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 -
080506 -
080507 -
080509 -  ..
0806 -
0807 -
0808 - Background
0809 -
080901 - IE 7 Fails Precision Access Cannot Open Web Pages to Specified Anchors
080902 -
080903 - Follow up ref SDS 6 V13G.
080904 -
080905 - Sent a letter to Microsoft explaining problem. ref SDS 6 BE4N
080907 -  ..
080908 - On 061204 received response from Microsoft. ref SDS 7 V13G  The
080909 - Microsoft rep said the company would investigate to find a solution.
080910 - ref SDS 7 PQ4Y
080912 -  ..
080913 - Have not received follow up from Microsoft.
080914 -
080915 -
080917 -  ..
0810 -
0811 - 1456
0812 -
081201 - Called Microsoft customer support for IE 7.
081202 -
081203 - Case Number:  1038294287
081205 -  ..
081206 - Talked to Arul.
081208 -  ..
081209 - Had difficulty communicating the scope of the problem.
081211 -  ..
081212 - Talked to supervisor.
081214 -  ..
081215 - There was difficulty with voice transmission during this call.  At
081216 - times, the supervisor seemed to have a deep echo that prevented
081217 - understanding what he was saying.
081219 -  ..
081220 - Eventually, the line dropped the call.
081222 -  ..
081223 - Below, received a letter from Arul related to this call. ref SDS 0
081224 - 5Q57
081225 -
081226 -
081228 -  ..
0813 -
0814 -
0815 - 1525
0816 -
081601 - Called back.
081603 -  ..
081604 - Talked to Rathan.
081606 -  ..
081607 - Sort of demonstrated the problem, as attempted in the call to Arul,
081608 - per above.
081610 -  ..
081611 - Rathan proposed changing the configuration of IE 7.0.  We used
081612 - computer c15 which is configured with IE 7.0 to test Rathan's idea
081613 - that changing Internet access settings would somehow change
081614 - performance opening files on the local machine, when the program is
081615 - running correctly opening files on the Internet.
081617 -  ..
081618 - After making a variety of changes that disrupt the user's
081619 - configuration, this did not solve the problem.  Now the user has to
081620 - spend hours figuring out what was changed and experiment again to
081621 - figure out an effective configuration.
081623 -  ..
081624 - Decided to send an email that explains the problem, with examples of
081625 - commands that are working incorrectly in IE 7.0.
081627 -  ..
081628 - Rathn's email address...
081629 -
081631 -
081632 -
081634 -  ..
0817 -
0818 -
0819 - 1652
0820 -
082001 - Received letter from Rathan saying...
082008 -         ..
082009 -        I have taken ownership of your IE7 Case 1038294287 in order to
082010 -        obtain the fastest resolution to your issue.  My working hours
082011 -        are <12.30AM to 9.30AM PST> and I can be contacted via e-mail
082038 -         ..
082039 -        Thank you for contacting Microsoft IE7 Technical Support.
082041 -         ..
082049 -
082051 -  ..
082052 - There was a second letter from Microsoft sent by Arul concerning our
082053 - first attempt, and in which the telephone line was dropped, requiring
082054 - calling back and talking to Rathan. ref SDS 0 OX5M
082056 -         ..
082057 -    1.  Date:   June 27, 2007
082058 -
082059 -        From:   IE7 - Frontline SGL CHN wrote:
082061 -         ..
082062 -        To:     rodwelch@pacbell.net
082064 -         ..
082065 -    2.  Hi Rod,
082066 -
082067 -        This is Arul Kumaran  K with Microsoft IE7 Technical Support.
082069 -         ..
082070 -    3.  I have taken ownership of your IE7 Case SR1038294287 in order
082071 -        to obtain the fastest resolution to your issue.My working hours
082072 -        are 4.30am-2.30pm PST and I can be contacted via e-mail
082073 -        at:v-6aruku@mssupport.microsoft.com
082075 -         ..
082076 -    4.  If you have any feedback regarding Microsoft support, we would
082077 -        be glad to hear from you.  If you would feel more comfortable
082078 -        speaking with someone else regarding my service, Deepak  K C
082079 -        ,my manager, would be very happy to hear your comments and
082080 -        suggestions.  You may reach my manager by sending an email to
082081 -        v-6decha@mssupport.microsoft.com
082082 -
082083 -            [On 070703 submitted feedback to Deepak K C, asking for
082084 -            progress solving the problem with IE 7.0. ref SDS 9 V13G
082086 -             ..
082087 -            [On 070703 received notice from ISP that email address
082088 -            provided in the letters from Microsoft for Deepak K C is
082089 -            incorrect. ref SDS 9 5E4L
082091 -             ..
082092 -            [On 070703 letter to Arul at Microsoft reporting error in
082093 -            the email address for Deepak K C, and requesting assistance
082094 -            forwarding feedback on this case to Deepak K C, as called
082095 -            out in Arul's letter. ref SDS 9 4K5K
082097 -             ..
082098 -            [On 070705 Microsoft called and used Teamview to observe
082099 -            scope of problem with IE 7.0 failing to support precision
082100 -            access. ref SDS 10 GZ78
082102 -         ..
082103 -    5.  Thank you for contacting Microsoft IE7 Technical Support.
082105 -         ..
082106 -    6.  Sincerely,
082108 -         ..
082109 -        Arul Kumaran  K
082110 -        v-6aruku@mssupport.microsoft.com
082111 -        4.30am-2.30pm PST
082113 -         ..
082114 -    7.  When replying, please include your case number, name, email
082115 -        address and phone number.Thank you.*
082117 -         ..
082118 -    8.  Windows OneCare Live Beta:
082120 -         ..
082121 -        Give your computer continuous antivirus and firewall
082122 -        protection, along with regular tune-ups and back-ups to
082123 -        maintain its performance.
082125 -         ..
082126 -        Try it for free!
082127 -
082128 -            http://go.microsoft.com/?linkid=4416251
082129 -
082130 -
082131 -
082132 -
082134 -  ..
0822 -
0823 -
0824 - 1658
0825 -
082501 - Submitted email to Rathan that explains the problem....
082503 -         ..
082504 -    1.  Thanks for your letter following up our telecon today.
082505 -        ref SDS 0 GY6M
082507 -         ..
082508 -    2.  Here is a link [to the record on 061202] that explains our
082509 -        problem with IE 7.0. ref SDS 6 LP3K
082510 -
082511 -           [On 070705 Microsoft called and used Teamview to observe
082512 -           scope of problem with IE 7.0 failing to support precision
082513 -           access. ref SDS 10 GZ78
082515 -         ..
082516 -    3.  Please call to follow up again.
082518 -         ..
082519 -        Thanks.
082520 -
082522 -  ..
0826 -
0827 -
0828 - 1734
0829 -
082901 - Sent a letter responding to Arul, ref SDS 0 5Q57, with copy to Rathan,
082902 - and confirming that Rathan is working the case at this time, per the
082903 - letter to Microsoft. ref SDS 0 XL6L
082904 -
082905 -    1.  Subject:  SRX1038294287ID - SRX1038294287ID -IE7
082906 -
082907 -        From: Rod Welch
082908 -        Date: Wed, 27 Jun 2007 17:48:49 -0700
082909 -        To: IE7 - Frontline SGL CHN <WINDO.IE_7.NA.00.EN.SUT.CHI.TS.1FL.PBA.00.PI@css.one.microsoft.com>, v-6rau@mssupport.microsoft.com
082911 -         ..
082912 -    2.  Dear Arul,
082914 -         ..
082915 -        Sorry we had difficulty today with the telephone system that
082916 -        dropped my call while talking to your supervisor, as shown in
082917 -        my record. ref SDS 0 OX5M
082919 -         ..
082920 -    3.  As you can see, after the telephone system dropped the call, I
082921 -        called back and was routed to Rathan. ref SDS 0 FA3G  We were
082922 -        able to trouble shoot the problem somewhat, and then decided to
082923 -        confirm understandings with an email. ref SDS 0 XL6L  At this
082924 -        time, Rathan's letter says he is working the case, so I am
082925 -        sending him a copy of this letter to confirm  we are now
082926 -        working with him on this. ref SDS 0 GY6M
082928 -         ..
082929 -    4.  Thanks for your assistance today, and my apologies to your
082930 -        supervisor.
082932 -         ..
082933 -    5.  Sincerely,
082935 -         ..
082936 -    6.  Rod
082937 -
082938 -
082939 -
082940 -
082941 -
082942 -
082943 -
0830 -