| May 16, 2001 | 04 00067 61 01051601 |
Mr. Bruce Newland
Service Quality Manager
newlandb@corp.earthlink.net
Quality Engineering
Earthlink
1660 East Roseville Parkway
Roseville, CA 95661
| Subject: | Earthlink Pending Issues |
Dear Bruce,
Thanks for your letter on May 14, indicating we can close the account with OneMain-JPS. Sarah Etchieson called today, and we concluded that transaction, per your letter.
Incidentally, I am pleased to commend Sarah's work on this matter. You can see from the record that she was proactive and thorough in getting things done. On August 9, 1989 there was a report that poor listening causes a lot of problems in daily management. On December 12, 2000 another report said that too many people having too many problems, is causing productivity, earnings and stock prices to decline. Sarah's work reflects both the attitude and competence necessary for economic recovery under Peter Drucker's formula that productivity requires consistent good management.
Your letter on May 14, also, asked if there are any pending issues.
Yesterday, I sent a letter asking about eliminating the feature that forwards correspondence incorrectly addressed to welchco.com, and instead returning it, so that senders are alerted of having made a mistake, as you indicated was occurring in our call on May 11, 2001. This confirms that request sent yesterday. We got several more letters today; therefore, need prompt action on this. My understanding is this can be accomplished by discontinuing the feature that accepts email to welchco.com for which no specific user name has been established. Late this evening, received your letter sent today explaining a procedure for fixing this problem using Earthlink Internet resources. Tried following instructions in your letter, but was not successful. Can you help expedite this issue?
Additionally, the letter to Earthlink on May 12 sets out three (3) other pending issues, which are summarized in the record on May 12.
For example, an issue of utility that arises from Earthlink servers located in Atlanta, and/or using international time, rather than time that is in sync with our computer in San Francisco, is how to transfer only new files. In our telecon on May 11 there was an understanding that you planned to inquire about this capability. What progress has been made on this, and the other pending issues?
Sincerely,
THE WELCH COMPANY
Rod Welch
rowelch@attglobal.net