CONTACTS
SUBJECTS
C18 Serial 2MD20606BY Receive H8 1280t Wrong Computer Procurement Or
H8 1280t Introduction 120128 Ship Without Specified Components Proce
2504 -
2504 - ..
2505 - Summary/Objective
2506 -
250601 - Follow up ref SDS 50 0000.
250602 -
250603 -
250604 -
250605 -
250606 -
250608 - ..
2507 -
2508 -
2509 - Background...
2510 -
251001 - 1. On 120320 received c18 from HP, ref SDS 35 7T9I, and determined
251002 - it meets objectives for high performance. ref SDS 35 V57F
251004 - ..
251005 - 2. On 120321 performed initial system organization. ref SDS 36
251006 - KB4H This showed requirement for another 256 GB SSD for
251007 - running the windows 7 32-bit and windows 7 64-bit on separate
251008 - physical drives. ref SDS 36 OL4F
251010 - ..
251011 - 3. On 120402 ordered Windows 7 Ultimate upgrade, ref SDS 39 EO6L,
251012 - and research on configuring Windows 7 Ultimate on assigned
251013 - partition and entering Administrator as primary user. 120402
251014 - 2338, ref SDS 39 RL5N
251016 - ..
251017 - 4. On 120411 Morris installed 2nd SSD Samsung model 830 256 GB in
251018 - c18. ref SDS 43 CI6F
251020 - ..
251021 - 5. On 120416 Microsoft case #1175180605, ref SDS 44 NB6F, and was
251022 - told to buy Windows 7 Ultimate 64-bit full version for
251023 - installing to a specified partition other than c drive.
251024 - ref SDS 44 YE6O
251026 - ..
251027 - 6. On 120418 partitioned disks and assigned drive letters, with
251028 - plan to install w7 64-bit on i and 32-bit on j. ref SDS 45 Q55G
251030 - ..
251031 - 7. On 120419 Windows 7 Ultimate 64-bit failed to install
251032 - correctly. ref SDS 47 SN5G
251034 - ..
251035 - 8. On 120421 Windows 7 Ultimate registry lists only 30% of mounted
251036 - devices, ref SDS 49 AR5F, may be causing network adapter
251037 - failure. ref SDS 49 0Q3L
251039 - ..
251040 - 9. On 120422 letter asks HP notifies of upgrades to C18,
251041 - ref SDS 50 IO6N, and requests help downloading driver for
251042 - network adapter. ref SDS 50 FX4Q
251043 -
251044 -
251045 -
251046 -
251047 -
251049 - ..
2511 -
2512 -
2513 - Progress
2514 -
251401 - Resolve Setup Network TV Tuner Device Drivers Permissions
251402 -
251403 - Follow up ref SDS 50 IO6N.
251404 -
251405 - Called HP initially for help buying c18, reported on 120208 0627.
251406 - ref SDS 19 634J, and following up letter earlier in the day. 120208
251407 - 0627. ref SDS 19 VT9K
251409 - ..
251410 - Background working effectively to fix c17 with HP is listed on 111125
251411 - 0938. ref SDS 11 J85I
251413 - ..
251414 - Case manager phone numer...
251415 -
251416 - 1-877-917-4380 ext. 09
251418 - ..
251419 - Order H121988954 for invoice on 120314 0832. ref SDS 32 6Q4J
251421 - ..
251422 - Talked to Mario.
251424 - ..
251425 - Requested help setting up network, transferring files blocked by
251426 - Windows 7 permissions, configuring tv tuner, following up work with
251427 - Steve on 120327 1431. ref SDS 37 KP6O and verifying scope of device
251428 - drivers listed on HP's Internet address for h8 1280t computer.
251430 - ..
251431 - Cited letter from Ben in HP Customer Care offering support to resolve
251432 - procurement problems, including configuration, received on 120410
251433 - 1928. ref SDS 42 PPXQ
251435 - ..
251436 - Explained letter to Ben thanking HP for offer of assistance, submitted
251437 - yesterday on 120422 1130, ref SDS 50 IO6N, and asking help with setup.
251438 - ref SDS 50 FX4Q
251440 - ..
251441 - Mario requested product identification listed on 120320 1643.
251442 - ref SDS 35 HA6N
251443 -
251444 - Model................................... h8 1280t
251445 - serial number........................... 2MD2110ND1
251447 - ..
251448 - During the call Mario gave...
251450 - ..
251451 - Case number...................................... 7502377295
251452 -
251453 - [...below on 120423 1506 at 1648 Casey in Technical Support
251454 - issued service ticket number 8058852092. ref SDS 0 F47J
251455 -
251456 - [...below on 120423 1506 at 1648 received letter from Mario
251457 - confirming HP support work on c18 will be managed under
251458 - case number 7502377295. ref SDS 0 LQ5G
251460 - ..
251461 - [On 120426 1006 Mario called asking about progress
251462 - resolving customer care issues, ref SDS 51 SH5N, and
251463 - coordinating communication with technical support.
251464 - ref SDS 51 PQXQ
251466 - ..
251467 - [On 120427 1344 letter to Mario case manager thanking HP
251468 - for technical support on setting up c18. ref SDS 52 I36N
251470 - ..
251471 - Mario said to call technical support directly at....
251472 -
251473 - 800 474 6836
251475 - ..
251476 - Thanked Mario for assigning a case number and facilitating technical
251477 - support.
251479 - ..
251480 - After talking to Mario...
251482 - ..
251483 - Called HP Technical support direct line...
251484 -
251485 - 800 474 6836
251487 - ..
251488 - HP agent who answered said he was transferring the call to Technical
251489 - Assistance located in the Phillipines.
251491 - ..
251492 - Talked to Andy.
251494 - ..
251495 - Andy said he is the mid-west.
251497 - ..
251498 - Andy said he is in the notebook department. Have to call back and
251499 - get the desktop department.
251501 - ..
251502 - Call in the morning to increase chances of getting tech support call
251503 - center in the US.
251504 -
251505 -
251506 -
251508 - ..
2516 -
2517 -
2518 - 1545
2519 -
251901 - Called back and tried again to get desktop department.
251902 -
251903 - There was a message to press 1 for network problems.
251905 - ..
251906 - Pressed 1.
251908 - ..
251909 - On hold....
251910 -
251912 - ..
2520 -
2521 -
2522 - 1549
2523 -
252301 - Talked to Casey.
252302 -
252303 - Casey is the US, so can understand him well.
252305 - ..
252306 - Reported problems setting up Windows 7 working with Microsoft on
252307 - 120421 1238. ref SDS 49 AR5F
252309 - ..
252310 - Cited letter from Ben in customer satisfaction, and response yesterday
252311 - requesting assistance, shown on 120422 1130, ref SDS 50 IO6N
252313 - ..
252314 - Service ticket.............................. 8058852092
252316 - ..
252317 - Asked Casy how the service ticket correlates to the case number
252318 - received from Mario earlier today, per above? ref SDS 0 LO5N
252320 - ..
252321 - Casey said he's not sure to check with the case manager.
252322 -
252323 - [...below on 120423 1506 at 1648 received letter from Mario
252324 - confirming HP support work on c18 will be managed under
252325 - case number 7502377295. ref SDS 0 LQ5G
252327 - ..
252328 - Casey said he will investigate and call back.
252330 - ..
252331 - Thanked Casey for assistance.
252332 -
252333 -
252335 - ..
2524 -
2525 -
2526 - 1628
2527 -
252701 - Received letter from Mario, case manager, saying...
252702 -
252703 - 1. Subject: contact information// cm mariommm
252704 - Date: Mon, 23 Apr 2012 22:25:14 +0000 (UTC) - 1525 PDT
252707 -
252708 - 2. contact information// cm mariommm
252709 -
252710 - Hello,
252712 - ..
252713 - 3. My name: is Mario.
252715 - ..
252716 - 4. I am the HP Case Manager assigned to work with you on your case.
252717 - My office hours are Monday - Friday 12:00 PM to 9:00 PM CST.
252719 - ..
252720 - Mario seems to be following up telecon earlier today, per above,
252721 - ref SDS 0 EE9M; does not cite the call.
252723 - ..
252724 - Mario's letter continues...
252728 - ..
252729 - 6. Please enter ext. 09
252730 -
252734 - ..
252735 - 8. Went sending a fax make sure you provide me with the num you
252736 - are sending it from in order to locate your fax. Please keep
252737 - this message as a reference so yo u know how to reach me as we
252738 - work to resolve your case.
252740 - ..
252741 - 9. Your complaint ID is: (7502377295)
252743 - ..
252744 - For some reason, Mario does not correlate the case number in his
252745 - letter - 7502377295 - with service ticket 8058852092, received from
252746 - Casey, per above, ref SDS 0 F47J, resulting from implementing Mario's
252747 - instructions for case number 7502377295.
252749 - ..
252750 - Since Mario cites issue number presented today during the service call
252751 - above at 1500, this letter must be following up that call. ref SDS 0
252752 - LO5N
252753 -
252754 - [On 120426 1006 Mario called asking about progress
252755 - resolving customer care issues, ref SDS 51 SH5N, and
252756 - coordinating communication with technical support.
252757 - ref SDS 51 PQXQ
252759 - ..
252760 - [On 120427 1344 letter to Mario case manager thanking HP
252761 - for technical support on setting up c18. ref SDS 52 I36N
252763 - ..
252764 - Mario's letter concludes...
252765 -
252766 - Regards,
252771 -
252772 -
252773 -
252774 -
252775 -
252776 -
252777 -
252778 -
2528 -