CONTACTS
0201 - Ascendtech, Inc
020101 - Mr. Steve LastName; Technical Agent
020103 - Technical Assistance Department
SUBJECTS
C21 Video Card Replace $403.28 Fry's Invoice 8181114 Dated 130506 Fu
05 00101 BW 130404cs 130506cc **Not Found**
05 00101 CN IC 00039 BW 130404cl 130506cc **Not Found**
05 00101 PC BW 130404co 130506cc **Not Found**
05 00469 BW 130404cr 130506cc **Not Found**
2907 -
2907 - ..
2908 - Summary/Objective
2909 -
290901 - Follow up ref SDS 69 0000. ref SDS 68 0000.
290902 -
290903 - Notified Ascendtech of cost to fix c21 video card damaged during
290904 - shipping and received on 130430, proposed by Fry's on 130503, in the
290905 - amount of $403. ref SDS 0 PQTR Steve proposed that instead of Fry's
290906 - fixing the video card, c21 should be shipped back to Ascendtech in
290907 - Ohio for correcting product defects and ship back to the customer in
290908 - California at total cost of approximately $752. ref SDS 0 IL4R Since
290909 - Fry's proposal is $350 less than Ascendtech's offer, and since the
290910 - work can be completed in a few days by Fry's, and shipping to and from
290911 - Ohio will take several weeks, placed order to replace damaged video
290912 - card with Fry's to mitigate damages owed by Ascendtech. ref SDS 0 K47J
290913 - Paid Fry's $403.28 to fix the video card. ref SDS 0 873J Visited
290914 - Fry's in late evening, and found no work performed on the order.
290915 - ref SDS 0 5P9H
290916 -
290917 -
290918 -
290919 -
290921 - ..
2910 -
2911 -
2912 - Progress
2913 -
291301 - Ascendtech Requests Status Resolving Video Problems C21
291302 -
291303 - Follow up ref SDS 69 GE4L, ref SDS 68 GE4L.
291304 -
291305 - Called Ascendtech and talked to Anna.
291307 - ..
291308 - Anna said Val is on vacation this week. She tried transferring the
291309 - call to Steve, but his line is busy. Anna said to hold the line a
291310 - minute and she will go ask Steve how long his call will be and if Rod
291311 - should hold, or Steve will call back.
291313 - ..
291314 - Anna said Steve feels his call is nearly complete, so can the customer
291315 - wait online for a minute or so.
291317 - ..
291318 - Agreed.
291319 -
291321 - ..
2914 -
2915 -
2916 - 1113
2917 -
291701 - Anna came back online and said she can transfer the call to Steve.
291702 -
291703 - Talked to Steve.
291705 - ..
291706 - Steve said he saw there was a letter to him on c21 situation, but he
291707 - has not had time to read the record.
291709 - ..
291710 - Steve read the record on 130503 1511, ref SDS 68 4R8I, and cited in
291711 - the letter to him the next day on 130504 1550. ref SDS 69 GE4L
291713 - ..
291714 - We reviewed together during the call Fry's findings that the video
291715 - adpater circuit board is defective, and that c21 passes all tests with
291716 - a good video card, as reported in Fry's SRO 196457 received in the
291717 - record on 130503 1511. ref SDS 68 4R8I
291719 - ..
291720 - Steve cited Fry's quote to replace the video card for total cost to
291721 - customer of $403.28, and further that the customer has already
291722 - expended $69.99 for diagnostic expense to determine c21 failed on
291723 - receipt from Ascentech (previously reported to Steve in the call on
291724 - 130430 1315, ref SDS 65 EK4K), and as shown in the record on 130503
291725 - 1511, ref SDS 68 L14N
291727 - ..
291728 - We calculated total expense to identify and repair product defects at
291729 - this time is....
291730 -
291731 - Diagnostics..................... $ 69.99
291732 - Replace video card.............. 403.28
291733 -
291734 - Total cost of repairs........... $473.27
291736 - ..
291737 - Steve noted Ascendtech charged the customer $314.99 installed for the
291738 - Radeon 7950 graphics adapter in order 368873 executed on 130313 1130.
291739 - ref SDS 39 PUQT
291741 - ..
291742 - Steve explained the customer can ship c21 back to Ascendtech in
291743 - Wiloughby, Ohio again, and Ascendtech will replace the video adapter,
291744 - and ship back to customer, which may take another 15 - 20 days. This
291745 - will incur shipping expense of another $237 (2x118.50), shown by UPS
291746 - invoice on 130410 0724, ref SDS 54 P484, under RMA CQ-44797. In
291747 - addition to shipping charges, there is clear and present risk that
291748 - further shipping risks additional damage to c21, which will increase
291749 - costs by another several hundred dollars.
291751 - ..
291752 - Estimated cost for Ascendtech to perform repairs...
291753 -
291754 - Shipping............................. $237.00
291755 - Replace video card................... 314.99
291756 - Risk other damage.................... 200.00
291757 -
291758 - Total expense Ascendtech repairs..... $751.99
291760 - ..
291761 - This record indicates the most economical and expedient solution with
291762 - minimal risks is to hire Fry's to make the repairs, saving Ascendtech
291763 - approximately $280.
291765 - ..
291766 - Steve explained that Val handles claims on defective products, and
291767 - that Ascendtech prefers that customers pay for fixing errors of
291768 - workmanship, components and shipping.
291770 - ..
291771 - Val is on vacation for a week.
291773 - ..
291774 - Advised Steve that since the most economical solution to mitigate
291775 - damages in this case is to accept Fry's offer, shown by calculations
291776 - above, ref SDS 0 FT6O; and, since the order is already weeks behind
291777 - scheduled completion, and since risk of further shipping damage can be
291778 - avoided by local performance of the work, the customer will notify
291779 - Fry's to proceed, and submit a letter to Ascendtech showing
291780 - entitlement to credit on order 368873 in total amount of $473.27.
291781 -
291782 - [On 130507 1352 received c21 after Fry's demonstrated
291783 - product defects corrected by replacing video card on SRO
291784 - 196457 after paying $403.28 on invoice 8181114. ref SDS 70
291785 - 5R4G
291787 - ..
291788 - Steve said to send the letter and he will acknowledge customers
291789 - decision. Final resolution on payments will be reviewed by Val on
291790 - return from vacation next week.
291792 - ..
291793 - Thanked Steve for assistance last week attempting to resolve product
291794 - defects during telephone call, and for timely attention today on
291795 - completing this transaction, so that c21 can be plaed into production
291796 - as soon as possible.
291797 -
291799 - ..
2918 -
2919 -
2920 - 1508
2921 -
292101 - Fry's Quote 1779003 on SRO 196457 $403 Approved Fix Defective Video Card
292102 -
292103 - After talking to Steve, later went to Fry's and talked to...
292104 -
292105 - Ken Uy
292106 - Service Coordinator
292107 - Fry's Electronics Store #24
292108 - 1695 Willow Pass Road
292109 - Concord, CA 94520
292110 - 925 852 0342 ex 45
292112 - ..
292113 - Ken will install new video card recommended by Fry's during the
292114 - meeting with Jeff last week on 130503 1511. ref SDS 68 L14N
292116 - ..
292117 - As noted in the record on 130503, switching to NVIDIA video adapter
292118 - may solove problems on c18 the past 6 months or so where operating
292119 - system reports video configuration persistently fails and notice to
292120 - install Catalyst Control device driver. ref SDS 68 XI6J
292122 - ..
292123 - Ken submitted a document....
292124 -
292125 - 1. Fry's Electronics
292126 - Store 24
292127 -
292128 - 2. Status Sheet
292130 - ..
292131 - 3. Date................................ 130506
292133 - ..
292134 - 4. SRO................................. 196457
292136 - ..
292137 - 5. PMT #............................... NA
292139 - ..
292140 - 6. Customer Name.......................
292144 - ..
292145 - 7. Status WIP.......................... In-store
292147 - ..
292148 - 8. Store Check-in date................. 130430 1624......... ref SDS 65 RV4O
292150 - ..
292151 - 9. Product Description................. Won't Post
292153 - ..
292154 - 10. Current Status Notes................
292155 -
292156 - On 130506 customer purchased MSI 660 TI Twin FrozrIII. Please
292157 - install and test.
292159 - ..
292160 - I turn the unit on and I got lines on the screen.
292162 - ..
292163 - I replaced the video card with another one and it's working
292164 - fine. So PC has bad video card.
292166 - ..
292167 - 11. Problem Resolution
292168 -
292169 - PC has bad video card.
292171 - ..
292172 - Problem verified by swapping with known good video card.
292173 - Price to replace with comparable video card (MSI GTX-660TI
292174 - nVidia) is $403.28 that is product cost plus labor, plu for
292175 - product is 7545226 plus the video card install plu.
292177 - ..
292178 - 12. Assigned to......................... Dheaa Alwaheed
292179 -
292180 -
292181 -
292183 - ..
2922 -
2923 -
2924 - 1533
2925 -
292501 - Ken submitted another form...
292503 - ..
292504 - CUSTOMER QUOTATION
292505 -
292506 - 1. Please bring this quote to a front checkout register to
292507 - complete transaction.
292508 -
292509 - 2. Fry's Electronics
292510 - Service Department
292511 - Concord Store #24
292512 - 1695 Willow Pass Road
292513 - Concord, CA 94520
292514 - 925 852 0300
292516 - ..
292517 - 3. Quote........................... 1779003
292518 - 4. Version......................... 1
292519 - 5. Sales Associate................. Uy, Kenneth T, 128534
292520 - 6. Customer........................ 45387870
292521 - 7. Date............................ 130506 153743
292523 - ..
292524 - 8. PLU............................. 7545226
292525 - Item Description................
292527 - ..
292528 - MSI GTX660 Ti TF 3GB
292529 - Twin FrozrIII Edition 3GB
292530 - Core Clock...................... 967 MHz
292531 - N660 TF 3GD5/OC
292533 - ..
292534 - Price........................... $329.99
292536 - ..
292537 - 9. PLU............................. 2760937
292538 - Item Description................
292540 - ..
292541 - Video card install
292542 - New system customer owned
292544 - ..
292545 - Price........................... $ 39.99
292547 - ..
292548 - 10. Sales tax....................... 33.30
292550 - ..
292551 - 11. Total due....................... $403.28
292553 - ..
292554 - 12. Sales Associate................. Uy, Kenneth T, 128534
292555 -
292556 - [On 130507 1352 received c21 after Fry's demonstrated
292557 - product defects corrected by replacing video card on SRO
292558 - 196457 after paying $403.28 on invoice 8181114. ref SDS 70
292559 - 5R4G
292560 -
292562 - ..
292563 - Ken said to take the quotation to the sales counter and pay for the
292564 - work in advance.
292565 -
292566 -
292567 -
292568 -
292570 - ..
292571 - C21 NVIDIA Twin FrozrIII 3GB Video Card Pay Invoice 18171843
292572 - Paid $403.28 Invoice 8171843 Replace Defective Video Card C21
292573 -
292574 -
292575 - Went to Fry's Cashier Checkout Counter and paid for system
292576 - diagnostics....
292578 - ..
292579 - Invoice......................... 8181114
292580 -
292581 - 1. Fry's Electronics
292582 - Service Department
292583 - Concord Store #24
292584 - 1695 Willow Pass Road
292585 - Concord, CA 94520
292586 - 925 852 0300
292588 - ..
292589 - 2. Date........................ 130506 154054
292591 - ..
292592 - 3. Customer.................... 45387870
292594 - ..
292595 - 4. Merchant.................... 172188025990
292597 - ..
292598 - 5. Item........................ 7545226
292599 - UPC......................... 816909102062
292601 - ..
292602 - NVIDIA MSI
292603 - GeForce GTX 660 Ti TF 3GB
292604 - Twin Frozr Edition 3GB
292605 - Core Clock 967 MHz
292606 - N660 TF 3GD5/OC
292608 - ..
292609 - Research on Interent found product specs...
292610 -
292611 - MSI NVIDIA Geforce GTX 660 Ti 3GB GDDR5 OC
292612 - 2DVI/HDMI/DisplayPort PCI-Express Video Card N660TI TF
292613 - 3GD5/OC
292614 -
292615 - http://ebindle.com/MSI-NVIDIA-Geforce-GTX-660-Ti-3GB/p/54ce645b892a32a1c8df31ca
292617 - ..
292618 - Interface............ PCI Express 3.0 x16
292619 - Max. Resolution...... 2560 x 1600
292621 - ..
292622 - This is less than 4K resolution: 3840 x 2160
292624 - ..
292625 - Amount.......................... $329.99
292627 - ..
292628 - Assoc............... 128534
292630 - ..
292631 - 6. Item........................ 2760937
292632 -
292633 - Video card install
292635 - ..
292636 - Amount.......................... 39.99
292638 - ..
292639 - Assoc............... 128534
292641 - ..
292642 - Sales tax 9%..................... 33.30
292644 - ..
292645 - 7. Total........................... $403.28
292646 -
292647 - [On 130507 1352 received c21 after Fry's demonstrated
292648 - product defects corrected by replacing video card on SRO
292649 - 196457 after paying $403.28 on invoice 8181114. ref SDS 70
292650 - 5R4G
292652 - ..
292653 - [On 130509 0821 c21 required scaling adjustment to fit
292654 - desktop for Samsung 55" screen. ref SDS 71 B18H
292655 -
292657 - ..
292658 - Posted expense ledger...
292659 -
292663 - ..
292664 - This repair expense adds to prior payment of $69.99 for diagnostic to
292665 - evaluate problems with c21, shown on 130430 1315. ref SDS 65 873J
292667 - ..
292668 - Total paid to repair defective system c21...
292669 -
292670 - Fry's invoice 8171843 on 130430........ $ 69.99 ....... 130430, ref SDS 65 873J
292671 - Fry's invoice 8181114 on 130506........ $403.28 ....... 130506, ref SDS 0 7O4L,
292672 - -------
292673 - Total damages.......................... $473.27
292674 -
292676 - ..
292677 - Took the invoice with the receipt back to Ken at the Service Center.
292679 - ..
292680 - Ken said Fry's will install the card and call to notify the customer
292681 - to pickup c21.
292683 - ..
292684 - Asked how long the work takes?
292686 - ..
292687 - Ken said about 20 minutes. He explained the Service Department has
292688 - several orders currently being worked. He said that since this order
292689 - takes only 20 minutes, Fry's may complete the work later today, so the
292690 - customer can receive c21 later this evening.
292692 - ..
292693 - Thanked Ken for timely work.
292694 -
292695 - [On 130507 1352 received c21 after Fry's demonstrated
292696 - product defects corrected by replacing video card on SRO
292697 - 196457 after paying $403.28 on invoice 8181114. ref SDS 70
292698 - 5R4G
292699 -
292700 -
292701 -
292702 -
292704 - ..
2928 -
2929 -
2930 - 1931
2931 -
293101 - Visited Fry's and talked to Steve.
293102 -
293103 - Steve checked Fry's computer system. He could not determine if Fry's
293104 - completed work on SRO 196457 to install video adapter. Steve said
293105 - Fry's computer is very slow this evening. He continued trying for
293106 - about 10 minutes, and finally found a record on SRO 196457. Steve
293107 - said Fry's record does not show the status on the SRO. We waited
293108 - another 5 minutes, while Steve waited for Fry's network system to
293109 - report status.
293111 - ..
293112 - While standing at the counter, noticed c21 seemed to be on the lower
293113 - shelf near the floor, with the box on top labled NVIDIA Twin FrozrIII
293114 - 660 TI video circuit board.
293116 - ..
293117 - Steve walked down the aisle and found c21. He examined the
293118 - documentation. He then opened the box with the video card and
293119 - advised it has not yet been unsealed from the original packaging,
293120 - indicating no work has been performed.
293122 - ..
293123 - Steve appologized for long delays. He said computer should be
293124 - completed tomorrow.
293126 - ..
293127 - Thanked Steve for taking so much time to provide status report.
293128 -
293129 - [On 130507 1352 received c21 after Fry's demonstrated
293130 - product defects corrected by replacing video card on SRO
293131 - 196457 after paying $403.28 on invoice 8181114. ref SDS 70
293132 - 5R4G
293133 -
293134 -
293135 -
293136 -
293137 -
293138 -
293139 -
293140 -
293141 -
2932 -
Distribution. . . . See "CONTACTS"