Maxtor VL 17 manual Service and Support, Service Policy, No Quibble Service

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SECTION 8

Service and Support

Service Policy

Repairs to any DiamondMax™ VL 17 drive should be made only at an authorized Maxtor repair facility. Any unauthorized repairs or adjustments to the drive void the warranty.

To consistently provide our customers with the best possible products and services, Maxtor developed the Total Customer Satisfaction (TCS) program. Through the ongoing TCS process, Maxtor employees take direct responsibility for every customer’s level of satisfaction – with Maxtor technology, price, quality, delivery, service and support.

No Quibble® Service

Another TCS feature is Maxtor’s No Quibble® Service policy. By minimizing paperwork and processing, No Quibble Service dramatically cuts the turnaround time normally required for repairs and returns. Here’s how it works:

1.Customer calls 1-800-2MAXTOR for a Return Material Authorization (RMA) number and provides a credit card number,

2.Maxtor ships a replacement drive within 2 business days, and

3.Customer returns the original drive and credit card draft is destroyed.

Support

Technical Assistance

Highly-trained technicians are available 6 a.m. to 6 p.m. (Mountain Standard Time) Monday through Friday to provide detailed technical support.

U.S. and Canada	Language support: English, Spanish
Voice	800-2MAXTOR, press 1 (800-262-9867)
E-mail	Technical_Assistance@maxtor.com
Fax	303-678-2260
Outside U.S. and Canada	303-678-2015
Europe	Language support: English, French, German
Voice	+ 353 1 286 62 22
E-mail	Eurotech_Assistance@maxtor.com
Fax	+ 353 1 286 45 77
Asia/Pacific
Voice	Contact your local Maxtor Sales Office for assistance
E-mail	Apactech_Assistance@maxtor.com
	Language support: English

MaxInfo Service

Use a touch-tone phone to listen to technical information about Maxtor products and the top Q&A’s from our 24-hour automated voice system.

U.S. and Canada	800-2MAXTOR (800-262-9867)
	Press 1, wait for announcement, listen for option
Outside U.S. and Canada	303-678-2015, listen for option

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Contents HA RD Drive Produc T MA Nual DiamondMaxVL REV EC no Section Description Date U T I O N Before You BeginContents Handling and Installation Product SpecificationsHost Software Interface AT Interface DescriptionInterface Commands Service and SupportGlossary Figures Abbreviations IntroductionMaxtor Corporation Manual OrganizationNumbering Signal ConventionsConventions Key WordsProduct Description DiamondMax VL 17 Key FeaturesFunctional / Interface Product FeaturesOn-the-Fly Hardware Error Correction Code ECC Logical Block AddressingDefect Management Zone DMZ Cache Management Major HDA Components Dual Drive Support Subsystem ConfigurationJumper Location/Configuration Cylinder LimitationModels and Capacities Product SpecificationsDrive Configuration Performance SpecificationsParameter Standard Metric Physical DimensionsEnvironmental Limits Power RequirementsPower Mode Definitions EPA Energy Star ComplianceShock and Vibration Reliability SpecificationsSafety Regulatory Compliance Radiated Electromagnetic Field Emissions EMC ComplianceCanadian Emissions Statement Important Notice Handling and InstallationHard Drive Handling Precautions Pre-formatted DriveMulti-pack Shipping Container Unpacking and InspectionPhysical Installation Recommended Mounting ConfigurationRepacking Drive Identification Information Handling PrecautionsTools for Installation System RequirementsHard Drive Identification General RequirementsMounting Drive in System Systems Using Cable SelectInstalling 5.25-inch Mounting Brackets and Rails Installing in a Device BayAttaching System Cables Attaching Interface and Power CablesSystem Setup Setting the Bios CmosBios Cmos Parameters Hard Drive Preparation System Hangs During Boot Pin Description Summary Interface ConnectorPIN Signal AT Interface DescriptionPin Description Table PIN Name Signal Name Signal DescriptionPIO Timing Timing Parameters ModeDMA Timing Ultra DMA Timing Mode MIN MAXSustained Ultra DMA Data In Burst Device Terminating an Ultra DMA Data In Burst Initiating an Ultra DMA Data Out Burst Device Pausing an Ultra DMA Data Out Burst Device Terminating an Ultra DMA Data Out Burst Task File Registers Error RegisterFeatures Register Host Software InterfaceDevice/Head Register Sector Count RegisterSector Number Register Cylinder Number RegistersCommand Register Command Name Command Code Parameters Used Timer Value TIME-OUT PeriodSummary Digital Input Register Control Diagnostic RegistersAlternate Status Register Device Control RegisterReset and Interrupt Handling Reset HandlingInterrupt Handling Set Feature Commands Interface CommandsRead Commands Read SectorsRead Verify Sectors Read Multiple Read DMAWrite Verify Sectors Write CommandsSet Multiple Mode Write SectorsWrite DMA Write MultipleSet Feature Commands Set Features ModeValue Description Power Mode Commands Sleep Mode Initialization Commands Word Content DescriptionIdentify Drive 15-8 = PIO data transfer mode = Write Cache enabled Initialize Drive Parameters Format Track Seek, Format and Diagnostic CommandsExecute Drive Diagnostic Error Code DescriptionExecute S.M.A.R.T A.R.T. Command SetSupport Service and SupportService Policy No Quibble ServiceMaxFax Service Customer ServiceInternet Glossary Access TimeCylinder Zero Gigabyte GB Logical Block Addressing Read Gate Signal THIN-FILM Media