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Now that the Model 2020
ProBalancer Analyzer and other ACES Systems' analyzers are on every continent, solving
issues via long distance sometimes presents problems that are difficult to overcome. Not
problems with the analyzers, but with the communications between the user and ACES
Systems' Product Support in Knoxville, Tennessee, USA. Phone line are often scratchy,
noisy, or just not available. Add that to the fact that some of the calls are coming from
a destination twelve hours ahead of Knoxville and someone at the other end is half asleep!
The
following tips can make solving your problems faster and easier for us so that we can get
you back in business as quickly as possible.
- Take notes. Too much information is better than not enough when chasing
operational problems. If you record the exact steps taken leading up to the occurrence of
the malfunction, we may see an error in the process and supply the necessary information
to correct the problem immediately. If anything unusual occurs, record it. Anything that
looks out of the ordinary most likely is and may be the clue we need to identify the
problem. Any error or information messages that appear on screen should be recorded
exactly as they appear before you proceed.
Use
email whenever possible. Written descriptions are easier to interpret than a Swedish,
or sometimes even a Boston accent. Send email to support@acessystems.com.
Attach
Setup and Job files. You can download these to a PC using ACESComm (which is supplied
with the analyzer) or AvTrend™. With these pieces of
information in hand we can attempt to duplicate the problem here and find a solution in
very short order.
Record
and send analyzer information. When operational problems occur, it may be due to the
fact that your analyzer hasn’t been updated with the current programs. With a Model
2020 analyzer, select "Miscellaneous Items" from the Main Menu, then
"Analyzer Information" from the Miscellaneous Items" menu. When the
"Analyzer Information" screen is displayed, record the "Serial #:, ROM
Ver:, and APP Ver: " information. If a bug has been discovered in the
versions currently installed in your analyzer, chances are it has already been repaired
and a new version is available. A change in the "APP version" can be emailed to
you and so that you may installed it in the analyzer using ACES WinFlash. If the ROM
version needs to be upgraded, the analyzer must be returned to ACES Systems. When
recording information from the 17XX analyzer, hold down the "7" key and turn the
analyzer ON. While continuing to hold the "7" key, record the "S/N, Model
and Ver" numbers from the bottom of the screen. If the problem with the 17XX analyzer
involves a particular procedure card, release the "7" key and wait for the
"Operations Option" menu screen to appear. Record the version number shown at
the end of the procedure. For instance "TFE731/ATF3 Vibration v3.26".
If your written correspondence is in a language other than ENGLISH, use the translator
which you can find on the internet at http://translate.lycos.com.
If calling, whenever possible, have the individual experiencing the problem make the call
for support. He should be able to answer detailed questions about the malfunction.
By
following these few simple suggestions your customer support experience should be short
and fruitful. |
