Contacting Your Supplier

Our products provide configuration details, statistical information, and identification details. There are literally hundreds of reportable items for most common peripherals. You can use this information to answer any questions your technical support contact should have regarding the problem you are seeing. With this information you should have no problems expressing the problems you are having.

Here are some other things to consider when contacting your supplier supplier:

•	Warranty periods vary. Your supplier might only offer 90 days, where the manufacturer offers 5 years.

•

If you have an OEM device (i.e, a HP-branded Seagate disk drive), then the original manufacturer (Seagate) typically will not repair or replace the drive, nor are they obligated to support you in any way. You will have to go to your supplier. OEMs have special firmware, get a discount based on volume, and are obligated to provide direct support.

•

A vast majority of the time, the problem with a disk comes down to operator error. They are improperly cabled, configured, or terminated. Sometimes the device drivers are improperly installed. Sometimes your tech support person may be skeptical because the last 100 drives they took back on a RMA turned out to be just fine. Just relax. We have never had a problem returning a drive if they were under warranty.

Page url: http://www.santools.com/santool/index.html?contactingyoursupplier2.htm