Tom - I worked with field technicians, Call Centers and I trained Call Centers in previous life and agree with you. I think it is also a training issue and I.T. issue. I recall my Call Center/RMA standard operating procedures (SOPs) required just what you said - the more detail the better in RMA. But the actual issue was my Call Center staff didn't have enough space in the paperwork to write in more detail, or I didn't provide them enough training.
There is a group that studies this: http://www.ciac-cert.org/index.cfm/AboutCIAC Felix --- Tom DeReggi <[EMAIL PROTECTED]> wrote: > Jack, > > I respect you for accepting repair jobs, where you > do not charge for > unrepaired items. There is a real cost to the intial > troubleshooting. > I think its great to have one more option for > possible repair. > > I'll share some personal insight. This is not > directed at ezlink, but al > lreapir centers in general. One of the biggest risks > in using repaired goods > is the cost to isntall the radio far exceeds the > cost of the repair, often > far greater than the cost of a new radio. So if a > board comes back not > properly repaired, but stated as repaired, its > costly to the client, and not > worth the client considering future repairs, if the > track record is not > consistent. Further, if a repair comes back stated > as unrepaired, the > client wants to know for sure whether that is a > product that needs to be > thrown in the trash or resend out to a more > competent or more willing repair > centers. For example, how does the client know that > the board was truly > blown versus a reapir center that jsut felt it > wasn;t cost effective to > investigate whether it was repairable, based on the > tools and resources he > had? These two problems are the two problems that > frustrate clients. Whats > ironic is that there is an easilly solution to this > problem, and its called > "documenting summary of work". I have found that > client want to and can > trust their repair vendors, and all that is needed > is a communication > process that shows the reapir center did their best > and what they did. The > more detailed the repair troubleshooting log is, the > more confortable the > client feels. For example, if a client reports a > problem such as "locks up > when hot", if the vendor responds, "put heat gun on > board for 30 minutes, no > lockup occurred" or "replaced FAN, no lockup for 30 > minutes", it would > infer that the repair center heard the reported > problem accurately, and > attempted to investigate the actual problem. Or > "Ethernet Chipset fried to > a crisp, no repair possible", would let a client > know clearly why its not > repairable from the specific repair center. The > client could then choose to > send it to a repair center that advertised "chipset > level repairs possible". > These are just examples. But what I hate to see, is > jsut get a radio back > that says "repaired" or "not repaired" with little > detail, because it does > not give me that cosy feeling of an answer that I > can rely on. > > I do not know ezlink's policies and proceedures, but > I'd be interesting in > hearing how Ezlink handles it. > > Tom DeReggi > RapidDSL & Wireless, Inc > IntAirNet- Fixed Wireless Broadband > > > ----- Original Message ----- > From: "Jack Weinberg" <[EMAIL PROTECTED]> > To: <[EMAIL PROTECTED]>; "'WISPA General List'" > <wireless@wispa.org> > Sent: Thursday, July 19, 2007 11:58 AM > Subject: RE: [WISPA] trango repairs > > > > Victoria if you ever have response issues with us > please call me directly. > > > > > > Jack Weinberg, President > > 69 Public Square , 14th Floor > > Wilkes-Barre, PA 18701 > > > > 570-823-9804 > > 1-866-439-5469 > > > > 570-823-9867 fax > > > > [EMAIL PROTECTED] > > > > Ezlinx.net repairs and refurbishes Motorola, > Alvarion, Tranze, Trango, > > Proxim and many other brands of wireless > equipment. Call us for all your > > wireless neeeds. 1-866-439-5469. > > > > > > > > > > > > > > -----Original Message----- > > From: [EMAIL PROTECTED] > [mailto:[EMAIL PROTECTED] On > > Behalf Of V Proffer > > Sent: Thursday, July 19, 2007 11:50 AM > > To: 'WISPA General List' > > Subject: RE: [WISPA] trango repairs > > > > Oh I forgot, those are the ones I backed over with > my duly 3 or 4 times, > > lol. > > Normal wear and tear. Two, that I know of had > burnt out Ethernet ports. > > Your tech did state that one was repaired, when in > fact it was not. > > > > I guess my real issue was the fact that it took > over a month before any > > one > > even looked at them. As well as another company I > am working with had the > > same issue. > > > > Jack, we need a company like yours especially when > Trango wants outrageous > > money for repair. It would just be nice if your > company was a little more > > responsive. > > > > > > -----Original Message----- > > From: [EMAIL PROTECTED] > [mailto:[EMAIL PROTECTED] On > > Behalf Of Jack Weinberg > > Sent: Thursday, July 19, 2007 10:28 AM > > To: 'WISPA General List' > > Subject: RE: [WISPA] trango repairs > > > > When you send us something that has been > destroyed, its rather difficult > > to > > repair. Some units are beyond repair, even at > the manufacturer. > > Remember > > we do not charge for unrepaired units. > > > > > > > > Ezlinx.net Inc. > > Jack Weinberg, President > > 69 Public Square , 14th Floor > > Wilkes-Barre, PA 18701 > > > > 570-823-9804 > > 1-866-439-5469 > > > > 570-823-9867 fax > > > > [EMAIL PROTECTED] > > > > Ezlinx.net repairs and refurbishes Motorola, > Alvarion, Tranze, Trango, > > Proxim and many other brands of wireless > equipment. Call us for all your > > wireless neeeds. 1-866-439-5469. > > > > > > > > > > > > > > -----Original Message----- > > From: [EMAIL PROTECTED] > [mailto:[EMAIL PROTECTED] On > > Behalf Of [EMAIL PROTECTED] > > Sent: Thursday, July 19, 2007 11:19 AM > > To: 'WISPA General List' > > Subject: RE: [WISPA] trango repairs > > > > I sent them 5 units last month, one 5830 AP 5800 > Su and 3 Fox 5800. Over > > a > > month later they sent them back to me, none > repaired. > > > > I am working with another company that is training > on the repair, may have > > another option soon. > > > > > === message truncated === ____________________________________________________________________________________ Need Mail bonding? Go to the Yahoo! Mail Q&A for great tips from Yahoo! Answers users. http://answers.yahoo.com/dir/?link=list&sid=396546091 -------------------------------------------------------------------------------- Would you like to see your advertisement here? 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