CONTACTS 
0201 - Trend Micro, Inc.
020101 - Ms. Elena (Len) Quitoriano; Customer Support Representative
020103 - Consumer Support Team

SUBJECTS
Antivirus Pc-cillin Trend Micro Internet Security 2004 Virus Protect

3903 -
3903 -    ..
3904 - Summary/Objective
3905 -
390501 - Follow up ref SDS 6 0000. ref SDS 2 0000.
390502 -
390503 - This task wound up taking the entire day, including collateral work
390504 - to activate Windows 7 64-bit installed on c16.
390505 -
390506 -
390507 -
390509 -  ..
3906 -
3907 -
3908 - Background...
3909 -
390901 - On 080219 0847 Millie received a letter from Trend Micro that said
390902 - Millie had "opted-in" for automatic renewal that authorized Trend
390903 - Micro to charge Millie's bank account for transactions without
390904 - independent and affirmative approval of each transaction. ref SDS 4
390905 - LV64
390907 -  ..
390908 - On 080219 0847 at 1411 called and notified Trend Micro under
390909 - Case number:  1-130750677 that Millie does not approve the
390910 - "automatic renewal" procedure which was presented in Trend
390911 - Micro's letter. ref SDS 4 4E6K
390913 -  ..
390914 - On 080219 0847 at 1423 Trend Micro notified Millie that Trend
390915 - Micro's mistake showing Millie approved "automatic renewal" was
390916 - corrected, and Trend Micro would not automatic renew nor charge
390917 - Millie for future transactions. ref SDS 4 4F4H
390919 -  ..
390920 - On 080219 0847 at 1423 Trend Micro promised to send a letter
390921 - confirming the status of Millie's account was changed to show
390922 - that she did not approve "automatic renewal." ref SDS 4 JO5L
390924 -  ..
390925 - On 080225 1122 Trend Micro entered a transaction obligating
390926 - Millie for automatic upgrades of Pccillin software, which was
390927 - not authorized by Millie. ref SDS 5 7T6F
390929 -  ..
390930 - On 0800225 1122 Millie sent a letter to Trend Micro correcting
390931 - the record. ref SDS 5 MY3J
390933 -  ..
390934 - Contacting Trend Micro is listed in the record on 080219.
390935 - ref SDS 4 HF9J
390937 -  ..
390938 - On 100218 1521 report rceived letter dated 100208 from Trend Micro
390939 - notifying that Trend Micro would "autmatically update" Pcccillin virus
390940 - protection software. ref SDS 0 P56P
390942 -  ..
390943 - On 100218 1521 rceived letter dated 100218 that Trend Micro had
390944 - "automatically updated" Pccillin program. ref SDS 0 4Q85
390946 -  ..
390947 - On 100218 1521 at 1533 called Trend Micro and talked to Paul who
390948 - provided assistance downloading Pccillin software for 1020.
390949 - ref SDS 0 YZ6O  After installation, could not access the Internet.
390950 - ref SDS 0 PZ8R
390951 -
390952 -
390954 -  ..
3910 -
3911 -
3912 - Progress
3913 -
391301 - A week or so ago, Millie received the following letter...
391302 -
391303 -    1.  Subject: Subscription expiration reminder
391304 -        Date: Mon, 8 Feb 2010 01:12:01 -0600 (CST)
391311 -         ..
391312 -    2.  This is a reminder that your subscription to "1yr Renewal -
391313 -        Internet Security" will expire on 02/23/2010 and is scheduled
391314 -        to renew automatically 5 days prior to expiration.  Automatic
391315 -        renewal is a convenient way to make sure your computer,
391316 -        personal data and financial information always stay protected
391317 -        from viruses, spyware, and a host of other threats.
391319 -  ..
391320 - Trend Micro's notice of "renew automatically" conflicts with the
391321 - record on 080219 showing that Trend Micro made a mistake registering
391322 - Millie for automatic renewal. ref SDS 4 4E6K
391324 -  ..
391325 - At that time, Trend Micro notified Millie that Trend Micro corrected
391326 - this mistake by removing Millie from "automatic renewal." ref SDS 4
391327 - 4F4H
391329 -  ..
391330 - On 0800225 1122 Millie sent a letter to Trend Micro confirming that
391331 - she did not approve "automatic renewal. ref SDS 5 MY3J
391333 -  ..
391334 - Trend Micro's letter on 100218 continues...
391335 -
391336 -    3.  To enjoy another year of Trend Micro's comprehensive
391337 -        protection, *you don't have to do a thing*.
391339 -         ..
391340 -    4.  All users who continue in the Automatic Renewal Program receive
391341 -        a _10% discount_ off the regular renewal price*.  Think of it
391342 -        as our way of saying, "Thank you," for your trust in us and our
391343 -        products.
391345 -         ..
391346 -    5.  Upon successful renewal, you will receive a confirmation email.
391348 -         ..
391349 -    6.  Should you wish to cancel the Automatic Renewal Program, simply
391350 -        _click here
391351 -
391352 -            http://store.trendmicro.com/store/tmamer/en_US/DisplayContactFormPage>_
391354 -         ..
391355 -        to submit your request online by following the instructions
391356 -        below:
391357 -
391358 -           1. Enter your last order ID: 6716448100
391359 -           2. Enter your email address:
391361 -           3. Select "Cancel Auto-Renew" in the drop down box
391362 -           4. Click the "Send" button to submit the request
391364 -         ..
391365 -    7.  Remember, if your subscription lapses, *your PC and sensitive
391366 -        personal information may be exposed to the latest **security
391367 -        threats**.* Otherwise, simply *do nothing and stay protected*.
391369 -         ..
391370 -    8.  Sincerely,
391371 -
391372 -        Your Trend Micro Team
391373 -
391374 -           •
391375 -              Trend Micro Internet Security: $49.95 $44.95
391376 -              Trend Micro Internet Security Pro: $69.95 $62.95
391377 -              Trend Micro AntiVirus plus AntiSpyware: $39.95 $35.95
391378 -
391379 -
391380 -
3914 -

SUBJECTS
Pccillin Purchase Virus Protection 1-year Subscription Trend Micro O

6403 -
640401 -  ..
640402 - Pccillin Virus Protection 3-computer Subscription Automatic Renewal
640403 - Automatic Renewal Pccillin Virus Protection 3-computer Subscription
640404 - Trend Micro Pccillin Virus Protection Subscription Automatic Renewal
640405 -
640406 - Follow up ref SDS 4 02A5. ref SDS 4 LV6L.
640407 -
640408 - Today, Millie received the following letter...
640409 -
640410 -    1.  Subject: Subscription Renewal
640411 -        Date: Thu, 18 Feb 2010 02:11:57 -0600 (CST)
640412 -        From: trendmicro.cs@digitalriver.com
640418 -         ..
640419 -    2.  Thank you for renewing your subscription. The following email
640420 -        is a summary of your order.
640422 -         ..
640423 -    3.  Please use this as your proof of purchase. If you paid by
640424 -        credit card, please look for DRI*Trend Micro on your credit
640425 -        card billing statement.
640427 -         ..
640428 -    4.  ORDER INFORMATION
640429 -
640430 -        Order Number:
640432 -         ..
640433 -        Order Date: February 18, 2010
640434 -
640435 -            [...below, downloaded Pccillin virus protection software
640436 -            from Trend Micro to install on c14, c15, and c16, for
640437 -            Windows XP 32-bit operating systems. ref SDS 0 YZ6O
640438 -
640439 -            [On 100219 0811 license to use Pccillin virus protection
640440 -            purchased today only pays to install the program on 3
640441 -            computers; had to purchase another license to install
640442 -            Pccillin for Windows 7 32-bit and Windows 7 64-bit on c16.
640443 -            ref SDS 7 O55L; had to buy a second license to install
640444 -            pccillin.exe virus protection on c16 for Windows 7 32-bit
640445 -            operating system, because this considered another computer,
640446 -            ref SDS 7 6N4I; placed another order, ref SDS 7 C53I, and
640447 -            got another serial number product key. ref SDS 7 IG5I
640449 -         ..
640450 -    5.  SERIAL NUMBER
640451 -
640452 -        For 1yr Renewal - Internet Security:
640454 -  ..
640455 - Serial number shown in the product under "Other Settings &
640456 - Subscription....
640457 -
640460 -  ..
640461 - This is the same number from the prior program update reported on
640462 - 080219. ref SDS 4 LV9V
640464 -  ..
640465 - Trend Micro letter dated 100218 continues...
640466 -
640467 -    6.  If you have purchased a renewal of your software from a prior
640468 -        year, please be aware that you will not be given a serial
640469 -        number at the time of your renewal.  If you are prompted for a
640470 -        serial number to register your product, please use the serial
640471 -        number you were provided in your previous purchase.
640473 -         ..
640474 -    7.  BILLING INFORMATION
640482 -         ..
640483 -        Product Name........................ 1yr Renewal - Internet Security
640484 -        Qty Ordered......................... 1
640485 -        Amount.............................. $44.95
640486 -        Order Discount......................
640487 -        Tax................................. $0.00
640488 -        Total............................... $44.95
640489 -
640490 -            [On 100219 0811 license to use Pccillin virus protection
640491 -            purchased today only pays to install the program on 3
640492 -            computers; had to purchase another license to install
640493 -            Pccillin for Windows 7 32-bit and Windows 7 64-bit on c16.
640494 -            ref SDS 7 O55L; placed another order. ref SDS 7 C53I
640496 -         ..
640497 -    8.  Additional Product Information:
640498 -
640499 -              1yr Renewal - Internet Security
640501 -         ..
640502 -    9.  Thank you for purchasing Trend Micro™ Internet Security.
640504 -         ..
640505 -   10.  Setting up your new product should be quick and easy.  Below
640506 -        are instructions to help make your installation experience as
640507 -        smooth as possible.  To Download & Install Trend Micro Internet
640508 -        Security:
640509 -
640510 -        1.  Begin your download process by going to the
640511 -            Find My Order page...
640513 -               ..
640514 -              https://www.findmyorder.com
640516 -             ..
640517 -        2.  At the *Find My Order* page, enter your *Order Number* and
640518 -            *Password* then click the *Find* button (you can find your
640519 -            Order Number and Password earlier in this email under the
640520 -            "Order Information" section).
640521 -
640523 -             ..
640524 -        3.  When prompted, select * Save * and save the file to your *
640525 -            Desktop. *
640527 -             ..
640528 -        4.  When the download is complete, double-click the file icon
640529 -            on your desktop.
640531 -             ..
640532 -        5.  Follow the onscreen instructions that appear as your
640533 -            installer completes the product set-up.
640535 -         ..
640536 -   11.  Important Note:
640538 -         ..
640539 -        The Trend Micro product that you have just purchased is a
640540 -        32-bit file. If you are running a 64-bit Windows Operating
640541 -        System, you need to download the 64-bit version from here:
640542 -        Trend Micro Internet Security - 64-bit version
640543 -
640544 -              http://store.trendmicro.com/store/tmamer/Content/pbPage.64bit_IS_17
640546 -         ..
640547 -        In case you don't know which version you need, this link also
640548 -        includes instructions for determining which Operating System
640549 -        you are using.  If you have purchased a Backup CD, please note
640550 -        that it only includes the 32-bit version of your product.
640552 -         ..
640553 -   12.  To Activate Your Trend Micro Account:
640555 -         ..
640556 -   13.  After installation, you will be prompted to activate your
640557 -        software.  If you have never used a Trend Micro product in the
640558 -        past then please choose the *Create A New Account* option.  If
640559 -        you have installed Trend Micro products in the past, then you
640560 -        already have an account. In this case, please choose the *Sign
640561 -        Into Your Trend Micro Account* option and log in with the same
640562 -        email address and password you have used in the past.
640563 -
640565 -         ..
640566 -   14.  To Install Your Product On Additional Computers:
640567 -
640568 -        This product can be installed on up to 3 computers. To install
640569 -        your product on a 2nd or 3rd PC, download the installer file to
640570 -        the destination PC, install the product, and then provide a
640571 -        unique description name for each computer.
640572 -
640573 -
640574 -
6406 -

SUBJECTS
Default Null Subject Account for Blank Record

A003 -
A00401 -  ..
A00402 - Automatic Renew Pccillin Charge Customer Bank Account Fraudulent
A00403 - Pccillin Automatic Renew Fraudulent Charge Customer Bank Account
A00404 - Fraudulent Automatic Renew Pccillin Charge Customer Bank Account
A00405 - Trend Micro Fraudulent Automatic Renew Pccillin Charge Bank Account
A00406 -
A00407 - Follow up ref SDS 4 LV64.
A00408 -
A00409 -   15.  Auto Renew Information:
A00411 -         ..
A00412 -   16.  You are registered for automatic renewal of Trend Micro
A00413 -        Internet Security.  Trend Micro will notify you via email
A00414 -        before your subscription is automatically renewed.  To learn
A00415 -        more about Auto-Renew or to cancel automatic renewal go to the
A00416 -        Auto Renew FAQ Page.
A00417 -
A00418 -              http://store.digitalriver.com/servlet/ControllerServlet?Action=DisplayAutoRenewInformationPage&Locale=en_US&SiteID=tmamer
A00420 -         ..
A00421 -   17.  SUPPORT INFORMATION
A00422 -
A00423 -        Please note, this e-mail message was sent from a
A00424 -        notification-only address that cannot accept incoming e-mail.
A00425 -        Please do not reply to this message.
A00427 -         ..
A00428 -   18.  For Assistance with:
A00429 -
A00430 -   19.  # Installation
A00431 -        # Uninstallation
A00432 -        # Use of your product
A00434 -         ..
A00435 -   20.  Please contact Technical Support
A00436 -
A00437 -              http://esupport.trendmicro.com
A00439 -         ..
A00440 -        For technical assistance, Trend Micro has created a website
A00441 -        including support articles, live chat and Toll Free, North
A00442 -        American phone support (weekdays from 5am to 5pm, PST).
A00444 -         ..
A00445 -   21.  For billing questions or additional assistance with your order,
A00446 -        please contact Digital River at Customer Service
A00447 -
A00448 -              http://store.digitalriver.com/store/tmamer/DisplayHelpPage>.
A00450 -         ..
A00451 -   22.  Sincerely,
A00452 -
A00453 -        Trend Micro Customer Service
A00454 -
A00455 -
A00456 -
A00457 -
A005 -

SUBJECTS
Pccillin Trend Micro Virus Protection Software Download Failed Calle

AT03 -
AT0401 -  ..
AT0402 - Pccillin Trend Micro Virus Protection Software Download Failed
AT0403 - Pccillin Failed Download Trend Micro Virus Protection Software
AT0404 -
AT0405 - Follow up ref SDS 4 02A5, ref SDS 3 PN43.
AT0406 -
AT0407 - Tried instructions several times, in Trend Micro letter, per above.
AT0408 - ref SDS 0 RY5R
AT0410 -  ..
AT0411 - Instructions and implementation failed, similar to experience reported
AT0412 - on 070103 1323. ref SDS 2 CX5H
AT0413 -
AT0415 -  ..
AT05 -
AT06 -
AT07 - 1533
AT08 -
AT0801 - Called Trend Micro and talked to Paul.
AT0802 -
AT0803 - Paul explained how to download Pccillin software by implementing
AT0804 - flawed instructions in Trend Micro's letter received today, per above.
AT0805 - ref SDS 0 RY5R
AT0807 -  ..
AT0808 - There are two versions of Pccillin installation software.
AT0810 -  ..
AT0811 - Pccillin software, published this year 2010, for virus protection is
AT0812 - stored in...
AT0813 -
AT0814 -              g: 00 pccillin cd2010 tis_download_sp_32bit.exe
AT0815 -              g: 00 pccillin cd2010 tis_download_sp_64bit.exe
AT0817 -  ..
AT0818 - Running the installation program creates the following directories for
AT0819 - configuring Pccillin to run on a Microsoft Windows 32-bit operating
AT0820 - system...
AT0821 -
AT0822 -              G:\00\pccillin\cd2010\TIS_Download_SP_32bit\Setup
AT0823 -              G:\00\pccillin\cd2010\TIS_Download_SP_32bit\Tools\32bit
AT0825 -  ..
AT0826 - This 32-bit pccillin software program can be installed for Windows XP
AT0827 - 32-bit operating system on c14, c15, and c16.   Serial number product
AT0828 - key for c14, c15, and c16 is listed above. ref SDS 0 QU4L
AT0830 -  ..
AT0831 - Pccillin 32-bit program can also be installed on Windows 7 32-bit
AT0832 - operating system for c16, but requires a different product key.
AT0833 -
AT0834 -            [On 100219 0811 license to use Pccillin virus protection
AT0835 -            purchased today only pays to install the program on 3
AT0836 -            computers; had to purchase another license to install
AT0837 -            Pccillin for Windows 7 32-bit and Windows 7 64-bit on c16.
AT0838 -            ref SDS 7 O55L; had to buy a second license to install
AT0839 -            pccillin.exe virus protection on c16 for Windows 7 32-bit
AT0840 -            operating system, because this considered another computer,
AT0841 -            ref SDS 7 6N4I; placed another order, ref SDS 7 C53I, and
AT0842 -            got another serial number product key. ref SDS 7 IG5I
AT0844 -  ..
AT0845 - Running the installation program creates the following directories for
AT0846 - configuring Pccillin to run on a Microsoft Windows 64-bit operating
AT0847 - system...
AT0848 -
AT0849 -              G:\00\pccillin\cd2010\TIS_Download_SP_64bit\Setup
AT0850 -              G:\00\pccillin\cd2010\TIS_Download_SP_64bit\Tools\64bit
AT0852 -             ..
AT0853 -            [On 100219 0811 license to use Pccillin virus protection on
AT0854 -            c16 for Windows 7 64-bit operating system required buying
AT0855 -            another license, ref SDS 7 O55L, installed program with the
AT0856 -            same serial number product key used for Windows 7 32-bit
AT0857 -            operating system. ref SDS 7 TV3J
AT0858 -
AT0859 -
AT0861 -  ..
AT09 -
AT10 -
AT11 - 2102
AT12 -
AT1201 - Internet Access Failed After Installing Pccillin 2010 New Version
AT1202 -
AT1203 - After downloading software and installing the new version of Pccillin,
AT1204 - could not access the Internet.
AT1206 -  ..
AT1207 - There were similar problems installing the prior software update,
AT1208 - reported on 070103 1323. ref SDS 2 PQXY
AT1210 -  ..
AT1211 - Tried disconnecting the Firewall.  Tried turnning off Pccillin.exe.
AT1213 -  ..
AT1214 - Could not access the Internet.
AT1215 -
AT1216 -        [On 100219 0811 called Trend Micro customer support and took 4
AT1217 -        - 6 hours to finally get Pccillin working, and restore access
AT1218 -        to the Internet. ref SDS 7 Z76O
AT1219 -
AT1220 -
AT1221 -
AT1222 -
AT1223 -
AT1224 -
AT1225 -
AT1226 -
AT1227 -
AT13 -