CONTACTS 

SUBJECTS
Internet Explorer IE 7 Upgrade from IE 6 New Program Fails to Suppor

0803 -
0803 -    ..
0804 - Summary/Objective
0805 -
080501 - Follow up ref SDS 6 0000.
080502 -
080503 -
080504 -
080505 -
080507 -  ..
0806 -
0807 -
0808 - Progress
0809 -
080901 - Microsoft Responds to Notice of Defective Product
080902 - IE 7 Fails Precision Access Cannot Open Web Pages to Specified Anchors
080903 -
080904 - Follow up ref SDS 6 V13G.
080905 -
080906 - Received ref DRT 1 0001 from Shiva at Microsoft responding to the
080907 - letter, ref DIP 1 0001, submitted to Microsoft on 061202. ref SDS 6
080908 - V13G
080909 -
080910 -    1.  Thank you for contacting Microsoft Online Customer Service.
080911 -        ref DRT 1 0001
080913 -         ..
080914 -    2.  I understand from your e-mail that you are experiencing issues
080915 -        with Internet Explorer 7.  I realize your concern and will
080916 -        assist you in reaching the appropriate resource. ref DRT 1 PT5M
080918 -         ..
080919 -    3.  As a Customer Service Representative, I recommend contacting
080920 -        our Technical Support Team who will be in a better position to
080921 -        assist you. ref DRT 1 5L6L
080923 -         ..
080924 -    4.  You can contact them at: (866) 234-6020, Monday - Friday, 5:00
080925 -        A.M. - 9:00 P.M.  Pacific Time and Saturday - Sunday, 6:00 A.M.
080926 -        - 3:00 P.M.  Pacific Time. ref DRT 1 5L6N
080928 -         ..
080929 -    5.  I hope your issue is resolved soon and appreciate your patience
080930 -        in this regard. ref DRT 1 5L7K
080932 -         ..
080933 -    6.  Shiva
080934 -        msconus@microsoft.com
080935 -        Microsoft Online Customer Service Representative,
080936 -        ref DRT 1 GU7K
080938 -         ..
080939 -    7.  Post Script
080940 -
080941 -        If you have any feedback about your Online Customer Service
080942 -        experience, please e-mail my manager, Navneeth Shanmugam, at
080943 -        managers@microsoft.com, ref DRT 1 00W2
080944 -
080945 -
080946 -
080948 -  ..
0810 -
0811 -
0812 - 1150
0813 -
081301 - Called Microsoft at the number in Shiva's letter. ref SDS 0 PO3Q
081302 -
081303 - Talked to Doug [would not give last name].
081305 -  ..
081306 - Explained problem that IE 7 fails to open web pages to specified
081307 - anchor, as reported on 061202. ref SDS 6 V13G
081309 -  ..
081310 - Doug wanted to connect with a service that charges $35 per hour to
081311 - tell people how to use IE.
081313 -  ..
081314 - Explained we are reporting a defect in Microsoft products, and
081315 - requesting a correction, not requesting help using IE.
081317 -  ..
081318 - Doug transferred the call.
081319 -
081321 -  ..
0814 -
0815 -
0816 - 1159
0817 -
081701 - Talked to Gary.
081702 -
081703 - Explained the problem with IE 7, reported on 061202. ref SDS 6 V13G
081705 -  ..
081706 - Reviewed background submitting a letter, ref DIP 1 0001, to Microsoft
081707 - to report the problem on 061202. ref SDS 6 BE4N
081709 -  ..
081710 - Gary said he is not the right person.  He will investigate and
081711 - connect with the correct person.
081712 -
081714 -  ..
0818 -
0819 -
0820 - 1203
0821 -
082101 - Gary came back online.
082102 -
082103 - He suggests calling...
082104 -
082105 -              800 936 3500
082107 -               ..
082108 -              800 936 4900       Quick Assistance
082110 -  ..
082111 - Gary submitted a letter with an access code that provides support
082112 - for IE 7 using the Quick Assistance Line.
082113 -
082116 -  ..
082117 - Gary asked how he was contacted?
082119 -  ..
082120 - Reviewed the record this morning showing Shiva sent a letter yesterday
082121 - with a telephone number to call, per above. ref SDS 0 V13G
082123 -  ..
082124 - When the number was called, talked to Doug, and he then transferred
082125 - the call to Gary, per above. ref SDS 0 PP5X
082127 -  ..
082128 - Gary plans to submit a letter to the Microsoft IE support team to
082129 - investigate this problem, by forwarding the Welch letter explaining
082130 - the problem.
082131 -
082133 -  ..
0822 -
0823 -
0824 - 1313
0825 -
082501 - Submitted ref DIT 1 0001 to Gary with link to this record confirming
082502 - understandings....
082503 -
082504 -    1.  Thanks for assistance this morning.  Here is a link to the
082505 -        problem we encountered on 061202, ref DIT 1 0001, when IE 7
082506 -        failed to support precision access on the local computer.
082507 -        ref SDS 6 V13G
082508 -
082509 -             [On 061205 Microsoft Tech Support was not helpful.
082510 -             ref SDS 7 V13G
082512 -         ..
082513 -    2.  This morning, we received a response from Shiva, ref DIT 1
082514 -        196J, at Microsoft. ref SDS 0 V13G
082516 -         ..
082517 -    3.  Calling the number Shiva provided connected us with Doug,
082518 -        ref DIT 1 C96O, who in turn transferred the call to you.
082519 -        ref SDS 0 PP5X
082521 -         ..
082522 -    4.  In our call this morning, you seemed to indicate that you can
082523 -        notify Microsoft IE engineers about this problem to schedule
082524 -        corrections.  If possible, I would like to get a copy of that
082525 -        correspondence to facilitate follow up. ref DIT 1 Q97K
082527 -         ..
082528 -    5.  To learn about "precision access" scope and objectives,
082529 -        ref DIT 1 M98G, take a minute to review NWO on "intelligence
082530 -        support." ref OF 16 PX6J
082532 -         ..
082533 -    6.  Thanks again for helping on this. ref DIT 1 W98M
082534 -
082535 -
082537 -  ..
0826 -
0827 -
0828 - 1414
0829 -
082901 - Called Microsoft Quick Access, per Gary's recommendation. ref SDS 0
082902 - PQ4Y
082904 -               ..
082905 -              800 936 4900       Quick Assistance
082906 -
082907 - ...access code. ref SDS 0 QP6X
082909 -  ..
082910 - Got a recorded message with 4 options.  Tried option #4.
082911 -
082912 -
082914 -  ..
0830 -
0831 -
0832 - 1417
0833 -
083301 - Talked to Steven.
083302 -
083303 - Described problem reporting a defect, and would like to set the
083304 - interface to the original scope.
083306 -  ..
083307 - Steven assigned a case number....
083308 -
083309 -                   SRX 0612 0460 4993
083311 -  ..
083312 - If disconnected, call back at...
083313 -
083314 -        800 936 5700
083315 -
083316 -
083318 -  ..
0834 -
0835 -
0836 - 1428
0837 -
083701 - Talked to Chris.
083702 -
083703 - Chris took down customer identification for name, telephone, and email
083704 - address so he can renew contact, if Microsoft's support line drops the
083705 - call.
083707 -  ..
083708 - We reviewed the problem.  Chris was able to find the explanation and
083709 - examples of the problem presented in the letter to Microsoft on
083710 - 061202. ref SDS 6 OQ6G
083712 -  ..
083713 - Chris will research the problem.
083715 -  ..
083716 - He feels that if Microsoft cannot solve the problem today, then we can
083717 - get support to install IE 6, until Microsoft corrects the defect.
083719 -  ..
083720 - We also discussed the purpose of the tab feature in IE 7.
083721 -
083722 -
083724 -  ..
0838 -
0839 -
0840 - 1437
0841 -
084101 - On hold.
084102 -
084104 -  ..
0842 -
0843 -
0844 - 1448
0845 -
084501 - Chris came back online.
084502 -
084503 - He was told by someone that support for this issue is on the IE
084504 - Internet site....
084506 -             ..
084507 -            http://www.microsoft.com/ie
084509 -  ..
084510 - Chris said to call back if there are any further problems, after
084511 - checking the website.
084513 -  ..
084514 - Upon further discussion, Chris clarified that he understands there is
084515 - something on the web site that expressly solves the problem, but he
084516 - does not know what that might be, nor if there is actually a solution
084517 - at that location.  He decided to investigate the web site to verify
084518 - the solution, before ending support for the customer.
084520 -  ..
084521 - We reviewed the site together.  Chris could not find anything on the
084522 - website that addresses the issue.
084524 -  ..
084525 - He asked to hold the line again, while he investigates further.
084526 -
084527 -
084529 -  ..
0846 -
0847 -
0848 - 1452
0849 -
084901 - On hold.
084902 -
084904 -  ..
0850 -
0851 -
0852 - 1502
0853 -
085301 - Microsoft's customer support line dropped the call.
085302 -
085303 - Chris did not call back.  May still be doing the research, and will
085304 - call back later.
085305 -
085306 -
085307 -
085308 -
085309 -
085310 -
085311 -
0854 -