Subject: FW: RE: Dalian's BEST power UPS
Date: Wed, 29 Dec 1999 08:05:47 -0600
From: "Rood, Omar" <Omar.Rood@mts.com>
To: "Ma, Joe" <joema@bj.col.com.cn>
CC: "'eerd002@dlut.edu.cn'" <eerd002@dlut.edu.cn>, "Larson, Rod"
     <Rod.Larson@mts.com>

Hello Joe,

See the note below.  If we send the UPS to Beijing, they will repair it
free.

Therefore, I will pay the shipping costs to/from Beijing.  I will help
tong Zhu ship it to Beijing when I go to Dalian 17 January.  We did save
the shipping box for this UPS so packing should not be a probelm.

Thanks
Have a Happy New Millenium.
Regards
Omar

> -----Original Message-----
> From: HanHeng.Low@bestpower.gensig.com
> [SMTP:HanHeng.Low@bestpower.gensig.com]
> Sent: Wednesday, December 29, 1999 10:08 AM
> To:   Rood, Omar; 'joema@service.fhnet.cn.net'; Ingebrand, J.C.;
> Larson, Rod; Johnson, Don; Tan, Sin Wee;
> Nancy.Xiang@bestpower.gensig.com; Vincent.Lim@bestpower.gensig.com
> Subject:      Re:RE: Dalian's BEST power UPS
>
> Joe,
>
> First of all let me apologize for all the delay in getting your Best
> Power
> product repair. The delay was due to the replacement parts being held
> by the
> China custom. The custom officer refused to release the goods unless
> we produced
> the import document of the UPS. With the help of your counterpart in
> Dalian, we
> finally got it clear last week.
>
> In accordance to our terms and conditions for warranty, which state
> that "BEST
> POWER covered all it products with two years international warranty.
> However,
> the warranty is limited to part replacement or depot repair. This
> warranty does
> not include any taxes which may be due in connection with the
> replacement or
> repair, any installation, transportation, or postage costs. All
> freight charges
> incurred in sending the parts to the customer site will be born by
> Best Power.
> As such, our staff in China inform your counterpart in Dalian that
> there will be
> a custom duties of about RMB1000 for the part. Since the warranty does
> not cover
> any on-site repair. We have to charge you for the travelling expenses,
> but not
> the service charge.
>
> You may like to consider sending the UPS to our beijing office for
> repair. We
> will get it repair at no cost to you. We will absorb the custom duties
> this
> time. What you need to pay is the return freight charges. In fact, all
> these
> hassles can be avoided if you can arrange to purchase the BEST POWER
> UPS in
> China. The local warranty cover part, labor and on-site repair.
>
> I hope the above explanation and offer is to satisfaction. Looking
> forward to
> your continious support of BEST Power product.
>
> Regards
> hanheng
>
>
>
>
>
>
> ____________________Reply Separator____________________
> Subject:    RE: Dalian's BEST power UPS
> Author: "Rood; Omar" <Omar.Rood@mts.com>
> Date:       12/28/99 7:58 AM
>
> Hello Joe,
>
> 1.  The UPS is under warranty, I do not understand why I should pay
> customs
> for the replacement board that BEST should provide under warranty.
>
> 2.  Also,  BEST power did not come to the site to fix their UPS in a
> timely
> manner which required me to buy a different UPS to complete the
> installation.  Therefore, the BEST UPS is no longer an official part
> of the
> seismic upgrade.  I made the agreement with Dalian University that
> BEST
> power would send the parts for repair with the manuals needed to
> complete
> the repair.  BEST power should provide same under their warranty for
> no
> charge.
>
> 3. For a simple board replacement, I do not think a BEST power service
> man's
> trip is required.
>
> BEST Power is asking for $500, 25% of the cost of the unit new, even
> though
> we supposedly have a world wide warranty on the unit.  That is absurd.
> In
> China, does MTS service get paid for time and materials on a warranty
> call?
>
> Don, Rod & JC, please never buy a UPS from BEST power for any of my
> projects
> again.
>
> Regards
> Omar
>
>
>
> > -----Original Message-----
> > From: Joe Ma [SMTP:joema@service.fhnet.cn.net]
> > Sent: Monday, December 27, 1999 8:46 PM
> > To:   Rood, Omar
> > Cc:   hejunwang@service.fhnet.cn.net; hejunwang@mts.com
> > Subject:  Re: Dalian Return trip
> >
> > Hi, Omar.
> >
> > I got a phone call from Best Power Beijing office , Miss Xiang tel:
> > 62388949. I was told that the replace parts arrived in China and
> cost
> > about RMB 1,000 for costome clearance.  Best Power need to send an
> > engineer to DUT and will charge MTS RMB 3000 for travelling.
> >
> > If you agree to pay these fees( Total: 4,044.77), we will pay it and
> > charge to the job.
> >
> > Let us know your comments. Thanks!
> >
> > Happy New Year!
> >
> > Joe
> >
> >
> >
> >
> > Rood, Omar wrote:
> > >
> > > Hello Joe,
> > >
> > > Not sure how you can help but here is the history.
> > >
> > > I sent to China a BEST UPS.  It worked 2 days then quit working.
> The
> > front
> > > panel said "INITIIALIZING" and that message stayed and nothing
> happened.
> > > The book for the unit does not list this as a possible problem.
> MTS
> > Mpls
> > > called BEST Power in the US, the unit is under worldwide warranty.
> BEST
> > > Power in the US said the board inside needs to be replaced.  BEST
> Power
> > in
> > > the US sent a new board to BEST Power in Beijing.  By the time I
> left
> > China,
> > > the board had still not cleared customs.
> > >
> > > I could not wait for such poor service so I bought an American
> Company's
> > > (APS Company, the brand used by my consulting office)  UPS, it is
> made
> > in
> > > China.  I also had to buy a transformer.  With these we could run
> the
> > > controller and that is what is still connected to the table
> controller
> > and
> > > works fine, though DUT (Tong Zhu) would prefer a made in America
> unit.
> > >
> > > The agreement with DUT is that they will get the repair parts for
> the
> > BEST
> > > unit and can then do what they want with that UPS if they accept
> the
> > units I
> > > bought in China as the ones for the system upgrade.  So the parts
> to
> > repair
> > > are still needed at Dalian.
> > >
> > > In summary,  I am not impressed with BEST"s worldwide warrranty.
> For my
> > > projects it is worthless.
> > >
> > > Merry Christmas and a Happy New Year
> > > Regards
> > > Omar
> > >
> > > > -----Original Message-----
> > > > From: Joe Ma [SMTP:joema@bj.col.com.cn]
> > > > Sent: Wednesday, December 22, 1999 8:05 PM
> > > > To:   Rood, Omar
> > > > Subject:      Re: Dalian Return trip
> > > >
> > > > Hi, Omar.
> > > >
> > > > I got a call from BestPower office in Beijing. They said Dalian
> bought
> > a
> > > > UPS from them, it has some problem. Could you let me know what
> happend
> > > > and what MTS Beijing can help on it?
> > > >
> > > > Best Regards!
> > > > Joe
> > > >
> > > >
> > > >
> > > > Rood, Omar wrote:
> > > > >
> > > > > Hello Tong Zhu,
> > > > >
> > > > > Today I made the airplane schedule for the return trip to
> Dalian.
> > We (I
> > > > and
> > > > > Brad Thoen), will arrive to the laboratory the morning of 17
> > January.
> > > > Brad
> > > > > is the real time controller software engineer.
> > > > >
> > > > > I expect we will fix all the problems in 4 days. I have
> scheduled
> > > > leaving
> > > > > Dalian on 25 January so there are a few extra days, just in
> case.
> > > > >
> > > > > I have not scheduled anyone from MTS-China to be at Dalian.  I
> do
> > not
> > > > think
> > > > > we will need any help this trip.  When Brad and I are at your
> > > > laboratory,
> > > > > please do not feel you must come with us to lunch.
> > > > >
> > > > > I will bring most of the parts we discussed.  I do not think
> all the
> > > > spare
> > > > > parts for the slide bearings will be available in January so
> those
> > parts
> > > > > will have to be shipped to you later.
> > > > >
> > > > > Merry Christmas and a Happy New Millenium to you and the rest
> of the
> > > > fine
> > > > > people at your laboratory.
> > > > >
> > > > > Regards
> > > > > Omar
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> From: "Rood, Omar" <Omar.Rood@mts.com>
> To: "'joema@service.fhnet.cn.net'" <joema@service.fhnet.cn.net>,
>         "'HanHeng.Low@bestpower.gensig.com'"
> <HanHeng.Low@bestpower.gensig.com>
> Cc: "Ingebrand, J.C." <J.C.Ingebrand@mts.com>,
>         "Larson, Rod"
>      <Rod.Larson@mts.com>,
>         "Johnson, Don" <Don.C.Johnson@mts.com>,
>         "Tan, Sin Wee" <Sin.Wee.Tan@mts.com>
> Subject: RE: Dalian's BEST power UPS
> Date: Tue, 28 Dec 1999 07:58:32 -0600
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