At 11:30 AM 6/19/99 , Jim Cook wrote:
>Hello again,
>
> I have a question and need some advice about the computer I built for a customer and
>submitted a question earlier this week about the 32 MB of RAM only showing 24 MB in
>Windows 98. I'm sure it is the 8 MB on board video.
> The customer went out somewhere and bought a 32 MB SDRAM chip and had it installed.
>The computer was built by me with 32 MB of PC100 RAM. Now the mouse is freezing up and
>things are going wacky and the computer is slow. Because of the mixing of the memory?
>RIGHT??? I assume this is the problem but I am far from a computer professional. I can
>not convince the customer this is the problem because the place where she bought the SDRAM
>memory told her it would work OK. She claims the computer had problems before the other
>memory was installed. (I don't think so) I burned in this computer for 36 hours and
>didn't have any problems. Of course this voids my warranty having someone else work on
>the computer besides me, but I live in a very small town and a dissatisfied customer could
>really hurt business.
> I guess my question is, how can I explain the mixing of the RAM where she can
>understand ? (IF that is the problem) This is not my primary source of income, I only
>build computers part time so any advice from computer professionals that deal with
>customers on a daily basis would be helpful.
I understand your problem with standing behind your product, even
though the customer has violated the warranty. It is always best to
go the extra mile, if possible, to maintain your 'good name.' I have
never advertised, all of my customers come to me due to word of mouth.
An unhappy customer can do more damage to your business than most
people realize.
As Jim Meagher mentioned, you can pull the new Ram Module to demonstrate
it is the problem. But, of course if it is not the problem you can look bad
if you have pre-ordained this to be the issue. I would bring the system back,
offering to cure the problem. If you discover the Ram is the issue, you
can demonstrate it with Jim's solution.
But, as Jim mentioned, I would check the system and be sure it is not
a software or operating system issue.
Ram modules often can be added from differing manufactures and no
problem will be found. Even mixing PC100 and the slower 66mhz
dram will at times work fine, slower to be sure, but they can co-exist.
But, that is not the rule and only works if the rest of the hardware is
very compatible. When you have modules that are differing speeds,
differing manufacturers... they cause conflicts. The system is attempting
to access them through a data funnel that will eddy and back wash.
Two Ram modules, perfectly matched are like a canal where the stream
flows smoothly from one part to the next. Is the canal suddenly narrows
or bends, the flow is not smooth and problems arise. This is the same
issue with Ram Modules. For the data to move fast, clean and without
problems, the modules must match, same manufacturer, speed and if
at all possible even from the same batch, (this is accomplished by buying
the all at the same time).
Now, with that said... it could be drivers, (as Jim mentioned), it could
be bad timing settings for the Ram in your CMOS, it could be many
other issues. WIndows could be corrupt and need to be reloaded. You
need to have the system in front of you, go through all the settings and
tweak them to your satisfaction.
Even if the problem is not of your origin, curing it will most of the time
suave the customer and keep your good name in play for other future
customers.
Bob Wright
The NOSPIN Group, Inc
http://nospin.com - http://nospin.org
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