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This topic comprises 2 pages: 1 2
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Author
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Topic: Component Engineering's nonexistent customer svc. policy
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Paul H. Rayton
Expert Film Handler
Posts: 210
From: Los Angeles, CA , USA
Registered: Aug 2003
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posted 06-08-2008 07:04 PM
We've got a Component Engineering "MS-100" booth monitor we use. It's basically a 20 watt audio amplifier and a few switches to select what channel you're listening to.
It quit working a couple of weeks ago. In fact, it blew the fuse located on the back of the box. We arranged a temporary setup to check sound, and began to try to figure out how to get it fixed.
We checked here (Film-Tech) for information. Hooray, it's listed in the Manuals section! We're in luck.... oops, maybe not, just a block diagram, no real tech info. Hmmmmm.
We then contacted Component Engineering via e-mail, to ask about a schematic. They replied and said they "do not release the schematic". They then inquired of the serial number of the device, suggesting that they might be able to service it.
We duly sent them the serial number. The reply to that was, effectively, "you unit is too old, you should throw it out and buy a new one". (We have the e-mails to confirm all this, I'm just summarizing it here)
A 20 watt audio amp. isn't exactly a military secret (or is it?), so their unwillingness to share a schematic is a fine example of customer service that's not there.
Part two of the story: we have someone who works with us who's quite skilled in electrical issues (and occasionally volunteers his time and services to help us out). He took the monitor home and, in a couple of days, replaced the following: (1) 4700mfd capacitor ($2.70), (1) 100mfd capacitor ($.70), (1) bridge rectifier ($.48). Sales tax on the above came to .32, and the shipping (from Jameco) was $6.59. TOTAL COST OF REPAIRS: $10.79.
A new monitor from Component Engineering lists for $758.00. I'm not sure my math is quite as good as it once was, but I think the $10.79 is a good saving over any possible sales discount we'd get off of $758. Or is there a dealer out there who gives away products?
We're not rolling in money, so it would have been a significant "hit" to pay for a new one (especially since they didn't want to bother even trying to fix ours -- remember, it was "too old"!).
I just relate this tale to inform you out there that their customer service seems to exist in name only. Has anyone else had similar issues? A competent service person should be able to repair your monitor. For example, some of the capacitors were even available at Radio Shack, except those had the wrong kind of leads to fit in the tight area inside the monitor.
I was shocked at this whole saga, because somehow I thought CE stood behind their products. Apparently, I was a bit mistaken.
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Paul H. Rayton
Expert Film Handler
Posts: 210
From: Los Angeles, CA , USA
Registered: Aug 2003
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posted 06-08-2008 11:42 PM
Their exact words to us were: quote:
Read the rules of this forum, Paul.
And so, at that point, we came to the conclusion that they were either uninterested or unable to service it, and did it ourselves.
I did think about sending it to Mark's company, but when it was clear it was a minor problem, we just did it in-house. My service guy sent CE a message over the weekend, maybe they'll reply.
As for Dolby not printing schematics, yes, but, for the most part, they can still repair/exchange cards for their units. And, for a really simple device like an audio monitor, it just baffles me how they couldn't somehow support it now.
And, yes, once we looked into it, it was apparent that it DID appear to be built with servicing in mind... the idea of not having to undo all the various leads where they attach to the back of the box, wow, thank you for that, CE! (Too bad I didn't discover that until we'd already disconnected everything!)
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