23
STAR*TECH JOURNAL/OCTOBER 1983
"World-Wide Tech Gene Filipowicz stands by with fire
extinguisher while Service Manager Jerry Aiello works
on board that has been over-fused."
"Bud Wolka demonstrates what operators think we look
like, especially on Friday."
ST J: What improvements can be made to remedy these
problems?
JA: To help us keep their games running, manufacturers should
standardize connectors and pins and list them in the parts
manual under their own part numbers instead of just as part of a
cable assembly. Parts department managers should meet with
service managers, look at a new game, and order parts likely to
need replacement before they are needed.
and articles from both manufacturers and trade publications. I
have every issueofStar*Techsince Vol. I, #1. Igototheshows
every year to get information on the new games, so we can study
up and be prepared to repair them.
ST J: What types of hardware do you use?
JA: We try to use original replacement parts if possible, unless
they are hard to get, or someone else makes a more durable part.
Wico and some other parts-only suppliers have many parts that
are better than originals. I'm sure any major manufacturer would
love to build games that never break. The main problem is:
Operators want high reliability games, but then faint at the price
of the game! Can you blame the manufacturers for trying to keep
prices down by using cheaper parts? Then, when you fix it, using
top-quality parts and skilled techs (who can fix it/aster and
better), they complain about the price of the service! You get
what you pay for.
ST J: What brands of replacement parts do you use?
JA: We use only prime parts from major manufacturers:
National Semiconductor, Texas Instruments, RCA, GE,
Sylvania, etc. - no seconds. I believe it is false economy to use
cheap parts. You increase the risk of a repeat of the same
problem. With the customer's knowledge and consent, we douse
a CRT rebuilding service. This costs about half as much as a new
CRT, and they have a I-year guarantee.
ST J: How long has World-Wide been servicing at this
location?
JA: In Chicago for 40 years. In Michigan for 4 years.
ST J: Are there any areas that you, as manager, plan to improve
upon or update?
JA: My goal has always been to make my service department
the best there is. I am constantly upgrading the expertise of
myself and my staff by reading and filing all tech bulletins, tips
ST J: How does this shop compare to any other you've worked
for?
JA: World-Wide is one of the few distributors that realizes how
important service is to sales. Any game, no matter how good or
how cheap, makes no money when not running. World-Wide
pays for me to attend the shows and any schools I think would be
helpful, so that I can maintain the high level of expertise
necessary.
ST J: Is there anything that sets your operation apart from the
rest?
JA: I have always stressed quality service. It is better to take a
little longer to do it right the.first time, than do it over. Operators
don't like to wait for their game, but they hate to have to bring it
back a second and third time for the same problem. Sloppy,jury-
rigged work returns to haunt you.
ST J: Do you service any other type of electronic equipment?
JA: No. We feel it would be a disservice to our customers to
leave their unit inoperative, and not taking in coins, while we fix a
home video game or other home entertainment device. If our
customers don't make money, they can't afford to buy games
from us and fix their own games.
ST J: What do you predict for the future of this industry -
service-wise?
JA: Constantly increasing complexity. Just look at the history
of the industry - from strictly mechanical to electro-mechanical,
to solid-state, to TTL logic, to microprocessors, to multiple
microprocessors, and now to 16-bit micros, bubble memory, and
laser discs! The service tech must continue to study to keep up
with this evermore difficult job. Also, this industry must realize
that with the high-tech skills necessary to do this job, salaries
must increase. Otherwise, all the new high-tech industries, such
as Robotics, will lure away good techs with higher wages and
better benefits. Techs in this industry don't get nearly enough,
considering what they have to know to do the job.
If you would like to have your shop profiled, write Star•Tech Journal, PO Box 1065, Merchantville, NJ 08109, or call us at 609/662-3432.