CONTACTS
SUBJECTS
C18 Computer Shipped Ahead Schedule 3 Weeks Fedex Tracking 685429176
2003 -
2003 - ..
2004 - Summary/Objective
2005 -
200501 - Follow up ref SDS 33 0000. ref SDS 32 0000.
200502 -
200503 -
200504 -
200505 -
200506 -
200508 - ..
2006 -
2007 -
2008 - Background
2009 -
200901 - 1. On 120221 0913 considered calling number in Packing List
200902 - received on 120214 1433, ref SDS 22 DL4R, and Explain claim
200903 - using the record on 120218 1802. ref SDS 26 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 28 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 28 49T9
200917 -
200918 -
200919 -
200921 - ..
2010 -
2011 -
2012 - Progress
2013 -
201301 - This morning received letter from HP asking to take another customer
201302 - satisfaction survey, which supplements an earlier survey taken on
201303 - 120221 0653. ref SDS 28 49T9 HP's letter today says...
201304 -
201305 - [...below on 120225 0614 at 0717 received another letter
201306 - asking to take another customer satisfaction survey.
201307 - ref SDS 0 GB5I
201308 -
201309 - 1. Subject: Your HP Order H121417210: Tell us what you think!
201310 - Date: Sat, 25 Feb 2012 11:50:20 +0000 (GMT)
201311 - From: HP Home & Home Office Store
201313 -
201314 - s CUSTOMER SURVEY
201316 - ..
201317 - 2. Your feedback makes a difference
201318 -
201319 - ..
201320 - 3. We hope you are enjoying the product(s) you recently ordered.
201321 - We continuously strive to provide a great shopping experience.
201323 - ..
201324 - 4. Please tell us how we did by completing a quick and
201325 - confidential 4-question survey.
201327 - ..
201328 - 5. Take survey now_
201329 -
201330 - http://www.shopping.hp.com/webapp/shopping/survey_form.do?orderNumber=H121417210
201332 - ..
201333 - 6. Take a minute to also leave a product review and help other
201334 - customers make smarter purchases.
201336 - ..
201337 - 7. Your review will be posted on our website upon approval.
201339 - ..
201340 - 8. Review your _
201341 -
201342 - http://www.shopping.hp.com/webapp/shopping/email_write_review.do?prodId=QC461AV%23ABA&user=de0edf073789ffdd6faf669c91cee76f646174653d3230313230323130267573657269643d3239353331363538266d61786167653d3630&isCTO=true&campaignId=emailCampaign
201344 - ..
201345 - 9. Review your HP USB 3.0 1TB Personal Media External Drive
201346 -
201347 - http://www.shopping.hp.com/webapp/shopping/email_write_review.do?prodId=BR388AA%23ABA&user=de0edf073789ffdd6faf669c91cee76f646174653d3230313230323130267573657269643d3239353331363538266d61786167653d3630&isCTO=false&campaignId=emailCampaign
201349 - ..
201350 - 10. Review your Logitech H600 Headset
201351 -
201352 - http://www.shopping.hp.com/webapp/shopping/email_write_review.do?prodId=KV3178&user=de0edf073789ffdd6faf669c91cee76f646174653d3230313230323130267573657269643d3239353331363538266d61786167653d3630&isCTO=false&campaignId=emailCampaign
201354 - ..
201355 - 11. Thank you,
201357 - ..
201358 - 12. The HP Home & Home Office store customer satisfaction team
201359 -
201360 -
201362 - ..
2014 -
2015 -
2016 - 0620
2017 -
201701 - Rated overall performance poor, balancing excellent work in Sales
201702 - Department processing discounts and price protection issues, cited in
201703 - the letter to Russel yesterday on 120224 1146, ref SDS 33 6P4H, and
201704 - further provided link to the same letter asking for assistance to
201705 - resolve problem receiving the wrong computer, also cited in the letter
201706 - on 120224 1146. ref SDS 33 6X9X
201708 - ..
201709 - This supplements previous survey on 120221 0653, ref SDS 28 49T9, and
201710 - asks again for assistance to resolve problems.
201712 - ..
201713 - Decided not to enter a product review, because at this time c18 is out
201714 - of spec, so the review on 120214 showing substandard performance does
201715 - not reflect HP's design and manufacturing objectives for the h8 1280t
201716 - configured with specified components. 120214 1433, ref SDS 22 QQ9O
201717 -
201718 -
201720 - ..
2018 -
2019 -
2020 - 0717
2021 -
202101 - Received another letter from HP asking to take a 3rd survey on
202102 - customer satisfaction, supplementing the survey earlier today, per
202103 - above, ref SDS 0 E46L, working with Case Management Department, and
202104 - saying...
202105 -
202106 - 1. Subject: Hewlett-Packard Customer Service Evaluation
202107 - Date: Sat, 25 Feb 2012 09:32:00 -0500
202114 - ..
202115 - 2. Hewlett-Packard's records indicate that you recently had an issue
202116 - which was escalated to a case manager or corporate representative.
202118 - ..
202119 - 3. Hewlett-Packard values all of its customers and we are concerned
202120 - that you needed to escalate an issue to our escalation team.
202122 - ..
202123 - 4. We are very interested in your feedback and have asked Harris
202124 - Interactive, a world leader in market research, to assist in
202125 - collecting and evaluating the quality of your escalation
202126 - experience.
202128 - ..
202129 - 5. Your candid feedback will help drive HP's on-going efforts to
202130 - improve its service and support. The survey will take
202131 - approximately 5 minutes to complete. Your responses will
202132 - remain confidential and will only be used in aggregate, unless
202133 - otherwise specified. HP will only use this information to
202134 - improve the services it provides to its valued customers.
202135 -
202136 - [On 120227 0046 provided feedback on case management and
202137 - requested support again to complete transaction.
202138 - ref SDS 34 JT5J
202140 - ..
202141 - 6. To access the survey, click on the link below or simply copy
202142 - and paste the link into your browser address bar.
202144 - ..
202145 - 7. We look forward to receiving your feedback. Thank you in
202146 - advance for your participation!
202148 - ..
202149 - 8. To access the survey click here:
202150 -
202151 - http://www.hpfeedback.com/g35616/?id=1976471350&pwd=1657&l=enu
202153 - ..
202154 - 9. Please do not reply to this email
202156 - ..
202157 - 10. Your prompt action is appreciated, as the ability to respond to this
202158 - survey will expire in fourteen (14) days from receipt.
202160 - ..
202161 - 11. There are opportunities in the survey for you to provide
202162 - comments regarding your most recent experience. However, if
202163 - you need immediate assistance, please contact HP directly. To
202164 - locate an HP support or service telephone number visit
202165 -
202166 - http://www.hp.com/support
202168 - ..
202169 - 12. The HP privacy mailbox address is
202170 -
202171 - 11445 Compaq Center
202172 - Drive W.
202173 - Mailstop 040307.
202174 - Houston, TX 77070.
202176 - ..
202177 - 13. HP is committed to protecting your privacy. For more
202178 - information about the choices you have regarding communications
202179 - from HP, please visit:
202180 -
202181 - http://welcome.hp.com/country/us/eng/privacy.htm
202183 - ..
202184 - 14. If you want to be excluded from future surveys please click
202185 - below:
202186 -
202187 - http://remsub.harrispollonline.com/remsub/undo.asp?email=rod@WELCHCO.COM&job=G35616&respondentID=257083233&language=ENU&opt=1
202189 - ..
202190 - 15. If you have questions concerning this survey or collection and
202191 - use of your personal information, please contact
202192 -
202193 - hp_helpdesk_en@survey.hp.com
202194 -
202195 - 16. (35616 -- Escalation -- Eng)
202196 -
202197 -
202199 - ..
2022 -
2023 -
2024 - 1234
2025 -
202501 - Rated Case Mangement communication skills as good, customer
202502 - satisfaction on the order is not satisfactory.
202504 - ..
202505 - For comment entered...
202506 -
202507 - 1. Prior work with Sales in Oct [...e.g., on 101021 0953.
202508 - ref SDS 4 YQ7G...], and Case Management in Dec 2010 was
202509 - excellent solving many complex issues [...e.g., on 101215 1443.
202510 - ref SDS 8 MM5T...], following through on commitments and
202511 - coordinating HP resources to deliver product satisfying
202512 - customer needs and reasonable expectations based on sales
202513 - representations.
202515 - ..
202516 - 2. This was accomplished with CM taking ownership and using email
202517 - for timely, written explanation of problems, objectives and
202518 - commitments. Don't know why things worked well last time and
202519 - not this time. Maybe the customer is too demanding.
202521 - ..
202522 - 3. HP has great people and products. This is a very sad episode.
202523 - HP delivered a product out of spec [...reported on 120214 1433.
202524 - ref SDS 22 HA6N...]. Sales twice said mailing label was sent
202525 - to return and replace defective product [...reported on 120215
202526 - 1731. ref SDS 23 178L, and with Mary on 120220 2121.
202527 - ref SDS 27 Z19I...]. Nothing happened.
202529 - ..
202530 - 4. CM said HP would pick up cpu next day and conform to published
202531 - specs [...reported on 120222 1928. ref SDS 30 747K...], but
202532 - called next day and cancelled repair order [...shown in the
202533 - record on 120223 1119. ref SDS 31 E46L...], evidently because
202534 - marketing got caught up in a "bait and switch" op, and no one
202535 - has authority to fashion creative, equitable solution. This is
202536 - 3rd survey on this order; there is still no follow up.
202537 -
202538 -
202539 -
202540 -
202541 -
202542 -
202543 -
202544 -
202545 -
2026 -