One of the nicest things a customer focused business can receive is a message like the one in the picture. I’m proud to say that we get a lot of them.
The above was in response to a member of our team who attended a theatre today to trace and identify an intermittent fault on a DMX controlled LED lighting system. The fault caused lights to randomly remain on; not great for a theatrical blackout.
As always, the appointment was clearly made for a time to cause minimum inconvenience. More importantly, our engineer attended at the booked time. Even more importantly, they had the correct diagnostic tools with them. Our relationship with the customer meant they were happy to leave our engineer to it when they arrived on site.
When the enquiry came in, we took as much information as we could about the problem.
Before allocating a team member, we evaluated the issue and put useful technical information into our booking system for the visit. This meant the allocated engineer could hit the ground running to identify the issue on this multi-universe, DMX controlled, LED lighting system.
Our ETC Authorised Service Centre training meant that our staff member was comfortable in considering the entire system from the control desk, down to the final data terminations at the LED Driver. That, in addition to the fact that our engineer has an ETC desk of their own so is more than comfortable with the equipment. (https://www.etcconnect.com/)
The issue? There were two identified. A poor small wires termination elsewhere in the system and, again, not in the area the problem presented, as well as a piece of equipment which required a factory reset and subsequent rebuild.
After correcting these matters, a flicker test was carried out using our DMX test equipment, as was an analysis of the data packets being sent to the universe. The end result was a happy customer and an engineer who now has even more experience of DMX fault finding.
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