CONTACTS
0201 - Ascendtech, Inc
020101 - Mr. Steve LastName; Technical Agent
020103 - Technical Assistance Department
SUBJECTS
C21 Receive Ascendtech Order 368873 RMA CQ-44797 Ship Customer Fedex
3603 -
3603 - ..
3604 - Summary/Objective
3605 -
360501 - Follow up ref SDS 63 0000. ref SDS 62 0000.
360502 -
360503 - Received c21 from Ascendtech via Fedex. ref SDS 0 GE4L Setup and
360504 - powered the computer, but encountered video problems and boot error
360505 - messages. ref SDS 0 HN8L Letter notified Steve at Ascendtech.
360506 - ref SDS 0 5A4L In a call, Steve suggested checking power and data
360507 - cable connections to disk 0. ref SDS 0 EK4K Found disconnected data
360508 - cable. Connecting the cable seemed to solve boot problem that
360509 - eliminated errro message, but Windows 7 desktop still fails to
360510 - display. ref SDS 0 IE60 Steve further suggested removing the video
360511 - graphics adapter and restoring to the motherboard slot. ref SDS 0 EQ3M
360512 - Tried this instruction, but it did not solve problems. ref SDS 0 EQ65
360513 - Took c21 to Fry's and paid $70 for initial diagnostic services. Fry's
360514 - will call tomorrow on findings. ref SDS 0 SI7O
360515 -
360516 -
360517 -
360519 - ..
3606 -
3607 -
3608 - Progress
3609 -
360901 - C21 Fedex Deliver Today from Ascendtech on RMA CQ-44797 Order 368873
360902 -
360903 - Follow up ref SDS 63 GE4L, ref SDS 62 GE4L.
360904 -
360905 - C21 shipped 130424 1105. ref SDS 63 XG6J
360907 - ..
360908 - Scheduled delivery today. ref SDS 63 MD5G
360910 - ..
360911 - Tracking information.............................. ref SDS 63 XB64
360913 - ..
360914 - Received from Fedex.
360915 -
360917 - ..
3610 -
3611 -
3612 - 1338
3613 -
361301 - Problems Video C21 after Ascendtech Work on RMA CQ-44797
361302 - Video HDMI Display Failed C21 after Ascendtech Work on RMA CQ-44797
361303 -
361304 - Removed from box and setup.
361305 -
361306 - Initially not getting screen with Vizio VM32 HDMI monitor.
361307 -
361309 - ..
3614 -
3615 -
3616 - 1347
3617 -
361701 - Try Samsung 55" monitor.
361702 -
361703 - Does not display.
361704 -
361706 - ..
3618 -
3619 -
3620 - 1407
3621 -
362101 - Tried Dell conventional monitor.
362102 -
362103 - Get corrupted screen with...
362104 -
362105 - 1. Three vertical lines about 1" wide an 4" apart
362107 - ..
362108 - 2. There are yellow horizongal lines running through vertical
362109 - lines about .1" apart and about 2" long.
362111 - ..
362112 - 3. All lines are blinking.
362114 - ..
362115 - 4. There 3 sets of horizontal blue lines about .5" deep and
362116 - running 50% across the screen. These blue lines have
362117 - purple vertical arrows filling the space.
362119 - ..
362120 - Problems C21 Boot Failed after Ascendtech Work on RMA CQ-44797
362121 - Boot Failed C21 after Ascendtech Work on RMA CQ-44797
362122 -
362123 - There are repeated messages saying...
362125 - ..
362126 - Reboot and Select proper boot device or insert boot media in
362127 - selected boot device and press any key.
362129 - ..
362130 - This record indicates the CPU was configured for testing and not
362131 - restored for customer use.
362132 -
362133 -
362135 - ..
362136 - Factory Defaults Not Reset C21 Overclock Criteria Not Restored
362137 -
362138 - BIOS opened - corrupted screen, per above, ref SDS 0 RL9L, but shows
362139 - in part...
362140 -
362141 - 1. Target DRAM Speed............ 1600 MHz
362143 - ..
362144 - This is not factor default.
362145 -
362146 - 2. AI Overclock Tuner........... XMP
362148 - ..
362149 - This is not factory defaults, indicating Ascendtech may have worked on
362150 - setting BIOS for overclock 4.8 GHz to restore condition configured on
362151 - 130404 1453, ref SDS 50 XV6I, and later shipped to Ascendtech on
362152 - 130410 0724. ref SDS 53 415G, and confirmed in letter to Ascendtech
362153 - the next day on 130411 1107. ref SDS 54 YU4H
362155 - ..
362156 - On 130419 1025 Ascendtech notified c21 factory defaults were restored.
362157 - ref SDS 60 GE4L
362159 - ..
362160 - Customer originally expected to get c21 returned in same condition
362161 - except for changing SSD disks, reported in letter to Ascendtech on
362162 - 130419 1025. ref SDS 60 UH48 Customer notified Ascendtech not to
362163 - attempt restoring overclocking to 4.8 GHz.
362165 - ..
362166 - Customer further notified Ascendtech that c21 was working "so well"
362167 - when shipped to Ascendtech for repairing problems with disks.
362168 - ref SDS 60 UH58
362169 -
362170 -
362171 -
362173 - ..
3622 -
3623 -
3624 - 1425
3625 -
362501 - Ascendtech Notified Problems C21 on RMA CQ-44797
362502 -
362503 - Submitted letter to Ascendtech saying...
362504 -
362505 - 1. Subject: C21 RMA CQ-44797 Received with Problems
362506 - Date: Tue, 30 Apr 2013 15:07:21 -0700
362510 - ..
362511 - 2. Dear Steve,
362513 - ..
362514 - 3. Please see the record showing problems booting c21 received
362515 - from Ascendtech via Fedex today. ref SDS 0 JM7H
362516 -
362517 - [On 130501 1548 received letter from Steve asking if
362518 - Ascendtech guidance on resolving video problems, shown
362519 - below, ref SDS 0 155K, was performed and what results
362520 - occurred; this question conflicts with the record
362521 - previously submitted to Steve with this letter, and showing
362522 - video graphics problems persist. ref SDS 64 024J
362524 - ..
362525 - [On 130503 1511 received another letter asking about
362526 - progress resolving video display problems. ref SDS 66 7C7G
362528 - ..
362529 - [On 130503 1511 at 1530 Fry's determined c21 has bad video
362530 - card and quotes $403 to fix the problem by installing equal
362531 - or better video adapter: NVIDIA MSI GTX-660TI 3GB.
362532 - ref SDS 66 4R8I
362534 - ..
362535 - 4. Please call before COB to assist resolution.
362536 -
362542 -
362543 -
362545 - ..
3626 -
3627 -
3628 - 1443
3629 -
362901 - Telecon Ascendtech Recommends Customer Make Corrections
362902 - Data Cable Disconnected Disk 0 SSD Correct Boot Failure
362903 -
362904 - Called Steve at Ascendtech.
362905 -
362906 - He is still at the office in Wiloughby, OH.
362908 - ..
362909 - Steve advised the 2nd problem of the computer failing to boot into
362910 - Widows 7 may indicate the data or power cables to the 1st disk drive
362911 - (disk 0) are not connected. Possibly pulled loose in shipping.
362913 - ..
362914 - Steve explained Ascendtech has had problems from damage during
362915 - shipping, especially from Ohio to the West Coast.
362917 - ..
362918 - Steve said to remove the cover and check these cables.
362920 - ..
362921 - On inspection it appears the black power cable is firmly connected,
362922 - but the data cable is disconnected.
362924 - ..
362925 - Steve said to connect the data cable and then power up the computer to
362926 - test for completing normal boot sequence to Windows 7 Ultimate
362927 - desktop.
362929 - ..
362930 - Explained that to access connecting the data cable had to remove the
362931 - power cable.
362933 - ..
362934 - Steve said to go ahead and disconnect the black power cable.
362936 - ..
362937 - Did that.
362939 - ..
362940 - Had difficulty connecting the data cable.
362942 - ..
362943 - Considered deferring this connection for an experienced technician at
362944 - Fry's.
362946 - ..
362947 - Steve explained the data cable can be difficult to connect because it
362948 - has to be carefully lined up with the connection slot on the back of
362949 - the disk.
362951 - ..
362952 - Explained it is hard to see alignment inside the case, so decided to
362953 - take c21 to Fry's and let an expert computer technician make this
362954 - connection.
362956 - ..
362957 - Steve insisted the customer can do this, and urged trying again.
362959 - ..
362960 - Finally seemed to get the data cable slipped into the data connection
362961 - slot for disk 0.
362963 - ..
362964 - Was able to reconnect the black power cable.
362966 - ..
362967 - Powered up c21, and this time did not get message saying to "Reboot
362968 - and connect proper boot device..., etc.," per above. ref SDS 0 FR5O
362969 -
362970 -
362972 - ..
362973 - Video Graphics Adapter Circuit Board Disconnect and Replace
362974 -
362975 - The vertical bars still occur during boot sequence, per above.
362976 - ref SDS 0 RL9L
362978 - ..
362979 - Additionally, the computer seemed to boot to the Windows desktop, but
362980 - icons and system task tray are not visible.
362982 - ..
362983 - Steve feels this indicates the video adapter circuit board came loose
362984 - from the motherboard during shipping.
362986 - ..
362987 - He recommended removing screws that fasten the video adapter to the
362988 - computer case, and then lifting the circuit board vertically about 1"
362989 - from the slot in the motherboard, and then restoring it.
362991 - ..
362992 - Explained again preference for taking this to Fry's and letting their
362993 - technicians do this repair.
362995 - ..
362996 - Steve suggested again the customer can do this.
362998 - ..
362999 - Removed the screws connecting the video adapter. Gripped the video
363000 - card at both ends and pulled with even pressure, however, the adapter
363001 - card came loose readily at the back end, but not the front end.
363003 - ..
363004 - Discovered a plastic clip holds the video adapter at the other end.
363005 - Afer pressing this down, it relieved the connection, and the video
363006 - card slipped easily from the motherboard slot.
363008 - ..
363009 - Pushed the video adapter circuit board back into the motherboard slot
363010 - and restored screw fasteners.
363012 - ..
363013 - Reconnected power to the computer and pressed the power button.
363015 - ..
363016 - The computer now only boots to the American Mega diagnostic screen,
363017 - and not to the Windows desktop, as before. The screen is more
363018 - corrupted now than previously.
363020 - ..
363021 - Steve feels this indicates the video adpater circuit board is causing
363022 - these problems. He recommended removing the card and replacing it 2
363023 - or 3 more times, and he feels this will solve the problem.
363024 -
363025 - [On 130501 1548 received letter from Steve asking if
363026 - Ascendtech guidance on resolving video problems, shown
363027 - below, ref SDS 0 155K, was performed and what results
363028 - occurred; this question conflicts with the record
363029 - previously submitted to Steve with this letter, and showing
363030 - video graphics problems persist. ref SDS 64 024J
363032 - ..
363033 - [On 130503 1511 received another letter asking about
363034 - progress resolving video display problems. ref SDS 65 7C7G
363036 - ..
363037 - [On 130503 1511 at 1530 Fry's determined c21 has bad video
363038 - card and quotes $403 to fix the problem by installing equal
363039 - or better video adapter: NVIDIA MSI GTX-660TI 3GB.
363040 - ref SDS 66 4R8I
363041 -
363042 -
363044 - ..
3631 -
3632 -
3633 - 1616
3634 -
363401 - Fry's SRO 196457 Perform System Diagnostics Determine Problems
363402 -
363403 - Visited Fry's.
363404 -
363405 - Talked to...
363406 -
363407 - Faisal Sako
363408 - Service Department Manager
363409 - Fry's Electronics
363410 - 1695 Willow Pass Road
363411 - Concord, CA 94520
363412 - 925 852 0300
363414 - ..
363415 - Faisal connected c21 to a monitor and powered the computer.
363417 - ..
363418 - There was a brief flash on the screen showing the 3 vertical lines as
363419 - occurred above. ref SDS 0 RL9L The screen then went blank.
363421 - ..
363422 - Faisal removed the cover and examined the interior of the case.
363424 - ..
363425 - He asked if the customer assembled the computer?
363427 - ..
363428 - Advised work was performed by Ascendtech in Ohio under order 368873
363429 - entered on 130313 1130. ref SDS 38 1E9K
363434 - ..
363435 - Faisal said Fry's will perform system diagnostic study to determine
363436 - repairs. The cost is $70.
363438 - ..
363439 - Agreed to this proposal.
363441 - ..
363442 - Faisal submitted a form for customer to present service scope
363443 - statement...
363444 -
363445 - 1. Fry's Electronics
363446 - Service Department
363447 - Concord Store #24
363448 - 1695 Willow Pass Road
363449 - Concord, CA 94520
363450 - 925 852 0300
363452 - ..
363453 - 2. To help us serve you better, please fill out the section
363454 - below. This information is for Fry's Electronic's internal
363455 - use only.
363457 - ..
363458 - 3. Thank you for choosing Fry's Electronics.
363460 - ..
363461 - 4. Date.................................... 130430
363463 - ..
363464 - 5. Have you previously had this item
363465 - in for service.......................... No
363467 - ..
363468 - 6. Your Name (Customer Company)............
363477 - ..
363478 - 7. Computer Password....................... None
363480 - ..
363481 - 8. Item type............................... Personal Computer
363483 - ..
363484 - 9. Manufacturer............................ Ascendtech
363486 - ..
363487 - 10. Any after market upgrade................ Yes
363489 - ..
363490 - 11. If yes, what............................ Samsung 840 Pro SSD
363492 - ..
363493 - 12. Please describe the problem your item is having...
363494 -
363495 - Video adapter seems to be failing. Multiple vertical bars
363496 - across screen corrupt display.
363498 - ..
363499 - W7 Ultimate - no desktop
363500 -
363501 - [On 130503 1511 Fry's called to report findings - bad video
363502 - card based on installing good card and c21 operates
363503 - correctly, passes all diagnostic tests. ref SDS 66 OV3F
363504 -
363505 - [On 130503 1511 at 1530 Fry's determined c21 has bad video
363506 - card and quotes $403 to fix the problem by installing equal
363507 - or better video adapter: NVIDIA MSI GTX-660TI 3GB.
363508 - ref SDS 66 4R8I
363510 - ..
363511 - Some problems and services will require system diagnostics,
363512 - which is done at an additional charge and is not covered by
363513 - the manufacturer's warranties and/or Performance Service
363514 - Contracts. Diagnostics charges are non-refundable and are due
363515 - prior to work beginning.
363516 -
363517 -
363519 - ..
363520 - Faisal submitted another form...
363522 - ..
363523 - Product Accessory Check List...
363524 -
363525 - 1. Fry's Electronics
363526 - Service Department
363527 - Concord Store #24
363528 - 1695 Willow Pass Road
363529 - Concord, CA 94520
363530 - 925 852 0300
363532 - ..
363533 - 2. SRO................................. 196457
363535 - ..
363536 - 3. Accessories ID...................... 111953
363538 - ..
363539 - 4. Brand............................... BYO
363541 - ..
363542 - 5. Product............................. Desktop
363544 - ..
363545 - 6. Model............................... BYO
363547 - ..
363548 - 7. Serial Number....................... BYO
363550 - ..
363551 - 8. Date................................ 130430
363553 - ..
363554 - 9. Name Company........................
363562 - ..
363563 - 10. Service Action...................... Received from customer
363565 - ..
363566 - 11. Notes............................... No accessories checked in
363568 - ..
363569 - 12. Customer Signature..................
363571 - ..
363572 - 13. Associate Name...................... Faisal Sako
363573 -
363574 -
363576 - ..
363577 - Faisal submitted more forms...
363579 - ..
363580 - Service Request Order (SRO) 196557 Paid $70 Invoice 8171843
363581 -
363582 -
363583 - 1. Store............................... 24
363584 -
363585 - 2. SRO................................. 196457
363587 - ..
363588 - 3. Date................................ 130430
363590 - ..
363591 - 4. Customer Information
363592 -
363593 - 1. Name............................
363596 -
363597 - 2. Address.........................
363605 - ..
363606 - 5. For Repair Status Call.............. 925 852 0341
363608 - ..
363609 - 6. Service Information
363610 -
363611 - 1. Checked In By (Assoc #)......... 139860
363612 -
363613 - 2. Time checked in................. 162431
363615 - ..
363616 - 7. Performance Service Contract Loaner Information
363617 -
363618 - I decline the use of the loaner offered by Fry's PS contract
363620 - ..
363621 - 8. Service Charges
363622 -
363623 - Diagnostic amount................... $69.99
363625 - ..
363626 - 9. Customer Authorization for Service
363627 -
363628 - Signature
363629 -
363630 -
363632 - ..
363633 - Faisal submitted another form...
363635 - ..
363636 - CUSTOMER QUOTATION
363637 -
363638 - 1. Please bring this quote to a front checkout register to
363639 - complete transaction.
363640 -
363641 - 2. Fry's Electronics
363642 - Service Department
363643 - Concord Store #24
363644 - 1695 Willow Pass Road
363645 - Concord, CA 94520
363646 - 925 852 0300
363648 - ..
363649 - 3. Quote........................... 1776243
363650 - 4. Version......................... 1
363651 - 5. Customer........................ 45387870
363652 - 6. Date............................ 130430 162659
363653 - 7. PLU............................. 2590411
363654 - 8. Item Description................
363655 -
363656 - Desktop PC
363657 - Checkin and diagnostics
363658 - Labor non-refundable
363660 - ..
363661 - 9. Price........................... $69.99
363662 - 10. Sales Associate................. Faisal Sako, 139860
363663 -
363665 - ..
363666 - Went to Fry's Cashier Checkout Counter and paid for system
363667 - diagnostics....
363668 -
363669 - Invoice......................... 8171843
363670 -
363671 - 1. Fry's Electronics
363672 - Service Department
363673 - Concord Store #24
363674 - 1695 Willow Pass Road
363675 - Concord, CA 94520
363676 - 925 852 0300
363678 - ..
363679 - 2. Date........................ 130430 163323
363681 - ..
363682 - 3. Customer.................... 45387870
363684 - ..
363685 - 4. Merchant.................... 172188025990
363687 - ..
363688 - 5. Item........................ 2590411
363689 -
363690 - Desktop PC
363691 - Checkin and diagnostic
363692 - Labor non-refundable
363694 - ..
363695 - Amount...................... $69.99
363697 - ..
363698 - 6. Item........................ 5953794
363699 -
363700 - Snacks cashews
363702 - ..
363703 - Amount...................... $ 2.99
363705 - ..
363706 - 7. Total....................... $72.98
363707 -
363709 - ..
363710 - Posted expense ledger...
363711 -
363715 - ..
363716 - Took the form back to Faisal at the Service Center.
363718 - ..
363719 - Faisal said Fry's will call in the morning to report findings and
363720 - recommendations.
363721 -
363722 -
363723 -
363724 -
363725 -
363726 -
363727 -
363728 -
3638 -
Distribution. . . . See "CONTACTS"