:: facepalm ::
Posted by Chrystalline on January 13th, 2008
Why oh why do I keep trying to get useful information out of Sony’s tech support? I should know better. I do know better. And this time, I found a link that let me copy the transcript, despite the fact that their Java-based chat disallows copy-paste (a right nuisance, that). Removed his name out of pity. Formatting’s wonky enough that I can’t intersperse comments without making it look really strange, or take forever reformatting it by hand; stupid Java chats. Yeah, ended up with “take forever reformatting.” Bleah.
Problem : DVD-R/RW drive is failing, so I need to replace it, but I’m worried about whether the System Recovery will still work; already replaced video card and hard drive, may soon have to replace fan. How many pieces can I change before I run into trouble?
tech > Hi Chrystalline. Welcome to Sony Online Support. I’m [tech]. Please allow me a moment to review your concern.
Chrystalline > ok
tech > Thank you for waiting, Chrystalline. I’m sorry that DVD-R/RW drive is not working. I’ll be glad to assist you with this.
tech > Have you made any Hardware or Software changes in the computer?
Are you kidding me? I just said I changed the hard drive and video card, and I’m a geek; I’m always doing something with the setup. Key thing is, I pretty much know what I’m doing there.
Chrystalline > I replaced the video card and hard drive previously
tech > Are you getting any error messages?
Chrystalline > No, the DVD drive just tells me that blank DVD-Rs are audio CDs with one tiny CDA file on them.
Chrystalline > When I searched the web, I found that others have had this problem and it was generally a symptom of the drive wearing out
Chrystalline > To be honest, the DVD drive has been glitchy the whole time I’ve had it, but I just restored the system a few months ago when I had to replace the HD, so I suspect it’s finally worn out.
Chrystalline > I’ve had it since 2001.
tech > Are you able to view the CD/DVD icon in the My Computer Window?
Oh for pity’s sake. Yes, Mr. Computer Man, I know how to use a mouse and keyboard.
Chrystalline > It thinks it’s a CD drive
Chrystalline > Actually, it realizes it’s a DVD drive as long as there’s no disc in it
Chrystalline > When there’s a disc, it thinks it’s a CD drive
Chrystalline > Won’t play commercial DVDs anymore either; says there’s a problem with the DRM
tech > I would like to forward a link to a page where you can view the steps to troubleshoot the issue.
tech > When you receive the link please click on it to open the page and let me know if you are able to view it.
Chrystalline > OK. You’re posting the link here in chat, or by email?
tech > http://www.iq.sony.com/srvs/autoresponsev4.asp?id=382453
tech > Are you able to view the page?
Chrystalline > Yes; had a little trouble at first because my browser blocks popups and the chat window wouldn’t let me copy/paste, but I’ve got it open
Chrystalline > This looks like the relevent line: “If the drive is a multi-format drive and can read a CD disc, but not a DVD disc, or can read a DVD disc, but not a CD disc, service may be required.”
Chrystalline > I can still burn CDs, just not DVDs.
tech > Please perform the steps mentioned on the page. This should resolve the issue.
Chrystalline > Yeah, I’ve already tried everything but another system recovery. My main question is, if I replace the DVD drive, will that be enough change to the hardware configuration to prevent the system recovery from working? I know the installation checks the hardware before allowing the recovery to proceed.
Chrystalline > Keeping in mind that I already changed the vid card and HD.
tech > I am sorry for the delay.
tech > Yes, replacing the Driver may work.
Wait, what? I wasn’t talking about the driver.
tech > Have you performed System Recovery to resolve the issue?
Chrystalline > I performed system recovery a couple of months ago when I replaced the hard drive, but I have not done it since then. I have had minor problems with the DVD drive the entire time I’ve had it, and it would work properly for a while after system restore, but eventually it would get weird again. This is more severe than before, but I don’t want to have to perform a system recovery every two months. Combined with the fact that I have done troubleshooting and research on the problem, the data seems to indicate the DVD portion of the drive is wearing out/worn out. Thus, replacement.
Chrystalline > That’s why I asked about the hardware configuration issues.
tech > I am sorry for the inconvenience that you are experiencing with the Computer.
tech > Chrystalline, I am sorry, if the issue is with the Hard ware it is recommended to contact the Service Cnetr to get it Serviced.
tech > Shall I forward a link to a page with information about locating our Sony Service Center?
Chrystalline > I can service it myself if you’ll just answer my question! I’m wishing I’d put my name in as “Steve.”
Chrystalline > Or do I have to call them to get that answer?
tech > Yes, you can replace the Drive if you have performed all the troubleshooting steps.
Chrystalline > It won’t trigger the anti-piracy blocks, even though I’ve already replaced the HD and video card?
tech > Please replace it with the compatible one to make it perform normally.
Chrystalline > Do you have specifications?
tech > I am sorry, to get the exact information I suggest that you contact them so that you will be clear with the information.
Chrystalline > All right. You have a link for that as well, I assume?
tech > http://eservice.sony.com
Chrystalline > Thank you.
tech > You’re welcome.
tech > Is there anything else that I can assist you with?
Chrystalline > No, thank you.
tech > You’re welcome.
tech > It was a pleasure assisting you.
Oh, I’m sure.
tech > Good bye and take care.
tech > Have a nice day ahead.
Oddly phrased, but okay.
Please tell me I’m not the only one who sees the runaround in this. I asked a simple question; why couldn’t I get a simple answer? The only thing I got out of this is that the tech support didn’t have the answer. This whole exchange was massively frustrating, because he kept ignoring the question I was asking and going back to the baby steps of troubleshooting the symptoms. I get doing that with people who don’t know anything about computers, but I know troubleshooting. I do that before I ever contact support. There needs to be a way to connect tech savvy users with tech savvy support personnel, because this is ridiculous.
January 13th, 2008 at 7:11 am
I still remember the other time that you called tech support, about the hard drive issue, when I was there. Thinking of that still cracks me up.
January 13th, 2008 at 8:20 pm
Oh, it gets better. Here’s what I sent the site he linked:
This is what I got today:
Along with a disclaimer specifying that it’s intended for the recipient and if you receive it in error to disregard. What is it with these guys? I actually know a bit about my computers, and when I have a problem, I check the web first. Google and Ask are really good sources for technical problems! I only go to them for the things that only they know about their systems.
If you’ll note, nowhere in that message does it actually answer the question I asked. Further, the link to the replacement parts? Look at this. You have to be kidding me. Even if it is a newer version, that price is ridiculous, and there are NO technical specifications given. You’re supposed to take it on faith that it’s the one you need.
These people are driving me nuts. I think I hate them worse than Paypal.
January 14th, 2008 at 10:55 pm
Oh for pity’s sake.
Dear Sony: I want a Wii.
January 21st, 2008 at 11:07 pm
More chatter at the LJ version.
July 22nd, 2008 at 4:15 pm
Drives you f_ _ _ in’ nuts does it not? I had an “adventure” like that several months ago at a “Robert Allen” website. I would ask questions and all I got was stupid generic answers. I started to get suspicious and asked if I was talking to a real person and the answer was “I’m a live virtual agent”, which is just a slimy way of saying “no, but maybe I can fool a few people and sell them something at the same time.”
After I figured it out, I ??? Well, what DO you do to get back at a machine? Don’t go back (I don’t) and pass the word around about what a scummy outfit you’re dealing with. That’s about all there is I guess. (Then when business gets a little tough they’ll ask “What did we do?” and of course, we won’t care)