---- CHAPTER 13 ----
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 4PleX Plus CD-ROM drive.
YOUR METHOD:
If you experience a problem while installing or operating your 4PleX Plus drive, please
refer first to the troubleshooting chapter (Chapter 12) in this manual. It contains
solutions to the most common types of problems fielded by our technical support staff.
Our Technical Support Department will help you solve problems that relate specifi-
cally to your 4PleX Plus drive. In many cases, a problem that appears to be caused
by your CD-ROM 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 pages
before your call, you will find that your problem can be resolved much more quickly.
Plextor’s Technical Support Department is available Monday through Friday from
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.
PX-43CE/PX-45CE OPERATION MANUAL 67
CHAPTER 13 ---- Contacting Plextor’s Technical Support Department
How to Contact
There are three ways for you to contact Plextor’s Technical Support Department:
1) Call 800-886-3935 and select the technical support extension.
2) Send a fax to the attention of the Technical Support Department at 408-986-
1010. Include your telephone number and the hours during which you can be
reached. Be as detailed as possible in describing your problem. It typically is
useful if you also send a printout of your
3) Log on to our BBS (2400/9600/14.4/28.8/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 4PleX Plus drive. A member of Plextor’s Technical Support
staff will respond to your question either by phone or modem.
AUTOEXEC.BAT and CONFIG.SYS files.
Before You Call/FAX/Log On
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 which 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).
68 PX-43CE/PX-45CE OPERATION MANUAL
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