May 6th, 2007
One of my clients is doing some work with Microsoft Vista. (I can’t figure it out: is it Windows Vista, Microsoft Windows Vista, or just Microsoft Vista?) So I bought a new Sony VAIO computer with Vista Business Edition pre-installed, knowing that if I tried to install Vista over Windows XP I would probably destroy everything I ever loved or cared for (digitally speaking).
Vista seemed alright for a an hour or two. There’s some cute little graphic do-dads in the interface. It’s very uptight about security, and that began to annoy me fairly quickly (I’ll write a whole lot more about this later).
I basically toyed with the computer for the first week or two, not spending a whole lot of time with it, preparing for what I feared would be a soon-to-be broken heart (digitally speaking). I stuck with my old XP VAIO as my main computer.
A few days back the computer offered me a bunch of software upgrades, most of them related to the software that Sony pre-installs on the computer. What could be wrong with installing those, I figured (not realizing how idiotic I soon would feel)?
Anyway, the net result was that these upgrades (I assume it’s these, as I haven’t done anything else to the puppy) somehow disabled my DVD drive. I got a dialog box that first alerted me to the problem that contained the text: “Please try to close the tray after close all the using softwares or after shutdown the system and then start the Windows (stet).”
After decoding this message, I went through all of the steps that the average computer dummy tries — a bunch of restarts, playing with the control panel, trying to uninstall the driver and so on. All to no effect.
Although it was late in the evening when frustration turned to rage, I discovered that I could still obtain online chat support. What follows is my conversation with Sony’s technician:
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user Thad has entered room
analyst Casey_ has entered room
Casey_> Hi Thad. Welcome to Sony Online Support. I’m Casey. Please allow me a moment to review your concern.
Casey_> Thanks for waiting, Thad. I’m sorry that the DVD Drive is not working. I’ll be happy to assist you with this.
Thad> Thanks
Casey_> Have you made any Hardware or Software changes since it last worked normally?
Thad> I installed all recommended software updates which included several for VIAO media center, etc.
Thad> I also tonight did a roll-back to yesterday, although probably I installed the updates a few days ago
Thad> No hardware changes
Thad> Also, the problem started before the roll-back — the roll-back didn’t help
Casey_> Please check whether you see yellow exclamation mark on any of the devices listed in the Device Manager Window.
Thad> Yes, on that drive
Casey_> I would like to forward a link to a page where you can view the steps to troubleshoot this issue.
Casey_> When you receive the link please click on it to open the page and let me know if you are able to view it.
Casey_> http://www.iq.sony.com/srvs/autoresponsev4.asp?id=502466
Thad> OK
Thad> I did restart — it doesn’t detect the drive
Thad> “Restart the computer.
NOTE: Wait a few seconds for the CD/DVD to be detected before double-clicking to access it.
Ensure the disc is clean and free of smudges, fingerprints and scratches, and that it is inserted correctly.
NOTE: The label should be facing up for CD and single sided DVD discs.
Try a different disc in the drive.” —- I DID THAT
Casey_> Are you able to view the page?
Thad> Yes…did you not see my response? I quoted from the page — the drive does not appear.
Casey_> Thad, please follow the steps in the article as each step is a possible solution. Also click on the sub links provided on the page for further information.
Thad> Also, did a virus scan 2 days ago
Thad> Please read the page again yourself. It is not relevant. What part is relevant if the drive does not appear?
Casey_> Did you perform all the thirteen steps mentioned on the page?
Thad> YES!
Casey_> The troubleshooting steps listed on the page should resolve this issue. If you have completed all of the steps and the issue is not resolved, service may be required.
Casey_> Shall I forward a page where you can locate your nearest service location and setup a work order for the repair.
Casey_> http://eservice.sony.com/
Casey_> Please enter the Model #, the Zip Code and the Date of Purchase to initiate the service.
Thad> How am I expected to understand this instruction:
Thad> “Reset the computer BIOS to the default values.” That’s far beyond my knowledge, understanding or ability
Casey_> Thad, I’m sorry, Let me forward another link where you can view the steps to reset the BIOS. Let me know when you’re there.
Thad> I’ve used this computer for a total of 8 hours. I’m heartbroken!
Casey_> http://www.iq.sony.com/srvs/autoresponsev4.asp?id=94679
Casey_> I’m sorry for the inconvenience you’re experiencing with the CD/DVD Drive.
Thad> Thanks, for the link. Let’s give up now. I appreciate your earnest effort!
Casey_> You’re welcome.
Casey_> Please perform the steps mentioned on the page. This should resolve the issue.
Casey_> Also please click on the sublinks for more information.
Thad> And then I will fly to the moon in a rocket I designed myself!
Casey_> If the issue persists please feel free to contact us here again at your convenience.
Thad> Good night. Thank you.
Casey_> Thad, I wish you a happy journey.
Thad> To the moon?
Casey_> Is there anything else I may assist you with today?
Thad> Yes. Solve my problem! Bye bye.
Casey_> Thad, we value your feedback, if you could share your thoughts about this chat session by filling out the short 3-question survey that will appear after this chat is completed it would be highly appreciated.
Thad> OK
Casey_> I enjoyed chatting with you, hope you had a positive experience and enjoyed this chat session.
Casey_> Thank you for contacting Sony Online support. Please feel free to contact us for further assistance.
Thad> You betcha!
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You may have gathered that I was lying about going through the 13 steps (12 might have been more appropriate, but certainly no more effective). I’ve now performed them, as well as a few bonus steps (such as uninstalling all the Sony upgrades). The drive still does not work.
I could wax bitterly upon my feelings about all of this but I think I’ve said enough.