CONTACTS 
0201 - Pac Bell IS, Custmr Srvcs          415 955 9175
020101 - Ms. June Heinze; Manager of Customer Services =510 275 1683, fax
020102 - Customer Service  800 675 9005  or outside CA 800 989 9005

SUBJECTS
Business Systems, Pac Bell
Message Service, Problems
Dispute Resolution

0505 -    ..
0506 - Summary/Objective
0507 -
050701 - Followed up work at ref SDS 1 line 40, and our letter ref DIP 1 line
050702 - 30 confirming understandings, and making claim to compensate for the
050703 - impact of this problem.
050704 -
050705 - June Heinze called to make interim response.  She will investigate
050706 - and respond in detail within 10 day, to reach equitable solution.
050707 -
050708 - Scheduled follow up for 950414.
050709 -
050710 -
0508 -
0509 -
0510 - Discussion
0511 -
051101 - June said she is calling to discuss our claim letter, ref DIP 1 line
051102 - 28. I asked her to give me a second to get the letter.  I called a
051103 - Doc Log report of Issued, Pending Response, and made this follow up
051104 - task.
051105 -
051106 - June asked about the line numbers in the SDS record.  I explained
051107 - they enable people to identify particular parts of the record, and
051108 - are support citations with the computer program that captures and
051109 - reports the record.
051110 -
051111 - She asked about the numbers under References.  I explained they list
051112 - the chronology of prior related events that led up the report she
051113 - has.
051114 -
051115 - June said she has never received a detailed report of this kind, and
051116 - asked how long it takes to create it?  I explained it is created
051117 - while talking to people, so it takes as long as any particular matter
051118 - requires.  But then it saves a lot of time by enabling people to
051119 - understand later on what is usually a complicated set of facts.
051120 -
051121 - She feels this methodology could be helpful to Pac Bell, because it
051122 - helps her understand the chronology of what happened, what was tried,
051123 - and who was involved.
051124 -
051125 - She will investigate our report with those involved, and propose an
051126 - equitable solution.  I asked her to call if she has any further
051127 - questions about how to interpret the record.
051128 -
051129 - June expects to respond within 10 days.
051130 -
051131 -    [Scheduled follow up for 950414.]
051132 -
051133 -