Path: utzoo!attcan!uunet!seismo!sundc!pitstop!sun!imagen!atari!towns
From: towns@atari.UUCP (John Townsend)
Newsgroups: comp.sys.atari.st
Subject: Re: Atari Customer "Service"
Message-ID: <1222@atari.UUCP>
Date: 8 Nov 88 16:19:52 GMT
References: <8811080315.AA03437@ucbvax.Berkeley.EDU>
Organization: Atari Corp., Sunnyvale CA
Lines: 53

in article <8811080315.AA03437@ucbvax.Berkeley.EDU>, MLS@s40.prime.COM says:
> 
> 
> Whoever posted that Atari Customer Service is helpful could not have called
> the same people I did!

I apologize for any problems that you had with our Customer Relations
or Technical Support Dept.

> I called Atari back and got the same girl (Is there only ONE customer
> service rep?)  She apologized, saying that there was a miscommunication
> between herself and the technician.  She then told me that I would
> have to talk to Chinon because it was not an Atari drive.  After I
> convinced her that she was still confused, she told me that I'd have to
> send in my entire 1040 for replacement, not just the mechanism.  When I
> asked why I could not turn in my external drive casing (I have already
> swapped the mechs and have this one in the ST itself) she said that they
> only swap complete units. (I was talking slowly and clearly - she sounded
> like she had no idea what a disk drive even was!!! She called it a hard
> drive three times.)
> 

Customer Relations only does replacements on complete units. We do not 
swap mechanisms. This is company policy. Also, there are several Customer
Service Representatives. If you call Atari again, please ask for the 
person's name (in both the Customer Relations and Tech Support Depts) and
let us know who this person is. We would like to correct the information
they are providing. This way we can improve the support we are providing.

> She finally gave up and gave me to her technical people when I asked her
> if I would get a Chinon back, or maybe a Sony - the drive Atari now
> uses.
> 

Our Manufacturing Facility uses a number of different mechanisms at any
given time. Therefore, we cannot quote you the type of mechanism that would
be in the drive returned to you. This varies depending on the drives we 
have in stock.

> I figured once and for all, I'd ask the technical people about a speed
> port on the Chinon.  The clown I spoke to didn't know either.  He said
> that only manufacturing people knew and that he was there only to answer
> technical questions for end users!!!!  I thought mine was a technical
> question!!!
> 

To my knowledge there isn't an easy way to adjust the speed on the Chinon
mechanisms. As you may have noticed, the mechanisms are closed units. I
will check with our service dept and see if they have more information 
than I do.

-- John Townsend
   Atari Corp, Technical Support