CONTACTS 
0201 - MBNA - Maryland Bank, NA             800 441 9977
020101 - Wilmington, DE
020102 - Ms. Louisa Bell; Customer Advocate  =800 634 2927
020103 - Proof Department  =800 421 2110
0202 - CDW Computer Centers                 312 498 4426
020201 - Mr. Jerry Griffith; Account Manager =847 371 8827
020202 - jerrgri@cdw.com
020203 - Sales Department =800 800 4239

SUBJECTS
Omnibook 1450 650 MHz, 000502
RMA# 1797954; Return Omnibook 4150, Account 000502
CDW Fails Honor RMA Defective HP Notebook Computer on MBNA Account
MBNA Credit - 4195 89

0806 -    ..
0807 - Summary/Objective
0808 -
080801 - Follow up ref SDS 24 0000, ref SDS 23 0000.
080802 -
080803 - MBNA called and represented having obtained concurrance from CDW to
080804 - effect resolution of the CDW's false claim, and MBNA's failure to
080805 - follow customer instructions.  MBNA requested that Welch call a number
080806 - at CDW to conclude the transaction.  CDW was called at the number
080807 - provided by MBNA, but the department and person MBNA referenced in its
080808 - instructions was not at the number MBNA provided.  After several
080809 - attempts to place a call in the manner MBNA requested, MBNA was called
080810 - for further assistance.  MBNA failed to provide assistance on the
080811 - grounds that their representative who called with the instructions was
080812 - not available, and neither she nor a supervisor could be contacted to
080813 - take further action.  MBNA indicated they would make futher attempts
080814 - to resolve this matter. ref SDS 0 6V8K
080815 -
080816 -     [On 000927 received call from MBNA saying they have made further
080817 -     contact with CDW. ref SDS 26 4J7I
080818 -
080819 -
080820 -
080821 -  ..
0809 -
0810 -
0811 - Discussion
0812 -
081201 - CDW's Charge of $4,449.60 for Defective Marchandise is Not Approved
081202 -
081203 - A woman called and it sounded like she said her name is Kelly.  She
081204 - did not give a last name.
081205 -
081206 - This could have been Kim Matteson, since Ken Viadya said on 000919
081207 - that he planned to have Kim follow up on this matter.
081208 -
081209 - The woman (Kim or Kelly) advised that MBNA has not received our
081210 - letter, ref DIP 4 0001, that affirms prior notice to MBNA that the
081211 - charge by CDW of $4,449.60 is not approved, and was never approved,
081212 - ref SDS 0 EP6H, and that MBNA's letter on 000808 is defective in not
081213 - disclosing the basis for MBNA's deadline on 000821, ref SDS 0 DR8J,
081214 - for concealing the actual deadline of 000901, ref SDS 0 QR4F, and for
081215 - not giving the customer sufficient time to respond. ref SDS 24 7S9L
081216 -
081217 - The bottom line issue is who controls charges to the customer's
081218 - account:  the customer or a vendor who makes false claims.
081219 - ..
081220 - Kim said she talked to Chris at CDW today in Customer Services
081221 - and he indicated CDW would take care of the matter, if the customer
081222 - calls.
081223 -
081224 - Kim said she called...
081225 -
081226 -
081227 -                        800 800 4239
081228 -
081229 -
081230 - ...and selected option #6 for Customer Service, and got Chris.  Kim
081231 - said that if I call Customer Service and ask for Chris, CDW will take
081232 - care of this.
081233 -
081234 - I affirmed instructions to MBNA in the call with Ken on 000919 that
081235 - the charge by CDW is incorrect, ref SDS 24 EP6H, and, also, set out in
081236 - our letter to MBNA. ref DIP 4 009J  I mentioned having notified CDW
081237 - several times and gotten letters from CDW that this matter is being
081238 - resolved, most recently was on 000919, ref SDS 24 PN8H, but CDW has
081239 - failed to take appropriate action.  Therefore, Welch has met the
081240 - burden of notice to CDW.  As a courtesy to MBNA I will call CDW again,
081241 - per Kim's request and attempt to resolve this matter expeditiously.
081242 -
081243 -     [On 000927 received call from MBNA saying they have made further
081244 -     contact with CDW. ref SDS 26 4J7I
081245 -
081246 -     [On 001206 MBNA reports correcting improper charge by CDW.
081247 -     ref SDS 27 UJ6M
081248 -
081249 -     [On 010103 MBNA reports it will not correct improper charge by
081250 -     CDW. ref SDS 28 0001
081251 -
081252 -
081253 -  ..
0813 -
0814 -
0815 - 1520 called CDW
0816 -
081601 - Selected choice #6 for Customer Services.
081602 -
081603 - Talked to Heather.
081604 -
081605 - She is in sales, rather than customer services, so she transferred my
081606 - call.
081607 -
081608 - The line went dead after about 10 minutes on hold.
081609 -
081610 -
081611 -
0817 -
0818 -
0819 - 1534 called back
0820 -
082001 - Talked to Ryan.
082002 -
082003 - Explained problem with prior call.
082004 -
082005 - Ryan said he is also in sales.
082006 -
082007 - I asked why selection 6 for Customer Service gets sales?
082008 -
082009 - Ryan said CDW has arranged its phone system so that calls for customer
082010 - service are initially taken by the sales department, because often the
082011 - problem can be solved by selling the customer more products.
082012 -
082013 - Ryan reviewed the record on the Welch and said he feels this needs to
082014 - handled by Customer Service.
082015 -
082016 - Ryan said he would transfer the call to the operator.  He said when
082017 - the operator comes on the line to ask for Customer Service and not
082018 - sales.
082019 -
082020 - I asked Ryan if he could stay on the line, to make sure we get the
082021 - connection he is attempting, so if it fails, as the last effort did
082022 - by Heather, he can take immediate action to fix the problem.
082023 -
082024 - Ryan said CDW's phone system does not permit this procedure.  He
082025 - feels the transfer should work this time.
082026 -
082027 -
0821 -
0822 -
0823 - 1537
0824 -
082401 -
082402 - On hold again listening to sales recording over and over again.
082403 -
082404 - After about 12 mintues, the phone went dead, like the prior call to
082405 - Heather at CDW.
082406 -
082407 -
082408 -
0825 -
0826 -
0827 - 1548 Called MBNA to get help with call to CDW
0828 -
082801 - Talked to Mark Remick
082802 -
082803 - Advised I need the name of the person who called earlier today to find
082804 - out how she contacted Chris in Customer Service at CDW, per above.
082805 - ref SDS 0 4W92  Was it Kelly or Kim Matteson?
082806 -
082807 - Explained difficulty contacting CDW Customer Services, per above.
082808 - ref SDS 0 ZH5H
082809 -
082810 - He said there is a report in MBNA's system showing the call to Welch,
082811 - but it does not show the name of the person who called, only initials,
082812 - and he cannot figure out who called us based on that information.
082813 -
082814 - I asked Mark if MBNA's record shows how MBNA contacted Chris in
082815 - Customer Service at CDW, per MBNA's report at 1516? ref SDS 0 4W92
082816 - Advised, that in light of difficulties encountered attempting to
082817 - follow MBNA's instruction, ref SDS 0 ZH5H, MBNA should make a
082818 - conference call to CDW with Welch, make the contact with Chris in
082819 - Customer Service, and then the matter can be resolved, per MBNA's
082820 - report at 1516.
082821 -
082822 - Mark said MBNA's record does not show enough information for him to
082823 - help on this matter.  Their record shows Welch was called and told he
082824 - could resolve the matter by calling CDW Customer Service, but does not
082825 - show the number called, who was contacted nor what was agreed in the
082826 - discussion between MBNA and CDW.
082827 -
082828 - Mark asked me to hold while he tries to find out who at MBNA called
082829 - CDW so that person can follow up.
082830 -
082831 -
082832 -
082833 -
0829 -
0830 -
0831 - 1556
0832 -
083201 - Mark came back online and said he has to do more research to find a
083202 - supervisor who has authority to determine who called me based on the
083203 - initials in MBNA's computer.
083204 -
083205 - Mark said either he or someone else will call later today.
083206 -
083207 -
0833 -
0834 -
0835 - 1952 Mark called back
0836 -
083601 - He said he has been unable to contact the person who called earlier
083602 - today, but he is still trying.
083603 -
083604 - Mark will notify his supervisor that the contact MBNA made earlier
083605 - today turned out not to be available for Welch, per above.
083606 - ..
083607 - Mark said there is a problem with the Welch record.  He feels
083608 - there should be enough information in MBNA's record to enable him to
083609 - help the customer, but something is missing.
083610 -
083611 - He said MBNA will follow up.
083612 -
083613 -     [On 000925 Mark called back. ref SDS 25 0001
083614 -
083615 -     [On 000927 received call from MBNA saying they have made further
083616 -     contact with CDW. ref SDS 26 4J7I
083617 -
083618 -
083619 -
083620 -
083621 -
083622 -
083623 -