A Tale of Two Reviews

Some of my reviews on Google are from disgruntled customers who didn’t get what they wanted (e.g. an inexpensive repair of their 40 year old, worn out entry level stereo equipment). Folks on Angie’s list are different. They’re more than usually happy to pay a fair price for competent work.

“StereoMan fixed our issue of no center sound from our new DVD player. Then he reviewed the wiring of all of our systems: DVD, CD, and satellite, reducing the cables by a considerable number. He did a final check of all our uses and explained what he had done. StereoMan was friendly, gracious, very knowledgeable, and very capable. He knew our equipment and was thorough in his work.”

Then there was this guy who brought me four pieces to evaluate, I only charged him a diagnostic for two, but he was very unhappy when I gave him an estimate on two of them that was more than he was willing to pay and told him the other two couldn’t be fixed, parts not available. Google review:

“This place is a joke. Do not take any vintage audio equipment to them. They ripped me off for 50 bucks. Took them an amp to have contacts cleaned. I don’t think he even took the cover off of it. They also lost parts that I took them for an example. Bunch of idiots if ya ask me.”

The “parts” consisted of a worn out knob, he wanted me to find a replacement for. I told him at the time I’d keep looking if he wanted me to, but he said no, he wanted to “cut his losses”.

Gold Star

Last week I was called to resolve a home theater issue for a retired couple in Haw Creek. The husband had been in engineering so knew a thing or two about my line of work, and had explained when he called that there was a flaw in the speaker system that had knocked out their previous receiver, and caused their new receiver to randomly go into “protect”.

I redid all of the connections on the receiver and replaced some inadequate speaker wire going to the terminals on the wall. I measured a short on one pair of terminals, and for some reason it seemed the terminal board was not well secured. The husband explained that he had had the cabinet remodeled recently and the workers had broken one of the two mounting tabs on the board. He said he had not been able to find a replacement. I told him I was sure I had one with me and would replace it, since I would have to take it off anyway to find the reason for the shorted speaker pair.

Once I had it off the wall, I could see what had happened. The workers had attempted to compensate for the broken tab by gluing a small piece of flat metal in its place. Well, not surprisingly the glue did not hold and the little piece of metal had slipped out of its position and was resting against the speaker terminals.

I did have a replacement, and once I had taken care of that and secured the new board to the wall, put everything back together and it worked just fine. I set all the levels and showed him how to work the new receiver. What an able student! When it was time to settle up, as I was writing the bill I jokingly said I deserved a gold star for finding and eliminating the problem.

As he was writing the check, the wife left the room and returned just a few moments later with a small plastic case full of gold stars. She gave me a half dozen. Little did I know, she was a retired schoolteacher. We laughed and chatted for a few more minutes before I went on my way. I hadn’t gotten that many gold stars even when I was in grammar school!

It can’t be done.

Some vintage stereos are worth many hundreds of dollars, and so even though it make take hours of effort to restore them to proper working condition, it’s economically viable. Others are of great sentimental value to the owner, but there’s a much stricter limit to the monetary investment worth making before the owner says “forget it”. It’s a hard judgement to make in advance. And so, when I was given this vintage “suitcase stereo” to repair, I had to make that decision, and as often is the case, I came down on the side of preserving the equipment even though it was likely I would spend many hours on it that I would not be paid for.

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Call it a “labor of love”.

The stereo was in excellent cosmetic condition, with just a few scuffs on the bottom of the case, no cracks or chips, the interior still shiny, all the print clear and sharp. Mechanically it seemed to be in good working order. The problem was the sound! One channel had no sound at all, and the other was, well, poor. For sure I figured it would need new speakers – no problem there. And I figured I would have to repair the amplifier section. That could be tricky, and time consuming, so I asked the owner if $100 was too much to spend on the job, knowing that the stereo wasn’t worth a whole lot more than that. Knowing too that even at that price, I was likely to take a hit.

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Once I got into it I realized something I should have thought of to begin with: the amplifier circuit used germanium transistors, a type of semiconductor that hadn’t been used in decades. There was no way to find original parts for it, and there was no substitution of modern parts. It didn’t take long to determine that some of them were defective.

Well, no problem, I thought. It would be a lot of extra work and some expense for parts, but I could take the entire amplifier board out and replace it with a more modern amplifier. There wasn’t a whole lot to it, the little stereo only produced about 5 watts per channel. I knew I could get a little stereo amp kit for 20 bucks or so, and a pair of small speakers for about the same. That would leave about 60 bucks to cover my time.

But wait! I just then realized the same circuit board that housed the amplifier also had the power supply on it! Oh no: that meant I’d have to replace the power supply as well. Another kit? It was, thankfully, a very simple power supply. The entire board, amp and power supply, looked like this:

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Unfortunately, the unit was also equipped to run on batteries, so that would have to be taken into account. And, when I began disconnecting and labeling wires, I made a very disturbing discovery — the entire unit was wired for positive ground.

Positive ground! That went out with Edsels and Howdy Doody! How could I combine a modern power supply and amplifier with a positive ground record player and radio tuner??? It can’t be done! Smoke began to pour from my ears.

Eventually I figured it out: I’d have to use isolation transformers on the input end of the amplifier, and separate the “common” connections of the old and the new. Bravo! Except, the impedance of the transformers was very low, and the impedance of the preceding circuits very high. So there’d have to be a buffer circuit. Ahem. Another handful of parts, and another hour of my time to design and build an appropriate buffer that would also integrate with the tone control. I put it all carefully together and glued it down to the back side of the volume controls.

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Having accomplished that, there was one more river to cross: the original power supply was only 10 volts, but the amplifier I had built required at least 12, preferably 15. So I had to find a way to provide both potentials to the two different circuits, even though one was positive ground and the other negative. It can’t be done!

But I figured out a way. I accomplished it with a zener diode and two regular diodes, inserted in the negative side of the supply. This also provided isolation for the batteries, in the event that the unit was plugged in while batteries were present. And, it allowed me to wire the power supply through the power switch, so the unit would turn off whether using AC or the batteries.

It took a lot of additional time to hone the values of the various resistors and capacitors so that the volume level was comparable to the original amp. And it took a lot of additional time to carefully run each wire in its proper location. And then, when I was all done, there was one problem left.

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That large capacitor in the center of the photo? When I put the cover back on, it hit the capacitor, lacking about a quarter inch of clearance. I had to take everything apart one last time, remove the capacitor, and replace it with one that sat on its side rather than standing up. I was truly frustrated by this time, there was so much work that I hadn’t been able to do because of the time I put into this project.

But in the end, everything worked just as it should, and the darn thing sounded like a vintage suitcase stereo when I was done. It “only” took about 12 hours of time, so I reckon I made about $5/hr for my creativity, knowledge, and skill. Worth it? I don’t know. Last week, some bozo who had brought me three vintage stereos that would have required extensive work but were not in good condition and had no sentimental or market value took out his disappointment on me by leaving a scathing negative review on Google, accusing me of ripping him off, claiming that I didn’t even take the cover off his equipment. I even charged him less than my minimum bench fee, but that didn’t matter to him.

People are far more likely to leave a negative review when they are disappointed than to leave a good review when they are satisfied. That’s just a fact of life in my business.

What’s the Catch?

This morning I took a call from a fellow trying to add an AUX jack to his Golf GTI, but he couldn’t get the radio out of the dash. He had bought the right tools to get it out: four flat metal spears that are supposed to release a spring clip in each corner of the stereo that grabs a metal bracket inside the dash. I told him I’d give it a go if he could come by later in the day, so he showed up at 4:30 as planned.

I tried releasing it with my own tools first, working from the passenger seat while he observed from the driver’s seat. He said my tools seemed to be made of better quality than the ones he got from Amazon, but that didn’t matter a bit. I could feel that they were not releasing the spring clips. Could we maybe take the dash apart? He said he had seen youtubes, and it wasn’t easy. “It starts all the way back here,” he said, pointing behind us.

He asked if I had experience removing the front cover from the radio in order to get to the clips. I had, several times in the past, had to do that, but in those cases I was putting in a new stereo so didn’t have to worry about what if something got broken or defaced. But I had had a good day and was feeling extra confident, so I said I could do it with minimal damage.

He was OK with that, so I removed the two tiny screws on the bottom of the faceplate and ver-r-r-r-y slowly and patiently massaged it off of the radio, one by one releasing the plastic clips holding it to the frame of the radio. I got it off with no damage at all, and then the spring clips were exposed from the front, where I could manipulate them with a small screwdriver as well as the removal tool.

Even then it took a lot of effort, and an extra hand from the customer, to wrestle the stereo out, but it finally gave way. I could see why it took so much effort to get it out. The spring clips were bent. No way the removal tool alone would release them.

newrule

Vinyl never died

Currently there are 8 turntables in the shop. So tell me about your love of vinyl!

Madabolic

Wired yet another commercial building today.

MaDabolic Asheville

300+ feet of wire in exposed metal trusses 15 feet off the floor. It was fun, it was easy, and it sounds great!

After this, I can do anything . . .

Finished wiring the Davis Furniture Warehouse tonight: 22 speakers in a 160,000 sq ft building, 24ft ceilings, 7 different rooms, plus stringing the wire through the office area since the amp is in the back. 2000ft of wire. A total of 21 hours of labor in four nights, all between 8 p.m. and 8 a.m.

After completing my walk through (it’s about a quarter mile) and confirming that everything is working correctly, I couldn’t help but think “After this, I can do anything.”

A Lousy Salesman

Yes I am. A lousy salesman.

Customer with brand new custom-made stereo for his big BMW SUV showed up an hour early for his install to look at what products we had for sale. I showed him our 250 watt Schosche subwoofer that we sell for $295 installed. “Never heard of that brand” he said. “Look at this Rockford I can get on ebay for $179! And it’s 500 watts!”

He shows me the Rockford. “That’s a good brand,” says I, “let me look it up and see what it really is. Might be a better deal than what I can offer you.”

Mistake number one, salesman: Never let on that your customer can get a better deal somewhere else.

newrule

So I looked it up. “It’s just a woofer and a box, no amp at all,” I told him. “You’d still have to buy an amp, and pay to have it installed. Of course that’s your choice, and if you choose that, we’d be glad to install it for you.”

Mistake number two, salesman: Don’t make it easy for your customer to make an independent choice.

newrule

Next, I got in the vehicle to look at the radio and the install. I pondered the dash, looked at the way the unit would fit. He watched me for a couple of minutes, then said “You’ve never done one of these before, have you?” I told him he was right.

Mistake number three, salesman: Never admit to your inexperience.

newrule

“That does not bode well,” he said. I could feel his discomfort, and understandably – a very expensive vehicle, and I would say in near showroom condition, although ten years old. “I can tell you’re uncomfortable with me working on your vehicle,” I ventured. He offered no argument. “Well,” said I, “maybe it would be better for you to bring it to someone who does a lot more car stereo than I do.”

Mistake number four, salesman: Don’t ever suggest that there might be a better alternative to yourself!

newrule

I told him about Garner Stereo, a much larger local store that does nothing but car stereo. Angrily, he objected that if I didn’t do the work for him, his whole day was wasted. I countered that it was still early in the morning, and he had the whole day ahead of him.

Mistake number five, salesman: If your customer is angry, don’t argue!

newrule

I won’t begin to recount what choice words he had to describe his experience with my business from that point on. Suffice to say, you would not want your children to be present to hear them. But I will tell you this: I am so relieved that I was such a lousy salesman! And so thankful for my many loyal and happy customers who would rather do business with a lousy salesman like me than take their chances with someone who won’t tell the truth and won’t help them find the best choices to fit their needs.

newrule

Thanks From Another Happy Customer

I love to get snail mail when it’s personal – don’t you? Especially an unexpected thank you note. It’s better than free dessert, I think!

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Noise canceling: follow-up

I posted about a strange feedback problem we encountered with our new Scosche subwoofer in a 2014 Honda Accord that turned out to be caused by a “noise canceling” system in the car, and promised a follow-up. Well, here it is. The customer came back, we disconnected the factory noise canceling system, and the customer was very happy with the work and with our Scosche product. So are we!

For $295 installed, it’s hard to beat this woofer. It’s compact, powerful enough for most people if you’re not into competition or brain damage, and musical enough to fill in the low bass that’s lacking from most car systems. I hope we can continue to offer it at this price point!