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Old 08-28-2011, 08:12 PM   #1
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2007 30' Classic S/O
Somewhere , South Carolina
Join Date: Apr 2010
Posts: 2,054
Carlisle Actuator Tech Support, Customer Assistance

I replaced my actuator last year with the Carlisle HBA-16, and unfortunately I had a recent problem. I read the owners manual and followed the instructions on trouble shooting to the letter. I was wisely advised to contact Barry Hansel at Carlisle and told Barry my situation. I think rather than go into the details I would rather suggest that reading the manufacturers trouble shooting directions and contacting their Tech Support specialists can pay off big time. We were able to sucessfully get back on the road VERY quickly, but only with the help of Barry and a bit of luck. Barry's contact info is on their website. Trailer Brake Actuators::Carlisle Industrial Brake and Friction

My sincern thanks and appreciation to Barry and Carlisle, I think you all appreciate how important properly working brakes are.

Now, my additional advice. I also take automotive tech calls at work for our company and I'd like to offer some advice about contacting tech support.

Be Prepared.
1. Read your owners manual. It was written and proof read many times by the folks that built your gizmo, they should know it from the ground up.
2. Know your gizmo's model number and serial number if possible. I hear it too many times, all Chevy so and so's are the same, pick a year, it'll work.
3. Accurately state the problem. All too often I get second hand garbled info.
4. Be patient, polite and realistic. Companies do not have a fleet of jets with techs and parts waiting for your call. But I think you'd be suprized what a company that values it's name, reputation and YOUR business can do to help.
5. Try to make your call with a phone that really works. Calling a landline from a cell phone on speaker in the hills and dales of noreceptionville makes it really difficult. It's not the landline that was breaking up.
6. Real digital pictures are potential gold mines of help.
7. Also read the instruction manual while you are installing the product. Many times detailed info is on the companies own website.

Gary
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Old 08-28-2011, 08:46 PM   #2
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2002 30' Classic S/O
Banning , California
Join Date: Mar 2004
Posts: 79
Carlisle tech support

Barry set me right with my Carlisle just last week ! It turned out not to be the carlisle unit, but his immediate attention to my problem was greatly appreciated and was very helpful in solving my problem.
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