FUJ00121725
FUJ00121725
Shobnall Road, Burton-On-Trent
FAD : 395207
HSH Call Analysis
Number Raised Call Problem Engineer? Synopsis/Commer
Type Type
0306260485 I 26/06/03 I S 3B I SD13 RLM : Trying to contact Don Bannon (sic). Engineer from previous visit
0306260398 I 26/06/03 I H 3B I HDO7
RLM : Counter printer not feeding tally roll. Engineer met with ‘closed’ sign.
Second attempt 01/07/03 OK and printer changed.
0302190055 I 19/02/03 I Q 2c I Quo2 2: Wrong number called and hung up
0301170233 I 17/01/03 I Q 2c I QUOS PM : PM wants to talk to Don Banham (sic)
0301060557 I 06/01/03 I S 3B I SD13 PM : Failing to register transactions. Freezing when scanning. Phantoms when unfreezing. 07/01 SSC could not re-create
problem as described by PM. 2 KELs referenced, HSH then asked about lighting as could cause interference. PM also using
RF baby monitor and local cab firm had been operating and setting off burglar alarms. PM also stated suffering from power
surges. Call closed and raising new call as environmental but no evidence of new call.
0301030748 03/01/03 I S 3B sD14 PM : Screen not working despite earlier advised reboot. Told to re-calibrate — did not solve problem. PO called back +30mins
and PM reported screen was OK
0301030710 I 03/01/03 IS I 3B I sp14 PM : Screen problems and colour. Calibration OK but screen not working, Told to re-boot and problem should clear.
o2i2160616 I 16/1202 I P I 2c I PNOt PM : Chasing BT Engineer expected to fix ISDN problem. HSH closed call when unable to contact PM.
0212120663 I 12/1202 IS I 3B I HD15 PM : New screen and cable fitted 06/12 & 10/12 and both engineers saying problem is NOT monitor. Phantom transactions
and not registering real transactions. Certain products not registering at all. HSH advise ‘keyboard can cause phantom
transactions as well but as she has been having so many problems with fugures disappearing then the keyboard and base
unit will have to be swapped’.
Reported nwbase stuck @ 3% - ISDN problem requiring BT repair?
RLN David Davis requested he be contacted about the problems at this office.
HSH record shows ‘Replaced base unit and keyboard due to phantom transactions’.
0212100346 I 10/12/02 I H 3B I HD10 PM : Replaced screen but cursor still disappearing and on/off switch requires matchstick to hold in place.
New screen fitted
0212060410 I 06/12/02 I H I 3B I HD10 PM : Screen not responding and keyboard will not work. Also system freezing and then releasing itself. Later HSH suggested
re-booting but did not resolve problem
HSH record shows ‘Replaced screen due to phantom transactions/callerbration (sic) problems’
0209120238 12/09/02 I E 2c ECOS NBSC : Office now re-opened.
0209111168 11/09/02 I E 2c EC04 NBSC : Office closing due to flooding.
Shobnall Road, Burton-On-Trent
FAD : 395207
HSH Call Analysis
FUJ00121725
FUJ00121725
Number Raised Call Sev Problem Engineer? Synopsis/Comme
Type Type
0209100810 I 10/09/02 I E 2c I Ecos NBSC : Office closing due to flooding
0207181192 I 18/07/02 I T 2c I TRI PM : Experiencing problems logging out but talked through process by HSH and successful
0207040605 I 04/07/02 I K 2c I KAO2 PM : Cannot balance and despite doing revaluation adjustment stock figures are not correct. Outcome was that Pm had
incorrectly revaluated on a number of occasions. Eventually HSH reversed all incorrect revaluations and now OK.
0207030539 I 03/07/02 I E 2c I ENOS PM : Having electrical work done in outlet and wants to power down kit. OK.
0207011009 I 01/07/02 I x 2c I xio7 PM : Have had powercut and power off for some time. PM rang off before call transferred to HSH operative.
NO AUDIT DATA AVAILABLE BEFORE THIS POINT
0202080070 I 08/02/02 I H 3B I HDO7 PM : Counter printer only printing half a receipt,
Cleared paper jam
0201310535 I 31/01/02 I T 2c I TRI4 PM : Problem with SU (46) and CAP (45) mis-alignment. HSH walked through balancing and office rolled over.
0201230850 I 23/01/02 I K 2c I KAO4 PM : Attempting to clear discrepancies but now showing double. HSH walked through process and discrepancy cleared to
£0.
0201220113 I 22/01/02 I H 3B I HDO7 PM : Powergen bill paid but receipt printing stuck half way. Cannot print second receipt — stuck for 20 minutes. KEL2912L to
be followed
Counter printer replaced due to intermittent stopping while printing.
0201110880 I 11/01/02 I H 3B I HDO7 PM : Counter printer only printing half a receipt. HSH recommended re-boot as per KEL 1245K. Cannot do as PMMC locked
in safe until next day. Further investigation identified that PM had loaded tally roll backwards. Advised to load right way
round
0112180028 I 18/12/01 I A 2c I AGO2 PM : Logged on and asked to declare cash holding despite her having done it the previous night. HSH advised to repeat
operation and OK with advice
0112120689 I 12/14/01 I K 2c I KAo2 PM : Requesting advice on balancing. PM had got sequence of balancing and remming-out incorrect.
01141121103 I 12/11/01 I A 2c I AGot PM : Transaction taken as wrong settlement for NSI deposit. HSH advised on adjusting cheque line by amount and rem-out
amount she has physically.
0111121094 I 12/11/01 2c I AGOS PM : Transaction finished to cheque instead of cash. HSH advised on stock adjustment and adjust cheques.
0111081741 I 08/14/01 I T 2c I TROS PM : Unable to do pensions by scanning or manual. HSH advised server was down but now back. P&As now being
accepted
111011107 I 01/14/01 I H 3B I HDO7 Trainer : Problems with counter printer will not print giro slips easily
Counter printer replaced due to intermittent failue to print slips
Shobnall Road, Burton-On-Trent
FAD : 395207
HSH Call Analysis
FUJ00121725
FUJ00121725
Number Raised Call Sev Problem Engineer? Synopsis/Comme
Type Type
0110310117 I 31/10/01 I z 2c I 2813 PM (father) : I think this is the ‘handover’ of the office from father to daughter. Call to refresh keys.
0110290710 I 29/10/01 I s 3B I SD13 PM : Back Office printer not working correctly after changing cartridge. HSH advise given.
PREVIOUS PM BEFORE THIS POINT
0009261310
26/09/00
ZS03
0107270316 I 27/07/01 I S 4A I SD13 PM : Had experienced green screen so rebooted but had ‘post POLO failure’. Had tried another two times. HSH advise given
0107270290 I 27/07/01 I S 3B I SD13. PM : Post POLO failure. Advised to reboot.
0102210255 I 21/02/01 I T 2c I TRO PM : Put P & A under wrong group. HSH advise given
0101170449 I 17/01/01 I A 4A I AGO PM : Has sent £50 too much to ADC. HSH advise given.
0009262225 I 26/09/00 I 20 I T I TRI2 PM : Had problem and has 16 WFTC to put through. HSH advise given.
0009262190 I 26/09/00 I 20 IX I xl07 PM : Could not find WFTC icon. HSH advised to contact NBSC
Zz
NBSC : OSP call. Successful outcome.
PM : How to input Canadian postal money order. HSH advise given.
9904090137
0007040649 I 04/07/00 I 2c I A I ADO3
0006020392 I oz600 I 38 IS I sD0Z PM : Counter printer prints first copy of BT bill receipt and then freezes. HSH advise to reboot given.
0005310934 I 31/05/00 I 2c I A I ADO3 PM : Wants to reverse £564m of family credit. HSH advise given
0004181316 I 19/04/00 I 38 I H I HDS HFSO : First day summaries ~ Giro deposit report not printing
Counter printer changed due to not being able to print slips.
0004171753 I 17/04/00 I 2c I Y I IMo7 POOH : Confirming migration successfully completed
0004171233 I 17/04/00 I 4A I Y I IMO7 Exel : Confirming hardware acceptance for this site.
004170740 I 17/04/00 I 4A I Y I IMO7. Exel : Advising that installer has arrived.
og0499 I 1D I I IMo7 PM : Looks like a rollout call to do with Workplace Technology and electrician arriving late and not doing work.
9902250008
25/01/99
IMO3
WT : Records show 2 counters to be built but PM only wants 1.