..I
>recently did a bunch of PianoDisc service calls, some which required
>parts from Sacramento.
>..I spoke with someone who is near and dear to PianoDisc yesterday and
>this person told me that any labor charges should be charged to the
>customer..sorry folks, I can't do this..that's right..i said I _can't_
>do that..I have a problem with this and perhaps those on this list who
>are more experienced with Player Installs and Service can help correct
>my way of thinking..let me offer a scenario:
if it's out of warranty, you charge the customer for labor PERIOD!!!
If you feel you took too long to perform the task, charge what you think you
should've charged if you knew the product better. I'll say more on that later.
>
>..I go to the customers home(1/2 hr.drive time), troubleshoot the
>problem(1 hr. min), and then tell that customer that I have to order a
>new Power Supply for you
Here's your second mistake, or wrong turn. MOre later.
.now Piano Disc has been *suggesting* to me
>for months that I need to *invest* approximently $1,200 in parts to
>have on hand..I just don't have that kind of money to *invest* in
>parts..I'm not real comfy with a volt probe yet, either..but anyway..
a volt probe and knowledge on how to use it, could save you $1200 eh??
>
Power Supply is NOT the
>culprit..noise is still happening..
>.I remove the sound card
This must be either a PDS 32 or a PDS 128 (no plus) since the sound card is
not removable in a 128+. Removing the sound card is not really neccessary
until the new card is in hand. Unplugging the audio out and turning off the
power to the AR570 powered speaker would have sufficed at this point in
time. Yes the image of you in the customer's eyes is now in jeopardy
....... granted.
>
>..PD sends a new sound card..I call the customer again and set up
>another appointment..go to the customer's home and install the new
>Sound Card( 1/2 hr. drive, 1 hr. min labor)..the problem for the
>customer is solved..and I leave that customer with a smile on their
>face..i touched up unisons while I was there..they appreciated
>that..and asked me to call them in November to tune the piano..
Lucky you!! Let's hope they were sincere.
It sometimes takes me an hour to get to my first service call. Usually it
only takes closer to 30 minutes however. I consider this normal. I have
numerous calls for the day and so my average mileage for the day is around
75 miles. A 100+ mile day is usually followed by a happy trip to the bank.
>..i just did over 1/2 days work for NOTHING..
Oh quit whinning. I make my dog sleep and stay outside because she whines.
>..I called the dealer who sold these pianos and these player units..he
>realizes that someone needs to compensate me..and we work together
>very well..so he's gonna foot the bill, provided I *take it easy on
>him*..and I will..this dealer has been a great source of customers for
>me..
>
If the unit is out of warranty, the customer pays labor ....... it's in
black and white somewhere in the warranty agreement. The dealer is being
really nice here ....... if he indeed pays.
I WILL NOT charge
>the customer any labor costs..unless one or a few of you can convince
>me otherwise..
Ok Phil, here goes.
Your first wrong turn ........ you didn't analize the problem over the
phone. The power for the sound card is developed inside the control box on
a PDS 32 and I'm not real sure on the PDS 128, but it's probably safe to
assume the same. The power supply for the entire unit supplies power
everywhere. If you've got a problem with the sound card, due to a power
supply problem, you should have a problem elsewhere as well, and it would be
major ....... no power, lights up no sound, etc. If the audio out is the
only source of trouble the problem is in the control box, and ULTRA most
likely not anywhere else. Knowledge of this comes with experience that the
$1200 worth of parts could have solved ..... MAYBE!!
Your second wrong step was to order the power supply with out trouble
shooting it with a "volt probe" or VOM. (volt ohm meter) Radio Shack sells
an el cheapo for under $10 that most likely would have done the trick.
Measure the 30 to 40 VDC at the funny looking large reversed plug before the
PS shuts itself off. It that's there, the solenoids will play providing
there's data being sent. There's a 5 volt line in the DIN plug, that's the
smaller round one. I don't remember the pin numbers but MSR will give you
the pin out if you need them. I've never had to take measurements coming
out of the DIN plug because if the VDC line is active, the machine will tell
me the rest along with a fuse check and a few cables to swap. Uh, that's
cheaper than $1200.
Thirdly, removing the sound card. Well this is a bit razor edged, but if
you've mis-diagnosed the problem, you need to re-assess and move on.
Opening the cover to look for anything obvious is tempting, however, a new
card is coming anyway. Listening to the noise should tell you the obvious
is not going to be there. I've heard what you're describing and it's not a
loose connection. It's funny sounding digital junk .......... a bad sound
card ........... a bad power supply gives you AC hum along with erratic
functions, or non-function of other areas of the player, or a bad power
supply gives you massive failures as decribed above. Saving the removal of
the cover for when you've got the sound card in hand is a time/cost
effective way to go.
Lastly, if it's out of labor warranty, the customer pays labor, PERIOD!!!
Got that?? You look at the entire call, consider what it should have taken
had you been more knowledgable and charge accordingly. In my estimation,
with my experience, I most likely would have charged for one service call,
and the time it takes to replace the sound card ......... total less than
one hour easily. The rest, including the time it takes to package and
return the old parts, is soaked up by ....... you got it ...... your
service call charge ultimately. If you think you need to charge more for
servicing PDS units, then do so up front.
Experience comes with time. Money and inventory doesn't buy that. Tools
and their knowledge on how to best use them could save you lots of grief.
Here's hoping you prosper on the next PDS call.
Lar
Larry Fisher RPT
specialist in players, retrofits, and other complicated stuff
phone 360-256-2999 or email larryf@pacifier.com
http://www.pacifier.com/~larryf/ (revised 10/96)
Beau Dahnker pianos work best under water
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