Subject: RE: Dalian's BEST power UPS
Date: Mon, 3 Jan 2000 18:42:14 -0600
From: "Tan, Sin Wee" <Sin.Wee.Tan@mts.com>
To: "Ingebrand, J.C." <J.C.Ingebrand@mts.com>, "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>

Gentlemen,

This is indeed typical. Companies such as Hewlett Packard, Sony, Compaq
that proclaim worldwide warranty coverage don't talk about their
persuasion on buying thru their local office/agent; but they do practise
it. Hence, having a local content on procuring UPS, computer & some
mechanical parts is a good way to ensure good third party support.

Regards,
Stanley Tan
Regional Service Engineer
MTS Singapore

> -----Original Message-----
> From: Ingebrand, J.C.
> Sent: January 03, 2000 11:23 PM
> To:   Rood, Omar; Ma, Joe; 'HanHeng.Low@bestpower.gensig.com'
> Cc:   Larson, Rod; Johnson, Don; Tan, Sin Wee
> Subject:      RE: Dalian's BEST power UPS
>
> 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
