ProService - ISCET, the International Society of … · Meal Event at Stadium Sponsored by Sony. ProService - February 2007 This Month: ... ProService Magazine is ... Fax 817.921.3741

ProServicem a g a z i n e

[webedition]The Journal of NESDA and ISCET Vol XXXIII No 1 bull Feb 2007

TAKE ME OUT TO THE

BALLGAME

Tickets Sponsored by JVC Service amp EngineeringMeal Event at Stadium Sponsored by Sony

Seq-1(C) 1993 Michael Ford Archives For ENSONIQ

Trumpet

Acc Strings

Bass Strings

Lead Strings

Clarinet

Tuba

Trombone

French Horn

Bells

Flute

French Horn 2

French Horn

Cymbal

Bass drum

Snare

copyright 93

Michael Ford

Archives

215 8899744

ProService - February 2007

This Month

Calendar

Corporate Members

Advertisers

ProServiceAn official journal of the

National Electronics Service Dealers Association and The International Society of Cer-tified Electronics Technicians

PurposeProService Magazine is

published by the National Electronics Service Dealers Assn 3608 Pershing Ave Ft Worth TX 76107 It is intended for the enlighten-ment education and en-tertainment of 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

Business amp Editorial Offices

3608 Pershing Ave Ft Worth TX 76107

8179219061Fax 8179213741wwwnesdacomwwwiscetorg

Executive Director Mack BlakelyDirector of

Communications Sheila FredricksonsheilanesdacomGraphic DesignerAssociate Editor

James Keeslerjamesnesdacom

Submit articles toEditornesdacom

CopyrightCopyright copy 2007 by NESDA Inc

All rights reserved No part of this publication may be repro-duced or transmitted in any form or by any means without written permission from NESDA

ATTENTION READERSProService Magazine is

now an ONLINE publication that can be found only at wwwnesdacom except for the April and August issues

ACME Enterprises of Orlando AFFINA

ANEW Business Solutions Aon Innovative Solutions

APHUSA (Akai) At Your Service Software

BampD EnterprisesChoice Electronics

ComputerRepaircomConsumer Priority Service

DatacolorEagle Distributors LLC

ElectronicycleEuras Technologies LLC

Federal Warranty Corporation FieldPower Inc

Funai Corporation Global Warranty Group

Herman ElectronicsHitachi America LTDHome Electronics Division

Howard ElectronicsHong Video Technology

IBMIMR Sector Council

International Light Technologies JVC Service amp Engineering Co

KeyPrestige IncLiquidity Services Inc

Lighting Technologies International MCM Electronics

Mitsubishi Digital Electronics NEW

Onkyo USA Corporation Pacific Coast Parts

Partsearch Technologies Philips Consumer ElectronicsPioneer Electronics Svc Inc

PlusOne SolutionsPrelco Electronics USA Inc

Professional Audio Video Service Professional Service Solutions LLC

PTS ElectronicsQualxserv

Sams Technical PublishingSanyo Fisher Service Company

SatisFusion IncSencore Inc ServiceBenchServiceNet

ServicePower Field Service Solutions Service Software

Sharp Electronics IncSignal Holdings

Sony Service CompanyThomson Inc

Toshiba America Consumer Products LLC Tri-State Module Inc

Tritronics IncUnion Electronics

Warrantech Consumer Product ServicesWarranty Corporation of America (WaCA)

ZSL Inc

PTS Electronics 6

ISCET Online Learning 21

MST 12

NPSC 24

Tritronics Inc back cover

Send your calendar items to Editornesdacom

2007 (40th Annual) International Consumer Electronics Show January 8-11 2007 Las Vegas Convention Center Las Vegas NV

OPEArsquos 47th Annual Western Regional ConventionAt the Hood River Inn Hood River OR March 8-11th 2007 Plan on Three-Full-Days of Training Eight Sponsored Meals and a Trade Show More details and updates wwwopeainfo email wrcon2007hotmailcom Voice MailFax 503-284-4279 OPEA is a NESDA Affiliate

National Professional Service Convention amp Professional Service Trade Show Marriott Denver Tech Center Convention July 24-28 2007 Denver CO Trade Show July 26-27 2007 NESDAISCET Board Meetings NESDAISCET Annual Membership Meetings

T-E-A Annual Convention amp Management Institute October 19th -21st 2007 The Westin Dallas Fort Worth Airport - Irving TX

A Call For UnityNESDA Presidents Messageby Fred Paradis CSM 3

ldquoWe Decide How Long We Want to Hang Aroundrdquo by a NESDA Servicer 4 17

HVT Triples DLP Light Engine Repair And Recycling Capacity 5

Service Summit 2007 Minutes 6 11 17

Early Detection Monitor A Revolutionary New Source Of Revenue And Actionable Informationby Timothy S Collins 7-9

MCM Electronics Introduces Cost Effective AV To Cat5 Baluns With Keystone Flexibility 10

New NESDA Members 10

Winter Meeting Reports 2007 12-16

The Passing Paradeby Ed Clingman 18 19 21

New Certified Technicians 20

Jackhammerby David Bates CET 22-23

ISCETrsquos Newest Certification ldquoMSTrdquo 23

NPSC Registration Form 24


Fred Paradis CSM bull NESDA PresidentDaversquos Radio amp TV Inc (CSC) Ashland MA

NESDA Presidentrsquos Message

A CALL FOR UNITY

ldquoAnd hey why not roll out a program with 10-year-old rates when you know that most will be too scared to fight back ldquo

NESDA Now Administrator of

CSC Program

NESDA took over admin-istration of the Certified Service Center program in January of last year If you are considering applying for certification through the program the NESDA office can assist you with any questions you may have about certification

CSC patch availableThis good-looking patch is available to Certified Service Centers for their own use Please contact NESDA for information

on how to order

ello allAs you know the last time we spoke was before the Winter Board meetings and much has been said and written

about the PhilipsIBM situation so I will not belabor the point

Do you think this is the only issue that is facing us today Hardly My own thoughts have been that this business model has been watched very closely and if it succeeds expect more programs to arise with others who are under enormous pressure to cut costs The service industry is being attacked not by the service divisions themselves but more from the sales divisionrsquos price slashing tactics with the trickle down effect being shrinking margins equal shrinking budgets And shrinking budgets can make any questionable business practice al-most seem like it is the right thing to do And hey why not roll out a program with 10-year-old rates when you know that most will be too scared to fight back We will still get the products fixed only cheaper Why not roll un-licensed field service operations into metro ar-eas what are they going to do about it Why not let mysterious national service providers skim the cream and leave me to run calls ev-erywhere but my own town After all whorsquos going to complain

Me Thatrsquos who

And you should also And so should anyone in our organization who feels they are not getting a fair shake I am not talking petty issues a claim that wasnrsquot paid a part that was shipped

in error etc Those are just issues that face any service center during the course of any busi-ness day I am talking real procedural issues that could possibly destroy my business Those are the things that our NESDAnet Discuss list was intended for NESDA members discussing things that affect other NESDA members But what about those who are not NESDA mem-bers What if you are a member of another service organization and you are facing much of the same issues that we are What if yoursquore not a member of group A or B but are heavily involved in C What should you do now

I had the distinct pleasure to sit down with leaders from some of the other trade associa-tions during our Winter Meetings and it was an extremely positive discussion The prom-ise we made to each other was to keep an open dialogue amongst our groups with no rhetoric or posturing All at the table know that we need each other now more than ever and in order to have a future we have to for-get about the past We all pledged to be bet-ter industry partners and to work together to improve the service industry not just for our respective associations but for the service industry as a whole That is my mission I hope it is yours also

Respectfully submitted

Frederic Paradis CSMNESDA President

TV VIDEO BUSINESS FOR SALEOwners retiring 28 year tvvideo service shop with stellar reputation for sale Located in the fast growing Ormond Daytona Beach Florida area Plenty of room for future growth Serious buyers only please $175000 Contact via email at PTZSBaolcom

Classifieds

H


ldquoWE DECIDE HOW LONG WE WANT TO HANG AROUND rdquo

hen I opened this business 21 years ago it was drilled into my head the customer comes first and we must

take care of them Since I am also a customer sometimes I understood this and appreciated it I was not always able to get the job done as fast as the factory third party company or extended warranty wanted me to do it But I was always in there trying I learned to depend on my Tech Reps We had a symbiotic relation-ship I took care of the customer and they took care of me

Then a new group entered the picture They were recent graduates of business school They began to infiltrate our industry and you could tell by the policy shift at a particular com-pany when one of them was hired into service or warranty They became the numbers guys Everything had to meet a certain criteria Heaven help you if you didnrsquot get it done in a certain number of days The part is on back-order you say

Well just adjust the numbers and make it look good It was all about ldquolooking goodrdquo

These days we have another class from busi-ness school Their theory is they have a group of people that they can take money away from and they never have to face them talk to them or answer to them They are too far up the cor-porate ladder They are smug convinced they are always right and are not worried about tell-ing this group how much they dislike them

This group is US Servicers who spent years learning their trade taking care of customers so they will buy from that manufacturer again or renew their extended warranty We have collectively spent millions of dollars for service information parts and equipment We have purchased or leased buildings and trucks hired employees who now depend on that paycheck every week whether the owner gets paid or not Most of us have put our heart and souls in our businesses

And what do we get A constant battle with some companies who want us to do the work

but do not want to pay us even when we have an authorization number There is a certain fac-tory that has had many problems in the last few years been in the newspaper often and not in a good light and they are arguably one of the worst about not wanting to pay I will not name anyone

Those of us in the business know who they are

Business school graduates commonly known as bean counters have a very narrow view of service All they see is their bottom line and it is shrinking Is this our fault NO it is not I submit it is the result of their short sighted policies about cutting corners that started in research and development and proceeded to manufacturing and parts purchases and finally to sales and service Instead of jumping on the cheapest TV bandwagon why not spend that extra 15 cents on each TV and buy a quality part instead of buying parts all over the world They could set up parts manufacturing here in America and put Americans to work They would not have to wait weeks or months for a part and they could control quality I guar-antee they would have come out ahead given the millions or billions of dollars that go into replacing units for lack of parts or in response to lawsuits

Today I got a call from another factory person His company is now on the ldquowe have to cut ex-pensesrdquo bandwagon At first he told me they were not going to pay my claim because it had 2 parts on it After talking to my Technician he backtracked and then told me they were going to pay the claim But the new rule is if a part has not failed donrsquot replace it even if you are sure it will fail soon You are only authorized to replace one part per job To do otherwise you must have explicit reasons for replacing each one and get it approved

I took his name and phone number and made him tell me that if I have to go back to Mississippi and pick up that TV again for repair that he is going to pay me again Of course I should have gotten that in writing and I will

ldquoTheir theory is they have a group of peo-ple that they can take money away from and they never have to face them talk to them or answer to them They are too far up the cor-porate ladderrdquo

ldquoAnd what do we get A constant battle with some companies who want us to do the work but do not want to pay us even when we have an authoriza-tion numberrdquo

WThe following post was sent to NESDAnet by a long-time member of NESDA

Itrsquos worth reading The ldquocan dordquo attitude of this member is refreshing

continued on pg 17


HVT TRIPLES DLP LIGHT ENGINE REPAIR AND RECYCLING CAPACITY

epairRecycling Capacity to Support Environmental Efforts of Consumer Electronics Manufacturers

NORCROSS Ga - Jan 8 (SEND2PRESS NEWS-WIRE) -- Hong Video Technology Inc (HVT) is pleased to announce the completion of its expanded and renovated electronics display repair facility including construction of a large darkroom that more than triples its capacity for alignment and testing of digital light pro-cessing (DLP) light engines

During the second half of 2006 HVT experi-enced a 500 increase in the number of DLP light engines it refurbished The increase is due in part to a maturing market for HDTV which uses digital light engines as the primary light source in DLP displays

The increased volume also stems from a sharp rise in the number of manufacturers and OEMs that have chosen to repair and recycle defec-tive displays rather than dispose of them HVT currently repairs five of the six most popular DLP light engines used for DLP televisions

ldquoThe US electronics industry on the whole is becoming more sensitive to environmental concerns forced somewhat by the compliance requirements set by the European Union and US Environmental Protection Agency But whatrsquos really great about this is that whatrsquos good for the environment also costs less for manufacturers and ultimately consumersrdquo advises Chris Fabian a Consumer Electronics consultant for HVT

In addition to a darkroom dedicated to DLP light engine repair HVTrsquos newly renovated fa-cility includes 14000 square feet of climate- and ESD-controlled production area and a 1700 sq ft class 10000 clean room For cer-tain DLP light engine repairs that require an ultra-clean environment HVT technicians use class 100 workstations

ldquoWe are about quality and leading the electron-ic display repair industryrdquo says HVT president George Hong ldquoWith the renovated facility we

have the capacity knowledge and resources to continue to advance our capabilities and consistently meet or exceed customer require-mentsrdquo

About Hong Video Technology Inc (HVT)HVT is the leading outsource supplier of DLP light engine repair and recycling in the United States HVT also pro-vides custom solutions for LCD panels and newer electron-ic display technologies Customers include manufacturers OEMs and dealers in the consumer electronics retail gaming auto marine computer and other industries

More information wwwHVTnetcom or Chris Fabian at CFabianprofservsolutionscom or (770) 286-0502

Text provided by the news sourceNEWS SOURCE Hong Video Technology Inc Send2Pressreg is the originating wire service for this story

ldquolsquoThe US electronics industry on the whole is becoming more sen-sitive to environmental concerns forced some-what by the compli-ance requirements set by the European Union and US Environmental Protection Agencyrsquordquo

R

HAVE YOU SIGNED UP

FOR THE BUYING

GROUP

Sign Up Online At wwwthebuyinggroupcomnesda


1 Introduction and Opening Remarks

After opening remarks by Wayne Markman CETCSM and Fred Paradis CSM NESDA Presi-dent introductions were made Concern was expressed for those manufacturers who were not represented at the table Last year servicers were excited about the prospects of servicing new high definition

product The excitement has waned due to recent changes in serviceable versus exchange product and warranty reimbursement rates

2 General Industry Topics

General industry topics that included adminis-trative costs (A) board level repairs (A) parts availability (B) core handling (B) and antici-pated changes at the manufacturersrsquo service departments (B)

A Wayne Markman began the discussion by asking the manufacturers what they could do to improve administrative efficiencies for servicers Mark Blevins (Toshiba) point-ed out that administrative costs impacted them as well For example forty percent (40) of the light engines returned as defective are not Although this number is coming down it is still high and requires extra work for the manufacturer Toshiba is also working on flat rates to minimize difficulties in filing claims Going forward the strategy is to have Toshiba handle more of the front end with the consum-er This should provide better triage and confirming the warranty Also they want to look at drop shipping parts for war-ranty repairs to speed up cycle time Chuck Shafer (Sharp) asked servicers what their perceived cost of administra-tion is Fred Paradis estimated it to be 30 percent George Weiss CSM EHF said it varied by manufacturer Sharprsquos service advisory council of ten said it was usually one administrative person for every three techs or roughly thirty percent There was also some variation based on product category Fred pointed out that the techs are getting more involved in the adminis-trative work which cuts into productivity Wayne Markman sees the handling of cores and other returns as the big-gest increase in administrat ive

SERVICE SUMMIT 2007 JANUARY 10 2007

RIVIERA HOTEL LAS VEGAS

continued on pg 11

Kim Wagner CSM - Chair NESDA Legislative Committee

PLASMA HDTV

DLP LCD

Clean Room TechnologyTech Assistance Call Center

HIT

AC

HI

JV

C

MIT

SU

BIS

HI

P

AN

AS

ON

IC

PH

ILIP

S

SA

NYO

S

AM

SU

NG

SHARP SONY THOMSON TOSHIBA ZENITH

Serving Todayrsquos Technology and BeyondCorporate Headquarters 5233 S Hwy 37 Bloomington IN 47401

800-844-7871 bull Fax 800-844-3291e-mail ptsptscorpcom bull wwwptscorpcom


ldquoEDM is an innovative new solution that en-ables manufacturers to partner with dealers and independent ser-vice centers to capture product defect informa-tion earlyrdquo

Editorrsquos Note Aside from presenting an excellent picture of the Early Detection Moni-tor program currently being presented to the industryhellipit is an equally excellent commentary on the dynamics existing today in the Consumer Electronics market ndash Editor

he consumer electronics industry has evolved over the years into a highly competitive global struggle for domi-

nance amongst manufacturers and deal-ers all of whom are seeking a leading edge and consumer loyalty

Often these efforts result in cost constraints being placed on the Independent Service Cen-ters and those who directly support consumers who of course are the ultimate judges of what products to buy and what dealers to buy them from The manufacturers have always faced the challenge of surviving in a highly competi-tive market constantly striving to attract more consumers with added technology bells and whistles Therein lies the dilemma of the per-sistent squeeze up and down the supply chain that adds to the cost of doing business at ev-ery level of the consumer electronics industry Also presenting a challenge is the rapid pace of innovation and the rush to market that is re-sulting in shorter production cycles while prices continue to plummet in advance of new prod-uct releases These dynamics have plagued the consumer electronics industry for years and everything that can be done to improve the bot-tom line for all of those along the supply chain is being done ndash until now that is We are proud to announce Early Detection Monitor to the In-dependent Service Community and specifically to those highly qualified service companies that utilize the very best of the Certified Electron-ics Technicians (CETrsquos) EDM is a new consumer

electronics industry inspired solution that gets the independent service center involved early in the model introduction cycle of new products

EDM is an innovative new solution that en-ables manufacturers to partner with deal-ers and independent service centers to capture product defect information early enough in the production cycle to avoid the potentially catastrophic costs associat-ed with large scale product failures andor critical safety hazards

By providing an automated platform from which the manufacturer can obtain pre-warranty deal-er and service center product failure informa-tion dealers and technicians can now report their early defect observations directly to the manufacturer enabling them to capture critical informa-tion within days and weeks of shipping new models Until now Early Detection of initial product defects following a new product release has taken literally months from initial product distribution to warranty claims detection that a product defect has occurred in the field This inherent delay in obtaining meaningful early detection infor-mation on new products has presented major challenges for the manufacturers and has po-sitioned them in a reactive stance rather than a proactive stance

By taking early action to counter ma-jor problems with a new product model Service Centers (working closely with dealers and manufacturers) can report

EARLY DETECTION MONITOR A REVOLUTIONARY NEW SOURCE

OF REVENUE AND ACTIONABLE INFORMATION

Timothy S Collins Manager Business Development

T


their observations and become involved in initial out of the box failures This will result in a new revenue stream for the independent service community through early reporting (for a fee) and assisting with initial field rework programs which up until now were usually handled by the manufacturer following a massive re-turns program

It is a winwinwin for the man-ufacturer the dealer and the independent ser-vice centers that support both the m a n u f a c t u r e r and the dealers This program not only generates more up front business for independent service centers but also potentially saves the manu-facturer and dealer on costly product recalls costing hundreds of millions of dollars in lost revenue each year EDM is also a new avenue from which participating CETrsquos will enjoy visibil-ity recognition and perhaps rewards for their contributions Typically data regarding product defects reaches the manufacturing and produc-tion executives three months into the production life cycle through the manu-facturerrsquos trusted service partners

The net result is that thousands to hundreds of thousands of units are already in the dis-tribution chain and actionable information is received too late to allow the manufactur-ers to make running production changes and minimize bottom line costs (lost profit) Dealers and distributors relying on the delivery of large product quantities to meet consumer demands in peak selling seasons also pay dearly through lost business and time spent processing re-turns and shipping defective product back to the manufacturer

ldquoDetection of product defects not found until the product reaches the real world is more common in the consumer electron-

ics industry than most companies would like to admitrdquo says Chris Fabian Presi-dent of Professional Service Solutions LLC a leading industry service consultant to the consumer electronics industry

ldquoThe reality is that shorter product develop-ment lead times and ever changing techno-logical advances force manufacturers into new product introductions much quicker then

ever before This leads to the need to expedite the design pre pro-duction testing mass production and internal qual-ity control inspec-tions performed by manufacturers of CE productsrdquo

says Chris Fabian ldquoUtilization of Early De-tection Monitor as the industry standard can provide the most versatile and cost effective method available for manufacturers to partner

with their DealersDistributors and their trusted independent service centers that support them and their customers This will provide opportu-nities for everyone EDM saves manufacturers and dealers money and provides early detec-tion opportunities for the servicer In the long run if manufacturers and dealers can save money that leaves more money available for in warranty repair support to insure that the servicer is paid a fair and equitable rate for the service calls they perform both in and out of warranty Who doesnrsquot want to receive timely accurate data on new products earlier in the product life cyclerdquo asks Mr Fabian

Who benefits from EDM Everyone ndash manufacturers dealers and independent service centers alike

ldquoDetection of product defects not found un-til the product reach-es the real world is more common in the consumer electronics industry than most companies would like to admitrdquo

ldquoWho benefits from EDM Everyone ndash manufacturers dealers and inde-pendent service centers alikerdquo


For the manufacturers the sooner they re-ceive credible accurate and reliable informa-tion that points to a systemic problem that can be traced back to the source the greater the opportunity to make real time running produc-tion changes and minimize the impact and the cost of a massive recall warranty repair cycle andor field product rework initiative

The dealer benefits in a number of ways Early detection of product defects minimizes the possibility of filling stores and warehouses with product that may at some point have to be returned to the manufacturer Such an event would most certainly result in the unforeseen costs associated with the time and expense re-quired to process returns on a large scale Ad-ditionally the dealer would potentially be facing a significant out-of-stock situation which will translate into lost sales opportunities and lost revenue Last but not least is the impact that low stock levels and defective product will have on the dealerrsquos reputation The consumer can afford to be fickle in a highly competitive mar-ket having the ability to trade dealer and brand loyalties on the spot in exchange for immediate satisfaction

For service organizations the benefits of EDM are significant In order for manufactur-ers to seize the opportunities provided through EDM they will need to rely on the most highly trained and qualified service technicians and the most sophisticated service centers in the field today Most manufacturers donrsquot have

large enough ldquoSWAT Teamsrdquo for effective crisis management and need to partner with state-of-the-art service providers that can rapidly scale up and deploy the best-of-the-best once a failure trend or defect has been identified

The cost savings potential for service or-ganizations leveraging EDM are significant as well EDM provides trend analysis and online product bulletins that can be closely monitored by the service provider as a means to ensure that when the manufacturer pulls the trigger the service provider will be as best prepared as possible to deal with the problem efficiently the first time out Time is money and EDM saves a lot of time

EDM is the product of a joint venture between Mr Fabianrsquos company Professional Service Solutions LLC (wwwprof-servsolutionscom) ZSL Incorporated (wwwzslinccom) and Field Power (wwwfieldpowercom) Professional Ser-vice Solutions is a leading industry provider of cost-effec-tive world-class service alternatives within the Consumer Electronics Industry PSS represents a select group of Service Partners who are committed to delivering world-class service support at a fair and competitive cost ZSL is a leading provider of global IT solutions and services with core competencies in application software development testing and managed services Field Power provides field force automation solutions that improve the efficiency of mobile field assets for enterprise and mid-market users in multiple industries By integrating CRM software at the call center with the Internet and durable handheld computers Field Power provides wireless and internet service solutions that increase field service technician productivity improve customer satisfaction and reduce operational costs

Professional Service Solutions and ZSL Inc are corporate members of NESDA

Early detection of prod-uct defects minimizes the possibility of filling stores and warehouses with product that may at some point have to be returned to the manufacturer

NEW NESDA COMMITTEE APPOINTMENTS The NESDA Board of Directors made two new committee chair appointments during the Winter Meetings in Las Vegas Kim Wagner CSM of Tritronics Inc was named to head the NESDA Legislative Committee Kim is Vice President of Tritronics Inc located in Abingdon MD Wagner holds a Bachelor of Science in Mass Communication and Political Science from Towson State University a Juris Doctor from the University of Baltimore School of Law and a Master of Business Administration from Loyola College Sellinger School of Business She also earned a CSM NESDArsquos acronym for Certified Service Manager and is a long-time member of NESDA Tritronics Inc has been the recipient of several NESDA awards including both the 2005 and 2006 NESDA PARTners in Excellence

Leo Cloutier CSM NESDA Region Five Director and Treasurer was named to head the new NESDA Parts Availability Committee Cloutier is a Life Member of NESDA a long-time board member and owner of Electronics Service Center in Los Angeles CA for many years He has been an active member of The Alignment Club of Los Angeles and has served as its president for several years

ProService - February 2007 10

Cody Allen Circuit Wizard Television Services LLC 3547 N FM 730 Decatur TX 762346910 (817) 251-5088 circuitwizardtvyahoocom

Moises Alonso Funai Corporation 19900 Van Ness Ave Torrance CA 90501 (310) 787-3000 (310) 320-0634 malonsofunaicorpcom

David Anguiano Aspect Television Service 5419 143rd St Ct NW Gig Harbor WA 98332 (253) 468-7907 (253) 559-9988 aspecttvearthlinknet

William W Baygents Inland TV 8640 California Ave Riverside CA 92504 (909) 687-9133 (909) 734-0100 inlandtv2aolcom

Edmond Bethea Pittrsquos Electronics 210 South Clark Rd Cedar Hill TX 75104 (972) 291-8385 cisco1212excitecom

Don Blendowski Fast Electronics 3684 Delaware Ave Kenmore NY 14217 (716) 875-0386 (716) 875-0387 donfastaolcom

Bobby Crosswhite High Desert Electronics 21165 El Grande Trail Wickenburg AZ 85390 (928) 684-2554 (928) 684-2554 highdeserttvaolcom

Allan Decouto Ornamental Electronics 12 Nevada Drive Newhyde Park NY 11042 (441) 236-1551 tvtechnorthrockbm

Adam Fisher R G Supply 4526 NW 72 Ave Miami FL 33166 (305) 263-4152 adam22hotmailcom

Frank Harrelson Electronic Wizard Inc 3711 Clifton Rd Greensboro NC 27407 (336) 292-8838 (336) 292-9171 electronicwizardmsncom

Jack Humphrey Monmouth Stereo 450 Hwy 35 Broad St Shrewsbury NJ 07702 (732) 842-0595 sarajtwosjverizonnet

Vernon Lewis Sr Lewis Service Center 1416 US 17 Hwy Soutb Elizabeth NC 27909 (252) 264-2861 valewisinteliportcom

William Lin Phoenix Audio Video 14250 Culver Dr Ste E Irvine CA 92604 (949) 857-8888 (949) 551-3232

John Long PVS Inc 244 Gordon St Jackson TN 38301 (731) 422-3666 (731) 422-3087 johnalltvlampscom

Robert Maines Jim Cook TV Repair 2908 9th St W Brandenton FL 34205 (941) 747-1964 (941) 749-0664 robertjimcooktvcom

Larry Moore IMR Sector Council 160 John Street Suite 201 Toronto M5V2E5 CN (416) 241-3550 (416) 241-3559

William Oakes Electronics Service Center 218 N Oak Street Colville WA 99114 (509) 685-1994 (408) 549-8164 mrbillElectronicsServiceCenternet

McKenzie Robert US International TV 3415 W 54th St Los Angeles CA 90043 (323) 295-4762

David Robinson Robinson Electronics 1075 Sweeten Creek Road 51 Asheville NC 28803-1757 (828) 274-3787 (828) 274-3787 robinsonelectronicscharternet

Gayland Robinson Shaw TV 1621 Austin Ave Brownwood TX 76801 (325) 646-8183 (325) 643-4497 shawntv1verizonnet

Azubuike Samuel Samutha Associates Inc 1402 Corinth Ste 136 Dallas TX 75125 (972) 805-6674 (972) 504-8031 sazubuikesamuthcom

Shaun Scarborough Scarboroughrsquos TV 1422 Hwy 199 S East Dublin GA 31027 (478) 272-6561 scarboroughstvpcnownet

Igor Vakovsky Donrsquos TV Service 9247 Lawyers Rd Charlotte NC 28227 (704) 545-4276 dtvcarolinarrcom

Sudarshan Venkatraman ZSL Inc 85 Lincoln Highway Edison NJ 08820 (732) 549-9770 (732) 767-6644 sudarshanvzslinccom

Randall Wright Minute Man Television 5520 S Hwy 8587 111 Colorado Springs CO 80911 (719) 392-8091 (719) 392-9704 minutemantelevisionhotmailcom

New NESDA Members thru 122606 to 22307

ayton OH -- February 1 2007 -- MCM Electronics today announced the addi-tion of the Keystone Mount Category 5

AV Balun System to their MCM Custom Audio line

Now you can take advantage of Cat5 and higher cable for interconnecting AV compo-nents over long distances Common signal for-mats such as composite video RGB compo-

nent video line level and digital audio can easily be sent over UTP cable

distances up to 400rsquo In retrofit applications you can utilize ex-isting unused pairs of Cat5 data

cable already in place In new construction take advantage of the smaller size and lower cost of Cat5 cable when distributing signals throughout the structure

The compact individual Baluns are compatible with standard Keystone wall plates The rear of the balun features a specially designed tool-

less IDC connector for easy connection of un-terminated Cat5 cable and the front features a female RCA connector Keystone wall plates can be custom configured with exactly the con-nections that are needed for each independent application

MCM was founded in 1976 as an electron-ics service company in Dayton Ohio Then in 1995 Farnell Electronics acquired Premier Industrial and together they formed Premier Farnell plc Today Premier Farnell plc is quoted on the London Stock Exchange and is a lead-ing global business-to-business high service distributor of electronic and industrial products and components

For more information on the Keystone Mount Category 5 AV Balun System or MCM Electronics please visit wwwmcminonecom or call 1-800-543-4330

MCM InOne is a corporate member of NESDA

MCM ELECTRONICS INTRODUCES COST EFFECTIVE AV TO CAT5 BALUNS WITH

KEYSTONE FLEXIBILITY

D

11 ProService - February 2007

costs Randy Collins (TCE) asked the ser-vicers to pinpoint the administrative costs they were discussing Randy suggested another survey to break this down by pro-cess Randy said TCE would also look to do a better job of triage NESDA will survey these issues David DiCenso (Sony) will help with triage but he is not sure who will want this service to be provided by the manufacturer Some servicers have a busi-ness model focusing on fixing the prod-uct in the home and others pull the unit Don Szczepaniak (Panasonic) said the Concierge Program has improved the infor-mation that Panasonic feeds to their ser-vicers Wayne Markman suggested NESDA set up a triage outline or flow chart of ques-tions to ask consumers Bill Warren (Hita-chi) said one of the biggest issues is the servicer not knowing the policies of all the manufacturers that they represent Randy Whitehead CSM (NSA) said Panasonic Mit-subishi and Sony have worked hard on tri-age information This information is very valuable even though each manufacturer collects it differently First time completion is what will drive profitability Randy sug-gested an industry committee be formed to work on triage The committee should include service facilities help desk and call center members since all of these groups ask different questions All three have the same goal of first time comple-tions Wayne Markman suggested an email committee and then members could meet at NPSC 2007 George Weiss went through a detailed list of triage questions Core re-turns time spans could be shortened with prepaid labels and simplified processes Don Szczepaniak says Panasonic can incorporate these questions into their tri-age process Dave Velasquez pointed out that the front door event needs to hap-pen properly so the tech doesnrsquot have to become the customer service representa-tive when he walks in the home The tech should just be there to complete the repair As Wayne Markman pointed out turnover is high in the CSR position Often this is the lowest paid position in the organization Wayne Nichols (Philips) said they have

implemented a new service package to im-prove administrative costs Some of the fea-tures include preRMA for cores with a pre-paid label and waiving restock fees for up to 60 days They are looking at concession guidelines and e-dispatch Tell your field rep what your concerns are so they get fed back up the food chain Wayne Mark-man advocated for a more efficient Tech Line approval process preferably by email Fred Paradis discussed the new MST certi-fication and explained the program encom-passes a system approach to service calls Wayne Markman suggested training should also look at what is not wrong based on the symptom Nick Milazzo (Pioneer) said their most expensive repair is the one with no trouble found because the servicer often starts swapping parts as opposed to look-ing at the system Fred even suggested a basic test pattern that the consumer could do over the phone to prequalify the event as a product failure as opposed to a system failure

B Wayne Markman started the discussion with out of warranty repairs Bill Warren said if a board is ordered with tech assist then a re-stock fee will be waived if the board doesnrsquot repair the unit Every core that goes out leaves with a prepaid label for return and a bar-coded paper that says what it is Hita-chi simply wants the ASC number and the servicers claim number on this paper when the core is returned Hitachi wants to boost the number of out of warranty approvals by providing ldquoDRrdquo rebuilds at a substantially re-duced price Wayne Markman summed up Billrsquos comments by stressing the importance of reading your policy and procedure emails notices and manuals to minimize problems Dave DiCenso pointed out that if a board is returned because it didnrsquot repair a set the manufacturer still has to put it back through the rebuild process Restock fees do not cover this cost Wayne Nichols point-ed out that pricing parts that come off war-ranty should be adjusted if there is excess inventory Sharp said that core turnaround time needs to drop so they

continued from pg 6

continued on pg 17

Dave Velasquez pointed out that the front door event needs to happen properly so the tech doesnrsquot have to be-come the customer service representa-tive when he walks in the home

There is no protec-tion for consumers and this will create a problem with laws around the countryRandy Collins pointed out this is not new in our industry


Winter Meetings Reports - 2007

NESDA PRESIDENTrsquoS REPORTFrederic Paradis CSM NESDA President

s always it is a pleasure to see everyone again and to continue to work towards our associationrsquos common goals

It has been a hectic 5 months since we met last and I am very excited for everyone to get together again There have been many issues unfolding but none as disturbing as to what appears on the surface as a blatant disregard of the service industry by PhilipsIBM The ini-tial contact before the program rollout was very promising as the situation surrounding Philips was well documented and we were extremely excited to be able to assist in getting things moving in the right direction As we all know now although many points of the new program were positive steps the rate structures pro-posed were well below what many companies had negotiated previously This does nothing but break down the current definition of a part-nership and brings the ldquous against themrdquo men-tality back to the forefront After all that has transpired in the industry with the promise of a real partnership looming the brashness and callousness with how this has been handled to date would disgust any businessperson

In October twelve manufacturer representa-tives sat at a table at the T-E-A convention and listened to the report that an increase in sales described by one manufacturer had occurred when they initiated a new program emphasiz-ing service This program is similar except in the most important part PhilipsIBM is de-manding First Class Service but is unwilling to pay for it I do not fault any service center for taking whatever action they feel is appropriate for their business up to and including letting their business partners and customers know exactly what the situation is as it pertains to servicing Philips products Why would anyone want to sell or buy something that has no sup-port behind it Not me not ever My hope is that frank dialogue can help rectify what is to some service centers a crippling situation The industry is watching

On a more positive note NESDA recently com-pleted manufacturer surveys that evaluated 12 manufacturers on 14 different attributes Over 300 servicers participated which is the

most ever for these surveys The results will be presented at the Service Summit and resides in the Members Only section of the NESDA website The proof is in the numbers support those that support us

It was announced in August that the Califor-nia Bureau of Electronics and Appliance Repair (BEAR) had issued a statement that they were moving forward in their program of enforce-ment of the Song-Beverly Act which pertains to spare parts pricing and availability A new NESDA committee is being formed with Region 5 Director Leo Cloutier CSM as Chairman to assist in this worthwhile endeavor The Parts Availability Committee or ldquoPACrdquo will act as a clearinghouse using a standard form to for-ward the information to BEAR for review Please wish Leo success in this very important program Without affordable parts there is no repair

And finally The Multimedia Systems Technician (MST) had its first training and testing classes in Houston at the T-E-A convention in October The class was well received and I hope this certification will grow as our industry changes to a systems approach to repair

I look forward to meeting with all of you soon and thank you for your continued support

A

Detection of product defects not found un-til the product reach-es the real world is more common in the consumer electronics industry than most companies would like to admit

MSTMultimedia

Systems Technician Certification

Are You Cashing In On Todayrsquos Home Theatre Install amp Service

Call 1-800-946-0201 For Details


NESDA VICE PRESIDENTrsquoS REPORTDave Thomas CSM NESDA Vice President

attended the Texas Electronics Association Convention held this fall in Houston Texas The convention was well attended by both

members and manufacturers One of the high-lights of the convention was the manufactur-errsquos roundtable The hot topic this year was a discussion about the additional administrative costs of handling warranty parts Many manu-facturers are not paying increased margin for handling parts Service centers have had to add personnel to properly account for the increas-ingly expensive parts used in todayrsquos television repairs A single mistake in handling a warranty part can be costly and may exceed a thousand dollars or more Many of the manufacturers present at the convention agreed that it should be easier to do business with them and many have been working on changes necessary to make the warranty process easier I do not re-member any manufacturer stating that they would begin paying a margin for handling parts if they were not doing so at this time

I am disappointed in the 2007 program an-nounced by Philips at the end of 2006 The rate proposal that Philips rolled out will make it hard to make a profit repairing their products un-der the manufacturer warranty This could be a devastating blow to independent service Un-fortunately prices of LCD and Plasma displays have fallen to all time lows and manufacturers as well as customers expect the cost of ser-vice to be comparable to the replacement cost of the product I am not sure how we can af-ford to pay top quality employees deliver out-standing customer service maintain adequate inventories of replacement parts and make a

reasonable profit at the rates that Philips of-fered I hear that more than 70 percent of the service centers have signed the contract with little or no change to the rates Needless to say those who would have liked to negotiate for a higher rate plan did not have a chance to do so I recall a statement that I heard years ago from a past NESDA President Are your business partners paying for first class service coach or baggage

Manufacturers have stated many times in the past that they are constantly looking for ways to cut their warranty costs They are looking for solutions either in national service or by directing repairs to those service centers that will repair their products at lower rates With falling prices on new products the reality is the manufacturer is in a better position to re-place some products rather than pay a ser-vice center to repair it I believe that there are some business partners that value the quality that Independent Service Centers offer and are willing to pay a fair price for great customer satisfaction But there are some who believe that Independent Service Centers charge too much for our service are very difficult to do business with and will offer little to no profit to the service center With technical help at a pre-mium these days you have to make a business decision on where you want to focus those re-sources Selecting business partners that are easy to do business with will increase your pro-ductivity which reduces your costs increasing your bottom line

I

ldquoI am disappointed in the 2007 program an-nounced by Philips at the end of 2006 The rate proposal that Phil-ips rolled out will make it hard to make a profit repairing their products under the manufactur-er warrantyrdquo

If Full Convention- Leave Blank

If Daily- Circle Below

NES

DA M

embe

r

ISC

ET M

embe

r

Non

-Mem

ber

Ins

truct

or

Spe

aker

Dist

ribut

or

Man

ufac

ture

r

Sale

s Rep

Pre

ss

Dea

ler

Tec

hnici

an

Oth

er (W

rite I

n)

wwwnesdacomnpsc or see page 24


NESDA REGION ONE DIRECTORrsquoS REPORTPaul A Burgio NESDA Region One Director

NESDA REGION TWO DIRECTORrsquoS REPORTDoug Freeman CSM NESDA Region Two Director

egion One is experiencing the same dif-ficulties as the rest of the country One manufacturer cut their rates so drasti-

cally they will probably lose a good portion of their service network Apparently they would rather exchange sets instead of having them repaired Whatever happened to customer satisfaction

In order to keep a profit margin servicers must analyze their cost of doing business to determine how much revenue they need from these manufacturers They should then discon-tinue their relationship with the ones that are not profitable for them

It seems obvious that focusing on repairing more expensive high-end products and elimi-nating servicing of low price throw-away prod-

ucts is essential in managing a profitable ser-vice center Also several servicers in this area are diversifying and getting into the installation of plasma and LCD wall-mounted sets

In conclusion we would like to extend our sincere congratulations to Ben Fowler of ABC Electronics Service of East Rochester NY This past September his service center became a ldquoCertified Service Centerrdquo ABC Electronics Service is a quality professional service center and we realize the hard work and dedication it takes to obtain this title It is well deserved

hat are they thinking

Region 2 reports increasing difficul-ties with warranty rate reimbursements Parts procurement and lack of factory support in general Letrsquos hope that the changes we were promised at NPSC come to light in 2007

At least two manufacturers have recently intro-duced policies that will be in my opinion very detrimental to our membership and will have long term effects on this industry as a whole other entities are in the wings waiting to see what happens next

One has implemented a flat rate structure that is well below the CODB for the majority of our members the other has gone to an exchange policy on some of its models due to lack of parts even on their newer products While the changes made are based on business decisions and programs which are often generated from other countries it appears that not only will the servicer be negatively affected but the end user the customer will be affected as well I feel these decisions will cause the manufactur-ers irreparable harm with both their ASC net-

work many of whom has been very loyal up to now and most importantly our consumers

ASCrsquos will be forced to shrink their area of coverage which will leave large areas with-out a servicer and will have to focus more on COD and third party contracts Itrsquos unfortunate that independent servicers are being forced to accept contracts that can only cost them in the end I am sure there are many such as myself that are asking ldquoWhat are they thinkingrdquo

On a lighter note for the first time I was un-able to attend the GESDAFESA convention in Jekyll Island Georgia this past September due to an illness but I heard that a good time was had by all in attendance Membership in both FESA and GESDA has steadily decreased and there are talks of an Eastern States associa-tion While there are pros and cons to forming a new region association I believe steps should be taken to ensure that the Eastern States ser-vicers have a bigger voice than in the past

R

W


NESDA REGION THREE DIRECTORrsquoS REPORTGeorge J Weiss CSM NESDA Region Three Director

here seems to be no end of challenges for operators of consumer electronics service centers

PHILIPS NESDA President Fred Paradis Execu-tive Director Mack Blakely and Industry Rela-tions Committee Chairman Wayne Markman have met with Philips senior service executive Adam Sherry to assure that he is aware that the recent decreased pay rate on warranty repairs and the decline in quality of ASC support will have a major negative impact on the availability of quality service to those who purchase Philips consumer electronic products A report on the meeting is forthcoming

RCATCETCL The Industry Relations Commit-tee has met with senior RCA service executive Randy Collins to assure that the companyrsquos top management is aware that the recent decision to not provide replacement parts or service data for direct-view TVs 24-inches or smaller LCD TV 32-inches or smaller and audiovideo products will not only inhibit purchasers of those products from having them repaired once the warranty ends but is also in direct violation of the law in some states and municipalities A report on that meeting is also forthcoming

ENERGY COSTS Energy costs continue to have a major detrimental impact on service dealerrsquos costs Both the direct and indirect costs have increased beyond a servicerrsquos ability to pass them along I did note a reduction in the price of gasoline at election time last November I must learn more about how a ldquoFree-Marketrdquo economy works

PARTS AVAILABILITYPRICING This continues to a MAJOR stumbling block to efficient repair and the fulfillment of consumerrsquos expectations More amp more often parts major and minor are not available to repair relatively new products PARTS PRICES are also troublesome Too often the cost of a part when compared to the cost of the entire product in which it is a component is excessive Occasionally an individual part is priced higher than the entire product

MANUFACTURERrsquoS SUPPORT TO ASCrsquoS Ser-vicers continue to complain bitterly about poor

support from manufacturers such as Excessive wait-time for tech-support that is too-often simply read from a screen by a less-than-expert tech Too-short billing cycles on very-expensive boards amp duds that result in ASCrsquos actually sub-sidizing manufacturers ASCrsquos report that it is extremely troublesome to work with call-center personnel whose English borders on un-intel-ligible Many manufacturers have cut back on support personnel and shifted more responsibil-ity for administrative functions onto their ASCrsquos The ratio between administrativeresearch time Vs time spent actually repairing is becoming upside-down and no off-setting compensa-tion has been provided ASCrsquos also say many manufacturerrsquos tech-reps are over-burdened not returning calls on a timely basis and often ineffective when they do

THE TOTAL CURE There is none There are however individual methods of coping Those who cope best are those that know their Cost Of Doing Business and do not shrink from mak-ing a decision based on what is sound for their business My personal favorite is to just say ldquoNOrdquo when you are offered a piece of bad meat Too many of us help bottom-feeders bring their products into the market place at low-ball ser-vice rates

WE SUBSIDIZE THEM by using the training parts and higher rates provided by responsible manufacturers to repair the Bad Guyrsquos products As association leaders negotiating hotel rates we often ask hotels to stipulate in the contract that the rate they provide us is no higher than those provided to any others with comparable volume

What would YOUR reaction be if a major ldquoGood-Guyrdquo account asked you to sign such a agree-ment

The Midwest Service Dealers Conference amp Trade Show is scheduled for June 29 through July 1 in the same Peoria IL location We ex-pect to add another full day of technical train-ing to the program

T

ldquoEnergy costs con-tinue to have a major detrimental impact on service dealerrsquos costs Both the di-rect and indirect costs have increased beyond a servicerrsquos ability to pass them alongrdquo


NESDA REGION FOUR DIRECTORrsquoS REPORT Rudi Otto CETCSM MST NESDA Region Four Director

USINESS CLIMATE In my business vol-ume is increasing and about 75 of dis-play repairs are no longer CRT sets

STATEWIDE EVENTS Texas had its conven-tion last June Representatives from Mitsubi-shi Thomson Hitachi Toshiba Panasonic were present to answer questions Problems addressed were mostly of a logistical nature Agreements with National Service companies at that time appeared to be no immediate threat It seems membership in Texas is no longer de-creasing and is on the increase in some locals

LOCAL EVENTS Last year the Dallas and Fort Worth locals combined to form a new associa-tion named the Texas Electronics Association of North Texas Meetings are well attended

After my request for feedback from our region four members I received several responses

One member from Kansas wrote about his con-cerns regarding the new Philips plan and the fear that Philips may be the first of companies that will follow suit Problems communicating with manufacturers need to be addressed and also the lack of support and parts especially from Manufacturers of new brand LCD TVrsquos I was also informed that the local Kansas City Association disbanded several years ago due to membership attrition

Bill Sims forwarded an email from a member wanting to know what position NESDA is going to take with regards to the Philips offer

A member from Colorado asked me to address lack of parts availability in a timely manner at reasonable cost and open access to service literature

NESDA REGION FIVE DIRECTORrsquoS REPORTLeo Edmond Cloutier CSM A+ NESDA Region Five Director

fter attending NPSC 2006 I followed up with the California Bureau of Electronic amp Appliance Repair (BEAR) in an effort

to help alleviate parts procurement and ser-vice information problems The result was the publishing of a letter to all California servicers that they could now register a complaint to the bureau on behalf of the consumer as regards the unavailability of parts andor service infor-mation to perform a safe and effective repair This was promulgated to all in November and is downloadable on the BEAR website

Manufacturer sales divisions in their efforts to increase or retain ldquomarket sharerdquo are mandat-ing cuts in their service divisions with no regard for the impact that their decisions are having on the servicing industry The result of the Phil-ips decision to reduce rates will be the reduc-tion of the number of ASCrsquos and the increasing lack of profitability for those remaining The re-sult of the Thomson decision will be to remove forever the safe and professional serviceability of many units further decreasing the possible profitability of the servicer and denying the consumer a choice

With the announcement of the Thomson di-rective removing many units from the service

population and in direct violation of the Song Beverly Act I again contacted Brian Stiger Chief of the Bureau I attached a copy of the Thomson announcement and pointed out the areas Thomson was in violation of the Song Beverly Act Brian immediately responded and informed me that he had given my information to his Compliance managers and would report back to me upon their investigation

Information gathered since then indicates that some manufacturers will follow the spirit of the law utilizing exchanges when necessary but will not follow the letter of the law I will continue to pursue the matter with the BEAR

I produced two Alignment Club workshops last October and November and have six planned for 2007 the first of which is January 23rd fea-turing Mitsubishi

Irsquove been very active working with the OPEA group in Oregon to produce the 47th Western States conference from March 8-11th in Hood River Oregon An additional day of sponsored training and meals have been added this year both in electronics and appliance training and we look forward to having good attendance at this event

B

A


can improve the overall turnaround time for service Sony provides a weekly report for open cores Tritron-ics has an open and closed dud report on their website with live date updated daily Peter suggested an email alert Wayne Markman stated a few manu-facturers were going to an exchange program some for units up to 32 inches Wayne Nichols said the ldquoservice solu-tionrdquo could be exchange or refurbished product Fay said this hasnrsquot come to a head yet and manufacturers really needed to look at this There is no pro-tection for consumers and this will cre-ate a problem with laws around the country Randy Collins pointed out this is not new in our industry It happened with DVDrsquos VCRrsquos and audio products in the past There is no profit in servicing low end products Furthermore TCErsquos ldquoservice solutionrdquo is a lower cost to the consumer TCE will continue to provide parts service literature and support for repairable product They will continue to work on improving servicersrsquo efficiencies John Mehrman pointed out the manu-facturers who are providing after market support need to market this when selling their products Chris Fabian pointed out these issues present some opportunities Standardization of recycling programs and early detection can reduce costs

3 NESDA Overview of Materials Provided

Mack Blakely (NESDA) presented the infor-mation that was on the searchable CD Fred Paradis outlined the MST program and certi-fication This program was designed for the independent servicer but could be a bonus to the manufacturers and their ASC network It was rolled out in Houston to 17 CETrsquos Only 12 passed the first time around

4 Certified Service Center Program

Fred continued with the CSC program NESDA needs the manufacturersrsquo support in an infor-mational way For example Panasonic has it on their website and Hitachi discusses it in

continued from pg 11

The only comforting part of this is I know I will outlast the bean counters

I have been there before and I am sure it is not the last time I will have to deal with a fac-tory ldquoI know more than you do about this I am an engineerrdquo When my Technician asked him how many jobs has he repaired in the field the guy would not answer him

As a group NESDA members have more pull than any one of us alone

Knowing that NESDA can help me if I need it helps a lot I can hardly wait until the conven-tion this year To see my friends swap stories and problems and learn new things and new ways of handling old problems We all need to stick together and fight this kind of abuse from those who try to destroy us They think they can get by without us Can you imagine replacing millions of TVs because there are no shops anywhere that will handle your ser-vice due to your lousy pay lousy attitude and short sighted policies

They forget that we donrsquot get pink slips We decide how long we want to hang around With enough of the good guys we plan on being here a long long time

mdash A NESDA Servicer

continued from pg 4

ldquoKnowing that NESDA can help me if I need it helps a lot I can hardly wait until the convention this year To see my friends swap stories and problems and learn new things and new ways of han-dling old problemsrdquo

Fred continued with the CSC program NES-DA needs the manu-facturersrsquo support in an informational way For example Panasonic has it on their website and Hitachi discusses it in their ownerrsquos manuals

their ownerrsquos manuals The program helps the servicers identify deficiencies in their business and how to correct them Fred also said he needs parts distributors to mail brochures and fliers ProService will feature an article and new CSCrsquos will be recognized at the annual convention

5 Closing Remarks

Wayne Markman will email each of the man-ufacturers and put together a triage Power Point presentation NESDA will also put to-gether a seminar for NPSC 2007


round amp About In the several years this column has been in ProService the accent has been placed on what was

happening in ISCET During that period we were very busy building our infrastructure with online testing online learning appliance service test additions and revisions It is now time to broaden our visions and look ldquoaround and aboutrdquo to see whatrsquos happening in the electronics world outside of ISCET but always mindful of what it means to ISCET and how we should deal with it It is always hoped that you the reader will take your time and trou-ble to give us some feedback on anything that you deem appropriate good bad new ideas or any comments It is from these that we can chart our course for the future

Electronics While we are involved in many areas of the electronic spectrum some excit-ing things are happening Power used in American homes may some day be obtained from a vastly different source than is common nowhellipSolar Power garnered at the home site by a system that is installed and maintained by a company that charges only for the electricity utilized at the site This could be HUGE Imagine a new world where no power is distributed by elevated wiring sys-tems that add big bucks to your electric bill for their maintenance No environment pol-luting generating plants ldquoCanrsquot be donerdquo you say Well take a look at an article from C|NET Newscom (Click here) to see the article This highlights the need for ISCET to begin preparation for offering Learning and Certifica-tion in Stored Energy and to keep an eye on solar energy to be ldquoJohnny on the Spot

Automotive (Mobile) Electronics contin-ues to march into the future with horns blow-ing and Navigation systems confidently guid-ing the course The latest predictions include a new passenger (although no room will be taken) in the form of an anthropomorphic per-

sonality like the one used in ldquo2001 A Space Odysseyrdquo To see the entire prediction (Click here) Mobile electronics is a huge area of in-terest for electronics technicianshellipmaybe for ISCET

Appliances NASTeC is ISCETrsquos entry into the certification of In Home Appliance Servicers Every model change in appliances brings more and more electronics to make them easier and faster to use as well as do things they never did before

Magnetic Cooking was introduced several years ago but had enough problems to deter its popularity except in a few isolated areas of use Time has improved this technology and now about to be offered again by General Elec-tric Will it be a market-getter For more infor-mation go to the Courier-Journalcom website and get the article ldquoInduction Gets a Second Chancerdquo by Schoenberger NASTeC is looking into adding it to the Cooking Option Exams

General Common InterestIn the article published in this same edition of ProService on page 4 there is one of the best succinct statements about the servicerman-ufacturer relationship I have seen in a long time Here is the statementhellip ldquoWhen I opened this business 21 years ago it was drilled into my head the customer comes first and we must take care of them Since I am also a customer sometimes I understood this and appreciated it I was not always able to get the job done as fast as the factory third party company or extended warranty wanted me to do it But I was always in there trying I learned to depend on my Tech Reps We had a symbiotic relationship I took care of the cus-tomer and they took care of merdquo

Now go back to the article and read it if you havenrsquot already There is a great deal of heart in it as well as plain truth Technicians take

The Passing ParadeISCET NEWS amp VIEWS

FEBRUARY 2007Ed Clingman bull ISCET Administrator

ldquoIt is now time to broaden our visions and look ldquoaround and aboutrdquo to see whatrsquos happening in the electronics world outside of ISCETrdquo

A


special note of the part that says ldquoWe have purchased or leased buildings and trucks hired employees who now depend on that paycheck every week whether the owner gets paid or notrdquo This also describes the relationships be-tween the manager and the technicians It takes all three ManufacturerServicer-Manag-erTechnicians to make it work in the long run This whole article is well-said

Testing amp LearningTesting is about at the same level as a year ago except that we are now seeing some of the ESA tests occurring From all indications ESA is working well in the schools and surpris-ingly has drawn a lot of interest from individu-als looking for easier self-study than the Asso-ciate Learning Courses The Learning Graphics associated with the ESA program are attracting a lot of attention All schools registered for the ESA program have been able to use the Learn-ing Graphics free of charge for the balance of this school year We will have them complete for the next school year at which time there will be a modest charge their unrestricted use

Learning is ahead of last yearhellipwith several new offerings giving a lift to the numbers MST self-study is achieving lots of interest from in-dependent technicians and those desiring to

enter the Home Theater installation and ser-vice In addition to online learning we are now offering some of the more popular items in disc format The ESA Learning Graphics are also available as Learning Courses and are offered online and as stand alone discs (CD)

All-in-all with the addition of MST and the completion of ESA we have a lot more horses in the barn with which to race

FCC is starting off the year like it was last year We are however now filing for licenses elec-

tronically at no additional charge if the student desires and will furnish the Form 605 com-pletely filled out This saves them much head-ache and bother

Educators is a new category of activity with us It has always occurred but never singled out To this end we have established a Google Group that is closed much like Nesdanet and allows free voicing of ideas problems and suc-cesses to be exchanged between people in a group of common interest If you are an ed-ucator public or private contact me at ediscetorg to be invited to join the Group There will also be an ldquoEducatorsrdquo page added to the ISCET website wwwiscetorg Look for this in mid March 2007 These are two ways we are attempting to give educators in electronics computers appliance service etc a voicehellipand a venue to use in securing statistical data about electronics and electronic education

Certification AdministratorsProctors have stabilized in number and we are adding new ones all the time There is a CA page on our website and there are CA Bulletins sent to them on the CA Net CAs and Proctors can now waive their fees in favor of ISCET This allows us to not even require a W9 form and no 1099 will be sent at the end of the year If you are

a CA or Proctor and wish to waive the fees in favor of ISCET simply send an e-mail to test-ingiscetorg advising us that you ldquoWaive your fees in favor of ISCETrdquo

Tech-Teasers have been eliminated due to poor participation If you want them to con-tinue let us know at infoiscetorg

ISCET Scholarships ndash For the third year ISCET is sponsoring meaningful SKILLS USA scholarships in Electronic Technology So whatrsquos the big deal We are often asked what the

C e r t i f i c a t i o n A d m i n i s t r a t o r s Proctors have stabi-lized in number and we are adding new ones all the time There is a CA page on our web-site and there are CA Bulletins sent to them on the CA Net

CERTIFIED

TECH

NICI

AN

ELECTRONICS

ISCETC

E T

YOURBEST BETSISCET Online Learning

bull Associate CET Prep Course (Self-Study amp Virtual Classroom)bull Associate Electronics Learning Coursebull Telecommunicationsbull Study Guides - Computer Radar Industrialbull MST (Media Systems Technician)TALK TO AN ISCET STAFF MEMBER TODAY3608 Pershing Ave Fort Worth TX 76107 bull 800-946-0201 fax 817-921-3741 bull wwwiscetorg


bull JOURNEYMAN bullRomualdo Malarayap

Valentin Rodriguez South El Monte CAAnocha Smanpongse Rosemead CA

Bonifacio FraustroJason S Ashby Fort Belvoir VA

Albert A Fernandez Spring Lake NCThomas G Hale Fort Belvoir VA

Michael K Hammitt Fort Bragg NC Michael J Hathaway Hope Mills NC

Darrell J Patterson Vass NC Jason L Richter Fayetteville NC Adam C Wunische Rathdrum ID Stephen R Yopp Fayetteville NC

Iutisone TiliaiaJuan M Apodaca Las Cruces NM

Adan A Baca El Paso TX Jose L Baeza El Paso TX

Quentin J Cormier Jr El Paso TX William J Crump III El Paso TX

Alberto E Flores El Paso TX Marco Manriquez El Paso TXJoshua A Nichols El Paso TX

Roberto C Rosales El Paso TX Alonzo Tarango El Paso TX

Michael A Torres Colleyville TX Alvaro Vargas El Paso TX

Jonathan P Wilder Saint Joe IN

bull ASSOCIATE bullLazergrade

Jill Offer De Soto MO

J J VillademorosHector De Los Santos Valrico FL

Matthew A Dillman Michael D Boehman Evansville IN

Jeffrey W Conn Evansville IN Daniel J Doerner Elberfeld IN Allen L Eaton Mount Vernon IN Brittney E Englert Evansville IN

Larry D Ennis Ferdinand IN Dwayne B Goebel Evansville IN Joshua N Hein Henderson KY

Robert K Reinhart Fort Branch IN Stephen T Scherzinger Boonville IN

Rod D MooreClark J Denney Rose Hill KS Kristina X Duong Wichita KS

Billy H Ho Wichita KS

James L Fellows Gulshan K Anand Westwood NJ

Timothy Dumas Paterson NJ Peter M Ekola Liverpool NY Jong S Hong Boonton NJ

Mike Kraynik East Rutherford NJ Henry Le Park Ridge NJ

Lai Nguyen East Syracuse NY Hoang M Nguyen Syracuse NY

Kevin ND Reynolds Fair Lawn NJ Won Sim Ridgefield NJ

Kathleen Slavin Elizabeth NJ

Christopher GerrickKevin G McCready Cleveland OH

George KarrMukund Ramesh Irving TX

Iutisone Tiliaia Brandon W Cheesebrew El Paso TX

Samuel Cohrs El Paso TX Ernesto Favela Anthony TX Abel Morales Berino NM Eduardo Silva El Paso TX

Bernadette Astorga

Robyn Anderson Salt Lake City UT

Terry FleischmanJacob P MarshBrandon WI

Welcome New Certified Technicians

Congratulations to all those who passed exams 122606 to 22307

MULTIMEDIA SYSTEMS TECHNICIANMEET THE NEWEST MEMBER OF TODAYS SERVICE CENTER TECHS

For Todayrsquos In-Home TechsDeals with Know How amp Minimum TheoryJOURNEYMAN LEVELCurrently in Beta

Training and Testing Available NOWCall 800-946-0201 e-mail infoiscetorg


benefits of joining ISCET might be Sure we have some premiums to give away when new members join which have been Mouse Pads Pocket Knives etc But what are the REAL benefits

The money that makes up the scholarships didnrsquot come from one or two very wealthy ty-coonshellipit came from YOU our members our Certification Administrators and Proctors our Virtual Classroom Instructors and all through the fabric of ISCET

If you could hear the gratitude of the parents when their child is awarded a meaningful sum to further the education of their child or hear them say ldquowe couldnrsquot send himher if it werenrsquot for thisrdquohellipyou would feel the benefit of being part of ISCET

Proud You bet your bottom dollar it makes you proudhellipsohellipherersquos to all you members and ISCET contributors ndash Hold your chests out and know ldquoI helped make this happenrdquo When time to renew membership consider the benefit yoursquore really getting

Believe me ndash This is the biggest benefit that can be offered to you for being a member of ISCEThellipor to be a Certification Administrator or Proctorhellipor any of the other activities that de-pend on volunteers for contributions of time and energy and hopefully ndash money If yoursquore not having a part of your CAProctor fees donated back to ISCET to make these things happen please consider doing so Contact anyone on the ISCETNESDA Staff and the rest is easy

Registration of Journeyman CETs is becom-ing more and more important With the need for electronic technicians growing every day in many disciplines of electronics the certification is one thing that can separate you from your competitor at candidate selection time We get calls wanting to verify the CET for people Just

the other day I was talking to one such caller The applicant had been granted his certificate several years ago When I stated the date of certification there was a definite lag in the con-versation I quickly added that it had been reg-istered within the past 2 years I could sense the relief that was felt by the inquirer Does reg-istration of your CET help ABSOLUTELY If your CET isnrsquot registered look into it today For answers to your questions call 800-946-0201 anytime night or day We can help you polish up your CET today

NPSC ndash The annual NESDAISCET convention the National Professional Service Convention is planned this year in Denver CO (July 24-28) at the Marriott Denver Tech Center Whatrsquos there for ISCET

bull If you have an interest in the multitude of technical sessions conducted by the manufac-turers including Appliance TV Home Theatre etchellipSeminars by major manufacturers of elec-tronics and appliances

This is the place for you

bull If you want to network with other technicians business owners and managers manufacturer decision makershellipmake those important business connections that help your career progresshellip


For more information on NPSC click here Register early and save $$$

Student Chapters are still waiting for the new program which has already been approved by the ISCET Board of Directors and will be forthcoming by the beginning of the 2007-2008 school year Included will be a continuance of the Scholarship(s) to be awarded to chapter members New chapters are still forming


as Vegas NV Jan-uary 2007 - Paul Smith Jeremy

Haller Jeff Tomei Mor-gan Sveen Kong Vang Jon Lennartz and Drew Hinton seven (7) of the members of ldquoThe Electronics Clubrdquo an ISCET Student Chapter at Western Wisconsin

Technical College in La Crosse WI that at-tended the Consumer Electronics Show (CES) in early January 2007 (fig 2)

What do electronics students do at the largest electronics show in the Western Hemisphere

We asked one of their sponsors Mr David Bates who teaches electronics at the college and who is also one of the leaders of ISCET having served as a Director for the past 2 years and currently serves as Chair-man of the New Certifications committee to give us an idea of what the students did and what impressed them

Herersquos the answers

Displays of the car audiovideo had an incred-ible amount of audio video navigation and se-curity systems stuffed into them Jon Lennartz especially thought that the Cadillac Escalade with two 22rdquo subwoofers was neat They call the sub the ldquoJackhammerrdquo (fig 1)

Another of the areas which seemed to be a big hit was the incredible number of high tech video gaming ar-eas In a special gaming tent the students found a dozen Dell XPS laptops networked together play-ing Quake 4 Shown on the next page in figure 3 is Jeff Tomei taking-on the number one rated Quake gamer in the US named

ldquoLost Causerdquo Even though Jeff was no match he thought it was really cool to play against someone of that level

Even though Jeff failed to beat the champhelliphe still did not lose in the gaining of experience

Besides all of the many displays of large screen HDTVrsquos (some were over 100rdquo in size) wire-less systems including Bluetooth technology robotics and other products located at the Las Vegas Convention Center the students were also able to investigate new cutting edge tech-nology called ldquoInnovations Plusrdquo located at the Sands Expo and Convention Center At this location Paul Smith thought the neatest elec-tronics product at the CES was the ldquoCool Itrdquo system which uses Peltier element technology to cool a computerrsquos CPU memory and other vital components

Shown here is Jon Lennartz checking out one of the cooling systems from ldquoCool Itrdquo (fig 4)

Opportunities the students had to talk with professional technologists from companies located all over the world were also very impor-tant Paul Smith summed this up by stating how this trip to CES helped him in his study of electron-

ics by stating

ldquoThis show was a reminder that new things can still be invented and new jobs are being createdmdashthis is very important to real-ize Many times when dealing with electron-ics I feel that everything has been invented and to get on top of the innovation is impos-sible The consumer electronics show is full of

JACKHAMMER

ldquoThis show was a reminder that new things can still be in-vented and new jobs are being createdmdashthis is very important to realizerdquo

Left to right Paul Smith Jeremy Haller Jeff Tomei Morgan Sveen Kong Vang Jon Lennartz and Drew Hinton ldquohanging outrdquo at the 860 foot observation deck of the Stratosphere hotel overlooking Las Vegas

David Bates CET bull ISCET Student Chapters and New Certifications Chairman

L

fig 1

fig 4


innovators and inventors who defy the concept that corporations have all the control of the di-rection of technology and development The consumer electronics show is a very good time to find a new interest or passion that can do nothing but encourage your studies in electron-ics and related topicsrdquo

Besides all of the serious investigation of the new technologies and products the students also had a great time a lot of laughs and came back with a sense of being a team They were also treated to a few magic tricks at the CES Shown at the left (fig 5) a magician levitates one of the studentsrsquo dollar bills

Overall the students agreed that it was a great trip and well worth the effort it took to get there They found the trip to be an awesome experi-ence and one they will not soon forget They would also highly recommend the trip to CES for other ISCET chapters

or the past few years many consumer electronics customer service centers have been looking for ways to augment their earning abilities Various diversifications

have been tried One of the most popular and most profitable has been the installation and service of ldquoflat screenrdquo ldquoHome Theaterrdquo or whatever names might be applied depending on the precise nature of the services of-fered

It was obvious in January of 2006 that the time had come to offer a certification in the installation and service of the Home Theater Many changes have taken and are taking place in the field of electronics today ISCET has seen for several years that new courses must be taken both in the teaching and certification of elec-tronics fields MST is one such change Theory is limited to the need and not based on the idea that the whole field of knowledge must be mastered If only for the reason that the body of electronics knowledge has expanded to such an extent that specialization is an absolute necessity It is just this specialization that has given rise to the MST

When taken from the technicianrsquos viewpoint such a specialization must include not only the basic theory that applies to the subject of in-stalling and servicing such equipment but also the knowledge of attaching the peripheral de-

vices so that a well functioning system is the result not only technically but structurally and safely This certification had to be down-to-earth with experience of technicians in the business of installing and servicing such equip-

ment Writing of the examination was done by a number of people start-

ing with the development of what the certification would accomplish on to the Subject Matter Experts (SME) These folks were from both the manufacturing design and customer relations fields The

various fields of the MST make a complete task based certification and

learning course

If you as a technician are in the field of home theater installation and service or if you just wish you werehellipherersquos your chance to improve your career standing

Interested Herersquos the deal ISCET will make the entire MST Learning Course available on line to you ndash FREE ndash for 10 days If you like it buy it If you donrsquot just do nothing It will expire 10 days after the e-mail to you giving your login and password to access the MST

Call 800-946-0201 or e-mail ediscetorg giving your full name address e-mail address and phone number Once these are verified yoursquore on the way

ISCETrsquoS NEWEST CERTIFICATION ldquoMSTrdquo(Multimedia Systems Technician)

Staff Writer

F

fig 5

ldquoIf you as a techni-cian are in the field of home theater instal-lation and service or if you just wish you werehellipherersquos your chance to improve your career standingrdquo



NES

DA M

embe

r

ISC

ET M

embe

r

Non

-Mem

ber

Ins

truct

or

Spe

aker

Dist

ribut

or

Man

ufac

ture

r

Sale

s Rep

Pre

ss

Dea

ler

Tec

hnici

an

Oth

er (W

rite I

n)

It All Begins Here

Retrieve amp Print Invoices Semiconductor Search Parts Search amp Inventory

wwwtritronicsinccomBackorder amp ETA Reports Comprehensive Parts Search Tools amp Accessories

Online Orders Placed By 430 PM EST Shipped Same Day

bull All the information that you could need available 247 from the convenience of your computerbull Look up parts by yourself or use our handy parts assist page and get a reply within 24 hoursbull Check the status of dud returnsbull View copies of past and current invoicesbull Check your account balance on linebull Browse our on line parts and supplies catalog

bull Search for semiconductors and see what brands are available and in stockbull Check your back-order status and ETArsquosbull Check on openorders statusbull Visit our web pages on generic parts resistors fuses capacitors etcbull View lots of cross- reference informationbull Monthly drawings for great prizes

Maryland Phone 800bull638bull3328 Fax 800bull888bull3293 Miami Phone 800bull365bull8030 Fax 800bull999bull3293


This Month

Calendar

Corporate Members

Advertisers

ProServiceAn official journal of the

National Electronics Service Dealers Association and The International Society of Cer-tified Electronics Technicians

PurposeProService Magazine is

published by the National Electronics Service Dealers Assn 3608 Pershing Ave Ft Worth TX 76107 It is intended for the enlighten-ment education and en-tertainment of 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

Business amp Editorial Offices

3608 Pershing Ave Ft Worth TX 76107

8179219061Fax 8179213741wwwnesdacomwwwiscetorg

Executive Director Mack BlakelyDirector of

Communications Sheila FredricksonsheilanesdacomGraphic DesignerAssociate Editor

James Keeslerjamesnesdacom

Submit articles toEditornesdacom

CopyrightCopyright copy 2007 by NESDA Inc

All rights reserved No part of this publication may be repro-duced or transmitted in any form or by any means without written permission from NESDA

ATTENTION READERSProService Magazine is

now an ONLINE publication that can be found only at wwwnesdacom except for the April and August issues

ACME Enterprises of Orlando AFFINA

ANEW Business Solutions Aon Innovative Solutions

APHUSA (Akai) At Your Service Software

BampD EnterprisesChoice Electronics

ComputerRepaircomConsumer Priority Service

DatacolorEagle Distributors LLC

ElectronicycleEuras Technologies LLC

Federal Warranty Corporation FieldPower Inc

Funai Corporation Global Warranty Group

Herman ElectronicsHitachi America LTDHome Electronics Division

Howard ElectronicsHong Video Technology

IBMIMR Sector Council

International Light Technologies JVC Service amp Engineering Co

KeyPrestige IncLiquidity Services Inc

Lighting Technologies International MCM Electronics

Mitsubishi Digital Electronics NEW

Onkyo USA Corporation Pacific Coast Parts

Partsearch Technologies Philips Consumer ElectronicsPioneer Electronics Svc Inc

PlusOne SolutionsPrelco Electronics USA Inc

Professional Audio Video Service Professional Service Solutions LLC

PTS ElectronicsQualxserv

Sams Technical PublishingSanyo Fisher Service Company

SatisFusion IncSencore Inc ServiceBenchServiceNet

ServicePower Field Service Solutions Service Software

Sharp Electronics IncSignal Holdings

Sony Service CompanyThomson Inc

Toshiba America Consumer Products LLC Tri-State Module Inc

Tritronics IncUnion Electronics

Warrantech Consumer Product ServicesWarranty Corporation of America (WaCA)

ZSL Inc

PTS Electronics 6

ISCET Online Learning 21

MST 12

NPSC 24

Tritronics Inc back cover

Send your calendar items to Editornesdacom

2007 (40th Annual) International Consumer Electronics Show January 8-11 2007 Las Vegas Convention Center Las Vegas NV

OPEArsquos 47th Annual Western Regional ConventionAt the Hood River Inn Hood River OR March 8-11th 2007 Plan on Three-Full-Days of Training Eight Sponsored Meals and a Trade Show More details and updates wwwopeainfo email wrcon2007hotmailcom Voice MailFax 503-284-4279 OPEA is a NESDA Affiliate

National Professional Service Convention amp Professional Service Trade Show Marriott Denver Tech Center Convention July 24-28 2007 Denver CO Trade Show July 26-27 2007 NESDAISCET Board Meetings NESDAISCET Annual Membership Meetings

T-E-A Annual Convention amp Management Institute October 19th -21st 2007 The Westin Dallas Fort Worth Airport - Irving TX

A Call For UnityNESDA Presidents Messageby Fred Paradis CSM 3

ldquoWe Decide How Long We Want to Hang Aroundrdquo by a NESDA Servicer 4 17

HVT Triples DLP Light Engine Repair And Recycling Capacity 5

Service Summit 2007 Minutes 6 11 17

Early Detection Monitor A Revolutionary New Source Of Revenue And Actionable Informationby Timothy S Collins 7-9

MCM Electronics Introduces Cost Effective AV To Cat5 Baluns With Keystone Flexibility 10

New NESDA Members 10

Winter Meeting Reports 2007 12-16

The Passing Paradeby Ed Clingman 18 19 21

New Certified Technicians 20

Jackhammerby David Bates CET 22-23

ISCETrsquos Newest Certification ldquoMSTrdquo 23

NPSC Registration Form 24




A CALL FOR UNITY



CSC Program



on how to order




Me Thatrsquos who







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H



















continued on pg 17















R

HAVE YOU SIGNED UP

FOR THE BUYING

GROUP











continued on pg 11


PLASMA HDTV

DLP LCD


HIT

AC

HI

JV

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ON

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5 Closing Remarks















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CERTIFIED

TECH

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Bernadette Astorga





































ics by stating


JACKHAMMER




L

fig 1

fig 4













learning course





Staff Writer

F

fig 5




NES

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ISC

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r

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ber

Ins

truct

or

Spe

aker

Dist

ribut

or

Man

ufac

ture

r

Sale

s Rep

Pre

ss

Dea

ler

Tec

hnici

an

Oth

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rite I

n)

It All Begins Here










A CALL FOR UNITY



CSC Program



on how to order




Me Thatrsquos who







Classifieds

H



















continued on pg 17















R

HAVE YOU SIGNED UP

FOR THE BUYING

GROUP











continued on pg 11


PLASMA HDTV

DLP LCD


HIT

AC

HI

JV

C

MIT

SU

BIS

HI

P

AN

AS

ON

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PH

ILIP

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continued from pg 6

continued on pg 17














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I




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R

W














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continued from pg 4




5 Closing Remarks















A















CERTIFIED

TECH

NICI

AN

ELECTRONICS

ISCETC

E T




































Bernadette Astorga





































ics by stating


JACKHAMMER




L

fig 1

fig 4













learning course





Staff Writer

F

fig 5




NES

DA M

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r

ISC

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r

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-Mem

ber

Ins

truct

or

Spe

aker

Dist

ribut

or

Man

ufac

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r

Sale

s Rep

Pre

ss

Dea

ler

Tec

hnici

an

Oth

er (W

rite I

n)

It All Begins Here

























continued on pg 17















R

HAVE YOU SIGNED UP

FOR THE BUYING

GROUP











continued on pg 11


PLASMA HDTV

DLP LCD


HIT

AC

HI

JV

C

MIT

SU

BIS

HI

P

AN

AS

ON

IC

PH

ILIP

S

SA

NYO

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AM

SU

NG

















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D





continued from pg 6

continued on pg 17














A


MSTMultimedia











I




NES

DA M

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ISC

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ber

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truct

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aker

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ribut

or

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r

Sale

s Rep

Pre

ss

Dea

ler

Tec

hnici

an

Oth

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rite I

n)


















R

W














T




















B

A














continued from pg 4




5 Closing Remarks















A















CERTIFIED

TECH

NICI

AN

ELECTRONICS

ISCETC

E T




































Bernadette Astorga





































ics by stating


JACKHAMMER




L

fig 1

fig 4













learning course





Staff Writer

F

fig 5




NES

DA M

embe

r

ISC

ET M

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r

Non

-Mem

ber

Ins

truct

or

Spe

aker

Dist

ribut

or

Man

ufac

ture

r

Sale

s Rep

Pre

ss

Dea

ler

Tec

hnici

an

Oth

er (W

rite I

n)

It All Begins Here





















R

HAVE YOU SIGNED UP

FOR THE BUYING

GROUP











continued on pg 11


PLASMA HDTV

DLP LCD


HIT

AC

HI

JV

C

MIT

SU

BIS

HI

P

AN

AS

ON

IC

PH

ILIP

S

SA

NYO

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AM

SU

NG

















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D





continued from pg 6

continued on pg 17














A


MSTMultimedia











I




NES

DA M

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ISC

ET M

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Non

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ber

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truct

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Spe

aker

Dist

ribut

or

Man

ufac

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r

Sale

s Rep

Pre

ss

Dea

ler

Tec

hnici

an

Oth

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rite I

n)


















R

W














T




















B

A














continued from pg 4




5 Closing Remarks















A















CERTIFIED

TECH

NICI

AN

ELECTRONICS

ISCETC

E T




































Bernadette Astorga





































ics by stating


JACKHAMMER




L

fig 1

fig 4













learning course





Staff Writer

F

fig 5




NES

DA M

embe

r

ISC

ET M

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r

Non

-Mem

ber

Ins

truct

or

Spe

aker

Dist

ribut

or

Man

ufac

ture

r

Sale

s Rep

Pre

ss

Dea

ler

Tec

hnici

an

Oth

er (W

rite I

n)

It All Begins Here
















continued on pg 11


PLASMA HDTV

DLP LCD


HIT

AC

HI

JV

C

MIT

SU

BIS

HI

P

AN

AS

ON

IC

PH

ILIP

S

SA

NYO

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AM

SU

NG

















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D





continued from pg 6

continued on pg 17














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MSTMultimedia











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NES

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ISC

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truct

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ribut

or

Man

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Sale

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Pre

ss

Dea

ler

Tec

hnici

an

Oth

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rite I

n)


















R

W














T




















B

A














continued from pg 4




5 Closing Remarks















A















CERTIFIED

TECH

NICI

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ELECTRONICS

ISCETC

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Bernadette Astorga





































ics by stating


JACKHAMMER




L

fig 1

fig 4













learning course





Staff Writer

F

fig 5




NES

DA M

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r

ISC

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ber

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truct

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Spe

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Dist

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or

Man

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Tec

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It All Begins Here




















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D





continued from pg 6

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Dea

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Tec

hnici

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Oth

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rite I

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R

W














T




















B

A














continued from pg 4




5 Closing Remarks















A















CERTIFIED

TECH

NICI

AN

ELECTRONICS

ISCETC

E T




































Bernadette Astorga





































ics by stating


JACKHAMMER




L

fig 1

fig 4













learning course





Staff Writer

F

fig 5




NES

DA M

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r

ISC

ET M

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r

Non

-Mem

ber

Ins

truct

or

Spe

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Dist

ribut

or

Man

ufac

ture

r

Sale

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ss

Dea

ler

Tec

hnici

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Oth

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rite I

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It All Begins Here







































































D





continued from pg 6

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Dea

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Oth

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rite I

n)


















R

W














T




















B

A














continued from pg 4




5 Closing Remarks















A















CERTIFIED

TECH

NICI

AN

ELECTRONICS

ISCETC

E T




































Bernadette Astorga





































ics by stating


JACKHAMMER




L

fig 1

fig 4













learning course





Staff Writer

F

fig 5




NES

DA M

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r

ISC

ET M

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r

Non

-Mem

ber

Ins

truct

or

Spe

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Dist

ribut

or

Man

ufac

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r

Sale

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Pre

ss

Dea

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rite I

n)

It All Begins Here


























































D





continued from pg 6

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hnici

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rite I

n)


















R

W














T




















B

A














continued from pg 4




5 Closing Remarks















A















CERTIFIED

TECH

NICI

AN

ELECTRONICS

ISCETC

E T




































Bernadette Astorga





































ics by stating


JACKHAMMER




L

fig 1

fig 4













learning course





Staff Writer

F

fig 5




NES

DA M

embe

r

ISC

ET M

embe

r

Non

-Mem

ber

Ins

truct

or

Spe

aker

Dist

ribut

or

Man

ufac

ture

r

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Pre

ss

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ler

Tec

hnici

an

Oth

er (W

rite I

n)

It All Begins Here















































D





continued from pg 6

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MSTMultimedia











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NES

DA M

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Non

-Mem

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continued from pg 4




5 Closing Remarks















A















CERTIFIED

TECH

NICI

AN

ELECTRONICS

ISCETC

E T




































Bernadette Astorga





































ics by stating


JACKHAMMER




L

fig 1

fig 4













learning course





Staff Writer

F

fig 5




NES

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continued from pg 6

continued on pg 17














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continued from pg 4




5 Closing Remarks















A















CERTIFIED

TECH

NICI

AN

ELECTRONICS

ISCETC

E T




































Bernadette Astorga





































ics by stating


JACKHAMMER




L

fig 1

fig 4













learning course





Staff Writer

F

fig 5




NES

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continued from pg 4




5 Closing Remarks















A















CERTIFIED

TECH

NICI

AN

ELECTRONICS

ISCETC

E T




































Bernadette Astorga





































ics by stating


JACKHAMMER




L

fig 1

fig 4













learning course





Staff Writer

F

fig 5




NES

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truct

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continued from pg 4




5 Closing Remarks















A















CERTIFIED

TECH

NICI

AN

ELECTRONICS

ISCETC

E T




































Bernadette Astorga





































ics by stating


JACKHAMMER




L

fig 1

fig 4













learning course





Staff Writer

F

fig 5




NES

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continued from pg 4




5 Closing Remarks















A















CERTIFIED

TECH

NICI

AN

ELECTRONICS

ISCETC

E T




































Bernadette Astorga





































ics by stating


JACKHAMMER




L

fig 1

fig 4













learning course





Staff Writer

F

fig 5




NES

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continued from pg 4




5 Closing Remarks















A















CERTIFIED

TECH

NICI

AN

ELECTRONICS

ISCETC

E T




































Bernadette Astorga





































ics by stating


JACKHAMMER




L

fig 1

fig 4













learning course





Staff Writer

F

fig 5




NES

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B

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continued from pg 4




5 Closing Remarks















A















CERTIFIED

TECH

NICI

AN

ELECTRONICS

ISCETC

E T




































Bernadette Astorga





































ics by stating


JACKHAMMER




L

fig 1

fig 4













learning course





Staff Writer

F

fig 5




NES

DA M

embe

r

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It All Begins Here




















continued from pg 4




5 Closing Remarks















A















CERTIFIED

TECH

NICI

AN

ELECTRONICS

ISCETC

E T




































Bernadette Astorga





































ics by stating


JACKHAMMER




L

fig 1

fig 4













learning course





Staff Writer

F

fig 5




NES

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CERTIFIED

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NICI

AN

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ISCETC

E T




































Bernadette Astorga





































ics by stating


JACKHAMMER




L

fig 1

fig 4













learning course





Staff Writer

F

fig 5




NES

DA M

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CERTIFIED

TECH

NICI

AN

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ISCETC

E T




































Bernadette Astorga





































ics by stating


JACKHAMMER




L

fig 1

fig 4













learning course





Staff Writer

F

fig 5




NES

DA M

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r

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truct

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It All Begins Here








































Bernadette Astorga





































ics by stating


JACKHAMMER




L

fig 1

fig 4













learning course





Staff Writer

F

fig 5




NES

DA M

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r

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truct

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ics by stating


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L

fig 1

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learning course





Staff Writer

F

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NES

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ics by stating


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L

fig 1

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learning course





Staff Writer

F

fig 5




NES

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F

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NES

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It All Begins Here







It All Begins Here







Documents

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