Before ours was under maintenance, a tape was stuck in the drive and wouldn't
unload. Support said that the unit was under depot maintenance and I'd have to
send it in. I asked about getting the tape back, and they switched gears and
said, "Oh, if a tape is stuck, a CE must come out to retrieve it".
We have a great CE (his name is Doc, no lie) and he came out and fixed the
whole thing.
When we got the 3570 I told my boss we didn't need 24/7 on the unit and
regretted it when this little incident occurred. It's our only tape unit and we
can't have a two day outage on it.
Bryan
-----Original Message-----
From: midrange-l-bounces@xxxxxxxxxxxx
[
mailto:midrange-l-bounces@xxxxxxxxxxxx]On Behalf Of rob@xxxxxxxxx
Sent: Wednesday, May 02, 2007 9:04 AM
To: Midrange Systems Technical Discussion
Subject: RE: 3573 tape drives issues
Evidently they are coded as customer replaceable because not once did they
suggest using the CE. I am not sure I would have gotten any further with
a CE on site. I had a good rapport with the phone people and they
accepted my confidence with system service tools. The benefit might have
been just calling the CE in and say "Get it working" and leaving him in
the machine room unattended while I did other tasks. Still might have
taken as long waiting on the new units. Maybe even longer if I had to
wait for the CE to return from other calls.
Rob Berendt
midrange.com
