CONTACTS 

SUBJECTS
Subscription Renewal for 1 Year Attempted Failed for Unknown Reasons

0803 -
0803 -    ..
0804 - Summary/Objective
0805 -
080501 - Follow up ref SDS 7 0000. ref SDS 6 0000.
080502 -
080503 -
080504 -
080505 -
080507 -  ..
0806 -
0807 -
0808 - Progress
0809 -
080901 - Follow up work on 051206 to purchase upgrade for Pccillin subscription
080902 - that maintains virus protection for another year until 071223.
080904 -  ..
080905 - Tried using Trend Micro online renewal system to pay by credit card,
080906 - and download new updates.  This failed.  Trend Micro returned an
080907 - error saying the credit card information was incorrect.  This report
080908 - was incorrect, because the credit card data was correctly entered.
080910 -  ..
080911 - Tried switching from Discover to Visa.  Got the same message.
080913 -  ..
080914 - Tried calling tech support...
080915 -
080916 -                    Pc-cillin
080917 -                    Internet Security 2005
080918 -                    Trend Micro
080919 -                    10101 North DeAnza Blvd
080920 -                    Cupertino, CA  95014
080921 -                    408 257 1500
080923 -      ..
080924 -     Tech Support   800 864 6027
080925 -
080926 -                    support@trendmicro.com
080928 -                     ..
080929 -                    Info@trendmacro.com
080931 -                  ..
080932 -                 http://www.trendmacro.com
080934 -  ..
080935 - The rep will want the serial number for the program, listed in the
080936 - record on 041223. ref SDS 5 MR9J
080937 -
080938 -
080939 -
080941 -  ..
0810 -
0811 -
0812 - 1629
0813 -
081301 - Called sales department............ 800 656 5426
081302 -
081303 - Talked to Dan.
081305 -  ..
081306 - Renewal purchase cost.........................$49.95
081308 -  ..
081309 - This is 100% cost increase, with no evident added value.  All we want
081310 - is to get updated virus definitions for a year.
081312 -  ..
081313 - Dan says there is value added, because one renewal can support up to 3
081314 - computers.
081316 -  ..
081317 - Used credit card...
081318 -
081323 -  ..
081324 - Dan says the Discover care declined payment for some reason.
081326 -  ..
081327 - For some reason, Trend Micro would not take Discover, asked to switch
081328 - credit card information.
081330 -  ..
081331 - Tried...
081332 -
081337 -  ..
081338 - Product update is obtained on the Internet from...
081339 -
081340 -            http://www.findmyorder.com
081342 -  ..
081343 - Dan will send an email in half an hour and we can download the file
081344 - from the email.
081346 -  ..
081350 -
081351 -
081353 -  ..
0814 -
0815 -
0816 - 1013
0817 -
081701 - Millie received ref DRT 1 0001 from Trend Micro saying...
081702 -
081703 -    1.  Subject:  Order Confirmation Trend Micro
081704 -                  Pccillin Virus Protection Security 2007
081706 -         ..
081707 -    2.  Dear Mildred A Buck,
081709 -         ..
081710 -    3.  Thank you for ordering through the Trend Micro Online Store
081711 -        powered by Digital River.  The following email is a summary of
081712 -        your order.  Please use this as your Proof of Purchase.
081713 -        ref DRT 1 0001
081715 -         ..
081716 -    4.  Trend Micro™ PC-cillin™ Internet Security 2007
081717 -        User's Guide For a thorough introduction to your new software,
081718 -        download the free PDF version of our "Getting Started Guide".
081719 -        To download, click here or go to: _ Guide.pdf, ref DRT 1 ND4J
081721 -         ..
081722 -    5.  YOUR ORDER AND BILLING INFORMATION, ref DRT 1 KF6K
081724 -         ..
081725 -    6.  Product Name:  Trend MicroInternet Security 2007 - 1yr -
081726 -        Download, ref DRT 1 WF6N
081728 -         ..
081729 -    7.  Serial Number: PHEF-0014-2843-6481-4333, ref DRT 1 UF7G
081731 -         ..
081732 -    8.  Customer Number: 46335806
081733 -        Order Number: 124157805
081734 -        Order Date: 24-DEC-06, ref DRT 1 LG7J
081735 -
081736 -         [On 070103 installation of this order failed; Trend Micro
081737 -         provided another Pccillin download, ref SDS 8 1T9L, that also
081738 -         failed. ref SDS 8 IX4J
081740 -         ..
081741 -    9.  PLEASE LOOK FOR THE FOLLOWING IN YOUR CREDIT CARD STATEMENT DR
081742 -        *Trend Micro, Inc.*Driv, ref DRT 1 WG7O
081744 -         ..
081745 -   10.  Product Name
081746 -
081747 -        PC-cillin Internet Security 2007, ref DRT 1 SG8I
081749 -         ..
081750 -   11.  Qty Ordered:
081751 -
081752 -        1
081754 -         ..
081755 -   12.  Platform
081756 -
081757 -        Windows 2000/XP
081759 -         ..
081760 -   13.  Delivery Method
081761 -
081762 -        Digital River
081764 -         ..
081765 -   14.  Price
081766 -
081767 -        $49.95
081769 -         ..
081770 -        Subtotal:  $49.95
081772 -         ..
081773 -        Total:     $49.95
081775 -         ..
081776 -   15.  If you ordered new software and have not yet downloaded it,
081777 -        please refer to the content below. ref DRT 1 JH5H
081779 -         ..
081780 -   16.  QUESTIONS REGARDING DOWNLOAD,TECHNICAL SUPPORT & BILLING,
081781 -        ref DRT 1 OH5L
081783 -         ..
081784 -   17.  To perform an HTTP download, follow these instructions:
081785 -
081786 -        1.  Go to www.digitalriver.com/trendmicro/cs
081787 -
081788 -        2.  Use the Quick Order Lookup feature in the upper right of
081789 -            the page
081791 -             ..
081792 -        3.  Enter your Order Number, Password, and click FIND.
081794 -             ..
081795 -        4.  When your order is found, click Begin HTTP Download
081796 -            (NOTE:If hitting the http button does not work, try right
081797 -            clicking on the button and choosing the option 'save target
081798 -            as')
081800 -             ..
081801 -        5.  If you are presented with an option to either "Open file
081802 -            from current location" or "Save to disk", please choose
081803 -            "Save to disk".
081805 -             ..
081806 -        6.  You will then be prompted to choose a location to save the
081807 -            file to.  We recommend saving the file to your desktop.
081809 -         ..
081810 -   18.  You may reinitiate your download as many times as necessary in
081811 -        order to obtain a complete download.
081813 -         ..
081814 -   19.  If your browser crashes or you get an HTML file called
081815 -        ec_MAIN.html, please follow steps 1 -6 above to find your
081816 -        order, then:
081817 -
081818 -        A.  When you are at your order, place the cursor over the 'http
081819 -            download' button then right-click and select "Save
081820 -            Target/Link As" or
081822 -             ..
081823 -        B.  When you are at your order, place the cursor over the 'http
081824 -            download' button then right-click and select "Open in new
081825 -            window"
081827 -         ..
081828 -   20.  For technical support with Trend Micro products, please contact Trend Micro
081829 -        at:
081830 -
081831 -           http://www.trendmicro.com/support/consumer
081832 -
081833 -        ...or
081834 -
081835 -           http://www.trendmicro.com/en/support/contact.htm
081837 -         ..
081838 -   21.  For billing questions and additional assistance with your order, please go to:
081839 -
081840 -           http://www.digitalriver.com/trendmicro/cs
081841 -
081842 -        ...or click here...
081843 -
081844 -           http://www.digitalriver.com/dr/cs/ec_MAIN.Entry11?SP=10107&PN=1&xid=16269
081846 -  ..
081847 - Download operation failed.
081848 -
081849 -         [On 070103 Trend Micro provided another Pccillin download,
081850 -         ref SDS 8 1T9L, that also failed. ref SDS 8 IX4J
081851 -
081852 -
081853 -
081854 -
081855 -
081856 -
081857 -
081858 -
0819 -