Nice to have a good chat while picking up the transformer, enjoying some windy spring weather. For the benefit of others, I'll fill in the story. I got the transformer from John (Hyperion) but my initial call to the Surrey Amp Hospital guy was not encouraging. I asked if I could drop the transformer in without waiting for the job sheet to be sent. "Stan's not sure if we have the parts for this type of transformer". "It probably just needs a thermal fuse" "Err.., I'll get Stan to call you back". He didn't. He told me he had my number from the caller display. As I got closer to Surrey I called them, several time. Each time I called it would be diverted then drop out. I wasn't that easily deterred. I knew the road name but had no house name or number. Luckily I found a postman "Where would I drop something off for Surrey Amp Hospital". Postman know everything about their rounds. He led me to a driveway tucked behind a wall and some big black gates. He showed me the small bell button, sitting high on the wall of a nondescript garage or storeroom off the side of a small house. I thanked him and rang it. Eventually someone poked their head out. I explained who I was. "Oh, yes the Sansui". Inside was stacked full of guitar amps in various states of repair. Perhaps the Sansui is a little out of their usual line of work. At least we knew they had a winding machine and probably the experience to repair the transformer properly, if they could only be motivated. I exhanged a few words with Andy, who tests the guitar amps on completion, but Stan, the mysterious tech guy, was not there. Finally the transformer was signed onto a job sheet and went into the system.
it may seem a strange situation for non-Brits. Certainly as an Aussie, coming from a service culture heavily influenced by our proximity to SE Asia, such reluctant service seems alien, even to me after more than 10 years here. Paying customers regarded as a bother, especially if there's already a bit of work for the week. And being British, they cannot simply tell you they don't want the work. You have to read the subtle clues or guess. Aussies prefer to be blunt, a bit like the Dutch, but in a customer service regard the Dutch are more like the Brits. Over several years living in Amsterdam, I found the Dutch may have the characteristic forthrightness of Australians, but on top of that bluntness they also seem to despise expectations of customer service. The first time my wife and I were living in the Netherlands we had a beautiful 16th Century apartment on the Keizersgracht, courtesy of my wife's employer, completed with a grand piano and rare antiques. I wanted to find a key to an old desk in the master bedroom. There were lots of antique stores around the corner on Nieuwe Spiegelstraat. One shop was full of antique desks, dressers and wardrobes. Their keys seemed to beckon me in. It was about 3:30pm, an hour before the 4:30pm closing, advertised on the door. I asked if the manager could help me. "No" "Why ?". "I'm closing". "But your sign says 4:30pm". "I'm going home". The next day I returned at 2pm, hoping to give him no excuse. To my surprise an Australian guy was in his place. "I want to find a key to fit an old desk" "Sure". He leapt up, emptied a pencil jar onto a desk and filled it with every type of key he could find, from all their antiques "Try these" he beamed, handing me the jar. I soon found one that fitted, returned the rest and asked him if I could get a copy made. "Take that and drop it back later, anytime, or tomorrow if you prefer".
Now I don't want people to think I'm not fond of the Dutch or the English, quite the contrary. but customer service is just not their thing. Of course John (Hyperion) is one of the rare exceptions to the rule.
For now all we can do is hope these guys come through and soon. John prepared a dossier of helpful information for them to work off, stopping only short ot the actual winding instructions "Knit one, pearl one". Filling in all the necessary bureaucracy might be enough to carry it through to a repair, however slowly. The Brits love their bureaucracy and it might help erase the stain of (some might consider) a bit of "pushing in" before the job sheet was issued, Queue jumping is considred a social crime in Britain, ranked just behind regicide for its undesirability.
