Posted: Thu Jan 15, 2009 3:50 pm
by gpronger
Regarding the service engineer; at times I have needed to "ban" a particular service engineer (not necessarily just PE) from the facility telling his company that they will need to send "Anyone but him" to maintain the contract.
Greg P
Posted: Fri Jan 16, 2009 4:27 pm
by aldehyde
Yeah it happens, I've met a few people in my field that I wouldn't let touch my instruments if I was the operator or lab manager. Absolutely.
On the other hand, there are lots of great ones
.
Posted: Thu Jan 29, 2009 8:15 pm
by Rosie
Our instrument is at a university too, and so we don't have a service contract with the company. So when we do need the service engineer to visit, our call is not a priority. When he does finally come, he usually ends up spending most of his time here on the telephone with someone at the company who actually knows how the instruments work. I can't even call tech support. They always ask if I have a service contract, and when I say no, they forward me to the same service engineer! I'm not allowed to speak to anyone else at the company.
While the service engineer isn't always reliable, I have gotten excellent support through e-mail in times of desperation from a contact that my supervisor has at PE. He's not available today. I've been waiting for ~3hrs for the service engineer to call me because the MS decided it doesn't want to talk to the computer anymore.
I do enjoy the "trouble-shooting" guide that is in the instrument manual. Funny thing.. the problem I'm having is NEVER one of the problems listed.