CONTACTS 
0201 - Exabyte Corporation                  800 392 2983 fax or 800
020101 - Mr. Michael Goff; Customer Rep  =Telephone
020102 - michael@exabyte.com
020103 - Technical Support
0202 - Exabyte Corporation                  800 392 2983 fax or 800
020201 - Ms. Amanda T....; Customer Rep
020202 - amandat@exabyte.com
020203 - Sales Department

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
Exabyte Technical Support Not Responding
45M Tapes Not Compatible with Mammoth LT Tape Drive
45M Tapes Returned to Exabyte Seems Like All 45M Tapes Defective, 125
45M Tapes Received from Exabyte to Solve Problem of Failed Tapes, No

2310 -    ..
2311 - Summary/Objective
2312 -
231201 - Follow up ref SDS 38 0000, ref SDS 37 0000.
231202 -
231203 - Received ref DRT 1 0001 from Mark responding to the letter sent
231204 - yesterday, ref DIP 4 0001, requesting confirmation that 45M tapes
231205 - support the Mammoth LT tape drive. ref SDS 38 W78F
231206 -
231207 - Mark says...
231208 -
231209 -     Please look at the following link...
231210 -
231211 -     http://www.exabyte.com/support/online/kb/display.cfm?id=154
231212 -
231213 -     You can see from our published web site information that the
231214 -     mammoth LT does support 45m ame tapes.  Go ahead and use the new
231215 -     media.  There may have been a problem with your earlier tapes, but
231216 -     it didn't have anything to do with compatibility.  If the tapes
231217 -     were not compatible, they would not even have worked once. If you
231218 -     continue to have problems in the future, please call our support
231219 -     line at 800-445-7736 or email support@exabyte.com.  Exabyte
231220 -     encourages us to have customers use the normal channels for
231221 -     support in case an engineer is out sick or on vacation.
231222 -
231223 -   [On 021012 persistant failures of interim backups using 45M tapes
231224 -   led to developing alternate interim backup procedure using pkzip and
231225 -   bypassing Mammoth LT tape drive. ref SDS 39 NQ7L
231226 -
231227 -   [On 021030 another failure full file backup using Mammoth LT tape
231228 -   drive. ref SDS 40 0001
231229 -
231230 -  ..
231231 - Submitted ref DIT 1 0001 to Mark saying....
231232 -
231233 -     Thanks for feedback in your letter today answering my letter
231234 -     yesterday and clarifying that 45M tapes should be okay to use with
231235 -     the Mammoth LT tape drive manufactured by Exabyte.  We will
231236 -     proceed on that basis.
231237 -
231238 -     Concerning your suggestion to use normal Exabyte technical support
231239 -     channels, we have used normal channels for support and this has
231240 -     failed so far.
231241 -
231242 -     As shown in our letter on June 6, Carrie Shaw told us to return
231243 -     tapes to Mike Geoff, and this was done.  We tried to call Mike to
231244 -     follow and could not get through to anybody on your tech support
231245 -     line.  Mike did not respond to email on several occasions.  We dod
231246 -     not have an email address for Carrie.  We submitted an online
231247 -     inquiry about this matter using the Exabyte web site, which you
231248 -     reference today.  We did not get a response.  This led to
231249 -     contacting you, and we later received a letter from you saying
231250 -     that Carrie would call to follow up. She did not call.  A week
231251 -     later we received replacement tapes without identification nor
231252 -     explanation.  This is not a normal business procedure.
231253 -
231254 -      ..
231255 -     This record shows that normal channels and business procedures
231256 -     have failed.
231257 -
231258 -     Your efforts have been professional and effective.  I looked at
231259 -     the location referenced in your letter....
231260 -
231261 -     http://www.exabyte.com/support/online/kb/display.cfm?id=154
231262 -
231263 -     It shows 45M tapes are supported by Mammoth LT, so we should be okay.
231264 -
231265 -     It would be helpful to get some guidance on why two replacement
231266 -     tapes sent by Mike Geoff previously later failed.  It is quite a
231267 -     coincidence.  Could it relate in any way to the operating system
231268 -     or processor, i.e., we are using w2k on a P4 1.4 Hz, 400 MHz buss,
231269 -     etc.
231270 -
231271 -      ..
231272 -     So far the 125M tapes have worked consistently.  Will go ahead and
231273 -     try the 45M tapes we received pursuant to your letter.
231274 -
231275 -     Thanks very much for your help.
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