Appliance Service News Digital Edition 02/2009
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Since 1950: the number-one independent source of information for the appliance service industry incorporating and Professional PSA Update and Servicers Organization California February 2009 Let’s take a look at tankless water heaters by Jim Johnson Columnists: Bill Lynott Mike Staats Jim Johnson Fred Steingold PLUS: • Old Geezer Quiz • F.Y.I. and more ... $7.50 U.S./$9.00 Canada www.asnews.com Appliance Service News P.O. Box 809 Saint Charles, IL 60174 CHANGE SERVICE REQUESTED PRSRT STD U.S. Postage PAID FREEPORT OH PERMIT No. 21 Missing something? Fill in the gaps: Any single issue or any combination of issues of Appliance Service News (currently January 2000 through May 2008) is now available for download directly to your computer, or on CD! To download directly: $4 per issue; $35 for any past 12 issues. CD’s available at $4.50/issue or $45 for any 12 issues. Please add $6.50 S&H For a directory of what each issue contains, please go to www.asnews.com/pastissues/index Order on-line, via e-mail, by U.S. mail or call toll-free: 1-877-747-1625 Outside U.S. call 1-630-845-9481 Since 1950: The number-one independent source of information for the appliance service industry incorporating and and PSA Update DEPARTMENTS February 2009 Volume 59 Number 2 FEATURES ➢ Jim Johnson: Let’s take a look at tankless water heaters .................................. 12 ➢ Mike Staats: ➢ ➢ Calendar ......................................... 4 Buyers’ Guide to Original Equipment Parts .............. 28 Buyers’ Guide to Components & Accessories .......... 29 Et cetera ....................................... 29 Advertiser Index ............................ 30 Classified Advertising .................... 30 Old Geezer Quiz .............................. 5 Jim Johnson takes a close look at tankless water heaters . . . page 12 ➢ ➢ F.Y.I. ........................................... 15, 27 ➢ ➢ COLUMNS Bill Lynott: YOUR Money Editor & Publisher Bill Wingstedt firstname.lastname@example.org Contributing Editors Jim Johnson email@example.com Bill Lynott firstname.lastname@example.org Mike Staats email@example.com Fred Steingold ➢ ➢ FAQs in troubled times ....................... 6 Lowe’s and Home Depot: Good news . . . or is it bad news? ........................ 8 . . . an uncomfortable customer ....... 10 Are you insured for emergencies? ..... 16 Mike Staats: Agitate & Spin ➢ PSOC profiles: Our 2009 Convention — Looking ahead ..................... 17 Also in this issue: The official newsletter of the United Servicers Association – Midst a troubled economy, a sure-fire investment The Servicer ....................... 1/19 Jim Johnson: Troubleshooting ➢ Fred Steingold: The legal advisor ➢ Contributing Cartoonist Harry Nelson Advertising, Graphic Arts Peggy Wingstedt firstname.lastname@example.org NEWS This month in: ➢ Editorial/Executive Services Peggy Wingstedt email@example.com The Industry LG compensating owners of refrigerators found not Energy Star qualified .... 4 Also in this issue: Professional Service Association’s monthly update A Letter From the President PSA Update ....................... 1/23 Circulation Manager Maggie Massey firstname.lastname@example.org APPLIANCE SERVICE NEWS © 2009 Gamit Enterprises, Inc. All rights reserved. Contents may not be reproduced in whole or in part without prior written permission. Published monthly at 1917 South Street, Geneva, IL 60134. MAIL ADDRESS: P.O. Box 809, Saint Charles, IL 60174-0809. PHONE: (630) 8459481. FAX: (630) 845-9483. E-MAIL: email@example.com Printed in the United States of America. International Standard Serial Number (ISSN): 0003-6803. Founded in 1950 by J.J. Charous as Electric Appliance Service News. Publisher assumes no reponsibility for the validity of claims made for products nor for technical advice herein described. Unsolicited manuscripts, photographs or artwork should be accompanied by a self-addressed, postpaid return envelope. PRICE: $7.50 per copy postpaid (including back issues as available); by subscription for delivery to addresses with a U.S. ZIP code: one year $59.95; Canada: one year $79.95; elsewhere: $99.95, all in U.S. funds. ASNewsONLINE SUBSCRIPTION PRICE: $39.95 one year. CHANGE OF ADDRESS: To assure uninterrupted delivery, notify ASN at least six weeks in advance, providing both previous and new addresses, with current mailing label; include ZIP codes. ADVERTISING: See SRDS Business Publications Rates and Data, or write: P.O. Box 809, Saint Charles, IL 60174-0809, phone (630) 845-9481, fax (630) 845-9483, e-mail firstname.lastname@example.org or visit our Web site at http://asnews.com Appliance Service News 3 the Industry LG compensating owners of refrigerators found not Energy Star qualified LG Electronics USA has agreed to compensate owners of 10 models of LG refrigerator/freezers that have been found not to be Energy Star qualified under a settlement reached with the U.S. Department of Energy (DOE). The settlement covers five current French-door models with thru-the-door ice and water dispensers ( LFX 23961, LFX 25971, LFX 21971, LMX25981 and LMX21981) and five discontinued models ( LFX 25950, LFX 25960, LFX 21960, LFX25980 and LFX21980). Also covered are Kenmore French-door refrigerator models starting with 795. LG heavily advertised its current models as Energy Star efficient last summer, but under the settlement has voluntarily dropped their Energy Star ratings. The first indication that the refrigerators weren’t as stingy with electricity as need be came in tests conducted by Consumer Reports researchers who found the units used twice the energy promised by the yellow Energy Guide label. These results were published in the September 2008 issue. Several Internet news blogs later reported that the controllers in these refrigerators had been programmed to detect when the units were subjected to DOE test conditions, triggering the shutdown of certain electrical functions, such as automatic defrost to trim power usage and thus skew Energy Star test results. LE has denied this allegation. Under the settlement with DOE, LG is offering to modify refrigerators to make them more energy efficient during free inhome visits by authorized servicers. Consumers also can receive cash payments to compensate for past and future energy usage by the refrigerators that exceed the difference between the old and new energyuse ratings listed on the Energy Guide label. To take advantage of this offer, owners are instructed to phone (888) 848-1266. LG said it would introduce more energy-efficient versions of its French-door refrigerator/freezers in mid-2009. Following announcement of the settlement, without mentioning LG, Whirlpool commended DOE for its ongoing investigation into reports that some manufacturers underreported energy consumption in their French-door refrigerator/freezers. Whirlpool has been jousting with LG for several years over patented technologies used in these refrigerators. Ω Calendar February 17-20 — Kitchen Service Training covering electric and gas ranges, wall ovens and microwave ovens by Whirlpool factory instructors. Robert Morgan Education Center, Miami. Contact: (760) 6625078. www.servicematters.com. February 24-27 — Refrigeration Service Training covering refrigerators and freezers by Whirlpool factory instructors. Robert Morgan Education Center, Miami. Contact: (760) 662-5078. www.servicematte rs.com. March 10-13 — Refrigeration Service Training covering refrigerators and freezers by Whirlpool factory instructors. Tulsa Technology Center, Tulsa, OK. Contact: (760) 662-5078. www.servicematters.com. March 11-14 — Floor Care and Sewing Professionals Convention and Trade Show sponsored by the Vacuum Dealers Trade Association and the Sewing Dealers Trade Association; includes seminars on servicing the latest vacuum cleaners and sewing machines. Las Vegas Hilton Hotel and Las Vegas Convention Center. Contact: (515) 282-9101. www.vdta.com. March 12-15 — National All-Service Convention of the Professional Service Association. The Grace Inn, Phoenix. Contact: 1-888-7778851, www.psaworld.net. March 17-20 — Laundry Service Training covering washers, dryers and dishwashers by Whirlpool factory instructors. Tulsa Technology Center, Tulsa, OK. Contact: (760) 662-5078. www.servicematters.com. March 21 — The 2009 Convention of the National Appliance Service Association with seminars and electric housewares service update sessions. Chicago (hotel not yet selected). Contact: (765) 453-1820. www.nasa1.org. March 22-24 — United Servicers Association SRC09 convention, including business and technical update seminars, and a business ideas roundtable. Hilton Anatole Hotel, Dallas. Contact: (800) 683-2558. www.unitedservicers.com. March 22-24 — The 2009 International Home & Housewares Show of the Na- tional Housewares Manufacturers Association. McCormick Place, Chicago. Contact: (847) 292-4200. www.housewares.o rg. March 24-27 — Kitchen Service Training covering electric and gas ranges, wall ovens and microwave ovens by Whirlpool factory instructors. Tulsa Technology Center, Tulsa, OK. Contact: (760) 662-5078. www.servicematters.com. March 31-April 3 — Refrigeration Service Training covering refrigerators and freezers by Whirlpool factory instructors. Tulsa Technology Center, Tulsa, OK. Contact: (760) 662-5078. www.servicematters.com. April 21-24 — Refrigeration Service Training covering refrigerators and freezers by Whirlpool factory instructors. Los Medanos Community College, Pittsburg, CA. Contact: (760) 662-5078. www.servicematters .com. April 22-26 — Appliance Parts Distributors Association spring convention. The Atlantis Resort, Paradise Island, The Bahamas. Contact: (773) 528-2199. www.apda.com. April 28-May 1 — Laundry Service Training covering washers, dryers and dishwashers by Whirlpool factory instructors. Los Medanos Community College, Pittsburg, CA. Contact: (760) 662-5078. www.servicematters.com. May 5-8 — Kitchen Service Training covering electric and gas ranges, wall ovens and microwave ovens by Whirlpool factory instructors. Los Medanos Community College, Pittsburg, CA. Contact: (760) 6625078. www.servicematters.com. May 12-15 — Refrigeration Service Training covering refrigerators and freezers by Whirlpool factory instructors. Los Medanos Community College, Pittsburg, CA. Contact: (760) 662-5078. www.servicematters .com. May 12-16 — Professional Servicers Organization of California 53rd annual convention, including technical and business management seminars, and service product displays. Kona Kai Resort, San Diego. Contact: (714) 335-1259. www.psoca.org. Sinking economy may thwart GE’s sell off/spin off plans Don’t expect General Electric to sell off its appliance business or to spin off the entire GE Consumer & Industrial unit any time soon, says Daniel Holland, an industry analyst with the Morningstar investment research firm in Chicago. In a report issued recently, Holland cited 4 February 2009 the current economic crisis coupled with the recent decline in major appliance sales as making it impossible for GE to get adequate value for these assets. As the right time to divest might be years into the future, GE almost surely will stay in the appliance business for now, Holland predicts. Potential investors also are apparently tiring of the soap opera that has surrounded the movement of the GE appliance unit; to the point that they are not taking seriously some reports of buyer interest and/or refusal. When India’s Videocom reported that GE had approached it about buying the appliance business but had turned down the offer due to the economy, both the Press Trust of India and the India Economic Times hooted that the small firm could not have secured the massive funding necessary for such an acquisition even in a good economy. A similar announcement in late November by LG Electronics also was scornfully greeted as an attempt to change the subject from its refrigerator/Energy Star debacle, which LG had announced to the South Korean press in August. Ω products sporting their brands that are beyond repair. As a result, many Japanese manufacturers have established “disassembly plants,” which tear down old products to their basic components, sorted by types of metal or plastic for recycling. Special emphasis is placed on recycling components containing toxic materials. The new amendment sets a goal of recycling 50 percent of all flat-screen TVs and 65 percent of all clothes dryers. Officials note that dryers contain much valuable material for recycling. The law now also permits manufactur- ers to charge fees when accepting old appliances for recycling. Ω LG opens Georgia training facility LG Electronics USA opened the LG Training Academy in Roswell, GA, to support the firm’s commercial air-conditioner business. At 16,000 sq. ft., the facility has the capability to train hundreds of engineers, contractors, and technicians each month. The academy also houses local operations for LG mobile phones and digital appliances. With a total of 30 employees, additional staff is planned for 2009. Ω Mandatory recycling of beyondrepair dryers mandated in Japan Clothes dryers as well as both LCD and plasma flat-screen TV sets must now be reclaimed under an expansion of Japan’s national household product recycling law effective April 1, 2009. In effect since 2000, the law previously covered only washers, refrigerator/freezers, air conditioners and cathode-ray TV sets. Under the law, manufacturers are required to take back and recycle all covered The Old Geezer Quiz by Captain Toolhead All about coupons Part one You may think this a lame quiz. I would prefer to think of it as interesting information on a boring day. In fact, I’m so excited that we will do Part two of this quiz in the next issue. 1. What was the first documented use of coupons? Bonus: When? 2. What product was on the very first grocery coupon? 3. What American event solidified the use of coupons? 4. What percentage of American shoppers used coupons in 1965? 5. How many coupons were distributed in 1975? Answers are on page 28. Appliance Service News 5 Your Money FAQs in troubled times by Bill Lynott by our troubled economy on two different fronts: First is your obvious concern about revenues and maintaining a healthy bottom line. Then, like everyone else, you also have the worry about your personal finances. Savings and investments for retirement and other purposes have been battered to the point where many people report losing sleep trying to decide whether their hard-earned money is safe, and whether they should be taking steps to protect it. Here is how the experts are responding to the most frequently asked questions (FAQs): Are my bank accounts safe? As long as your bank is a member of the Federal Deposit Insurance Corporation (FDIC), all of your deposits are insured up to the limits of FDIC coverage ($250,000 per depositor, per bank, until December 31 2009). After that, the limit returns to $100,000. Despite many bank failures over the years, not one penny of money covered by FDIC insurance has ever been lost. Should I sell all of my stocks? It would be difficult to find a financial professional who would advise you to dump all of your stocks, especially at this time. While the downturn in today’s stock market is a legitimate source of concern, it’s a far cry from our worst. The most recent bear market, March 2000 to October 2002, saw a drop of 49 percent in the S&P 500 index. Like every bear market preceding it, that one was followed by a healthy bull market that set new highs in stock prices. “Fluctuations in the market are a natural part of our economic cycle,” says Stacy Francis, Certified Financial Planner, New York, NY. “When the market is in a downturn it may seem logical to cash out, but before you do that you may want to think about your long-term goals for that money.” According to studies by Ned Davis Research, since World War II, the average expansion in our economy lasted 57 months while the average recession lasted 10 months. In the past 20 years, according to the study, we haven’t had a recession lasting longer than eight months. That’s why it’s important for you to keep a long-term view for your investments. When the market is in a slump, it’s only natural to worry that it will never end. It will end, and when it does, investors with the foresight to buy when prices were low will benefit the most. How closely should I monitor reports on the economy? “In an effort to sell newspapers and air time, the media A S A BUSY BUSINESS OWNER, YOU’RE AFFECTED trains investors to look out for the next economic number of the day,” says Jordan Kimmel, Magnet Investment Group, Randolph, NJ. “Whether it’s employment numbers, capacity utilization, or inflation statistics, there’s always a number of the day to tempt investors into overreacting. In reality, it is nonsensical to react to daily economic reports. No investment strategy is better than identifying superior companies and holding them while letting your money compound over time.” How much of my portfolio should I keep in cash? If there is one point that virtually all financial advisors agree on, it’s the critical need for you to maintain an asset allocation suitable to your personal circumstances. Asset allocation refers to the process of dividing your investable assets among stocks, bonds, and cash. The diversification mix right for you at a given point in your life will depend on such things as your age and your tolerance for risk. If your retirement is years away, most experts recommend relatively heavy investments in equities, 60 percent or more of your total portfolio. “However, if your time horizon is less than three years,” says Certified Financial Planner (CFP) Greg Womack, Edmond, OK, “stay mostly in fixed investments like CD’s, short-term bonds, and money markets.” For an asset allocation calculator that takes these and other circumstances into consideration, log on to http://www.forbes.com/tools/calculator/asset_alloc.jhtml. Once you allocate your assets in the mix right for your circumstances, it’s important to rebalance at least once a year. As the price of equities goes up or down, the ratio that you have established will change. If the value of your equities has risen, you may want to sell off some of them to restore your original ratios. If their value has dropped, moving more cash into equities may be appropriate. “If your portfolio is largely within an IRA, 401(k, or other retirement plan, consider rebalancing every quarter,” says Womack. “For a rebalancing strategy to work, you must own assets that don’t react the same way over differing Bill Lynott is a management consultant, author and lecturer who writes on business and financial topics for a number of publications. His latest book, Money: How to Make the Most of What You’ve Got, is available through any bookstore. You can reach Bill at email@example.com or through his Web site: www.blynott.com. Information in this article is provided for educational and reference purposes only. It is not intended to provide specific advice or individual recommendations. Consult an accountant or tax advisor for advice regarding your particular situation. 6 February 2009 market conditions.” What should I be doing now? “Creating a plan such as dollar-cost-averaging and sticking with it under all market conditions is the best way to protect your investments,” says Kimmel. “Human nature makes it difficult for the average investor to stick to a strategy unaffected by emotion. Sometimes it’s fear; sometimes it’s pure greed. Either way, allowing emotions to affect your investing decisions is certain to damage your financial future.” “It’s human nature to chase hot sectors that have already made a significant move,” says Womack. “It’s also natural to panic and sell-out when everyone else is doing the same. “Remember: if the headlines are full of it and everyone else is doing it, you’re probably too late.” There is, of course, much more to the maintenance of an investment portfolio well-suited to promoting a good night’s sleep during scary investment times. However, sticking with these common-sense fundamentals will go a long way toward protecting that nest egg so important to your future. Ω fresh-food and freezer compartments. Currently offered only at Best Buy stores, the refrigerator has a suggested retail price of $3,100. Samsung has high hopes for this model despite the failure of a similar LG fridge offered in 2005 but dropped by spring 2007. Ω IRS trims vehicle deduction to 55 cents per mile The standard mileage rate that appliance service firms can deduct for their service vehicles has been lowered by the Internal Revenue Service to 55 cents per mile, effective January 1, 2009. This write-off is down from 58.5 cents per mile, which was set last July 1 when IRS agreed that the amount needed to be raised to compensate for skyrocketing fuel costs. The new rate remains higher than the 50.5 cents per mile deductible that was in effect before July 1, an IRS spokesperson said. The declining price of gasoline since September prompted the reduction in the mileage deductible, and could prompt a further reduction of the deduction if gas prices continue to decline, the spokesperson added. Ω Checkup by service pros is key to HVAC efficiency: ASE chief says These experts know what they are talking about. To get the greatest energy efficiency from a furnace, heat pump or central air conditioner, owners should have them inspected at least once each year by a service professional, the Alliance to Save Energy (ASE) announced in November. “Call your nearest HVAC service professionals for a cleaning and tune-up before the heating and air conditioning season to assure these products operate at maximum efficiency,” said ASE president Kateri Callahan. “The cost of this tune-up will be more than offset by the cost of natural gas or electricity they will save by rendering the products to peak operating condition,” Callahan added. Callahan also recommended that homeowners whose furnaces are more than 15 years old should upgrade to newer more energyefficient units that will not only use about 20-percent less energy but also net the owner an income tax credit. ASE noted that in 2008 that average U.S. household spent $2,300 on electricity and national gas, prices for which were up 12 percent since 2006. Ω Fisher & Paykel unveils a design innovation of its Dishdrawer for the U.S. market Fisher & Paykel has announced a new design that combines the features of its conventional DishDrawer with a deeper drawer that can accommodate oversized plates and large platters. The new design also has flexible racking systems. F&P CEO John Bongard, says the new taller product will be available initially in the U.S. followed by other markets. Ω Samsung tries its hand at a fridge with an in-the-door LCD screen Samsung is going where LG had tread and retreated. The South Korea-based manufacturer has introduced its model RFG299 Frenchdoor refrigerator/freezer with a 7-inch LCD touch screen embedded in a door. Installed above the ice and water dispenser, the touch screen gives users easy access to calendars, schedules, nutrition facts, recipe measurement conversion units, and the ability to display photos. Owners also can use the screen to adjust the thermostat for the fresh food and freezer compartments and to monitor the water filter. Samsung further notes that at 28.5-cu.-ft., this model has the largest capacity on the market, which it credits to its use of highdensity urethane insulation in the walls. The RFG299 also has LED interior lighting, an EZ-Open handle the readily breaks the freezer seal when access is desired, and separate cooling systems for the Appliance Service News 7 Agitate & Spin Lowe’s and Home Depot: Good news … or is it bad news? by Mike Staats alias Captain Toolhead I N A WEIRD JUXTAPOSITION, THE GROSS MARGINS AT these mega-stores are going up! What? Gross margins going up even in the face of sales that have dropped off a cliff? Yes. That’s right. And a big reason for the higher margins is weak sales of home appliances — a traditionally low-margin department for these giants. Isn’t that incredible and seemingly inconsistent? Weaker sales of major appliances actually improved overall gross margins! Things have a tendency to get all turned upside down and distorted in an ugly economy like this. I don’t even know if this is good news or bad … Placebo’s evil twin: The ‘nocebo’ effect According to The Wall Street Journal reporter Melinda Beck, recent research has shown that “expecting to feel ill can bring illness on in some instances, particularly when stress is involved. The technical term is the “nocebo effect.” It’s not a psychiatric disorder — it’s just the way the mind works. In research called the Framingham Heart study that went on for several decades, women who thought they were at risk for heart attacks were almost four times more likely to die of coronary conditions than women who had no fear of coronary issues! And this result happened regardless of whether they had smoked or had other risk factors. Pretty amazing! In a simple 1960’s test, hospital patients were given sugar water and told that it would make them vomit. 80% of them did. Where are we heading with this? Well, here we go. Do you recognize the possible applications of the nocebo effect to your business? It’s like thinking that your business is going to be bad. You can just feel it happening. You hunker down. You stop all promotions; no more coupons; you cease or dramatically cut back on advertising and no more directmail campaigns to your good clients. You may even cut back on crucially needed parts, not get a truck lettered, not hire that good prospective technician, and quit visiting local dealers who may rely on your services. And what happens then? Sure enough, your business goes down. And you say, “I knew that was going to happen. I predicted it!” Don’t let it happen. Many of your competitors will act out this nocebo effect. You can become a stronger survivor if you still stay somewhat aggressive and try to build market share. Take this time to choose wisely and exactly how you want to promote and then do it. Also make sure your company is running as efficiently as possible. Watch needless operating costs. Watch receivables. Watch inventory turns. Take out the fat — not the muscle. You can make your business better. Don’t vomit. It’s OK to forget and ‘empty the attic’ Recent studies have shown that unless we forget some things, we run out of room to remember more important things. Sherlock Holmes explains it very well to Dr. Watson in Sir Arthur Conan Doyle’s first novel, A Study in Scarlet: “I consider that a man’s brain originally is like a little empty attic, and you have to stock it with such furniture as you choose. A fool takes in all the lumber of every sort that he comes across, so that the knowledge which might be useful to him gets crowded out … Now the skillful workman … will have nothing but the tools which may help him in doing his work, but of these he has a large assortment, and all in the most perfect order … Depend upon it there comes a time when for every addition of knowledge you forget something that you knew before. It is of the highest importance, therefore, not to have useless facts elbowing out the useful ones.” Indeed, an interesting and thought-provoking idea. Comments anyone? Toolhead quote of the month Here is an excerpt from a column by Peggy Noonan in The Wall Street Journal from late 2008, speaking about how what is happening in the economy doesn’t LOOK like a depression ”And yet, when you free yourself from the media and go outside for a walk, everything looks … the same. Everyone is dressed the same. Everyone looks as comfortable as they did three years ago, at the height of prosperity. The mall is still there, and people are walking into the stores and daydreaming with half-full carts in aisle 3. Everyone is still Mike Staats, alias Captain Toolhead, is a writer and advocate for the independent servicer. The sale of his Central Illinois, regional major appliance service business allowed a life-shift into other endeavors while keeping busy writing for industry publications, such as ASN. Other activities include his partnership in Creative Logics Corp., the creator of LogiSERV sales and service management software; a manufacturer’s representative for Lokring USA, cold/solderless, sealed-system repair technology without a torch; the Toolhead newsletter subscription service; and various product visibility efforts within the major appliance industry. Given his busy schedule and the travel involved, he really enjoys time with his grandchildren, fishes more than ever, and is still whacking and losing little white balls around the cow pastures of the Midwest and elsewhere. E-Mail Captain Toolhead at firstname.lastname@example.org. 8 February 2009 overweight. (An evolutionary biologist will someday write a paper positing that the reason for the obesity epidemic of the past decade is that we are storing up food like squirrels and bears, driven by an unconscious anthropomorphic knowledge that a time of great want is coming. Yes, I know it will be idiotic.) But the point is: nothing looks different.” Please provide Captain Toolhead with some comments and feedback on the issues in this column. Ω Boomer-friendly appliances: It ain’t easy getting old by Captain Toolhead Our aging population is causing major appliance manufacturers to focus on appliances that assist in keeping people living independently in their homes. And it is indeed a huge market: 76 million baby-boomers (born between 1946 and 1964) coming soon. In addition to these boomers, here’s another astounding statistic: more than half of Americans are expected to have elder care responsibilities within ten years! Homes that include kitchens and laundry rooms need to become senior-friendly. These are folks who already have or will have hearing problems, poor eyesight, varying degrees of arthritis, maybe some form of dementia, or other aches, pains and infirmities. It ain’t easy getting old! These new appliance designs are typified by new GE ovens with easier-to-open doors and the new Thermador glass sensor cooktop designed to prevent boil-overs. Dishwashers installed on a cabinet platform, bottom-freezer refrigerators, and washer and dryer pedestals are all part of the focus. Improved interior refrigerator lighting, increased detergent-storage systems for washers and dishwashers so you don’t need to fill the dispenser each load, a single wall oven with two cooking spaces and appliance designs and installations so you don’t need to awkwardly stoop to reach inside are all part of making appliances “boomer-friendly.” Whirlpool has had their design engineers use mechanical methods to simulate stiff joints, reduced strength, poor balance, decreased range of motion and impaired vision. GE product development engineers attend “empathy sessions,” tape their knuckles and wear rubber gloves to simulate impaired dexterity. GE also schedules focus groups that use a typical GE-equipped kitchen while staffers watch via cameras and one-way mirrors. Design-brainstorming sessions are based upon videotapes taken of appliance users at work in their own kitchens. Some interior designers recommend against gas cooktops since there have been reports of the elderly catching sleeves afire while cooking. Also, some older buyers are confused by the number of buttons on a dishwasher or on washers and dryers. Everyone can’t handle 11 pushbuttons and 5 lights on their dishwasher. For these folks, s-i-m-p-l-e works better. Like I said, “It ain’t easy getting old.” Hopefully, the manufacturers keep listening and redesigning. never! As an industry, we typically are lax about collections. Why is that? Maybe we fear that imposing strict payment policies may lose customers. That’s about as bad an argument that increasing your labor rates will lose customers. Maybe it’s because we fear chasing deadbeat clients will lose their business — lose their business? — you’ve got to be kidding. What exactly are you losing? If you’re not aggressive about collecting what is owed you, delinquent customers may take advantage of you and send you down the tubes. When business is really good, we all tend to get lazy and routinely write off legitimate receivables. But you deserve to be paid. The most effective company collection policy is already in writing and known to all employees before you even pick up the phone to serve a customer who is calling you. In our type of business, why do we even have or need a credit policy? Sure enough, there are service businesses just like yours that are COD only. That means that the technician leaves a customer’s home with the payment in hand. The only “collections” in those cases are to handle someone who wrote a bad check, stop-ordered a check after payment, or somehow revoked a credit card charge. Thankfully, those events are rare. But you must have a policy for pursuing any lost money and then follow it! If you believe you need to offer credit (maybe to property management companies, some commercial accounts, or very good long-term clients), set the ground rules with formal, written policies. When are payments due? What happens if they don’t pay? When will the matter be sent to a collection agency? Will you accept a post-dated check? Will you require credit checks on large —see Collection page 11 Biz Tips Is your collection policy ‘past due’? by Captain Toolhead Several months ago, I suggested here some simple moves that could increase cash flow in a economy that has tanked. I suspect you are now encountering customers who pay late — or maybe Appliance Service News 9 Troubleshooting … an uncomfortable customer by Jim Johnson T HIS MONTH’S TROUBLESHOOTING SITUATION focuses on a very recently installed heating/cooling system and a customer who has called to complain that certain rooms in the house “just don’t seem to be getting enough air.” (Before we begin with the specific troubleshooting information, let’s establish a couple of points: First, the problem isn’t related to the refrigeration system in any way, and second, there are no electrical problems contributing to the complaint. In this situation, we’re dealing with an air flow problem. Note the illustration shows the supply duct a copy of Jim’s DVD, Evaluating Refrigeration Systems, and also an ACH Current Clamp Head and EDHL1 Electronic Handle. The quarterly drawing will be for a digital multimeter. All test instruments are courtesy of Fieldpiece Instruments. The solution to this month’s problemwill appear in the May issue of ASN. Solution to the November issue problem of the reach-in freezer with too much ice The failed component is the drain heater. This diagnosis was confirmed when the current draw on the timer lead was not within the parameters listed on the data sheet. Although the hot gas solenoid was operating, the drain heater in the system exactly as it appears in the attic crawl space.) When we arrive at the customer’s home, we find that the two rooms the customer is complaining about are closest to the air-handling unit in this duct system that employs one central return and an extended plenum system on the supply duct assembly. In assessing the situation, we determine that the air flow from each supply register in these two rooms should be approx. 120 CFM, but when we measure the air flow with a digital velocity meter, we find the air flow to be approx. 90 CFM. As our next step, we move on to the crawl space to check the supply ductwork and find no leakage or crushed duct Your troubleshooting problem: What design flaw is responsible for the specific air flow problem we’ve described in this situation? If you have the answer to this problem, submit it in writing to: Technical Training associates, HC 70 Box 3172, Sahuarita, AZ 85629; or via the Internet at www.technicaltrainingassoc.com. All correct answers will be entered into two drawings. The monthly drawing will be for parallel circuit (see the illustration) wasn’t drawing current when the voltage was applied via the circuit through the timer contacts. The winner of the monthly drawing is Charlie Ferrell of Wilson, North Carolina. Others who got it right are Jim Carlisle, Arlington Heights, IL; Jason Cunningham, Pueblo, CO; Joe Hudson, North Highlands, CA; Jerry Baker, Warrensville Heights, OH; Ted Deppner, Lincoln, CA; Dale Watterson, Madison, WI; Robert Rice, Lake Placid, FL; Donald Hake, Columbia, PA; Buddy Welch, Yazoo City, MS; Terry Weaver, Schaumburg, IL; Willard Albrecht, Giddings, TX; and Thomas Gebhardt, Honolulu, HI. Note: Winners are reminded that they must contact Technical Training Associates directly to facilitate shipment of their prizes. Ω Jim Johnson is a nationally known author and instructor in the major appliance field. He is a technician, former service company owner, trade school instructor, and community college administrator. His textbooks, handbooks and videos are widely used in technician training programs. Through his Tucson-based firm, Technical Training Associates, he oversees the administration of MATTC, the Major Appliance Technician Training and Certification program. To reach Jim, write: Technical Training Associates, HC 70 Box 3172, Sahuarita, AZ 85629; phone: 520-625-6847; or visit: www.technicaltrainingassoc.com 10 February 2009 Collection —from page 9 bills? What is your down-payment policy? If you must offer credit, put your credit policy in writing and then follow what the policy states! What else can you do to tighten your credit policy and get overdue accounts to pay? Consider these options: • Screen customers to whom you shouldn’t be offering credit in the first place • Offer customers a percentage credit for early payment • Impose a stiff percentage penalty for paying late • Don’t wait to pursue a late payer — contact within a few days of the due date • Follow up phone calls with notices by mail • Experts suggest sending those notices via Priority Mail envelopes • Offer these non-payers some “tough love” and don’t hesitate to send the matter to a collection agency. Ω 5. Damage control. Remedy any “leaks” of information immediately. You may want to reimburse affected employees to get copies of credit reports to alleviate their fears. Demonstrate that you as the employer empathize with them and want to help. The bottom line, final warning for confidential employee information is well-stated by Ms. Gaudio: “… check your local rules and regulations for any additional demands on how to maintain confidential employee information. Privacy and identity theft legislation is a hot-button issue for the government, which is experimenting with how to craft adequate compliance measures. If you stay up to date, you may stay out of court.” Ω Little truths about life: “The trouble with some people in trying times is that they stop trying.” Biz Tips Protecting your employees’ Social Security identification by Captain Toolhead With identity theft on the rise, it’s important for you to aggressively protect your employee’s Social Security numbers to avoid possible litigation if this information is somehow pilfered. Social Security numbers are used in almost every transaction these days. Various government agencies have extensive limitations and protections demanded of them as to when and how to store these sensitive numbers, but the private sector has no such legal restrictions on the collection or storage of this information. “By protecting the confidentiality of your employee’s Social Security numbers, you are, in fact, protecting your own business interests,” says Elizabeth Gaudio of the National Federation of Independent Business Legal Foundation. “Employee lawsuits can arise against your business if you fail to take responsible steps to safeguard these numbers.” NFIB suggests five precautions to protect this confidential information: 1. Always keep employees fully informed. Create a company policy concerning Social Security numbers and make sure employees are aware of the terms. If a security breach occurs, notify all employees whether they are affected or not. 2. Reduce the use of Social Security numbers in your workplace. Think about having an internal “employee identification number” instead of using a Social Security number except in those instances where the documentation requires you to do so. 3. Restrict access. It has been estimated that a high percentage of employees do steal — whether petty things or significant theft. Employees with access to this sensitive data should be carefully screened. A company needs a policy on how to access and handle sensitive documents, such as keeping access logs and requiring returns of files even during short breaks and lunches. 4. Other internal security policies. Whether using spoken words in conversation, the postal mail, e-mail, telephone or computer files to transmit employee information, establish security measures for each. For computer files, remember that hitting the “delete” button is not enough. The House Of A Million Parts Your ‘one-stop’ shop for all your appliance parts needs Register now on our web site and: ➤ View inventory cost & availability ➤ Place orders on-line ➤ Exceptional make/model number research ➤ Check all activity on your account for both parts & accounting Or shop in person at one of our twelve locations Or shop in person at one of our ten locations in in the Pacific Northwest, California, Utah, the Pacific Northwest, California, Utah, Nevada, Arizona or Hawaii For more information call: 1-800-666-0313 or sign on to: www.reliableparts-us.com Canada call 1-800-663-6060 Appliance Service News 11 Let’s take a look at tankless water heaters by Jim Johnson E MPLOYEES who attend corporate retreats are sometimes divided into small groups to participate in “team-building” exercises. One such scenario involves a team who must work together to figure out what to do if they were trapped in a basement after an earthquake. One idea for which a team gets points is to remember to isolate the water heater so they’ll have drinking water until they’re rescued. And that’s the basis of the first objection that arises from people in California if tankless water heaters are suggested as an alternative to standard water heaters, which store 30 or 40 gallons … the fear that there wouldn’t be sufficient water in the event of an earthquake. Meanwhile, if your customer isn’t in an earthquake-prone area or if they’ll consider another way to deal with a potential natural disaster, they may consider “going green” with the savings in operating costs that tankless water heaters provide. Available in both gas and electric models from a long list of both domestic and foreign manufacturers, most of today’s units are designed with a sensing system that modulates the flow of water through either the heating elements (electric) or heat exchanger (LP or natural gas models). Figure 1 illustrates a model offered by Takagi Industrial, a manufacturer with headquarters in Irvine, California. This example shows the typical location of the flow sensor on the cold water inlet line that starts the heating process when a hot water tap is opened. The sensor lets the microprocessor know that water is being called for, and in turn, the ignition process, employing a spark ignition system, is accomplished. In addition to a sensor on the cold water inlet line, many gas units employ a second sensor to monitor heat exchanger temperature and a third to monitor the temperature of the water leaving on the supply line to the hot Figure 1 water tap. The overall technology of tankless water heaters isn’t really new. Rheem Manufacturing, for example, has been offering them since 1945 for both residential and commercial applications. Rheem contends that with the technology now available in tankless water heaters (including a modulating gas valve that varies the flame depending on the level of heat required), an endless supply of hot water is available. One comparison they note is an estimate that a 50-gallon, tank-type water heater will run out of hot water after the third consecutive 10-minute shower from a 2.5 GPM shower head, while a tankless model will be able to keep up with demand for not only those consecutive showers, but beyond. Speaking of showers, some manufacturers of electric tankless units recommend that since most people are comfortable showering somewhere between a temperature of 98°F to 105°F, setting the outlet temperature on a tankless water heater somewhere between 105°F and 110°F will suit their needs. However, when the operating temperature is set within this range, there’s a consideration regarding customer use. Since standard water heaters often operate at a temperature higher than the often tankless outlet temperature, the end user must remember that they will be using 12 February 2009 less of a cold water mixture in order to achieve the temperature they want. Some customers may complain that a tankless model isn’t providing water at a high enough temperature, when, in reality, the unit is operating exactly as designed. Many gas models allow for a range of temperature settings beyond this oftenrecommended parameter, having a range of 98°F to 158°F. Like any gas water heater, a tankless model requires venting if it’s installed indoors. Figure 2 shows several examples of venting requirements and recommendations from Rheem. utes to refined control of the combustion process by sensing the fuel pressure and controlling the speed of the vent fan in the event of a fuel pressure change. The circulation pump and buffer tank on this type of unit serves not only to ensure the quick delivery of hot water to all taps, but also prevents the heat exchanger from freezing in an outdoor installation. And, since this is a condensingtype design, it employs 100% outside air for combustion via an air inlet pipe on the vent system. In a condensing-type unit, the vent piping may be PVC material. An electric tankless water heater operates on the same principle of a given rate of water flow through it (often in the neighborhood of 3 GPM in colder climates and up to 7 GPM in warmer areas of the country) employing 240-volt operated heating elements as the heat source. Figure 4 provides an overview of a model offered by American Heat Distributors of Hialeah, Florida. When it comes to installing an electric tankless water heater, outdoor location is not recommended. Also be aware of the applied voltage in some situations. For example, in a light commercial application, the power supply may be 208 volts rather than 220, and that can affect the operating cost of the unit. Another consid- Figure 2 Manufacturers are often quite specific on venting materials and design, such as with Rheem products where Category III stainless steel venting material is required for all indoor installations. When it comes to outdoor installations, no additional venting is required for tankless water heaters. However, in an outdoor installation, freeze protection is an issue. Another variable in venting materials used in tankless water heaters is in the case of a condensing gas system, such as the type shown in Figure 3. This model, manufactured by Navien of Irvine, California, is listed as being 98% efficient due to its condensing system. A condensing-type tankless water heater operates on the same principle as a condensing gas furnace that employs a primary and secondary heat exchanger. Instead of venting the by-products of combustion from a single heat exchanger system out of the building, a condensing unit routes the gasses to the secondary heat exchanger instead, where the process of condensing allows for the release of the heat in the gasses, resulting in greater operating efficiency. Also on this particular model, an APS (Air Pressure Sensor) is employed to control the amount of air required for combustion in the event of a long vent or high outdoor wind situation. The GPS (Gas Pressure Sensor) also contrib- Figure 3 Appliance Service News 13 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. Figure 4 Electronics and Compuer Chip User Temperature Controls Sensors SCR Terminal Block Heating Elements Hi Limit Protection Heating Chambers Aluminum Casing Electric Conduit eration, be it gas or electric, is the affect of scaling due to hard water. In a standard water heater, scale will eventually affect the efficiency of the unit, and in the case of a tankless water heater, this factor is more important. That being the case, a water filter is often recommended in a tankless water installation (see Figure 5). This particular filter from Falsken Water Systems of Norco, California, is designed to remove sediment down to 5 microns and employs a water treatment compound to reduce scaling. From a maintenance perspective, a differential pressure gauge on the unit advises the homeowner when it’s time to change the filter cartridge. Information on tankless water heaters, installation procedures and accessories is available at the following web sites: www.rheemtankless.com www.tagaki.com www.quietside.com www.falskenwatersystems.com www.americanheatus.com www.NavienAmerica.com Ω 14 February 2009 F. Y. I. from Captain Toolhead Microwave will not always heat in Maytag microwave hood combination model MMV5165BA WHEN attempting to use the microwave, if you first set the exhaust fan on speeds 3, 4, or 5, the microwave will not heat. The control will count down, the oven light and turntable work normally, but the microwave oven will not heat. If you first program the microwave mode, then program the vent fan, there is no problem. The cause is a software bug in power control board. Order and install a new power control board part #W10195903. Personality code missing digit in KitchenAid French door counter depth refrigerator models KFCS22EVWH, KFCS22EVBL and KFCS22EVMS. KitchenAid French door refrigerators have been manufactured with only a two-digit personality code “01” identified on the model/serial number tag. The personality code should be three digits “001”. When servicing one of these units, use “001” for the personality code. After entering the code the unit will delay four minutes before turning on. This delay can be bypassed by unplugging the unit and plugging it back in. This issue has no affect on unit operation or performance. Future production units will include a three-digit code on the model/serial number plate and the four-minute delay will be eliminated. Oven starts a bake or broil function before the desired temperature Is selected in Maytag, Admiral or Magic Chef oven models AER 4311 AA *, AGR 4412 AD *, CER 1125 AA *, CER 1125 AC *, CER 3725 AG *, CER 4351 AG *, CE 35400 AA *, CE 35400 AC *, CG 31600 AD *, CGR 1425 AD *, CP 31600 AD *, LLR 4451 AJ *, MER4351 AA*, MER4351 AG*, MGR4451 AD*, MGR4451 BD*, MGR 4452 AD *, MGR 4452 BD *, MLR 4451 AJ *, PER 1125 AC *, PER4311AC* or PGR4420LD*. *= all colors AN improvement has been made to the control on these models. The improvement includes the application of a conformal coating to the control board. Also, it is required to press two keys to initiate a bake or broil function (press Bake or Broil, then select the desired temperature). The original control board would initiate a bake or broil function by pressing and holding the Bake or Broil pad only. Stock has been purged and all parts are “new” vintage. The sensing light will not come on after control replacement service in Whirlpool dishwasher models DU 1145 XTP 7, DU1148XTP7, DU1145XTP8 or DU1148XTP8; serial numbers: FT01 and later. The sensing lighty will illuminate while the unit is in diagnostics. THE replacement control software was modified to only illuminate the LED during the diagnostic mode. The replacement control is working as it was designed. Although the original control did have an LED that illuminated during a regular cycle, advise the customer that the replacement control still has the sensing program in it. The illuminated LED in diagnostics proves that the sensing cycles are programmed but the LED will no longer illuminate during a cycle. If the customer will not accept this solution, a console that has the LED window removed may be ordered and installed. For DU1145, order W10142945 - black; W10142946 - white. For DU1148, order W10142947 - black; W10142948 - white. Figure 5 Appliance Service News 15 The legal advisor Are you insured for emergencies? by Fred Steingold A FIRE CAN CLOSE DOWN YOUR BUSINESS FOR DAYS, weeks, or even months. So can a windstorm or other unpreventable events. If that happens to you, will you be able to keep your business alive? Your property insurance will pay to repair your business premises — but you may face additional financial hardships. A good way to protect your business is to buy business interruption insurance. This insurance pays for lost income, operating expenses, and other costs while your business struggles to get back on its feet. Having this coverage can be a life-saver. Here are some basic facts about this type of insurance. Business interruption insurance pays for lost income and covers various costs if you have to vacate your buiness place because of events specified in your policy, such as: • Fire • Lightning • Windstorms • Vandalism, and • Theft Business interruptions caused by certain other events usually are not covered. These excluded events include: • Earthquakes • Disease pandemics, or • Loss of electricity not resulting from damage to your property. So if you look into getting business interruption insurance, make sure to learn exactly what risks are covered. Like other kinds of insurance, the higher the policy limits, the higher your premiums. But you can reduce the cost by choosing a larger deductible. Here are four types of coverage that a business interruption policy might include: • Lost income coverage. This includes your net profit before taxes and normal operating expenses. The insurance company will pay you based on your past sales volumes and expenses. This inmformation will be found in your financial records. • Extra expense coverage. This consists of expenses beyond normal expenses — the money you need to keep your business going at its original location or a temporary location. Some insurance companies offer this coverage in a separate policy. • Civil authority coverage. This covers lost income or extra February 2009 expenses if the government cuts off access to your business because of a disaster affecting someone else’s business. • Contingent business interruption coverage. This compensates you for income you lose because a supplier or customer has suffered damage at their location. An example will help you understand why this last type of coverage can be useful: Tom operates a small bakery. Half his income comes from supplying bread, rolls and pastry to a large restaurant. If the restaurant burns down, Tom’s income will be drastically reduced. In that situation, the fourth type of coverage will compensate Tom for the lost revenue. Is this insurance right for your business? Not all businesses need business interruption insurance. Before you buy this coverage, run through a cintingency plan of what you’d do if a disaster were to strike. Let’s say your parts storage facility is destroyed by fire. And assume that the contents of that facility are covered by your fire or multiperil insurance. In that case, you’ll need to worry only about how much it will cost you to be out of business until you can set up temporary storage and get more parts. If you can replace key materials quickly and take other steps to minimize the harm, business interruption insurance may not be worth the cost. The best source of information is the insurance agent who handles your other business insurance. You may be pleased to discover that you already have business interruption coverage — or that it can easily be added through an endorsement to your existing policy. In buying this coverage, make sure the policy limits are high enough to keep you afloat for a considerable period. Remember, you may incur expenses for rent, utilities and equipment leases. If your business is located where there’s a risk of hurricanes or earthquakes, you should see if business ineterruption is available for the specific peril. And make sure you understand any time limits on the coverage. A policy that covers only two weeks or one month may not give you adequate protection. Ω Fred Steingold is a practicing attorney. He is the author of The Legal Guide for Starting and Running a Small Business and The Employer’s Legal Handbook (Nolo Press). Legal strategies may vary depending on the state in which you live and the specifics of your situation. Consult your lawyer for legal advice. Legal questions of general interest will be considered for future columns. Contact: email@example.com 16 Appliance Service News 17 PSOC May 12-16, 2009 Kona Kai Resort and Spa • San Diego Beach Resort The Kona Kai is on eleven acres of luch tropical gardens situated right at the tip of Shelter Island. Uniquely located to allow asy access to all the exciting area attractions, Kona Kai also provides a relaxing retreat from the intensity of dynamic San Diego. The hotel is also five minutes from Sea World. Other attractions are: The San Diego Zoo San Diego Wild Animal Park Cabrillo National Monument Historic Old Town Balboa Park Palomar Observatory Del Mar Race Track Great shopping Wonderful fishing fleets Scuba diving The Kona Kai has beautiful walking trains. You can also rent bikes and enjoy the area or just play on the private beach. This convention you will want to bring your family. Make it a vacation (with benefits – you can write off your stay! Check our their website: http:// www,resortkonakai.com/location.html The Kona Kai also has a shuttle to and from the airport and the train station. Mark your calandars today and make sure you attend. We have the room rate three days before and after the convention so come early and enjoy! Watch our webpage for information www.psoc.org Special thanks to these companies for their continued support of PSOC: Southern and Central California’s Largest Appliance Parts Distributor SINCE 1958 •Admiral •Maytag •GE •Thermador •Amana •Whirlpool •Frigidaire •Bosch •Installation Supplies •HVAC •Electric Motors •Vent Hoods San Diego Visalia Fresno So. El Monte Long Beach Colton Santa Ana Van Nuys Gardena Los Angeles Bakersfield 800-821-0244 WWW.COASTPARTS.COM Serving the appliance and electronics industry since 1955 P.O. Box 561, Cypress, CA 90630 18 February 2009 (714) 335-1259 Fax (714) 826-4430 www.psoca.org Official publication of USA, Inc. • An Association Of Servicers For Servicers • February 2009 Midst a troubled economy, a sure-fire investment Improving one’s skills is a necessary part of every business person’s life. Whether it’s learning how to use a computer or read a profit & loss statement or how to fix the latest model of a Whirlpool front-load washer, learning is essential. Everyone in a position of leadership must make sure that they are staying on top of new technology and changes in the industry. It’s not just something important today that you should be doing, it is required if you intend to be around in the next five years. Marketing to your existing customer base, mining referrals from them, pricing repairs properly, having a software program that tracks all the important information you need to successfully manage the day-to-day operations and position yourself in such a way so that your company is attractive to a potential buyer are all part of the training you can receive when you attend this years SRC09. The SRC09 will be held Sunday through Tuesday, February 22-24, in Dallas, TX, at the Hilton Anatole hotel. The class development committee has come up with a fresh group of classes that are sure to help you manage your business in order to navigate through these turbulent times and come out on top on the other side. Don’t delay. Time is of the essence. Register now by going to www.unitedservicers.com and click on the SRC09 icon or call the USA office at 800 683-2558. The SRC will be held in conjunction with the merchandizing group Brand Source and their annual winter conference called the Summit. The SRC09 will be held independently from the Brand Source Summit, but members of each group will have access to each others’ convention floors and will share meals and entertainment venues. Registration for the SRC09 is $499 for two people for the event only; $899 for two people and one room for two nights; $1,099 for two people and one room for three nights; or $1,299 for two people and one room for four nights. Food includes breakfast on Monday and Tuesday and one lunch on Tuesday as well as two evening receptions serving drinks and hors d’oeuvres. Several less expensive hotels are in the local area so members can book rooms elsewhere if desired. Don’t get caught thinking that it is too expensive. Smart business people know that you have to spend money to make money and often you have to spend money to save money. I have heard far too many people tell me that the money they spent attending a convention was made back in the first couple of weeks they were back on the job implementing the new ideas they learned that included both cutting unnecessary expenses, improving their marketing programs, and changing their prices to name a few. This event is sure to be the largest of its kind with over 1,200 attendees. Don’t miss out on this great opportunity to learn so much in a very short time frame from some of the sharpest minds in the industry. You will not be disappointed. Sign up today. UNITED SERVICERS ASSOCIATION 1 / 19 Positioning your business to sell Our industry is aging. No kidding! Right? All that most of us have to do to see that that statement is true is look in the mirror. So, everyone knows it but not everyone is doing something about it, especially business owners. The time to prepare your business for sale is not one year or six months before you sell. It starts years before. It includes keeping great customer records electronically, which means it is absolutely essential to have a computer and a software system that tracks vital information, such as customer names, addresses, phone numbers and service history. You also must monitor your inventory closely to keep it lean and current. Make sure you have clean financial reports (a profit & loss statement and balance sheet) covering many years of your business. Don’t think that since you are now considering retiring next year that you will put together one year’s worth of information and magically find a buyer. Detailed records are a necessity if you intend to reap any degree of reward One Presidential Way, Suite 106, Woburn, MA 01801 • 1-800-800-1866 • fax: (913) 236-4373 http://www.UnitedServicers.com • e-mail: firstname.lastname@example.org United Servicers Association / The Servicer from your years of hard work. Those of us nearing retirement age are going to encounter potential buyers for our service businesses who are younger, usually better educated, and much more computer savvy. They want real hard data to back up your claims of calls volume, customer records and the like. For these potential buyers to have to hire someone to sit in front of a computer and type in your data on customers as well as rifle through boxes and boxes of records to confirm your claims, and all the other issues surrounding purchasing a company that is not up to speed with current standard business practices can severely reduce the amount of money someone is willing to pay you for your years of sweat. Professionalize your business now and it will serve you in planning toward the day you would like to retire. It is never too early and it is never too late. Don’t wait! Dryer vent cleaning According to a recent dryer fire study conducted by the United States Fire Administration (USFA), on average, dryer fires account for approx. 15,000 structure fires, 15 deaths, 400 injuries, and $88 million in property damage annually. “Failure to clean” was citied as the leading cause of these fires. It’s evident that consumers are unaware that clothes dryer and dryer vent maintenance is necessary to keep dryers functioning properly and prevent dryer fires. The Consumer Product Safety Commission (CPSC) and Consumer Reports confirm that dryer fires are a home safety issue and proper maintenance is key to keeping dryers functioning properly and preventing dryer fires. I know some appliance service companies also offer dryer vent cleaning services to complement their repair business. Some have told me of having achieved a decent amount of income from these side ventures. But for most of us, especially those living in medium to large metropolitan centers, the hassle of dealing with condominium and homeowner associations and the like, the lack of enough work to keep a truck busy consistently, maintaining the vent cleaning equipment, not to mention the liability issues involved have caused many of us to look for a company to whom we can refer this work. One company that has made a name for itself and is the only one I know of that has multiple locations (franchises) is Dryer Vent Wizard. The company was founded by David Lavalle, (also founder of the Mr. Handyman franchise) in 2004 in Boston. According to their Web site the concept was created to meet the “urgent response” needs of consumers who were dealing with clothes dryer venting problems (these problems were a result of dryer vent lint accumulation causing dryers to function inefficiently or not at all) and as a result of finding no one specializing in this type of work. Dryer Vent Wizard franchise owners and technicians have specialized training, tools, and materials, and they provide maintenance, inspection, cleaning, repairs, alterations and complete installations of dryer vent systems for residential and commercial customers. Their technicians are trained to educate consumers about dryer maintenance and dryer fire prevention as much as they are trained to provide solutions to dryer vent problems. DVW is also involved in consumer awareness programs to increase consumer understanding of the importance of dryer maintenance and dryer fire prevention. Working with local fire departments, local and national fire prevention associations, DVW is hopeful that heightened awareness will reduce the number of dryer fires annually. The firm has also joined efforts by the CPSC, and the USFA, in spreading the word about the need for annual maintenance. DVW has also initiated a program called “Protecting Those Who Protect Us.” This program provides DVW services to local fire stations in areas where DVW has franchises. It makes sense that the folks who fight these fires should be looked after by DVW as well. Dryer Vent Wizard is also involved in Fire Prevention month, which is scheduled for October every year. One of our USA board members, Bob Dougherty, purchased a DVW franchise in Long Island, NY within the last year. For more information, visit or to see if there is a location near you, check out their Web site www.dryerventwizard.com, call 866-498-7233 or call our friend Dayn Benson’s direct line: 586-619-2160 x555. Family leave The newly inaugurated President (still President-elect as of this writing), Barack Obama, has said he wants a federal sick-day mandate and expansion of family leave. With Democrats now in control of more than half of the nation’s state legislatures, change is likely on the way. However, historic obstacles stand in the way in the form of a deeply troubled economy and out of control state deficits. As a result, new entitlements such as these are likely to progress at an uneven pace if they advance at all. The Healthy Families Act, sponsored by Sen. Ted Kennedy (D. Mass.) and Rep. Rosa DeLauro (D. Conn.), and backed by the new president, would require employers with 15 or more workers to provide seven paid days for their own or a family member’s illness. Several locales around the country already have mandated paid sick days, and others are sure to follow. Some states are opposing statewide standards claiming their desire to protect small businesses and they are pushing for federal regulations to get the job done. Employers and business organizations oppose the rigidity of the proposal because of its lack of flexibility and its onesize-fits-all application. Over 70% of employers already provide some type of paid sick days. The mandate would be most devastating to businesses that are on the edge of bankruptcy, especially small one- to ten-person operations. The 1993 family-leave law is also under consideration for expansion. Currently, employees of companies with 50 or more workers can take up to 12 weeks of unpaid leave to tend to babies, sick family members, or the employees’ own medical conditions. But about half the work force isn’t eligible. President Obama would extend the mandate to employers with 25 workers and cover more purposes, including children’s school needs and the care of a wider range of family members. The president would pass the paid family leave issue off onto the states by proposing to give states $1.5 billion in 2 / 20 USA / February 2009 incentives to start paid family-leave programs similar to one in California, which uses the state’s temporary-disabilityinsurance fund to provide up to six weeks’ paid family leave. New Jersey is set to pass a similar program, which will take full effect in July. New York may consider similar measures. Since only five states, Hawaii, California, Rhode Island, New Jersey and New York, currently have a temporary disability insurance plan, it will be difficult for other states to enact similar plans. This information highlights the reason why small businesses need to keep themselves informed about current and potential laws. Check with your own state government and contact your chamber of commerce to see what action you can take to protect your bottom line. Most of this information was taken from an article in The Wall Street Journal written by Sue Shellenbarger From the ‘green’ laundry front! Have you heard of the Staber washing machine (Staber System 2000)? I’ve seen their ads periodically in Appliance Service News and on various “green” Web sites. The washer has a top-loading horizontal axis design, which allows you to load your clothes as you normally do from the top; however, it tumbles like all the new front-load highefficiency models flooding the market today. Just like the new front loaders, the Staber uses far less water and also causes much less wear and tear on your clothes. The washer performs differently from the major manufacturers’ machines because it uses a hexagonal (six-sided) shaped clothes basket that is placed in an octagonal (eightsided) shaped water tub. As the wash basket tumbles it creates a passive pump between the two containers, which pulses the wash water through the load. The manufacturer claims that the Staber System 2000 horizontal-axis washer is much easier on clothes, can use up to 66% less water and 75% less detergent when compared to current-model agitator washers. The Staber is more expensive. I have no personal repair experience with the machine and would like to get some input from anyone who has worked on the washer. Info for this article was taken from http:// www.mrsolar.com/faq/faq19.php. business for sale, and much, much more. Technical classes will include all the major brands as well as many boutique and high-end manufacturers, with hands-on tear down and other pertinent instruction. It’s time to get excited! There is strength in numbers. This combined event could draw well over 1,700 attendees! The basic registration fee is $399 and includes breakfast on Monday and Tuesday, and one lunch on Tuesday as well as two evening receptions serving drinks and hors d’oeuvres. If you would also like to stay at the Hilton Anatole for the three convention nights, the total cost, including the registration fee will be $1,000. There are also great deals for signing up two or more people. These are great values! The amenities at the Anatole are many, including a beautiful walking path amidst lovely gardens, the largest health spa attached to a hotel in the country, and great access to the downtown attractions. If you would like to spend less on the accommodations, there are several hotels in very close proximity to the Anatole (2 – 3 block walk). The specific class schedule is posted on line. Make plans to attend now. Check the Web site at www.unitedservicers.com. There is a registration page along with mail-in directions. Email any of the board members (their e-mail addresses are listed below and on the Web site) or phone the office at 800 683-2558 with your questions. UNITED SERVICERS ASSOCIATION, INC. One Presidential Way, Suite 106, Woburn, MA 01801 1.800.800.1866 • fax: (913) 236.4373 www.UnitedServicers.com • email@example.com firstname.lastname@example.org OFFICERS & DIRECTORS Dean Landers, President; Landers Appliance, 7032 Golden Ring Rd., Baltimore, MD 21237-5501; 410.682-3232; fax 410.682.5952; email@example.com Tanner Andrews, Vice President; Andy’s Appliance Repair, 5612 S. 49th #A, Lincoln, NE 68516; 402.423.2382; fax 402.421.8635; firstname.lastname@example.org Dale Luther, Treasurer; Same Day Service Co. Inc., 1 Presidential Way, Ste106, Woburn, MA 01801; 1.800.800.1866, email@example.com Rod Williscroft, Secretary; Totem Appliance & Refrigeration, 5950 Imperial St., Burnaby, BC V5J 4M2; 604.437.5136 x161; fax 604.437.8095; firstname.lastname@example.org James Dolbeare, AAA Appliance Service Center, 8053 N. Milwaukee Ave., Niles, IL 60714-2879; 847.966.1950; fax 847.966.9115; email@example.com Paul MacDonald, Past President; Factory Appliance Service/a Direct Energy Company, 80 Allstate Parkway, Markham, Ont. L3R6H3; 905.943.6217; fax 905.943.6407; firstname.lastname@example.org Mike Maloney, Alpha Omega Appliance, 400 CR 234, Georgetown, TX 78628; 512.930.3967; fax 512.868.8747; email@example.com Steve Moore, Moore Appliance, 265 Commerce Ave, Southern Pines, NC 28387; 910.944.3882; fax 910.695.4226; firstname.lastname@example.org The SRC 09 is Coming to Dallas! The United Servicers Association has coordinated its 2009 national service convention to be held in conjunction with merchandising group Brand Source (BS) at their winter Summit convention. The joint conventions will be held in Dallas on March 22 – 24, 2009 at the Hilton Anatole. USA will provide business management classes covering flat-rate pricing, how to calculate your cost of doing business, how to negotiate fair warranty rates, best marketing practices, industry roundtable discussions, how to prepare your service United Servicers Association / The Servicer 3 / 21 ‘The Blue Book’ The Major Appliance Service National Price Guide MEMBERSHIP APPLICATION • Guaranteed to increase profits! • Quote consistent flat-rate prices! • Tremendous confidence tool • Technicians love it! • Don’t guess … just quote! • Over 4,000 job entries! • Includes high-end / built-in! • Instruction booklet! UNITED SERVICERS ASSOCIATION, INC. 1 Presidential Way, Suite 106, Woburn, MA 01801 1.800.683.2558 (U.S. only) http://www.UnitedServicers.com Referred by:______________________________________ Company name:___________________________________ Owner(s)_________________________________________ _________________________________________________ Contact person:____________________________________ Business address:__________________________________ City:_____________________State: ______ZIP:_________ Business phone: ___________________________________ Fax: ____________________________________________ e-mail address: ____________________________________ Web page:________________________________________ Type of firm: Sales only: ____ Service only:____ Both:____ Number of employees: ______ Parts Distributor: ____ Manufacturer: ____ Other:________ More than one location? _________ If yes, please list: _________________________________________________ _________________________________________________ _________________________________________________ ANNUAL DUES: $295.00 The above firm hereby makes application for membership in the SERVICE USA, and in support of this application the undersigned agrees to the following prerequisites for membership: To abide by the Constitution and By-laws of the Association, to pledge support to the “Code of Ethics” adopted by the Association, and to pay dues as are established by the Association. It is expressly understood and agreed that any plaques, emblems, insignias, seals, or other material indicating membership in this Association shall, at all times, remain the property of the Association, and shall be relinquished or, in appropriate situations obliterated, by the undersigned upon termination of membership in the Association. Applicant’s signature: ________________________________________________________ Date: __________________ Title:____________________________ Don’t delay buying a copy any longer! Place your order today. Standard or Premium Editions available at discount pricing! Order online at www.unitedservicers.com Or call 1.800.683.2558 Save Money on Credit Card Fees! Big savings are available as an exclusive benefit for Service USA members • All major credit/debit cards • Multi-function terminals • Check Guarantee • Web-Based Reporting Members call Sue at TRI today for a FREE COST ANALYSIS! 888 494-9004 www.transactionresources.com Transaction Resources Inc. 4 / 22 USA / Februuary 2009 Monthly Publication Professional Service Association February 2009 PSA Update The Association for Service Professionals A Letter From the President Don Holman Mcap, CSM, PSA President The officers and I would like to thank you for your vote of confidence by choosing us as your Professional Service Association officers for the ensuing year. We sincerely appreciate your taking the time to cast your ballots and making a choice for our industry. It is with great humility that I accept the position of President and I will strive to do my best to represent PSA on your behalf. We have had tremendous gains under the direction of our prior leaders and I expect to continue this trend. My fellow elected officers are big supporters and promoters of PSA and I feel that I can speak on their behalf that we, as a team, will work together to help promote our occupation and industry as the professionals that we are. The days of the screwdriver-and-pliers-wielding handyman performing appliance service are now behind us. Today’s appliance technician is a highly skilled and knowledgeable person who must possess many talents to successfully complete his/her daily tasks. Through the years we have seen many brand names and styles of appliances introduced into our market with some of them coming from offshore and many use a different technique to accomplish the same end results. This fact alone has made it mandatory for a professional technician to constantly improve his/ her skills and knowledge. Today’s customer is much more demanding and critical of the services they receive and this requires that the office personnel and technicians of today’s appliance service company be much more refined and trained in how to best handle these situations. Your skills, abilities, and knowledge can be improved by your attendance at our convention. Yes, it does take an investment to do this, but that investment is repaid in the knowledge you obtain at the convention. You can get certified as a professional at any time, for a fee, by requesting the certification exam(s) which will allow you to show your peers and your customers that you are one of the best. These are available as a Certified Service Manager, Certified Technician and/or Certified Service Specialist. You may take any of these exams at the convention for no additional charge beyond the convention fee. You may also get one-on-one help through our PSA-net e-mail discussion group, where you will almost always find someone more than willing to advise you on problems you have encountered. The relationship between appliance servicers and the manufacturers can always use improvement. The technical schools need our assistance in keeping their programs up to date and enticing the young worker to choose this occupation as their career of choice. Working with Certified Service Center (CSC) and National Coalition of Electronics Educators (NCEE) to better enhance our image in the service industry. These are but a few of the items we are constantly working to improve and fine tune. As we continue into the future we will be working on Industry Relations, Education, Certification, our Service Library and many other projects. I would encourage any and all of you to offer to serve on a committee to help us achieve some of these goals. Should you need to contact any of your elected officers you can always get us through PSA-net, which we all monitor on a regular basis, or by phone; the list is as follows: Don Holman, Chattanooga, TN, President 423-867-8629 Carmine D’Alessandro, Newfield, NJ, 1st VP 856-694-4484 Woody Holloway, Birmingham, AL, 2nd VP 205-672-3107 Ralph Wolff, Toms River, NJ, Director 732-240-2262 Linda Knudsen, Duluth, MN, Director 218-727-5275 Tom Lundin, Hopkins, MN, Director 952-934-5522 Hans A. Hansen, Jr., Queensbury, NY, Director 518-747-8555 Anthony Attanasio, Yonkers, NY, Director 914-968-1510 Wayne Markman, Hamden, CT, Director 203-430-9138 Ron Sawyer, Cohoes, NY, Exec. Dir. 888-777-8851 Two quotes come to mind when I think of an organization, a club or a fraternity and they are: “The happiest people don’t necessarily have the best of everything. They just make the best of everything.”—Author unknown “If you really want to do something, you’ll find a way; if you don’t, you’ll find an excuse.”—Author unknown Let us work together to make PSA the best that it can be. A Letter From Our Outgoing President Ralph E. Wolff Mcap, CSM, PSA Past President It has been my privilege and honor to serve as President of PSA for the past five years. I thank you for the opportunity to give back to my industry and for your confidence in me and to those who worked with me on the board of PSA. You made an excellent choice electing Don Holman as your president. Don is a wise man. He is a man of honor, character and fairness. Don is a man from the trenches like the rest of us. Don understands our industry and its wants and needs for the future. You may wonder how this change will assure progress. Change Professional Service Association / PSA Update 1 / 23 does not necessarily assure progress but progress does require change. Don will assure the progress and change that we need in our industry. Don is very skilled in meeting our industry’s and association’s needs during this time of economic stress. As the leadership changes at PSA, try to look at it like a relay race. Our job is really to do our part of the race and then pass the baton. The new leadership does his part and then passes on the baton to the next leader. And that is how it is and how change happens. Don has been a dynamic member on the board of PSA for a number of years. He has been involved in all of the Industry Development Center’s at PSA and has acquired the education, knowledge and wisdom to address any of the challenging issues that may arise during his tenure. Don also has an exceptional insight into the future needs of our industry and your association. His relationships with industry manufacturers, TPA’s and parts distributors are unquestioned and respected nationally. We as an industry cannot adopt a way of doing business that was acceptable 20 years ago. The world we live in has changed and we must change with it. But change means movement and movement creates friction. Let’s all help reduce any transitional friction and welcome Don as our new President. As for me, well, you’re not getting rid of me too easily. I am happy to serve as your immediate past president and as a director on the board of PSA. My new duties will be to act as chairman of your industry relations committee and help our new president transition into his position as our industry’s new leader. I would also like to welcome Carmine D’Alessandro as our first vice president and Woody Holloway as our second vice president. The future of PSA is in good hands. Thanks to all of the Board of PSA who have unselfishly given of themselves, spent their own money, freely took time from their families and their businesses in order to assure the changes that have helped elevate our industry to the next level. Without their insight and wisdom, what we have accomplished would not have been possible. A special thank you goes out to Ron Sawyer who for 20 years has given of himself, his business and his family to assure your future in your chosen industry. For God and Country, Ralph E. Wolff P.S. Thanks to my wife, Marie, who believes in me and what I do. 2 / 24 PSA February 2009 Register Now! March 12-15 Phoenix, Arizona and Save on This Year’s Convention Registration Join us! in Phoenix, Arizona The Best Part of any Convention is the ability to network with other servicers from all over the country to learn and share from each other’s experiences. This convention is for Service Center Owners, Appliance Instructors and Technicians. What ever your interest or concern is, it all happens at NASC 2009. For the best learning and sharing opportunity in the industry. Good Fellowship, Technician and Management Certification, Great Food and World Class Entertainment. You Can’t Afford Not to Be There! PSA 2009 National All Service Convention (NASC2009) Phoenix, Arizona --- March 12-15, 2009 Yes, sign me up for the convention. I want to be included in all of the fun and excitement of a true national convention that will allow me to network with people in my business from all over the country. Company Name: Address: Phone : Early Bird Rate ( Before Sept 1, 2008)---------$325 Intermediate Rate (Before Nov 1, 2008)-------$355 Full Rate (After Jan 1, 2009)---------------------$395 Spouse Rate (Meals & Entertainment)---------$325 Second Person from Same Company Before Sept 1, 2008--------------------------------$325 Before Nov 1, 2008---------------------------------$335 After Jan 1, 2009-----------------------------------$355 City: Fax: Name: Name: Name: State Zip Fee: Fee: Fee: (MasterCard, Visa or Discover) Credit Card # Send Registration to PSA at 71 Columbia Street, Cohoes, NY 12047 Professional Service Association / PSA Update 3/25 Become a Member of PSA Membership Standards Class A Service Company 1. Company must have a State Tax ID number 2. Company must have a certificate of Insurance 3. Company must have a phone number listed in the local directory showing name and address of Service Company 4. Consumer invoices must show name and address of Service Company and must be presented to Consumers upon receipt of any payment from the consumer Class AA Service Company 1. Company must meet requirements for Class A Service Company 2. Phone calls must be answered by a real person, either contracted or in house employee. (No answering machine during normal business hours) 3. Technicians must present themselves in a clean, neat and professional manner 4. Company must provide a carry-in facility for consumer convenience 5. Company must have at least one vehicle dedicated for the use of service 6. Company must warranty all service work for a period of 30 days to consumer Class AAA Service Company 1. Company must meet or surpass requirements for Class AA Service Company 2. Phone calls must answered by a real person employed by the company in house during normal business hours 3. Office personnel will be available during normal business hours 4. One employee must be designated to expedite consumer problems 5. Factory literature must be in the possession of the company for each brand that the Service Company is authorized for 6. An adequate stock of parts necessary to repair in minimum time for the manufacturers that you represent 7. Service Company must provide a walk-in facility for consumers to purchase parts 8. Test equipment must be adequate for the service of product types you are authorized to repair by the manufacturer (If the Service Company is a non-warranty servicer, then the items that pertain to factory authorized service do not apply) Associate Member Associate members can be Parts Distributors, Product Distributors, Extended Warranty Providers, Software Companies, Manufacturers, NonServicing Dealers, Unclassified Service Companies or any individual that is interested in the welfare of the service industry. Sign Up Now! Company Name:__________________________________ Your Name: __________________Position:____________ Address: _____________________City:_______________ State:____Zip:________ Email address:_______________ Phone: ___________________Number of Employees:____ Date: ___________Your Classification:________________ Method of Payment 1. Check enclosed for $______________ 2. Charge my Credit Card for $____________(MasterCard, Visa or Discover) Account #:_____________________Expiration Date_____ Mail to PSA, 71 Columbia St., Cohoes, NY 12047 -or- fax to: (518) 237-0418 our annual dues are $200 per year, due on the anniversary of your membership each year. What you get for that price is full membership, free participation in PSANet, an email network that provides you with instant news as it happens and direct communication to all members of PSA so that you can network continually all year long. You also get 12 issues of PSA Update published in Appliance Service News, the industry’s most widely read publication that provides you with business information, industry trends, interesting and humorous articles, plus a wide range of topics that are designed to keep you at the top of your game as a service manager competing in today’s business environment. You get to participate in the PSA long distance phone service to keep your expenses down and you get a member’s discount on Service aides like the Blue Book Pricing guide and the PSA Cost of Doing Business Software now available. You can also participate in the PSA Bank Card program that allows you to accept credit cards in payment for your services at low affordable rates and still have the money in your account within 24 hours. We also provide industry approved technician certification based on the latest skill standards approved for 2008. This is the only place where you will be able to achieve your certification as a Master Appliance Technician. We also offer Certified Service Manager certification and certification for support personnel as Certified Service Specialists. PSA provides the industry’s most informative and exciting annual convention designed to provide technical training, management training and certification. PSA’s latest benefit is the PSA Service Library on a DVD containing service literature on popular brands that allow you to access service manuals on demand in the customer’s home. If that isn’t enough reason to become a member, then let’s ask what you can bring to the table to help your fellow servicers survive the challenging times that we all face at this time. Without a doubt, there is certainly strength in unity … Join Today! Y 4 / 26 PSA February 2009 F. Y. I. from Captain Toolhead Doors hard to open in Whirlpool family of side-by-side 2007/2008 models made with “P trap” drain tubes SOME customers find it difficult to open the refrigerator or freezer door immediately after entry into the freezer. A noise can sometime be associated with this issue. Depending on environmental conditions and customer usage, when the freezer door is opened and closed, a vacuum may be created in the freezer compartment. The vacuum is caused when the warm air introduced is rapidly cooled. When this vacuum is present, usually one-two minutes, some customers may find it difficult to open the refrigerator or freezer door. As the interior and exterior pressures equalize, a creaking noise may also be noticed. As soon as the pressure equalizes, the doors can be opened normally and any associated noise will stop. If necessary, a straight drain tube can be installed to shorten the equalization time. Order kit number W10224320 and replace the “P trap” design drain tube with a straight design drain tube. Follow the installation instructions included with the kit. Replacement of freezer doors in all brands/all models of Whirlpool side-bysides with in-door dispensers WHIRLPOOL has introduced new ice and water dispenser systems in side-by-side models. If you need to replace a freezer or refrigerator door, do not assume that all doors are appropriate for every application. Order only the replacement door for the specific model and serial that you are servicing. Do not assume that any other door is appropriate for that application. If you receive a replacement door that has a different wiring harness or the number of wires are different from the original door, do not try to adapt the wiring and do not install the door. Contact your parts distributor to make arrangements to order the proper replacement door. Ice cubes coming out the door in front of the ice bucket and falling into the freezer in any Frigidaire side-by-side with side-mount icemakers. THE likely cause is the auger in the bottom of the bucket is bringing cubes forward faster that the customer is using ice. Add the bale arm extension, part number 218513800, to the ice level sensing arm on the icemaker (see Figure 1). Install the extension on the ice level sensing arm by inserting the loops in the extension over Original production “P” trap Replacement drain tube Programming change to the user interface and main printed circuit boards in Frigidaire counter depth refrigerators WHEN installing a replacement Sigma Main Printed Circuit Board (PCB), it may be necessary to replace the User Interface board (UI) depending on the age of the refrigerator. When replacing the main control board, it will sub to a new part number. (see the chart). The new Sigma Main Printed Circuit Board and new User Interface boards must be replaced at the same time. Order both parts because the original User Interface is not compatible with the new Sigma Main Printed Circuit Board. If only the User Interface board needs to be replaced, the Main Printed Circuit Board does not need to be replaced. Should an error occur after replacing the Sigma Main Printed Circuit Board, check the part number on the User Interface. If it does not match one of the New User Interface part numbers listed, order a replacement User Interface by model number. Substitution Chart for User Interface and Main Control Board User Interface Board Old part number New part number *240596701 *240596702 *240596703 *240596801 *240596802 *241528201 *241528202 *See note *Note: Not compatible with new Main Control Board †240596704 †240596704 †240596705 †240596803 †240596804 †241528203 †241528204 †See note †Note: Compatible with old or new Main Control Board Main Control Board Old part number New part number Voltage 241511101 241511102 241511109 241511107 241511108 **241511111 **241511112 **241511115 **241511113 **241511114 **See note **Note: New Main Control Board not compatible with old Sigma User Interface. Nust update “UI” to new part number 115v 115v 115v 220v 220v the back of the sensing arm and sliding it to the front of the arm. Snap the top retainers over the vertical part of the arm to hold the extension in place (see Fig. 2). Little truths about life: “In squabbles among friends, truce is better than friction.” Appliance Service News 27 Original Equipment Parts Original equipment manufacturers are arranged alphabetically by brand. Authorized parts suppliers — arranged alphabetically by state, community and company name — pay for their listings and thus may not represent all parts sources for a specific brand. Listings are revised for each issue. When ordering parts, provide product model and serial number. Refer also to the ASN Buyers’ Guide to Components & Accessories in this issue. BROAN Range Hoods FRIGIDAIRE Major Appliances IN-SINK-ERATOR All Appliances CALIFORNIA Hooker’s Parts and Service 16306 Garfield Ave., Paramount 90723 Phone: 1-800-359-5081 Nationwide Fax: (562) 531-1858 ILLINOIS ILLINOIS Automatic Appliance Parts Corp. Automatic Appliance Parts Corp. 7757 W. Lawrence Ave., Chicago 60706 7757 W. Lawrence Ave., Chicago 60706 www.automaticappliance.com www.automaticappliance.com CALORIC Major Appliances ILLINOIS Automatic Appliance Parts Corp. 7757 W. Lawrence Ave., Chicago 60706 www.automaticappliance.com GAGGENAU Major Appliances ILLINOIS Automatic Appliance Parts Corp. 7757 W. Lawrence Ave., Chicago 60706 www.automaticappliance.com JENN-AIR Ranges ILLINOIS Automatic Appliance Parts Co. 7757 W. Lawrence Ave., Chicago 60706 www.automaticappliance.com AMANA Major Appliances ILLINOIS Automatic Appliance Parts Corp. 7757 W. Lawrence Ave., Chicago 60706 www.automaticappliance.com DACOR Ranges GENERAL ELECTRIC Major Appliances KITCHENAID BOSCH Major Appliances ILLINOIS Automatic Appliance Parts Corp. 7757 W. Lawrence Ave., Chicago 60706 www.automaticappliance.com Major Appliances ILLINOIS Automatic Appliance Parts Corp. ILLINOIS ILLINOIS 7757 W. Lawrence Ave., Chicago 60706 Automatic Appliance Parts Corp. Automatic Appliance Parts Corp. www.automaticappliance.com 7757 W. Lawrence Ave., Chicago 60706 7757 W. Lawrence Ave., Chicago 60706 www.automaticappliance.com PENNSYLVANIA www.automaticappliance.com All Brand Appliance Parts of PA 1-800-252-7500 Fax: 1-800-375-8876 TEXAS Appliance Parts Depot 4754 Almond, Dallas 75247 U.S.: 1-800-527-2343 www.apdepot.com HUEBSCH Commercial Dryers ILLINOIS Automatic Appliance Parts Corp. 7757 W. Lawrence Ave., Chicago 60706 www.automaticappliance.com LITTON/MENUMASTER Microwave Ovens ILLINOIS Automatic Appliance Parts Corp. 7757 W. Lawrence Ave., Chicago 60706 www.automaticappliance.com DYNAMIC (DCS) Cooking Systems PENNSYLVANIA All Brand Appliance Parts of PA 1-800-252-7500 Fax: 1-800-375-8876 TEXAS Appliance Parts Depot 4754 Almond, Dallas 75247 U.S.: 1-800-527-2343 www.apdepot.com Need back issues? See page 2 Bye-bye, pizza! What happens if you put a frozen pizza in a Whirlpool dishwasher and activate it? “It was gone after about 20 minutes,” Stacy Thomas, a Whirlpool Corp. sales trainee, told WNDU-TV (Channel 16), South Bend, IN. The pizza test was one of the more unusual assignments Whirlpool makes on its sales trainees at a unique training facility near Benton Harbor, MI. The facility is a house, in which up to eight trainees at a time spend seven weeks (ala MTV’s The Real World) living together as an ersatz family while becoming totally immersed in the features of the complete Whirlpool appliance line. “The best way to learn everything about one — the one in the 1930’s) 4. 50% of shoppers used coupons in 1965. 5. More than 35 billion coupons were distributed in 1975. The Old Geezer rating scale: • zero for six = “Just a pup” • one for six = “Does twenty-something ring a bell?” • two for six = “An old geezer wannabe” • three for six = “You get three weeks’ vacation” • four for six = “Ready to retire?” • five for six = “You’re older than dirt” • all six = “You are an old geezer!” our appliances is through hands-on use,” a Whirlpool spokesman told WNDU. The pizza assignment, essentially a variation of the old tale about cooking salmon in a dishwasher, is seen as something to trigger trainee curiosity and break the monotony of keeping house by cooking and cleaning.Ω Layoffs plague the world Electrolux announced in mid-December that it will have cut more than 3,000 jobs through the fourth quarter and in early 2009 after a sharp decline in consumer demand. The ongoing global financial crisis has forced many companies to resort to job cuts to slash costs. Sony, the world’s second largest maker of consumer electronics, also announced in mid-december it would cut 8,000 temporary and contract staff people in addition to 8,000 regular workers. Toyota said its numbers will fall from 9,200 in early 2008 to 3,000 by the end of March. Ω Answers to the Old Geezer Quiz (see page 5) 1. Asa Candler, a druggist in Georgia who bought the formula for Coca Cola for $2,800, gave out handwritten tickets good for a free glass of his new fountain drink. Bonus: The year was 1894. 2. C.W. Post distributed the first coupon worth one cent toward the purchase of his new health cereal, Grape Nuts. 3. The Great Depression (no, not this 28 February 2009 Original Equipment Parts MAYTAG Major Appliances ILLINOIS Automatic Appliance Parts Corp. 7757 W. Lawrence Ave., Chicago 60706 www.automaticappliance.com TEXAS Appliance Parts Depot 4754 Almond, Dallas 75247 U.S.: 1-800-527-2343 www.apdepot.com SUB-ZERO Refrigerators/Ice Makers Components & Accessories Filters MONARCH Appliances OREGON Nor-Mon Distributing, Inc. National Monarch Parts Distributor 1134 S.E. Stark St., Portland 97214 Phone: (503) 234-6215 NUTONE Products NEW YORK NYCSA Appliance Parts 71 Columbia St., Cohoes 12047 (518) 237-2953 Fax: (518) 237-0418 Toll free in NY: 1-800-533-4111 ARIZONA Comm’l Washer/Dryer Parts Appliance Parts Depot 3409 W. Bethany Home Rd., Phoenix 85017 NATIONWIDE DEXTER Phone toll free: 1-800-590-5908 D-Mark, Inc. 1-800-343-3610 NORTHERN ILLINOIS ILLINOIS 25712 D’Hondt Ct., Chesterfield, MI 48051 Automatic Appliance Parts Corp. Appliance Parts Distributor fax: (586) 949-4181 email@example.com 7757 W. Lawrence Ave., Chicago 60656 3900 W. 127th St., Alsip 60658 www.dmarkinc.com www.automaticappliance.com Phone: (708) 371-4477 NORTHERN INDIANA Automatic Appliance Parts Corp. 7757 W. Lawrence Ave., Chicago 60656 www.automaticappliance.com If you’re a pass-along reader of ASN, IOWA why not order your own copy? Automatic Appliance Parts Corp. 7757 W. Lawrence Ave., Chicago 60706 www.automaticappliance.com MICHIGAN Authorized Factory Service 1243 Centre Rd., Auburn Hills 48326 (248) 373-2525 1-800-622-9595 NEW YORK G.A. Service 73/77 Somerset Ave., Hicksville 11801 • A more spacious DishDrawer is being introduced by Fisher & Phone toll free: 1-800-542-2313 Paykel exclusively in the U.S. market. The Tall DishDrawer has a TEXAS deeper top drawer that can accommodate larger plates (including Appliance Parts Depot 4754 Almond, Dallas 75247 oversize decorative types) up to 13 inches tall as well as large U.S.: 1-800-527-2343 www.apdepot.com Et cetera . . . THERMADOR Major Appliances ILLINOIS Automatic Appliance Parts Corp. 7757 W. Lawrence Ave., Chicago 60706 www.automaticappliance.com SCOTSMAN Ice Machines & Refrigeration MICHIGAN Authorized Factory Service 1243 Centre Rd., Auburn Hills 48326 (248) 373-2525 1-800-622-9595 TEXAS Appliance Parts Depot 4754 Almond, Dallas 75247 U.S.: 1-800-527-2343 www.apdepot.com platters. To ease loading, a vertically adjustable rack with independent cup racks has been added. But for small loads, this model provides for loading only half the machine, where only 1.98 gallons of water are required to clean the load, instead of the 2.6 gallons for a normal load. Service technicians will find all components easily reachable through the front of the unit.. TRADE WIND Range Hoods & Ventilators ILLINOIS Automatic Appliance Parts Corp. 7757 W. Lawrence Ave., Chicago 60706 www.automaticappliance.com SPEED QUEEN Major Appliances ILLINOIS Automatic Appliance Parts Corp. 7757 W. Lawrence Ave., Chicago 60706 www.automaticappliance.com VIKING Ranges PENNSYLVANIA All Brand Appliance Parts of PA 1-800-252-7500 Fax: 1-800-375-8876 • Energy efficiency is emphasized on Viking’s first line of commercial cooking equipment that will debut at the National Association of Food Equipment Manufacturers trade show this month in Orlando, FL. The ovens feature cast iron floors that reflect heat back up toward the food being cooked. Burner bowls under the surface burners perform a similar function, thus achieving maximum cooking from created heat, and thus reducing the amount of energy needed to cook meals. The line also includes charbroilers with adjustable cooking grates that maximize the amount of food that can be cooked at one time. • Dacor is looking for a few really filthy grills. And not just ordinary dirty, but fantastically cruddy. The national search is being conducted as part of a promotion for Dacor’s easier-to-clean Epicure outdoor grill line. Contestants are asked to submit a digital photo of their filthy grill for judging by a panel that includes noted barbecue experts and cookbook authors Joe (Joey Mac) McManus and Wayne Styck. Winners will be announced in mid-February, with the top prize (of course) being a Dacor Epicure 36-inch outdoor grill and grill cart, and a year’s supply of Scott shop towels. • Richard Kalsi has tendered his resignation as president of upscale cooking appliance marketer Capital Cooking, citing differences in philosophy in the future direction of the company with some partners in the business. He is succeeded as Capital president by his father Surjit Kalsi. Santa Fe Springs, CA-based Capital manufactures professional style gas ranges, cooktops, downdraft ventilators, outdoor grills and cooktops, as well as outdoor beverage cooling units. Ω Appliance Service News WASTE KING Are you familiar with asnews.com? Appliances ILLINOIS Automatic Appliance Parts Corp. 7757 W. Lawrence Ave., Chicago 60706 www.automaticappliance.com WHIRLPOOL Major Appliances ILLINOIS Automatic Appliance Parts Corp. 7757 W. Lawrence Ave., Chicago 60706 www.automaticappliance.com TEXAS Appliance Parts Depot 4754 Almond, Dallas 75247 U.S.:1-800-527-2343 www.apdepot.com 29 E , n . n 9 Service is BIG business • Call 630-845-9481 or 877-747-1625 • BUY and SELL through ASN! APPLIANCE CONTROL REPAIR • NLA BOARDS OUR SPECIALTY! PCBR — your appliance board rebuild co. Yes, we can rebuild your appliance control board! Referred by manufacturers, parts houses, home warranty companies, thousands of contractors. Fast 7-day turnaround. All ERC’s, timers, controllers, for ovens, stoves, microwaves, all white goods. No parts sales. 6month warranty! email firstname.lastname@example.org/www.pcbr.biz FOR SALE • WHOLESALE APPLIANCES. NICE TRADEins. 100’s available. All brands. $10-50. (405) 6323823 or (405) 408-3233. • EXPERIENCED RECONDITIONING MANager. Multi-store retail/used appliance chain seeks experienced manager for recondition shop in beauiful Colorado. 401k, vacation, holidays, top wages. (303) 525-0142. E-mail: email@example.com • APPLIANCE SERVICE TECHNICIAN. Contract or employee. Move to beautiful front range of Colorado. Over 300 days of sunshine/year. Guaranteed work. Excellent compensation. (303) 336-1586. firstname.lastname@example.org WANTED • WANTED -- ANY SIZE INVENTORIES: appliance parts & clippers including animal clippers, vac; cookware handles & knobs; food & meat grinders & fan parts; as well as cord sets; glass covers & cutlers (shears, scissors, knives); filters for every home use category. Appliance Service and SharpeningCenter, 12821 Main St., Box 14, Rogers MN 55374-0014. (753)-428-4826. HELP WANTED • MOVE TO THE CAYMAN ISLANDS!!! SEEKING a very experienced service technician. Service/install all major brands. $25-$30 US dollar p/hr TAX FREE. Up to $1000 relocation cost paid. $600 per month housing allowance. Email resume to email@example.com Range timer/Stove clock Replacement/Repair • Same day/Next day shipping • All new parts Discover Master Card • One-year warranty Visa • 30+ years experience NEED SOME HELP RUNNING OR SELLING YOUR APPLIANCE REPAIR BUSINESS? Info@generaltimerepairs.com 23500 Hwy 30 Box 24 Carroll IA 51401 Ph: 712-792-1248 WHO E: Y AR THE EY T TH W WHA & HO DID EY DID TH IT: Help us load up ASN’s ONLINE TechCART - FECT S EF E: IT N M O ADVERTISERS INDEX WHO : I AM For more information, please contact Mike Staats at Toolhead, Inc. tollfree at 1-888-665-4323 or email at firstname.lastname@example.org Airsled ................................... 11 Appliance Parts Depot ............. 9 Appliance University .............. BC Captain Toolhead ................... 30 General Time Repairs ............ 30 Mr. Appliance ........................... 5 Reliable Parts......................... 11 RossWare Computing .............. 7 Technical Training Assoc. ..... IBC All classified ads also appear free on the ASN Web site. Non-commercial classified word ads (Help Wanted, Situations Wanted, Businesses For Sale) of up to 30 words are free to paid subscribers first insertion only. Count each word; phone numbers count as one word; street addresses or P.O. Box numbers count as one word; city, state and ZIP Codes count as one word. For selling or purchasing goods or services, classified rates: $1.40 per word per insertion, ten-words minimum; four or more consecutive issues, same copy: $1.20 per word per insertion. Use of blind ASN Box number: $5.00 additional (one-time charge for consecutive insertions). Terms: Prepayment with order (check, Visa, MasterCard accepted). Deadline: 10th of month, two months preceding date of issue; i.e., January 10 for the March issue. Note: Respondents to blind ASN Box number ads — use this style to assure proper delivery by the Postal Service: ASN Box (number in ad), Classified Advertising, Appliance Service News, P.O. Box 809 Saint Charles, IL 60174 30 February 2009 ATTENTION APPLIANCE SERVICE COMPANIES Are You Tired of a Small Profit Margin in Your Appliance Service Business? If your answer to the above question is YES! you need the APPLIANCE SERVICE FLAT RATE SOLUTION The Appliance Service Flat Rate Solution requires only a minimal amount of information in order to be fully customized for your service company. It provides specific flat-rate pricing on all major appliance repairs, including high-end appliances, and it also serves as a presentation tool when explaining your service charges to your customer. Only $130. (Self-print version) Technical Training Associates HC70 Box 3172 Sahuarita AZ 85629 Call (520) 625-6847 or visit www/technicaltrainingassoc.com to order