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ProService Service Magazine<br />

A Journal <strong>of</strong> NESDA NESDA<br />

and ISCET • <strong>December</strong> 2004 www.nesda.com www.nesda.com<br />

• www.iscet.org<br />

www.iscet.org<br />

Post 2004-Election Market Outlook –<br />

Page 3-5<br />

ProService Partner Advertiser Pr<strong>of</strong>ile:<br />

Tritronics, Inc. – Pages 13, 15-16<br />

Meet the NESDA Member:<br />

Gary Thompson CSM – Page 14<br />

Gary Shapiro, CEO <strong>of</strong> CEA, to Keynote<br />

NPSC 2005 in Orlando – Page 18<br />

Sharing Electonics Knowledge with<br />

Future Servicers in Honduras – Page 19<br />

Complete Listing <strong>of</strong> Contents on Page 2


PAGE 2 –<br />

<strong>December</strong> 2004<br />

www.nesda.com<br />

www.iscet.org<br />

An <strong>of</strong>ficial journal <strong>of</strong> NESDA<br />

(National <strong>Electronics</strong> Service<br />

Dealers Association), and ISCET<br />

(<strong>International</strong> <strong>Society</strong> <strong>of</strong> <strong>Certified</strong><br />

<strong>Electronics</strong> <strong>Technicians</strong>)<br />

Purpose<br />

ProService Magazine, a publication<br />

for members <strong>of</strong> NESDA and ISCET,<br />

is produced by NESDA, the National<br />

<strong>Electronics</strong> Service Dealers Association,<br />

3608 Pershing Ave., Fort Worth, TX<br />

76107. It is intended for the enlightenment,<br />

education and entertainment <strong>of</strong><br />

the members <strong>of</strong> NESDA and ISCET.<br />

With the exception <strong>of</strong> <strong>of</strong>ficial<br />

announcements, the statements and<br />

opinions expressed herein are those <strong>of</strong><br />

the authors and not necessarily those <strong>of</strong><br />

the associations.<br />

Unless otherwise clearly indicated,<br />

neither NESDA nor ISCET endorses any<br />

company, product or service appearing<br />

in any article in this publication.<br />

Business and Editorial Offices<br />

3608 Pershing Ave., Fort Worth, TX<br />

76107-4527; 817-921-9061;<br />

Fax 817-921-3741;<br />

www.nesda.com; www.iscet.org<br />

Executive Director: Mack Blakely<br />

Director <strong>of</strong> Communications:<br />

Sheila Fredrickson<br />

Email: sheila@nesda.com<br />

Associate Editor/Production:<br />

Stephanie Miller<br />

Email: stephanie@nesda.com<br />

Copyright<br />

Copyright © 2004 by NESDA,<br />

Inc., all rights reserved. No part <strong>of</strong> this<br />

publication may be reproduced or<br />

transmitted in any form or by any<br />

means without written permission from<br />

NESDA.<br />

What’s Inside:<br />

Table <strong>of</strong> Contents<br />

Post 2004-Election Market Outlook . . . . . . . . . . . . . . . . . . . . . . . . .3-5<br />

Extended Warranty Contracts – Where Does the Money Go? . . . . . . . .5<br />

New NESDA Members from 9/30/2004 to 12/16/2004 . . . . . . . .6, 18<br />

Can We Talk? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8-9<br />

NESDA President's Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10<br />

ISCET President's Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11<br />

Viewing the Passing Parade: ISCET News and Views . . . . . . . . . . . . .12<br />

ProService Partner Advertiser Pr<strong>of</strong>ile: Tritronics, Inc. . . . . . . . . .13, 15-16<br />

Meet the NESDA Member: Gary Thompson CSM . . . . . . . . . . . . . . . .14<br />

New Associates & CET's from 10/04/2004 to 12/16/2004 . . . . . . . .17<br />

Gary Shapiro to Keynote NPSC 2005 in Orlando . . . . . . . . . . . . . . .18<br />

Sharing <strong>Electronics</strong> Knowledge with Future Servicers in Honduras .19-20<br />

Index <strong>of</strong> Advertisers<br />

AYS S<strong>of</strong>tware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3<br />

CEA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7<br />

PTS <strong>Electronics</strong> . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8<br />

MCM <strong>Electronics</strong> . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9<br />

Electronix Corp. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10<br />

Tritronics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Back Cover<br />

45th Western Regional<br />

<strong>Electronics</strong> Convention<br />

March 10-13,2005<br />

Hood River Village Resort<br />

(800-828-7873)<br />

1108 East Marina Way<br />

Hood River, Oregon 97031<br />

Our web site is www.opea.info<br />

Our email is<br />

wrcon2005@hotmail.com<br />

Voice/Fax : 503-253-4698<br />

National Pr<strong>of</strong>essional Service<br />

Convention and Pr<strong>of</strong>essional<br />

Service Trade Show (NPSC) 2005<br />

July 26-30, 2005<br />

The Rosen Centre<br />

Orlando, FL<br />

www.nesda.com<br />

Upcoming Events<br />

If you would like your event listed<br />

in this section, please contact<br />

stephanie@nesda.com or call<br />

817/921-9061 ext.13.<br />

ATTENTION READERS:<br />

ProService Magazine is now<br />

an ONLINE<br />

publication that will be found<br />

only at www.nesda.com,<br />

except for the June and<br />

August issues.


Post 2004-Election Market Outlook<br />

By Wayne Peterson, Family Business Office<br />

My main reason for providing this information is a belief that our country has gotten itself in such a difficult financial condition that<br />

citizens and investors who are unaware are going to get trapped and pay a heavy price. We hate to see good people get hurt. For more on<br />

our thinking on the economy and markets, please visit our website (www.familybusiness<strong>of</strong>fice.net) and read the Market Outlook posted<br />

there. Thanks for reading and good luck to you, Wayne Peterson.<br />

Empowered by a convincing re-election<br />

victory, President Bush has identified a<br />

number <strong>of</strong> priority targets for spending his<br />

newly-earned "political capital." They<br />

include:<br />

1. Simplification <strong>of</strong> our hated, insane tax<br />

system. One alternative being debated within<br />

the administration is to scrap the current<br />

system and replace it with either a singlerate<br />

flat income tax, or a national sales taxwhere<br />

only consumption is taxed. The other<br />

alternative is to retain the progressive tax<br />

structure but reduce tax rates even further,<br />

while closing loopholes, cutting out special<br />

interest tax breaks and eliminating most<br />

deductions except for home mortgage interest<br />

<br />

AT YOUR SERVICE SOFTWARE <br />

“S<strong>of</strong>tware Solutions for the Service Industry” <br />

Full-featured Windows ® s<strong>of</strong>tware for repair shops, and for<br />

retail stores that act as repair depots<br />

Easily track repairs, manage your inventory, automate your<br />

bookkeeping, analyze your business activity, and much more<br />

Customers and dealers can track their repairs on the Internet<br />

and receive automatic status updates via e-mail<br />

Version 2.3 now integrates with QuickBooks ® Pro, Premier,<br />

and Enterprise editions, versions 2002 through 2005<br />

Request a FREE fully-functional<br />

evaluation copy or download it now!<br />

www.ayss<strong>of</strong>tware.com<br />

and charitable giving. Any <strong>of</strong> these steps<br />

would be welcomed.<br />

2. Modifying Social Security to allow personal<br />

investment accounts. One administrative<br />

camp believes that individuals could, by<br />

investing in stocks, beat the return provided<br />

through Social Security's fixed income<br />

investments. I am in the other camp that<br />

believes that the great majority <strong>of</strong> individuals<br />

would lose money in the market and<br />

actually come out behind. The other problem<br />

with this idea is that since the current<br />

system is in effect a Ponzi scheme (today's<br />

contributions are being used to pay for<br />

today's benefits), a new source for funding<br />

current benefits would have to be found.<br />

Additional government borrowing has been<br />

suggested.<br />

3. Making the 2001/2002/2003 tax cuts permanent.<br />

The cost <strong>of</strong> doing this is an estimated<br />

increase in the projected federal debt <strong>of</strong><br />

about one-third, or $2.2 trillion.<br />

4. Expanding Roth IRA's to allow individuals<br />

to salt away up to $15,000 a year.<br />

For you and me, these plans-coupled with<br />

the President's determination to pursue<br />

reconstruction in Iraq and Afghanistan-virtually<br />

assure four more years <strong>of</strong> rising<br />

deficits, a probable increase in long interest<br />

rates, but hopefully no tax increases. With<br />

this picture in mind, the dollar started to<br />

plummet last week.<br />

At Your Service S<strong>of</strong>tware, Inc.<br />

P.O. Box 83021<br />

1180 Victoria Park Ave.<br />

Toronto, ON M4B 3N2<br />

CANADA<br />

Phone: (416) 749-3546<br />

Fax: (416) 285-5525<br />

E-mail: sales@ayss<strong>of</strong>tware.com<br />

(Continued on page 4)<br />

PAGE 3 –<br />

<strong>December</strong> 2004


Richard Russell <strong>of</strong>fered a couple <strong>of</strong><br />

additional suggestions which will never<br />

come about: "Jettison the whole damn<br />

Federal Reserve system, get rid <strong>of</strong> the debtbacked<br />

Federal Reserve Notes and let the<br />

US government issue its own US<br />

Government Notes. And make these Notes<br />

backed by a portion <strong>of</strong> gold so they act like<br />

real money."<br />

GOLD and SILVER. Our primary investment<br />

holdings are in gold, which is in the<br />

early stages <strong>of</strong> a secular bull market; and<br />

silver, which has taken on a precious metals<br />

aura. Appreciation is being driven by an<br />

increasing worldwide lack <strong>of</strong> confidence in<br />

fiat paper money – with gold being real<br />

money. We anticipate gold eventually rising<br />

to a price "beyond what anyone now thinks<br />

possible".<br />

Gold hit a 16 year high Friday. In closing<br />

decisively above $430 – something it<br />

failed to do twice earlier this year – gold<br />

appears to have entered the next step <strong>of</strong> the<br />

secular bull market, one marked by 1983<br />

and 1987 highs near $500. Of high significance<br />

is a report that after 6 weeks <strong>of</strong><br />

increasing short positions, the Commercials<br />

CUT BACK on their shorts in the latest<br />

reporting week. Thus, they may be retreating<br />

from their bear stance, probably because<br />

the handwriting is on the wall: gold is being<br />

driven upward by the swiftly diving dollar.<br />

Rising gold is keeping upward pressure<br />

on gold shares, which are rising faster than<br />

gold and within 6% <strong>of</strong> highs established in<br />

<strong>December</strong> <strong>of</strong> last year. Silver is also rising<br />

faster than gold. On the other hand,<br />

Palladium is having a difficult time breaking<br />

above its 65 week moving average.<br />

Richard Russell provided the following<br />

view on gold. "Gold has completed its first<br />

psychological or sentiment phase. The first<br />

phase is the phase where sophisticated<br />

investors, sensing a new bull market, make<br />

their initial bargain commitments. That<br />

occurred during the 1999-2001 period when<br />

gold was selling in the 260 to 300 area and<br />

gold stocks were literally being given away.<br />

PAGE 4 –<br />

<strong>December</strong> 2004<br />

Post 2004-Election Market Outlook (Continued)<br />

"We're now early in the second phase <strong>of</strong><br />

the gold bull market. This is the phase where<br />

the public and the funds start to pick at gold<br />

– buying a bit here, a bit there. At the same<br />

time they begin to buy some <strong>of</strong> the gold<br />

shares. The second phase is usually the<br />

LONGEST phase <strong>of</strong> a bull market, and this<br />

phase could last another year to a few years<br />

longer. The second phase <strong>of</strong> this gold bull<br />

market is being EXTENDED by the antigold<br />

element which continues to manipulate<br />

gold or short gold.<br />

"Analysts wondered<br />

whether the trend<br />

could continue or<br />

whether it would be<br />

just another<br />

encouraging spurt<br />

that would quickly<br />

fizzle out."<br />

"As the second phase moves along, brokerage<br />

houses will suggest taking "a small<br />

position" in gold, and gold will occasionally<br />

pop up in the news as it creeps to new highs.<br />

Later in the second phase the public will<br />

start to buy gold, this in reaction to increasing<br />

political and social uncertainty, rising<br />

debt levels and nervousness as to the future<br />

<strong>of</strong> the dollar.<br />

"The third phase <strong>of</strong> the gold bull market<br />

will see a frantic rush by the public to buy<br />

gold. In this phase gold will surge to<br />

"undreamed" <strong>of</strong> heights – levels beyond<br />

what anyone now envisions. This will be the<br />

final blow-<strong>of</strong>f for gold, following which I<br />

believe gold will be reinstated behind paper<br />

money."<br />

Jim Sinclair added Friday ("Hold On To<br />

Your Hats") that ... "the volatility <strong>of</strong> price<br />

change and the physical size <strong>of</strong> gold contracts<br />

and metals being traded is about to<br />

increase sharply." He cautions traders to be<br />

"selling into strength and buying on the<br />

downturns using Fibonacci data."<br />

STOCK MARKETS. We are out <strong>of</strong> foreign<br />

stock markets and have taken small short<br />

positions against US large and small stocks,<br />

believing that the current rally has topped<br />

out in favor <strong>of</strong> the secular bear market,<br />

which is headed for dramatically lower levels<br />

over the next 2 years...<br />

"Hope and confidence last week triumphed",<br />

wrote Michael Santoli in Barron's<br />

"over the forces <strong>of</strong> nuance and complaint.<br />

The broad market indexes ... continued a<br />

two-week ramp on a happy confluence <strong>of</strong><br />

political, seasonal, economic and psychological<br />

energy ... and pr<strong>of</strong>essional investors<br />

staring at near-flat returns rushed in to buy,<br />

so as not to miss the kind <strong>of</strong> year-end rally<br />

that arrived a year ago."<br />

In addition to George Bush's hoped-for<br />

(by business and the stock market) decisive<br />

win, oil prices continued to pull back-to just<br />

below $50 a barrel. And the government<br />

reported Friday that 337,000 jobs were<br />

added in October – about double expectations<br />

– while analysts wondered whether the<br />

trend could continue or whether it would be<br />

just another encouraging spurt that would<br />

quickly fizzle out. Hurricane cleanup and<br />

reconstruction headed the jobs list, while<br />

manufacturing employment actually fell.<br />

And these are, after all, government numbers.<br />

By closing above 10343, the Dow has<br />

reversed the first in a series <strong>of</strong> declining<br />

peaks and declining lows. This could be an<br />

important change, although there are two<br />

more preceding higher 2004 peaks that the<br />

Dow would have to hurdle in order to fully<br />

confirm a rising pattern. However, we are<br />

entering the so-called "strong seasonal period"<br />

from November to April. So this rally<br />

could develop some "legs".<br />

But despite the above factors and<br />

investor's enthusiasm, the market remains<br />

very overpriced and highly speculative.<br />

(Continued on page 5)


Post 2004-Election Market Outlook (Continued)<br />

Also, many items are at technical<br />

extremes – meaning overbought and subject<br />

to correction. The secular bear is very much<br />

alive and could strike at any time – just<br />

when investors least expect it. The downside<br />

potential <strong>of</strong> this bear is MUCH greater<br />

than the upside.<br />

Meanwhile, in the back-to-reality<br />

world, The New York Times reported last<br />

week that after 2 years in bankruptcy,<br />

"United Airlines told its unions that it wants<br />

to terminate its four employee pension plans<br />

and seek additional wage and benefit cuts,<br />

as part <strong>of</strong> a plan to cut another $2 billion a<br />

year in costs." Other airlines and a number<br />

<strong>of</strong> other big businesses are reported to be<br />

closely monitoring developments.<br />

FIXED INCOME. We have taken a small<br />

short position against US bonds and are<br />

invested in foreign currencies, to benefit<br />

from the expected continuing decline in<br />

value <strong>of</strong> the US dollar vs. other major world<br />

currencies.<br />

The dollar fell for the sixth straight<br />

week, to a nine year low. Continuing budget<br />

and trade deficits expected in Bush years<br />

5 through 8 will exert continuing downward<br />

pressure on the dollar. India announced that<br />

they will be pulling $200 billion <strong>of</strong> their<br />

trade surplus from the US market and using<br />

it for domestic infrastructure projects.<br />

Russia, China and Middle Eastern countries<br />

also appear to be backing away from the<br />

dollar.<br />

However, Commercials – who take the<br />

opposite side <strong>of</strong> nearly every strong financial<br />

trend – have taken a record LONG position<br />

on the dollar, so don't be surprised if the<br />

dollar shows some "surprising" strength.<br />

There are simply too many traders now<br />

lined up on the short side <strong>of</strong> the dollar, and<br />

a few <strong>of</strong> them need to be "washed out."<br />

But longer range – and technically – we<br />

can now expect to see the dollar fall even<br />

further, down to the 80 area. And long-range<br />

charts show the potential for going much<br />

lower than that.<br />

Bond yields appear to be bottoming<br />

and it looks like yields will be rising in the<br />

Extended Warranty Contracts – Where Does the Money Go?<br />

Did you ever wonder about the pr<strong>of</strong>itability<br />

<strong>of</strong> extended warranty contracts and<br />

how the money is distributed? The following<br />

information was provided by an article<br />

in a national warranty publication.<br />

How much each party gets is always<br />

open to negotiation. The underwriter needs<br />

to be compensated for the risk, plus it needs<br />

to make a pr<strong>of</strong>it after claims are paid. The<br />

administrator also needs to make a pr<strong>of</strong>it<br />

after accounting for the overhead involved<br />

in claims processing. But in general, the<br />

three entities involved in the sale and<br />

administration <strong>of</strong> an extended warranty split<br />

the premiums in the following way: the<br />

sales agent gets 50%, the administrator gets<br />

20%, and the underwriter gets 30%. That<br />

30% is split further into an amount set aside<br />

to pay claims (which is typically 19.8%), an<br />

amount to cover "fees" (just over 5%), and<br />

the remainder as a buffer in case claims<br />

exceed expectations.<br />

The ratios vary tremendously given the<br />

type <strong>of</strong> product involved. With a product<br />

line known to have a low loss ratio, there is<br />

less need for reserves, and <strong>of</strong> course an<br />

expectation <strong>of</strong> fewer claims. With a new<br />

type <strong>of</strong> product such as plasma screen televisions,<br />

the loss ratio will at least initially be<br />

unknown. Factors that need to be considered<br />

include the typical lifespan <strong>of</strong> the product,<br />

the length <strong>of</strong> the contract, and the projected<br />

cost <strong>of</strong> repairs/replacements. Another factor<br />

is the "clout" <strong>of</strong> the participants, and their<br />

ability to take their business elsewhere in<br />

pursuit <strong>of</strong> a bigger slice <strong>of</strong> the pie. For<br />

instance, a very large electronics retailer<br />

may be in a position to demand a higher percentage<br />

<strong>of</strong> the premiums as a sales commission.<br />

Industry Participation<br />

It's astonishing to report that nobody<br />

seems to have ever published a comprehensive<br />

market research report that sizes the<br />

extended warranty industry in all its sectors:<br />

homes, PCs, consumer electronics, major<br />

appliances, HVAC, <strong>of</strong>fice equipment, and<br />

weeks ahead. But the major intermediate<br />

trend for bond prices will remain up unless<br />

yields rise and stay above 4.27% on the 10<br />

year and 5.08% on 30 year yields. Popular<br />

opinion anticipates a further Fed rate<br />

increase next week, following Friday's<br />

strong jobs report, but that assumption may<br />

be false. [Editor's Note: The Fed did raise<br />

rates on 11/10/04 for the fourth time in 5<br />

months.] Richard Russell agrees with Bill<br />

Gross that US short rates MUST be kept<br />

low, to avoid jarring our over-indebted<br />

economy into a recession or something<br />

much worse.<br />

"Market Outlook" published with permission<br />

by Wayne Peterson and Family<br />

Business Office, Inc. Family Business Office<br />

is a comprehensive financial planning firm<br />

founded in 1992 and located in Colleyville,<br />

Texas, five miles from DFW Airport. They<br />

specialize in dealing with the challenges<br />

and opportunities faced by family-owned<br />

businesses. For more information, visit<br />

www.familybusiness<strong>of</strong>fice.net.<br />

automotive. Last year, a British research<br />

firm called PA Consulting undertook an<br />

international market study on behalf <strong>of</strong> the<br />

UK's Competition Commission, to which it<br />

reported that the U.S. extended warranty<br />

market was between $4 and $7 billion in<br />

size. But that estimate included just what<br />

industry insiders call brown goods and<br />

white goods — home audio, television,<br />

DVD, VCR, washer, dryer, refrigerator, etc.<br />

The estimated guess at the revenue generated<br />

by extended warranty companies is<br />

$15 billion. That is a low-end estimate, and<br />

it doesn't include automotive. "It's a nebulous<br />

number," but it is thought that $15 [billion]<br />

is probably a pretty good estimate." It<br />

was also noted that this estimate does not<br />

include a lot <strong>of</strong> the programs that bundle<br />

both preventative maintenance and corrective<br />

maintenance into a single <strong>of</strong>fering.<br />

PAGE 5 –<br />

<strong>December</strong> 2004


New NESDA Members from 9/30/2004 to 12/16/2004<br />

Randy Baker<br />

Audio Buys, Inc.<br />

1700 Glenwood Ave.<br />

Raleigh, NC 27608<br />

(919) 821-1776 ; Fax : (919) 821-4964<br />

rb3605@mindspring.com<br />

Paul Bates<br />

Authorized TV, Inc.<br />

133 Mystic Street<br />

Arlington, MA 02474<br />

(781) 648-7570 ; Fax : (781) 648-6150<br />

bates324@comcast.net<br />

Randy Bishop<br />

Pro-Tech <strong>Electronics</strong><br />

3485-C West 10th Street<br />

Greeley, CO 80634<br />

(970) 356-5202 ; Fax : (970) 356-5252<br />

ptei@pro-techelec.com<br />

Gerald Boucher<br />

Gerald's TV Service<br />

590 100th Avenue<br />

Montreal, Quebec H1A 2C2, CN<br />

(514) 642-3137<br />

gerboucher@videotron.ca<br />

Stephen Browne<br />

Courtesy T.V.<br />

7888 Broadway<br />

Lemon Grove, CA 91945<br />

(619) 697-4050 ; Fax : (619) 697-9277<br />

s@courtesytv.sdcoxmail.com<br />

Jose Victor Caceres<br />

Reliable TV Service<br />

8151 Geyser Ave.<br />

Reseda, CA 91335<br />

(818) 349-4626<br />

reliabletvs@juno.com<br />

Christopher Chisim<br />

A & A <strong>Electronics</strong><br />

7026 South Western Ave.<br />

Chicago, IL 60636<br />

(773) 436-2106 ; Fax : (773) 436-3380<br />

aaelectech@sbcglobal.net<br />

Dale Dubelbeiss<br />

Emerald Service<br />

663 Jensen Place<br />

Placentia, CA 92870<br />

(714) 961-1224<br />

ddubelbeiss@suz.com<br />

PAGE 6 –<br />

<strong>December</strong> 2004<br />

Ferris Eleckel<br />

Jones Road TV & VCR<br />

11528-H Jones Road<br />

Houston, TX 77070<br />

(281) 894-1652 ; Fax : (281) 894-4250<br />

jonesrdtv@aol.com<br />

Roger Fredinburg<br />

Advanced TV<br />

2080 West Main Street<br />

Medford, OR 97501<br />

(541) 772-2225 ; Fax : (541) 772-1703<br />

advancedtv@ipns.com<br />

Eduardo Gamino<br />

MT Picture Display<br />

208 Weller Ave.<br />

Horseheads, NY 14845<br />

(607) 319-0225<br />

egamino@usa.net<br />

Alfredo Gomez<br />

A & K <strong>Electronics</strong><br />

9771 SW 72nd Street<br />

Miami, FL 33173<br />

(305) 279-7510 ; Fax : (305) 279-9730<br />

akelec@bellsouth.net<br />

Michael D. Hunt<br />

M & P <strong>Electronics</strong><br />

422 N. Iowa<br />

Colorado Springs, CO 80909<br />

(719) 475-1438 ; Fax : (719) 475-1438<br />

mpelectronics@outdrs.net<br />

John Johnson<br />

Don's TV Service, Inc.<br />

518 Allen Road<br />

Manhatten, KS 66502<br />

(785) 776-5898<br />

johnejohnson1@juno.com<br />

Ronald Keane<br />

Affordable Electronic Repair<br />

7110 E Thomas Rd.<br />

Scottsdale, AZ 85251<br />

(480) 945-3908 ; Fax : (480) 945-8749<br />

rkeane85257@yahoo.com<br />

Jonathan Lentz<br />

Sascoa <strong>Electronics</strong> Company / Repairsplus<br />

871 Waterman Ave.<br />

East Providence, RI 02914<br />

(401) 434-3777 ; Fax : (401) 434-3778<br />

info@RepairsPlus.com<br />

Joe Logelin<br />

Campus TV & Hi-Fi<br />

2169 W Stadium Blvd.<br />

Ann Arbor, MI 48103<br />

(734) 665-6644 ; Fax : (734) 665-9022<br />

jtlogelin@aol.com<br />

Fred Longworth<br />

StereoTech Classic Audio Repair<br />

3401-F Adams Avenue<br />

San Diego, CA 92116<br />

(619) 282-9101 ; Fax : (619) 282-7872<br />

stereo@ixpres.com<br />

Eddie Mahurin<br />

Eddie's <strong>Electronics</strong><br />

825 Jamerson Road, Ste. 525<br />

Marietta, GA 30066<br />

(770) 591-1619 ; Fax : (678) 238-0339<br />

eddieselectronic@bellsouth.net<br />

Keith Meier<br />

Federal Warranty Service Corp.<br />

260 Interstate North Circle NW<br />

Atlanta, GA 30339<br />

(877) 881-8578<br />

John Myers<br />

Myers TV<br />

376 East State Street<br />

Alliance, OH 44601<br />

(330) 821-6545 ; Fax : (330) 821-8274<br />

myers_tv@sbcglobal.net<br />

Richard Orsillo<br />

WTBY TV & Appliance<br />

562 Lakeside Blvd West<br />

Waterbury, CT 06708<br />

(203) 754-6131 ; Fax : (203) 754-6131<br />

orsillorsn@adelphia.net<br />

Charles Perlingiero<br />

Chuck's Electronic Repair<br />

6174 Glenmore Ave.<br />

Philidelphia, PA 19142<br />

(610) 623-2224 ; Fax : (215) 724-8784<br />

chuckstv@verizon.net<br />

Albert Pinkhasov<br />

<strong>Electronics</strong> Doctor<br />

9733 Southmill Drive<br />

Glen Allen, VA 23060<br />

(804) 672-0800 ; Fax : (804) 346-8826<br />

elect_dr@hotmail.com<br />

(continued on page 18)


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By Fay Wood EHF, Chair – Marketing and<br />

Membership Committee<br />

Seasons Greetings to all out in NESDA<br />

Land. What do consumers really want and<br />

expect, especially during the holidays? We<br />

are all consumers, so you can relate to what<br />

I am about to tell you.<br />

Consumers are probably the<br />

most important part <strong>of</strong> the equation<br />

in the buying chain process.<br />

Businesses ask consumers to<br />

trust what they produce, trust<br />

what they say they will do, and<br />

trust that what they are buying<br />

will provide them enjoyment and<br />

a lasting positive experience.<br />

Consumers want to know they<br />

are getting their money’s worth,<br />

and want to know that those they<br />

are dealing with are experienced,<br />

honest, dedicated and highintegrity<br />

representatives <strong>of</strong> their<br />

organizations.<br />

Consumers can sometimes be<br />

finicky, fussy or sometimes<br />

downright unreasonable, especially<br />

considering all the information<br />

and research that they<br />

can do on the Internet these days.<br />

Many consumers think they<br />

know all the ins and outs <strong>of</strong><br />

products, but with so many new<br />

and advancing technologies we<br />

know this is generally not the<br />

case. So, many might challenge<br />

various statements and commitments<br />

made by those they are<br />

dealing with, but in most cases it<br />

is probably with the intention <strong>of</strong><br />

“getting their money’s worth”<br />

and to protect their investments.<br />

And considering the fact that<br />

without the consumer and their<br />

purchases businesses would not<br />

exist I would hope we all realize<br />

they deserve the best we can<br />

<strong>of</strong>fer them so they will say yes<br />

and keep coming back.<br />

Manufacturers and others<br />

spend an enormous<br />

amount <strong>of</strong> money<br />

(millions <strong>of</strong><br />

PAGE 8 –<br />

<strong>December</strong> 2004<br />

Can We Talk?<br />

$$$) to brand their products and to educate<br />

the supply chain on product features, benefits<br />

and key selling points. It is no secret<br />

that brand loyalty is not what it used to be<br />

and some consumers simply go with the best<br />

story being told (you know the sales hype<br />

stuff) and the cheapest equipment they can<br />

find. But there are many other consumers<br />

who know what they want, and want a fair<br />

and reasonable deal with the assurances that<br />

they can enjoy their products for a long time<br />

to come. Now isn’t that what you have dedicated<br />

your lives to providing them?<br />

(Continued on Page 9)<br />

CorporateHeadquarters<br />

5233 South Highway 37 • Bloomington, Indiana 47401<br />

800-844-7871 • Fax: 800-844-3291 • E-mail: pts@ptscorp.com<br />

www.ptscorp.com


Can We Talk? (Continued)<br />

That’s where the service community<br />

comes in and can really stand out. It is this<br />

group within the supply chain that can make<br />

or break a positive image on the brand and<br />

ensure consumer satisfaction with their<br />

newly purchased products or maintain their<br />

positive opinions about a purchase they<br />

made a while back.<br />

Consumers expect the service entity and<br />

their technical representatives to be well<br />

groomed, knowledgeable, polite, honest and<br />

sincere in their promises, statements, and<br />

the recommendations they are providing.<br />

And being a <strong>Certified</strong> Service Center can<br />

add tremendous credibility for your organization<br />

and enhances the consumer’s awareness<br />

that service is a very important component<br />

<strong>of</strong> the supply chain! As an example,<br />

when you visit a doctor, don’t you feel more<br />

confident in their skills when you see all the<br />

initials and certifications hanging on the<br />

wall, while you wait for treatment or<br />

advice? When you need to get your car<br />

repaired, don’t you feel better seeing those<br />

flashy certifications on the wall or a badge<br />

<strong>of</strong> authenticity on the shirt <strong>of</strong> those serving<br />

you?<br />

These are just a couple <strong>of</strong> the examples<br />

that people (consumers) take note <strong>of</strong><br />

whether they realize it or not. These are<br />

some <strong>of</strong> the comforts in life when dealing<br />

with businesses and selecting who we will<br />

deal with that really do make the difference<br />

in the mindset and decision making for all<br />

consumers. I bet you can come up with<br />

many other examples that you can easily<br />

relate to and talk with your employees about<br />

that make your organization stand up and be<br />

noticed.<br />

And why not take advantage <strong>of</strong> your<br />

credibility with the consumers you are servicing<br />

by <strong>of</strong>fering them those accessories you<br />

know will help to make their investments<br />

even more enjoyable? Or selling them a<br />

service contract? Both are opportunities for<br />

servicers to make additional money while<br />

building a bond with the consumers so you<br />

get branded in their thinking whenever they<br />

need repairs or additional service support.<br />

So my overall message is: The consumer<br />

is the almighty decision maker in the<br />

product life cycle process and with some<br />

extra efforts from you and your team consumers<br />

can be the key to you achieving lasting<br />

and enjoyable financial success! Take<br />

good care <strong>of</strong> the consumers because if you<br />

don’t, someone else will!<br />

Speak with you all next time!<br />

ADVERTISERS: Does ProService Magazine reach your target market? Would you like to advertise<br />

with us? Why not request more information? Contact: ProService Magazine; Attn:<br />

Advertising; 3608 Pershing Avenue Fort Worth, TX 76107 or call 817/921-9061 ext. 13 .<br />

PAGE 9 –<br />

<strong>December</strong> 2004


We are all well aware that the pr<strong>of</strong>itability<br />

<strong>of</strong> servicing consumer electronics has<br />

eroded in the last decade. It is time to search<br />

for that new pr<strong>of</strong>it center that will bolster<br />

that bottom line. For many years now I have<br />

been actively involved in home theater,<br />

whole house music and the total home integration<br />

field. It has been an exciting and<br />

rewarding experience built from what once<br />

was a television sales and service operation.<br />

The degree <strong>of</strong> success that I have been able<br />

to achieve has been partially due to the geographic<br />

location <strong>of</strong> the business. It is much<br />

easier to sell state-<strong>of</strong>-the-art systems to<br />

clients who can easily afford such extravagances.<br />

However, times are changing and all<br />

<strong>of</strong> us can benefit from these changes.<br />

The very essence <strong>of</strong> what has nearly<br />

ruined the consumer electronics service<br />

industry could possibly become your new<br />

best friend. Price erosion on the sales floor<br />

has brought what used to be only for the<br />

well-to-do, into an area where the average<br />

PAGE 10 –<br />

<strong>December</strong> 2004<br />

NESDA President's Article<br />

Befriend the Enemy<br />

By Brian Gibson CET, NESDA President<br />

person can start to consider these very same<br />

products. There are some very exciting<br />

products out there that the masses are lining<br />

up to purchase. Flat panel technology leads<br />

the pack; we have all dreamed <strong>of</strong> the day<br />

when we could just hang our TV on the wall<br />

like a painting. Not too many years ago that<br />

dream came true, it you had in excess <strong>of</strong> ten<br />

thousand dollars to spend. Now that very<br />

same size panel with increased picture and<br />

sound qualities sells for less than half <strong>of</strong> the<br />

original cost with no end <strong>of</strong> price erosion in<br />

sight. That may not be what we as servicers<br />

want to see, but if you find your way into the<br />

sales and installation market, those lower<br />

prices will help you create new ways to<br />

greatly increase your pr<strong>of</strong>itability. And who<br />

is more qualified to educate, sell and install<br />

these products than us?<br />

The very same things can also be said for<br />

the audio side <strong>of</strong> the business. Everyone<br />

wants surround sound to go along with the<br />

really cool TV they just purchased. The<br />

choices in surround sound are astounding<br />

and so are the prices. Who would believe<br />

that you could buy a complete system for<br />

less than a thousand dollars? Once the purchase<br />

is made, the value in having these<br />

products pr<strong>of</strong>essionally installed is obvious.<br />

Opportunity keeps on knocking during the<br />

install, don't forget about those quality interconnects,<br />

power and surge management as<br />

well as that great remote to make it easy for<br />

all to use. And as if it wasn't enough many<br />

times consumers don't even have to pay for<br />

all these items till years down the road!<br />

There are so many other great examples<br />

<strong>of</strong> products and services to sell that I could<br />

go on for a long time. I think you see my<br />

point by now. It is time to expand your business,<br />

don't let it slip away. You will have<br />

great success when you can assure your customer<br />

that not only are you capable <strong>of</strong><br />

installing all their gear, but you're the very<br />

same person who will repair it if it should<br />

break. That's where you have the major<br />

advantage over the big box merchants. You<br />

will pr<strong>of</strong>it from the sales, installation and<br />

service on each and every product for years<br />

to come. NESDA is committed to diversification<br />

in our trainings, so that we might all<br />

survive and prosper long into the future.


ISCET President's Article<br />

Wow – what a year! "Barbarians at the<br />

Gate," picture tube plants closing and moving<br />

production to China, consumer electronics<br />

becoming ever cheaper, failure rates <strong>of</strong><br />

electronics decreasing, fuel costs increasing,<br />

health insurance costs increasing, shortages<br />

<strong>of</strong> qualified technicians, manufacturers utilizing<br />

depot service concepts, and on and on<br />

and on…….<br />

This sure sounds like a lot <strong>of</strong> "doom and<br />

gloom," and maybe I should be really<br />

depressed, but I'm not. Actually, I'm quite<br />

encouraged by the opportunities out there<br />

for us, the ISCET / NESDA family.<br />

As I visit with other servicers, at NPSC,<br />

on the NESDAnet, or other venues, I'm<br />

impressed that many are succeeding in spite<br />

<strong>of</strong> what at first looks like overwhelming bad<br />

news. We've been reading for years now<br />

about the changing industry, and how we<br />

must change along with it or our future is<br />

doomed. This reminds me <strong>of</strong> a Stephen<br />

Covey quote I really take to heart: "As soon<br />

as you think the problem is someplace else<br />

– you're the problem!" Does that mean that<br />

we're to blame for hurricanes in Florida or<br />

other such disasters? Of course not. What it<br />

does mean is that if we always blame our<br />

problems on circumstances and happenings<br />

in our industry, and hope to keep on doing<br />

Certify to Survive<br />

By Jim Fellows CET/CSM, ISCET President<br />

business the way we always have, then we<br />

definitely ARE the problem. Bad things<br />

happen to good people in business all the<br />

time, and we'd better get used to it.<br />

So, what do we do? If I had a single easy<br />

answer for that, I'd already be a millionaire,<br />

and I'm not. The company where I work is<br />

drastically different today than it was when<br />

I started around 35 years ago. Some<br />

changes have been gradual, like going from<br />

tubes to transistors, and others have happened<br />

much more quickly. What has<br />

worked for us wouldn't necessarily work for<br />

other servicers, or in other parts <strong>of</strong> the country,<br />

since all <strong>of</strong> our businesses are different<br />

in many ways.<br />

Again, that brings us right back to "What<br />

do we do"? Well, there are some things that<br />

I believe would benefit any service organization,<br />

large or small. None <strong>of</strong> us have huge<br />

marketing budgets or advertising staff to<br />

bring in new business, yet it is within our<br />

power to more successfully market ourselves.<br />

We all know the old saying: "No<br />

Pain, No Gain!" Hey, if it were easy, everyone<br />

would be in this business.<br />

The best way I know to distinguish ourselves<br />

from "other" servicers is by certification.<br />

(I can hear the groans now!) I've heard<br />

all <strong>of</strong> the arguments over why this "pain"<br />

isn't necessary, but they all come from those<br />

that haven't done it yet.<br />

Elsewhere in this yearbook, our NESDA<br />

President talks about diversification. This is<br />

one <strong>of</strong> the "secrets <strong>of</strong> success" that has<br />

saved many ISCET and NESDA members.<br />

This also makes CET certification even<br />

more valuable than ever. ISCET's Associate<br />

CET certification covers the basic knowledge<br />

that you need to work in any field <strong>of</strong><br />

electronics. Learning (or re-learning) the<br />

necessary theory to pass the test WILL make<br />

you a better technician – no matter how<br />

good you are now. I've seen this proven<br />

time and time again.<br />

ISCET also has Journeyman certifications<br />

in many different disciplines, and<br />

more under development. In tomorrow's<br />

world, we will need training and certification<br />

in many new areas such as Alternative<br />

Energy Technology, and Nanotechnology.<br />

The other key program available to our<br />

members and others is CSC certification.<br />

Just as studying for a CET test makes you a<br />

better tech, going through the qualification<br />

process to become a <strong>Certified</strong> Service<br />

Center makes you a better Service Center.<br />

I'm sure if you ask anyone who has undergone<br />

the process, they will confirm this.<br />

To repeat something I've said many times<br />

before; "You know you're good – why not<br />

prove it"!<br />

As always, I welcome any <strong>of</strong> our readers<br />

to contact me or the ISCET headquarters<br />

with comments or suggestions on how your<br />

association might better serve you.<br />

The NESDA and ISCET President's articles in this issue are a preview<br />

from the 2005 ProService Directory & Yearbook which will be mailed to<br />

all NESDA and ISCET members in January 2005.<br />

Look for this valuable resource and membership benefit<br />

in your mailbox. Included for the second time is a listing <strong>of</strong> all NESDA<br />

members along with contact information, making the ProService<br />

Directory & Yearbook even more valuable to our members.<br />

ProService Magazine Advertising Rates For 2005:<br />

Black and White: Full Page — $250 Half Page — $125<br />

Color: Full Page — $500 Half Page — $250<br />

PAGE 11 –<br />

<strong>December</strong> 2004


y FEEL Ed THE Clingman, PERSONAL ISCET SATISFACTION Administrator THAT<br />

It's "Trade "Trade<br />

In" TIme Again<br />

ISCET’S The ONLINE old WEB-BASED buggy is TESTING showing MAKES its IT EASY age! That<br />

means TOwe OBTAIN have YOUR to CERTIFICATION bite the bullet and get<br />

comfortable College Credits Recommended in the new by one the with American all the new<br />

Council on Education (ACE) — An independent,<br />

gadgets and such…still it is a little nostalgic<br />

internationally recognized organization dedicated<br />

thinking to <strong>of</strong> excellence leaving in the education. old buggy behind.<br />

We've had some good times during the<br />

ride…some less enjoyable ones too. Darned<br />

shame we have to make these changes, just<br />

when we've become used to the feel and ride<br />

<strong>of</strong> the old one. Oh Well! It takes a stiff<br />

upper lip and one last look at what used to<br />

be brand new. But I do believe I see some<br />

scratches and dents in places I hadn't seen<br />

before…darned if it's not showing age<br />

marks I hadn't seen before. I feel better<br />

now. The new one may just be a little better<br />

than the old one…hope so anyway.<br />

So it's goodbye to 2004 and hello to the<br />

new buggy, 2005.<br />

Here's some signposts that passed by in<br />

2004:<br />

Online Testing settled down after the Beta<br />

period, and is being utilized more and more.<br />

Online Learning was introduced with the<br />

Online Study Guides & Practice Tests for<br />

the Journeyman Exams for Radar, Industrial<br />

<strong>Electronics</strong> and Computers.<br />

New Reference Material was included in the<br />

Training material available for sale.<br />

NASTeC was introduced at NPSC 2004<br />

with additional manufacturers holding training<br />

sessions in appliance servicing. A major<br />

manufacturer is involved in a pilot program<br />

to investigate the certification <strong>of</strong> all <strong>of</strong> their<br />

appliance technicians.<br />

The basis has been laid for a new Online<br />

Learning course; it will be interactive for<br />

appliance technicians. The interactive<br />

courses are held on the internet, but allow<br />

up to 20 participants who, with the<br />

instructor(s), share common audio and<br />

video. This will be operational by<br />

July 15, 2005, and will be<br />

shared by a major educational<br />

organization.<br />

PAGE 12 –<br />

<strong>December</strong> 2004<br />

Viewing the Passing Parade — ISCET News & Views<br />

Feel the<br />

Power <strong>of</strong><br />

ISCET<br />

Certification<br />

and<br />

Learning<br />

COMES FROM KNOWING YOU ARE A<br />

BETTER THAN AVERAGE PROFESSIONAL<br />

Here's some signposts we expect to see in<br />

2005:<br />

Introduction <strong>of</strong> the new ESA (<strong>Electronics</strong><br />

Systems Associate) Examinations along<br />

with the Online Learning Courses, both for<br />

self study (LC) and interactive (LC-IA).<br />

Introduction <strong>of</strong> the Associate CET Online<br />

Learning Course for Self Study (LC) and<br />

also the Interactive (LC-IA).<br />

Introduction <strong>of</strong> the new Networking and<br />

Wireless Journeyman level examination, as<br />

well as the Online Learning material in (LC)<br />

and (LC-IA) formats.<br />

Introduction <strong>of</strong> the new Radar Online<br />

Learning Course, (LC).<br />

Continued development <strong>of</strong> the ESA<br />

(<strong>Electronics</strong> Systems Associate) <strong>of</strong>ferings <strong>of</strong><br />

examinations and learning material…including<br />

some endorsements for examinations<br />

already existing to broaden the scope <strong>of</strong> the<br />

discipline.<br />

New Member Benefits…To name just a<br />

few.<br />

Certification Administrators<br />

There can never be enough said about the<br />

time and work these Certification<br />

Administrators (CA) devote to the furtherance<br />

<strong>of</strong> education and careers in electronics.<br />

When you see the title CA behind a name <strong>of</strong><br />

one <strong>of</strong> these people, be assured that there<br />

has been a significant donation <strong>of</strong> effort on<br />

his/her part.<br />

We need e-mail addresses for about half<br />

<strong>of</strong> the CAs. Not every CA has e-mail. The<br />

advantages are:<br />

1. It's much more economical than the US<br />

Postal Service.<br />

2. It's much faster, and costs less to prepare<br />

than other forms <strong>of</strong> communication.<br />

To be sure we have your e-mail, simply<br />

go to www.iscet.org, click on "CA Page."<br />

Sign in using the sign in box that will show.<br />

If you don't know the ID and password, call<br />

either Patricia or Ed at 800-946-0201 and<br />

we will give them to you. After signing in<br />

you will see a page titled "Administrator<br />

Information & Supplies." Immediately<br />

under that, you will find "click here" in<br />

green. Click this and you will see a form<br />

that can be utilized to give us any update<br />

information required, then click at the bottom<br />

to send the information to automatically<br />

by e-mail.<br />

We really need to have as many <strong>of</strong> you on<br />

e-mail as possible. You can reach us at any<br />

time via e-mail by using the address<br />

canet@iscet.org. This will go to Patricia,<br />

Margaret and Ed. One <strong>of</strong> us will get back to<br />

you as soon as possible.<br />

<strong>International</strong><br />

Mexico continues to expand its testing.<br />

New opportunities are opening in Mexico,<br />

and it is anticipated that the quantity <strong>of</strong> tests<br />

will increase in 2005.<br />

NAST NASTeC<br />

eC<br />

It's true…there is a shortage <strong>of</strong> qualified<br />

major home appliance service technicians.<br />

There are plans to provide both education<br />

and certification opportunities to a large<br />

number <strong>of</strong> persons. The development <strong>of</strong><br />

Online Learning for people desiring to get a<br />

hand hold in this thriving job market is key<br />

to the development <strong>of</strong> NASTeC.<br />

<strong>Certified</strong> <strong>Electronics</strong> <strong>Technicians</strong><br />

<strong>Technicians</strong><br />

There are numerous companies looking<br />

for qualified technicians today. Jobs range<br />

from entry level to experienced trainers and<br />

electronics trouble line technicians for manufacturers.<br />

These are real jobs, at real pay.<br />

If you are looking and have experience, contact<br />

Patricia, Margaret or Ed at 800-946-<br />

0201 and we'll pass information on to you<br />

we have obtained from various NESDA<br />

contacts.<br />

If you are job hunting, it would pay you<br />

to register with ISCET's "Job Target".<br />

Click on "Career Center" in the left margin<br />

<strong>of</strong> www.iscet.org. No charge to you for listing<br />

yourself. If you are certified by ISCET,<br />

be sure to include it in your registration.<br />

Student Chapters<br />

Are alive and well. There are now 19<br />

functioning Student Chapters. Good work!<br />

Each chapter represents at least one sponsor<br />

from the faculty, and lots <strong>of</strong> freely given<br />

time and effort to help students along the<br />

path towards electronic knowledge.<br />

Beginning in February, each issue <strong>of</strong><br />

ProService Magazine will spotlight a<br />

Student Chapter. If you want to be first, let<br />

us know. Call Ed at 800-946-0201. One<br />

will be selected by January 20, 2005.<br />

Spotlight on Education<br />

In addition to featuring a Student Chapter<br />

in each issue <strong>of</strong> ProService Magazine, one<br />

<strong>of</strong> the learning institutions that utilize the<br />

ISCET material will be spotlighted, complete<br />

with pictures. If you would like to<br />

take part in this for your school, let us know.<br />

Call Ed at 800-946-0201. April's choice will<br />

be made by February 15, 2005.<br />

So, On We We<br />

Go<br />

Looking through the back window <strong>of</strong> our<br />

2005 buggy, we watch our old 2004 jalopy<br />

fade into memory…and turn our heads to<br />

our new buggy, and to the "road ahead."<br />

WOW! This trip may be interesting!


ProService Partner Advertiser Pr<strong>of</strong>ile: Tritronics, Inc.<br />

Community Setting:<br />

How would you describe your business to<br />

someone who is not familiar with it?<br />

Tritronics is a wholesale distributor <strong>of</strong><br />

consumer and pr<strong>of</strong>essional electronic parts<br />

and accessories for reputable brands such as<br />

Sony, Sharp, Panasonic, Toshiba, and others.<br />

If you throw your remote away with the<br />

Sunday paper or crack your microwave tray<br />

popping popcorn, we will ship it to you. If<br />

you call a repairman to fix your big screen,<br />

we will sell them the parts they need to<br />

repair it.<br />

In what product or service does your<br />

company specialize, and what type <strong>of</strong><br />

market do you serve?<br />

We specialize in exact replacement parts<br />

for consumer and pr<strong>of</strong>essional electronics<br />

products. Although we have branched out<br />

into some quality generic replacement parts<br />

and test equipment, we are best known for<br />

providing the manufacturers' recommended<br />

parts in a timely and efficient manner.<br />

What makes your business unique among<br />

other similar businesses?<br />

Tritronics, Inc. Headquarters in Abingdon, Maryland.<br />

Our business is unique because, as one <strong>of</strong><br />

our customers put it, we are large enough to<br />

serve you, but small enough to know you.<br />

The principals are directly involved in the<br />

day-to-day operation <strong>of</strong> the business. We<br />

talk to our customers all day long, to stay on<br />

top <strong>of</strong> what is going on in our industry and<br />

so we can react quickly to their needs.<br />

The Early Days:<br />

Who started the business originally, and<br />

how did it start?<br />

On September 1, 1975, Roger Williams, Bill<br />

Martin and Harry Dill formed Tritronics,<br />

Inc. Ginny Williams, our current President,<br />

came up with the name. It is a combination<br />

<strong>of</strong> two words, "Tri" for the three owners and<br />

"tronics" which is part <strong>of</strong> electronics. The<br />

business started in a small, two-story butcher<br />

shop in Perry Hall. Our original parts<br />

counter was the meat counter, complete with<br />

a Formica top and a cedar shake overhang.<br />

The bright yellow paint <strong>of</strong> the counter and<br />

shelves were a welcoming site.<br />

What was the business like in the<br />

beginning?<br />

In the early 1980's Tritronics outgrew the<br />

building in Perry Hall and moved to lease<br />

property in Columbia, Maryland. Tritronics<br />

grew from a local distributor to a regional<br />

distributor and Roger Williams purchased<br />

the interests <strong>of</strong> his partners. As we continued<br />

to grow, the Williams family felt the<br />

need to bring the business closer to home in<br />

a building built by Roger Williams. In<br />

January 1988, Tritronics moved into our<br />

present location and in 1989 opened a<br />

branch in Ft. Lauderdale.<br />

In the early 1990's Tritronics continued to<br />

add manufacturers to its <strong>of</strong>ferings and the<br />

need for expansion intensified. Tritronics<br />

was the first distributor appointed by Sony<br />

in 16 years. The Florida branch moved to a<br />

14,000 square foot facility in Miami and the<br />

Maryland facility has been expanded twice.<br />

We currently have almost 60,000 square feet<br />

under ro<strong>of</strong>. This growth would not have<br />

been possible without the hard work and<br />

dedication <strong>of</strong> our staff. Tritronics is now a<br />

national parts distribution that ships products<br />

all over the country and to some locations<br />

in Central America and the Caribbean.<br />

As the economy slowed in the early<br />

1990's, it became apparent that we would<br />

have to increase our productivity to remain<br />

competitive. The advent <strong>of</strong> the Internet and<br />

our early adoption fueled our growth<br />

through the mid-1990's and into the 21st<br />

century. Our website is currently viewed as<br />

best in class in our industry. It brings<br />

together all the information that our customers'<br />

technicians need in the field and<br />

support staff need in the <strong>of</strong>fice to provide<br />

instant information to their clients.<br />

How many employees did you have when<br />

the company began? How many were<br />

techs and how many were support?<br />

The company started with the three partners.<br />

Roger Williams was the outside salesman<br />

and counter help. Harry Dill was the<br />

accountant; he worked the phones and the<br />

counter. Bill Martin ordered the inventory<br />

and worked the counters. At the end <strong>of</strong> the<br />

day, all three would fill orders and prepare<br />

them for the part time driver. Within a few<br />

years, they added about 10 employees.<br />

"Under New Management"<br />

Give a brief bio <strong>of</strong> yourself and any other<br />

owners.<br />

Kim Wagner oversees the administrative<br />

and customer service departments at<br />

Tritronics. She is actively involved in the<br />

social services, legal, business and political<br />

activities in our community. She currently<br />

services on the Harford County Chamber <strong>of</strong><br />

Commerce Board <strong>of</strong> Directors and legislative<br />

committee, the Harford Business<br />

Roundtable that advises the Superintendent<br />

<strong>of</strong> Harford County Public Schools, the<br />

Harford County Advisory Board for the<br />

Department <strong>of</strong> Social Services, the<br />

Republican Central Committee, Harford<br />

Business for Responsive Government executive<br />

committee, Open Doors Board <strong>of</strong><br />

Directors, the Small Business Development<br />

Center and Women's Business Programs<br />

Board <strong>of</strong> Directors.<br />

(continued on page 15)<br />

PAGE 13 –<br />

<strong>December</strong> 2004


Meet the NESDA Member: Gary Thompson CSM<br />

The Thompson <strong>Electronics</strong> Service Center in<br />

Columbus, Ohio is pictured above.<br />

Full Name:<br />

Gary L Thompson, CSM<br />

Karen S. Thompson<br />

Age:<br />

Gary, 48<br />

Karen, 47<br />

NESDA/ISCET Involvement:<br />

<strong>Certified</strong> Service Center, NESDA member/<br />

ICSET member, NESDA <strong>of</strong> Ohio board<br />

member and Webmaster <strong>of</strong> www.nesdaohio.com<br />

Company Name:<br />

Thompson <strong>Electronics</strong> Service Center<br />

City and State:<br />

Columbus, Ohio<br />

Area that you cover:<br />

50 mile radius <strong>of</strong> Columbus<br />

Company history:<br />

This location has been a Consumer<br />

<strong>Electronics</strong> Service center since 1956,<br />

founded by Donald Sisk. I bought it from<br />

Don in 1981.<br />

After the business was accustomed to its<br />

new ownership and direction, we changed<br />

the name to Thompson <strong>Electronics</strong>. We<br />

became an independent service<br />

only center.<br />

Primary products or services <strong>of</strong>fered:<br />

TV, Big Screen TV, DLP, LCD projection<br />

TV, LCD projectors, Time lapse VCR,<br />

DVD/LCD portables, Microwave ovens.<br />

Number <strong>of</strong> Employees:<br />

8<br />

Percentage <strong>of</strong> your work that is<br />

warranty:<br />

60%<br />

Personal business strategy:<br />

My personal business strategy<br />

is to maintain focus on<br />

our clients' needs. To<br />

provide the TAT and the<br />

PAGE 14 –<br />

<strong>December</strong> 2004<br />

The team at Thompson <strong>Electronics</strong><br />

Service Center poses for a group photo.<br />

quality <strong>of</strong> service that keeps them coming<br />

back. To maintain communications with the<br />

client, the manufacturers and reps, and with<br />

our parts distributors to insure quick, quality<br />

repairs. To maintain a well equipped,<br />

clean service center, with properly trained<br />

technicians.<br />

Greatest business challenge:<br />

My greatest challenge was ASC status with<br />

manufacturers. With a larger Service<br />

Center in our area, it was not an easy<br />

task to become authorized for many <strong>of</strong> the<br />

manufacturers. It was with the help <strong>of</strong><br />

many NESDA friends and persistence that<br />

got the job done.<br />

Industry trends I foresee:<br />

Already seen here, is the move to, and<br />

required Home Service. We have always<br />

maintained a full time field service tech,<br />

but over the past five years it has changed<br />

from one, to now three. I can see the time<br />

when all <strong>of</strong> our techs will be in the field.<br />

If you could choose one business decision<br />

to do over, what would it be, and why?<br />

I would have found a manager or partner,<br />

that was not a part <strong>of</strong> my family. We spend<br />

too much time with the needs <strong>of</strong> our business,<br />

and find our lives play second fiddle<br />

to work.<br />

Spouse:<br />

Karen S. Thompson, Partner in life...<br />

Children:<br />

William James Thompson (Deceased)<br />

Philips Michael Thompson 21<br />

First job:<br />

TV CRT installer and Job Estimator.<br />

1973-1979<br />

First car:<br />

1965 Dodge Coronet 440<br />

Car I drive now:<br />

2005 Corvette Coupe C6...A true American<br />

Sports Car.<br />

Inside the Service Center an<br />

employee is hard at work.<br />

College or technical school attended:<br />

North High Vocational school. TV<br />

repair.<br />

Favorite place to get away:<br />

White Water Rafting, Virginia<br />

One person I'd like to meet:<br />

Bill Gates<br />

Hobbies:<br />

Jogging, Weight Lifting, maintaining a<br />

healthy lifestyle, cruising in the Vette, lawn<br />

and gardening.<br />

Thing I have too much <strong>of</strong>:<br />

Ambition to be the best. It has got in the<br />

way many times in my life, with my family<br />

and friends. You can only be the best at just<br />

a few things in life. That's all time will permit.<br />

I'm not sure I made the correct choices.<br />

Favorite Movies:<br />

There are just too many to list. To me,<br />

movies are a form <strong>of</strong> entertainment, to<br />

remove yourself from reality and have<br />

some fun.<br />

Favorite Television Shows:<br />

Becker: He reminds me a lot <strong>of</strong> me. Open<br />

mouth, speak, and then think about what<br />

was said. I don't believe in sugar coating<br />

things; I blurt out the truth, and many times<br />

sit back and wish I had kept my mouth<br />

shut.<br />

I would like my tombstone to say:<br />

WOW! I loved this business!<br />

What kind <strong>of</strong> music do you like to listen<br />

to?<br />

Jazz, pop rock, blues, well I like all music,<br />

except for opera.<br />

This feature is in every issue <strong>of</strong><br />

ProService Magazine. If you would like<br />

to be featured please contact<br />

stephanie@nesda.com.


ProService Partner Advertiser Pr<strong>of</strong>ile: Tritronics, Inc. (Continued)<br />

Kim is also a member <strong>of</strong> various industry<br />

groups such as the National Electronic<br />

Service Dealers Association (past advisory<br />

board member), the Pr<strong>of</strong>essional Servicers<br />

Association and the Consumer <strong>Electronics</strong><br />

Association.<br />

Jim Scarff oversees the Maryland warehouse<br />

operations, Miami branch location,<br />

sales and marketing for the company to<br />

include the most comprehensive online catalog<br />

in the industry and just released traditional<br />

paper catalog as well maintaining<br />

relationships and overseeing purchasing<br />

activities for over 50 <strong>of</strong> Tritronics many<br />

vendors. He has worked at Tritronics since<br />

1985. Jim implemented a work-study program<br />

for high school students that have been<br />

very beneficial to Tritronics as well as all <strong>of</strong><br />

its employees. Jim also volunteers in the<br />

community. He coached baseball and soccer<br />

for many years and is active in his church<br />

where he teaches Sunday school. Jim also<br />

participates in many business, political and<br />

charitable events in Harford County.<br />

Randy Williams manages the purchasing<br />

and information technologies departments<br />

at Tritronics. Although margins continue to<br />

shrink as the cost <strong>of</strong> finished products drop,<br />

Randy has been able to minimize obsolescence<br />

and maximize our allowable annual<br />

returns to our vendors. Randy also oversees<br />

our information technology. Tritronics had<br />

an interactive website by 1995, making us<br />

one <strong>of</strong> the first in our industry to <strong>of</strong>fer product<br />

information, account status, order placement,<br />

tracking and many other features for<br />

our customers on a 24/7 basis. Again, as<br />

margins have decreased drastically,<br />

Tritronics has been able to improve productivity<br />

through the aggressive use <strong>of</strong> technology.<br />

Randy is also active in the Christian<br />

Businessmen's Association and participates<br />

in many business, political and charitable<br />

events in Harford County.<br />

What is your business and/or educational<br />

background? What qualifications do you<br />

possess that made you well suited to managing<br />

your business?<br />

Kim has a BA from Towson State<br />

University, a JD from the University <strong>of</strong><br />

Baltimore School <strong>of</strong> Law and an MBA from<br />

Loyola College. She is also a CSM and has<br />

gone through the School <strong>of</strong> Service<br />

Management several times. All three <strong>of</strong> the<br />

Vice Presidents and their management team<br />

have completed the 12-week Dale Carnegie<br />

course and a 12-week management development<br />

course conducted through Harford<br />

Community College.<br />

Do any members <strong>of</strong> your family work the<br />

business with you? In what role(s)?<br />

Three vice presidents, Kimberly L.<br />

Wagner, Randy M. Williams, Sr. and James<br />

W. Scarff, Jr., handle the daily operations <strong>of</strong><br />

Tritronics, Inc. There are three generations<br />

currently employed at Tritronics. The three<br />

vice presidents are the daughter, son and<br />

son-in-law, respectively, <strong>of</strong> the founder and<br />

CEO; Roger P. Williams, Sr. Each <strong>of</strong> the<br />

vice presidents have at least one child working<br />

in the business. Two <strong>of</strong> the third generations<br />

are in management training positions.<br />

What was the greatest challenge your<br />

business faced during its first year, or<br />

during the first year you were there?<br />

Randy, Jim and Kim took over the daily<br />

operation <strong>of</strong> the business in the early 1990's.<br />

Early on, the growth <strong>of</strong> the business was<br />

substantial year over year, and we did not<br />

know if it would continue. We were hesitant<br />

to hire on additional staff. Once we began<br />

to add on employees, our growth continues<br />

at a reasonable clip. Those early years were<br />

tough, but things have balanced out now.<br />

What happened over the years as the<br />

business evolved? What major decisions<br />

did you make that changed or re-directed<br />

the business, and what was the reasoning<br />

behind your decisions?<br />

In 1995, Tritronics started up their interactive<br />

website and continued to invest in its<br />

evolution. This and the introduction <strong>of</strong><br />

other technology has been the key to our<br />

continued success.<br />

The Business Today:<br />

Who are your key staff, and in what<br />

capacities do they serve?<br />

Our key staff members run the warehouse,<br />

accounting department and call center.<br />

Staffing and Human Resource Issues:<br />

How many employees do you now have?<br />

There are about 100 employees, including<br />

full-time and part-time employees located<br />

in two branches.<br />

Philosophy, Goals and Achievements<br />

What is your management philosophy?<br />

We feel that the Servant Leadership style<br />

<strong>of</strong> management suits our company and fam-<br />

ily. This philosophy advocates that a person<br />

can become a leader by first serving and<br />

then through conscious choice, leading.<br />

Our most valuable resource in business is<br />

the employees that we work with. Servant<br />

leaders who listen to, respond to and support<br />

their employees instill a level <strong>of</strong> trust and<br />

confidence that is needed to create a flexible<br />

organization. Servant leaders are genuinely<br />

interested in helping their employees develop<br />

by removing barriers and obstacles to<br />

their growth and improved performance.<br />

What do you feel is your number one<br />

reason for success?<br />

Our family believes our success is directly<br />

attributed to our faith. We run this business<br />

based on Judeo-Christian principles<br />

and follow our parents' lead in this area.<br />

The founder, Roger Williams, is also very<br />

conservative fiscally and this has held us in<br />

good steed through the rough years. We<br />

invest the pr<strong>of</strong>its back into the business to<br />

improve our technology and facilities.<br />

In what area <strong>of</strong> your business do you feel<br />

you have done an unusually good job?<br />

We have excelled in website development<br />

and developing relationships with our<br />

customers. By staying actively involved in<br />

our industry, we can react quickly to the<br />

needs <strong>of</strong> our customers as they are forced to<br />

become more efficient and productive.<br />

In what area <strong>of</strong> your business do you feel<br />

you could have done a better job?<br />

We could have done a better job courting<br />

large self-servicing dealers early on. We<br />

have always focused our resources on independent<br />

servicers because <strong>of</strong> their loyalty to<br />

independent distributors and their importance<br />

to the consumer electronics industry<br />

as a whole. However, the result is we have<br />

very few self-servicing dealers, many <strong>of</strong><br />

whom would greatly benefit from our technology.<br />

What has been the greatest personal<br />

obstacle you have had to overcome while<br />

building your business?<br />

Sometimes when you work so closely<br />

with your family, you don't always react in a<br />

"pr<strong>of</strong>essional" manner. When there is a lot<br />

<strong>of</strong> stress or a crisis brewing, it is <strong>of</strong>ten<br />

tempting to revert to our childhood<br />

to resolve the problem.<br />

(continued on page 16)<br />

PAGE 15 –<br />

<strong>December</strong> 2004


Thank goodness we can all communicate<br />

well with each other, and just say "Hey, cool<br />

<strong>of</strong>f!" This is truly a blessing, otherwise we<br />

would not have grown with the business.<br />

What advice would you <strong>of</strong>fer someone<br />

who wants to open a new service business?<br />

The biggest advantage to owning your<br />

own business is having control over your<br />

time and being your own boss. As a mother<br />

<strong>of</strong> two girls, I really appreciate the flexibility<br />

working in a family business gives me. If<br />

someone asked me if they should open a<br />

new service center, I would say GO FOR<br />

IT!! But make sure you plan properly to<br />

improve the likelihood <strong>of</strong> success. Contact<br />

your Small Business Development Center,<br />

get an accountant and a lawyer to create a<br />

legal entity that can protect you and get with<br />

it, technology-wise right up front.<br />

How do you set business goals? What<br />

goals are currently set that have not yet<br />

been reached?<br />

The owner <strong>of</strong> the business sets sales<br />

goals and expects us to achieve them. We<br />

consistently hit these goals over the last 15<br />

years, except for twice. Once was in recent<br />

years. We set performance goals for each <strong>of</strong><br />

the teams, and strive to help them make<br />

their goals by providing the tools and manpower<br />

they need.<br />

Company Growth and Management<br />

In what categories has your business<br />

experienced the most growth?<br />

Selling more brands and products to<br />

existing customers.<br />

How do you acquire new customers?<br />

By advertising in national publications<br />

sponsored by NESDA, national magazines,<br />

and regional/state newsletters. We also do<br />

direct mailing to lists, send flyers to our<br />

existing customers each month and attend<br />

trade shows.<br />

How do you market your business?<br />

See above and word <strong>of</strong> mouth from servicer<br />

to servicer.<br />

Upon what system is labor and parts pricing<br />

based?<br />

PAGE 16 –<br />

<strong>December</strong> 2004<br />

ProService Partner Advertiser Pr<strong>of</strong>ile: Tritronics, Inc. (Continued)<br />

We sell parts as an authorized<br />

distributor for many<br />

brands. Therefore, we<br />

sell at the manufacturer's recommended<br />

dealer price to our pre-qualified service centers<br />

and at list price to consumers.<br />

How long were you in business before you<br />

began to see pr<strong>of</strong>itability?<br />

Within two years.<br />

How has association involvement<br />

benefited you and your business?<br />

Our involvement with NESDA has greatly<br />

increased our understanding <strong>of</strong> our customers'<br />

needs. We know what they need to<br />

minimize their overhead staff and we strive<br />

to provide it. WE have also gotten many<br />

new customers by attending NPSC each<br />

year. But most <strong>of</strong> all, we have gained<br />

friendships and mentors that will be with us<br />

for a lifetime. Our membership in CEA<br />

keeps us up on new legislation on a national,<br />

state and local level, and keeps us up on<br />

industry trends.<br />

Association History:<br />

Are you a member <strong>of</strong> NESDA or ISCET,<br />

and when did you first join?<br />

We have been members <strong>of</strong> NESDA for more<br />

than ten years. We have also been a member<br />

<strong>of</strong> CEA and its predecessor, EIA for over<br />

15 years.<br />

Do you or your business partners hold<br />

any service-oriented certifications, i.e.,<br />

CET, CSM, etc.?<br />

Kim Wagner, Vice President, is a CSM.<br />

What <strong>of</strong>fices have you held, and how has<br />

this interaction helped you?<br />

As a parts distributor, Kim has served as<br />

a NESDA advisory board member for two<br />

years, and also on the by-laws and marketing/membership<br />

committees.<br />

How has membership helped your<br />

business?<br />

See question: "How has association<br />

involvement benefited you and your business?"<br />

Also, membership has helped us market<br />

our business to a target audience. We<br />

advertise in all <strong>of</strong> NESDA's publications<br />

and participate in the NPSC trade show.<br />

What is your history with local and state<br />

associations?<br />

Tritronics has participated in the VPEA<br />

annual convention every year for as long as<br />

we can remember. We do a booth and sponsor<br />

several meals and the golf outing. In<br />

years past, we actively participated in<br />

regional, state and local association meetings<br />

in the Southeast, New York, Florida,<br />

Ohio, Northwest, Mid-Atlantic and<br />

Midwest.<br />

The Future:<br />

Do your future plans include expansion<br />

into any new areas?<br />

We are actively marketing more test<br />

equipment and general line products that<br />

can be used in other industries. We have a<br />

marketing manager on staff who is very<br />

familiar with general electronic lines.<br />

What do you think the future holds for<br />

the service business?<br />

We strongly believe that independent servicers<br />

are the most productive, efficient and<br />

customer focused in our industry. The manufacturers<br />

need the independent servicers to<br />

give them credibility with consumers and to<br />

create an alternative to the all-encompassing<br />

big box stores. The second a new executive<br />

comes along who thinks he can outsource<br />

service, the manufacturers will be scrambling<br />

for help. It is in their best interest to<br />

keep independents as a viable alternative for<br />

service. As in any maturing industry, we<br />

foresee less competition down the road as<br />

smaller distributors continue to go out <strong>of</strong><br />

business. Strong distributors who are in a<br />

good position financially will survive as<br />

they provide a value service to both servicers<br />

and manufacturers.<br />

What do you think the future holds for<br />

your business?<br />

Tritronics fully intends to see this business<br />

passed on to the fourth generation.<br />

Tritronics, Inc. is the first<br />

<strong>of</strong> the four ProService Partner<br />

Advertisers to be featured in a<br />

business pr<strong>of</strong>ile article.<br />

Look for more ProService<br />

Partners Advertiser pr<strong>of</strong>iles in<br />

upcoming issues. For more<br />

information on the ProService<br />

Partners Advertiser Program, and<br />

how any advertiser can join the<br />

program, please visit<br />

www.nesda.com, click on<br />

“Publications” and<br />

chose the “ProService<br />

Partners Advertisers” link.


Welcome New Associates & CET’s<br />

Welcome New CET’s:<br />

Passed Journeyman Exam<br />

from 10/4/2004 to 12/16/2004<br />

Certification Administrator:<br />

Name City, State<br />

Robert R. Aston CA<br />

Reginald L. Camps El Paso, TX<br />

Alexandro V. Montenegro El Paso, TX<br />

Isaac Zamora El Paso, TX<br />

Alan Besore CET/CA<br />

John H. Mintzer Jupiter, FL<br />

Roger Fullwood CA<br />

Robert J. Fauvell Houston, TX<br />

Matthew K. Herrington Sayville, NY<br />

William V. Radaskiewicz Preston, MD<br />

Lazergrade<br />

Stephen Budassi Morrisville, PA<br />

Chadwick David Valley Village, CA<br />

Trevor O. Declercq Brooklyn, NY<br />

Scott Deter Denver, PA<br />

Proctor<br />

Sami E. Akaoui Raleigh, NC<br />

James E. Daldry Raleigh, NC<br />

Rickey J. Gingras Angier, NC<br />

Gary Hill Saint Charles, MO<br />

Keith Pool Arlington, TX<br />

Robert W. Steinruck Garner, NC<br />

Edward Reilly, Jr. CET/CA<br />

Frederick J. Barth Henderson, NV<br />

Gary L. Bennett Las Vegas, NV<br />

Glenn J. Cady Henderson, NV<br />

John T. Carnathan Las Vegas, NV<br />

Brendan J. Donegan North Las Vegas, NV<br />

George F. Gill Mesquite, NV<br />

Irish T. Kuwahara Henderson, NV<br />

Jeffrey A. Mortensen Pahrump, NV<br />

Fred W. Straub Las Vegas, NV<br />

Lance L. Wahls Las Vegas, NV<br />

Iutisone Tiliaia CA<br />

Andrew C. Barragan El Paso, TX<br />

William J. Berry El Paso, TX<br />

Marisela Cervantes Canutillo, TX<br />

Albert Davila El Paso, TX<br />

William P. Mohedano El Paso, TX<br />

Chris O. Ornelas El Paso, TX<br />

Anthony P. Palomarez El Paso, TX<br />

Jerry Sigala El Paso, TX<br />

Welcome New Associates:<br />

Passed Associate Exam<br />

from 10/4/2004 to 12/16/2004<br />

Certification Administrator:<br />

Name City, State<br />

Ronald Caron CA<br />

Benjamin T. Alvarez Phoenix, AZ<br />

Tyler B. Davis Phoenix, AZ<br />

John Eubanks CET/CA<br />

Ge<strong>of</strong>frey M.. Whittaker Jacksonville, FL<br />

Jim Fellows CET/CSM/CA<br />

Komal H. Kamat Manlius, NY<br />

Roger Fullwood CA<br />

Robert J. Fauvell Houston, TX<br />

William V. Radaskiewicz Preston, MD<br />

Baltazar Hidalgo CA<br />

Amilcar H. Jovel Los Angeles, CA<br />

Jose Vasquez La Mirada, CA<br />

Larry Lambert CET/CA<br />

Philip D. Bryant Saint Albans, WV<br />

Richard E. Drennan Nitro, WV<br />

Fred Stover, Jr. Powellton, WV<br />

Fred M. Venson, Jr. Dunbar, WV<br />

Lazergrade<br />

Stephen Budassi Morrisville, PA<br />

Chadwick David Valley Village, CA<br />

Lucian Marin Flushing, NY<br />

Matthew P. Saunier Denver, CO<br />

Michael L. Wachs Arvada, CO<br />

L.A. Leibensperger CET/CA<br />

Matthew D. Check Wilkes Barre, PA<br />

Jared R. Knauss Bethlehem, PA<br />

David Pawlicki Effort, PA<br />

Timothy W. Rahmoun Allentown, PA<br />

Matthew B. Weller Fleetwood, PA<br />

Raymond Miles CET/CA<br />

Marcos F. Hernandez San Luis Obispo, CA<br />

Gary P. Moore CA<br />

Brandon B. Cottom Metropolis, IL<br />

Rob L. Gatlin Paducah, KY<br />

Derek G. Greer Boaz, KY<br />

Rod D. Moore CA<br />

Tristen L. Baker Wichita, KS<br />

Craig A. Betzen Belle Plaine, KS<br />

Christopher K. Bock Waco, TX<br />

Shaun M. Botonis Wichita, KS<br />

Joshua A. Breen Wichita, KS<br />

Lenore K. Brown Wichita, KS<br />

Clifton E. Brown Wichita, KS<br />

Steven R. Budd Wichita, KS<br />

Jimmy R. Chancey Wichita, KS<br />

Michael L. Cliffman Wellington, KS<br />

Daniel C. Craft Augusta, KS<br />

Steven A. Doll Milton, KS<br />

James J. Dunaway Wichita, KS<br />

Melissa L. Gardner Wichita, KS<br />

James A. Harper Wichita, KS<br />

Terry R. Hilt Rose Hill, KS<br />

Troy W. House Cheney, KS<br />

Branden L. Jansen Wichita, KS<br />

Michael S. Johnson Wichita, KS<br />

Jeffrey L. Klotz Wichita, KS<br />

Michael W. Lambert, Jr. Wichita, KS<br />

Glenn A. McCosh Wichita, KS<br />

Kerry D. McKee Anthony, KS<br />

Anthony L. Moore Wichita, KS<br />

Nhat Minh Nguyen Wichita, KS<br />

Charles O. Onyango Wichita, KS<br />

Christal G. Padilla Wichita, KS<br />

Donny D. Pasilas Wichita, KS<br />

Douglas R. Robison Wichita, KS<br />

Maria D. Rodriguez Wichita, KS<br />

Jennifer L. Rogers Haysville, KS<br />

Matthew J. Rohr Wichita, KS<br />

Yvonne Schroeder Newton, KS<br />

Clinton E. Shockley Wichita, KS<br />

Shawn D. Stearns Rose Hill, KS<br />

Derrick D. Thomas Wichita, KS<br />

Gabriel P. Zeller Paxico, KS<br />

Clyde Philips CA<br />

Hayworth S. Whiteman San Fernando,<br />

Trinidad, West Indies<br />

Proctor<br />

Sami E. Akaoui Raleigh, NC<br />

James E. Daldry Raleigh, NC<br />

Rickey J. Gingras Angier, NC<br />

Robert W. Steinruck Garner, NC<br />

Edward Reilly, Jr. CET/CA<br />

Richard A. Burnside Las Vegas, NV<br />

George F. Gill Mesquite, NV<br />

Steve R. Simmons Henderson, NV<br />

Johnnie T. Vargas Las Vegas, NV<br />

Leslie Paul Sheets CA<br />

James E. Caudell Carbondale, IL<br />

Cord B. Crampton Wheeler, IL<br />

John D. Freehill Carbondale, IL<br />

Daniel F. Godfrey Carbondale, IL<br />

Andrew A. Hutchison Dunlap, IL<br />

Shonnon A. Kary Coulterville, IL<br />

Tyson J. Lauby Carbondale, IL<br />

John A. Legel Carbondale, IL<br />

Zak S. Mccrary Carterville, IL<br />

Aaron M. Scarborough Simpson, IL<br />

Ge<strong>of</strong>frey R. Stock Marion, IL<br />

James C. Suttie IV Springfield, IL<br />

Albert R. Thatcher Carbondale, IL<br />

Daron J. Turner Carbondale, IL<br />

Iutisone Tiliaia CA<br />

Abram Delgado El Paso, TX<br />

Micah F. Gillaspy El Paso, TX<br />

Ricky D. Karl El Paso, TX<br />

Javier A. Lujan El Paso, TX<br />

Shay M. McFee El Paso, TX<br />

J.J. Villademoros PhD, CET/CA<br />

Tacoma L. Baylor Tampa, FL<br />

Victor H. Huerta Tampa, FL<br />

Wiley J. Hutchins Auburndale, FL<br />

Robert E. Lee, Jr. Covington, LA<br />

Edwin I. Quijano Port Richey, FL<br />

Yezennia W. Wallace Tampa, FL<br />

David L. Woodruff, Jr. CA<br />

Thomas R. Hedrick Paige, TX<br />

PAGE 17 –<br />

<strong>December</strong> 2004


New NESDA Members from 9/30/2004 to 12/16/2004 (Continued)<br />

(continued from page 6)<br />

James Pollock<br />

JP / Thomas <strong>Electronics</strong><br />

1334 Stanley Road SW<br />

Supply, NC 28462<br />

(910) 540-5297 ; Fax : (910) 846-2328<br />

jp1pllk@2khiway.net<br />

Jose Posada<br />

TV MASTERS<br />

1605 W Olimpic Bl Suite 1046<br />

Los Angeles, CA 90015<br />

(213) 435-2646 ; Fax : (208) 279-4256<br />

posada777@hotmail.com<br />

Calvin Proctor<br />

Proctor TV Repair<br />

440 South Fairview Road<br />

Rocky Mount, NC 27801<br />

(252) 442-2129 ; Fax : (252) 442-9986<br />

calvinproctor@msn.com<br />

Amado Ramos<br />

Far East TV-VCR<br />

8365 Paradise Valley Road # 16<br />

Spring Valley, CA 91977<br />

(619) 470-9120<br />

amado_ramos@hotmail.com<br />

Gary Shapiro, president and CEO <strong>of</strong> CEA<br />

and the keynote speaker for NPSC 2005.<br />

Gary Shapiro is president and CEO <strong>of</strong><br />

the Consumer <strong>Electronics</strong> Association<br />

(CEA), the U.S. trade association representing<br />

over 1,700 consumer electronics companies<br />

and owning and producing the continent’s<br />

largest annual trade show, the<br />

<strong>International</strong> CES.<br />

Shapiro is an active leader<br />

in the development, launch<br />

and marketing <strong>of</strong> HDTV.<br />

PAGE 18 –<br />

<strong>December</strong> 2004<br />

Moni Salama<br />

Moni <strong>Electronics</strong><br />

2360-B Las Posas Road<br />

Camarillo, CA 93010<br />

(805) 383-7796 ; Fax : (805) 383-7796<br />

monisalama@aol.com<br />

Philip Satin<strong>of</strong>f<br />

Electronic Service Specialist<br />

2629 Us 19<br />

Holiday, FL 34691<br />

(727) 934-1800 ; Fax : (727) 842-2018<br />

philip@essparts.com<br />

Richard Schumacher<br />

Schumacher Sales & Service<br />

7987 Boedigheimer SE<br />

Sublimity, OR 97385<br />

(503) 769-2451 ; Fax : (503) 769-6752<br />

Les Shearer<br />

Shearer TV<br />

227 North West Avenue<br />

Jackson, MI 49201<br />

(517) 789-7277<br />

llshearer@hotmail.com<br />

Michael Smith<br />

Fast Forward VCR Repair<br />

300 W. Mitchell Hammock Rd Ste 1<br />

Oviedo, FL 32765<br />

Gary Shapiro to Keynote NPSC 2005 in Orlando<br />

He has testified before<br />

Congress on HDTV and other technology<br />

and business issues over 20 times. He c<strong>of</strong>ounded<br />

and chaired the HDTV Model<br />

Station and has served as a leader <strong>of</strong> the<br />

Advanced Television Test Center (ATTC).<br />

He is a charter inductee to the Academy <strong>of</strong><br />

Digital Television Pioneers, and in 2003<br />

received its highest award as the industry<br />

leader most influential in advancing HDTV.<br />

Shapiro has led the manufacturers’ legal<br />

and legislative battle to preserve the legality<br />

<strong>of</strong> recording technology and the consumer<br />

battle to protect fair use rights. As chairman<br />

<strong>of</strong> the Home Recording Rights Coalition,<br />

Shapiro has held many exhibition industry<br />

leadership posts, and in 2002, received the<br />

exhibition industry’s highest honor, the<br />

IAEM “Pinnacle Award”. Shapiro also<br />

serves on the Board <strong>of</strong> Visitors <strong>of</strong> George<br />

Mason University, Virginia’s largest<br />

University, and is a member <strong>of</strong> the Board <strong>of</strong><br />

Directors <strong>of</strong> the Northern Virginia<br />

Technology Council. He also served as a<br />

member <strong>of</strong> the Commonwealth <strong>of</strong> Virginia's<br />

Grant Snow<br />

Snowtronics<br />

106 West 2nd Street<br />

Rock Falls, IL 61071<br />

(815) 626-6758 ; Fax : (815) 626-1511<br />

snowball@insightbb.com<br />

Kathleen Tomecek CSM<br />

All <strong>Electronics</strong> Service, Inc.<br />

7718 Six Forks Rd.<br />

Raleigh, NC 27615<br />

(919) 848-3718 ; Fax : (919) 676-1072<br />

allelectronics@nc.rr.com<br />

Vinh Truong<br />

Vinh's TV<br />

1409 Dorchester Ave.<br />

Dorchester, MA 02122<br />

(617) 282-7189<br />

vinhtr1@juno.com<br />

Garry Zamberlan<br />

Robicon<br />

1774 Montain View Dr.<br />

Monroeville, PA 15146<br />

(724) 339-8177<br />

garry.zamberlan@us.asirobicon.com<br />

Commission on Information Technology.<br />

Shapiro has also been recognized by the<br />

U.S. Environmental Protection Agency as a<br />

“mastermind” for his initiative in helping to<br />

create the Industry Cooperative for Ozone<br />

Layer Protection (ICOLP).<br />

Shapiro leads a staff <strong>of</strong> more than 130<br />

employees and thousands <strong>of</strong> industry volunteers.<br />

CEA has won many awards; including<br />

several for its magazine, Vision and awards<br />

as a family friendly employer and one the<br />

“50 Great Places To Work” in Washington.<br />

Prior to joining the association, Shapiro<br />

was an associate at the law firm <strong>of</strong> Squire,<br />

Sanders and Dempsey. He also has worked<br />

on Capitol Hill, as an assistant to a member<br />

<strong>of</strong> Congress. He received his law degree<br />

from Georgetown University Law Center<br />

and is a Phi Beta Kappa graduate with a<br />

double major in economics and psychology<br />

from the State University <strong>of</strong> New York,<br />

Binghamton.


Sharing <strong>Electronics</strong> Knowledge with Future Servicers in Honduras<br />

by Sheila Fredrickson, NESDA/ISCET<br />

Director <strong>of</strong> Communications<br />

In mid-<strong>December</strong>, the ISCET <strong>of</strong>fice<br />

received an inquiry from Jeff Smith, Ph.D.,<br />

President and CEO <strong>of</strong> SensorLogic, a technology<br />

company located in Addison, TX<br />

(near Dallas). Jeff wanted to know if ISCET<br />

could donate any training materials, electronics-related<br />

literature, old parts, or old<br />

test equipment to a missions effort underway<br />

in Honduras. Through a Dallas church,<br />

Lovers Lane United Methodist Church, Jeff<br />

had become involved in a humanitarian<br />

effort to build houses for the people displaced<br />

from their homes by poverty and<br />

Hurricane Mitch. He will be making another<br />

trip at the end <strong>of</strong> <strong>December</strong>.<br />

The following background information,<br />

from the website <strong>of</strong> Hope for Honduras, the<br />

ministry Jeff works with, will help to<br />

explain the urgent needs in Honduras and<br />

set the stage for Jeff's upcoming trip:<br />

"Immediately after Hurricane Mitch in<br />

November, 1998, approximately 300 people<br />

fled the devastation <strong>of</strong> their homes to find a<br />

safer and drier place to live. The land high<br />

above the capital city was invaded by these<br />

families in hopes <strong>of</strong> starting again.<br />

This was not happening only in this area<br />

<strong>of</strong> the country. Thousands <strong>of</strong> people had<br />

been displaced and invasions were happening<br />

every where. Mogote was an undeveloped<br />

area which sat just below two huge<br />

water storage tanks which overlooked<br />

Tegucigalpa, Honduras. It was a million<br />

dollar view, but solid rock everywhere you<br />

looked!<br />

The rocks seemed secure to these<br />

refugees <strong>of</strong> Hurricane Mitch and they began<br />

building shelters for their families with<br />

whatever they could find. They were evicted<br />

from the land three times by the government<br />

before they finally obtained papers for<br />

the property. Today, the area houses 300<br />

families instead <strong>of</strong> 300 people. It is subdivided.<br />

There is water, electricity and roads.<br />

Still, no one knows where this colonia<br />

is. They have heard <strong>of</strong> all the colonias<br />

around Mogote, but don't know it exists.<br />

The people are some <strong>of</strong> the poorest in<br />

Honduras and yet, live in sight <strong>of</strong> a prospering<br />

city.<br />

The name "Nueva España" was give to<br />

this group <strong>of</strong> people because the country <strong>of</strong><br />

Spain was the first to come in and help them<br />

after the hurricane. They were there for the<br />

first year, but have not really been seen<br />

much since then. Several other aid organizations<br />

also helped out in the beginning, but<br />

left after the initial trauma subsided.<br />

Hope For Honduras, Inc. has been<br />

working in Nueva España for almost three<br />

years. No one else is there. The Catholic<br />

church from Spain built a beautiful little<br />

church and the priest and a Catholic<br />

Charities worker from Spain are there sometimes.<br />

There are seven other churches that<br />

only meet on Sunday and their pastors live<br />

in Nueva España and are as poor financially<br />

and spiritually as the other residents.<br />

When missionary couple Ron and<br />

Shelly Jones saw that there was no one there<br />

to help the people on a daily basis, they did<br />

not know exactly what they would be doing<br />

there, but they had to go. Their ongoing<br />

ministry has attracted support from all over,<br />

including the church in Dallas that Jeff<br />

Smith and his wife Lisa attend.<br />

Today, the changes in Nueva España are<br />

tremendous … but they are still one <strong>of</strong> the<br />

poorest colonias in the country.<br />

Ron and Shelly Jones have a single<br />

focus on this little colonia and with the help<br />

<strong>of</strong> people from all over the world, they hope<br />

to continue to help the people <strong>of</strong> Magote<br />

become self-sufficient … whether they stay<br />

there or not."<br />

Into these deplorable conditions Jeff<br />

Smith and a team <strong>of</strong> others are going to help<br />

build houses. Jeff will be back to Honduras<br />

in late <strong>December</strong> to continue setting up an<br />

electronics training center in Tegucigalpa,<br />

Honduras, in the colonia <strong>of</strong> Magote, and this<br />

is the context <strong>of</strong> his contact with ISCET. He<br />

has been down to train twice already and<br />

says it is going very well. On this trip, he<br />

will be taking several oscilloscopes and a<br />

couple <strong>of</strong> voltmeters. While in Honduras,<br />

Jeff met Freddie, a young man with an avid<br />

interest in electronics.<br />

Jeff was invited to visit the<br />

NESDA/ISCET <strong>of</strong>fice in Fort Worth to pick<br />

up some materials that ISCET wanted to<br />

donate. While in the <strong>of</strong>fice, Jeff told this<br />

heartwarming story about Freddie:<br />

"I went to Honduras to help build a<br />

house for a family <strong>of</strong> 9. The house is bigger<br />

than the houses that we normally build. It is<br />

12 feet by 24 feet. Rainwater is captured<br />

from the tin ro<strong>of</strong> into a "pilla" for drinking<br />

and washing, and there is an outhouse.<br />

Another family is out <strong>of</strong> the mud.<br />

"While in Honduras, I met Freddie. He<br />

works part-time for Ron and Shelley Jones<br />

doing construction work.<br />

"Honduras is the poorest country in the<br />

Western Hemisphere. Tegucigalpa is the<br />

Capital and was ravaged by Hurricane<br />

Mitch in 1998 that killed 10,000 people and<br />

displaced many others. The<br />

colonia <strong>of</strong> Magote is situated<br />

on a small mountain<br />

PAGE 19 –<br />

<strong>December</strong> 2004


Sharing <strong>Electronics</strong> Knowledge with Future Servicers in Honduras (Continued)<br />

Jeff Smith will continue to help set-up<br />

an electronics training center in<br />

Tegucigalpa, Honduras in late <strong>December</strong>.<br />

above Tegucigalpa. 1600 squatters, 800 <strong>of</strong><br />

which are children, have relocated to this<br />

barren hillside above the Capital. Water is<br />

available by truck, if you can pay for it, otherwise<br />

you must resort to capturing rain<br />

from your ro<strong>of</strong>. There is no sewage, and<br />

unreliable power. The unemployment rate<br />

is 75%. A full day's construction labor pays<br />

$4 a day – when you can get it. In spite <strong>of</strong><br />

this, the people are smiling. The children<br />

truly are precious.<br />

"Freddie is a hard worker. I was<br />

impressed by his construction skills, but<br />

most <strong>of</strong> all, I was impressed with the fearless<br />

ease with which he climbed the utility<br />

pole and hand wrapped a bare copper line on<br />

hot electrical for service. I was impressed<br />

by how meticulously he wired the 20 amp<br />

breaker box, single light bulb, and two outlets.<br />

Since this house had two doors, I suggested<br />

a three-way switch. That is when the<br />

light went on – so to speak.<br />

"During a break, I showed Freddie how<br />

to do three-way and four-way switches. He<br />

had questions about car charging systems.<br />

So I went through diodes, bridge rectifiers,<br />

and AC to DC conversion. Freddie asked<br />

questions about power amplifiers, transistors,<br />

and "integrados." I don't speak much<br />

Spanish, and his English is lacking, but we<br />

had a common language and passion for<br />

electronica. All we had was a carpenter's<br />

pencil and a slab <strong>of</strong> wood to write on.<br />

PAGE 20 –<br />

<strong>December</strong> 2004<br />

"All we had was a carpenter's<br />

pencil and a slab <strong>of</strong> wood to write on."<br />

[Editor's note: Jeff now keeps this slab <strong>of</strong><br />

wood in his <strong>of</strong>fice as an ongoing reminder.<br />

It is pictured above in the middle column.]<br />

"The following day we put on the ro<strong>of</strong>.<br />

During a break and a light rain, Freddie<br />

brought in a black briefcase. He carried it<br />

like he carried Brian – his four-year-old son<br />

– with great pride and a certain s<strong>of</strong>tness.<br />

You could tell it was precious.<br />

"Inside there were five items: a circa<br />

1990 Sears multimeter with a shattered<br />

LCD, a plastic sandwich bag with electronics<br />

parts from scavenged radios and TV's, a<br />

1993 IC Master catalog, and what looked<br />

like a seventh generation copy <strong>of</strong> a training<br />

manual from an electronics class in<br />

Tegucigalpa. The pages <strong>of</strong> the IC Master<br />

catalog were bent indicating the identification<br />

<strong>of</strong> the "interados" in the plastic bag.<br />

Freddie had memorized the pinouts <strong>of</strong> each<br />

<strong>of</strong> them, and asked me questions I could not<br />

answer about the Audio Amplifier SIP that<br />

needed to be replaced to fix the stereo he<br />

found in a dumpster in the city.<br />

"A few months later I arrived with an<br />

oscilloscope, books on TV repair, 3 electrical<br />

and electronics training systems from<br />

CES, and 40 pounds <strong>of</strong> nails. This time we<br />

built a house (12 feet by 16 feet) for<br />

Freddie's family. Another family was out <strong>of</strong><br />

the mud. Freddie was thrilled and has set up<br />

an electronics repair and training lab on the<br />

first floor <strong>of</strong> the feeding center we built on a<br />

previous trip.<br />

"Water is available by truck, if you<br />

can pay for it, otherwise you must<br />

resort to capturing rain from your ro<strong>of</strong>."<br />

"I am heading back to Honduras on<br />

<strong>December</strong> 26, 2004. Freddie has sent me a<br />

list <strong>of</strong> NTE parts he needs to repair radios<br />

and TV's. He has started a business, and is<br />

now training some <strong>of</strong> the others. The young<br />

boys are curious and excited about the oscilloscope<br />

and training systems.<br />

"A seed has been planted. I set up a<br />

website for Freddie, not bad for a self-taught<br />

electronics guy with only six years <strong>of</strong> formal<br />

education, and am hoping to provide wireless<br />

Internet access and a laptop computer<br />

for his service facility so he can access the<br />

information that is online. The kind people<br />

at NESDA/ISCET have graciously provided<br />

training materials and electronics books.<br />

Chiquita Banana will allow us to use an<br />

empty 40-foot container to be sent in late<br />

January. We will fill it with kitchen equipment<br />

for the feeding center, hopefully a<br />

medical and/or dental chair for the clinic,<br />

wood and metalworking equipment for the<br />

shop, and electronics repair parts and equipment.<br />

Merry Christmas!"<br />

If you are interested in coming to help in<br />

this endeavor, helping finance the work, or<br />

have materials, parts, or equipment to<br />

donate, please contact Jeff Smith at<br />

SensorLogic, or Hope for Honduras,<br />

www.hopeforhonduras.com .


Feel the<br />

Power <strong>of</strong><br />

ISCET<br />

Certification<br />

and<br />

Learning<br />

Whether<br />

FEEL THE<br />

you're<br />

PERSONAL<br />

studying<br />

SATISFACTION<br />

for Certification,<br />

THAT<br />

or just to better perform in your job…or maybe to get a better job or a promotion in<br />

the<br />

COMES<br />

job you<br />

FROM<br />

have…or<br />

KNOWING<br />

maybe electronics<br />

YOU ARE<br />

is<br />

A<br />

a big part <strong>of</strong> your HOBBY. YOU can study at home either using your computer online,<br />

or<br />

BETTER<br />

with books<br />

THAN<br />

and<br />

AVERAGE<br />

other printed<br />

PROFESSIONAL<br />

material. ISCET has a learning program for you.<br />

Using proven text books by the nation's best authors and publishers, you will be able to quickly gain knowledge, quiz<br />

yourself and find where you need more study, where you are strong.<br />

ISCET’S ONLINE WEB-BASED TESTING MAKES IT EASY<br />

TO OBTAIN YOUR CERTIFICATION<br />

College Credits Recommended by the American<br />

Council on Education (ACE) — An independent,<br />

internationally Communications recognized organization <strong>Electronics</strong> dedicated<br />

to excellence in education.<br />

STUDENTS, MEMBERS, TECHNICIANS<br />

LIGHT YOUR PATH TO ELECTRONICS<br />

LEARNING – STUDY FOR CERTIFICATION<br />

Basic <strong>Electronics</strong>, Advanced <strong>Electronics</strong>, Industrial <strong>Electronics</strong>, Consumer <strong>Electronics</strong>, Radar, Computer,<br />

(Items in Blue are available for online and printed study. Items in Red are available only in printed form).<br />

Using Online Learning the student is immediately drawn into the flow <strong>of</strong> the knowledge stream, with text and graphics that bring<br />

the subject alive. Various types <strong>of</strong> learning are available. Totally online, learning discs, Interactive online classes will be available<br />

soon, with instructor(s) and on-screen presentation <strong>of</strong> the subject in such a manner as to captivate the student. Coupled<br />

with audio that allows any class member to talk to or be heard by the rest <strong>of</strong> the students in attendance.<br />

Check it out today. Visit www.iscet.org and click on the Online Learning link in the middle <strong>of</strong> the page…you'll see what's available<br />

to help students learn <strong>Electronics</strong> and prepare for certification if desired.<br />

Testing & Certification by<br />

ISCET<br />

With so much activity centered around the <strong>Certified</strong> Service Center (CSC) today, it is appropriate to point out that ISCET will work<br />

with all parties to achieve a timely testing session to meet your CSC filing needs.<br />

Online testing is fast and can be arranged quickly.<br />

In your haste to achieve certification, don't neglect to do a little 'boning up' for those questions that might touch on some element<br />

<strong>of</strong> electronics that your recent past has not utilized…on which you're a little rusty. This can sometimes mean the difference<br />

in a passing or failing grade.<br />

The ISCET website, www.iscet.org, shows a multitude <strong>of</strong> materials that can always help you. Some <strong>of</strong> this is also online so that<br />

you can access it anywhere there is a web connection…makes study easy, and convenient.<br />

If you need special help in setting up your testing, call 1-800-946-0201 and ask for Patricia or Ed.


1306 Continental Drive, Abingdon, MD 21009-2334<br />

Price, availability and ordering capability<br />

available on our website: www.tritronicsinc.com<br />

MARYLAND<br />

1-800-638-3328 1-800-888-FAXD<br />

Orders placed before 4:00 pm EST ship same day<br />

member <strong>of</strong> member <strong>of</strong><br />

authorized parts, accessories and literature distributor for:<br />

✦✦<br />

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The nation’s one stop for consumer electronic parts from to<br />

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