Fried PCB board - discontinued - 4 years

[Rc2702]

I have an issue and am unsure of how to solve it.

 

4 years ago a client purchased a product from us which was sold to them at a very good price which is more than $7000 less than retail price.

 

Cost was about $9000.

 

Item worked with no issues for 4 years but suddenly on Christmas Eve nearly 4 years later the product stopped working. Sent it back to producer who advised the PCB inside was fried and as the PCB in that device is discontinued they are unable to fix it.

 

Bit disappointed to hear this and only solution they can offer is a brand new unit which they are offering a 20% discount on.

 

This device is something if used properly and regularly can pay for itself within 4-6 uses. Client cried he only used it 10 times in 4 years but was moaning that he is having to turn away business whilst not having a usable product. Seems like he is saying he has hardly used it on one hand and now he's moaning he is losing business on another.

 

He tried to say if a car has an issue you can normally solve it so why not this? It is not a car btw.

 

I have tried to find an independent repair place but this piece of kit is really specialist and this issue with this device is extremely rare.

 

For electronics surely it is pretty standard to offer a 1 year repair warranty and repair assistance at a cost for upto 3 years. I think the 3 years is generous. 

 

Do you think the manufacturers offer of a discounted unit is a good solution and they are acting with good Intensions given the age of the product?

 

 

 

 

[Crossy]

Do the manufacturer (or you) have the drawings for the board? If it doesn't have anything custom it should be repairable.

 

Any indication as to what is "fried"? 

 

Can you post a photo of the board in question?

 

What is the equipment?

 

Is there a users forum on the net? You'd be amazed just what is out there.

 

Of course, it all depends upon how much business he's turning away with it out of commission, but only 10 uses in 4 years probably means it's not a significant profit centre.

 

[Rc2702]

1 hour ago, Crossy said:

Do the manufacturer (or you) have the drawings for the board? If it doesn't have anything custom it should be repairable.

 

Any indication as to what is "fried"? 

 

Can you post a photo of the board in question?

 

What is the equipment?

 

Is there a users forum on the net? You'd be amazed just what is out there.

 

Of course, it all depends upon how much business he's turning away with it out of commission, but only 10 uses in 4 years probably means it's not a significant profit centre.

 

Hi Crossy 

 

The machine is Russian and I am unabe to find anything related to it other than the russian manufacturers website. It's a non linear junction detector (NLJD) made by nera-s.

 

I cannot post a picture as my supplier has the device and just advised the board was fried. This is not great info I am sorry but also it is weird the user is stating he only used it 10 times, seems a waste of money if he did only get minimal use out of it.

[carlyai]

I have an issue and am unsure of how to solve it.
 
4 years ago a client purchased a product from us which was sold to them at a very good price which is more than $7000 less than retail price.
 
Cost was about $9000.
 
Item worked with no issues for 4 years but suddenly on Christmas Eve nearly 4 years later the product stopped working. Sent it back to producer who advised the PCB inside was fried and as the PCB in that device is discontinued they are unable to fix it.
 
Bit disappointed to hear this and only solution they can offer is a brand new unit which they are offering a 20% discount on.
 
This device is something if used properly and regularly can pay for itself within 4-6 uses. Client cried he only used it 10 times in 4 years but was moaning that he is having to turn away business whilst not having a usable product. Seems like he is saying he has hardly used it on one hand and now he's moaning he is losing business on another.
 
He tried to say if a car has an issue you can normally solve it so why not this? It is not a car btw.
 
I have tried to find an independent repair place but this piece of kit is really specialist and this issue with this device is extremely rare.
 
For electronics surely it is pretty standard to offer a 1 year repair warranty and repair assistance at a cost for upto 3 years. I think the 3 years is generous. 
 
Do you think the manufacturers offer of a discounted unit is a good solution and they are acting with good Intensions given the age of the product?
 
 
 
 

If the client is prepared to pay for the new unit, then get the new unit.


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[Crossy]

11 hours ago, Rc2702 said:

The machine is Russian and I am unabe to find anything related to it other than the russian manufacturers website. It's a non linear junction detector (NLJD) made by nera-s.

Looking at the website the beastie is small and portable so is likely full of ultra small and custom electronics.

 

Sadly I think the manufacturer is right, if they have no spares the unit is scrap