Subject: RE: Dalian's BEST power UPS
Date: Mon, 3 Jan 2000 09:22:46 -0600
From: "Ingebrand, J.C." <J.C.Ingebrand@mts.com>
To: "Rood, Omar" <Omar.Rood@mts.com>, "Ma, Joe"
     <joema@service.fhnet.cn.net>, "'HanHeng.Low@bestpower.gensig.com'"
     <HanHeng.Low@bestpower.gensig.com>
CC: "Larson, Rod" <Rod.Larson@mts.com>, "Johnson, Don"
     <Don.C.Johnson@mts.com>, "Tan, Sin Wee" <Sin.Wee.Tan@mts.com>

After reading the emails from Best I would say that their warranty
statement is typical.
I have had similar expirence with Compaq in the past.

Let's get this issue resolved with Best and on future jobs decide on a
ups based on serviceability/warranty.

J.C. Ingebrand
phone  (612) 937-4674
fax  (612) 974-8538
email  j.c.ingebrand@mts.com

>  -----Original Message-----
> From:         Rood, Omar
> Sent: Tuesday, December 28, 1999 7:59 AM
> To:   'joema@service.fhnet.cn.net'; 'HanHeng.Low@bestpower.gensig.com'
> Cc:   Ingebrand, J.C.; Larson, Rod; Johnson, Don; Tan, Sin Wee
> Subject:      RE: Dalian's BEST power UPS
>
> 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
