CONTACTS 
0201 - Maryland Bank, NA                    800 441 9977
020101 - Ms. Cynthia Martin; Customer Advocate  =800 634 2927

SUBJECTS
Omnibook 1450 650 MHz, 000502
RMA# 1797954; Return Omnibook 4150, Account 000502
CDW Fails Honor RMA Defective HP Notebook Computer on MBNA Account

0705 -    ..
0706 - Summary/Objective
0707 -
070701 - Follow up ref SDS 18 0000, ref SDS 17 0000.
070702 -
070703 - Talked to Cynthia Martin -  800 634 2927
070704 -
070705 - She has our letter, ref DIP 2 0001 notifying MBNA that we will not pay
070706 - for ref 1353 in the amount of $4449.60, as explained in a telecon with
070707 - MBNA on 000519. ref SDS 17 4952
070708 -
070709 - Cynthia initially said she needs additional information to identify
070710 - the merchandise that was defective, and the MBNA reference number. She
070711 - plans to send us a letter with more forms to prepare.
070712 -
070713 - We reviewed the letter to MBNA.
070714 -
070715 - Cynthia found the explanation of the defective item and the MBNA
070716 - reference number in paragraph one of the letter. ref DIP 2 0001  She
070717 - also found an explantion of the problems explained in paragraph 2.
070718 - ref DIP 2 3060
070719 - ..
070720 - Cynthia wants a summary explanation of defects.
070721 -
070722 - We reviewed the record on 000508 showing discovery of defects, listing
070723 - the operating system was improperly installed, ref SDS 12 0651, and
070724 - the McAfee program was not installed. ref SDS 12 2500
070725 -
070726 - We then reviewed the record on 000509 showing more defects, the moden
070727 - was not installed; ref SDS 14 4592, the hard disk was improperly
070728 - configured. ref SDS 14 4831
070729 -
070730 - Cynthia feels this is sufficient information for her to process this
070731 - transaction.  She will cite CDW's letter, ref DRP 1 0001, received on
070732 - 000512 notifying of RMA #1797954, ref SDS 16 0001, and instructions on
070733 - returning HP Omnibook computer, and that the vendor was notified by a
070734 - letter, ref DIP 1 0001, that its instructions for returning the
070735 - defective merchandise had been performed. ref SDS 16 0001
070736 -
070737 -     [On 000818 received letter and called MBNA. ref SDS 19 0001
070738 -
070739 - Cynthia asked why we accepted a $50 shipping charge on the first Sony
070740 - notebook computer that turned out to be defective?
070741 -
070742 - I explained that the buyer is liable for the initial shipment, but
070743 - thereafter, the vendor must pay for corrections.
070744 -
070745 - Cynthia said MBNA would support recovery by the customer of the
070746 - initial shipping charges.  She said customers should not be liable for
070747 - any expense on defective merchandise.
070748 -
070749 -     [On 000818 MBNA expressed a different position. ref SDS 19 E766
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