Every
once in a while everything
decides to turn to
crap. In this instance,
the launch of the
new site and the almost
orchestrated collapse
of one of the vital
components in my computer.
Most
people now would be
assuming that this
would be something
like the processor
popping or even my
graphics card getting
some corrupted memory
or something. Unfortunately,
if it were really
that simple, I could
just nip down to my
local supplier and
pick up a temporary
replacement. In this
case my Ultra Wide
SCSI adapter in the
computer has decided
to develop a major
fault. It has decided
all of a sudden to
decide that it is
incompatible with
some of the other
hardware in my computer.
Now, I've been operating
with this card for
well over 3 months
now and I have always
been impressed by
its performance (For
those of you still
using IDE drives,
you'll need to see
it to believe the
difference with SCSI)
but in order for me
to have any access
to my hard-drives,
I need this card.
It
started to happen
about 3 weeks ago,
I went into Windows
and noticed in my
Device Manager that
a conflict had arisen
with my Matrox G400
graphics card and
the SCSI card. Unusual,
I thought but nothing
major, just a quick
driver fix. I installed
some new drivers only
the other day, so
off they came and
the old drivers came
back on. Problem solved,
no more conflict.
Everything
seemed fine. Then
I booted up Flight
Simulator 2000 the
day after and noticed
that it just kept
crashing and the graphics
card was displaying
corrupted images.
Very unusual I thought
since the drivers
were working fine
just before. Anyway,
back I toddled into
the Device Manager
and my Motherboard
Resources were in
conflict with... Wait
for it, my SCSI card.
Completely bewildered
as to what the hell
was going on (something
which doesn't happen
often for someone
who has been installing
and troubleshooting
PC's for over 8 years
now) I decided that
it was time to phone
the people at the
store where I got
the SCSI card from
to see what was happening.
This
is the first time
I have ever felt the
need to phone any
of these places but
a £250 piece of hardware
is in the balance
and its still under
warranty. Anyway,
I ring them up and
a nice young lady
picks up the phone
(I say nice but she
was actually going
to be the start of
my troubles).
"Hi
there, thank you for
calling the *******
technical support
helpdesk. My name
is Marie, how can
I help?"
After
explaining that I
had a piece of hardware
that I believed was
faulty and was causing
problems with my system
she then informed
me... "I'm sorry Mr
West but you need
company which are
looking after your
warranty cover. Here
is their number..."
OK,
not the best start,
but I give them a
ring up and all I
get is some guy down
the phone who didn't
seem as though he
should have access
to a phone, let alone
communicate with any
other member of the
human race.
"John
speaking."
Taken aback by this
(I'm used to courteous
telephone manner with
where I work) I ask
him if I've actually
got the right number
and then proceed to
tell him my problems.
"I'm
sorry but I'd need
to actually inspect
your system. Is it
possible for you to
take your computer
to the nearest branch
of ******* and get
one of their engineers
to look at it"
Well,
this seemed easy enough
to do, so I go down
to the store with
the computer in the
back of the car and
place it on the desk
of the Technical Support
area. Also, Marie
was the person that
just happened to be
there.
After
about 30 minutes of
waiting, someone came
out, took the system
away and run some
diagnostics on the
computer. They then
came back out after
about an hour of me
looking around the
store and informed
me that there was
indeed a problem with
the SCSI card and
Marie would deal with
the matter.
Now,
this is where it just
got silly. She told
me that I'd have to
send the SCSI card
back to the manufacturer
because the policy
at ******* only covers
replacing hardware
for up to 28 days
from purchase. She
seemed unable to give
me any more explanation
as to why I had to
do this or why she
couldn't just give
me a replacement there
and then and keep
the customer happy.
Also, the fact that
I'd been waiting an
hour and a half for
them to tell me there
was a problem (which
I knew in the first
place) and them actually
knowing they cant
do anything about
it seemed to stir
up some anger.
To
cut the story short,
I spoke to the manager
of the store who offered
to send the card back
on my behalf and would
keep me informed as
to what was going
on. This was on the
Tuesday.
3
days later, I still
hadn't heard anything
back from them, so
I decide to give them
a phone and see what
was going on.
"There
is a known bug in
the card which you
have and they need
your complete system
specs."
So
I rattle these off
to the guy on the
phone and he says
he'll contact me by
Monday and let me
know what the solution
is. I wonder how long
it would have taken
them to phone me to
tell me this if I
hadn't phoned them?
Monday
comes... and then
it goes. Tuesday while
I'm at work, he phones
me to tell me that
the manufacturers
have written a new
BIOS release for the
card that will fix
the incompatibilities
and that I'll have
my card back by Thursday
at the latest. Brilliant
I thought, because
I've got a lot of
stuff to get written
up for the site and
its launch and I'm
starting to look like
a bit of a nerd going
into the Comms Port
at Costa Coffee in
Aberdeen every lunchtime
to get my e-mail.
Well,
Friday came and still,
there was nothing.
After another phone
call, Marie picks
up again, however
this time she has
no idea who I am and
what was happening
with my card and that
I must be mistaken
by thinking they had
sent the card back
on my behalf because
its not a service
they offer.
Before
I get arrested for
shouting and swearing
down the phone. I
slam the phone down
and decide to phone
the manufacturers
of the card directly
to see what the hell
was happening with
the card.
I
phoned them up and
they tell me that
the new BIOS is being
put through quality
control and that it
will not be ready
until the middle of
this week at the latest
providing it passes.
OK I thought, until
I noticed AGi had
taken the decision
to launch the site
early!!
Its
now Thursday and *******
still haven't contacted
me about the card
or even bothered to
let me know what I
already know about
the quality check
that's being done
on the BIOS. Good
old customer service
for you. I'll keep
you informed and I'll
put up a copy of the
"complaint" I sent
to the ******* store.
//mr
flump. [wormsmart@mrflump.com]