Subject: Added torque start-up ROMS for old Quantum drives (A)
Date: Fri, 19 Jun 92 08:19:23 EDT
From: Ephraim Vishniac <ephraim@Think.COM>
A few weeks back, someone posted information suggesting that for
those of us with old Quantum drives which appear to have problems
starting when cold, there is a ROM update available.
I would appreciate any specifics anyone has on this...
SERVICE NOTICE: 20MB/40MB HARD DRIVE REPAIR EXTENSION PROGRAM
( Copyright 1991, Apple Computer Inc.)
OVERVIEW
We have discovered that a certain batch of half-height internal 3.5" 20MB and
40MB hard drives and some external 3.5" 20MB and 40MB drives may have been
subjected to disk media contamination. These drives may experience a number of
different symptoms, as fully described later on in this notice. To address this
problem, Apple is offering a 20MB/40MB Hard Drive Repair Extension Program for
customers and Service Providers with drives manufactured four years ago or
later that meet all the criteria below. A new drive, P/N 661-1629, has been
substituted for the problem drives.
DRIVE IDENTIFICATION INFORMATION
* Definition of 20MB/40MB Symptoms
* Stiction problems: Platter does not spin up after drive has been powered
down for period of time.
* Head crashes: Drive may or may not mount, and data may be corrupted.
* Soft errors: Disk continually goes in and out of seek mode.
* Model and Serial Number
The affected 20MB and 40MB drives were manufactured in Macintosh( SE, Macintosh
SE/30, Macintosh II, Macintosh IIx, Macintosh IIcx/IIci, and Macintosh IIfx
computers. The problem also affects some external 3.5" 20MB and 40MB
configurations. Additionally, these drives were used as Service repair modules
under P/N 661-0612 (20MB) and P/N 661-0464 (40MB). Because of the problem, all
new and existing orders for 20MB drives (P/N 661-0612) will automatically
receive a 40MB drive (P/N 661-1629).
If you have any questions regarding qualification of a failed 20MB or 40MB
drive, contact Technical Operations for further clarification.
* How To Identify Affected 40MB Drives
1) Symptoms of affected drives (one or more of the following):
* Stiction problems
* Head crashes
* Soft errors
2) Serial number indicating the drive is less than four years old. See the
chart below for qualifying dates and serial numbers.
3) Model number: SRD2040
* How To Identify Affected 20MB Drives
1) Symptoms of affected drives (one or more of the following):
* Stiction problems
* Head crashes
* Soft errors
2) Model number: SRD2020 (Note: All drives with this model number are
eligible throughout the life of this program. Serial number matching is
not required.)
RETURNING AND REPLACING HARD DRIVES
* Customer Repair
The program covers free replacement of a customerUs qualified failed 20MB
(P/N 661-0612) or 40MB (P/N 661-0464) hard drive until August 15, 1993. In
return, the customer will receive a 40MB hard drive (P/N 661-1629).
Guidelines for Submitting Repair Claims
Use the following guidelines for determining how to fill out the Warranty
information area of an Apple Authorized Transaction Form when returning a
20MB or 40MB drive for repair:
* In-Warranty Repairs:
Some 20MB and 40MB drives are still under Apple warranty. When returning
these drives for repair, always claim RIn-WarrantyS on the transaction
form.
* Out-of-Warranty Repairs:
- If the drive is Out-of-Warranty and displays the symptoms described
above, claim this repair extension program on the transaction form.
- If the drive is ROut-of WarrantyS and does not display the symptoms
described above, claim ROut-Of WarrantyS on the transaction form. In
addition, note that if the drive is a 20MB drive (P/N 661-0612), the
customer will receive the replacement 40MB drive (P/N 661-1629) at the
current 40MB price.
When replacing one of the qualified hard drives, do the following:
1) Replace the failed hard drive with the replacement module (P/N 661-1629).
Refer to the Technical Procedures for complete installation instructions.
2) Record the following information on an Apple Authorized Transaction Form
to obtain Tier 2 reimbursement and Parts Credit for each failed hard drive
exchanged:
* Customer/company information
* Date the system was received
* The Apple product name the drive was bundled with
* Repair Extension Authorization code 2DS406; (Reference this code
in the Repair Extension Code area.)
* The part number, description, and Repair Confirmation Code (RCC)
for the hard drive.
All valid claims must include this information. Refer to the Repairing
section of the August Service Programs manual for more information on
completing an Apple Authorized Transaction Form.
* Service Stock
If you have a hard drive in your Service inventory with the serial number
and/or model number identified above, return the drive to Apple through the
Service Return Material Authorization (SRMA) process. Contact Apple Customer
Service to receive the SRMA approval and number. Remember, the SRMA number
must be written on the outside of each package.
OUT OF WARRANTY REIMBURSEMENT
Reimbursement is offered to customers who paid for Out-of-Warranty hard drive
repairs performed by Authorized Apple Service Providers prior to August 16,
1991. Apple requires that customers submit the following information by
February 29, 1992 to qualify for reimbursement:
* Proof of purchase
* An Apple Authorized Transaction Form that includes the following:
- Name of the Service Provider performing the repair
- Date of the repair
- Parts used in the repair
- Cost of the repair
* Proof of the repair payment (cancelled check, credit card slip,
or paid invoice)
Customers should submit all of this information to:
Apple Computer, Inc.
Attn: 20MB/40MB Hard Drive Repair Extension Program
P.O. Box 172243
Denver, CO 80217
Please advise customers to allow 6 to 8 weeks for processing their returns.
If they have any questions concerning their claims, they should call
(303) 297-2321.
PROGRAM INFORMATION
Repair extension information for this program has been added to this monthUs
Product Notices section of the Service Programs manual. If you have any
questions regarding this program, contact your Customer Service Specialist at
(408) 559-6444.
Apple Support icon
Service & Support folder
Service Notices folder
This Month's Service Notices - Reseller folder
20MB/40MB HARD DRIVE REPAIR EXTENSION PROGRAM
8/15/91
______
IMPORTANT!
CLARIFICATION TO THE 20MB/40MB HARD DRIVE REPAIR EXTENSION PROGRAM
Copyright 1991, Apple Computer, Inc.
After additional review of the 20MB/40MB Hard Drive Repair Extension Program
Service notice, there is a point that we need to clarify.
SERVICE NOTICE
In the "Drive Identification Information" section and later throughout the
notice, we state that drives affected by media contamination exhibit "soft
errors." However, soft errors usually cannot be detected by customers, since
in general soft errors are not detectable. But, customers will detect a head
crash, which can be a result of excessive soft errors.
As a result of this clarification, the 20MB/40MB Hard Drive Repair Extension
Program will only honor claims for the symptoms described below, which modify
or replace the symptoms in the Service notice:
1) Stiction problems, exhibited by the drive failing to spin up after being
powered down for a period of time
2) Head crashes, exhibited by a loud, metallic scraping noise at spinup
If you have a customer with a failed drive that meets the serial number and
model number requirements, but does not meet the symptom requirements stated
above, please call your Technical Operations Representative.
There is also some confusion over the age of the drives covered by this Repair
Extension Program. We state that "drives manufactured four years ago or later"
will be covered. To clarify, this means that drives that are no more than four
years old will be covered by this program. To determine the age of the drive,
please refer to the "Model and Serial Number" section in the Service notice to
find information on reading the date code.
SERVICE PROGRAMS MANUAL
Since the incorrect symptom information is also included in your printed
Service Programs manual update, please manually correct this information until
we send you updated pages. (The AppleLink versions of the August Service
Programs manual update contain the corrected information.)
To correct your manual:
* Cross out the last bullet under the RDrive Identification Information:
Definition of 20MB/40MB SymptomsS section of the 20MB/40MB Hard Drive
Repair Extension Program (page 8.7.1), which is a duplicate of the
incorrect information in the Service notice. The information that needs
to be removed begins with RSoft errors.S
* Make the same deletion and correction under RHow To Identify Affected 40MB
DrivesS (page 8.7.1).
* Make the same deletion and correction under RHow To Identify Affected 20MB
DrivesS (page 8.7.2).
Thank you for your cooperation in this matter. We apologize for any
inconvenience this may have caused you.
Apple Support icon
Service & Support folder
Service Notices folder
This Month's Service Notices - Reseller folder
CLARIFICATION TO THE 20MB/40MB HARD DRIVE REPAIR EXTENSION PROGRAM
8/15/91