Matt,
Yes, unfortunately the office people are the gatekeepers. They generally pass the calls right on through if it has to do with a repair or a technical question, which is why we had to go over procedure with them regarding repair times and when to send calls back here.
The repair did raise several questions for us, the main one being how something like this could have even shipped to begin with. We are using much more careful quarantine procedures to be sure things like this get minimized, because I think what happened is a drive that did not pass initial test was placed on a workbench where only the person who tested it knew there was a problem. Someone must have seen it and put a can on it and brought it into the office for shipment, and the tech who originally tested it completely forgot about it. We now have a "Quarantine Box" where all first test failures are put so they are no where near good drives.
I apologize for this happening, but we have taken the steps to make sure it never does happen again. Thank you for being so patient, you are clearly a better man than I am! :-)
Marcus Freimanis  |