CONTACTS
SUBJECTS
C18 Questions Computer Order H121417210 Work Plan Modifications Proc
2403 -
2403 - ..
2404 - Summary/Objective
2405 -
240501 - Follow up ref SDS 16 0000, ref SDS 15 0000.
240502 -
240503 - Notified HP to coordinate pending order before shipment in 3 weeks, to
240504 - avoid problems. ref SDS 0 KT9F HP refused to apply customer
240505 - communications to collaborate on avoiding problems and extra expense
240506 - to HP with the order that occurred on previous HP sales. ref SDS 0
240507 - 487J Received letter from HP notifying order for computer c18 has
240508 - already shipped 3 weeks ahead of schedule. ref SDS 0 7T9I
240509 -
240510 -
240511 -
240513 - ..
2406 -
2407 -
2408 - Progress
2409 -
240901 - Work Plan Configure C18 Questions Resolve Prior Shipment on 120302
240902 -
240903 - Follow up ref SDS 16 Q48O, ref SDS 15 Q48O.
240904 -
240905 - Implemented work plan on 120205, submitting questions to HP,
240906 - ref SDS 15 Q48O, on fine tuning the order,
240908 - ..
240909 - Background working with Tony is listed on 111125 0938. ref SDS 9 J85I
240910 -
240911 -
2410 -
2411 - 1907
2413 - ..
241301 - Called HP Sales Department about procurement on 120205, and following
241302 - up call with Ryan on 120202 0932. ref SDS 13 7M74
241303 -
241304 - 800 492-3341
241306 - ..
241307 - Talked to Paloma in Sales Escalation Department.
241309 - ..
241310 - Reported questions on order...
241311 -
241312 - H121417210
241313 -
241314 - ...and listed on 120205 0907. ref SDS 15 Q48O
241316 - ..
241317 - Paloma said she can receive an email to coordinate the order.
241319 - ..
241320 - Paloma says HP has an escalation group in the Sales Department, which
241321 - coordinate changes to orders placed on the Internet.
241323 - ..
241324 - She transferred the call.
241325 -
241327 - ..
2414 -
2415 -
2416 - 1042
2417 -
241701 - Talked to Dobie.
241702 -
241703 - Explained background buying computer on 120205 0907. ref SDS 15 Q48O,
241704 - and issues on modifying the scope of the sale to minimize after sale
241705 - adjustments and expense for HP, listed in the work plan also on 120205
241706 - 0907. ref SDS 15 Q48O
241708 - ..
241709 - Dobie asked for an explanation of issues to resolve in this case?
241711 - ..
241712 - Explained again there are 7 issues presented with the letter sent to
241713 - HP yesterday on 120208 0627, ref SDS 16 KT9F, and citing the record on
241714 - 120205 0907. ref SDS 15 Q48O
241716 - ..
241717 - Dobie said HP requires customers to verbally present complicated
241718 - issues by talking on the telephone. The case manager writes down what
241719 - the customer says in HP's computer, and then uses that record for case
241720 - management. Dobie advised that his boss won't let HP customer service
241721 - agents use efficiencies of electronic correspondence nor rely on links
241722 - to the Internet that expedite work saving time and money.
241724 - ..
241725 - Dobie's report of resistance at HP against relying on the record
241726 - aligns with prior work placing an order at HP on 120202 0932.
241727 - ref SDS 13 S161 More recently, this happened again just yesterday
241728 - when HP case management said company policy prevents reading
241729 - correspondence from customers, reported on 120208 0627. ref SDS 16
241730 - I56I
241732 - ..
241733 - We reviewed the record showing HP relies heavily on electronic
241734 - correspondece with many links for customers to access on the Internet,
241735 - shown on 120205 0907. ref SDS 15 YP3K HP's work practice demonstrates
241736 - expectation that customers routinely access links and thereby accept
241737 - information, which HP holds essential to the sales agreement, e.g.,
241738 - product specification, listed on 120205 0907. ref SDS 15 G85K, product
241739 - prices, also on 120205, ref SDS 15 W35H, and warranty on 120205.
241740 - ref SDS 15 H45G
241742 - ..
241743 - This record shows HP has total confidence in saving time and money
241744 - with efficient communications, i.e., fast and accurate, using
241745 - electronic correspondence and links the Internet.
241747 - ..
241748 - Dobie suggested sending fax.
241750 - ..
241751 - We reviewed the record showing fax is slow, cumbersome, and causes
241752 - endless mistakes because it does not provide efficient electronic
241753 - access to the record of related information essential to transact case
241754 - management.
241756 - ..
241757 - Advised have to end the call to attend an offsite meeting at 1130.
241759 - ..
241760 - Asked Dobie to get the letter submitted to HP yesterday, and be
241761 - prepared to discuss the 7 issues presented, per above. ref SDS 0 T55I
241762 -
241763 - [On 120210 1416 Dobie reported spending 4 hours correcting
241764 - mistakes talking about complex problems, ref SDS 17 W64G;
241765 - Dobie later asked his boss for permission to work
241766 - intelligently selling HP products by collaborating with
241767 - customers based on efficiencies of electronic
241768 - correspondence; however, the bos "just doesn't get it."
241769 - ref SDS 17 J43F
241771 - ..
241772 - Dobie said he will call back this afternoon OA 1400.
241773 -
241774 -
241775 -
241777 - ..
2418 -
2419 -
2420 - 1500
2421 -
242101 - Dobie did not call back.
242102 -
242103 - [On 120210 1416 Dobie called back and explained he didn't
242104 - call back today, because he was working with another
242105 - customer that took 4 hours. ref SDS 17 W64G
242106 -
242107 -
242108 -
242109 -
2422 -
SUBJECTS
C18 Computer Shipped Ahead Schedule 3 Weeks Fedex Tracking 685429176
4103 -
4104 - 2053
410501 - ..
410502 - C18 Computer HP Shipped 3 Weeks Ahead of Schedule
410503 -
410504 - Follow up ref SDS 15 6A5M.
410505 -
410506 - Received letter from HP saying...
410507 -
410508 - 1. Subject: Your HP Shipping Notification -- H121417210
410509 - Date: Fri, 10 Feb 2012 04:07:50 +0000 (GMT)
410513 - ..
410514 - 2. ORDER SHIPED
410515 -
410516 - 1. My order status
410517 -
410518 - https://www.shopping.hp.com/webapp/shopping/order_status_sign_in.do>
410520 - ..
410521 - 2. My account
410522 -
410523 - https://www.shopping.hp.com/webapp/shopping/sign_in.do
410525 - ..
410526 - 3. Customer service
410527 -
410528 - http://www.shopping.hp.com/webapp/shopping/help.do
410530 - ..
410531 - 4. Survey: Tell us how we did!
410532 -
410533 - https://www.shopping.hp.com/webapp/shopping/survey_optin.do?orderNumber=H121417210
410535 - ..
410536 - 3. Hello....
410540 - ..
410541 - Your order H121417210 is on its way! Your chosen shipping
410542 - method is Standard 5-7 Business Days and your tracking
410543 - number(s) is below.
410545 - ..
410546 - HP notice that c18 shipped today, conflicts with the order that
410547 - specifies the computer will ship on 120302, reported in the record on
410548 - 120205 0907. ref SDS 15 9W5K
410549 -
410550 - [On 120214 1433 received c18 HP H8qe computer,
410551 - ref SDS 18 7T9I, ordered on 120205 0907. ref SDS 15 6A5M
410553 - ..
410554 - HP letter continues...
410555 -
410556 - 4. ORDER INFORMATION
410557 -
410558 - 1. PRODUCT DESCRIPTION.................. HP Pavilion HPE h8qe Series
410559 - 2. TRACKING FedEx....................... 685429176400417
410560 -
410561 - http://www.fedex.com/Tracking?tracknumbers=685429176400417&action=track&language=english
410563 - ..
410564 - Fedex shows delivery is currently in El Paso TX
410566 - ..
410567 - This is about 3 weeks ahead HP's order reported on 120205 0907.
410568 - ref SDS 15 9W5K
410569 -
410570 - [On 120214 1433 received c18 HP H8qe computer,
410571 - ref SDS 18 7T9I, ordered on 120205 0907. ref SDS 15 6A5M
410573 - ..
410574 - HP letter continues...
410575 -
410576 - 1. May not be active immediately
410578 - ..
410579 - 2. Sign-up to receive text tracking alerts
410580 -
410581 - http://www.fedex.com/Tracking/Detail?mpCurrentPage=&mi=n&cntry_code=us&tracknumber_list=685429176400417&language=english&ascend_header=1&totalPieceNum=¬ifyResults=true&mpType=&clienttype=dotcom&backTo=&mpRequestTrackNum=&mpNum=&trackNum=685429176400417
410583 - ..
410584 - 3. PRODUCT #............................ EPP_00_QC461AV#ABA
410585 - 4. QTY.................................. 1
410586 - 5. EXTENDED PRICE....................... $2103.75
410588 - ..
410589 - SUMMARY OF SAVINGS:
410590 - Instant discounts you received:
410591 - Accessory instant rebate...... $20.70
410592 - Desktop instant rebate........ $200.00
410593 - Desktop instant rebate......... $50.00
410595 - ..
410596 - CA Tax............................... $184.08
410597 - Shipping............................. Free
410599 - ..
410600 - 6. GRAND TOTAL......................... $2287.83
410602 - ..
410603 - 5. SHIPPING ADDRESS:
410609 - ..
410610 - 6. WE HAVE BILLED THE FOLLOWING ACCOUNT(S):
410612 - ..
410613 - 7. VISA Card............................... $2489.97
410619 - ..
410620 - 8. ESSENTIAL LINKS*
410621 -
410622 - 1. My order status
410623 -
410624 - https://www.shopping.hp.com/webapp/shopping/order_status_sign_in.do
410625 -
410626 - 2. Newsletter sign-up
410627 -
410628 - https://www.shopping.hp.com/webapp/shopping/newsletter.do?destPage=news_sub&s=11&ext_email
410630 - ..
410631 - 9. Become an insider and see new products and the best deals
410632 - first!
410634 - ..
410635 - 10. Return and exchange policy
410636 -
410637 - http://www.shopping.hp.com/webapp/shopping/return_exchange.do
410639 - ..
410640 - 11. Troubleshooting & drivers
410641 -
410642 - http://h10025.www1.hp.com/ewfrf/wc/siteHome?lc=en&cc=us&dlc=en
410643 -
410644 -
410645 - 12. 24/7 service and support
410646 -
410647 - http://h71036.www7.hp.com/hho/cache/309717-0-0-225-121.html
410649 - ..
410650 - 13. Print this receipt
410651 -
410652 - https://www.shopping.hp.com/webapp/shopping/order_status_sign_in.do
410654 - ..
410655 - 14. YOUR CUSTOMIZED HP PC
410656 -
410657 - 1. HP Pavilion HPE h8qe Series*
410658 - 2. Genuine Windows 7 Home Premium [64-bit]
410659 - 3. 2nd Generation Intel(R) Core(TM) i7-3960X six-core
410660 - processor [3.3GHz, Shared 15MB Cache]
410661 - 4. 16GB DDR3-1600MHz SDRAM [4 DIMMs]
410662 - 5. 2TB 7200 rpm SATA hard drive
410663 - 6. 500GB 7200 rpm SATA hard drive
410664 - 7. Microsoft(R) Office Starter: reduced-functionality
410665 - Word & Excel w/ ads. No PowerPoint or Outlook
410666 - 8. Norton Internet Security(TM) 2012 - 15 month
410667 - 9. 1GB DDR5 NVIDIA GeForce GTX 550 Ti [2 DVI, mini-HDMI.
410668 - 10. VGA adapter]
410669 - 11. 600W Power supply
410670 - 12. SuperMulti DVD Burner
410671 - 13. Premium Wireless-N LAN card and Bluetooth(R )(2x2)
410672 - 14. 15-in-1 memory card reader, 4 USB 2.0 (front), audio,
410673 - 15. 2 USB (top rear-facing)
410674 - 16. No TV Tuner
410675 - 17. Beats Audio (tm) -- integrated studio quality sound
410676 - 18. HP wireless keyboard and wireless optical mouse
410677 -
410678 - http://www.shopping.hp.com/webapp/shopping/store_access.do?template_type=computer_store&landing=notebooks
410679 -
410680 - http://www.hpshopping.com/webapp/shopping/store_access.do?template_type=computer_store&landing=desktops
410681 -
410682 - http://www.shopping.hp.com/webapp/shopping/store_access.do?template_type=landing&landing=printer
410683 -
410684 - http://www.shopping.hp.com/webapp/shopping/store_access.do?template_type=printer_supp_acc
410685 -
410686 - http://www.shopping.hp.com/webapp/shopping/pc_accessories.do?storeName=accessories
410687 -
410688 - http://www.shopping.hp.com/accessories-store/computer
410689 -
410690 - http://www.shopping.hp.com/webapp/shopping/offers_guide.do
410692 - ..
410693 - 15. My Account
410694 -
410695 - https://www.shopping.hp.com/webapp/shopping/sign_in.do
410697 - ..
410698 - 16. Returns & Exchange
410699 -
410700 - http://www.shopping.hp.com/webapp/shopping/return_exchange.do
410702 - ..
410703 - HP says new orders can be returned and exchanged within 21
410704 - days after delivery.
410706 - ..
410707 - 17. Customer Service
410708 -
410709 - http://www.shopping.hp.com/webapp/shopping/help.do
410711 - ..
410712 - 18. For CTO Notebooks, add a minimum of one shipping day for
410713 - customs clearance.
410714 -
410715 -
410716 -
410717 -
410718 -
410719 -
410720 -
410721 -
4108 -