After my delightful experience with Griffin
Technology, I'm well on my way to a hat trick considering
this exchange with SmartDisk. This is
another example of what an individual can do to make their
company look great (at least in my eyes).
I'll let the emails tell the story...
From: B. W. Fitzpatrick <fitz@apple.com>
To: SmartDisk Technical Support
Date: Tue Jul 30, 2002
Subject: Problems with 3GB Firewire Pocket Drive
--------------------------------------------------------
This drive worked fine for the first year I had it, then
started giving problems. Whenever I would attempt to read or
write a certain file, it would hang the Finder. I upgraded the
firmware to the latest (using the VST 2.3.1 Format Utility). I
did a low-level format. I reformatted again.
I talked nicely to the drive and explained that my job was to
put files on it and that its job was to keep those files and
return them to me on demand. I took it to the zoo to see the
animals. I even took it shopping in the hopes that that would
cheer it up.
However, the drive still has not seen the light and will work
fine reading and writing until a certain point, at which I get
the Spinning Pizza of Death and the Finder locks up. I bought
this drive about 2 years ago. Please tell me you can replace
it or convince it to do what its supposed to do.
-Fitz
And Ian responded:
From: Ian
Date: Tue Jul 30, 2002
To: "B. W. Fitzpatrick" <fitz@apple.com>
Subject: Case # 15686
--------------------------------------------------------
Hello Brian, thanks for contacting us. I thoroughly enjoyed
reading about your relationship with the drive, although it
does seem like the sparks between you two are dying. So
sad.
Unfortunately it sounds as though the hard drive mechanism
itself is starting to die. It doesnt sound like an extension
or software problem. The only real solution is to replace
the hard drive mechanism which sits on the firewire
interface board. We do not do out of warranty repairs so you
will need to do this yourself or take it to a repair
center. It uses a standard laptop size IDE hard
drive. Please let me know if I can be of further
assistance.
Ian
SmartDisk Corporation Technical Support
And I responded...
From: B. W. Fitzpatrick <fitz@apple.com>
Date: Tue, Jul 30, 2002
To: Ian
Subject: Re: Case # 15686
--------------------------------------------------------
What is the warranty on the drive? I take it it's less than
2 years?.
-Fitz
PS, One of my friends here suggested that Firewire drives
prefer the beach, so I'm guessing the zoo thing didn't
help.
;-)
...and back to Ian...
From: Ian
Date: Wed Jul 31, 2002
To: "B. W. Fitzpatrick" <fitz@apple.com>
Subject: RE: Case # 15686
--------------------------------------------------------
LOL
The warranty is 1 year from the purchase date. If the
drive is out of warranty, I might recommend contacting
Huong <name removed>, (pronounced like Hong.) She
can be reached at 978-555-1212, her e-mail is, <address
removed>. She works at Teleplan International which we
have given our blessing to do out of warranty repair
work. Please let me know if I can be of further
assistance.
Ian
PS Maybe if you took the drive to a Robot Wars showing
you could intimidate the drive into working. :P
...and back to me...
From: B. W. Fitzpatrick <fitz@apple.com>
Date: Wed Jul 31, 2002
To: Ian
Subject: RE: Case # 15686
--------------------------------------------------------
Ian,
Thanks a million for your replies. It's always nice to find
a human being behind a big company.
> PS Maybe if you took the drive to a Robot Wars showing
> you could intimidate the drive into working. :P
Alas, I fear that it's time to retire the drive to that great
bitbucket in the sky. Perhaps it would make a good projectile for one
of the other robots.
:-)
Take care,
-Fitz
...and back to Ian one last time.
From: Ian
Date: Wed Jul 31, 2002
To: "B. W. Fitzpatrick" <fitz@apple.com>
Subject: RE: Case # 15686
--------------------------------------------------------
It's nice to have a customer that is understanding and
competent!
Before you off up the drive as a sacrifice to the Great
Bitbin, I would suggest opening the drive up by taking the
plastic casing off. If you hold it under a heat lamp (or a
blow dryer) the glue will heat up and you can take the
plastic casing off. There will be 4 screws that hold the
case together (very easy) and then you will see the Firewire
interface board and the IDE hard drive. It really is a
simple design, which is great. You can definately put 30 gig
hard drive on the board (I am unsure of anything higher, but
I would imagine you could). The interface card is really the
expensive piece to the device and you can use any brand of
hard drive on the card. So I guess what I am saying is, I
would suggest at least taking the drive apart. You could
even get a cheapo drive from ebay. I know you probably paid
a hefty price for the drive and I would hate to see it
turned into robot projectiles after 2 years. If you have any
questions during the process, please feel free to ask!
Ian
Thanks again Ian.
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