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This post continues regarding Chris’ support issues. I’ve removed anything vendor/customer specific.

From Chris.Surname@largeenterprise.com
To:vendor.support@largeservervendor.com
Subject: Server wont power on.
Hi

Can I please log a call, my ********-***** wont power on. It’s just been delivered. We have tried reseating the components but it still does not work.  Can we have an engineer visit and take a look?

Regards

Chris Surname
Production Support
IT Services
Large Enterprise
LargeEnterprise.com

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Hi Chris,

Subjet: Call ID – 00018576933

Thank you for contacting largeservervendor.com with your request today. I am responding to your call.

Can you please run the system diagnostics and provide the following information
Serial number:
Asset number:
Hostname:
System firmware:
Array controller firmware:
Additional Component firmware:
Specifications:
Operating system:
Error:

Kind regards

Arthur
***** Server Specialist
Technical Delivery Services and Support
LargeServervendor.com

Hi Arthur,

Subject: Call ID – 00018576933

I have provided the details below. Apologies, but I cannot run the diagnostics, we have been unable to get the server to power on, the details are below:

Serial number: ****9****H***
Asset number: SRV00109821
Hostname: SW0001923
System firmware: System will not power on, cannot provide this information.
Array controller firmware: System will not power on, cannot provide this information.
Additional Component firmware: System will not power on, cannot provide this information.
Specifications: 2×2.93GHz Xeon 5500 processors/16GB RAM/4x146GB 2.5 inch SAS drives, integrated array controller
Operating system: System will not power on, seek to install Windows 2008
Error: Server wont power on

Regards

Chris

Hi Chris,

Subject: Call ID – 00018576933

Unfortunately, I am unable to supply an engineer until we have the following information:
Diagnostic logs and results
Windows System event logs, hot fixes installed and service pack information.

You can download our diagnostic tools which can run from cd/usb at ftp://largeservendor.com/support/diagnostics/server****/v4.87a/x487a.zip

If you require assistance download or running the diagnostics, please let me know and we can run through that, or send you the diagnostics guide on pdf.

Regards

Arthur.

Hi Arthur,

Subject: Call ID – 00018576933

The server does not power on.

I cannot run the diagnostics as no lights come on when we try to power on the server nothing happens, the power feeds indicate that power is not coming into the server.  I have had facilities verify the power feed and had the internal hardware team check it, without success.  Can we escalate this call and request an engineer be brought on site?

Regards

Chris

Hi Chris,

Can you tell me where we are with the server please? Has Windows been installed, I need it for next week?

Regards

Janet

Hi Janet,

The server wont power on, I’ve had hardware look at it but they were unable to fix it, I’ve escalated to the vendor.  At the moment they wont look at the server until I send them the diagnostics/event logs, but it doesn’t power on so we can’t provide either.

Can you escalate/assist?

Regards

Chris

Hi Chris,

Subject: Call ID – 00018576933

Have you had any luck getting the logs/diagnostic information so that we can progress this call?

Regards

Arthur.

Hi Arthur,

Subject: Call ID – 00018576933

As discussed previously, we cannot power the server on.  I have escalated this to our account manager for assistance.

regards

Chris

Hi Mike,

We’ve got a problem with one of the servers we ordered, it came earlier this week, the guys can’t get it to power on, can you arrange to swap it out? I’d rather not go through the support process since it’s only a week old and appears DOA.

Regards

Janet,

Hi Janet,

Apologies, we don’t swap out servers, I’ll have an engineer attend and investigate.

Regards

Mike

Hi Mike,

I can’t afford to have further delays to the project and am concerned at the lead times of an engineer turning up.

Regards

Janet

Janet,

An engineer is arriving tomorrow to investigate.

Regards

Mike

Hi Chris,

We would like to inform you that an engineer has been sent to investigate the issues relating to your call.  This is as a result of further investigation of the issues involved and a request from your account manager.

Regards

Arthur

Hi Chris,

Any update from the engineer?

Janet

Hi Janet,

He’s looking at it, so far he’s replaced the following components:
System board
Back plane
processors and power convertors

He’s now running the diagnostics, they recommend that we upgrade the firmware and run the diagnostics.  I’ve had the firmware upgraded, and he wants us to run the diagnostics and then submit if they come up with an error. Else he says it’s fine.

Regards

Chris.

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