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


Date: Tue, 27 Feb 2001 11:44:01 -0800

02 05 04 61 01022702



Mr. Joe Griffin
DOS Engineer
joegr@microsoft.com
Windows 2000 Support
Applications and Performance
Microsoft Corporation
16011 NE 36th Way
Box 97017
Redmond, WA 98073 9717

Subject:   Request telephone support
Case SRX010207601263

Dear Joe,

Good letter.

I gather your efforts so far using information in your letter this morning haven't solved the problem, so you are reluctant to discuss it because there is nothing more to offer. This is valuable to know in saving the customer time trying things that won't work.

On information being on the Internet, if there is an error or information that causes harm, just let me know. It is simple to modify the record so it is useful, but not harmful. The idea of writing things down is to figure out what we think, and how that can be strengthened. We share the record so others can help correct misunderstandings that might lead to a mistake that causes delay and extra cost. We are not out "get" anybody. We are trying to improve everybody's work. An advantage of direct discussion is that you can explain recasting the record so it is more useful, then we can pump it back out there the way you want it.

Once we have a useful record then this becomes intellectual capital than can be used again and again to solve problems for people at no additional cost.

Like going to the doctor, or taking the car in for service, our goal is to be an effective partner with Microsoft.

On the substance of your letter, this system, c13, when it was received from the OEM was loading DOSX high. It was only after we got the blue screen failures, which now seem to have been caused by power management conflicts between Intel BIOS and w2k, that led to re-installing w2k. The second installations resulted in the DOSX problem.

How does this fit with your theory that unidentified hardware arrangements causes the problem? Hardware hasn't changed.

We have paid $300 to get information that has previously not been charged, and there is no solution. We have a much more powerful computer that is performing below the level of much less powerful systems. This is not a record that encourages buying better computers. Intel was worried at a conference in Paris last week that the industry is going bankrupt, because there is insufficient attention to customers.

So here is a customer that offers an opportunity to make computers more useful. We just need a little help from the experts.

What should our follow up be?

Thanks very much for taking the time to consider our case.

Sincerely,

THE WELCH COMPANY



Rod Welch
rowelch@attglobal.net