CONTACTS 
0201 - Sony Computer Service Center         408 922 0699
020101 - Milpitas, CA
020102 - Ms. Linda Britton; Supervisor =408 922 0699
020103 - Customer Service Department
020104 - Computer Components Product Group

SUBJECTS
CD ROM RW, Sony
RW CD ROM Drive Failing, 990821

0504 -    ..
0505 - Summary/Objective
0506 -
050601 - Follow up ref SDS 12 0000, ref SDS 11 0000.
050602 -
050603 - Removed Sony CD RW drive from CPU11.  Called Sony and provided
050604 - information requsted yesterday. Received Work Order Number W4735265.
050605 - This supplemnts Event Number E05392794, received yesterday.
050606 -
050607 - Sent ref DIT 1 0001 to Linda, linked to this record for background.
050608 - Printed the letter and this record, and put it in the box with the CD.
050609 - Used a box from installation of the Smart and Friendly CD drive on
050610 - Kathleen's computer, assembled last week.
050611 -
050612 -     Shipped by Mail Boxes, Etc, via UPS on 990825
050613 -
050614 -        Parcel Shipping Order...... 32165648
050615 -
050616 -        UPS Ground Tracking Number...1Z 959 385 03 1218 261 5
050617 -
050618 -        Insured for $300.   Cost... $10.17
050619 -
050620 -     [On 990917 sent follow up letter. ref SDS 13 0001]
050621 -
050622 -     [On 990927 received replacement drive. ref SDS 14 0001]
050623 -
050624 -
050625 -
050626 -  ..
0507 -
0508 -
0509 - Progress
0510 -
051001 -  ..
051002 - Reported RW CD Failure to Sony, Received Work Order Number
051003 -
051004 - Follow up ref SDS 12 3500.
051005 -
051006 - This morning I disassembled CPU11 and removed the Sony CD RW drive.
051007 -
051008 - There is a sound cable connected to the Sony drive, so it should
051009 - produce sound with a music CD.  Yesterday, Sony's rep, Brian, asked
051010 - about this issue. ref SDS 12 1287   Later observed that this cable is
051011 - not connected to the sound card, so sound is not really an issue, per
051012 - below. ref SDS 0 5700
051013 - ..
051014 - Removed the Acer conventional CD ROM drive and changed the
051015 - jumpers to make it the master rather than the slave, and installed it
051016 - back in the computer.
051017 -
051018 - Installed the Acer drive and assembled the CPU again.
051019 -
051020 - Turned on the system, and it seems to be running normally.
051021 -
051022 -
0511 -
0512 -
0513 - 1051
0514 -
051401 - Follow up ref SDS 12 4992.
051402 -
051403 - Called William at...
051404 -
051405 -        Sony Standard Storage Service           408 922 0699
051406 -
051407 -
051408 - His direct line is....... 408 955 4708
051409 -
051410 - Left message with information he requested yesterday. ref SDS 12 4992
051411 -
051412 - Model and serial number are in the record on 981229. ref SDS 3 9950
051413 -
051414 - Warranty. ref SDS 3 5296
051415 -
051416 -
0515 -
0516 -
0517 - 1202 William called back
0518 -
051801 - Gave him information again that identifies the unit. ref SDS 3 9950
051802 -
051803 - William issues...
051804 -
051805 -      Work Order Number:  W4735265
051806 -
051807 - Said to mail unit too...
051808 -
051809 -                        Sony Electronics
051810 -                        Attention:  CPSC
051811 -                        1171 Montague Express Way
051812 -                        Miliptas,  CA  95035-6818
051813 -
051814 - CPSC is the...
051815 -
051816 -     Computer Products Service Center   408 922 0699
051817 -
051818 - He wants a letter explaining the problems we have had with the unit.
051819 -
051820 - I explained the practice of issuing an SDS record that explains the
051821 - problems and background on problem.
051822 -
051823 - William said he does not have an email address at Sony, and that
051824 - today is his last day on the job.
051825 -
051826 - He transferred me to Linda Britton, his boss.
051827 -
051828 - I explained the objective of notifying Sony via web mail of history
051829 - of problems.
051830 -
051831 - Linda said this will be helpful.  She wants a summary of the issues
051832 - in a printed document sent with the unit by mail.  Send her an email
051833 - at...
051834 -
051835 -
051836 -                        linda.britton@am.sony.com
051837 -
051838 -
051839 - ...with links to the full record.  When the unit arrives, and a
051840 - technician is assigned, she will forward my web mail to that person
051841 - so they can review background, as needed.
051842 -
051843 -      ..
051844 -     Statement of Problems
051845 -
051846 -     1.  Drive will not run "format" operation with Sony ABCD program;
051847 -         reports error that need to use RW CD disks, as shown in the
051848 -         record on 990823. ref SDS 12 3685
051849 -
051850 -     2.  RW CD disks lose data transferred using ABCD program on this
051851 -         drive, as reported on 990818. ref SDS 9 6844  This may have
051852 -         been a user issue, if data is normally lost when a CD disk is
051853 -         ejected from the drive while a W98 file management window is
051854 -         still open from having used My Computer or Explorer to copy
051855 -         data to the disk.
051856 -
051857 -         After talking to William yesterday, I did more testing and
051858 -         seemed be successful copying data. ref SDS 12 4977
051859 -
051860 -     3.  Eject button on the drive unit does not work consistently.
051861 -         This may have been a user issue, if the button should only be
051862 -         used if a W98 file management window, using My Computer or
051863 -         Explorer has been closed, when the disk is being examined.
051864 -
051865 -     4.  Sound is not produced for music CDs.  When the unit was
051866 -         disassembled this morning, the sound cable seemed to be
051867 -         connected correctly to the drive, and so it appears that the
051868 -         Sony drive should play CDs like the other drive, but it
051869 -         doesn't.  Yesterday, Barry suggested the lack of sound may be
051870 -         due to a disconnected cable. ref SDS 12 1287
051871 -         ..
051872 -         Actually, this is not true.  The cable was connected to
051873 -         the Sony drive, but further investigation showed it was not
051874 -         connected to the sound card.  So, sound is not an issue.  I
051875 -         guess we can remove the sound card and see if it will support
051876 -         a second cable.  It looks like it does, but we need to remove
051877 -         the card and review the specs to establish this point.
051878 -
051879 -         We did not connect the cable from the sound card to the Sony
051880 -         drive, which would have been easy to do, but it was another
051881 -         thing to think about that overwhelmed span of attention.
051882 -
051883 -            [On 990828 connected sound cable on the replacement drive,
051884 -            and it works correctly. ref SDS 14 0968]
051885 -
051886 -
051887 -
051888 -
051889 -
051890 -
0519 -
0520 -