ATI's customer support

Discussion in '3D Hardware, Software & Output Devices' started by Veridian3, Feb 7, 2003.

  1. Veridian3

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    HI all,

    I wanted to post the experience i have had with ATI's support staff over the last couple of weeks. (please read it all)

    After setting up my system with the 9700pro i tried 3dmark and a couple of games only to find that after 1-5 mins in any 3d app the system would freeze, ocasionally it was so bad that the system would freeze and the monitor would go into standby. I tried in vain for about a week and could not get the system stable...i tried everything driver changes. hardware changes (e.g. diff PSU HD etc) BIOS updates OS's but nothing would work. Eventually i came to the conclusion that the motherboard chipset wasnt handeling the power to the AGP slot correctly. I detailed everything i had tried and my theory on the concern in a mail that was at least 2 pages long and sent it off to ATI (via a PM at rage3d and driverheaven to an ati staff member), MSI and SIS.

    The only company to respond was ATI, i was passed from Ben Bar-Haim ATI's VP of software to Terry Makedon ATI's senior product manager and then on to engineers and tech specialists within ATI. Each of the guys i spoke to was approachable, enthusiastic, quick to respond and even when they couldnt exactly replicate my concern they never gave up, instead they took a fresh approach to the investigation. Thanks to their determination to solve my concern we have established that there is a concern between the motherboard, Northbridge and the system memory - and that some DDR333 (including my Samsung ddr333) fails under intensive use. (The motherboard is a MSI 648 Max, using the SIS 648 chipset)

    Normally as an end user i would be happy with this result and have the motherboard/RAM RMA'd rather than wait for MSI/SIS or Samsung to solve the concern however ATI have gone a step further - they have offered me an exchange of my RAM for some that they have verified is compatable with the motherboard! Yes you read correctly - ATI have offered to fix a concern not caused by their hardware, rather than have me - their end user -inconvenienced. Truly above and beyond the call of duty. Not only that, they are taking the findings from the investigation to MSI/SIS/Samsung so that they can all work together and solve the concern.

    Basically, i couldn't recommend them more to anyone looking to buy a new Graphics card - Great customer support, great drivers, great Image Quality and great performance. What more could a user want???

    Stu
     
  2. Babel-17

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    Amazing. I think the great efforts you took in finding the cause of the problem and your professional manner in bring this to ATI's attention were a large factor in the treatment you got. Still, this is a great story.
     
  3. ArchAngelCD

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    Great to hear

    That's the way a company used to operate 60 years ago when the customer's happiness was their main focus. Actions like this will gain them life long customer loyalty.
    I'm glad I choose an ATI card to replace my Voodoo5 5500
    Way to go ATI! :D
     
  4. parhelia

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    Had you not contacted an ATI staff directly but contacted the standard support staff like what you did for MSI and SiS, I can assure you things would have been different.

    In fact, my support from ATI is a bad memory. To the point where a brick wall would have been more help. Half the time my e-mails just get sent auto responces then never get anything more.
    The driver team never listens to complaints regarding compatibility as well. There are quite a number of bugs with games which ati is aware of but never fixes. Last to date is the bug in NFS : HPII which remains unsolved with the 8500...
    I too contacted staff members through PM and they were the only ones who responded but they just told me "sorry, but it's not my department" and that's it
     
  5. Veridian3

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    HI, I guess that part of my point was that the ATI staff were acessable via PM, and were more than happy to help. I would say that if you raised you NFS HPS2 concern at DriverHeaven you'd probably get a response and an update. Why not try?
     
  6. parhelia

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    Thanks but ATI already knows about the issue. They keep saying it's a known issue even in the Catalyst description pdf but they never seem to be able solve it
     
  7. Veridian3

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    Parhelia,

    Ive done a bit of searching and found a posible workaround for you, have you tried to decrease the world detail 1 notch? You will lose the fog but other people have had sucess with this.

    Stu
     
  8. Veridian3

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    Parhelia,

    Cat 3.1 at ati.com fix your concern :)

    Happy gaming

    Stu
     
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