indicate that the expiration date that was
201360 - thought to prevent award of 25% discount, was actually
201361 - extended.
201363 - ..
201364 - 7. This morning at 0700, I received yet another HP letter saying...
201365 -
201366 - Up to 60% Off Ends Tomorrow - See the New Coupon!
201368 - ..
201369 - 8. Clearly, a big challenge in the 21st century is keeping up with
201370 - HP sales promotions.
201372 - ..
201373 - 9. However, I have a bigger problem, which I hope you or someone
201374 - at HP will take ownership to resolve.
201376 - ..
201377 - 10. The computer I have does not conform to HP specifications. I
201378 - want it replaced with one that does, and which meets the intent
201379 - of order H121417210 to purchase the highest performance
201380 - computer available, as shown in the record on 120205, the date
201381 - of purchase (see line 3603). ref SDS 17 6A5M
201382 -
201383 - [On 120225 0614 received HP survey on customer satisfaction
201384 - on order H121417210; notified of problems getting wrong
201385 - computer and linked to this letter on 120224, ref SDS 0
201386 - 6X9X, requesting assistance. ref SDS 32 KE8N
201388 - ..
201389 - 11. As you can see the packing list received with the computer [...
201390 - on 120214...] says HP delivered an h8 1280t Intel (Pittsburgh)
201391 - - see line 200942. ref SDS 21 HA6N
201393 - ..
201394 - 12. Reading through the record you will see, we have an h8 1280t in
201395 - name only, i.e., the motherboard and chipset are for something
201396 - else. [...shown on 120214 1433. ref SDS 21 HF4N...]
201398 - ..
201399 - 13. I am agreeable to replacing the h8qe ordered with the h8 1280t
201400 - which HP claims to have delivered, provided the computer is
201401 - conformed to HP specifications, as set out in the record on
201402 - 120214. ref SDS 21 HF4N
201404 - ..
201405 - 14. So far, numerous calls with HP agents have resulted in promises
201406 - to replace and conform the cpu to the h8 1280t specifications.
201407 - That is agreeable because research to buy the computer on
201408 - 120205, indicated components missing from the h8 1280t, as
201409 - delivered, have a strong likelihood to yield performance
201410 - intended in making the purchase. [...reported on 120205 0907.
201411 - ref SDS 17 6A5M...]
201413 - ..
201414 - 15. Most recently, yesterday I received a call from HP case
201415 - management advising they made a mistake saying HP policy is to
201416 - conform HP products to HP specifications, and instead insisting
201417 - the customer return the h8 1280t and receive an h8qe, as shown
201418 - on order H121417210. [...shown on 120223 1119. ref SDS 30
201419 - E46L...]
201421 - ..
201422 - 16. Unfortunately, I probably did not handle this sudden change of
201423 - "policy" with best behavior, and so take this opportunity to
201424 - apologize. [...referencing telecon on 120223 1119. ref SDS 30
201425 - RN4G...]. HP Case Management has always been professional,
201426 - constructive, and effective solving problems. [...cited in
201427 - letter to case management yesterday on 120223 1119. ref SDS 30
201428 - 744R, and referencing the letter last year on 101216 1642.
201429 - ref SDS 8 4W5K...].
201431 - ..
201432 - 17. None-the-less accepting an h8qe is now an extremely high risk
201433 - proposition based on experience the past week or so with the
201434 - hybrid h8 1280t having non-standard components and performing
201435 - below computer c17, purchased 2 years ago from HP. [...
201436 - reporting benchmark diagnostics on 120214 1433. ref SDS 21
201437 - QQ9O...]
201439 - ..
201440 - 18. I requested product specifications on the h8qe components prior
201441 - to purchase and was told by HP Sales rep to rely on published
201442 - reports for the i7-3960X processor for assessing performance of
201443 - the h8qe. As you can see from the record, numerous
201444 - publications rate the i7-3960X as the fastest processor, and
201445 - when configured with Intel DX79SI motherboard and X79 Extreme
201446 - chipset in fact yields the highest overall CPU performance,
201447 - which is our objective for this order, and further aligns with
201448 - HP sales representations for the h8qe, see again the record on
201449 - 120205, citing HP's Internet address.
201451 - ..
201452 - 19. Since performance diagnostics on the h8 1280t computer I have
201453 - from HP here on the desk tests equal and slower than the prior
201454 - computer I purchased from HP on 101021, I suspect this reflects
201455 - that it does not comply with HP specifications. Therefore,
201456 - unless the h8qe is configured with high performance components,
201457 - paying extra money for a high performance processor will be
201458 - equally ineffective.
201460 - ..
201461 - 20. My goal is to solve this procurement problem and get back to
201462 - work.
201463 -
201464 - [On 120225 0614 received HP survey on customer satisfaction
201465 - on order H121417210; notified of problems getting wrong
201466 - computer and linked to this letter on 120224, ref SDS 0
201467 - 6X9X, requesting assistance. ref SDS 32 KE8N
201469 - ..
201470 - 21. Options seem to be...
201471 -
201472 - 1. Cancel order and buy from somebody else.
201473 -
201474 - 2. Repair current h8 1280t computer to conform with
201475 - specifications.
201477 - ..
201478 - 3. Replace current computer with h8 1280t that complies with
201479 - HP specifications.
201481 - ..
201482 - 4. Replace h8 1280t computer with h8qe that meets performance
201483 - objectives, i.e, configured with Intel Pittsburgh or DX79SI
201484 - motherboard and X79 Extreme chipset, which are reported to
201485 - accomplish HP's claims that the h8qe is the fastest
201486 - computer, and was a critical objective in making the
201487 - purchase, as shown in the record on 120205 (see line
201488 - 360447...
201489 -
201490 - http://www.welchco.com/sd/08/00101/02/12/02/05/090755.HTM#RE3K
201492 - ..
201493 - 22. Additionally, I want to add a TV tuner, and change the video
201494 - card to use a standard HDMI port. Experience shows the
201495 - mini-HDMI presents risks of damage.
201497 - ..
201498 - 23. We should be able to conclude this matter quickly to satisfy
201499 - customer requirements. If you want more money, say how much,
201500 - and if the price is too high we can cancel the order and buy
201501 - from another vendor.
201503 - ..
201504 - 24. I will only add, it has always been enjoyable working with HP
201505 - on prior transactions. Your handling of the discount matter
201506 - was excellent. Ultimately, we need a computer that meets
201507 - requirements, so we can do more work and buy more computers
201508 - from HP or somebody.
201510 - ..
201511 - 25. Thanks very much for your support.
201520 - ..
201521 - 28. PS. Running up against deadlines, so hoping we can discuss an
201522 - equitable solution very soon.
201523 -
201524 - [On 120225 0614 received HP survey on customer satisfaction
201525 - on order H121417210; notified of problems getting wrong
201526 - computer and linked to this letter on 120224, ref SDS 0
201527 - 6X9X, requesting assistance. ref SDS 32 KE8N
201528 -
201529 -
201530 -
201531 -
201532 -
201533 -
201534 -
201535 -
201536 -
2016 -