CONTACTS 
0201 - Fry's Electronics Store #24
020101 - Mr. Petrus Steinmann; Manager
020103 - Service Department

SUBJECTS
Personal Computer PC Notebook Intel 64-bit Microprocessor Microsoft

0503 -
0503 -    ..
0504 - Summary/Objective
0505 -
050501 - Follow up ref SDS 8 0000. ref SDS 7 0000.
050502 -
050503 -
050504 -
050506 -  ..
0506 -
0507 -
0508 - Progress
0509 -
050901 - Yesterday, purchased HP HDX 18T Q9300 computer from HP. ref SDS 8 294M
050902 -
050903 - After making the purchase, tried calling HP technical support to
050904 - further assess details for accomplishing the requirement to install
050905 - Windows XP as primary OS and to install Windows 7 as dual boot
050906 - configuration for running 64-bit evirnonment, per planning on 090616.
050907 - ref SDS 1 QU7G, and further as agreed with Petrus yesterday on 090623
050908 - for Fry's to configure the new HP machine, even though it is not being
050909 - purchased through Fry's. ref SDS 7 0274
050911 -  ..
050912 - Efforts failed last night to contact HP Technical Support through a
050913 - customer call line. ref SDS 8 OS6L
050915 -  ..
050916 - Received a letter from HP that was unclear about the purpose, but
050917 - related to setting up a password for something. ref SDS 8 GD7N  Tried
050918 - clicking on the link to do the password setup task.  This failed,
050919 - ref SDS 8 03GH, so sent a letter to HP reporting the problem.
050920 - ref SDS 8 4R6J
050922 -  ..
050923 - Received a letter from HP with a telephone number to call for
050924 - assistance. ref SDS 8 UG5G
050926 -  ..
050927 - This morning called the new number in HP's letter last night.
050929 -  ..
050930 - Carrie Robertson in the sales department.
050932 -  ..
050933 - Contacted by calling...
050934 -
050935 -            888-222-0029
050936 -
050937 - ...from the letter received this last night responding to the errors
050938 - last night getting support from HP Technical Support. ref SDS 8 KH8P
050940 -  ..
050941 - Carrie said she can answer the question discussed with Brock last
050942 - night, and which was attempted to present for research with the HP
050943 - Technical Support folks last night.
050945 -  ..
050946 - Carrie spoke good English, and telephone voice transmission was strong
050947 - and clear, solving problems talking to the HP Technical Support last
050948 - nigth in Mexico and the Phillipines. ref SDS 8 OS6L
050950 -  ..
050951 - Asked how I was able to get someone who speaks English and with a
050952 - strong telephone signal this morning, and could not do this last
050953 - night? ref SDS 8 6X4J
050955 -  ..
050956 - Carrie laughed and said because she works days!!
050958 -  ..
050959 - Carrie explained that HP is in the process of returning Technical
050960 - Support to the US from off-shore, because these problems have proven
050961 - too difficult to solve.
050963 -  ..
050964 - Carrie further advised that the HP HDX 18T notebook computers will
050965 - have a dedicated support team located in the US.
050967 -  ..
050968 - This may simplify tech support going forward.
050970 -  ..
050971 - Asked how this call was routed directly into Technical Support, when
050972 - last night there were a lot of buttons to push, and multiple levels of
050973 - routing before anyone even considered connecting the call to the
050974 - Technical Support Group?
050976 -  ..
050977 - How can merely calling...
050978 -
050979 -            888-222-0029
050980 -
050981 - ...get the customer directly to someone who can take action?  This is
050982 - a miracle of modern technology beyond parallel in human experience.
050984 -  ..
050985 - Carrie laughed again and said that is because she is in the sales
050986 - department, not technical support.
050988 -  ..
050989 - Carrie said that Brock was correct last night representing that the HP
050990 - HDX 18t QX9300 Notebook can be configured by removing Vista and
050991 - installing Windows XP as the primary OS, and then installing Vista or
050992 - Windows 7 as a secondary dual boot OS. ref SDS 8 F43N
050994 -  ..
050995 - Asked to speak with Technical Support engineer to verify we can
050996 - accomplish this configuration.
050998 -  ..
050999 - Carrie said this issue does not require Technical Support because she
051000 - is very sure Windows XP will install without any problems on the HP
051001 - HDX 18T QX9300 notebook computer.
051003 -  ..
051004 - Based on this assurance, agreed to confirm the purchase this morning.
051005 -
051006 -        [On 090706 1028 problems installing Windows XP on c16; called
051007 -        HP Technical Support and Mat, the supervisor, said that HP will
051008 -        not assist customers configure the computer with Windows XP as
051009 -        the primary OS, because the product is designed to use Vista.
051010 -        ref SDS 9 RG56
051012 -         ..
051013 -        [On 090708 1109 Malcolm another supervisor with HP Technical
051014 -        Support advised that HP has a video explaining how customers
051015 -        can install Windows XP to replace Vista, ref SDS 10 OE5Q;
051016 -        however, review of the video does not explain how to get past
051017 -        the blue screen error message. ref SDS 10 OE4M
051019 -  ..
051020 - Asked Carrie for assistance with a letter received from HP late last
051021 - night on 090623 pertaining to a "password." ref SDS 8 GD7N
051023 -  ..
051024 - Explained problem of executing instructions in HP's letter and was
051025 - unable to complete whatever it was HP intended. ref SDS 8 03GH
051027 -  ..
051028 - Carrie said she was able to access the Welch account using the
051029 - password without difficulty.   As a resut, she feels the password has
051030 - been setup and can be accessed, so despite the error messages from HP,
051031 - there is no reason to continue trying to perform the task in HP's
051032 - letter on 090623. ref SDS 8 UG5G
051034 -  ..
051035 - We did an experiment logging onto the HP Home Office website...
051036 -
051037 -              https://www.shopping.hp.com
051039 -  ..
051040 - Carrie suggested selecting an option for...
051041 -
051042 -       Sign In
051044 -  ..
051045 - This opens another location...
051046 -
051047 -              https://www.shopping.hp.com/webapp/shopping/sign_in.do
051048 -
051049 - ...or alternatively...
051050 -
051051 -              https://www.shopping.hp.com/webapp/shopping/sign_in.do;HHOJSID=GnLKKCxRYK9LNgLL93yZQD48PhHl2T8lQkTsHYXprKH1trdm2WQm!1467097165?jumpid=re_R329_prodexp%2Fhhoslp%2Fsplit%2Fsignin
051053 -  ..
051054 - Entering the email address and password opens yet another location
051055 - with following error message...
051056 -
051057 -              https: /www.shopping.hp.com/webapp/shopping/sign_in.do?TYPE=33554433&REALMOID=06-000d3 1f-40af-19fb-a959-36e8597677b5&GUID=&SMAUTHREASON=0&METHOD=GET&SMAGENTNAME=$SM$ g57mvJHEDGKss4msZsj0XW7wIYZ6eheqvSoS%2fI4s10ReLk6oRpD1e4eyUi3GYG7&TARGET=$SM$ht ps%3a%2f%2fwww%2eshopping%2ehp%2ecom%2fwebapp%2fprotect%2fshopping%2fsign_in_submit%2edo
051058 -
051059 -            The e-mail address and password you entered do not match
051060 -            any accounts at the HP Home & Home Office Store. Please
051061 -            make sure you entered the right e-mail and password
051062 -            combination. If you forgot your password and would like to
051063 -            access your account, please click here  and we will email
051064 -            you one.
051066 -  ..
051067 - Carrie said there is nothing in the record that explains why she can
051068 - enter the email address and password and get access to the Welch
051069 - account, and the customer cannot do this.
051071 -  ..
051072 - Discussed another matter.
051074 -  ..
051075 - Carrie asked if Millie is available.  Her computer records show
051076 - someone needs to talk with Millie to confirm the transaction last
051077 - night.
051079 -  ..
051080 - Carrie started to transfer the call to the HP Sales Verification
051081 - Department.
051083 -  ..
051084 - Explained prior problems of transferred calls being dropped.  Work is
051085 - delayed, because the transaction has to be started over.  Asked for a
051086 - number to call Carrie back in that event.
051088 -  ..
051089 - Carrie said she does not have a direct call back number.  Customers
051090 - can call back, and will be connected to other highly competent HP
051091 - employees, like her.
051093 -  ..
051094 - Explained it is very rare that a customer rep will take ownership of
051095 - an issue and be responsible to accomplish objectives, beyond
051096 - transferring the call to someone else.  Carrie has demonstrated in
051097 - this call willingness to be proactive, and so it is helpful to have
051098 - contact avenues for following up.  Asked if Carrie has an email
051099 - address for confirming understandings.
051101 -  ..
051102 - Carrie said HP customer support reps cannot support customers with
051103 - high speeed communications commonly called email to confirm highly
051104 - fungible conversation on the telephone.
051106 -  ..
051107 - Carrie said she must transfer the call, but will retain control, so if
051108 - there is a problem with the transfer, she will come back online and
051109 - resolve the situation.  Additionally, she has our number, and if the
051110 - line is dropped, she will call back to complete work immediately.
051112 -  ..
051113 - Carrie transferred the call.
051114 -
051116 -  ..
0512 -
0513 -
0514 - 0923
0515 -
051501 - Carrie came back online.  She said the Sales Verification Department
051502 - does not need to speak directly to Millie.  They are satisfied with
051503 - the order.  HP will send a paid invoice for the transaction later
051504 - today.
051505 -
051507 -  ..
0516 -
0517 -
0518 - 1429
0519 -
051901 - When we arrived home from hiking the Safeway trail, there was a call
051902 - in progress leaving a message.
051904 -  ..
051905 - Picked up the call, and talked to Barbara with HP.
051907 -  ..
051908 - Barbara performed a sales verification interview with Millie.
051910 -  ..
051911 - She initially verified Millie's identity by asking questions about
051912 - prior places Millie has lived; they asked where Rod has lived, and
051913 - they asked where Steve has lived.  How they know where Steve lives and
051914 - or is related to Millie is a good question.
051916 -  ..
051917 - In any case, seemed to pass the sales verification process.
051919 -  ..
051920 - Millie thanked Barbara and HP for being diligent to verify the charge
051921 - to her credit card is approved.
051922 -
051923 -
051924 -
051925 -
0520 -

SUBJECTS
Default Null Subject Account for Blank Record

0703 -
0704 - 1732
070501 -  ..
070502 - Received invoice confirming procurement HP notebook...
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