One represantive call me today, he start the conversation trying to sell the blower, confusing to me because i never mention i wan't to buy new ones, looked like a comercial call not a support call. Had to stop the guy talk and ask "IDs? what for? My email request was about a firmware file, if sanyo can provide it to perform a repair and recover a damaged fan", only after he said "Yes, Sanyo replied, he have it here, i'll read it for you, hold on"..."they said Sanyo can't provide the file and you have to replace the fans (buy new ones)".
So he promptly start asking for IDs and other stuff to place an order without ask if i want to, worse he never mention my request if i didn't ask for it, totally forgotten... Not against with sell, but starting the conversation by mention my email or provide a direct anwser first looks the correct way to deal with support and not otherwise, something like: "Hello, about your request .... Sanyo can't provide the firmware file and you have to replace the fans. If you want to, we can help you with the order process, do you like to start it?"
I was expecting this outcome, but not the way i got contacted.
My original email request:
Hello,
One batch of 9BMC24P2G001 fans were damaged due a suddenly power supply failure and it inject 52V instead of 24V, that killed the fans.
We were able to safe disassemble, identify the bad components and replace them, (a FET and resistor shorted at pwm pin and zenner were open at latch pin). Everything else is OK, tested outside PCB. But the MCU is also damaged, it's not outputting at ports and not recognized by the programmer.
We have PIC16F1823 on stock and can write the firmware, we kindly ask if possible, to Sanyo send the compiled firmware hex/bin so we can burn them and recover the fans. If a PCB schematic is available would be great, there's still one IC without any top markings that we can’t recognize and miss the test.
Best Regards
The fun part is i know if i send it back to warranty before open they would send me a new one. I like to keep honest with my principles i never do it, also because i'm a seller and i know how hard can be. But this kind of approachs and/or customer care say me the otherwise