Good (Equipment) Help

is Hard to Find

By Rebecca Love

For most people in the business of music, gear holds almost equal status as their significant other, their children or their pets. So if you’re in the enviable position of having a GOOD relationship with a repair shop that you trust, consider yourself lucky.

If you are still looking for that particular shop, this column is designed to help you make some important decisions for your lifeblood (i.e. your gear), with a minimum amount of pain. The first place to start is with your friends, colleagues or the place where you bought your gear. If they recommend a shop, great – you’re halfway there!

The next place to check is the manufacturer’s website. They should list several places that are authorized to work on your particular brand and model. If your gear is under warranty, you’ll have to use someone the manufacturer recommends to avoid

nullifying that warranty. Here’s a little secret: the manufacturer may have several shops listed as authorized, but it doesn’t hurt to call the company’s tech support department and ask whom they recommend most. They may have a favorite and are most likely a good judge of character for such matters.

So at this point, you’ve gotten referrals with high praise from your buddies, the place where you bought your gear and the manufacturer. You should still call the shop you plan to use, or you stand the risk of finding out that it’s backed up three months or its only tech that works on your particular brand has run off with a Vegas showgirl. Calling ahead will save you the hassle of loading your stuff in and out of your rehearsal space only to have to lug it back an hour later because the shop wasn’t ready to look at it.

When you call, you’re looking for a “feel” to the place as much as getting answers to actual questions. You should ask what their lead-time is for your particular gear, how much the deposit is and what their bench rate is. You’re looking for an attitude as

much as anything. Do they seem to want your business? Are they answering you clearly and with patience? If you get a bad feeling, don’t go there regardless of how much cheaper/closer/less-booked they may be. Chances are if you aren’t happy with their customer service, then you won’t be pleased with your repair either.

The person answering the phones should be able to give you basic answers to general questions, but don’t expect too much. As far as the specifics of the repair go, any shop will tell you that it can’t give an exact estimate on price or time until it has had a chance to physically examine the gear in question.

Once you have finished all your homework and have found a shop you are comfortable with, it’s time to take a leap of faith. Remember that these folks are in business to help you and your equipment – be kind and understanding to them and they will almost always return the favor. And who knows, a little kindness may even get your gear fixed faster!

Rebecca Love,

Shop Manager and pro audio Diva,

Logical Sound, Atlanta, Georgia