December - International Society of Certified Electronics Technicians
December - International Society of Certified Electronics Technicians
December - International Society of Certified Electronics Technicians
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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 />
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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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business grow. Register today at www.CESweb.org.<br />
JANUARY 6-9, 2005 | LAS VEGAS<br />
www.CESweb.org<br />
grow
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 />
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