Help Us Help You

General tips for product service

Non productive time is the enemy in product servicing. Here are some general hints to help us help you and avoid delays. Time is $$$$$ - and it's your money we're trying to save. With the digital TV transition rapidly approaching our workload is tremendous, the more we know up front the more efficiently we can help.

In the complex world of today's consumer electronics information is critical to answering questions and servicing the products. When calling please have the make and model number of the unit you're calling about, with so many different brands and models in today's marketplace exact information is critical. All CE products are required to be identified by the manufacturer. In the case of Televisions this information is located on the back of the set. Jot it all down, model and serial numbers at the minimum. Many brands have service model numbers, version numbers, chassis numbers as well. With wall mounted TVs becoming more popular, most manufacturers are now including small tags on the side or bottom of the cabinet as well as the back. In many cases with this information we can provide more specific information and possibly solve some problems on the initial call, based on our case history database. People often call with a screen size and an approximate year they purchased the unit—this rarely provides enough information to be helpful. We do our best to be helpful, but a technician 's time and talent are best used in repairing products and the day is approaching when we won't be able to provide support with out this basic information. If we are not available and you must leave a message please leave your first and last name, any telephone numbers where you may be reached and a brief description of why you're calling. Have the product information handy and we will get back to you as soon as possible.

If the product is covered by a manufactures warranty or service contract we will need to have information about the particulars as well. Manufacturers require a copy of the bill of sale to be presented at the time of service, and we are required to keep a copy on file for a period of time in some cases. Each service contract provider handles things differently so it is important to know the providers name, contract or customer number when requesting service.

Avoid voice mail volleyball: Give us the information needed to take the next step:

These are some samples of voice mail messages we have received recently, The names and numbers have been changed to protect the innocent:

"Hi this is Al, you were here last year and worked on the TV and it's acting up again—Call me"

Sorry Al, we looked and we have repaired 36 things for people named Al in the last year...which one are you?

" Hi this is B___ I __ a __TV__that is all blue ___ reached at 21_ 762__41 Please call ASAP"

We listened to this one several times to try to fill in the blanks, but the cellular connection was just too choppy to decipher.

"HI this is John Doe, I have the numbers you asked for call me."

Good first step John, leaving the numbers would have allowed us to take that next step—instead we called and got your voice mail.

"I was referred to you by XYZ company. I have a 42" plasma Model AA42G9 serial number 987654321 Purchased on 12/01/08 from GHJ Stores. I'm having problems with the sound on some channels, there is no sound on some, and speaking Spanish on others, and others are normal. I would like to schedule a service call for next Friday afternoon after 3PM. Could someone get back to me and confirm. Thanks and have a great day."

We would be only to happy to call if we only new who you were and how to reach you.

Special considerations for on site service :

Time is $$$$$ on wheels:

We need the same basic information mentioned above, and a little more. Our on site request form is duplicated on the web site can be helpful in gathering information.

How is the site identified? In the winter months, many calls are made after sundown—house color is not as helpful as a well displayed house number. Where the house number is located (Mailbox, On the house, , Garage, Sign Post, etc.) , Nearest cross street, Unique landmarks, etc are all helpful. If the house is not visible from the street it is helpful to know that as well. For this reason houses are sometimes hard to count, especially if traffic is heavy and winter road conditions require our attention. Also any local road closures, detours, etc help us a great deal.

The product needs to be accessible for service. In most cases this means we'll need to move it away from the wall to access the back. Please have any breakables removed, etc before we arrive. If the unit is wall mounted it will be necessary in most cases to have the unit down from the wall mount for access. In some cases this may not be necessary, but advise us in advance if the unit is wall mounted or in a custom enclosure.

DO NOT remove any covers from the product—dangerous voltages may be present even with the set unplugged and curious pets and children have been known to proceed without caution.

In most cases it is not necessary to disconnect cables from the back etc. It this is necessary, we have marking methods to return them to the proper place so all peripheral device function as before. Much time has been spent trying to figure out where unmarked cables originated from and to return features to full service.

Have the original remote available if at all possible. Many devices require access to "service menus" that cannot be accessed with universal remotes.

We carry supplemental light sources if needed. In many cases, "less is more" in terms of lightning, especially when working on projection instruments. Also many sets are constructed with the chassis near the floor, and overhead light generally aligns itself with the technicians eyes—See Murphy's Law.

Pets and children are naturally curious about what we do, but safety is of paramount importance for all concerned including the kids, pets, the product and the technician, so please limit access by these little helpers in the immediate work area.

While each technician has his own views, I do not mind answering questions or observers at a safe distance while working. The key words are safe distance. pointing to an active high voltage transformer can have serious consequences for all involved. And concentration is very important during the diagnosis and repair—please understand if we must focus on the task at hand.