HP Dev One Customer Support Process v1.1

Objective

This document outlines the HP Dev One support agent process guidelines.

Scope 

• US English Only (Pilot)
• Concentrix Belleville
• HP Dev One Notebook, HP Creator mouse & System 76 keyboard
• Non-Voice

Hours of Operation 

Concentrix Hours of Operation: 8:00 am to 8:00 pm EST; M- Sa 

HP Dev One Support Hours of Operation: 8:30 am - 5:30 pm  CST; M-F

Program Overview

To provide a seamless experience to the software developer community in terms of productivity and security, HP is introducing the Dev One notebook model loaded with POP OS (a Linux based platform). Through this program we are aiming to cater to the support needs of the software developers.

Customer Shopping Experience Overview

Prospective customers can place the product order through the online mode (https://HPdevone.com). Customers can place orders through the guest account. Once the product is delivered, they can contact support via the ticketing portal. Customers will ONLY receive support through e-mail. 

For customers to access the support center or create a support request, the following requirements are mandatory:

• Valid HP ID account (Logging with HP ID is mandatory)

NOTE: Customers should create an HP ID account if they do not have one. 

• Valid Order ID associated with customers email address.

Alternatively, a customer can access the website HPdevone.com/pop by scanning the QR code available in the setup instruction page through phone. Find below the setup instruction page screenshot.

Agent Support Guidelines

Customer Ticket Submission Process:

• Once a customer logs into the account using HP ID credentials, click on dashboard and they will be able to review the existing tickets and for any new support requests customers should click on "Start New Ticket" tab to create a new ticket. Customers can view the existing tickets by clicking on "Open Ticketing Center" tab (refer to dashboard Image 1). They may also start a new ticket by clicking on "+ New" tab (refer to dashboard Image 2). 

Dashboard Image 1: 

Dashboard Image 2: 

• Customer should select a category 
• Provide a description of the issue and click on "Submit" and this will submit the support request. Customer will receive a ticket submission acknowledge email.

[HT(1] 

• Agent Dashboard View:

• Launch the website https://hpdevone.freshdesk.com (Preferably use Google Chrome)

• Enter the required User ID and Password credentials to view the status of the support tickets under "My Dashboard" section. A view of the Agent dashboard is shown below:

NOTE: 

When attempting to Login to account, you may be prompted to authenticate using  2FA Two factor authentication. Please install Google Authenticator App (recommended) on your mobile from Android Play Store and enter the  six-digit code from the App to complete the authentication process.

• Click on the Ticket icon as shown below to view the open ticket list or queue.

• Once tickets are assigned to respective agents, they can click on the assigned ticket to view the details of the query.

• Click on "Reply" tab to start your response to assigned ticket. 

• Use the following interaction scripts for all new responses 

Interaction Opening Script:

"Thank you for contacting HP Dev One support. We are glad to assist you"

Paraphrasing Statement:

Paraphrase the interaction based on customer's query.

Ex: I understand from your query that you are experiencing the "............" issue.

• For any POP OS issues, provide the appropriate troubleshooting as per the query/issue raised by the customer and click send.

• Based on the status of the ticket, select the appropriate case status while clicking on send as shown below:

NOTE: 

Select the appropriate case status based on the status of the interaction.

Case Status Guidelines definitions (Freshdesk):

• Send and set as Pending: This status should be used after sending any reply to customer and awaiting customers response.
• Send and set as Resolved: This status should be used if the issue has been resolved 
• Send and set as Closed: Once the agent sends the customer an email alerting them the ticket will be archived, the agent will manually close the ticket. 
• Send and set as Waiting on Customer: This status should be used if we are waiting for customer to provide additional information/confirmation/feedback (ex: More information is required from customer to resolve a technical issue or address details confirmation from customer from unit replacement scenario etc).
• Send and set as Waiting on Third Party: This status should be used if an agent is depending on somebody outside the Freshdesk tool to get ticket resolution

POP OS unresolved issues elevation process:

• Agents should make use of the available technical resources to resolve the POP OS issues. Once the agents have exhausted all the available internal resources and if further technical assistance is required, collaborate internally with SYSTEM 76 technical team. All communications between Concentrix and SYSTEM 76 team should flow through MS Teams group chat.

• Once the team receives the further solution(s) from SYSTEM 76 technical advisor, agents should contact the customer with the provided solution and confirm the resolution. If the issue remains unresolved, continue the cycle of communication with SYSTEM 76 team and provide the solution as suggested till the issue is completely resolved.

General unresolved issues (non-POP OS) elevation process:

For any other issues (apart from POP OS) which are unresolved, elevate the case through Freshdesk to Anh Lu & team.

3^rd Party Software Issues:

For any 3^rd party software issues, all attempts should be made by agents to provide best of effort support. If the issue remains unresolved and requires further support from the application vendor, refer the customer to the appropriate software vendor and close the case. 

Hardware Issues:

Post the issue diagnosis, follow the appropriate troubleshooting steps to fix the hardware issues. If the issue remains unresolved, proceed further to replace the unit based on the warranty terms and conditions.

Unit Replacement Guidelines: 

All replacements (including unit, keyboard, mouse) should be processed through Global Newton.

• Within the warranty period, if the customer is demanding a replacement or if the issue is determined with the hardware of the unit, process the replacements through Global Newton.

• Follow the guidelines below for processing the replacements through Global Newton:

• Verify the customer details in CDAX and search for existing records. If no records are found, create a new customer record, and follow the product entitlement process.

• Create a new CDAX case with appropriate one liner case subject.

• Complete the required GT and Security checks.

• Document the troubleshooting steps in Notes Log section.

• Verify and update the Address Details.

• Click the Service Order button from the command bar at the top of the Case window.

• Click Place Order from the command bar to launch the Order Management page. This will launch Global Newton (GN).

NOTE: 

Once Global Newton is launched from CDAX the required address and unit   information will be auto filled from CDAX. If the unit details are not captured from CDAX, please enter the required details manually (ex: PN# and SN# etc)

• Enter the code "CUST-SAT" in Customer Id field as shown below to override the collatera

• Enter the Operating System password as "NA" as shown below

• Make the appropriate selections under the Customer Communication field.

• Select the "Service Class" as "product or parts"

• Select the appropriate "primary failure" reason (ex: HDD failure etc)

• Select the appropriate service by clicking on "Services" tab depending on unit or part exchange (ex: HP Advanced Express Exchange for unit exchange or Customer Replaceable part for replacing keyboard and mouse)

• For unit replacement, select the below service type

• For part replacement, select the below service type

• If a part is being replaced, click on the parts tab, and select the appropriate part to be replaced as shown below

• After the appropriate service selection (unit or part replacement), click on the Submit button and review the script as shown below

Sample Agent Script for Part Replacement

Sample Agent Script for Unit Replacement:

• Click on "I have communicated the information. Submit for CSO#" button.

• Once the order is submitted, a CSO number is generated. Please provide this information to the customer along with the order tracking website (hp.com/go/csostatus)  

NOTE: 

For replacing multiple items (ex: unit and keyboard or keyboard and mouse), create an order for first item and then use the add line option to place an order for the second item.

Returns/Refunds Guidelines:

• Unit returns/refunds within the first 30 days of warranty are processed through Sterling tool. All such requests should be routed to Escalations POC (Amber) through Freshdesk.
• For Lost/Damaged/DOA (Dead on Arrival) within first 30 days of unit purchase, route the case to Escalations POC (Amber).
• If the customer is complaining about product quality or for buyer's remorse scenarios within first 30 days, route the case to escalations POC (Amber)

NOTE: CNX team will not support any of the above requests and redirect the       request to escalations POC (Amber)

Warranty Dispute Scenarios:

If the customer is disputing the warranty days left on the unit, follow customer honesty policy, and provide support accordingly. If required, you may ask the customer to scan and send the POP (Proof of Purchase) copy in .pdf or .jpg format

FAQ's:

Is creating HP ID mandatory for customers to get support?

Yes, customers should mandatorily create HP ID to contact the support team.

 Is the support available to other countries?

Ticketing support is only offered in United States. Technical troubleshooting, replacement and warranty support are available Monday to Saturday, 8AM to 8PM EST. Sundays and holidays are non-operational hours and inquiries will be responded to as soon as possible on the next business day.

Do we offer a repair option to customers for unit hardware issues?

No. All the defective hardware units will be replaced through Global Newton with a 1-day express exchange TAT service.

What accessories do we support as a part of this program?

We support only keyboard (XY KEYBOARD SYSTEM 76 US) and mouse (HP WL Creator black 930 M) and replace these accessories through GN if required.

Will the regular support teams have an option to transfer the customer to CNX team for HP Dev one support queries?

Regular support teams do not have any option to transfer the customer through ACR or WWE transfer. Based on CDAX SDI alert, they will redirect the customers to https://HPdevone.com website to contact the support team.

Do we offer CarePacks for HP Dev one units?

Currently, we do not offer any CarePacks.

Do we provide support if a customer installs Windows OS?

We provide basic support for Windows OS. However, we encourage customers to install POP OS.

How do you verify the entitlement of the product (manually)?

To validate the unit warranty details, please use the HP warranty check website

https://support.hp.com/in-en/checkwarranty 

How can I track my order?

As your order ships, we will send you an email providing the shipment tracking number(s). To see detailed tracking information, click on the tracking number link provided in your email. Please note that tracking details may not be active immediately with the carrier. You can also check your order status any time within your account view to find more details about your order.

I live outside the US; can I order an HP Dev One?

No. Currently, the HP Dev One can only ship to street addresses within the 50 United States and the District of Columbia. We cannot deliver to P.O. boxes, private mailbox stores, freight forwarders, United States territories, or addresses outside the 50 United States and the District of Columbia. Billing information also needs to be within the United States. 

What if my order is missing or may have been stolen?

Check to see if the carrier accidentally delivered your order to someone else nearby. If you are unable to locate your package, please create an account or log in to submit a ticket to our support teams. Keep in mind, we may need a police report to handle your claim. 

Can I place a bulk order?

At this time, we do not allow for a customer to purchase more than 2 HP Dev One units. 

For additional FAQ's, please visit the web link https://hpdevone.freshdesk.com/a/solutions/categories/69000432832/folders/69000596757