CONTACTS 
0201 - Dell Computer Corporation                                                                                                                                          O-00000056 0614
020101 - Mr. Franklin Farmer                                                                                                                                              O-00000056 0614
020102 - Resolution Expert Center
020104 - Technical Support Department
020105 - Resolution Expert Center, Americas Client Services                                                                                                               O-00000056 0614
0202 - Dell Computer Corporation                                                                                                                                          O-00000056 0706
020201 - Ms. Pramila Mohan                                                                                                                                                O-00000056 0706
020202 - Senior Pricess Associate [Relationship]
020204 - Asset Recovery Business
020205 - Exchange Return Team                                                                                                                                             O-00000056 0706

SUBJECTS
CPU Replacement Computer Received from Dell to Fix Performance Probl
Device Driver Display Adapter Silocon Image DVI 128 MB Video Control
Computer Replaced Correct Video Problems and Solve Performance Defec
Windows XP Repair Operating System Registry Device Driver Display Ad

1406 -
1406 -    ..
1407 - Summary/Objective
1408 -
140801 - Follow up ref SDS 4 0000. ref SDS 3 0000.
140802 -
140803 - Notified Dell that we discovered a way to configure the display
140804 - adapter and that all errors are cleared from the device manager.
140805 - ref SDS 0 FF5M  Request guidance on returning replacement parts, and
140806 - for support on two (2) pending issues. ref SDS 0 FF7X  Advise Frank
140807 - about lessons learned from a case study on this transaction.
140808 - ref SDS 0 FF8T  After sending the letter to Frank, received a letter
140809 - from Pramila with a mailing label and instructions on shipping
140810 - replacement parts. ref SDS 0 AL8M
140811 -
140812 -     [On 050204 Pramila responded asking if her letter, per above,
140813 -     ref SDS 0 AL8M, was received. ref SDS 5 FF5M
140814 -
140815 -
140816 -
140817 -
140819 -  ..
1409 -
1410 -
1411 - Progress
1412 -
141201 - Submitted ref DIT 1 0001 to Frank at Dell via email with copies to
141202 - technicians, ref DIT 1 00W3, citing order 200435297 dated 050126 and
141203 - transmitting the replacement CPU, received on 050128 ref SDS 3 FN5U,
141204 - which is to be returned per planning on 050130, ref SDS 4 R98I, in
141205 - conjunction with completing Dell's customer support case number
141206 - 85476184 assigned on 041118, ref SDS 1 ZY6L, and saying....
141207 -
141208 -    1.  The replacement CPU was received from Dell on January 28.
141209 -        ref SDS 3 XQ6K  Testing yielded plans to solve prior system
141210 -        unit problems. ref SDS 3 LN96  The original CPU received from
141211 -        Dell was then correctly configured on January 30. ref SDS 4
141212 -        5K6G  Subsequent use indicates performance issues remain, and
141213 -        appear to fall within current industry standards for
141214 -        the technology [reviewed on 050128]. ref SDS 3 Z36N
141215 -        Congratulations to you and the Dell team for persistance and
141216 -        excellence the past three (3) months solving a wicked problem
141217 -        to support the customer. ref DIT 1 0001
141219 -  ..
141220 - Wicked problem is a lesson learned listed in the record solving Dell
141221 - configuration problem on 050130. ref SDS 4 344G
141223 -  ..
141224 - Below, Frank reports receiving the letter, and does not comment on
141225 - solution of the problem. ref SDS 0 X76R
141227 -  ..
141228 - Letter to Dell continues...
141229 -
141230 -    2.  Analysis on January 30 indicates the replacement Dell CPU
141231 -        should be returned to Dell. ref SDS 4 BQ4K Please submit
141232 -        procedures. ref DIT 1 IF6K
141234 -  ..
141235 - Below, received instructions and a mailing label from Pramila at Dell.
141236 - ref SDS 0 AL8M
141238 -  ..
141239 - Below, received another letter, ref SDS 0 4D6H, from Frank with
141240 - additional guidance on returning replacement parts.
141242 -  ..
141243 - Letter to Frank continues...
141244 -
141245 -    3.  A case study listed on January 30 may help resolve future
141246 -        problems, ref SDS 4 GX6H, based on lessons learned,
141247 -        ref DIT 1 IF71, which you requested on December 15. ref SDS 4
141248 -        TC5I
141250 -  ..
141251 - Below, received letter from Frank responding to notice of fixing the
141252 - problem with c14, and Frank does not mention review of the case study,
141253 - and lessons learned, which he requested. ref SDS 0 X76R
141255 -  ..
141256 - The copy of this letter sent to John at Unisys, ref DIT 1 00W3,
141257 - accomplishes action item on 050114 when John asked to be notified
141258 - about the solution to this problem. ref SDS 2 JK5L
141260 -  ..
141261 - Letter to Frank continues...
141262 -
141263 -    4.  Frank, when time permits please comment on "whirring" sound
141264 -        that occurs when a file is scrolled, ref DIT 1 V64F, reported
141265 -        under evaluation on January 30. ref SDS 4 8G9N
141267 -  ..
141268 - Below, received letter from Frank responding to notice of fixing the
141269 - problem with c14, and Frank does not mention review of pending issues.
141270 - ref SDS 0 X76R
141271 -
141272 -
141273 -
141274 -
141275 -
141277 -  ..
1413 -
1414 -
1415 - 1721
1416 -
141601 - Received ref DRT 1 0001 letter dated 050131 in the mail from Pramila
141602 - Mohan with the Exchange Returns team at Dell.
141604 -  ..
141605 - Pramila explains procedures for returning the Dell product.
141606 - ref DRT 1 PK77
141608 -  ..
141609 - Pramila says to contact customer service if there are still pending
141610 - issues. ref DRT 1 0080
141611 -
141612 -        The letter to Dell customer service this afternoon, ref SDS 0
141613 -        FF7X, cites the record on 050130 that lists two pending issues.
141614 -        ref SDS 4 WH9I
141616 -  ..
141617 - Below, sent an email to Frank with a copy to Pramila IAW guidance in
141618 - the Dell letter. ref DRT 1 0080
141619 -
141620 -     [On 050204 Pramila responded asking if her letter today,
141621 -     ref SDS 0 AL8M, was received, ref SDS 5 FF5M, indicating she may
141622 -     had problems navigating through Knowledge Space.
141624 -  ..
141625 - Below, called Frank, and sent confirming email asking about pending
141626 - issues. ref SDS 0 0364
141627 -
141628 -
141630 -  ..
1417 -
1418 -
1419 - 1817
1420 -
142001 - Received ref DRT 2 0001 from Frank responding to the letter this
142002 - afternoon, per above. ref SDS 0 FF5M
142004 -  ..
142005 - Frank says...
142006 -
142007 -    1.  Glad to see you received the system and it is in top notch
142008 -        shape. ref DRT 2 YW5O
142010 -         ..
142011 -    2.  This is an exchange so basically what you need to do is
142012 -        anything you take out of the box we sent you, there needs tyo
142013 -        be something identical to it put back in.  For example, if you
142014 -        take out microsoft office professional (hypothettical) then you
142015 -        would need to return a microsoft office professional.
142016 -        ref DRT 2 BX6G
142018 -         ..
142019 -    3.  Exchange is like for like.  There should also be a return
142020 -        airbill with the computer we sent you.  Just put the old
142021 -        computer in the box and put the airbill on the box and call the
142022 -        number. ref DRT 2 SX6O
142024 -         ..
142025 -    4.  If you have any questions regarding this give me a call.
142026 -        ref DRT 2 007O
142028 -  ..
142029 - Frank does not address the two issues listed on 050130, ref SDS 4
142030 - WH9I, and referenced in the letter to Dell earlier today, per above,
142031 - ref SDS 0 FF7X, and which relate to returning the replacement CPU or
142032 - the original system unit.
142033 -
142035 -  ..
1421 -
1422 -
1423 - 1928
1424 -
142401 - Called Frank and left a message on his voice mail to call and discuss
142402 - pending issues.
142404 -  ..
142405 - Submitted an email linked to this record confirming request for
142406 - coordination on resolving pending issues, and sent a copy to Pramila
142407 - for a record acknowledging receipt of Dell's letter, per above,
142408 - ref SDS 0 AL8M, and advising of status.
142409 -
142410 -     [On 050204 Pramila responded asking if her letter, per above,
142411 -     ref SDS 0 AL8M, was received. ref SDS 5 FF5M
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1425 -