February 2003 - International Society of Certified Electronics

ProService
A Journal of NESDA
NESDA and ISCET • February 2003
Magazine
www.nesda.com
www.nesda.com • www.iscet.org
www.iscet.org
Feel the Power
at NPSC 2003 in Reno
PLUS :
• NESD A/FieldPower Information
• NESD A & ISCET P resident ’s R eports
• Giving an Estimate on Equipment
Installations
www.nesda.com
www.iscet.org
An official journal of NESDA
(National Electronics Service
Dealers Association), and ISCET
(International Society of Certified
Electronics Technicians).
Purpose
ProService Magazine, a publication for members of NESDA and ISCET,
is produced by NESDA, the National
Electronics Service Dealers Association,
3608 Pershing Ave., Fort Worth, TX
76107. It is intended for the enlightenment, education and entertainment of
the members of NESDA and ISCET.
With the exception of official
announcements, the statements and
opinions expressed herein are those of
the authors and not necessarily those of
the associations.
Unless otherwise clearly indicated,
neither NESDA nor ISCET endorses any
company, product or service appearing
in any article in this publication.
Business and Editorial Offices
3608 Pershing Ave., Fort Worth, TX
76107-4527; 817-921-9061;
Fax 817-921-3741;
www.nesda.com; www.iscet.org
Executive Director: Mack Blakely
Director of Communications:
Sheila Fredrickson
Email: sheila@nesda.com
Associate Editor/Production:
Stephanie Peistrup
Email: stephanie@nesda.com
Copyright
Copyright © 2002 by NESDA,
Inc., all rights reserved. No part of this
publication may be reproduced or
transmitted in any form or by any
means without written permission from
NESDA.
2 — February 2003
What’s Inside:
Table of Contents
Feel the Power at NPSC 2003 . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3, 4
New NESDA Members from 11/28/2002 to 1/21/2003 . . . . . . . . .5, 7
Giving an Estimate on Equipment Installations . . . . . . . . . . . . . . . . . . .6
SatisFusion Announces Strategic Merger . . . . . . . . . . . . . . . . . . . . . . .7
NESDA President’s Article: January 2003 Board Report . . . . . . . . . . .10
ISCET President’s Article: January 2003 Board Report . . . . . . . . . . . .11
Busted in Las Vegas . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11
NESDA FieldPower Infromation . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12
The CA Update . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14
Welcome New CA’s from 11/27/02 to 1/22/03 . . . . . . . . . . . . . . . .14
Welcome New Associates & CET's . . . . . . . . . . . . . . . . . . . . . . . . . . .15
Index of Advertisers
Pacific Coast Parts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3
PTS Electronics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5
NESDA/FieldPower . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Center Spread
MCM Electronics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13
Tritronics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Back Cover
Upcoming Events
United Servicers Association
Institute of Service Management
2003
February 16-19, 2003
Orange (Anaheim), CA
www.unitedservicers.com
2003 CEA Winter Summit
March 4-6, 2003
Aspen, CO
www.ce.org
The 43rd Annual Tri-S
States
Convention by The Oregon
Professional Electronics Association
(OPEA)
March 13-16, 2003
The Hood River Inn
Hood River, OR
Contact: Lee Jeffery,
LJ503@msn.com
NESDA/TEA School of
Service Management
April 24-26, 2003
Harvey Hotel
Dallas, Texas
Electronic Distribution Show and
Conference (EDS2003)
May 13-15, 2003
Las Vegas, NV
www.edsc.org
2003 Mid-A
Atlantic Electronics
Conference
June 20-22, 2003
Dover, DE
vpea.exis.net
National Professional Service
Convention and Professional
Service Trade Show (NPSC) 2003
July 16-19, 2003
Sparks (Reno), NV
www.nesda.com
If you would like your event listed
in this section, please contact
stephanie@nesda.com or call
817/921-9
9061 ext.13.
Feel the Power at NPSC 2003
by Stephanie Peistrup, NESDA Associate Editor
FEEL THE POWER : This Year ’s Theme
This year’s National Professional Service Convention (NPSC) will be
held in naturally-beautiful Reno, and will offer attendees the chance to
“feel the power.”
Besides the various seminars, association meetings and a two-day trade
show, this means attendees can magnify their potential by one-on-one networking with peers and industry partners. Previous NPSC attendees will
tell you it is very valuable to meet with other professionals from around
the country so you can discover the techniques of others and apply them
to your business.
There are many entertaining activities at John Ascuaga’s Nugget Hotel
& Casino, as well as worthwhile entertainment in the surrounding areas;
however, the real bonus of the convention has always been training.
Management and industry-specific training is abundant at NPSC and can
provide a unique asset for any business.
If you are still not convinced that you should attend NPSC 2003, the
NPSC section of www.nesda.com answers many frequently asked questions, and will keep people abreast of the schedule as it develops. Online
registration is available, or attendees can print and fax their registrations.
For the best value, register before May 1st before the price goes up by $20.
Call 817/921-9061 ext. 16 for any questions regarding NPSC 2003.
03
0
2
C
NPS
(continued on page 4)
www.pacificcoastparts.com
3 — February 2003
Feel the Power at NPSC 2003 (Continued)
Feel the
Power
at NPSC
2003 in Reno
JOHN ASCU A GA’S
NUGGET HOTEL
& CASINO
John Ascuaga’s Nugget Hotel & Casino
is an year-round resort hotel, and is the site
for NPSC 2003. Those who are convention
regulars will recall that this was the site for
NPSC 2000. It’s located just 10 minutes
from the Reno-Tahoe International Airport
and the Nugget offers complimentary shuttle service to and from the airport every 30
minutes.
The hotel features eight award-winning
restaurants which are sure to satisfy many
tastes, and offers a complimentary health
club and year-round pool. The pool and
nine jacuzzis are located in a fifth-floor atrium overlooking the Sierra Nevada mountains. Since this is Nevada, the resort always
offers non-stop casino fun and nightly headliner entertainment.
The Nugget’s registration area is ready to welcome all visitors
to the National Professional Service Convention and
Professional Service Trade Show in 2003.
NOT JUST GAMING
While you are in town, consider venturing outside the hotel to see what the area has
to offer. Featured attractions include
Ponderosa Ranch, home of the television
series “Bonanza,” complete with theme
park. Or drop by Wild Island (located in
Sparks), complete with water park, 36-hole
miniature golf, go-cart raceway and more.
Other attractions include Virginia City, the
Fleischmann Planetarium, and the National
Automobile
Museum.
Go
to
www.rscva.com to see more of what the
area has to offer and plan unique side trips
that are suited to your interests. As always,
the NESDA/ISCET staff hopes to see you at
NPSC 2003 in Reno!
4 — February 2003
The Nugget’s pool and nine jacuzzis are located in a fifth floor
atrium overlooking the Sierra Nevada Mountains.
Contact Emily at the NESDA office for registration
and exhibit information at 817/921-9061, ext. 16.
There is also general information on the NESDA
Website at www.nesda.com.
New NESDA Members from 11/28/2002 to 1/21/2003
Bryan Alves
The Fixit Shop
6434 Foothill B1
Tujunga, CA 91042
(818) 249-5397
fixnow@juno.com
Dave Marshall
Discount TV Service
10001 SPID
Corpus Christi, TX 78418
(361) 939-9913; Fax : (361) 939-7313
infoent@aol.com
Robert Blondina
Dash Electronics, Inc.
782 US Route 1 Carolier Shoppes
North Brunswick, NJ 08902
(732) 247-5124; Fax : (732) 247-1944
dashelectronics@aol.com
Ronald Pace
Epac Electronics
1000 Collier Road NW, Suite E-3
Atlanta, GA 30318
(404) 226-7111
epac1966@bellsouth.net
Mike Parks
Authorized TV, Appliance, & Electronic
Service
3565 Hamilton Road
Blairsville, GA 30512
(706) 781-3469; Fax : (706) 781-0991
mtntech@alltel.net
(continued on page 7)
Ian Charles
Seneca Micronics
110 East North First Street
Seneca, SC 29678
(864) 882-6580; Fax : (864) 882-6593
caribe@trivergent.net
C. D'Alessandro
PSA
Cohoes, NY 12047
carminesr@msn.com
Alex Evrenson
Charlotte TV-VCR Service
5823 Charlotte Pike
Nashville, TN 37209
(615) 356-2345; Fax : (615) 356-5918
aevrenson@yahoo.com
Russell Fowler
Fowler Electronics & Computers, Inc.
119 Johnson Drive
Athens, GA 30605
(706) 546-0774; Fax : (706) 546-0774
russell610@charter.net
www.ptscorp.com
Markay Gardner
Discount TV & VCR Repair, LLC
5494 South 4220 West
Kearns, UT 84118
(801) 966-7100; Fax : (801) 966-7100
parrot85@msn.com
Bryan Harrell
San Jose Television
4235 Sunbeam Rd.
Jacksonville, FL 32257
(904) 733-7330; Fax : (904) 733-8768
sjtv@bellsouth.net
Darrell Loeffler
Mountain TV & Video Service
3372 Echo Ridge Place
Cocoa, FL 32926
(321) 609-4469; Fax : (321) 609-4480
dloeff4475@aol.com
5 — February 2003
Q & A ... From the NESDAnet Archives
GIVING AN ESTIMATE ON
EQUIPMENT INSTALLATIONS
QUESTION:
A customer calls up and asks for you to come to his home and
install a DVD player, VCR, PlayStation, and satellite to his TV,
which is in a new bookcase. He wants a price over the phone. I
told him $150, up to $350, and it could be more. The customer did
not like the wide price range. Who knows how long it will take
and the problems we could encounter?
I am not asking for the price you would charge. My question
is: How do you give an estimate on this type of job?
ANSWERS:
I would not have told them any differently. That is something
one would not want to commit to without first seeing it. I have been
there and done that and have learned my lesson.
I normally will quote a price for a setup that would take no
longer than 15-30 minutes and anything longer than that, the rate
will of course be more.
— Doug Freeman, Jacksonville, FL
I think I would quote a trip charge plus an hourly rate. That way,
they will make your job straightforward and well defined if they
want to keep the bill in line. People understand hourly rates and can
see what kind of time it takes to do the right kind of job.
Take a variety of cables and accessories to sell them at the same
time. We would typically charge a trip charge plus an hourly rate,
one hour minimum. We bill in quarter hour increments after the first
hour.
— Douglas McKalip, Worth, IL
We charge for a service call and then an hourly rate. When they
know they are paying an hourly rate they tend to stand back and
allow you to work without wasting your time. Don't settle up on the
bill until you are walking out the door — after giving the inevitable
“lesson” on how to operate all of their new products. You need to
clear enough profit to cover time spent on the phone a few days later
after they've “forgotten which button to push.” We never quote a
price over the phone for a “complete” job.
— Mark Wentowski, Montgomery, AL
You need to charge them a flat fee to go out and *quote* the job,
ONLY. There is no way can you be firm about a quote until you have
seen the job.
They are paying you for your professional expertise, otherwise
they would hook it up themselves. Sounds like a gravy job....until
they start wanting the cables run through ducting, through access
holes that you will have to drill, or other options.
Time can really add up. Do they have all the neccessary cabling?
Will they need antenna splitter, F cables, 3part RCA cables, etc?
6 — February 2003
Customers don't have a clue how long it takes to perform a professional installation ...and most of them have a “nephew” or other
relation that is an expert and has blown major smoke up their chimney about how long it should take and what it should cost.
— James D. Kocmoud, Westchester, IL
I quote an hourly rate including travel time, at one hour minimum and quarter hour increments. I will give an estimate of time
based on the information given but stress that I can't make a good
estimate until I see the job.
People that are serious have no problem dealing with that.
Cheapies figure it out themselves or get another sucker.
— Jerrell Helms, Dothan, AL
Quote an hourly fee with minimum. If it were that simple he
would do it himself.
— Daniel Mundy CET/CSM, Atlanta, GA
Service call plus hourly rate. What makes a customer anxious is
the thought that you may adjust your rate on the site based on what
you think you can get.
— Jerry Silverman, Greenville, SC
The price we give over the phone is the same as you did. There
are just too many variables to give an exact price, and even though
you give a range, the customers only hear what they want to hear.
Most of the time it is the lower price. Then, when the job is done
they insist it was the lower price you quoted them.
— Dave A. Wreski CET, Saddle River, NJ
The pricing question should be directly related to your cost of
doing business and how much free time you have. Personally I have
found that the perceived value of your labor on jobs like these is far
less than your cost of doing business. So unless you particularly
like the customer and don't mind giving away your time (because it
will inevitably tie you up so as to keep you from doing more profitable jobs) you'd be better to hand the customer $50.00 and tell him
to go down the street to your less competent hobbyist competition
or to that “nephew” Mr. Kocmoud was referring to.
Not trying to be a jerk, just life is great since I decided to omit
the hassles.
— Sam Sieben CET/CSM - ISF/HAA Trained, Snohomish, WA
We recently moved to 15 minute segments for time charges; an
hourly rate for the first hour, with a higher hourly rate after that
measured in 15 minute segments.
Surprise! Customers have everything ready to go and hold your
coat for you.
— Ron Freeman, Philadelphia, PA
New NESDA Members from 11/28/2002 to 1/21/2003 (Continued)
Sandy Pas
Pas TV Video Service, Inc.
4155 South Archer
Chicago, IL 60632
(773) 927-8513; Fax : (773) 927-8514
pastvservice@aol.com
Domenic Romeo
Romeo TV Service
222 W. Broad Street
Gibbstown, NJ 08027
(856) 423-4484; Fax : (856) 224-0759
dom248r@msn.com
Sheldon Saltzberg
Village Service Co.
N88 W16567 Main St.
Menomonee Falls, WI 53051
(262) 251-6110; Fax : (262) 238-9081
ssws@att.net
Don Tomlinson
Gleesons Audio-Video
1048 Asbury Ave.
Ocean City, NJ 08226
(609) 399-4910; Fax : (609) 399-6036
Gleesonsav@aol.com
(860) 589-6935
dbasunt@sbcglobal.net
Sam Wong
Precision Sound Service
823 Pico Boulevard
Santa Monica, CA 90405
(310) 450-6511; Fax : (310) 452-1182
pssandae@aol.com
Donald Trowbridge
SunTV, LLC
827 Farmington Avenue
Bristol, CT 06010
SatisFusion Announces Strategic Merger
Long Beach, Calif. - December 27, 2002
SatisFusion, a leading provider of PostSales Consumer Relationship Management
Solutions today announced it has merged
with a subsidiary of Warranty Corporation
of America (WaCA), the largest independent
extended service contract administrator in
the United States. With the merger,
SatisFusion is now a WaCA company.
“This is a great day for our organization,
our customers and our associates,” stated
Fay Wood, Founder and Chairman of
SatisFusion. “WaCA is a powerhouse in the
retail ESP and technical support services
arenas, with international reach into Canada
and South America.
By combining
SatisFusion's award-winning consumer
manufacturer offerings with WaCA's ESP
and technical support services — the whole
package is much greater than the sum of its
parts. Our customers will benefit as well as
the industries we serve,” Wood added.
“For WaCA, the merger is a strategic
move intended to provide even greater solu-
tions to the consumer products manufacturers channel. SatisFusion offers tremendous
pre and post sales consumer related services
that really can make a difference to the
manufacturer in driving brand loyalty,” said
Bill York, EVP of Marketing and Sales for
Warranty Corporation of America.
About SatisFusion
SatisFusion provides technologyenabled services to consumer products manufacturers that deliver long-term, profitable
relationships directly with their consumers.
Manufacturers profit from increased revenue, improved customer service and
reduced operating expense through the use
of SatisFusion's solutions. Whether branded
accessories, extended warranties, product
registration or one of our many other solutions, we turn product buyers into lifelong
customers. Headquartered in Long Beach,
Calif., SatisFusion also has offices in
Peoria, Ill., and employs more than 100 people. SatisFusion can be reached toll-free at
(877) 542-1700 or on the Web at www.satisfusion.com.
About Warranty Corporation of America
Founded in 1985, Warranty Corporation
of America provides extended service contracts to some of the largest retailers, OEMs
and distributors in the United States. In
addition to computers and electronics,
WaCA offers service contracts on homes,
appliances, land and cell telephones, lawn
and garden equipment, home office equipment and HVAC. WaCA's continued success
is built upon offering the highest quality
service to our customers and creating lasting
relationships with all of our insurers and
business partners. WaCA processes in
excess of 5,000,000 contracts each month
and provides best-in-its class customer service, repair service and technology innovation.
ProService Magazine Advertising Rates For 2003:
Black and White: Full Page — $250
Half Page — $125
Color:
Full Page — $500
Half Page — $250
7 — February 2003
www.fieldpower.com
www.fieldpower.com
NESDA President’s Report/January 2003
Board Meeting Report
By John Eubanks CET, NESDA President
Although many times unnoticed it has
been a very busy period for me proceeding
NPSC 2002 and prior to these winter meetings. I managed to contribute articles to our
NESDA 2003 yearbook along with articles
for every subsequent issue of the
NESDA/ISCET new and improved
ProService Magazine. I also published 3
issues of the FESA newsletter Watts
Current.
In August I met with a Congressional
Representative regarding the many ongoing
problems within our service industry. I have
maintained contact with him through his
staff to provide an open avenue to address
problems we may routinely face. I have also
engaged in written and verbal communications with several of our senior service managers from our manufacturing partners.
In September I attended the Georgia
Electronics Service Dealers Association
(GESDA) meetings at Jekyll Island,
Georgia. In October I assisted the NESDA
E.D. to terminate our ACTA agreement with
NARDA. This resulted with NESDA
obtaining sole possession of the NASTeC
examination exchanged for a reasonable
royalty per future administered exam to
NARDA over a defined period with equal
sharing of any existing ACTA funds. I support providing this examination with funds
received to ISCET as payment in full for the
amount borrowed by NESDA to initiate this
agreement at the request of the ISCET
Governor in 1998.
In November I participated in the CalMex-Net conference with Mack Blakely
and George Brownyard to represent
NESDA jointly with ISCET in Tijuana,
Mexico. I would favor Mexican NESDA
association membership provided the means
to transfer funds becomes available. I also
attended monthly FESA meetings and each
scheduled event.
I have provided requested inputs for various electronic disposal problems always
promoting the best interests of the independent servicer at both state and national
levels. I had success having NESDA's representative along with myself added to the
NEPSI routine information list. We have
maintained our presence through representation at national meetings by our Secretary
and Region 3 Director, Don Cressin. I
10 — February 2003
would recommend that this Board authorize
his attendance at the "Take It Back
Conference 2003" to soon be held in
Arlington, VA. I requested Kim Wagner to
draft a waiver statement to insure servicers
are not held responsible for disposal of customer products by default. She crafted two
documents that are now available and can be
included on the invoices that servicers print
out on sight for this purpose. They may also
be used to enhance an opportunity to obtain
disposal fees up front from the customer.
I take further pleasure informing this
board order has been returned to our
NESDAnet without the present need to
monitor any individual.
Congratulations are due our Executive
Director for moving the NESDA Field
Power Service task assignment program
from idea status to actuality to address the
needs of one segment within our industry
from the abundance of another. This
endeavor allows us to build and perpetuate a
service tips database by harvesting data generated from our task assignment program to
feed our NESDA-TIPS program — providing the most current technical service data
available for all our servicing members.
This method of providing and maintaining
pertinent service data for our members is
superior in my mind to any existing program
because information will continuously flow
from service on the newer models to provide
the most current service database available.
With the soon expected participation of a
third party warranty partner, the most oftenoccurring service problems will begin to
flow into our database perpetually enhancing the likely failure the member may
encounter. These are the most exciting
achievements that I have had the good fortune to witness during the entirety of my
NESDA membership.
Our recent Service Information
Symposium was also enhanced through
improved professional preparation to conduct this most valuable meeting by including an agenda, with minutes and a means to
receive feedback from the attending leadership of our service industry. It is with great
pride that I saw this association present such
a positive program to our industry partners.
I appreciate the input and hard work from all
those involved to make this upgrade.
Again our Advisory Board Members
have distinguished themselves by their
ongoing efforts and accomplishments to
improve this association. Chris Fabian and
Toshiba upped the ante with their Mission
Possible program to bring NESDA membership to their ASC network and are fully participating with us to make our Field Power
designed service task generator a reality.
Fay Wood and SatisFusion have continued
to propel and refine our marketing efforts
and have recently added ISCET certification
promotion to her committee's goals. Kim
Wagner and Tritronics continually support
us with their assistance, most recently by
providing an appropriate disclaimer for our
NESDA Tips program and continuing work
within our bylaws committee. I want this
board to commend each of them with the
recognition they have truly made a difference in our favor. I thank each of them for
their continuing contributions to this association and providing us "the industry example" for "working together."
After many hours of work and discussion
our National Electronics Industry Hall of
Fame is moving in the proper direction.
They have selected directors, approved
bylaws and have Mr. Bob Williams hard at
work on their web page. This will become
active very soon and will properly represent
all of those so honored. The opportunity to
nominate future inductees should be coming
soon to bring all consideration before those
previously inducted. Dorothy Cicchetti EHF
and Billy Williams EHF are to be commended for their work to make this
progress.
Respectfully Submitted,
John N. Eubanks CET
NESDA President
Do you have technical
information that you would
like to share? Would you
like to see your name in
ProService Magazine? Why
not write an article?
Contact: ProService Magazine,
Attn: Submissions, 3608 Pershing
Avenue, Fort Worth, TX 76107 or
call 817/921-9061 ext. 13 for more
information.
ISCET President’s Report/January 2003
Board Meeting Report
By George Brownyard CET, ISCET President
As predicted, 2002 was a very eventful
year for ISCET. We were faced with many
opportunities and challenges, and have met
them as the professional association that we
are. But many challenges and opportunities
still await us this year.
CEA, NASTeC, Cal-Mex-Net, CSC, testing in Mexico and other foreign countries,
budget problems, online test delivery, the
new web site, and staff changes were among
the issues that were dealt with by our association this last year.
It was a year ago, at these meetings, that
we had our first serious discussions regarding ISCET taking over the CEA exam. That
takeover has now been completed. Our Test
Manager has reviewed it. It remains to be
decided on how we will use that exam. One
possibility is that we target the High School
level with this exam. We also need to come
up with a new name for it, and put our letters to those that have already passed the
exam to assure them that their credential is
still intact, and to solicit them for ISCET
membership.
The NASTeC exam will soon be under
ISCET control. NESDA is waiting for the
final fund distribution. Hopefully that will
be completed in the next week or so.
In November 2002, your President and
the NESDA/ISCET Executive Director, and
I attended the Cal-Mex-Net, bi-national
conference. Leaders of business, government, professional associations, and education on both sides of the border attended this
conference. As a direct result of the conference, ISCET has added a CA at a 4 yr.
Institution. Among the new connections
made was a contact that may open some
doors into China. We should have word on
the China connection by mid-March or early
April. It was originally expected that there
would be about 40-60 participants, however,
the final count was 145.
Mexico tested another 63 instructors in
September. It was announced that they
would soon begin the program leading up
to giving the exams to students completing
a 2-year program. We are still experiencing
problems in getting money transferred to us
from Mexico.
The online test delivery is taking a little
longer to implement since contract negotiations took longer. It will probably be around
June before it is fully operational. Since the
program will also allow for on-line delivery
of training materials, this has the possibility
of becoming a very beneficial and profitable
endeavor for ISCET, as well as NESDA.
George W. Brownyard, CET
ISCET President
Busted in Las Vegas
by John Eubanks CET, NESDA President
The title of this article may have many
applications to some; however, never having
wagered a cent in a Las Vegas slot machine
or playing their games of chance eliminates
those options for me, leaving only one conclusion. My most unforgettable encounter
was with the authorities at their request.
At the conclusion of the recent NESDA
winter meetings our trip to return home was
scheduled to depart from McCarran
International Airport in Las Vegas at 3:20
PM PST on January 15, 2003. Since the
hotel check out time was 12:00 noon we
checked out and took a Taxi straight to the
airport to await our departure. The line at the
airline baggage check-in was small and I
passed through it rather quickly. With ticket
in hand and wheeling my computer in a
carry on case behind me we headed for the
departure concourse. Doug and I joked
about which one of us would be pulled aside
because we were both carrying our computers — having previously noticed people taking these as carry on luggage consistently
draw extra attention from the screeners at
the boarding areas.
Approaching the concourse entry everything seemed normal as we removed our
computers from their case when instructed,
placing each in separate baskets to be XRayed. I was able to pass through the first
stage metal detectors without a hitch waiting to gather all my possessions from the XRay belt. After carefully re-packing all my
belongings I was approached by a TSA
agent who informed me he wanted to go
through my carry-on belongings in more
detail. No problem...go for it. I looked up
and grinned at Doug, who had already
cleared this check and was patiently waiting
for me on the “cleared” side with a smile.
The agent removed my computer, took a
round patch he moistening from a partially
filled spray bottle, and then proceeded to
wipe my computer with it. Next he inserted
this patch between two vertical posts that
looked similar to a paper holder seen on any
desk. I guess I hit the jackpot. He told me
that he got a “hit” and printed out a graph
that looked like three Rhino horns rotated 90
degrees on a base line. He then began wav-
ing his arms while asking for assistance
from agents across the room. Upon arrival
they immediately informed me that I tested
positive for having explosives. Then I was
informed that I would have to remove my
shoes and anything else they may deem necessary. I told this gentleman should he find
anything explosive, please show it to me
because I didn't want to be near it either. He
laughed as he began filling out a very
lengthy form on his clipboard.
He wanted my picture ID...no problem
since I had already shown it several times.
However he didn't want my U.S. Navy ID
card. I couldn't understand why this wasn't
acceptable since I had used this government
ID in lieu of a passport. When I ask why, he
said it didn't have an address on it insisting
upon seeing my state drivers license instead.
After looking that over he ask me if the
address listed on my drivers license was a
good address. To which, I responded, “It
was when I left” while removing my shoes.
They used a separate patch and swabbed
down each shoe, one at a time, placing each
patch in the same detector three times.
When no further indications were obtained I
was then told to put my shoes back on.
The gentleman filling out this form while
using my driver's license asks me if I regularly took any medications. I told him that I
(continued on page 14)
11 — February 2003
NESDA FieldPower
by Neil Murphy, FieldPower, Inc.
HAS THE LAW OF SUPPLY AND
DEMAND BEEN REPEALED?
NO, Says NESDA FieldPower!
We know that there is increasing demand
for repair of large consumer electronic
devices in the home, yet there are fewer and
fewer service centers available each year to
complete these repairs. Has the law of supply and demand been repealed? Of course
not, but this law assumes efficient markets,
which are markets where information is
equally available to all. The NESDA/
FieldPower software solution is designed to
create an efficient marketplace where
Manufacturers and Third party administrators and service centers can share information and everyone can run their businesses
less expensively. This program is a dramatic and industry shaping development that
will make field service in the consumer
electronics industry far more advanced and
efficient than just about every other industry
in which field service is used, including the
telecommunications, cable television, and
utilities industries.
The NESDA FieldPower system will
bring value to all participants in the world of
consumer electronics repair — regardless of
size and geography.
NESDA FieldPower's benefits to Service
Centers include:
1) Nationwide
visibility.
Every
Manufacturer and Third party administrator
becomes aware of you and the brands and
products you service.
2) Work is sent directly to you from the
Manufacturers and Third party administrators call centers. They do the initial work of
understanding the problem and taking the
customer information. You control how
much work you want from each.
3) You get software that would be prohibitively expensive to you if it were not subsidized by the Manufacturers and Third party
administrators. You can save time and
money by using NESDA/Fieldpower to
manage your Service Center because:
a.
The Intelligent scheduling solution
minimizes your tech's drive time.
b.
Part ordering is integral, and
emails are automatically sent to
M&T for back-ordered parts.
c.
Warranty claim information is
easily available.
d.
NESDA FieldPower is a complete
customer relationship management
system, keeping track of the histo
ry of all your contacts with the
customer, and the results.
e.
You can import and export data to
your other favorite systems.
4) Tracking and reporting of all service
activity.
5) Automated phone call reminders to customers of their appointments (optional feature).
6) No special software needed, just the
Internet Explorer 6.0 browser (free).
NESDA FieldPower also brings significant benefits to Manufacturers and Third
Party Administrators, including:
2) Consolidated reporting makes you aware
of product problems much earlier than by
previous methods.
3) Alerted to parts backorder problems
immediately.
4) Closer customer contact — an ideal
source of focus group applicants, capture of
additional customer information.
5) Presents multiple service centers close to
the customer, with driving directions.
6) Full reporting - service activity by geography, time periods, center(s).
7) No special software needed, just the
Internet Explorer 6.0 browser (free).
There is no magic wand to increase profitability, decrease expense, and ensure customer satisfaction. This takes hard work
and the willingness to try new solutions and
new technologies. Many Members and supporters of NESDA, and especially Mack
Blakley, have invested an enormous amount
of time and effort in developing the
NESDA/FieldPower solution. Now it is up
to you to make it work for your business.
The NESDA/FieldPower software will
be available February 3rd to NESDA members. Call NESDA at (817) 921-9061 x 16
to sign up for as little as $19.95 per month.
FieldPower, Inc. is a leading software
development firm based in Washington DC.
The Company specializes in delivering revolutionary business software solutions to the
field service and marketing departments of
Fortune 500 companies. Contact them at
fpinfo@fieldpower.com, or 703-995-4657.
Visit the website at www.FieldPower.com.
1) A comprehensive source of new service
centers.
The figure to the left is a 'screen shot' of
what a Call Center sees when a customer
is on the phone requesting repairs. Data
from this screen is used to help the call
center choose the service center that is
both nearest and best qualified to perform
the work.
12 — February 2003
www.mcmelectronics.com
The CA Update
2002 was a very busy and fruitful year!
It was a time for taking stock and a long
hard look at what our Certification program
is accomplishing, and searching for better
ways to meet our responsibilities to the electronics community!
As important as any other aspect, we
thought a good look had to be taken at our
involvement not only in certifying and recognizing the abilities of technicians
involved, continuing to uphold ISCET standards of academic integrity; but also to take
a look at what was happening in the education arena with respect to teaching young
people the basics of electronics. We found
some things we liked, and some things we
didn't like, as might reasonably be anticipated.
We liked the structured courses we saw
in some areas, starting teaching at the high
school level and continuing into Junior
College with one program of instruction,
using a recognized exit level test to recognize the accomplishments of the students.
These plans gave the time necessary to adequately train the students so that in the end
there was a good understanding of the subject that could provide a solid base to continue in the discipline choice of the student.
We liked some of the well equipped
facilities that utilize computers to teach and
test.
We didn't like some of the educator comments we heard that alluded to budget cuts,
and not enough hours of instruction to serve
the needs of those interested in electronics.
Taking these and many other elements
into consideration, ISCET has stepped into
today's world and launched programs that,
we hope, will be a credit to us all:
1. The Online Testing of electronic technicians both nationally and internationally.
2. The Online Learning — where anyone
can study the electronics courses of choice,
complete with progress self-tests and grading.
3. The acquisition of the NASTEC certification for Appliance Technicians, now completely handled by ISCET.
4. The development of new certification
tests to replace some of the older versions,
as well as adding to the disciplines covered.
Many more details will be unfolded for
you in the next issue of CA Communicator,
which is scheduled for publication before
3/31/03, and the end of each calendar quarter following.
These and many other programs will be
forthcoming in the next few months. The
Certification Administrators (CA’s) are the
backbone of our efforts. Let us hear from
you. Your years of experience are valuable
to us. Tell us how you believe ISCET should
better serve the Electronics Industry. Try us
at:
(continued from page 11)
did and of course he had to know what they
were. I can't even pronounce most of them
to say nothing of properly spelling any. I
began trying to name each of them, as I was
able to recall.
After all that is the story of how I started
this trip. I was getting all my medications
together at home, placing them all into one
container so that I could carry them on with
me. I have never chanced them being lost in
my checked baggage because of all the
detail it would require to have them
replaced. I went through each bottle carefully measuring every day's dosage then placing each into a single container to place in
my medication bag. I didn't put them in the
bag at the time because it becomes much
more difficult to place the insulin with an
ice pack in the same container. I managed to
overlook this until arriving in Dallas to connect with my Las Vegas flight. I called home
and ask my wife to overnight the medications that I had hastily managed to forget. It
took $41.00 and until Monday at 10:30 AM
PST to get my medication that I had walked
out and left Friday evening. Now this gentleman needs me to name each of those
medications.
As I went through my litany of heart
medications this gentleman ask me if by
chance I ever took nitroglycerine? I told him
that I did and reached into my pocket to produce the small vial that I had. Everything
then changed as the gentleman said, “I've
found it. He's on Nitroglycerine.” This is
the reason the machine had indicated I was
carrying explosives. They gave me back all
my equipment and helped me pack them in
my case.
When you think about what just occurred
it is rather impressive. I hadn't taken my
high blood pressure medications because I
had forgotten to pack them, but I had taken
nitroglycerine several times to relieve my
chest discomfort when walking that long
distance between our hotel and the meeting
rooms. After receiving my medications I
had taken no nitroglycerine since Monday
evening. Wednesday afternoon nitroglycerine was detected on my computer because I
had used this computer after taking the
nitro. It is hard to believe this detection was
made from deposits of body oil from my
fingers touching the keys over 48 hours
prior. It should make you feel a little bit
safer knowing these machines can detect
such small amounts of explosive residue.
We may all be safer because of it.
by Ed Clingman, ISCET Administrator
Welcome New CA’s from 11/27/02 to 1/22/03:
Barry L. Fichter
Casey C. Rackley
J. Marty Rogers
Aco Sikoski
Edward Vahedi
14 — February 2003
Alexandria, VA
Knoxville, TN
Knoxville, TN
Valparaiso, IN
Baltimore, MD
Physical Address: ISCET
3608 Pershing Ave.
Ft. Worth, TX 76107
E-mail: Ed@iscet.org
Phone: 800-797-9197 ext. 18
ADVERTISERS:
Does ProService Magazine reach your
target market? Would you like to advertise
with us? Why not request more information?
Contact: ProService Magazine, Attn: Advertising,
3608 Pershing Avenue, Fort Worth, TX 76107 or call
817/921-9061 ext. 13 for more information.
Welcome New Associates & CET’s
Welcome New New CET’s:
P assed Journeyman Exam
from 11/28/02 to 1/23/03
Certification Administrator:
Name
City, State
Earl Fosler CET/CA:
Randy L. Goldsmith CET
John C. Pierce CET
Jason ProthmanCET
Lincoln, NE
Lincoln, NE
W est Point, NE
Earl Fosler CET/CA:
Joseph Badura
Mark J. Chrisman
Craig T. Fullerton
Randy L. Goldsmith CET
Jason Prothman CET
Dragan Simanic
James R. Volz
Lincoln, NE
Fremont, NE
Lincoln, NE
Lincoln, NE
W est Point, NE
Seward, NE
Humboldt, NE
James A. Brazeau CET
Roger O. Hanson CET
Kingston, W A
Everett, W A
James A. Brazeau CET
Curits V.H. Howard
Henry L. Schroeder III
Kingston, W A
Makawao, HI
San Mateo, CA
Chalmer L. Barrett Jr.
Robert W . Reeves
C. Dak Robertson
Cheryl A. Whitbeck
South Haven, KS
Francisco Fernandez
Jose L. Trevino
Mission, T X
McAllen, T X
David M. Rock
Seth K. W orden
AL
AL
AL
AL
Midland, T X
Kermit, T X
Proctor:
Jim White CET/CA:
David G. Berman CET
Gadsden,
Gadsden,
Gadsden,
Centre,
Leticia F.
F. Porras CA:
Robert G.
G. Gonzalez CA:
Rod D. Moore CA:
Michael D. Pyeatt CET
Harper, KS
W ichita, KS
W ichita, KS
Towanda, KS
Mc Pherson, KS
W ichita, KS
W ichita, KS
W illiam Patterson CA:
Roger W . Fullwood CA:
Roger W . Fullwood CA:
Jeremiah J. Kristek
Roger W . Pierson
Garret W . Powell
Lance E. Roberts
Tavis J. Schroeder
Jason A. Shelton
Clifford A. Smith
Los Angeles, CA
Robert G.Ackerman II
Welcome New New Associates:
P assed Associate Exam
from 11/28/02 to 1/23/03
Certification Administrator:
Name
City, State
Gregory Christian
Alan H. Green CET/CA:
Frederiksted, VI
Taylor,T X
Edward Reilly Jr.
Jr. CET/CA:
Surakij Riewraeng
Earl W . Hines CET/CA:
Amanda J. Clements
James A. Gaskins
Britt A. Jolley
Stuart Yeager
Sweetwater,T X
Dallas, T X
Sweetwater,T X
Midland, T X
Las Vegas, NV
Robert Ritacco CA:
John Attafah
Cheyalee Tutu
W orcester,T X
W orcester,T X
Norman Ahlhelm CA:
Dustin L. Laferney
Killeen, T X
Louisville, KY
Bernadette Astorga
Astorga CA:
Ryan L. W alker
Michael T.Anderson
James T. Berent
David C. Chandler
Joseph J. Switniewski
Buffalo, NY
Buffalo, NY
Buffalo, NY
Buffalo, NY
Delbert A. Long
Shane M. McFadden
Jeff Eckhardt
David Greathouse
Philipp Lampert
Paul Pettit
Minh Chi Phuong
W illaim J. Thomson
W indsor, CO
Aztec, NM
Broomfield, CO
Gilbert, A Z
Brooklyn, NY
Alamogordo, NM
Leslie Paul Sheets CA:
John J. Smego
Carbondale, IL
J. Tracewell Thornberry CA:
Neil C. Grant
Sherwood, OR
Sammie C. Thornton CET/CA:
Samuel W .Gill
David J. Bates CET/CA:
Rachael A. Jostad
Thomas M. Schiffer
Christina M. Schlegel
Holmen, WI
Mindoro, WI
Black River Falls, WI
Alan C. Besore CET/CA:
Jason W .Anthony
Louis F. GriffinJr.
David W . Rosendahl
Jonathan D. Sands
Juan M. Sierra
Robert L. Thompson
Hector Vazquez
W est Palm Beach, FL
W est Palm Beach, FL
Jupiter, FL
W est Palm Beach, FL
W est Palm Beach, FL
W est Palm Beach, FL
Boynton Beach, FL
Marcin Banacki
Lukasz Grynczel
Jan O. Nikolaj
Krzysztof S. Szacilo
Bialystok, Poland
Biakystok, Poland
Biakystok, Poland
Tychy, Poland
Hassell H. Craft CA:
Holly A. Cowan
Ross R. Hendricks
Heretta F. Mcmahan
Richmond, KY
Georgetown, KY
Mount Sterling, KY
Michael Dixon CET/CA:
Joshua O. Burton
Hustonville, KY
Fuquay Varina, NC
L.A. Leibensperger
Leibensperger CET/CA:
Christopher Boring
Shawn M. Bray
Jason M. Fessler
John G. Horvath
George W . Kulp
Michael T. Prentiss
W alter Splesinasz
Todd J. Slakoper
Allentown, PA
Tamaqua, PA
W ernersville, PA
Allentown, PA
Barto, PA
Allentown, PA
Coplay,PA
Coaldale, PA
Earl Tickler CET/CA:
Andrew T. Collins
John L. Lambros
Linwood R. Nelson
Baltimore, MD
Baltimore, MD
Baltimore, MD
Richard V igue CET/CA:
David E. Harrington
Hampden, ME
Troy W est CA:
James F.
F. Lockhart CET/CA:
Patrick J. Sumerlin
Alabaster,A L
Terry Lee Mohr CA:
Bohdan Edward Borowik CA:
Fullerton, CA
Costa Mesa, CA
Lazergrade:
Lazergrade:
Midvale, UT
Richard Bateman CET/CA:
Parviz Shams CA:
Edward J. Kimmel CET/CA:
Tim G. Merse
Brian R. French
Juan C. Ramirez
Blythe, CA
Blythe, CA
Gary P.
P. Moore CA:
Justin L. Driver
Jason A. Lampley
Douglas S. Littlejohn
Randy E. W allace
Gilbertsville, KY
Paducah, KY
Eddyville, KY
Symsonia, KY
El Paso,
El Paso,
El Paso,
El Paso,
El Paso,
El Paso,
El Paso,
El Paso,
El Paso,
El Paso,
El Paso,
El Paso,
TX
TX
TX
TX
TX
TX
TX
TX
TX
TX
TX
TX
Dr.
Dr. Kenneth L. W ilson CET/CA:
Rod D. Moore CA:
Michael J. Carter
Stan P. Converse
Michelle L. Ellis
Ryan C. Green
Nathan D. Hale
Brian G. Hollis
Jose Acosta
Adrian Aguirre
Jose L. Bustamante
Charles L. Collins
Santiago Garcia
Henry Masala
John D. Ritchey
Zachary K. Roberts
James A. Robles
Luis A. Robles, Jr.
Jose L. Rosado
Arturo Torres, Jr.
W ichita, KS
W ichita, KS
W ichita, KS
W ichita, KS
W ichita, KS
Eureka, KS
Tu Anh Ong
San Diego, CA
David L. W oodruff
oodruffJr.
r. CA:
Jason R. W ilson
Branchland, W V
15 — February 2003
www.tritronicsinc.com