CONTACTS 
0201 - Exabyte Corporation                  800 392 2983 fax or 800...
020101 - Ms. Carrie Shaw; Customer Rep  =Telephone
020102 - Technical Support
0202 - Exabyte Corporation                  800 392 2983 fax or 800...
020201 - Mr. Michael Goff; Customer Rep  =Telephone
020202 - michael@exabyte.com
020203 - Technical Support

SUBJECTS
Exabyte Tape 20 Failed During Backup
C13 Backup Failed Using Tape #20
279596 Called Exabyte on Problem for 010403 re Tape #21
Returned 45 M Tapes All Seem to Have Failed

1206 -    ..
1207 - Summary/Objective
1208 -
120801 - Follow up ref SDS 21 0000, ref SDS 13 0000.
120802 -
120803 - We finally got through to a voice at Exabyte yesterday and they said
120804 - we have to call Technical Support at....
120805 -
120806 -
120807 -                      800 445 7736
120808 -
120809 -
120810 - Called this number.  Talked to Kathy.  She said Exabyte is having
120811 - trouble with the Technical Support telephone line.
120812 -
120813 - Kathy transferred the call to another voice mail line.
120814 -
120815 - Left another message.
120816 -
120817 -
120818 -  ..
1209 -
1210 -
1211 - 1016
1212 -   ..
121201 - Called back.  Was on hold for about 45 minutes.  Could not work
121202 - effectively and listen to Exabyte's advertisements while waiting for
121203 - service, so hung up.
121204 -
121205 - Next day Carrie Shaw called back responding to message on 020405.
121206 - ref SDS 21 0001
121207 -
121208 - Carrie worked on this matter previously on 011011. ref SDS 17 M23K
121209 -
121210 - We reviewed the record on 020307 showing 45M tapes are not working
121211 - correctly on our Mammoth LT tape drive. ref SDS 19 0001  Same result
121212 - is shown by the record on 020404. ref SDS 20 0001
121213 -
121214 - Previously, on 010825 tapes 20 and 21, which we now realize are 45M
121215 - tapes, were discovered to be defective, because these are used for
121216 - daily interim backups.  This daily use disclosed failure more quickly
121217 - than on the other 45M tapes which are used only about once a year.
121218 - ref SDS 11 0001  On 011005 Mike Geoff at Exabyte reported finding
121219 - large defective sectors on tapes 20 and 21, which indicated to him a
121220 - possible manufacturing problem. ref SDS 13 MV8N
121221 - ..
121222 - At that time, Mike replaced the two tapes, 20 and 21, being used
121223 - for interim backups, under Tech Support incident number 279596.
121224 -
121225 - However, these tapes have since failed and the other 45M tapes seem to
121226 - fail as well, shown by the record on 020307. ref SDS 19 0001
121227 - ..
121228 - Looks like the 45M tapes recommended by Exabyte for the Mammoth
121229 - LT tape drive on 000811, ref SDS 2 P3R1, seem to run correctly once
121230 - but this causes problems reported by Mike on 011005. ref SDS 13 MV8N
121231 - We have only had to restore from the 45M tapes on rare occassions, and
121232 - this seems to fail, while other restores were successful.  These
121233 - occassions were too infrequent to recognized a pattern of failure by
121234 - 45M tapes.
121235 -
121236 -     [On 020507 Amanda at Exabyte Sales Department said that 45M tapes
121237 -     are not compatible with the Mammoth LT tape drive. ref SDS 25 BT3G
121238 - ..
121239 - More recent experience indicates the 125M tapes seem to work,
121240 - and they solve the "verify" problem that caused extra expense
121241 - following recommendations of Exabyte, as seen by the record....
121242 -
121243 -
121244 -          SCSI Adapter...............011010, ref SDS 16 0001,   $170
121245 -          Firmware...................011011, ref SDS 17 6U7H,     96
121246 -          Bus terminator.............011012, ref SDS 18 FV7N,     56
121247 -  ..
121248 -                                                              --------
121249 -     Total unnecessary expense...............................   $322
121250 -
121251 -     Time expended 40 Hours @ $100.........................   $4,000
121252 -
121253 - ..
121254 - Record on 010825 shows background on purchase of tapes.
121255 - ref SDS 11 0001  The tape drive was received on 000811, and shows
121256 - discussion about tapes that work with this drive. ref SDS 2 0001  The
121257 - specification for the drive is in another record on 000811.
121258 - ref SDS 3 QL5F
121259 -
121260 - All 10 45M tapes were originally received on 000928. ref SDS 5 NI4J
121261 - ..
121262 - On 000811 Exabyte represented that the 45M tapes would run on
121263 - the Mammoth LT Tape drive. ref SDS 2 A45K  The record on 000816
121264 - reports the shipping manifest that the 45M tapes were back ordered.
121265 - ref SDS 4 TM8H
121266 - ..
121267 - Carrie now feels the 45M tapes may not be compatible with the
121268 - Mammoth LT tape drive configured on W2000 and a Pentium IV processor.
121269 - She said to send the tapes to Mike under the same reference number
121270 - 279596.
121271 -
121272 -     [On 020507 Amanda at Exabyte Sales Department said that 45M tapes
121273 -     are not compatible with the Mammoth LT tape drive. ref SDS 25 BT3G
121274 -
121275 -  ..
121276 - Submitted ref DIT 1 0001 to Mike with the box 10 tapes....
121277 -
121278 -
121279 -           2, 3, 4, 5, 6, 17, 18, 19, 20, 21
121280 -
121281 -
121282 - ...requesting a remedy.
121283 -
121284 -     [On 020417 called Exabyte on progress reviewing this problem.
121285 -     ref SDS 22 0001
121286 -
121287 -     [On 020422 submitted letter on status of review, asked about
121288 -     improving performance. ref SDS 23 0001
121289 -
121290 -     [On 020430 submitted online inquiry on status of review.
121291 -     ref SDS 24 0001
121292 -
121293 -     [On 020507 called Exabyte sales and submitted confirming letter to
121294 -     Amanda. ref SDS 25 0001
121295 -
121296 -     [On 020530 submitted follow up letter to Exabyte. ref SDS 26 0001
121297 -
121298 -     [On 020531 Exabyte reports plans for Carrie Shaw to follow up.
121299 -     ref SDS 27 0001
121300 -
121301 -     [On 020606 received 10 replacement tapes. ref SDS 28 0001
121302 -
121303 -
121304 -
121305 -
121306 -
121307 -
121308 -