Poor customer Service

[Jason Nicholson]

What a joke, the company I work for is supposed to have next business day on site support, and yet this ticket was opened 5-9-07 and still doesnt have a resolution in site, I have gotten bounced around from one department to another, and I can't even get a call back on the status of parts that they should have but are on back order.


Case ID: 3218722726
Subject: dc7700 Desktop PC unit kept locking --- system board replacement
Customer tracking number:
Site: WALKER STAINLESS EQUIPMENT
Submitted: 2007-05-09 10:41:00 CDT
Last updated: 2007-05-21 14:51:00 CDT
Submitted from: Other channels
Status: On progress
Serial Number: 2UA6470DF0
Product Number: EN326UT

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Case information » Schedule and parts information



Case data



Problem Category: Contact Name: JASON

Operating System and Version: Phone and extension:

Email:






Case details

Problem subject: dc7700 Desktop PC unit kept locking --- system board replacement

Problem description:

Name: Jason
Tel:
Serial No: 2ua6470df0
Model : Dc7700p

XHW : NA
XSW : NA/XP Pro

Issue: Customer mentioned that the system freezes all of a sudden.
Customer mentioned that he read an article on the Hp website which asks him to update the bios and wanted assistance in doing the same.

Troubleshooting: Customer mentioned that he was not infront of the system and so gave him the downloadable file information.
Customer would callback after downloading the softpack Sp35599.exe
dc7700p Business Desktop System BIOS for Intel vPro Technology (786E1 BIOS)
Gave the instructions about the same.

Resolution:
Gave case number






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Case history


Comments added : May 21, 2007 1:31:21 PM CDT
caller name: Jason contac phone: issue: CU looking for the status of his onsite service action taken: contac the OC4.Jhonny Thanks Adrian


Comments added : May 21, 2007 1:30:07 PM CDT
Name : Jason , Phone number : 6085627501 Serial number : Case number : 3218722726 Extra hardware n/a Extra software n/a Mof eucalled in with existing case number Eu said that so far he has not received any call from the onsite to replace the processor Troubleshooting Called status tech Status tech said that FE will call the customer asap Gave the same case number to eu


Comments added : May 17, 2007 11:47:38 AM CDT
Tannya called in stating that according to CU a tech had called him already but her tech states that he does not call CU. According to notes, a serv deliv -324 was created because on 14th CU stated that Barrister tech called in regarding -323 with earliest ETA on 15th, so CU call PCA to have SBDservice and we dispatched it to OC. Now OC is handling the case She will close call then, EOC


Comments added : May 15, 2007 11:04:10 AM CDT



Comments added : May 15, 2007 3:54:53 AM CDT
Please note the call was received on 14-may Eu called in with the case number and said he has not recieved the call fromthe onsite tech checked the eta and suggested eu that he might get a call from the onsite today and gave the status number in case he wants to call them.


Comments added : May 14, 2007 3:27:42 PM CDT
- by:Nicholson,Jason - Once again I have been lied to, it is 3:30 and no one is here again, maybe HP doesnt want this companies business, maybe we should be buying dells! This is outragious,hp has fumbled this from day one, this computer is brand new, if you cant get a tech out to fix it you should have replaced it, we are supposed to have onsite next day service and yet it's been almost a week since I called for service.


Comments added : May 14, 2007 2:56:11 PM CDT



Comments added : May 14, 2007 2:55:29 PM CDT
Callers Name: JASON Phone number: Issue:Cu requests to talk to a supervisor. Action Taken: Contact OC4 Junior took over the call. Thanks Bryan Status team.


Comments added : May 14, 2007 2:38:24 PM CDT
Callers Name: JASON Phone number: Issue: CU rqst ETA on service Action Taken: Contact OC4 Esteban he claims ETA is tomorrow between 1000 and 1200 hrs


Comments added : May 14, 2007 2:01:12 PM CDT
Received a call from CU Jason, who wanted to check on the status for thsi case. I let him know that we do not have the ownership on that case, that OC4 is handleing this case. I transferred him and provide him their phone number


Comments added : May 14, 2007 12:36:20 PM CDT
case was sent to oc4, CU needs service before 3 30 pm. Pls call cu for further information. thanks !


Comments added : May 14, 2007 11:59:52 AM CDT
Commercial Desktop Team ci reporting that CU is very upset because Tech called him and said he's going to be onsite until tomorrow after 17:00 hours and CU replied that they don't work after 5pm and he should've received service from Friday. He requested a FE to be onsite today. CU had part. Sending case to OC.


Comments added : May 14, 2007 8:41:26 AM CDT
--0__=8FBBF848DFD8A04A8f9e8a93df938690918c8FBBF848DFD8A04A Content-type: text/plain; charset=US-ASCII CASE_ID_NUM: 3218722726 MESSAGE: -subject: RE: Regarding Case Number 3218722726 -from: "Jerrica Moore" CALLED THE CU LVM. THANK YOU Jerrica Moore Customer Relations Specialist Barrister Global Services Network, Inc. P. O. Box 1979 Hammond, LA 70404-1979 Phone: (985) 365-0400 Ext.424 E-mail: jmoore@barrister.com URL: www.barrister.com Barrister is a Women's Business Enterprise National Council (WBENC) Certified Woman Owned Company. How am I doing? Please email my manager, Melissa Dobson at mdobso@barrister.com, with any feedback. ------------------------------------------- COMPANY CONFIDENTIAL: This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the company. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email. ------------------------------------------- -----Original Message----- From: support@atl.hp.com Sent: Monday, May 14, 2007 6:24 AM To: Jerrica Moore subject: Regarding Case Number 3218722726 RE: 3218722726 FR: dianisia_charles Good morning: I hope you are doing fine today. CU called requesting a call back within 2 hours because he needs Tech to be onsite today before 3:30pm. Contact name: Jason . Thanks a lot for your great attention toward this message and I wish you a great week. --0__=8FBBF848DFD8A04A8f9e8a93df938690918c8FBBF848DFD8A04A Content-type: text/html; charset=US-ASCII Content-Disposition: inline

CASE_ID_NUM: 3218722726
MESSAGE:

-subject: RE: Regarding Case Number 3218722726
-from: "Jerrica Moore" <jmoore@barrister.com>
CALLED THE CU LVM.

THANK YOU


Jerrica Moore
Customer Relations Specialist
Barrister Global Services Network, Inc.
P. O. Box 1979
Hammond, LA 70404-1979
Phone: (985) 365-0400 Ext.424
E-mail: jmoore@barrister.com
URL: www.barrister.com

Barrister is a Women's Business Enterprise National Council (WBENC) Certified
Woman Owned Company.

How am I doing? Please email my manager, Melissa Dobson at
mdobso@barrister.com, with any feedback.

-------------------------------------------
COMPANY CONFIDENTIAL: This email and any files transmitted with it are
confidential and intended solely for the use of the individual or entity to
whom they are addressed. If you have received this email in error please notify
the system manager. Please note that any views or opinions presented in this
email are solely those of the author and do not necessarily represent those of
the company.
WARNING: Computer viruses can be transmitted via email. The recipient should
check this email and any attachments for the presence of viruses. The company
accepts no liability for any damage caused by any virus transmitted by this
email.
-------------------------------------------


-----Original Message-----
From: support@atl.hp.com
Sent: Monday, May 14, 2007 6:24 AM
To: Jerrica Moore
subject: Regarding Case Number 3218722726


RE: 3218722726
FR: dianisia_charles

Good morning:

I hope you are doing fine today.

CU called requesting a call back within 2 hours because he needs Tech to be
onsite today before 3:30pm. Contact name: Jason.

Thanks a lot for your great attention toward this message and I wish you a
great week.

--0__=8FBBF848DFD8A04A8f9e8a93df938690918c8FBBF848DFD8A04A--


Comments added : May 14, 2007 8:15:35 AM CDT
Cu called to check the status of onsite tech. Called in status team. he told onsite tech will call cu very soon. told Cu the same


Comments added : May 14, 2007 6:21:42 AM CDT
Good morning: I hope you are doing fine today. CU called requesting a call back within 2 hours because he needs Tech to be onsite today before 3:30pm. Contact name: Jason . Thanks a lot for your great attention toward this message and I wish you a great week.


Comments added : May 14, 2007 6:18:31 AM CDT
CU ci requesting a call from Partner because he wants them to be onsite today before 3:30pm. Sending page to Partner.


Comments added : May 11, 2007 2:02:25 PM CDT
Callers Name:JASON Phone number: Issue: The ETA of the FE Action Taken:Contact the PCA,Minor will find out if the case was accepted already by the partner Davis Status


Comments added : May 11, 2007 11:31:29 AM CDT
* Roger from LCCA called in to update the information on the case. * He said that VANTIVE team called him to informed him that hte techcourier placed by PCA Carlos Alberto Castro WAS CANCEL. * VANTIVE Team believe that it is a dupicate form the one place by Lisa Porter. So the new sonic number is: 80584488. Thank you, Oscar PCA


Comments added : May 11, 2007 10:57:48 AM CDT
I call the CU to let him know that I couriered the part from the HFPU to the CU site since there was no part available for today in a new order. CU Jason agree. Dispatching to Partner SBD. Regards Albert PCA


Comments added : May 11, 2007 10:05:26 AM CDT
called back the status team the agent is more than helpful this time she said that the EU will receive the onsite service within today/


Comments added : May 11, 2007 10:03:34 AM CDT
I recv a call from Michelle (Status) she told me that the CU has not recv service and he need to recv service today. I told her that this is not assign to any Partner. I will create a new service and dispath to the correct partner with the parts send it to the CU site. Michelle agree. Regards Albert PCA


Comments added : May 11, 2007 9:43:35 AM CDT
The EU said that he called in this morning for the status of the FE he was told that he will recieve the call this morning at 8 o'clock but then he recieved another call saying that the FE will be there next Mon. the EU said that he has NBD so he wants to know what happened called the status team for the information JOSEPHY from the status team saying that there is no ONSITE SUBCASE under the case but this subcase has been sent already, he did not offer any information and really rude to the Customer, since that release the call


Comments added : May 11, 2007 9:40:15 AM CDT
Costumers Name: JASON Phone: Issue: Status of the onsite service Action Taken: Called PCA Albert, he will dispatch a same business day engineer. Thanks, Maite Status Team.


Comments added : May 11, 2007 9:37:00 AM CDT
Issue: TS agent support calling to konw status of the FE. Action Taken:Told TS aggent that in this moment lisa proter is the owner of the case and the owner of both service delivery , so that means that she forgot to dispatch it. TS agent was really rude asking for the info, and she hungup.


Comments added : May 11, 2007 6:48:00 AM CDT
Call Routing Team ci reporting that CU is asking for the ETA of his service; checked notes and I told them Tech will be onsite today at 08:00.


Comments added : May 10, 2007 1:31:51 PM CDT
--0__=8FBBF844DFF63A498f9e8a93df938690918c8FBBF844DFF63A49 Content-type: text/plain; charset=US-ASCII CASE_ID_NUM: 3218722726 MESSAGE: -subject: RE: Regarding Case Number 3218722726 -from: "Kelly Pellegrin" May 10/2007 13:26 KELLY CALLED & S/W TECH, CONFIRMED PER CUSTOMER'S REQUEAT, TECH HAS SCHEDULED APPT W/ CUSTOMER FOR TOMORROW AT 8AM. CALLED SITE, S/W RODDRICK, CONFIRMED APPT FOR TOMORROW. PLACING IN CLIENT HOLD. Kelly Pellegrin Escalation Specialist, Service Delivery Barrister Global Services Network P. O. Box 1979 Hammond, LA 70404-1979 Phone: (985) 365-0400 Ext.432 Fax: (504) 734-9812 E-mail: kpellegrin@barrister.com URL: http://www.barrister.com Barrister is a Women's Business Enterprise National Council (WBENC) Certified Woman Owned Company. How am I doing? Please email my manager, Melissa Dobson at mdobso@barrister.com, with any feedback. ------------------------------------------- COMPANY CONFIDENTIAL: This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the company. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email. ------------------------------------------- -----Original Message----- From: support@atl.hp.com Sent: Thursday, May 10, 2007 1:26 PM To: Kelly Pellegrin Cc: vanessa.chinchilla-campos@hp.com subject: Regarding Case Number 3218722726 RE: 3218722726 FR: william_matamoros Hello, Please call the customer and provide an ETA for the service for tomorrow 05/11/2007, *SUBCASE3218722726-321, thank you, William Matamoros HP PCA --0__=8FBBF844DFF63A498f9e8a93df938690918c8FBBF844DFF63A49 Content-type: text/html; charset=US-ASCII Content-Disposition: inline

CASE_ID_NUM: 3218722726
MESSAGE:

-subject: RE: Regarding Case Number 3218722726
-from: "Kelly Pellegrin" <kpellegrin@barrister.com>
May 10/2007 13:26 KELLY CALLED & S/W TECH, CONFIRMED PER CUSTOMER'S REQUEAT,
TECH HAS SCHEDULED APPT W/ CUSTOMER FOR TOMORROW AT 8AM. CALLED SITE, S/W
RODDRICK, CONFIRMED APPT FOR TOMORROW. PLACING IN CLIENT HOLD.


Kelly Pellegrin
Escalation Specialist, Service Delivery
Barrister Global Services Network
P. O. Box 1979
Hammond, LA 70404-1979
Phone: (985) 365-0400 Ext.432
Fax: (504) 734-9812
E-mail: kpellegrin@barrister.com
URL: http://www.barrister.com

Barrister is a Women's Business Enterprise National Council (WBENC) Certified
Woman Owned Company.

How am I doing? Please email my manager, Melissa Dobson at
mdobso@barrister.com, with any feedback.

-------------------------------------------
COMPANY CONFIDENTIAL: This email and any files transmitted with it are
confidential and intended solely for the use of the individual or entity to
whom they are addressed. If you have received this email in error please notify
the system manager. Please note that any views or opinions presented in this
email are solely those of the author and do not necessarily represent those of
the company.
WARNING: Computer viruses can be transmitted via email. The recipient should
check this email and any attachments for the presence of viruses. The company
accepts no liability for any damage caused by any virus transmitted by this
email.
-------------------------------------------


-----Original Message-----
From: support@atl.hp.com
Sent: Thursday, May 10, 2007 1:26 PM
To: Kelly Pellegrin
Cc: vanessa.chinchilla-campos@hp.com
subject: Regarding Case Number 3218722726


RE: 3218722726
FR: william_matamoros

Hello,

Please call the customer and provide an ETA for the service for tomorrow
05/11/2007, *SUBCASE3218722726-321, thank you,

William Matamoros
HP PCA

--0__=8FBBF844DFF63A498f9e8a93df938690918c8FBBF844DFF63A49--


Comments added : May 10, 2007 1:25:31 PM CDT
Received a call from Mariela from Status team, she wanted to get the status of the service, as per case notes, service will be done 05/11, explained situation to MAriela, I sent an e-mail to Barrister to update the CU about service.


Comments added : May 10, 2007 1:23:53 PM CDT
Hello, Please call the customer and provide an ETA for the service for tomorrow 05/11/2007, *SUBCASE3218722726-321, thank you, William Matamoros HP PCA


Comments added : May 10, 2007 1:19:05 PM CDT
cust called back saying no one contacted him; contacted dispatch center, and was told by Mary that the part was on backorder; the part would be available on 05/11 or later; Mary would page the tech and have him call the cust within 1-2 hrs; informed cust about this;


Comments added : May 10, 2007 1:15:03 PM CDT
Callers name: JASON Contact Number:Issue: Call from FE ASAP.Part ETA:11/05/2007 09:00:00 Action Taken: Called PCA William to contact partner Thanks, Status Team*


Comments added : May 9, 2007 5:41:12 PM CDT
SN: 2UA6470DF0 XHW: none XSW: none MOF: eu called saying that unit kept locking TROUBLE SHOOTING: eu got unit by yesterday, and unit kept locking up eu said updated BIOS - no go eu repaired and recovery the system by pressing F11 - no go error pop up when recovery eu using own image cd - formation past - but various failure in copying files eu said he formate hard disk again and put OS - failed with different error pull out one of memory models - unit kept rebooting put known good memory model - unit kept rebooting eu agreen onsite replace the system board RESOLUTION: System board replacement - vpro 432290-001 SPS-BD,SYS USDT,AMT EURP-D Returnable case No. offered


Comments added : May 9, 2007 1:24:43 PM CDT
Name: Jason Tel Ph: S/N: 2UA6470DF0 T/S: Eu called and gave me the case # 3218722726 Eu said he updated the BIOS Eu said now its giving an error message 2218-Me Suggested eu to update the BIOS with the SP35265.exe <>. Eu didn t get the Message this time


Comments added : May 9, 2007 1:23:37 PM CDT
Name: Jason Tel Ph: S/N: 2UA6470DF0 T/S: Eu called and gave me the case # 3218722726 Eu said he updated the BIOS Eu said now its giving an error message 2218-Me Suggested eu to update the BIOS with the SP35265.exe <>. Eu didn t get the Message this time


Comments added : May 9, 2007 1:21:42 PM CDT
*** BEGIN KCS UPDATE : 05/10/2007 04:21:42 AM denis_fernando Solutions Linked: 1 Solution ID: emr_na-c01011269-1 Title: HP Compaq dc7700 Desktop PC series - Error "2218-ME Firmware Version should be u Sensitivity: For HP and Customer Verbal Use Revision: 1 Source: KM DOC_ID *** END KCS UPDATE : 05/10/2007 04:21:42 AM denis_fernando


Comments added : May 9, 2007 11:07:12 AM CDT



Comments added : May 9, 2007 11:03:00 AM CDT



Comments added : May 9, 2007 10:41:24 AM CDT
Name: Jason Tel: Serial No: 2ua6470df0 Model : Dc7700p XHW : NA XSW : NA/XP Pro Issue: Customer mentioned that the system freezes all of a sudden. Customer mentioned that he read an article on the Hp website which asks him to update the bios and wanted assistance in doing the same. Troubleshooting: Customer mentioned that he was not infront of the system and so gave him the downloadable file information. Customer would callback after downloading the softpack Sp35599.exe dc7700p Business Desktop System BIOS for Intel vPro Technology (786E1 BIOS) Gave the instructions about the same. Resolution: Gave case number

[Gary Cantwell]

Hi Jason,

I have escalated this internally. Customer Care will be in touch with you,

Cheers,

Gary

[Jason Nicholson]

Thanks Gary, I hope it helps.

[TIM RAWORTH]

Do you have a resolution? we are stuck in the same cycle.....

[albertv223]

Did it get resoved?

[albertv223]

Did this matter come to satisfactory conclusion and did Gary's escalation work?

[TIM RAWORTH]

No solution to date.