So, you want to return something? Our guest commentator for this edition is someone that is no stranger to solving problems, the Answerman. When we asked for a volunteer to write this article, the Answerman's hand immediately went up and he screamed "Oh Please! Please! Pick me! Pick me!" How could we deny him?

Returning Parts to HK Systems or any other vendor for that matter, for Repair? Help Us to Help You! No Problem Found! No Problem reported either! Have you ever tried to fix something that's not broke? Pretty tough, huh? That's a problem that we deal with everyday in our electronics test lab. Oops! I almost forgot, we're not supposed to call it a "lab." That title is reserved for those places that develop cures for our illnesses. Its proper name is the Electronic Assembly and Test Department - but that's too hard to write so I'll just call it "the test lab".

Problem Description? Here's an example of a problem description that we recently received with an item returned for repair. "Does not work!" Pretty vague, huh? Up for a challenge? Your crystal ball working? Please include a detailed problem description with each item returned. The more information you can give us - the more successful we'll be in repairing your item the first time! And the less likely you'll receive your part back with the problem resolution being "no problem found!"

Return the whole assembly? Do not remove items like personality modules, EPROMs, or other memory devices. You may be removing the problem. In some cases we cannot test boards or assemblies that are incomplete.

No Problem Found? What exactly does this mean? Boards that do not fail on our test fixtures are thoroughly tested, maybe even more so than boards with hard failures. Every board received for repair has its history analyzed before being inspected, cleaned, and tested. If a problem cannot be found then the technician puts forth extra effort to "encourage" the board to fail. If the board cannot be "persuaded" to fail then the technician will replace components related to the problem description. This is one more reason for including a comprehensive problem description.
We're sometimes asked why we charge for the repair when no problem could be found. As explained above, we actually spend more time on these boards than boards with hard failures. If the problem is intermittent, we will run the board in a test fixture overnight or over a weekend.
	Packing and Shipping? When ever possible PC Boards and other sensitive electronic equipment should be returned in their original shipping containers. PC boards should be packaged in conductive static proof containers or bags. Larger items such as motors and motor controllers should be shipped in wooden crates. We recently received a very expensive motor controller banded to a pallet and shipped on a flatbed. Doesn't sound too bad? It was snowing that day and the controller was soaking wet! And the top cover was broken from a heavy object that had been placed on top of it! Hey, it's your stuff! Protect your investment!
And another thing...
RA Numbers? When returning parts to us for repair the first thing you need to do is call your parts planner for an RA number. That's a fancy acronym for Return Authorization number. Why do you need an RA number? When you call to return a part to us for repair we assign it a number and instruct you to write it on the outside of the shipping container. Since our receiving department receives hundreds of items everyday, this unique number makes it possible for us to know why this package is being sent to us. Without an RA number, your package will be isolated, the bomb-sniffing dogs will be brought in, and the package detonated! No not really! But it will be set-aside until the next millennium when hopefully; the receiving clerk will have a free moment to investigate. This is how important an RA number is to us. Packages that just "show up," cause us a lot of extra work and in some cases may be sent back! So, help us to help you - call for an RA number and put it clearly on the outside of the shipping container.

What have we learned?
	Always call for an RA number before returning any item to us
	Always include a comprehensive description of the problem
	Always ship in the original container or suitable substitute
	"No problem found" repairs are thoroughly tested

Thanks for taking the time to read my expert observations, The Answerman