THE WELCH COMPANY
440 Davis Court #1602
San Francisco, CA 94111-2496
415 781 5700



May 18, 2000

02 05 02 61 00051801



Dan Helm
One Decision
euss.ec@decisionone.com
(DecisionOne - MSPPI Transaction Processing)

Subject:   Support Requires Follow Up
Transaction ID: 351923
Tracking #333554

Dear Dan,

Thanks for your letter reporting on our work this evening configuring Windows 2000 under your tracking number 333554. I appreciated your expertise and professional approach very much.

Your letter states in part...

The following transaction was completed successfully... Transaction 351923

Our record shows the transaction to support Windows 2000 setup was not successful. Despite great skill using web research and other resources, you did not answer anything that enabled Windows 2000 setup to proceed. For example...

  1. We requested instruction on installing W2K in a designated directory, and you suggested adding a switch to a command line entry, but were unable to instruct on how or in what part of the installation sequence to enter any such command.

  2. We asked about fixing the video display. You made suggestions, but these did not solve the problem.

  3. We asked about configuring logon for Administrator and password, and you requested additional payment.

We conclude the transaction was not successful. If you have information showing the solution to these problems please submit it.

Microsoft and industry policy and practice has always been that if a support transaction is not successful, then the customer is not charged. There has never been a limit on issues to set up Microsoft operating systems, because each one is more complex and so requires time to resolve errors in design. Windows 2000 was released only a few months ago.

If you submit the solutions to our questions, we would be greatful for this service.

Otherwise, please process a refund, so we don't have to waste time with the credit card admin people reversing the charge.

If you have any questions, please call 415 781 5700.

Sincerely,

THE WELCH COMPANY



Rod Welch
rowelch@attglobal.net