Monday, January 25, 2021

Will this component / repair kit / EEPROM fix my problem?

If not every day then every other day we get asked if a particular component or repair kit or EEPROM we sell will fix a particular problem that someone is facing.

I generally agree there are no stupid questions, but one should at least consider the possibility of some questions opening up the potential of miscommunication and trouble or - in other cases - being asked the wrong way.

A good example of the first kind is "What is this?" - a very simple and usually straightforward question, unless asked in the context of a newlywed husband at the dinner table staring at his dish.

"WHY DON'T YOU JUST TELL ME WHAT I NEED TO KNOW?!?!?!" asked over email by upset customer is an example of the second kind.

The "Can this repair kit / part / EEPROM fix my problem?" question falls in the first category.

It is not stupid, but it is wrong and for a number of reasons.

First, apparently a repair kit or component can not alone fix anything.

Repair kits and components do not fix problems. People do.

So a simple positive answer would include an assumption that whoever is going to be applying the repair kit is going to be doing a good job.

I guess it is natural to assume you'd do a good job doing something or you wouldn't be considering doing it in the first place.

Natural it may be, but it isn't right to assume as experience proves time and again that often enough it is wrong to assume something will work out well. We know it from first hand experience and we are also constantly reminded about it through the boards we receive from customers who have tried - and failed - to do a good repair job.

Second, even if the repair kit or component is properly applied that is still not in any way a guarantee that it will solve a problem that we only know by a symptom.
Once because many times the same failure symptom can be caused by different failures.
For example in most power supply boards there is one major circuit for standby power, another major circuit for power factor correction (PFC) and usually at least another one (sometimes more) for all the power that is needed by the appliance when it is operating (not in standby).

All these circuits have power switching components that could fail due to aging, power surge or overload.
Depending on the schematic it is possible - and quite common in some designs - for the main fuse for the whole power board to blow and render the TV totally dead.

So symptom is "totally dead TV", but the failure can be in 3 very different circuits.

When asking us the question customers sometimes supply additional information, such as "Vs is shorted" or "secondary fuse is blown" or "see busted capacitor C2117" and they assume that would allow us to narrow down and identify the failure.

While certainly better than nothing at all, unfortunately many times this is still not sufficient.

It is because

Third, we can't know for sure the scope of the damage.
For example when a power circuit fails it usually involves a power component shorting out and creating excessive current through a circuit, read through other components.
9 out of 10 times most of the other components may survive the failure, but in 1 out of 10 times the process can continue for just longer enough for something else to fail as well.

And OK, unlike many other vendors (I wish someone interviews me about that where I can illustrate how idiotic some offerings are!) our kits are based on first hand experience, i.e. you are getting components that we have seen fail and actually replaced to successful end.
However our experience is only based on 10, 20, 30 repaired boards. Still better than making educated guesses ("filter capacitors, PFC switching transistors, main fuse and by all means 1117 if there are any on the board!"), but as experience shows a year later the list is inevitably expanded with additional components.

Which means that we're experienced enough to know that we can't possibly know our repair kits will solve your or any other particular problem.

We only know what they have helped us solve and that is exactly what is described in the listing - truly and honestly.

We just can't know what has failed on a board until we can inspect it and if we don't know what is bad on it how can we say that a repair kit will fix it?! 

We do not want to lie to you or to ourselves. We do not want you or us to operate under assumptions.

We disclose what we do know - not all of it, for sure, but then all of it would cost too much and experience shows most people actually do NOT want to hear all of it.

For example I am quite certain that many - probably most - people I send to this page for an answer to their question, would be very bored and will probably not make it to here. 

It's because they don't want all this. They just want a simple answer to what for them is probably a very simple question.

Well for the reasons above I don't think it's a simple question and I am sorry, but I am unable to give a simple answer that I believe has good chance of being correct.

If that means we are losing a sale then so be it...I'd rather have less business with people that think like me than potentially bad business with the rest of the world.

Sunday, January 10, 2021

Finding truth throgh fact checking and exposing contradicting statements

(The title of this posting was "I can't stand liars contradicting themselves and still arguing", but it was rightfully pointed to me that it doesn't present a seller in a good light to call customers liars, so I changed the title.
Nothing in the article was changed, though, nor, I think, its relevance or validity - a factually incorrect claim/lie  is still a factually incorrect claim/lie.)

 In the light of everything the political life brings us lately in America (but which has been brewing for a long, long time) I thought I just had to disclose this, which would throw some light for those wondering what kind of company we are that doesn't thank and worship his honesty the Customer as has been historically adopted as a norm of behavior in the good old western world of Capitalism.

This is not about Capitalism, however, nor for best and worst practices for creating and maintaining customer confidence.

it is about something deeper than that - the human decency and sticking to right and wrong.

There are plenty of people I do not agree with on all kinds of topics, but that doesn't make them my enemies, only my opponents.

There are plenty of people I don't think are telling the truth, but they are not necessarily liars - some of them just believe what they say is true as much as I believe what I say is true - we just see the world through different paradigms.

And then there are people who contradict both their own statements and apparent indisputable facts.

No, this is not about Donald Trump, but for this type.

So the latest negative feedback we got on eBay states:

"Sends unproperly packaged items and when damaged takes no responsability."

Spelling issues aside, this sentence makes two claims:
1) We send poorly packaged items;

2) We take no responsibility for doing so.

Below is the full , unedited exchange between us, which happens to address both of those (bold and underline are mine).
As can be seen in our FIRST response we take responsibility for resolving the problem the customer has by instructing them to return the item they are unhappy with for prompt refund or replacement - entirely in line with normal business practices and eBay requirements.

And as can you see further down customer himself states the item has no signs of damage in transportation, which, according to his own logic (bold, underline) means it was well packaged.

There may have been an oversight in the first place - something to which we again clearly admit in the messages - but that is not referred to as packaging.

I do not know what the truth is here. I believe the customer has indeed received a damaged item.


Whether we didn't see it when we were packaging it or whether it got damaged during shipping is impossible to find and hardly relevant to the extent that even if we could so,ehow manage to prove that USPS damaged the item that would still not award us with absolutely anything since there is no coverage with items sent via First Class.


I will point out I do NOT agree with the logic (bold) that if a package is damaged then it means it was poorly packaged. If that was true there would be no need of claims against carriers ever.

In conclusion, this buyer got something that was somehow not meeting their expectations, complained as they should, were told to return it (seller always pays for that) for exchange or refund and for some reason did not like that option.


Not sure what other option were we supposed to offer. Money back?


But everyone could make such a claim and everyone can bend feet and send picture. Who are we to say who is honest and who is not?


And how to believe this customer was honest when they left review which is flat out lying in us not taking responsibility?!


CONVERSATION HISTORY

Customer:

I finally received your TSOP48 adapter, and when I first took it out of the package and removed the pink anti-static foam from the pins immediately noticed that there where 4 really very badly bent pins (down to almost 90 degrees) in one row, and 3 more way out of shape pins in the other row although not as badly bent as the others. There was no apparent damage on the outside of the package, and as I said before the anti-static foam was in place although only very loosely put against the pins. I do not understand what happened here, if this was shipped this way with the damage already in place, or it got squashed during shipment. But in any case this adapter is pretty much in bad shape as I am sure one or more pins will break off if I try to straighten them up. I took several very detailed pictures of the damage that I can send so you can see the damage. Will await to hear from you. Thank you.

 

Coppell TV Repair LLC:

Well you have seen that the legs are in foam and you should be aware that
if legs were bent we would not have been able to put it in the foam in the
first place.

No need of pictures, just use eBay's function for returning
items for refund or replacement.

As someone who does electronics for
years, though, I very seriously doubt any type of bending, as long as it is
one time, could affect the legs in any fatal way - I'd just straighten them
and use the socket.

Not advising you to do that, I already told you what
to do; just sharing my reasonably solid experience using such things.
 
 Customer:

Well as I mentioned the bottom pins where actually NOT stuck into the foam, as I received it the foam was just loosely placed behind the adapter inside an anti-static bag. I meant to ask if you did pack this personally, as given the absolute lack of any sign of damage on the outside of the package, in other words that this might have been packed by a third party that did not bother to check it before sending it off. So unless the former is true, in any case the fact that this happened during shipment clearly shows that it was not properly protected. And the 4 pins being bent almost to 90 degrees (basically almost flat) with respect to the bottom of the adapter and all the other surrounding pins are just fine that tells me that it had to be quite a localized blow which I would think would have left a visible mark on the outside of the package, and there was none. I've been in electronics for the better part of 40+ years, just so we are clear here that I am also very experienced. And BTW sorry but I am not going to mess around with it or bother to return a $10 item as it will cost me more in my time and expenses than that. I will post the pictures online and send you a link a bit later so you can reach your own conclusions based on that. Thank you.

 

Coppell TV Repair LLC:

I did package that personally.

And frankly - no offense - I think you are paying way too much attention to it.

It is certainly possible - however unlikely - that I have not placed pins through packaging material
even though I take them off one roll to put the one being shipped into  another, thicker sheet, which I then cut around.

Whatever the case mistakes happen and while I don't think I've made a mistake neither the
value nor the time of resolving the issue are worth spending time looking for how it happened.

Just send it back for refund or exchange as I said before.

No system is made to be perfect, let alone one that deals with $10 tickets.

Whether the system is good is determined not by whether it makes mistakes, but by how many mistakes it allows per total number of operations and how it handles them.

All those are metrics followed by eBay and we offer the fastest and easiest solution in this case - return at
our expense and request credit or exchange.

 

Customer:

I am paying too much attention, this is what you say?????

I received an adapter with badly bent pins and you say I am paying too much attention????

Again, want to make sure this is really what you are saying????

WTF buddy.

 

Coppell TV Repair LLC:

Yes, that is exactly what I am saying.

You were told instantly what to do to resolve the problem and instead of doing so you keep on focusing on something being bent.

That's not going to make it less bent nor will it establish with any reasonable certainty why was it bent; it does not help you or us or anyone to keep on staring at it.

This is a transaction that involves multiple parties - yourself included - and there is a protocol for resolving issues.

We are playing by this protocol.

You appear to be more interested in establishing the reason for the problem in the first place.

Nothing wrong with that as long as you do it on your time, but don't expect us to have the same focus on why something has happened rather than how to fix it.

And if that sounds wrong - because frankly in other circumstances I have to admit it would sound wrong to me too - then let me clarify: there is clearly no way to prove which party was at fault.

If there is to you there isn't to eBay , let alone USPS and because we work with them for many years there also isn't to us.

So, instead, for a third time: if what you received does not meet your expectations you are not only allowed to, you are expected to return it for prompt return or refund, just as the listing advertises.

At our cost.

There is no system that guarantees you trouble-free first time experience. We don't advertise it because we know it isn't in our power to deliver it.

We only do what we can do and under the circumstances this is to receive the faulty part back and exchange it or refund you.

Everything else is, for the last time, looking in the wrong direction.

Unless you share my opinion, which I still hold, that no one time bending would severely affect the pins of this socket. I know because I've seen way more sockets and bent pins in my life than I care to count and I have a pretty good practical experience of what they can take.

But I do not expect you to take that view, I just share it in case it helps.

 

--- END OF COMMUNICATION ---

 

 

 
 

 


Saturday, December 26, 2020

Should eBay sellers leave postitive feedback to all buyers? eBuyer itspaid4 appears to think so.

 Here is yet another post provoked by what I consider misleading and/or offensive review on eBay left by upset buyer.

The review itself states "I dp not trust this seller and the little packet that he sold me! "

We can't and won't argue with this statement because it is clearly subjective and as long as it does not violate the eBay rules, which I do not think it does, we will not try to have it corrected or removed.

All that said, I still think it carries negative implication and is thus misleading in regards to the products listed and delivered by us.

Here is full unedited transcript of the exchange that lead to the review:

Pre-sale messages (Nov 19th):

itspaid4:

Please tell me what capacitors are included with identifying each capacitor?

 Coppell TV Repair LLC:

Gladly. There are no capacitors in this repair kit at this time.

itspaid4:

If you could please identify exactly what is included in this kit?

Coppell TV Repair LLC:

If you could would you please read the "KIT CONTENTS" section in the description?

itspaid4:

I read the what's included, that's why I asked you my question. it does not identify a single component such as transistors and so forth.
 
Coppell TV Repair LLC:

Not sure what you mean.
it tells you which exact components on the board are included in the kit.
It does not tell you what they are, but why should it?!
Ultimately do you want to repair a board or do you just want to learn what it takes to repair one?
eBay is not the place for the second kind and frankly neither are most retail outlets out there.

 

itspaid4:

It gives you numbers and does not identify any relevant part on the power supply board. I have a background in electronic and electrical repair of 30 years.
 

 Coppell TV Repair LLC:

With all due respect to your 30 years in business I think what you are saying is nonsense.

The public description - which is more than what most vendors offer , the parts and a board is literally all that's needed to have the components replaced with 99% chance of having the board fixed.

There is no "relevant" parts on the power supply.
There are EXACT parts per our listing and if you can't find them then you're either looking at a different type of board or something has gone seriously bad during your 30 years of electronic repairs....no offense meant.

This is not from a generic online retailer, this is from someone who has serviced tens and possibly hundreds of those boards and has assembled all our repair kits only from first hand experience.


Post-sale messages (Dec 24th):

itspaid4:

We will gladly leave you positive feedback once it is left on our behalf.

Coppell TV Repair LLC:

The eBay feedback system is dis-balanced as it allows buyers to leave negative feedback to sellers, but not the other way around while clearly there are buyers out there who definitely deserve negative feedback just there surely are sellers that deserve it.

Because of that asymmetry it is our policy to only leave feedback to buyers once they leave their own feedback to us.

Besides, a positive feedback is the ultimate way sellers know their buyers are happy and know that concludes the transaction for them.

Many sellers leave positive feedback automatically. That may be the smart thing to do if you want to get most positive feedbacks back, but it doesn't make it right :-)

itspaid4:

Then you will not get positive feedback at all.
 

Coppell TV Repair LLC:

No hard feelings here, it is not like you are required to leave feedback - much like we aren't.

If you were to leave one, though, it should be based on how what you received compares to what is advertised because that is the single most important metric of a seller - how well do they cover they promises.

How well we cover buyer's expectations is a different matter altogether and there is simply no one uni-formal and fair way to do it.


 ---

Well those are the facts.

Being one side of the argument and also the one putting the effort to put it all out in case anyone cares at all I will take what I consider the earned privilege to add a few notes.


First, the post-sale responses were written without the slightest idea of the pre-sale exchange, i.e. without any opinion of the party that was asking for feedback; I only saw them when compiling the full exchange history now.
Anyone else asking the same could have gotten the same response.


Second, I do see how our responses are not what's considered by many top not customer service.
As I have said over and over in this blog I am OK with that. There are too many different characters out there and we have limited resources. 

We have to be either good in what we do or the way we do it and between the to I chose the former with the clear understanding it wold only work for those who care more for the contents than the packaging.

It is ironic, frankly, as even as a middle aged man past his prime I still fall for that same package over content trap myself, only in different departments.

 

Third, I personally am curious why did the buyer bought the repair kit in the first place if they do not trust us as they say in the review? (have you seen how many positive reviews are there for the same "little packet" and how many other buyers it has helped?)

 

Also why did they offer leaving positive feedback after item delivery if they do not trust us as they say in the review?


It appears to me that the "do not trust the buyer" sentiment only appeared after us rejecting to leave positive feedback before they do so.


Which, in my book, is both discriminatory and misleading, since it has no relation to the product advertised and sold or its delivery.

 

What do you think?



 

Saturday, December 5, 2020

Are 2200 Ohm / 25V electrolytic capacitors better than 2200uF/10V ones?

 I am posting here because we were just given a disgraceful 1 star rating on Google by a customer.

There was no comment left , but Google detailed that the 1 star rating was for professionalism.

I will let you be the judge on whether we're good at what we're doing or not.

The following is a verbatim transcript of email exchange that occurred at about 9:30 PM on a Saturday night with our responses following within minutes of the questions asked (only please don't take such response time for granted; it is not, but it is how this one occurred):


Customer:

We just received this repair kit for samsung.  It says it contains capacitors for  CX834,CX835, CB813 and CB814.  Our CB814

 is a 2200 ohm 105 degree 10 Volt.  We only received 25Volt capacitors in the kit.  I need to see about getting the correct capacitor please.  

Order Reference Number: 6507  


Coppell TV Repair LLC:

You did get the correct capacitors.

They are, in fact, notably better than the OEM ones for the simple reason they have notably higher breakdown voltage while still bearable form factor thanks to technology improvements and relaxed spacing requirements on the board.

Enjoy or take your time researching the topic first – “electrolytic capacitors” and “breakdown voltage” are the key terms for research.

 

Customer:

I have 4 in your kit that are all the exact same - 2200 ohm 105 degree 25 Volt.   

Your online description says it is for CX834,CX835, CB813 and CB814

Slot CB814 is a 10Volt not 25Volt but none are in my kit.  


Coppell TV Repair LLC:

I know that.

And yet I am telling you again that what you received is not the same, but better than what you have and you not only can, but should use it.


I will add that electrolytic capacitors, unlike resistors, have the major quality capacitance measured in Farads (or micro-farads, in this case)  and not Ohms and, more importantly, have polarity.

So be careful how you install them because two or three times breakdown voltage reserve won’t be sufficient to save them if you reverse their polarity.

Which, considering the point you raise and the fact that you state they are 2200Ohms instead of the correct 2200uF – tells me is a real possibility.

No offense meant.

We’ve all been there at some point.

 

At this point the customer left review on Google with no text and 1 star for professionalism.

I will only say that will continue to supply solutions with superior parts when possible (like in this case), respond as fast as possible and call things as we see them.

We believe truth is more important in business than manners.

If that is low professionalism then so be it.

If you expect education let alone pampering for the cost of a $10 ticket for parts we believe it is not us who needs reality check, it is you.

Saturday, November 14, 2020

Power outage may cause additional service delays

We've been fairly busy in the past months and standard processing time has grown from the usual 2 business days that it has been for years to within 5 to even 6 business days.

We've been working every weekend for the past several months and yet our processing queue keeps growing as we refuse to increase speed of processing at the cost of quality of repairs.

Today, Saturday Nov 14th 2020 we lost power in our service shop due to power outage that has affected a number of buildings in the area.

It was recognized by the local power company Oncor as follows:

 

 We apologize for everyone affected by the delays.