CONTACTS
SUBJECTS
Default Null Subject Account for Blank Record
0403 -
0403 - ..
0404 - Summary/Objective
0405 -
040501 - Follow up ref SDS 10 0000, ref SDS 9 0000.
040502 -
040503 -
040504 -
040505 -
040507 - ..
0406 -
0407 -
0408 - Background
0409 -
040901 - On 120320 received c18 from HP. 120320 1643. ref SDS 4 7T9I
040902 -
040903 - On 120327 call HP and talked to Steve on HP case...
040904 -
040905 - 8058297916
040906 - ..
040907 - At that time on 120327, Steve was unable to complete work configuring
040908 - tv tuner system for c18 to record movies through Comcast cable system,
040909 - ref SDS 5 KP6J, as represented in HP agreement on selling the
040910 - computer, discussed with Madeline on 120228 1827. ref SDS 1 YY7F
040911 - Steve planned to contact Comcast and coordinate on completing
040912 - configuration of c18. Again on 120327, Steve said he would call back
040913 - the next day on 120328, ref SDS 5 EY7Y, but failed to do so.
040915 - ..
040916 - On 120424 Mario in HP Case management assigned case number...
040917 -
040918 - 7502377295
040920 - ..
040921 - He is trying to resolve configuraion issues n c18. 120424 1028,
040922 - ref SDS 6 EE9M
040924 - ..
040925 - On 120426 Mario escalated the case to level 2 support, and assigned
040926 - new confirmation number, 120426 1006, ref SDS 7 PQXQ
040927 -
040928 - KGX612-01
040930 - ..
040931 - Mario said to call HP tech support level 2 at...
040932 -
040933 - 866 211 5207
040935 - ..
040936 - On 120507 1528 called HP tech support level 2 and talked to Trevor,
040937 - ref SDS 10 UE5I, implementing instruction from the HP case manager,
040938 - Mario, on 120426 1006. ref SDS 7 IB6K Trevor was unable to make
040939 - progress and set follow up call by another HP agent. ref SDS 10 G63L
040941 - ..
040942 - On 120514 1632 received call from Chirsti at HP on setting up tv tuner
040943 - according to HP requirements, ref SDS 0 UE5I; Chris was unable to make
040944 - progress, ref SDS 0 794K, but noted conflict between tv tunor
040945 - specified in purchase order and the packing list showing what was
040946 - actually shipped. ref SDS 0 OP6M
040947 -
040948 -
040949 -
040951 - ..
0410 -
0411 -
0412 - Progress
0413 -
041301 - Received another call from HP to fix the tv tuner on c18. This is
041302 - the 3rd or 4th call this week from HP. For some reason HP does not
041303 - identify who is calling, so numerous calls were missed.
041305 - ..
041306 - [On 120520 0952 notified Mario in HP Case Management of
041307 - call from Chris to resolve c18 setup issues. ref SDS 11
041308 - 0L7V
041310 - ..
041311 - Purpose, application, features and scope of tv tuner installed on c18
041312 - is shown in the record buying the computer on 120228 1827, ref SDS 1
041313 - CV6K, and which lists HP representations from the Internet saying...
041314 -
041315 - TV tuner, ATSC-NTSC with PVR, remote
041316 -
041317 - http://www.shopping.hp.com/webapp/shopping/cto.do#anchor-top
041318 -
041319 - ...and which further cites under "Help me decide"...
041320 -
041321 - http://www.shopping.hp.com/webapp/shopping/popups/moreInfo.jsp;HHOJSID2=g2QvP41G941QJ18gLnwjv8hLCsZLmpGjYQQvMs8JjTV6N1fVyX23!-162816687?category=TV_ENT_R&catUid=m_c_13
041323 - ..
041324 - TV FEATURES: Dual-format NTSC or over-the-air ATSC
041325 - high-definition TV tuner* with Personal Video Recorder
041326 - (PVR). BENEFITS: Lets you watch, pause, and replay from
041327 - cable, digital cable, digital satellite, or over-the-air
041328 - TV. Record your favorite TV shows with your PC. * ATSC
041329 - high-definition (HD) and NTSC source content varies and
041330 - will depend on broadcast signal, antenna, geographic
041331 - location and other factors. An external over-the-air
041332 - antenna that receives UHF and VHF signals is required for
041333 - ATSC reception. Viewing HD content will require a
041334 - compatible high-definition display. Ability to record,
041335 - edit, or transfer broadcast content such as TV programming
041336 - may be limited depending on the type of content.
041337 - Performance issues may arise, and do not constitute defects
041338 - in the product.
041340 - ..
041341 - Talked to Chris 5017952.
041343 - ..
041344 - This follows up work with Trevor, reported on 120507 1528, ref SDS 10
041345 - UE5I, who was unable to fix the tv tuner on c18. ref SDS 10 G63L,
041347 - ..
041348 - During the call today, Chris went off line to read the record on HP's
041349 - computer of prior work performed by Trevor on 120507 1528, ref SDS 10
041350 - G63L, and earlier by Steve at HP, who made progress configuring the tv
041351 - tuner, reported on 120327 1431, ref SDS 5 KP6O, but planned to
041352 - coordinate with Comcast for solving problems that prevent using the
041353 - tv tuner. ref SDS 5 EY7Y
041355 - ..
041356 - Requested copy of HP's record for coordinating work today.
041358 - ..
041359 - Chris said he will be fired for communicating with customers to verify
041360 - accurate, comprehensive record of the work. Offered to submit the
041361 - customer's record so Chris can compare feedback with HP's record to
041362 - avoid mistakes. Chris said he will get fired for reviewing customer
041363 - records to expedite the work.
041365 - ..
041366 - Chris said that he cannot do anything more to setup the tv tuner on
041367 - c18 than was done by Steve on 120327. He feels the hardware may be
041368 - defective or conflicting.
041370 - ..
041371 - Asked if there is anything in HP's records showing what Steve learned
041372 - from coordinating with Comcast on connecting with the HP tv tuner,
041373 - planned by Steve on 120327 1431? ref SDS 5 EY7Y
041375 - ..
041376 - Chris said he did not notice that Steve reported results of his
041377 - investigations following work on 120327.
041379 - ..
041380 - Asked if Chris can contact Steve or Comcast to complete the record on
041381 - configuring c18 with the tv tuner?
041383 - ..
041384 - Chris said he doesn't have enough time to do more than read the
041385 - record that Steve wrote in HP's computer for the work on 120327.
041387 - ..
041388 - Asked about the fitting that connects to a port on the back of c18,
041389 - reported in the call with Steve on 120327 1431? ref SDS 5 3V9L
041391 - ..
041392 - Explained there is also a port that looks like a television cable
041393 - threaded connection; asked does it connect to a cable from the Comcast
041394 - cable controller? Next to the threaded port, there is a yellow pin
041395 - receptical port.
041397 - ..
041398 - Chris said that yellow means something, but was not clear in the call.
041399 - He suggested the customer look for a picture on the Internet showing
041400 - the back of the computer that explains all of the ports on c18.
041402 - ..
041403 - Asked if there is likely a picture showing c18 components with tv
041404 - tuner added that customize standard configuration for h8 1280t?
041406 - ..
041407 - Chris said probably not, but noted this is a hardware matter that
041408 - should be discussed with another department.
041410 - ..
041411 - Asked if there is a wiring diagram showing how to connect the tv tuner
041412 - for recording broadcasts onto the computer hard disk that are received
041413 - through commercial television transmissions as presented in HP's sales
041414 - notice, shown above, ref SDS 0 BZ6I, which induced purchase of the tv
041415 - tuner, reported in the call with Madeline at HP on 120228 1827?
041416 - ref SDS 1 CV6K
041418 - ..
041419 - Chris said that HP technical agents assigned to fix product problems
041420 - for customers do not have access to components installed in c18 under
041421 - HP's order H121988954 placed on 120314 0832. ref SDS 3 6Q4J As a
041422 - result, he cannot determine the purpose of the fitting nor the ports
041423 - on the back of the computer. Chris recommended again that the
041424 - customer make independent investigation using the Internet to look for
041425 - product components of c18, in this case the h8 1280t.
041427 - ..
041428 - Explained prior help Peter provided on investigating c18 components
041429 - including submitting product specifications, reported on 120302 0832.
041430 - ref SDS 2 MY4J
041432 - ..
041433 - Chris advised that he cannot provide customer assistance on components
041434 - in c18.
041436 - ..
041437 - Asked Chris about conflicting descriptions of tv tuner between order
041438 - H121988954 placed on 120314 0832, ref SDS 3 6Q4J, and which shows
041439 -
041440 - ATSC-NTSC with PVR, remote
041441 -
041442 - ...for component #16. ref SDS 3 MM5G The packing list for the
041443 - computer received on 120320 1643. ref SDS 4 T18X, and which shows...
041444 -
041445 - TV Tuner (N America) FH PCle
041446 - Crd-IR.............................. QD174AV
041448 - ..
041449 - Chris said he does not work with HP tv tuner components enough to know
041450 - that these are simply different descriptions of the same hardware, or
041451 - show that HP installed a different component from the tv tuner ordered
041452 - for the computer.
041454 - ..
041455 - Chris planned to write this new evidence in the report for his service
041456 - call today. He feels the case manager should resolve hardware
041457 - conflicts.
041458 -
041459 - [On 120520 0952 letter to Mario asks HP case management
041460 - about resolving possible hardware conflicts in order to
041461 - setup tv tuner. ref SDS 11 0L8G
041462 -
041463 -
041464 -
041465 -
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041468 -
041469 -
041470 -
041471 -
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0415 -