Avionics News January 2017 - 34

AVIONICS ER

Continued from page 33

symptoms, they can usually pinpoint the cause of the problem,"
which might be, for example, the lithium batteries hardwired to
different boards in the FMS. "They last three or four years, but
if the operator doesn't get them changed, the FMS will work
great at the end of a flight, and at the start of the next flight
they'll get data bus fail or some other fail, and it usually means
the batteries have failed."
If the symptoms stump the customer support reps, they call
Universal's product support specialists, Nierenhausen said.
"With the part and serial number, they check the warranty status;
if it is under warranty, they get a no-charge loaner or exchange,
whatever they prefer." It depends on the customer, Nierenhausen
added. "Some want to keep their serial number so they take the
loaner we overnight to them, and we repair their unit. If it is out
of warranty, we overnight a rental or nonwarranty exchange
unit. Exchange or rental depends on how many times they want
to swap out a unit. Sometimes, it is more expedient to do the
exchange and use their unit as a core. It is up to the operator to
arrange for the hands-on tech to swap out the units. It doesn't

have to be a Universal dealer; any avionics repair station has the
skill and knowledge to substitute the replacement for the bad
unit."
Flight management systems require special attention because
they run different software, and the airplane is certificated for a
specific version of it. Regardless of whether the unit is a loaner,
rental or exchange, said Nierenhausen, "the software version for
that aircraft must be loaded on it before it is shipped."
Equally important is picking the right courier for shipping
the component to wherever the AOG happens to be, and
with Part 25 airplanes, that would be almost anywhere on the
globe. A manufacturer's "CSRs have to be familiar with all of
the different couriers from FedEx, UPS and DHL to freight
forwarders and counter-to-counter services. Depending on where
the AOG is located, the CSR has to select the most expedient and
cost-effective courier," Nierenhausen said.
Ultimately, communication is important at every step of
remediating an AOG, from the initial call to "letting the customer
know where the thing is at every step of the process," he said.
That includes job and tracking numbers so they always know
the status of their unit so they can track it" and know when their
AOG will again be airworthy. q

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34

avionics news

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january

2017


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Table of Contents for the Digital Edition of Avionics News January 2017

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Avionics News January 2017 - Intro
Avionics News January 2017 - No label
Avionics News January 2017 - Cover2
Avionics News January 2017 - 1
Avionics News January 2017 - 2
Avionics News January 2017 - 3
Avionics News January 2017 - 4
Avionics News January 2017 - 5
Avionics News January 2017 - 6
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Avionics News January 2017 - Cover3
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