Publisher & Editor-in-Chief
Leo Simpson, B.Bus.
Editor
Greg Swain, B.Sc.(Hons.)
PUBLISHER'S LETTER
Technical Staff
John Clarke, B.E.(Elec.)
Robert Flynn
Darren Yates
Reader Services
Ann Jenkinson
Sales & Marketing Mgr.
Angela Clarke, B.A.(Comm.)
Phone (02) 979 5644
Mobile phone (018) 28 5532
Regular Contributors
Brendan Akhurst
Jennifer Bonnitcha, B.A.
Garry Cratt, VK2YBX
Marque Crozman
John Hill
Jim Lawler, MTETIA
Bryan Maher, M.E., B.Sc.
Jim Yalden, VK2YGY
Bob Young
Photography
Stuart Bryce
Editorial Advisory Panel
Philip Watson, MIREE, VK2ZPW
Norman Marks
Steve Payor, B.Sc., B.E.
SILICON CHIP is published 12 times
a year by Silicon Chip Publications
Pty Ltd. A.C.N . 003 205 490. All
material copyright ©. No part of this
publication may be reproduced without the written consent of the publisher.
Printing: Magazine Printers Pty Ltd,
Alexandria, NSW; Macquarie Print,
Dubbo, NSW.
Distribution: Network Distribution
Company.
Subscription rates: $42 per year
in Australia. For overseas rates, see
the subscription page in this issue.
Liability: Devices or circuits described in SILICON CHIP may be
covered by patents. SILICON CHIP
disclaims any liability for the infringement of such patents by the manufacturing or selling of any such
equipment.
Editorial & advertising offices:
Unit 1a/77-79 Bassett Street, Mona
Vale, NSW 2103. Postal address:
PO Box 139, Collaroy Beach, NSW
2097. Phone (02) 979 5644. Fax
(02) 979 6503.
ISSN 1030-2662
2
SILICON CHIP
Service with a smile is truly a pleasure
Do you have trouble with service people? We all have at some time or
other but I'm not going to use this space to have a whinge about service
people - quite the opposite. I have just had such a pleasant experience with
a service organisation that I think it should be recorded. And I'll name
names.
The way it came about was that we had a problem with our 24-pin dot
matrix printer, an Olympia model NP136-24. This is a real workhorse in our
office as it used to print out all the correspondence, advertising proposals,
invoices, statements and financial records and so on. It gets a lot of use and
it has to be switched between menus to enable it do all these tasks. But one
day it decided it could not print anything wider than 80 columns. Clearly,
it thought it was an 80-column printer instead of a 136-column model.
What to do? This machine is a relatively new model - about 2 years old and it does not have any DIP switches to configure it. So it was not a question
oflooking for a switch that needed to be reset. Ultimately, I had to phone the
service department at Olympia in Sydney to find out whether (a) we could
fix it here, or (b) whether it would need to be brought in for service. When
I was put though to the service department, all the technicians were busy
and so they took my name and number - "someone will ring you back in
about five minutes". "Oh yeah," I thought, "We're in a right mess with this
thing and they probably won't ring back. We 'll probably have to borrow a
printer to get this urgent job done". (All jobs are urgent, of course).
Guess what? About 10 minutes later, a very courteous technician phoned
me back. I told him the symptoms and he laughed and said that he knew the
problem well. The EPROM was becoming faulty and should be replaced. Oh
no! How long will this take and how much will it cost. Well, ifwe brought
the EPROM in they would charge $20 and about $35 if we brought in the
machine so that they did the whole job. Well, that was quite reasonable but
then he went on to say that I could reprogram the machine for the time being
using the front panel menu buttons. I did it and we were able to get the job
done. Naturally, we'll put in a new EPROM in ·the next few days so that it
won't happen again.
But wasn't that good? A helpful service organisation which is polite,
cheerful and prompt. May they prosper.
And may all of you prosper and be happy during 1992. See you next
month.
Leo Simpson
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