CONTACTS 
0201 - Fry's Electronics Store #24
020101 - Mr. Ryan Duldulao
020102 - Service Technician
020104 - Service Department

SUBJECTS
HP Technical Support C17 Refuses Assist Customer Setup Windows XP De

0403 -
0403 -    ..
0404 - Summary/Objective
0405 -
040501 - Follow up ref SDS 38 0000. ref SDS 37 0000.
040502 -
040503 -
040504 -
040505 -
040506 -
040508 -  ..
0406 -
0407 -
0408 - Background
0409 -
040901 - Background is reported on 101019 0846. ref SDS 21 M75I
040903 -  ..
040904 - On 101021 0900 received letter from Kristin confirming order and
040905 - listing product specification details of the order, ref SDS 25 PQ9R,
040907 -  ..
040908 - On 101115 1332 Ryan reported that Fry's investigation discovered that
040909 - HP omitted Bluetooth support, 101115 1805, ref SDS 39 TA8K; conflicts
040910 - with the HP order item #10 on 101021 0953. ref SDS 25 635Y
040912 -  ..
040913 - On 101230 1639 received HP bt500 Bluetooth USB 2.0 Wireless Adapter
040914 - shipped by HP, ref SDS 41 HG4J, for HP order number H115456236 issued
040915 - by Tony on 101223 0921. ref SDS 40 G73J
040917 -  ..
040918 - On 101231 2216 tried HP bt 500 Bluetooth USB adapter to use with
040919 - Bluetooth wireless mouse;, ref SDS 42 4W5K; HP CD for Bluetooth device
040920 - driver eventually installed, but could not get Windows 7 Bluetooth
040921 - Control Panel to recognize wireless mouse. ref SDS 42 LK6H
040922 -
040923 -
040925 -  ..
0410 -
0411 -
0412 - Progress
0413 -
041301 - C17 Configuration Progress Problems Finding XP Drivers
041302 - HP Technical Support Refuses to Assist Customer Optimize Computer
041303 -
041304 - Follow up ref SDS 38 NX9O, ref SDS 37 NX9O.
041305 -
041306 - As a result of failure to configure wireless mouse for Bluetooth
041307 - support using the new USB Bluetooth adapter, reported yesterday on
041308 - 101231 2216. ref SDS 42 LK6H...
041310 -  ..
041311 - Called HP Technical Support.
041312 -
041313 -                    800-474-6836
041315 -  ..
041316 - Talked to Deep.
041318 -  ..
041319 - C17 was received on 101105 1141. ref SDS 33 XH4I
041321 -  ..
041322 - Product................................... HP Pavilion Elite HPE 490t
041323 - Serial number............................. 2MD0440CCZ
041324 - Product number............................ XM559AV#ABA
041326 -  ..
041327 - Tony opened new complaint today...
041328 -
041329 -          New Case #............................. 7501750039
041331 -  ..
041332 - Deep asked for the phone number.
041334 -  ..
041335 - Explained record on 101231 2216. ref SDS 42 4W5K
041336 -
041338 -  ..
0414 -
0415 -
0416 - 2045
0417 -
041701 - Deep used the procedure for HP to take remote control of c17 and
041702 - configure the mouse and using the same procedure for configuring the
041703 - printer last week.
041705 -  ..
041706 - Initially, this failed.
041708 -  ..
041709 - Booted the computer, and then was able to setup Deep for remote
041710 - control.
041712 -  ..
041713 - Deep opened Bluetooth Control Panel, and clicked on...
041714 -
041715 -        Add a Device....
041717 -  ..
041718 - Windows 7 does not list the wireless mouse; it continues to list
041719 - nothing, as occurred previously on 101231 2216. ref SDS 42 LK6H
041720 -
041721 -            [On 110113 1225 HP technician on site configured Bluetooth
041722 -            mouse; Bluetooth internal adapter was not installed
041723 -            according to HP documentation; after making correction, the
041724 -            mouse was recognized by Bluetooth "Add Device" program.
041725 -            external bt500 Bluetooth adapter failed due to conflict
041726 -            with internal device. ref SDS 45 1Q7W
041728 -  ..
041729 - Deep asked if the mouse is powered up.
041731 -  ..
041732 - Verified the mouse is on shown by red light on the bottom of the
041733 - mouse.
041735 -  ..
041736 - Deep is concerned that the connection is not for an HP mouse.
041738 -  ..
041739 - We reviewed the record showing HP represented that the wireless mouse
041740 - will work with c17 the same as it does for c16, reported on 101018
041741 - 0817. ref SDS 20 JK8I
041743 -  ..
041744 - Deep noted that bluetooth wireless support for notebooks is generally
041745 - less complicated and so easier to configure than for desktops.
041747 -  ..
041748 - We considered Bluetooth provides a generic universal protocol that
041749 - enables wirelss connections without complicated device drivers and
041750 - configuration.
041752 -  ..
041753 - Deep asked for the manufacturer of the wireless mouse...
041755 -  ..
041756 - Looked on the bottom of the mouse and reported it says...
041757 -
041758 -        Targus
041759 -        Model................. AMB04US
041760 -        Serial................ 090400077
041761 -
041763 -  ..
0418 -
0419 -
0420 - 2103
0421 -
042101 - Deep asked to hold the line.
042102 -
042104 -  ..
0422 -
0423 -
0424 - 2111
0425 -
042501 - Deep came back online.
042502 -
042503 - Deep said that since the connection is for a Targus mouse and not an
042504 - HP mouse HP, will not troubleshoot the problem.  He indicated that HP
042505 - Technical Support is only trained to support HP products.
042507 -  ..
042508 - Proposed trying to configure the mouse using training for HP mouse,
042509 - and if that fails we will try something else.
042511 -  ..
042512 - Deep feels this conflicts with HP policy.
042513 -
042514 -            [On 110104 1838 Tony called with HP Technical Support Case
042515 -            Manager Department - he ordered a replacement part to
042516 -            configure c17 for Bluetooth wireless using an internal LAN
042517 -            wirelss care with bluetooth. ref SDS 43 RY5G
042519 -             ..
042520 -            [On 110107 1413 Ryan at Fry's advised that he synchronized
042521 -            the bluetooth wireless mouse with c16 merely by opening
042522 -            Bluetooth device manager and selecting "Add Device," and
042523 -            indicated that if this is not working on c17, then the
042524 -            bluetooth adapter may be defective. ref SDS 44 FL5I
042526 -  ..
042527 - We reviewed the record showing that HP policy is applied differently
042528 - in the Sales Department.
042530 -  ..
042531 - Kristin
042532 -
042534 -  ..
0426 -
0427 -
0428 - 2145
0429 -
042901 - Deep transferred the call to the Printer Department.
042902 -
042903 - After a 10 minute wait, the telephone line began a series of beeps
042904 - that indicated HP dropped the call.
042905 -
042906 -
042907 -
042908 -
042909 -
042910 -
042911 -
042912 -
0430 -