CONTACTS 
0201 - Pacific Bell Network Services
020101 - Ms. Evelyn Bannon; Technical Advisor
020103 - DSL Help Desk
0202 - Network Associates, Inc.
020201 - Mr. NFN NLN
020202 - McAfee Technical Support
020203 - Customer Service

SUBJECTS
Pac Bell Case Number 31835126 Case Number Error in Billing for Repairs
Invoice Error for McAfee Priority Support 030814 25 Minutes $75.96 Char
$75.96 Charged to Telephone 925 680 8947 Invoice Error for Technical Su
Invoice Error for McAfee Priority Support 030814 25 Minutes $75.96 Char

0706 -
0706 -    ..
0707 - Summary/Objective
0708 -
070801 - Follow up ref SDS 16 0000. ref SDS 15 VX9G.
070802 -
070803 - The billing for period ending 031005 on the Discover account used for
070804 - purchasing the virus definition upgrade on 030919, ref SDS 14 BS7H,
070805 - shows the following....
070806 -
070807 -             DR McAfee.com US 952 646 5221 MN........... $14.95
070808 -             20022366074
070810 -  ..
070811 - Called.................... 952 646 5221
070812 -
070813 - ...to follow up report to McAfee on 031015. ref SDS 15 0204
070815 -  ..
070816 - Talked to....
070817 -
070818 -                          John 5958
070820 -  ..
070821 - We reviewed the record showing McAfee's technical support services
070822 - rendered on 030814 do not justify the charge of $76 claimed by McAfee
070823 - through SBC's invoice for 900 calling services, reported on 031015.
070824 - ref SDS 15 VX9G
070826 -  ..
070827 - McAfee was contacted on 030814 solely for assistance to correct a
070828 - problem with McAfee online sales system that prevented purchasing
070829 - virus definitions.  Charges for assistance to purchase McAfee products
070830 - should be included with the cost of the product purchased, rather than
070831 - billed separately, as occurred in this case.
070833 -  ..
070834 - Support provided by McAfee was ineffective, as reported on 030814.
070835 - ref SDS 9 U36N  The only support McAfee provided on 030814 was to
070836 - suggest accessing McAfee online purchase website through an Internet
070837 - address rather than directly through the McAfee software, i.e., McAfee
070838 - provided an alternate path on the Internet to same location that was
070839 - causing the problem, and this alternate path did not solve the
070840 - problem. ref SDS 9 R040  Thus, no effective service was rendered.
070842 -  ..
070843 - At most this was a 5 minute solution, and so does not justify a charge
070844 - for 25 minutes in the amount of $76.  The level of effort expended by
070845 - McAfee is shown by the letter from McAfee's engineer confirming what
070846 - guidance and assistance was provided on 030814. ref SDS 9 UY4M
070848 -  ..
070849 - Since this advice was unsuccessful, as shown on 030814, charges should
070850 - be withdrawn. ref SDS 9 U36N
070852 -  ..
070853 - John asked if the transaction to purchase virus definitons was ever
070854 - concluded?
070856 -  ..
070857 - This was done on 030919, as shown by the Discover invoice cited above
070858 - that listed the telephone number call for this matter. ref SDS 0 0001
070859 -
070860 -       [On 031020 Jason at McAfee processing the claim. ref SDS 17 0001
070861 -
070862 -
070864 -      ..
070865 -     Case Number KMM13367489V48949L0KM
070866 -
070867 -
070868 - John said the transaction number on this call is the order number on
070869 - the invoice.....
070870 -
070871 -                          924147525
070872 -
070873 - ...as shown on 030919. ref SDS 14 DT7J
070874 -
070875 -      John's letter received below lists an "escalation" number...
070876 -
070877 -                        KMM13367489V48949L0KM
070878 -
070879 -       ...as shown below. ref SDS 0 PC5O
070881 -  ..
070882 - John said someone from McAfee will contact the customer about this
070883 - matter.
070884 -
070885 -       [On 031020 Jason at McAfee processing the claim. ref SDS 17 0001
070886 -
070887 -
070888 -
070889 -
070891 -  ..
0709 -
0710 -
0711 - 1218
0712 -
071201 - Received letter from John confirming case number and reporting action
071202 - taken....
071203 -
071204 -    1.  Subject: Technical Support Charge Escalation (KMM13367489V48949L0KM)
071205 -        Date: Sun, 19 Oct 2003 02:38:20 -0500
071206 -        From: mcAfee
071207 -        To:
071209 -         ..
071210 -    2.  Dear Rod Welch,
071212 -         ..
071213 -    3.  This is a copy of the information sent to the Technical Support Refund
071214 -        department
071215 -
071216 -             [On 031020 received call from Jason to follow up on the
071217 -             claim for refund. ref SDS 17 0001
071219 -         ..
071220 -    4.  Order Number:  924147525
071221 -        Customer Number: 917428712
071231 -         ..
071232 -    5.  Charge date for Tech: Aug 14,2003 1653 hrs 25mins
071233 -
071234 -                   Could not purchase renewal - called
071235 -                   Was sent to same site that was giving them problems.
071237 -         ..
071238 -    6.  also e-mail contact
071239 -
071240 -        Tech Rep: Mayank Bhargava mayank.bhargava@hclbpo.com
071241 -        Date Aug 14 - same instructions as phone call
071243 -         ..
071244 -    7.  Thank you for contacting the McAfee online store. If you have
071245 -        any further questions or concerns, please "reply" to this
071246 -        e-mail.
071248 -         ..
071249 -    8.  Sincerely,
071250 -
071251 -        John H.
071252 -        Customer Care Center
071253 -        mcafeecs@digitalriver.com
071254 -        http://www.mcafee.com
071255 -
071256 -
071258 -  ..
0713 -
0714 -
0715 - 1249
0716 -
071601 - Submitted following letter requesting that McAfee review the record
071602 - prior to calling to discuss the case....
071603 -
071604 -
071605 -    1.  Subject: Technical Support Charge Escalation (KMM13367489V48949L0KM)
071606 -        Date: Sun, 19 Oct 2003 12:48:53 -0700
071607 -        From: Rod Welch
071608 -        To: mcAfee
071610 -         ..
071611 -    2.  Dear John,
071612 -
071613 -        Thanks for processing the disputed charge for McAfee technical
071614 -        support, as shown in your letter below.
071616 -         ..
071617 -    3.  To expedite review and resolution, please forward the attached
071618 -        record to the people at McAfee you notified for handling this
071619 -        matter. ref SDS 0 0001
071621 -         ..
071622 -    4.  During our our call this evening, you indicated someone with
071623 -        McAfee will contact us to resolve this billing dispute.  Review
071624 -        of the record prior to calling provides background for discussing
071625 -        resolution.
071627 -         ..
071628 -    5.  Thanks again for your assistance this evening.
071630 -         ..
071631 -    6.  Rod
071632 -
071633 -            [On 031020 Jason at McAfee advised that he did not get the
071634 -            record on this claim from John, ref SDS 17 D85J, so it was
071635 -            submitted again directly to Jason. ref SDS 17 1P3G
071636 -
071637 -
071638 -
071639 -
071640 -
071641 -
071642 -
071643 -
071644 -
0717 -