---- CHAPTER 12 ----
Contacting Plextor’s
Technical Support
Department
YOUR TASK: Learn the variety of methods you can use to contact
Plextor’s Technical Support Department. Learn
what information you should gather before
contacting Plextor’s Technical Support Department.
YOUR OBJECTIVE: Know how to get in contact with Plextor if you
experience any problems installing or operating
your PlexWriter.
YOUR METHOD:
Our Technical Support Department will help you solve problems that relate specifically to your PlexWriter 4/12 drive. In many cases, a problem that appears to be caused
by your CD-R drive actually originates in another part of your computer. In such
instances our technical support staff will try to help you identify the part (e.g., SCSI
interface board) at fault and will refer you to the manufacturer of that part for further
assistance.
Although we think highly of the capabilities of our technical support staff, we
recognize that they do suffer from some limitations; namely, they do not possess
psychic or telepathic powers. Therefore, their ability to help you depends a great deal
on your ability to help them. You must act as their eyes and ears as they try to diagnose
and fix your problem. If you gather the information requested on the following page
before you contact them, you will find that your problem can be resolved much more
quickly.
Plextor’s Technical Support Department is available Monday through Friday, 6:30
a.m. to 5:30 p.m., PST. We are closed on weekends and some holidays.
Store Plextor’s phone, fax, and BBS numbers in a
convenient location. Keep your drive’s serial number
and a copy of your sales receipt handy as well.
42 PX-R412CS OPERATION MANUAL
5.75" x 8.25" PLEX WRITER MANUAL
Plextor Manual, Carla Williams
1/2/98
CHAPTER 12 ---- Contacting Plextor’s Technical Support Department
Before You Contact Us
Please gather as much of this information as possible:
✓ The serial number of your CD-ROM drive (your serial number can be found
both on the warranty card that accompanied the drive and on a label on the
drive itself).
✓ The name and model number of your SCSI interface board (e.g., Future
Domain TMC-1610, Adaptec AHA-1515, Trantor T-130).
✓ The version of the software device drivers that came with your SCSI interface
board (this typically is found on the label of the floppy disk that contains the
device drivers).
✓ The version of the Windows, DOS, Mac, Novell, OS/2, or UNIX operating
system you are using.
✓ The brand name and model number of your computer (e.g., Dell 466/NP, Micron
P66PCI Powerstation, ALR Evolution V, Apple Macintosh Performa 575).
✓ The type of VGA, Super VGA, or other graphics card you use.
✓ Brand name and model number of any other peripherals you have installed/
connected to your computer (e.g., scanner, fax board, network board).
How to Contact Us
There are four ways for you to contact Plextor’s Technical Support Department:
1.
Send us e-mail at
to frequently asked questions.
2. Log on to our BBS (2,400/9,600/14.4/28.8/MNP, V.42bis) at 408-986-1569.
You will find a great deal of useful information and software on our BBS.
It includes:
Device drivers for various SCSI interface boards and soundboards (available only to
those who have purchased these boards directly from Plextor).
Utilities to enhance the operation of your drive.
Discussions of various technical problems you might encounter, with suggestions as
to how you might fix or circumvent them.
In addition, you can upload questions you have about the installation or operation of
your PlexWriter 4/12 drive. A member of Plextor’s technical support staff will respond
to your question either by phone or e-mail.
support@plextor.com or visit our Web site for answers
PX-R412CS OPERATION MANUAL 43
5.75" x 8.25" PLEX WRITER MANUAL
Plextor Manual, Carla Williams
1/2/98
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