Subject: Re:RE: Dalian's BEST power UPS
Date: Wed, 29 Dec 1999 11:07:38 -0500
From: HanHeng.Low@bestpower.gensig.com
To: "Rood; Omar" <Omar.Rood@mts.com>,
     "'joema@service.fhnet.cn.net'" <joema@service.fhnet.cn.net>,
     "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>, Nancy.Xiang@bestpower.gensig.com,
     Vincent.Lim@bestpower.gensig.com

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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