Sir,
I manoj kumar sharma purchased a Compaq 610 having s/no. CNU00801j3 and Product No. WP374PA#ACJ on 12 Aug’2010 from Pioneer Infotech 304, Jagat Trade Center Fraser Road, Patna-1.and I face a critical problem in notebook and firstly I contacted with the Retailler about such problem and on his advice I contacted with HP Customer care I try so many time on tollfree Contact but at last I fail to contact with them due to my job I have to went at malda (w.b) from their I found the Chargeable Contact No. of HP Customer Care but didn’t Know the importance Of the case id so I didn’t Note the Case ID but when I contacted them few time for the issue every time they ask the case id I know the importance of the case id and try to note down the case id .i have some of the case id 4621321214, 4625390992, 4625499121, 4627775312, 4628167500, 4828569654
On every time I have to contact them on the process of so long time of phone call about one and half hour the engineers were performing the same task repeat and I want the permanent solution from them but they unable to find the exact cause.and when I try to contacted from their senior supervisior they never contacted me from them and on demand they like to noted me the mail id and when mailing to them they haven’t response the mail . at last I try to mail to their CEO and found no any response from their side .every time their engineers were performing the same task to format the notebook or restore the factory setting and some time on my phone call they make a call from their side and requested for bring the pc to service center while my notebook comes under on site warrenty they replaced the system board last month and then after replacement the part the data card (micromax 310 g) is not working .when they try to resolved it they can’t try to make it so they replaced it and fitted a lower version system board on setting from their side and told me if in future if the system needto format no any persons were perform the setting except the engineers at Kolkata service center and I have to got the setting from them .and they told me that micromax data card which I try to use not good for their setting and I have to change it sir, same data card is performing excellent service at another notebook/desktop.
That sir, kind try to get rid from my problem since it take so long time and the company fail to get the problem resolve sir I am mentally depressed and expense so much on phone/internet. The purpose for which I purchase the notebook I can’t get it so far it look like a box/toy because the engineers formatted it above twenty time and every time I have to suffer for that kind of setting . sir I want replacement from the new one . kindly grant to make replacement from the company since it didn’t work from beginning and they haven’t found the solution even some of the parts were replaced at service center.
It is therefore requested that kindly grant to replaced my notebook since it come under warrenty and the level ii engineers were unable to find the excact solution. As earliest.
Thanking you.
CASE HISTORY
Comments added: May 11 2:46:05 AM GMT
- by: manoj kumar sharma (WW607821) -
SIR,
I AM FACING THE SAME SOUND PROBLEM AND I WOULD LIKE TO
CONTACTED TO 01130306363, SVC MALDA, KOLKATTA.AND TOLD THEM THE
SAME ISSUE IS BEING FACED BY ME .DUE TO PHONE IS BEING
DISCONNECTED DURING THE CALL FROM 01130306363 I CAN'T GAVE MY
CONTACT NO PL NOTE IT THAT IS 9031784417 AND I AM AVAILABLE 24
HRS ON THIS NO.FIRSTLY I WOULD LIKE TO UPDATE THE CALL FM
KOLKATTAA THAT IS THEY SAYS THAT YOUR'S SYSTEM BOARD VERSION
VERSION IS NOT COMPITABLE WITH DATA CARD AND THE NEW VERSION OF
DATA CARD IS ABOVE ONE AND IT ALSO NOT COMPITABLE WITH IT BUT ON
PRIOR SETTING OF OS IT CAN WORK ON PC BUT HOW LONG ITS WORK IT
CAN'T SAYS.AND IN FUTURE IF PC GET FORMAT/RESTORE FACTORY
SETTING I CANT DO THAT SETTING AND MY SYSTEM BOARD WHICH THEY
HAVE REPLACED IS LOWER VERSION AND THEY ADVICE ME TO NOT USE THE
DATA CARD FOR ANY PURPOSE .
SIR IS THIS IS THE FINAL SOLUTION OF LEVEL 2 ENGINEERS OR
YOU MAY SOLVED THE PROBLEM THE PC IS JUST LIKE A TOY FOR ME
SINCE I HAVE PURCHASED THE PURPOSE I BUY IT IS NOT ACHIVED FOR
ME IN EVERY MONTH OR FORTHNIGHT IT HAS A PROBLEM EVERY TIME I
HAVE TO COTACTED WITH YOUR SVC OR TO 01130306363 FOR THE CASE
BUT NO ONE GAVE ME FINAL SOLUTION. THIS IS THE FINAL TIME I
WANT THE PERMANENT SOLUTION WITHOUT MAKING ANY SETTING ON EITHER
PARTS OF PC WOULD I GOT IT OTHERWISE I WILL MOVE TO THE CONSUMER
COURT FOR MY PC AND LOGGED A CASE ON YOUR ORGANISATION I HAVE
ALL THE PAPERS AND ALL THE CASE ID OF YOUR'S AND ALL THE SERVICE
CERTIFICATE OF SVC .
Comments added: May 10 12:35:29 PM GMT
*** Commitment made 05/10 18:05:40 inderpreet_infovision Due date of 05/11 18:05:29
DCT//case is under observation
Comments added: May 10 12:35:21 PM GMT
DCT//case is under observation
Comments added: May 10 4:02:26 AM GMT
TCO call back
Caleed back Cuat 9002812383 to get teh alternate numberBut the Number was not available
Ccc Engineer - Shivaprasad R
Comments added: May 10 4:00:19 AM GMT
Cu called in saying that teh issue still remains the same
Informed Cu that the case is elevated and informed Cu that he will receive a call from us
Cu was trying to provide a alternater nate number as 903178 but teh call got dis connected
Ccc Engineer -- Shivaprasad R
Comments added: May 9 11:50:32 AM GMT
*** Commitment made 05/09 17:20:52 inderpreet_infovision Due date of 05/10 17:20:33
DCT//case is under observation
Comments added: May 7 12:57:50 PM GMT
*** Commitment made 05/07 18:31:40 inderpreet_infovision Due date of 05/09 18:27:51
DCT//as per partner "Punam" Cu. Mr. Sharma's NB will be delivered to the Cu. Site on monday
DCT//contacted Cu. Mr. Sharma for the same, he confirmed that he is on the way to the SVC and would like to keep his NB under observation for 3, 4 days
DCT// for partner // kindly update the log notes
Comments added: May 7 12:57:32 PM GMT
DCT//as per partner "Punam" Cu. Mr. Sharma's NB will be delivered to the Cu. Site on monday
DCT//contacted Cu. Mr. Sharma for the same, he confirmed that he is on the way to the SVC and would like to keep his NB under observation for 3, 4 days
DCT// for partner // kindly update the log notes
Comments added: May 6 12:32:18 PM GMT
DCT//had word with partner "samrath" form "Rilindiakol" as per him part has been replaced // Cu. notebook will be sent to "Rilindiamalda" SVC tomorrow
DCT//had word with partner "Punam" from "Rilindamald" for the same he said that as he will recieve the notebook tomorrow he will check the it first by himself and then handover it to the Cu.
DCT//need to call the customer Mr. Sharma tomorrow after confirming the notebook status from partner "Punam"
Comments added: May 6 12:25:54 PM GMT
*** Commitment made 05/06 18:01:32 inderpreet_infovision Due date of 05/07 17:56:11
DCT//had word with partner "samrath" form "Rilindiakol" as per him part has been replaced // Cu. notebook will be sent to "Rilindiamalda" SVC tomorrow
DCT//had word with partner "Punam" from "Rilindamald" for the same he said that as he will recieve the notebook tomorrow he will check the it first by himself and then handover it to the Cu.
DCT//need to call the customer Mr. Sharma tomorrow after confirming the notebook status from partner "Punam"
Comments added: May 6 12:25:46 PM GMT
DCT//had word with partner "samrath" form "Rilindiakol" as per him part has been replaced // Cu. notebook will be sent to "Rilindiamalda" SVC tomorrow
DCT//had word with partner "Punam" from "Rilindamald" for the same he said that as he will recieve the notebook tomorrow he will check the it first by himself and then handover it to the Cu.
DCT//need to call the customer Mr. Sharma tomorrow after confirming the notebook status from partner "Punam"
Comments added: May 6 7:18:06 AM GMT
SL # IN NEW SYSTEM BD # IS PF07MC1BPP
Comments added: May 5 12:44:16 PM GMT
*** Commitment made 05/05 18:15:15 inderpreet_infovision Due date of 05/06 18:14:16
DCT// as per partner part is awaited
DCT//contacted and updated the Cu. Mr. Sharma the schedule of the ER visit on 7th may by 2nd hafl
Comments added: May 5 12:44:11 PM GMT
DCT// as per partner part is awaited
DCT//contacted and updated the Cu. Mr. Sharma the schedule of the ER visit on 7th may by 2nd hafl
Comments added: May 5 12:52:15 AM GMT
- by: manoj kumar sharma (WW607821) -
SIR,
YOUR ENGINEERS WERE DOING SAME THING REPEAT EVERY TIME EACH
STEP WHICH YOUR ENGINEERS WERE DOING NOW WERE TAKEN EARLIER AND
TRY TO DO THE NEW STEPS OR REPLACED IT . AT SVC MALDA AFTER
REPLACING THE SYSTEM BOARD ENGINEERS OF KOLKATTA HAD TRY TO
RECOVERED IT BY REPLACING THE SYSTEM BOARD THROUGH THE NEW PC
CARRIED BY THEM FROM SVC KOLKATTA AS WELL AS YOUR ENGINEERS AT
MALDA WERE DOING THE SAME FROM THEIR STOCK AS WELL AS FROM OTHER
RESOURCES .THIS REPAIR WERE DONE BY YOUR ENGINEERS SIMULTANIOUSLY
THEN WHAT NEED TO DO SO AGAIN.WHY NOT YOU REPLACED THE PC .IS
THEIR ANY PROBLEM TO YOUR SIDE FOR REPLACING THE PC? NOBODY HAS
EVEN MAKE TO CONTACT ME NOR UPDATE ME FOR SUCH CASE/STEP.WHY YOU
HAVE DO LIKE THIS AND UPDATE THAT NOREPLY FIND FROM MY SIDE.WHY
NOT YOUR SENIOR WERE ABLE TO CONTACT ME I HAVE MAIL TO YOUR
MENTORS BUT THEY DIDN'T REPLY NOR THEY LIKE TO CONTACT .EVERY
TIME CALLCENTER WERE CALLING AND IF I SAY TO DO ANY OTHER STEP
THEY SAID THAT THEY UPDATE MY REMARKS WHY SO IS THERE NO ANY
SENIOR WERE AT YOUR LOCATION TO RESPONSE.YOUR ENGINEERS WERE NOT
TRY TO MAKE THEIR REPORT TO MENTOR OR TO YOUR SENIOR .I WOULD
LIKE TO CONTACT THROUGH YOUR SENIOR FOR MY CASE CAN I ABLE TO
CONTACT OR NOT?
Comments added: May 4 2:34:34 PM GMT
- by: manoj kumar sharma (WW607821) -
SIR,
IN PREVIOUS YOUR ENGINEERS HAD CHANGE /REPLACED THE SYSTEM
BOARD FROM OTHERS PC AND TRY TO FIND THE PROBLEM BUT THE CASE WAS
SAME BUT IT SAME YOURS ENGINEERS IS DOING IT WHY SO PLEASE
REPLACED MY PC BY NEW ONE IT IS TOO ENOUGH TIME FOR YOUR
ENGINEERS TO RECOVERED FROM SAME PROBLEM . I HAVE SUFFERED IT
FROM THE PAST EIGH T MONTH ONLY THE DAY FOR YOUR SIDE .
Comments added: May 4 9:45:24 AM GMT
*** Commitment made 05/04 15:15:46 swati_serco Due date of 05/05 15:15:24
DCT// Part reordered as DOA part received previously & Tried to contact cu but the Cu is not picking up the phone / Send SMS regarding ER onsite visit scheduled for 7 MAY by 2nd half
DCT // For partner // Kindly send ER on 7 May by 2nd half
Comments added: May 4 9:44:30 AM GMT
DCT// Part reordered as DOA part received previously & Tried to contact cu but the Cu is not picking up the phone / Send SMS regarding ER onsite visit scheduled for 7 MAY by 2nd half
DCT // For partner // Kindly send ER on 7 May by 2nd half
Comments added: May 4 8:51:10 AM GMT
Resolution: Sytem board needs to be reordered
Part no # 538408-001 SPS-BD SYSTEM DISCRETE
Please assign this case to: Redington India Limited Kolkata
Ce details: Arunava 9002812383
NOTE: PLEASE REASSIGN THIS CASE TO : (rilindikol_b) AS NB IS NOW AT Redington India Limited Kolkata
Comments added: May 4 8:43:20 AM GMT
Resolution: Sytem board needs to be reordered
Part no # 538408-001 SPS-BD SYSTEM DISCRETE
Comments added: May 4 8:16:53 AM GMT
Received new mail with attachment (s).
https://gcsslb.atlanta.hp.com:1135/ClfyEmailMgr/attachment27Aprcase/30037169/New_SBD.JPG
https://gcsslb.atlanta.hp.com:1135/ClfyEmailMgr/attachment27Aprcase/30037169/Defective_SBD.JPG
Comments added: May 3 1:35:43 PM GMT
DCT//as per partner "Punam" revert is awaited on this case regarding its resolution
Comments added: May 3 3:51:15 AM GMT
called ce dip, ce says that he has not been able to complete the sugegst steps and will respond to mail today by 2pm.
send reminder mail
Comments added: May 2 12:32:32 PM GMT
DCT//as per partner "Punam" Cu. Mr. Sharma's notebook had been taken to "kolkata" SVC "rilindiakol" for the diagnosing // resolution is awaited
DCT//for partner //kindly update the log notes
Comments added: May 2 5:53:10 AM GMT
called Ce dip at 9734339456
gave update regarding the mail send for details req
req to check regarding the same and send update by 2 pm
ce agreed
Comments added: May 2 5:46:01 AM GMT
called cust at 9002812383
gave details regarding the elevated status and the CCHs raised as per req from cust for replacement
CCHSAP274928
Offered to call back regarding any progress on case,
cust agreed
Comments added: May 2 4:11:20 AM GMT
- by: manoj kumar sharma (WW607821) -
sir,
what happen to my case is it will be able to recovered or i
will proceeded to court for replacement of new pc.
Comments added: Apr 30 10:27:26 AM GMT
DCT//case is still pending for resolution
Comments added: Apr 30 6:42:54 AM GMT
Mail update send to partner requesting for the above details as req from 2LS
Comments added: Apr 29 12:30:49 PM GMT
*** BEGIN KCS UPDATE : 04/29 18:00:49 vijay_kumar
Solutions Linked: 1
Solution ID: emr_na-c01939805-1
Title: HP Elitebook, Probook, Mini and Compaq Notebook PCs - Business Notebook Naming C
Sensitivity: For HP and Channel Partner Internal Use
Revision: 1
Source: KM DOC_ID
*** END KCS UPDATE : 04/29 18:00:49 vijay_kumar
Comments added: Apr 29 11:47:02 AM GMT
CCHS has been raised with ref to the complaint mail cust has send in as in progress
CCHSAP274928
Comments added: Apr 29 11:42:16 AM GMT
DCT//as per Mr. Sumit Kumar revert case is already escalated to 2LS team for the resolution // revert is awaited
Comments added: Apr 28 1:20:34 PM GMT
DCT//even after replacing the ordered "system board" issue persist with the card reader for which case has been markd to Mr. Sunit Kumar // revert awaited
DCT// contacted Cu. Mr. Kumar for the same and took oncal partner "ounam" // Cu. was very much irate with the services // he was at the SVC only // Cu. asked for the resolution by tomorrow 1st half unless he will go for a complaint against it to the court.
DCT//mail marked to Mr.sumit kumar for the same
Comments added: Apr 28 12:37:15 PM GMT
CE Name: Dip
CE Number:9734339456
EMAIL ID: [email protected]
Assign To: Redington malda West Bengal
GSCB Engineer Name: naveen M
After replacing the sys board
The NB is not reading the micromax data cards
this data card is working fine in other Nb reading
but the NB is reading diffrent data cards like reliance in this NB
Informed the Ce that the case is already elivated
but the CU was very unhappy with the product
and cu wants replacement of the NB and was ver irrate
Comments added: Apr 28 11:26:18 AM GMT
- by: manoj kumar sharma (WW607821) -
I VISIT THE SERVICE CENTER FOR REPLACING THE SYSTEM BOARD AND
THEY REPLACED IT BUT WHEN I TRY TO CONNECT WITH DATA CARD IT IS
NOT WORKING AND CONTACTED TO SERVICE CETER ENGINEERS AND TOLD
THE MATTERS TO IT AND THEY SAY THAT TOMMORROW THEY VISIT AT MY
LOCATION BUT I AM AT OUT FROM MY WORK I VISIT AT SERVICE CENTER
AND SHOW THE PROBLEM BUT FROM YESTERDAY THEY HAVE FORMATTED IT
ABOUT SIX TO SEVEN TIMES AND CHANGED THE SYSTEM BOARD AND ALSO
HDD THE SAME PROBLEM EXIST BUT SAMETIME IN OTHER PC IT
FUNCTIONING PROPERLY HAVING NO ANY PROBLEM AND I WORK ON MY PC
BEFORE CHANGING THE SYSTEM BOARD WHY CAN'T I ABLE TO CONNECT MY
DATA CARD IS FUNCTIONING PROPERLY WHEN THE ENGINEERS CHANGE THE
OLD SYATEM BOARD WHICH IS REPLACED EARLIER THEY FOUND IT IS
WORKING PROPERLY.
SIR TRY TO SOLVED MY PROBLEM I AM TOO DEPRESSED FROM THIS
TYPE OF HEADACHE AND THINK WHY I BOUGHT THIS HP LAPTOP. HP HAVE
SO MANY PROBLEM AND NO ANY GOOD SERVICE IS PROVIDED BY COMPANY
TO THE CUSTOMER AND OTHERS ALSO TOLD THE SAME THING.
Comments added: Apr 28 7:22:46 AM GMT
Cu called in saying that after replacing that sys board on the Nb the usb modem is not working on the Nb
Cu said that he is in the SVC Redington Malda right now spoke with Deep SVC engineer.
Cu says that a diiffrent usb modem is working fine on the NB and the same modem works fine on the.
Spoke with SVC Ce dip. Ce said that he has tried to reinstall os -- same issue
Ce says that eh has swapped teh hdd as well and found that the issue remains teh same
Ce says that while trying to replace teh sys board he got the 104 unsupported wirless issue. Cu says that currenty its working fine
Informed Ce that he can also requet for bios update F.0F and also eleveta the case by sending mail to sumit
Ce agreed.
Cu is upset about teh situtaion and says that he has been not bale to use teh Nb from yesterday. Cu say sthat he wantted tp speak with any supervisor
Gave cu paul and sumit email address
Cu was vey much upset that eh had to vist teh SVC . Informed Cu about the process.
Cu dis connected teh call
Logged a CCHS for Cu CCHSAP275033
Ccc Engineer -- Shivaprasad R
Comments added: Apr 27 12:53:10 PM GMT
*** Commitment made 04/27 18:26:18 inderpreet_infovision Due date of 04/28 18:23:11
DCT//as ER went onsite yesterday only and replaced the part, new issue has been come up with micro SD data card for which Cu. has visited the SVC for the diagnosing (asper based on the concall done between Cu. and partner)
DCT// for partner // kindly update the log notes
Comments added: Apr 27 12:52:53 PM GMT
DCT//as ER went onsite yesterday only and replaced the part, new issue has been come up with micro SD data card for which Cu. has visited the SVC for the diagnosing (asper based on the concall done between Cu. and partner)
DCT// for partner // kindly update the log notes
Comments added: Apr 26 12:12:39 PM GMT
*** Commitment made 04/26 17:44:11 inderpreet_infovision Due date of 04/27 17:42:39
DCT//as per partner punam Cu. Mr. Sharma had re-scheduled the call for tomorrow 1st half
DCT//tried to contact the Cu. Mr. Sharma for the same but he was not contactable, hence unable to confirm
Comments added: Apr 26 12:12:30 PM GMT
DCT//as per partner punam Cu. Mr. Sharma had re-scheduled the call for tomorrow 1st half
DCT//tried to contact the Cu. Mr. Sharma for the same but he was not contactable, hence unable to confirm
Comments added: Apr 25 9:06:28 AM GMT
*** Commitment made 04/25 14:36:36 inderpreet_infovision Due date of 04/26 14:36:29
DCT//as per partner "Poonam" ER is onsite
Comments added: Apr 19 12:14:06 PM GMT
*** Commitment made 04/19 17:44:31 swati_serco Due date of 04/23 17:44:06
DCT//Updated CU Mr. Manoj sharma regarding ER onsite visit scheduled on 26-April-11 by 2nd half / Cu already have SVC details / Also send SMS regarding case status
DCT//For partner // Kindly send ER on 25 April by 2nd half
*** Commitment made 04/19 17:45:08 swati_serco Due date of 04/23 17:44:06
DCT//Kindly ignore the above =notes
DCT//Updated CU Mr. Manoj sharma regarding ER onsite visit scheduled on 26-April-11 by 2nd half / Cu already have SVC details / Also send SMS regarding case status
DCT//For partner // Kindly send ER on 26 April by 2nd half
Comments added: Apr 19 12:14:02 PM GMT
DCT//Updated CU Mr. Manoj sharma regarding ER onsite visit scheduled on 26-April-11 by 2nd half / Cu already have SVC details / Also send SMS regarding case status
Comments added: Apr 19 8:02:17 AM GMT
CU sent the sys info file to Sumit
As per the suggestion given by the supervisor, informed that we will replace the system bard
CU is using this for his personal use
Resolution: Part need to be replaced
CT: PAXCQ00RHYM0EY - Matching
Part: 538408-001 SPS-BD SYSTEM DISCRETE
Assign To: Redington Malda
CE Name Number: Rathin Ghosh 9733279008
CE Email ID: [email protected]
Comments added: Apr 19 7:13:37 AM GMT
As per CE when we login to the system if there is a sound then the system works fine with internal and external speakers also
while logging in if there is no sound then both there is No sound from both internal and external speakers
Insatlled the Audio drivers
Bios being updated
Reinsatlled the OS twice.
Informed the Ce to send the System info file and Ms info file to sumitK to process the case
Comments added: Apr 15 11:35:13 AM GMT
- by: manoj kumar sharma (WW607821) -
sir,
after buying on aug-10 from sep-10 the same issue is being
carried forwarded and having many case id
4621321214, 4625390992, 4625499121, 4627775312, 4628167500and latest
was 4628569654 every time they told or performed a same issue
that is eitherrestore factory setting or formatt the pc during
online or visited.howmany time its take to resolved the issue
every times yours engineers said that might this is operating
system issue if so you may change it as i have logged case as
earlier within a month check all the date of case.
sir, i am mentally disturb about this case so do it as
earlier as possible or do something for me.
thanks.
Comments added: Apr 15 7:15:06 AM GMT
TCO callback
Had spoken to the SVC Engr regarding the old case and he told that he is aware of the issue
Engr informed that he would diagnose the issue properly and as per CE no issue with the speakers earlier which he has checked already and he is suspecting system board in this case
Gave case id to SVC engr and asked him to update the case once diagnosis is complete
Need to followup on this case
Comments added: Apr 15 6:55:02 AM GMT
IN//MF/Standard (3BD)//Compaq 610/No Audio/
Caller/Contact Name: Gajendra Kumar
Phone Number: 9472162411
Serial Number: CNU00801J3
Email: [email protected]
Product Number / Description: WP374PA
Restricted Party List (RPL) Check: YES
Duplicate Call Check Done (YES OR NO): YES
Software/NOS/Service Pack: Windows 7
Info Avail: CU reverted back and informed that he is still having same issue intermittently
Getting msg as "Waiting for explorer.exe logging on sound"
Reference to previous case id: 4628167500
Suggestions/Troubleshooting: CU informed that the part was not replaced in the previous case
The OS was reinstalled in this case previously and NB was working fine
CU now informing that he is having to restart the system every time this issue comes up and then issue gets resolved
CU wanted a permanent solution for this issue and not a temporary one
CU also wanted to speak to floor supervisor; informed CU that this will be arranged if in case I will not be able to followup on the case; CU agreed for the same
Asked for alternate number, but CU did not provide any number
CU also informed that OS has been reinstalled multiple times
Resolution:
Part needs to be recommended
Need to followup. Best time to followup would be between 9 AM to 10 AM
Next Agent:
Call back req/offered (Y/N) with time if Yes: NO
Response Time: Standard (3BD)
Service Notes Applicable:
GSCB Engineer Name: Nagakiran Ashok kuma
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