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


S U M M A R Y


DIARY: May 24, 2000 01:18 PM Wednesday; Rod Welch

Notified Microsoft about problems C11 and C12.

1...Summary/Objective
2...Microsoft Online Help for Windows 2000
3...Partitioned the drives.
4...Administrator Login Password Process Not Configured
5...Boot Timer Screen Not Running
6...We are getting an OS registry error...


..............
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CONTACTS 

SUBJECTS
Online Help Website, 000518
Passport Help System, 000518
Skill Based Routing Support Unproductive

0806 -
0806 -    ..
0807 - Summary/Objective
0808 -
080801 - Follow up ref SDS 25 9870.
080802 -
080803 - Received two letters from Microsoft today responding to inquiries
080804 - about how to get w2k up and running on our computers.   One letter
080805 - explains a Passport system that was tried and found to be ineffective,
080806 - at least without someone to walk us through a couple examples. The
080807 - second letter provides an email address for sending technical
080808 - questions, ref SDS 0 6636, but goes on to indicate this costs $195 for
080809 - each "incident." ref SDS 0 1410
080820 -
080821 -    [On 000601 submitted claim to Microsoft. ref SDS 30 0001
080822 -
080823 -    [On 010219 received inquiry about draft letter to Microsoft from
080824 -    individual seeking help using IE with w2k on a Toshiba Tecra 8100
080825 -    computer; since draft was supersceded by a final version on 000601,
080826 -    deleted draft version from the web. ref SDS 31 0001
080827 -
080828 -
080829 -
0809 -
0810 -
0811 - Progress
0812 -
081201 -  ..
081202 - Microsoft Online Help for Windows 2000
081203 -
081204 - Follow up ref SDS 25 5993.
081205 -
081206 - On 000518, submitted questions to Microsoft online service called
081207 - Passport.
081208 -
081209 - Today, received ref DRT 1 0001 from Microsoft with instructions on how
081210 - to use their "Passport" system.  This was tried the other day, because
081211 - Microsoft's online information resources failed to result in actually
081212 - submitting any questions.
081213 -
081214 - The difficulty with these instructions is that it says to click on a
081215 - green Sign In link on any Passport site. ref DRT 1 3894
081216 -
081217 - The letter further says there is a passport directory...
081218 -
081219 -
081220 -      http://www.passport.com/directory.asp
081221 -
081222 -
081223 - ...that says where the Passport support can be used.  This does not
081224 - meet Microsoft's burden to support its warranty of servicability.
081225 -
081226 - We do not have time to wander through Microsoft web pages in hopes of
081227 - finding a green sign-in link.
081228 - ..
081229 - Received a second letter from Microsoft, ref DRT 2 0001, which
081230 - has a signature block for Vanno, and answering another letter we sent
081231 - on another website encountered on Microsoft's website.  Vanno does a
081232 - good job of providing additional avenues for support on w2k, and
081233 - disclosing the cost of technical support. ref SDS 0 1410
081234 -
081235 -    1.  Knowledge Base permits looking issues, ref DRT 2 0001, at the
081236 -        following location...
081237 -
081238 -
081239 -            http://support.microsoft.com/support/search/c.asp
081240 -
081241 -
081242 -        The difficulty with this service is that it requires endless
081243 -        hours of guessing how to express a problem in a manner that is
081244 -        close enough to the way somebody else expressed the same
081245 -        problem in creating the entry in the Knowledge Base, so that a
081246 -        computer search program will create a match, as previously set
081247 -        out in connection with telephone voice mail systems that
081248 -        require pushing buttons, also called Skill Based Routing,
081249 -        reviewed on 000304. ref SDS 10 4836
081250 -
081251 -    2.  Program errors can be submitted to Microsoft, ref DRT 2 5850,
081252 -        in the following ways...
081253 -
081254 -           1.  Go to:
081255 -
081256 -               http://support.microsoft.com/support/feedback/
081257 -
081258 -               Choose a Product, then click Next
081259 -
081260 -               Fill out the form and click Submit Query
081261 -
081262 -           2.  Write a letter and send it to the following address:
081263 -
081264 -               Attn: Microsoft Windows 2000 Development Group
081265 -               Microsoft Corporation
081266 -               One Microsoft Way
081267 -               Redmond, WA 98052
081268 -
081269 -        Include a description of the undocumented error, any actions
081270 -        taken, software and/or hardware associated with the error, and
081271 -        whether it is consistently reproducible.
081272 -        ..
081273 -    3.  Technical support is available online. ref DRT 2 1020
081274 -
081275 -
081276 -                        msupport@microsoft.com
081277 -
081278 -
081279 -        Submit following information...
081280 -
081281 -          •  Product name, version, Product Identification number (PID)
081282 -          •  Operating system and version (i.e. Windows 98)
081283 -          •  Computer make and model
081284 -          •  Memory (RAM)
081285 -          •  CPU type and speed
081286 -          •  Error messages (if any)
081287 -          •  Specifics of the problem
081288 -          •  File Name(s), and passwords, as applicable
081289 -          •  Contact information (name, telephone number, e-mail)
081290 -
081291 -    4.  If Windows 2000 Professional came pre-installed on your machine
081292 -        or included with your PC purchase, contact your Original
081293 -        Equipment Manufacturer (OEM) for warranty support options.
081294 -        ref DRT 2 6432
081295 -        ..
081296 -    5.  Purchasing a retail package of Windows 2000 Professional
081297 -        provides 90-days, no-charge assisted Professional Support from
081298 -        Microsoft that begins the first time you call. You may request
081299 -        assistance from Microsoft via the phone or online. ref DRT 2
081300 -        2205
081301 -        ..
081302 -    6.  Microsoft Support Professionals are available 24 hours a
081303 -        day 7 days a week to provide technical support for Windows
081304 -        2000. You can contact a Microsoft Support Professional via the
081305 -        phone or online. ref DRT 2 1296
081306 -
081307 -        Microsoft Professional Support offers pay-per-incident support
081308 -        at $245 for a phone based incident, and $195 for a web based
081309 -        incident. ref DRT 2 1404
081310 -
081311 -        For more information about these options, go to
081312 -
081313 -           http://support.microsoft.com/directory/windows2000opt.asp
081314 -
081315 -
081316 -    7.  Phone numbers for Windows 2000 Support from Microsoft...
081317 -
081318 -        Developers (800) 936-5800
081319 -        IT Professionals (800) 936-4900
081320 -        Partners (resellers/consultants) (888) 456-5570
081321 -        Microsoft Certified Solution Providers (888) 677-9444
081322 -        Original Equipment Manufacturers (800) 936-2197
081323 -        System Builders (888) 456-5570
081324 -        Individual User (800) 936-4900
081325 -
081326 -
081327 -
081328 -  ..
0814 -
0815 -
0816 - 1516 called Microsoft
0817 -
081701 - After receiving the letters, per above, ref SDS 0 5993, I called
081702 - Microsoft at the number Vanno provided for...
081703 -
081704 -
081705 -                  Individual User (800) 936-4900
081706 -
081707 -
081708 - ...and spoke to Mark A-MHIDD
081709 -
081710 - Prior to calling, I was focused on getting an answer to my questions
081711 - and so had not noticed point 6 about the high cost of technical
081712 - support. ref SDS 0 1410
081713 -
081714 - Mark asked for the Product ID, which is entered below the "Registered
081715 - To" field in System Properties, which can be opened by right clicking
081716 - on System Management, also, called "My Computer," and is also entered
081717 - in the record on 000310. ref SDS 11 2516
081718 -
081719 - Mark advised that because there is an OEM in the product ID, we are
081720 - not entitled to the 90 days of support, set out in point 5 of Vanno's
081721 - letter, per above. ref SDS 0 1880
081722 -
081723 - I pointed out that this was a mistake, and that we ordered a full
081724 - version in order to get warranty support based on past experience with
081725 - Microsoft, as reported in the record on 000314. ref SDS 12 4978
081726 -
081727 - Mark said there is nothing he can do, because Microsoft's policy
081728 - prevents him from addressing support issues for OEM products, unless
081729 - we are willing to pay $300 per issue.
081730 -
081731 - I advised there are about 10 issues, which would be $3000 under this
081732 - new policy.
081733 -
081734 - Mark indicated some issues might be consolidated into one incident to
081735 - reduce the cost, but he cannot guarentee this.
081736 -
081737 - I noted that even if everything were made a single incident this would
081738 - still be 10 times the cost of prior support on which we relied in
081739 - purchasing the product.
081740 -
081741 - Mark said there is nothing he can do.
081742 -
081743 -    [On 000601 submitted claim to Microsoft. ref SDS 30 0001
081744 -
081745 -
081746 -
081747 -
0818 -

SUBJECTS
Partition Disk
Disk Format FAT32
Directory OS W2K
OS in I: WINNT Instead of I: 00 02
Disk Configure FAT32

1508 -
150801 -  ..
150802 - Partitioned the drives.
150803 -
150804 - Follow up ref SDS 25 5933.
150805 -
150806 - Identified this problem in the letter to Microsoft. ref DIT 1 2385
150807 -
150808 -
150809 -
1509 -

SUBJECTS
Log-in Password Not Configured
Login Password Setup for Administrator
Administrator Login Not Configured
Beep, Bell Occurring during Login
Beep, Bell Occurring Duirng Login
Timer Screen During Logon is Not Running

2109 -
210901 -  ..
210902 - Administrator Login Password Process Not Configured
210903 -
210904 - Follow up ref SDS 25 0741, ref SDS 18 4934.
210905 -
210906 - We are getting a bell or beep sound when the log on screen appears,
210907 - this is distracting in meetings and other events, like when I took
210908 - notes as a juror in a recent trial on 000427. ref SDS 17 0001
210909 -
210910 - Identified this problem in the letter to Microsoft. ref DIT 1 1936
210911 -
210912 -
210913 -  ..
210914 - Boot Timer Screen Not Running
210915 -
210916 - Follow up ref SDS 25 5184.
210917 -
210918 - On C11 there is a 30 second timer that appears and gives the User
210919 - time to select other options for starting w2k.
210920 -
210921 - C12 does not have that feature, which is very useful.
210922 -
210923 - How is timer screen activated during boot sequence?
210924 -
210925 - Identified this problem in the letter to Microsoft. ref DIT 1 7056
210926 -
210927 -
210928 -
2110 -

SUBJECTS
Product Key Error Reading W2K Register

2204 -
220401 -  ..
220402 - We are getting an OS registry error...
220403 -
220404 - Follow up ref SDS 25 4964.
220405 -
220406 -                   Product
220407 -
220408 -                      Error reading registry key
220409 -
220410 - Identified this problem in the letter to Microsoft. ref DIT 1 6308
220411 -
220412 -
220413 -
220414 -
2205 -
2206 -