Bulletin....Bulletin.....Bulletin.....Bulletin.....Bulletin.....Bulletin.....Bulletin.....
TO; All Middleby Marshall Service
Providers with PS770 Papa Johns WOW Ovens
From: Philip L. Fox
Date: March 9, 2007
Hello, we just had a meeting this morning
to discuss a new field issue. We have had a hand full of "after hours
emergency service calls" where the WOW Oven stays in Energy Savings Modes 2
or 3 and the customer's computer can not "wake it up". In all cases, the
operator could break the photocell beam with their hand and the oven
responds by "waking up" preheating both bake chambers and once to set point
temperatures, the conveyor belt will start.
In all these cases, your Service Tech
arrived on job site immediately, but was unable to figure out the solution.
No one looks good.
We have had positive feedback from these
hand full of locations of the fix described by Mike Matthews in the email
below.
In the event you get a service request for
issues like this, first ask them to reboot and or phone Middleby Tech
Support for help for a possible phone fix before you send out your tech. I
was involved with a situation on Wednesday, the customer hesitated to
re-boot his system, but Mike Matthews was able to convince him to try, and
now it has been 48 hours and everything so far is working properly.
Tech Support phone number here at Middleby
is 847-741-3300.....kindly alert all your service dispatchers and field
techs of this new data and solution.
Thank you for your support!
-----Original Message-----
From: Matthews, Mike
Sent: Thursday, March 08, 2007 11:04 AM
To: Birkenmaier, Robert; Fox, Philip; McGann, Daniel; Torgersen,
Steve
Subject: pos system papa johns
Hello, what I am finding is that the managers in the stores are rebooting
their computers once a week.somewhere within that week their computer
system is losing the connection. What they can do in this case is go to
their managers screen ,
click on TURN WOW OVEN OFF . The next step is TO TURN WOW
OVEN ON. When
this happens the computer will automatically verify the connection. Up to
this point this has worked on the locations I have had in the last couple
weeks. I will be speaking with Papa Johns IT
Folks and will have them monitor
some stores.
From what I have seen thus far this problem is in the
customer's computer system/software.
Please keep me informed of any locations you run into on this, get the store
number and address so we can have this monitored. Thanks