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
2903 -
2903 - ..
2904 - Summary/Objective
2905 -
290501 - Follow up ref SDS 74 0000. ref SDS 73 0000.
290502 -
290503 -
290504 -
290505 -
290506 -
290508 - ..
2906 -
2907 -
2908 - Progress
2909 -
290901 - Ascendtech Notified Pay Damages Repair C21
290902 -
290903 - Follow up ref SDS 74 GE4L, ref SDS 73 GE4L.
290904 -
290905 - Received letter to Ascendtech saying...
290906 -
290907 - 1. Subject: RE: Correct Defective SSD Software Driver C21 - Reconsider Claim $473.27 Defective Video Ascendtech order 368873 RMA CQ-44797
290908 - Date: Tue, 21 May 2013 14:05:30 -0500
290917 - ..
290918 - 2. I'm sorry, but I have nothing to do with accounting here
290920 - ..
290921 - 3. For accounting matters, price, cost, etc. You really need to
290922 - talk with Val I just work in the tech dept,,, I know allot
290923 - about computers, but nothing about accounting etc
290925 - ..
290926 - Steve seems to be responding to the letter submitted yesterday
290927 - requesting reconsideration of claim to recover from defective video
290928 - graphics circuit board, reported on 130520 1535. ref SDS 74 1A7H
290930 - ..
290931 - Since the letter was also submitted to Val, and since Val issued
290932 - decision to make only partial of damages, shown in Ascendtech letter
290933 - received yesterday on 130520 1535, ref SDS 74 GU78, then Val seems
290934 - like a good candidate to correct the error.
290936 - ..
290937 - Ascendtech letter continues...
290938 -
290939 - 4. The drives, on a sata system, can be set to any number, 0, 1,
290940 - etc , doesn't matter anymore With IDE, you usually wanted to
290941 - keep things in order,,, But sata, does not work that same way
290943 - ..
290944 - 5. And remember, it was worked on also, they might have unplugged
290945 - them when working on it, and put them back in differently But
290946 - again, it would not matter, they would not care how they
290947 - plugged them back in
290949 - ..
290950 - Steve seems to say the order connecting the drives is irrelevant to
290951 - system performance, responding to the question in a letter yesterday
290952 - on 130520 1535. ref SDS 74 1A75
290953 -
290954 - [...below on 130521 1233 at 1247 cite Ascendtech letter
290955 - claiming order of connecting disks 0, 1 and 2 does not
290956 - affect performance. ref SDS 0 H956
290958 - ..
290959 - Ascendtech letter continues...
290960 -
290961 - 6. As for drivers, I'm not sure what you mean ?
290962 -
290963 - Can you give me more detials ?
290965 - ..
290966 - This request conflicts with the letters to Ascendtech on 130516,
290967 - 130516 0931, ref SDS 73 ZN9M, which submitted the record on 130509
290968 - 0821. ref SDS 72 646L This was re-submitted yesterday on 130520 1535.
290969 - ref SDS 74 1A83
290971 - ..
290972 - Ascendtech letter continues...
290973 -
290974 - Maybe your talking about the sata controller drivers ?
290976 - ..
290977 - Drives, really don't have or take drivers
290979 - ..
290980 - Windows 7 Device Driver lists software drivers for Samsung 840 Pro
290981 - SSD, shown on 130509 0821. ref SDS 72 6V5J
290983 - ..
290984 - Ascendtech letter continues...
290985 -
290986 - A sata drive, can be used in different modes, AHCI etc
290988 - ..
290989 - Byt they have to be set up, for the mode you want to persoanlly
290990 - use
290992 - ..
290993 - 7. We ship them, in basic mode,,, AHCI mode is faster, but if you
290994 - lose the driver, if the system has a problem etc You loose
290995 - access to the drive,,, in basic mode, the drive will not loose
290996 - access Anyway, AHCI, is a choice, the customer has to decide on
290997 - But I don't know if that is what your asking about ?
290999 - ..
291000 - Ascendtech letter today conflicts with letters on 130516 and
291001 - 130520 submitting the record reporting Samsung diagnostics report that
291002 - SATA AHC1 is configured on c21 for Samsung 840 Pro SSD to yield
291003 - maximum performance. 130509 0821, ref SDS 72 435L
291005 - ..
291006 - Ascendtech letter continues...
291007 -
291008 - 8. About the warranty,,, pleasse remember, it is a warranty, not
291009 - insurance You said before, that if your car was in an accident
291010 - etc, you could take it anyplace, anywhere, for repair That is
291011 - actually insurance
291013 - ..
291014 - 9. With the warranty, we need to do the work, the warranty is from
291015 - us, for us to do the work etc Our policy, with respect to the
291016 - manufacturers, is that we do the work, and directly return any
291017 - no functioning hardware directly to them etc. Our contract
291018 - with them, says we will do the work, and does not authorize
291019 - anyone else
291021 - ..
291022 - There is nothing in the record presenting warranty terms and
291023 - conditions as set out in Ascendtech letter today.
291024 -
291025 -
291027 - ..
291028 - 10. Thank you,
291029 - Steve
291030 - Ascendtech Tech Support
291031 - Service: (216) 458-1101
291032 - Support: (216) 458-1104
291033 - Fax: (440) 946-1101
291034 - website: www.ascendtech.us
291035 - Operating Hours: Mon - Fri 9AM - 6PM Est
291036 -
291037 -
291039 - ..
2911 -
2912 -
2913 - 1247
2914 -
291401 - Sent letter responding to Ascendtech, and saying...
291402 -
291403 - 1. Subject: Correct Defective SSD Software Driver C21 - Claim $473.27 Defective Video Ascendtech order 368873 RMA CQ-44797
291404 - Date: Tue, 21 May 2013 12:55:48 -0700
291408 - ..
291409 - 2. Dear Steve and Val,
291411 - ..
291412 - 3. Have you received the failed video adapter circuit board
291413 - shipped last week? [...reported in letter to Ascendtech on
291414 - 130516 0931. ref SDS 73 ZN8L, and notice of UPS tracking number
291415 - was submitted to Ascendtech in a letter yesterday on 130520
291416 - 1535. ref SDS 74 1A67...]
291417 -
291418 - [On 130523 1646 received notice Ascendtech received
291419 - shipment defective video adapter card; request
291420 - documentation. ref SDS 75 GE4L
291422 - ..
291423 - [On 130526 1338 notified Ascendtech c21 received from
291424 - Ascendtech without manual and CD for video card.
291425 - ref SDS 78 QT6J
291427 - ..
291428 - Thanks for commenting on odd order connecting the 3 disks.
291429 - Your letter today seems to indicate Fry's changed the order.
291430 - Don't think that occurred [...responding to Ascendtech letter
291431 - earlier today shown above, ref SDS 0 918O...], because then
291432 - drive c with the operating system would not be recognized in
291433 - the boot sequence. It's not terribly important, just wondered
291434 - why it wound up this way.
291436 - ..
291437 - 4. Correspondence on the claim matter has been submitted to Val,
291438 - so expect he will address balance owed when his schedule
291439 - permits. [...referencing letter on 130516 0931, ref SDS 73
291440 - GE4L, and follow up letter sent yesterday on 130520 1535.
291441 - ref SDS 74 1A7H
291443 - ..
291444 - This responds to Ascendtech letter received earlier today that fails
291445 - to present evidence justifying partial payment for damages on product
291446 - defects, per above. ref SDS 0 GE4L
291448 - ..
291449 - Letter to Ascendtech continues...
291450 -
291451 - 5. On substandard performance of Samsung 840 Pro SSDs, detail was
291452 - submitted in the letter to Ascendtech on 130516, and the follow
291453 - up letter yesterday on 130520 citing Microsoft and Samsung
291454 - reports software drivers are incorrect, citing the record on
291455 - 130509. ref SDS 72 5W6L
291456 -
291457 - [...below on 130521 1233 at 1323 Ascendtech requests
291458 - "screen shots" of error message, which conflicts with the
291459 - record submitting error messages to Ascendtech. ref SDS 0
291460 - LL9H
291462 - ..
291463 - 6. BIOS shows SATA mode was set to AHCI by Ascendtech in the
291464 - factory. Samsung diagnostics say c21 was assembled by
291465 - Ascendtech for 840 Pro SSDs to produce rated performance.
291466 - Since performance is less than 50%, then software drivers are
291467 - substandard. After reading the record on Microsoft and Samsung
291468 - diagnostics, please call to discuss.
291469 -
291470 - [On 130524 0754 meeting with Morris - found 2 Samsung 840
291471 - Pro SSD disks connected to gray port labled "SSD" on
291472 - motherboard, ref SDS 77 TS34; Internet research indicated
291473 - this connector labled "Marvell Serial ATA 6GB/s" in the
291474 - Asus manual may actually be a 3GB/s Silicon Image
291475 - connector, ref SDS 77 WI9H; therefore switched cables to
291476 - brown Intel X79 Serial ATA 6GB/s connectors, and this
291477 - increased performance about 100%. ref SDS 77 1E8O
291478 -
291484 -
291486 - ..
2915 -
2916 -
2917 - 1323
2918 -
291801 - Received letter from Ascendtech saying...
291802 -
291803 - 1. Subject: RE: Correct Defective SSD Software Driver C21 - Claim $473.27 Defective Video Ascendtech order 368873 RMA CQ-44797
291804 - Date: Tue, 21 May 2013 16:14:04 -0500 1314 PDT
291808 -
291810 - ..
291811 - 2. Hello
291813 - ..
291814 - 3. Thank you
291816 - ..
291817 - 4. But I'm still not sure what the driver problem means
291819 - ..
291820 - Ascendtech responds to the letter submitted earlier today, shown
291821 - above. ref SDS 0 H962
291823 - ..
291824 - Ascendtech letter continues...
291825 -
291826 - 5. Could you take a screen shot of the error or message you are
291827 - getting ?
291829 - ..
291830 - Ascendtech having difficulty reading the record on Microsoft Windows 7
291831 - Action Center reporting the driver problem is causing Samsung 840 Pro
291832 - SSD to perform at 400/180 MB/s read write well below rated performance
291833 - of 540/520 MB/s, shown in the record on 130509 0821. ref SDS 72 H16F
291835 - ..
291836 - Requesting "screen shot" of error message conflicts with the record
291837 - submitting test results performed in the record on 130509 0821.
291838 - ref SDS 72 646L
291840 - ..
291841 - Ascendtech letter continues...
291842 -
291843 - 6. With SATA, it no longer matters how the drives are plugged in
291844 - I'm not saying they changed it, but it is possible they may have
291845 - As they should know, it doesn't matter how they are plugged in
291847 - ..
291848 - 7. Neither us, or them, would try to plug them in, in any certain
291849 - way or manor
291851 - ..
291852 - This matter is resolved as shown in the letter sent to Ascendtech
291853 - earlier today, per above. ref SDS 0 H956
291854 -
291856 - ..
291857 - 8. Thank you,
291858 - Steve
291859 - Ascendtech Tech Support
291860 - Service: (216) 458-1101
291861 - Support: (216) 458-1104
291862 - Fax: (440) 946-1101
291863 - website: www.ascendtech.us
291864 - Operating Hours: Mon - Fri 9AM - 6PM Est
291865 -
291867 - ..
2919 -
2920 -
2921 - 1328
2922 -
292201 - Submitted another letter to Ascendtech saying...
292202 -
292203 - 1. Subject: Re: Correct Defective SSD Software Driver C21 - Claim $473.27 Defective Video Ascendtech order 368873 RMA CQ-44797
292204 - Date: Tue, 21 May 2013 13:32:53 -0700 PDT
292208 - ..
292209 - 2. Dear Steve and Val,
292211 - ..
292212 - 3. Your request for "screen shot" of Microsoft W7 error message is
292213 - shown in the record on 130509, as stated previously, see line
292214 - AH0487. ref SDS 72 646L
292216 - ..
292217 - This responds to Ascendtech letter requesting "screen shots" of error
292218 - messages reporting poor performance of Samsund 840 Pro SSDs due to
292219 - incompatible software drivers, shown above. ref SDS 0 YW89
292221 - ..
292222 - Letter to Ascendtech continues...
292223 -
292224 - 4. Thanks for timely review. I'm off to a meeting until 1600 our
292225 - time, so there is time to review the record showing the screen
292226 - shot of Microsoft's message.
292228 - ..
292229 - 5. Since Val reported using this Samsung 840 Pro SSD and got good
292230 - results, he may have input on this issue.
292232 - ..
292233 - When the switch was made for c21 to install Samsung 840 Pro SSD,
292234 - Steve sent a letter saying Val supported this change because he
292235 - installed this SSD in his computer and benefited from significantly
292236 - increased performance, shown on...
292237 -
292243 -
292244 -
292246 - ..
2923 -
2924 -
2925 - 1920
2926 -
292601 - Received another letter from Ascendtech saying...
292602 -
292603 - 1. Subject: RE: Correct Defective SSD Software Driver C21 - Claim $473.27 Defective Video Ascendtech order 368873 RMA CQ-44797
292604 - Date: Tue, 21 May 2013 16:42:20 -0500 1441 PDT
292608 - ..
292609 - 2. Hello
292611 - ..
292612 - 3. I spoke to the person that built this system
292614 - ..
292615 - 4. He said, when it left here, there was no error, or window
292616 - saying there was anything wrong with a driver
292618 - ..
292619 - 5. I read the description,,, but a picture, might be more help
292621 - ..
292622 - Steve seems to report in his letter this afternoon that he read the
292623 - record on Microsoft Windows 7 Action Center reporting that the
292624 - software driver for Samsung 840 Pro SSD is not compitable, shown on
292625 - 130509 0821, ref SDS 72 646L, and as presented in the letter to
292626 - Ascendtech earlier today, per above. ref SDS 0 IQ4K
292628 - ..
292629 - Ascendtech report on reading the record of product defects, causing
292630 - slow performance of Samsung 840 Pro SSD installed on c21, aligns with
292631 - prior notices to Ascendtech as follows...
292632 -
292633 - 130521 1233 at 1328.................. ref SDS 0 IQ4K
292634 - 130521 1233 at 1247.................. ref SDS 0 H962
292635 - 130520 1535 at 1814.................. ref SDS 74 1A83
292636 - 130516 0931 at 1814.................. ref SDS 73 ZN9M
292637 -
292638 - [...below on 130521 1233 at 2046 letter commends
292639 - Ascendtech for reading the record. ref SDS 0 UK40
292641 - ..
292642 - Ascendtech letter continues...
292643 -
292644 - 6. Do you remember, was the error being shown, when you received
292645 - the system ? When is the first time you saw it ?
292647 - ..
292648 - Case study receiving c21 shows...
292649 -
292650 - 1. C21 received from Ascendtech after
292651 - installing Samsung 840 Pro SSD disks,
292652 - and at that time, c21 failed; it was
292653 - unusable; and this was reported to
292654 - Ascendtech.............................. 130430 1315 at 1425. ref SDS 65 5A4L
292656 - ..
292657 - 2. C21 taken to Fry's for diagnostics...... 130430 1315 at 1616. ref SDS 65 SI7O
292659 - ..
292660 - 3. c21 received from Fry's with replaced
292661 - video graphics adapter circuit
292662 - board................................... 130507 1352 at 1430. ref SDS 71 5R4G
292664 - ..
292665 - 4. C21 configured for use.................. 130509 0821, ref SDS 72 0001
292667 - ..
292668 - 5. During system setup Windows 7 "Action
292669 - Center" notice was discovered as icon
292670 - accessible from taskbar................. 130509 0821. ref SDS 72 646L
292671 -
292672 -
292674 - ..
292675 - Ascendtech letter concludes...
292676 -
292677 - 7. Thank you,
292678 - Steve
292679 - Ascendtech Tech Support
292680 - Service: (216) 458-1101
292681 - Support: (216) 458-1104
292682 - Fax: (440) 946-1101
292683 - website: www.ascendtech.us
292684 - Operating Hours: Mon - Fri 9AM - 6PM Est
292685 -
292686 -
292688 - ..
2927 -
2928 -
2929 - 2046
2930 -
293001 - Submitted letter to Ascendtech saying...
293002 -
293003 - 1. Subject: Correct Defective SSD Software Driver C21 - Claim $473.27 Defective Video Ascendtech order 368873 RMA CQ-44797
293004 - Date: Tue, 21 May 2013 21:22:15 -0700
293009 - ..
293010 - 2. Dear Steve,
293012 - ..
293013 - 3. Thanks for your letter earlier today, shown above, reporting
293014 - review of the record configuring and testing c21, ref SDS 0
293015 - FI57, and Microsoft's "Action Center" report that the disk
293016 - controller is incompatible, shown on 130509 at line AH0456.
293017 - ref SDS 72 5W6L
293019 - ..
293020 - 4. Additionally, Samsung "Magician" diagnostics say SATA AHC1
293021 - settings should enable maximum performance of Samsung 840 Pro
293022 - SSD rated 540/520 MB/s read/write, but actual performance is
293023 - less than 50%.
293024 -
293025 - [On 130524 0754 meeting with Morris - found 2 Samsung 840
293026 - Pro SSD disks connected to gray port labled "SSD" on
293027 - motherboard, ref SDS 77 TS34; Internet research indicated
293028 - this connector labled "Marvell Serial ATA 6GB/s" in the
293029 - Asus manual may actually be a 3GB/s Silicon Image
293030 - connector, ref SDS 77 WI9H; therefore switched cables to
293031 - brown Intel X79 Serial ATA 6GB/s connectors, and this
293032 - increased performance about 100%. ref SDS 77 1E8O
293034 - ..
293035 - 5. Your review of the record today to understand problem scope is
293036 - the first step toward a solution.
293038 - ..
293039 - 6. Your letter further asks when this problem was first observed,
293040 - and was it recognized when c21 was received from Ascendtech?
293042 - ..
293043 - 7. See case study today. ref SDS 0 FI60
293045 - ..
293046 - 8. It shows c21 received from Ascendtech on 130430, and was
293047 - unusable, so nothing was observed. Repairs were completed on
293048 - 130507. Began using c21 on 130509, and at that time c21 SSD
293049 - tested 50% below rated performance. Microsoft and Samsung
293050 - report configuration errors. ref SDS 72 5W6L
293052 - ..
293053 - 9. Thanks very much for working this issue. Hope we can find a
293054 - solution to clear error reports and improve system performance.
293056 - ..
293057 - 10. Your assistance is greatly appreciated.
293058 -
293064 -
293065 -
293066 -
293067 -
293068 -
293069 -
293070 -
2931 -
Distribution. . . . See "CONTACTS"