Daily Process Verification
It is critical now more than ever in the game of bowling to verify your lane maintenance procedures on a daily basis. This simply means using your basic senses to ensure the lane machine that is being run has actually performed the task adequately. Why is this you may ask?
Simply put, the daily responsibility of lane maintenance has somewhat shifted away from the operator and directly to the lane machines that are currently being used. Many bowling centers have automated lane machines that move themselves or manual machines that are pre-programmed and the operator simply presses a button while the machine does all of the lane maintenance.
Just remember it is still the responsibility of the operator to ensure the machine has achieved what it was programmed to do. Just because the lane machine went down the lane and returned back to the foul line does not necessarily mean the lane has cleaned and conditioned properly.
Simply training your eyes, ears, and hands to focus on specific aspects of the lane machine as well as the lane surface will give you daily peace of mind and your customers will be more than satisfied with the end result.
If you utilize these simple tips every time you perform lane maintenance your customers will keep coming back for more. The thing that people look for the most in bowling is consistency, not high scoring. However high scoring inevitably evolves from consistency which means there is a way to give your customers both. Just spending an extra ten minutes per day will guarantee your customers satisfaction every time they come to your center to bowl.
Scan the QR code below to view these daily lane maintenance tips.
Sound, sight, and touch will prevent lane maintenance disasters that can occur when everything seems to be operating normally from a lane machine standpoint.
Sound:
Listening to a lane machine while in operation is much like listening to your own personal vehicle every time you start it and proceed to drive. There are different types of noises within all mechanical things that will sound good, bad, or normal. The more you familiarize yourself with the equipment you are running, the quicker you will be able to tell when something is about to fail or already has. Most lane machines have error codes that will shut the machine down in certain situations, but there are a lot of things that can go wrong, and the machine will still appear to be working to the untrained operator.
A great starting point is for you to train yourself and your staff to hear the vacuum motor when the machine is going down the lane and when it turns on and off during operation. Familiarize yourself with the sound of the cleaner pump when the machine is in the cleaning mode. A conventional spray jet pump can have a faulty diaphragm and still spray cleaner, but there will be substantially less volume than what is needed. A peristaltic cleaner pump will change sound as the tubing starts to wear which is a sign that it needs to be changed.
Neither the vacuum motor nor the cleaner pump failing will prompt an error on the lane machine. It will continue to run every lane and you will not know there is a problem until the lanes are turned on for play and by then it will be too late.
Sight:
Visually inspect the lane machine before every use to ensure there is enough lane conditioner, cleaner, and cloth to complete the number of lanes you need to run. If you are operating a battery lane machine, verify there is enough battery power to complete the total number of lanes that are going to be cleaned and conditioned.
Personally confirm that the program settings match the program sheet for the pattern that you will be applying and if applicable perform a volume check for the cleaner output and the oil output for the pattern in question. Proceed to enter the starting sequence to enable the lane machine. Start the lane machine and walk beside it as it travels down lane towards the pin deck.
Pay attention to the data that is displayed on the keypad such as drive speeds, distance traveled, program number being run, and anything else that your lane machine displays. The numbers should always be consistent from lane to lane and if a variance is noticed the operator should stop the machine and investigate why there may be inconsistencies.
Watch the machine as it applies lane cleaner and lane conditioner. Inspect the pin deck area to ensure there is no residue or lane cleaner being left behind and the machine is traveling far enough before it reverses out of the pit. Excess moisture on the pin deck will result in sliding pins, possible out of ranges and reduces scoring due to lack of pin carry. The “Backends” as they are referred to in our industry consist of every inch of the lane past the oil line and up to the pin deck. This area of the lane should be residue free and squeaky clean.
Once the machine returns to the foul line, walk back down the lane and look over the oil pattern that has just been applied. The lane pattern should look relatively smooth and uniform depending on the type of pattern being run. After the machine has returned to the foul line make sure there are no drips of lane oil or cleaner, streaks in the lane pattern, or anything that looks abnormal to what you are used to seeing every day. Once everything has been verified you may continue running the remainder of the lanes.
Touch:
Once the lanes have been cleaned and conditioned, it is always a good idea to at least do a tactile inspection of your backends as well as your lane pattern. This is something lane maintenance personnel have done for decades, and at one part in our history, was the primary inspection regarding the passing or failing of a lane pattern in sanctioned play.
Our Kegel Team has always made a habit of walking our lanes for a visual and tactile inspection after every lane maintenance routine. Walk the length of the lane and locate the end of the oil pattern and confirm all of the lanes have the same look and distance.
Inspect multiple lanes in the backend area to ensure they are clean and free of residue. Use your knuckles as a way to accurately feel the cleanliness of the lane surface by rubbing them across a section of the backend. There should be no marks or film on any portion of the backend of the lane as this will affect carry down and create inconsistent ball motion.
Pick a lane in the middle of the center and use this lane every day as your gauge on what you feel when you run your fingers across the oil pattern at various distances. Start in the head section of the lane eight feet from the foul line. Using your index and middle fingers, lightly place them on the 2 board on one side of the lane and push your fingertips across 2-20 board and get a feel for how the pattern has less oil on the outside of the pattern and more towards the center. Move to the arrow section of the lane and repeat the process. Here you will feel more of a difference between the outside volume versus the inside boards in the lane pattern than you would have at 8 feet. Continue this at 30-35 feet and in the middle of the pattern taper somewhere between 36-44 feey depending on the pattern length.
Most successful lane patterns are crowned in shape or blended from outside to inside by increasing oil volume board-by-board. These patterns will typically be 40-44 feet in length for a standard house pattern and will have a front to back taper of 7-10 feet depending on the lane surface and chemical being used.
If you utilize these simple steps to verify your lane maintenance procedures on a daily basis you can rest assured, you have given your clientele a consistent bowling experience day after day and week after week. As outlined earlier in this article, consistency is the key to happy customers and a successful business operation.
These are but a few suggestions that our lane maintenance personnel uses at every event we do around the world. There are more complex verification procedures that we at Kegel perform at specific events, such as measuring the topography of every lane in the bowling center, monitoring temperature, humidity, and a variety of other things.
In closing, if you are every at an event where a Kegel representative is present, please feel free to approach that individual at anytime to learn more about all of the procedures that we verify to ensure a successful event.
Preparing your Machine for the Fall Season
As many bowling centers close during the summer months, it is especially important to properly prepare your machine to begin a new fall season. If this is not done, it can lead to restriction to flow in the system, or problems with ball reaction at an inconvenient time after the league season has begun.
In order to stay ahead of Murphy ’s Law, I urge customers to follow the Boy Scout motto and “Be Prepared.” You will thank yourself for performing this preventative maintenance on your machine.
The first thing you will need to do is get the machine out and drain the fluids. You will then want to remove both the oil and cleaner tanks individually and perform a thorough cleaning on them and the filters. Inspect the tanks to make sure there is no sediment or residue from the previous conditioner or cleaner left behind. It is important to flush and clean these tanks whether you plan to use a new batch of the same conditioner or intend to switch to a new conditioner altogether.
Once the cleaning is complete and machine is intact, you should turn the machine on and check that oil is flowing freely through the oil lines. You will be looking for a consistent PSI reading. If the pressure readings are too high or too low, this indicates that there may be a problem in the oil lines.
This is also a time of year where many centers will experiment with new oils or patterns. I always recommend that changes be tested before the season begins. This allows time for you to decide what is right for your center and make pattern changes or adjustments if necessary. If your center will be using a new oil, I suggest keeping the same pattern for testing. Changing only one of these variables will give you a better comparison of the new versus the old oil.
This should help to ensure that you maximize your machine’s performance and decrease the risk of problems sneaking up on you once your season has begun. Take care of your machine, and it will take care of you. And if it doesn’t, give one of our Techs a call at 1-800-280-2695.
10 Frequently Asked Questions about Conditioning Lanes
Before making any adjustments to the conditioner pattern, make sure that your lane machine is cleaning properly.
Question: Ball reaction is weak after a game and a half. How do I reduce my carry down?
Answer: Typically the applied oil distance forward is too far creating too much conditioner towards the end of the oil pattern. Reduce the applied distance of conditioner and add to the reverse to prevent the loss of durability.
Question: Ball reaction is strong from the beginning and does not weaken making ball reaction unpredictable. How can I tame my back ends down?
Answer: First, try lengthening the pattern, one foot at a time to the desired result. Second is to change to higher speeds earlier in the pattern to raise the level of conditioner at the end of the pattern.
Question: The pattern plays good from the beginning yet loses hold through the night. How do I increase the hold?
Answer: The applied conditioner on the reverse is what creates durability, this area known as the mid-lane provides direction to the breakpoint and dictates score-ability. Starting reverse oil further down the lane increases hold.
Question: My bowler's tell me "the heads dried out". How do I control early hook?
Answer: First, watch ball reaction, bowlers rarely see what they think they see. In most cases the ball actually hooks too early through the mid-lane. Poor lane surface or lack of conditioner in the lay-down area can also be a cause. In this case, slowing the travel speed in the head area on the return will increase the amount of conditioner in this area. Adding loads in Sanction Technology along with a slower machine speed will increase skid through the heads. However, many times today with the amount of conditioner being applied to the "heads", if the ball is hooking early, there are lane surface issues.
Question: If I get the ball right, it "hangs" outside, 2,8,10 city! How do I create more room right?
Answer: This is a hard one to recognize, because it has multiple and opposite causes.
Too much conditioner on the outside (ball skids too far) or in some cases not enough conditioner on the outside (ball loses energy) can cause "hang".
If the ball skids to far, reducing the length and/or volume of the applied conditioner will help.
A wet/dry condition will result in too much skid inside, giving the appearance of "hang" and a loss of energy if the ball enters the dry too early creating a weaker back-end reaction. Many times the amount of conditioner in the middle is the cause of "hang" and not the amount on the outer boards. Reducing the amount of conditioner in the middle, raising the outside, and using speeds to lower the overall height of a pattern will increase ball reaction and create more playable angles.
Adverse lane topography can affect swing. If this is the issue, reducing the outside condition will allow bowlers to play a more direct line to the pocket.
Question: The bowlers seem to move left very quickly because the track dries up. What can I do to prevent this?
Answer: The volume at the end of the pattern should be slightly more than the outside boards. Applying oil to the track on the reverse can provide more durability without greatly affecting overall ball reaction. With Sanction Technology and board-by-board capability, widening loads one board at a time to get the desired affect can provide the quickest way and retain stability.
Question: How do I determine my cleaner ratio?
Answer: The best idea is to phone the manufacturer for their recommendation. All conditioners are different and clean off the lane differently. For example, Defense lane conditioner is usually stripped at a 4 or 5 to 1 ratio, while Offense can be cleaned at 8 or 10 to 1. This is something that you can experiment with, however, it is not recommended to weaken the stripping solution throughout the entire lane to control the back-end reaction. This can cause for poor cleaning and create numerous other issues.
(Note: With the FLEX lane machine, the ability to weaken the cleaner ratio mix ONLY on the back-end is an option to control back-end ball motion. The FLEX lane machine can keep a strong cleaner mix in the front part of the lane where it is needed.)
Question: How does temperature affect my lane conditioner and lane machine?
Answer: If you are using wick machines, it is highly recommended that you store the machine and conditioner in a place where it is room temperature and will remain constant. This will prevent inconsistent flow through the wicks due to changes in viscosity. In some conditioners, a 1-degree change in temperature can affect viscosity by 2 points cps. This is important for those with Sanction Technology to control the pressure and prevent possible damage to the gauge.
Question: Separate or Simultaneous?
Answer: This is an issue related to wick machines more so than Sanction Technology. Most centers try to reduce depletion one of two ways, either running in separate mode or stopping every so many lanes and letting the machine rest. The separate mode is recommended due to the consistent time in between the oil and strip mode. While the lane is being stripped, the wicks have that time to recover and it is the same from lane to lane. A major issue in resting the machine several times across the center is that it creates a stair step effect of gradually less, than more conditioner, repeated across the lanes.
Question: How does buffer brush wear affect my condition and what should be done upon installing a new one?
Answer: The buffer is designed to taper an oil pattern based off the pattern settings and speeds. As a buffer wears the amount of conditioner at the end of a pattern gradually diminishes over time. This is usually not something bowlers notice and will not come to your attention until you are told that you do not have "three units" any longer. Simply put the brush doesn't hold the conditioner as long as when new and "dumps" it further up lane and creates a steeper taper in the pattern. When replacing the buffer after this gradual wear and even though the pattern settings are the same as when the buffer was new, the effect of a new brush will seem dramatic to the average bowler.
It is highly recommended that this be done in August so the change is not taking place mid-season. The frequency of changing the brush is affected by many factors including number of lanes, how good the lane surface is, and what type of lane surface it is. The more friction the faster the wear. Smaller centers with 24 lanes or less may see two years between buffer changes. Centers with 24 lanes and up may change the brush every year to every six months in centers with a lot of lanes.
“The oil pattern didn’t play anything like it did at home!"
Often times I hear this comment and there are many reasons why this can happen. Frequently, the center that you are going to bowl the tournament in, say for example the USBC Open Championships, is using a different brand of cleaner, different oil, and a different lane surface, not even taking account of one of the biggest differences; topography.
Those are very obvious factors, but often people think that because they have the same lane machine as at the tournament site that it should cover all of those differences. Ultimately, even if you have the same lane surface, oil, cleaner, and lane machine, differences will still remain.
One of the differences we see often is the physical condition of the lane machine. Even though each Kegel lane machine leaves the factory meeting all of our strict adjustment and performance specifications, what happens to it from there is totally dependent on the maintenance (or lack thereof) that is given to it.
For an example, let’s compare two cars: Two 2011 Chevrolet Corvettes.
One Corvette lands in the hands of a business man who uses it strictly as a commuter car. He washes and waxes it every week, changes the oil right at 3000 miles, and always uses synthetic oil. He manages to put 25,000 miles on the car in a 12-month period.
The second Corvette ends up being a rental car. The car is in numerous drivers’ hands many of which perform routine burnouts and jackrabbit starts. This car also logs 25,000 miles in a 12-month span.
Though both of these cars started their life exactly the same, do you think both cars are going to look the same and perform the same after 12 months? Do you think the interiors are going to be the same? It wouldn’t surprise me if the rental car’s transmission doesn’t shift as crisp and probably a few of the basic items are a little more worn out (brakes, parking brake, tires, etc.) All I know is, I’ll take Corvette number 1 and you can take a chance with the rental car - haha!
Knowing this, do you think all lane machines are treated the same? We’ve seen many lane machines after one year look like they’ve never been cleaned! Oil drips out of the vacuum motor (where it never should), the transfer brush is filled with dirt and hair, the paint is peeling off due to cleaner being spilled on it numerous times, and the frame has been tweaked throwing the factory adjustments out of spec since the machine has been dropped more than a half-dozen times due to negligence.
Do you think that this machine I described above will put out the pattern the same way the brand new machines we have at the USBC Open Championships will?
Do you think the pattern will be the same with a machine that doesn’t clean the lane well because the squeegee blades or cushion roller have never been changed?
Do you think the pattern will be the same even if the cleaner tank filter is clogged and the Norprene cleaner tubing hasn’t been changed in over a year which results in half the amount of cleaner coming out (resulting in poor cleaning) and now you’re oiling on top of a film?
Do you think the pattern will be the same even if the transfer brush has so much dirt in it that it keeps the oil in the transfer brush an extra 6 feet down the lane?
Many factors will make a pattern play different from center to center but often one of the biggest is the physical condition of the machine itself. Stay up with the maintenance of the parts that commonly wear out; squeegee blades, buffer brush, cushion rollers, etc., keep the machine clean, and your lane condition will be more consistent from week-to-week and month-to-month.
Like our VP of R&D Mark Davis once said: “Machines that look like new, tend to perform like new.”
How to prevent decreased battery life
As we all know, batteries are not created equal and they do require maintenance. It is important that batteries are charged properly and to make sure the source that is using this supplied power is not abused so that they reach their maximum potential. After reading this, you should be familiar with two causes of decreased battery life and some charging standards for Odyssey batteries.
One of the biggest problems that can decrease battery life is a machine that has been abused. When a machine is not kept clean or well maintained, it can cause an overall higher amp draw and result in the battery dropping out faster.
For example, if the vacuum motor has had waste sucked into it, like the images of abused vacuum motors below, this can greatly affect the battery. Damage like this could hinder machine performance and easily cause a NEW set of batteries to do 25 lanes less than it should.
Another battery issue that is often overlooked is whether the charger is giving the batteries a proper charge. This can take into account any portion of the charging mechanism. The Odyssey batteries require different stages of charging which should be as high as 29 volts within the first 30 minutes of being on charge to as low as 27 volts after being on charge for 6-8 hours. If proper charging does not occur, this will also affect the life of your batteries.
Periodic checking of the charging system along with regular maintenance of your lane machine will greatly extend the life of your batteries.
You just push the button...right?
As I sit in the back of another bowling center, maintaining lanes for another tournament, I have been thinking about that famous line above, partially because I have already heard it at least once today. There are so many stories…some funny, not so funny, and some downright scary if you were in my shoes. I thought a glimpse of what we do behind the scenes could be an eye opener for many. Making things run smooth through chaos can be our biggest attribute sometimes.
The tournament I am currently at is a great example of the time put in outside of actually running lanes. Starting with a flight across the Atlantic and getting off the plane as first light breaks in Europe, which can be OK for those that can sleep on planes. My mind before an event however, runs 100 MPH, so that never happens. Explaining the Lane Mapper to the agent withholding it in luggage was easy THIS trip…first hurdle.
After arriving at the bowling center and plugging in my batteries for the mapper, I realize the charger isn’t working. The adapter that I brought is not converting voltage properly, so a quick google search of local hardware stores and off I go, many Euro’s later, we are in business. I finished mapping half the house around 4pm local time, just in time to head back to the hotel to find there was a new windows update pushed out that wouldn’t allow the PDA from the mapper to connect to the computer. Hacking windows registries until almost midnight and that problem is solved. The bowlers will be happy; they can have their lane map, barring nothing else tries to get in my way.
Arriving the following morning, or same morning if you like semantics, the mapping is finished. Setup the machines, run all the tests and calibrations, study the maps, pick a pattern. Out by 5:00pm, it’s a good day!!!!
Once the tournament starts, it’s the normal day to day obstacles, bowlers take more time than anticipated and we run two machines and catch things up so squads start on time. In 11 days I will be back in the US to start all over again. No rest for the weary.
Thinking of previous events as well, it’s normally not the machines that we deal with when we have problems. I remember going to a major event and doing a test clean on the first set of lanes for testing. I honestly thought something was wrong with my machine. I ran the second machine I had with me and saw the lanes had the same look as the first I did a strip only on.
At first I thought the lanes had a delamination problem, but upon further inspection, there was a film on the lanes from 10-10 that I couldn’t pull up. I scratched it with my finger nail and was able to remove it, but the lane machine would not. Running down the list of things to do. I tried straight cleaner with a rag by hand, that didn’t work. IPA with a rag by hand, two strikes. I don’t like to strike out, so it was time to call the chemical engineer back at the office!
After a few pictures, and a lengthy conversation, she asks me to grab some vinegar from the snack bar. We let it sit on the lane for a few minutes and to my surprise, the film came right off. This means I needed a mild acid based cleaner to clean the lanes and remove the film. Not wanting to hurt the lane bed itself, we found a cleaner that would work from a local hardware store with a little more “potency”, and another problem is solved for the day. Granted I returned to the hotel smelling like a fresh pickle from using the vinegar as a test, but the bowlers would be happy at the end of the day so it was worth the trouble.
During the PWBA tour, I was at an event with one of the most attentive staff I had worked with in quite some time, which saved me from a disaster believe it or not. We had been charging the machines on the far side of the building for testing, and the first day of open practice. No issues all week and it was smooth sailing. I walk into the center after going to get breakfast and one of the staff pulls me aside and says they had moved some things around for my machines.
Apparently, they had some electrical work done earlier in the year for a renovation, and the water heater on the OTHER side of the building was tied to the outlet I had plugged my machines into. They never knew it, nor did I, and it hadn’t been an issue until the center was full of people going to the bathroom and washing their hands making the water heater turn on and ultimately tripping the breaker I had my machines plugged into. They happen to notice that the lights on my charger had gone out and started to investigate on their own. I guess their attentiveness was good on three fronts. They know what the water heater is linked to, people had hot water to wash their hands, and my machines got charged and didn’t die 4 lanes before I finished in the middle of a tournament. Kudos to them for saving me on that one.
What came out that example was a lesson learned, and I now carry a tester for loads and outlets that I use when I go to bowling centers. I had to laugh out loud as I typed that last line. A little known fact is a lot of the upgrades or changes that happen to machines come from the fact that we experience things in the field and want to make them better for the end user. Automatic shut offs after a certain period of time on battery operated machines, suction cups on drip pads, redesigns of certain parts, and numerous software changes based on scenarios we encounter just to name a few.
Lastly, as most know, Kegel provides lane maintenance for a multitude of tournaments, but JR Gold is the most brutal workout a lane technician can go through. No problems have occurred at this event over the years that are worth writing about, but just to give you an idea of the schedule we maintain; seven days of up at 3:30am, pushing the button by 4:30am, and staying at the bowl until 8:30pm through multiple re-oils. We provided 4 of the 8 lane technicians, 16 brand new machines, did almost 14,000 lanes, and we also provided and went through over 50 cases of oil and cleaner. This is equivalent to what a 40 lane bowling center does in 1 year in a week!!! Not to mention the 200+ lane tapes that were read over the course of the week.
Even through all of this, we answer questions for customers that may be at the centers with their children, do our paperwork and answer emails between squads; it is truly non-stop for a solid week. We would not however, have it any other way.
I can only hope that this small glimpse of what one lane technician has experienced over the years, will allow you to appreciate what we do. When my career is over, I could probably write a tell-all book that wouldn’t sell more than 10 copies but would be 200 pages long and one heck of a funny read for anyone in the business.
It all leads to one bottom line, we take pride in what we do, the builders in manufacturing take pride in what they do, and at the end of the day we all try to make things look seamless. Hearing the statement “you just push the button” is actually a compliment. If you walk into the bowling center and see me wrapping up lanes for a tournament and you can say, “You have it made, all you have to do is push a button”, then I have done my job well.
Tick Tock Tech Support
“Hello, thank you for calling the technical support line of (Insert company name here). If you have reached this recording, it means you are calling outside of our regular business hours or all of our support staff are helping other customers. At the tone, please leave your name, company name, phone number including area code, your account number; service tag number; make and model of your product, a brief description of your problem, and a member of our support staff will return your call as soon as possible…”
If I had a dollar for every time I have heard something like this recording, I might be able to buy a private island and retire. Not much is more frustrating than having a major problem with a piece of equipment and reaching a recording.
At Kegel however, we do our best to get you to a person by providing emergency tech support 24 hours per day, 7 days a week. With a response time of 30 minutes or less, you can be certain you will have help with your lane maintenance needs.
No matter how old a customer's machine is or what their problem might be, Kegel Tech Support is free for our customers, and we don’t plan on making changes to this policy any time soon. But to ensure we can support you in the most accurate and timely manner, there are some things we may need to ask you.
The information we will ask at the beginning of a tech call are:
Confirmation of the center’s physical address along with updated points of contact, phone numbers, and e-mails.
Lane machine information: type of lane machine, serial number (can be found on the bottom plate), and the version of the PLC thoughtware. This information can let us know what pattern or upgrade possibilities are available for any specific lane machine.
Lane information: wood or synthetics, and if synthetics, what type, plus the age of your lane surface.
Lane chemicals and supplies currently being used: lane conditioner, cleaner, and cleaning cloth.
If you can have this information available before you call tech support, it will help expedite your call, fix your problem quicker, and we greatly appreciate it.
Apart from lane machine tech calls, we get a lot of calls for oil pattern assistance, but telling us that your lanes are “squirrely” or “spotty” doesn’t tell us much – we need specifics in order to help you the best way possible.
For instance:
Do the backends seem to play tight or is there too much backend?
Is there not enough hold area or not enough swing area?
Is the pattern not holding up long enough, and if so, where are the lanes breaking down the quickest? For example; specifically from boards 8-12 from 25-35 feet.
Once you know that information and you call us, make sure you have the following:
What are the pattern numbers in the lane machine? Do you have a KOSI program sheet of your pattern you can quickly e-mail?
What kind of lane surface do you have? If synthetic, what brand, how old, and are the on top of old wood lanes or not? If wood, when was the last cut and re-coat?
What kind of oil transfer system is in your lane machine – transfer roller, wiper bar, dual transfer brush, or the newest Duo System? Each oil transfer system has its own unique characteristic and oil patterns must be built to complement the system.
If not shown on the program sheet, what is the oil pump set at – 40, 45, or 50 mics?
How many games per lane are you trying to get out of the pattern? Fifteen games per lane (one shift of league play) or more than that?
What kind of oil and cleaner, and what is the dilution ratio of the cleaner?
From this point, the Kegel tech can begin to tweak your oil pattern, or figure out what else might be causing your problems.
what if you have to call another company for support?
While many of the following tips for tech support do not apply to Kegel, they do give advice for tech support calls to companies who might not have a fully staffed tech department on hand.
When we call for support, we want to talk to a real person with an answer to our question, and we want the solution now! Most of the time when we call tech support it’s a crisis breakdown and it must be taken care of post-haste.
So we make our panic-stricken call, and we fall into a mindset that we are the only customer on the planet. We want to get our problem fixed and we want the solution as quickly as possible - we do not want to "leave a message” for the next available tech.
Unknown to us, there may be numerous messages ahead of our own. In our mind we feel that after a couple of minutes, we should be hearing from the support desk. In the real world however, it could take several minutes to receive a call back.
The people working the phones often are helping more than one customer at any one time. They may be trying to walk people through procedures who have no expertise with the equipment - this can be very time consuming.
The number of staffers working the phones can also vary, which can contribute to long wait times for support and call backs. No one can predict the number of calls a tech support desk will get during the course of a day and they are sometimes caught shorthanded.
Another cause for a delay in returning your call might be the fact that you did not give enough information while recording your message - so have all your information ready when you call. Make, model number, part number, and serial numbers are going to be needed. If the tech has to spend time researching what equipment you have, it will add to the time it takes to get your equipment repaired.
Giving a detailed description of the problem and what you have already attempted will help the tech. They can then start the troubleshooting procedure prior to calling you back. This can help you get operational faster.
Patience is needed when waiting for a call back from the support desk. While waiting, try to troubleshoot the problem yourself. Sometimes a solution to the problem becomes apparent after a few minutes away from the afflicted equipment.
When you finally receive that call back from the support desk, take notes! Do not rely on your memory to be able to recall a long sequence of troubleshooting procedures. Note whom you are speaking with and all reference numbers that are given to you.
With this information, you can make return calls to the same person who worked with you earlier. The reference number will allow them to access a case file on your problem, thereby speeding up any potential solutions.
Support techs may sometimes hand you off to a more experienced employee in order to provide you with an answer quickly. These veterans often have years of education in the real world, but are in high demand. It may take extra time to get a response from one of these top level support staffers.
The people manning the support desk are often trying to assist customers who have no experience doing repairs. Do not feel offended if they walk you through some very basic steps while on the phone. They have no way of knowing your level of expertise.
When a problem has been solved, be certain to write down what was done and why. This way if the problem arises again, you have the troubleshooting procedure and any calls to the support desk will be shortened considerably.
After a solution has been implemented, a call to the tech desk is a nice gesture. It will let the company know that you are up and running. If a tech was especially helpful, let a supervisor know. Techs rarely receive a pat on the back.
The next time you call a company’s support desk, try the above-mentioned suggestions. Have patience, speak clearly, speak slowly, and if you are forwarded to a recorded message, don’t run from the phone screaming something about “If I had a dollar for every time I have heard…”
How can a simple water filter become so clogged?
Anyone that maintains lane machines knows how critical routine maintenance is. But one item that often gets overlooked in lane machine upkeep are supply tank filters - the filters in the oil supply tank, filters in the cleaner supply tank, and now with the FLEX lane machine, the water supply tank filter (see help video below). In this feature article of the Inside Line, we’ll focus on the water supply tank and how those filters can become clogged over time, even though it’s "just water".
Most people are aware that all water is not created equal. Water can be hard or soft, and have different levels of calcium, phosphates, nitrates, sodium, potassium, and chloride, along with some uninvited guests depending on the water treatment plants. These substances are known as Total Dissolved Solids (TDS).
TDS is a measure of the “combined content of all inorganic and organic substances contained in a liquid in molecular, ionized, or micro-granular suspended form.” In layman’s terms, TDS is a measure of the amount of the stuff in the water you can’t see.
Knowing the TDS is all well and good but, how will this affect your lane machine filter?
Well, when water sits around, you know that mold and fungus can grow on the water’s surface. The water can become very pungent; you can actually see things growing and the water color changing. Think about bird baths and small fountains that don’t have running water; the stagnant water eventually turns rancid from mold and fungus growth.
When water sits in a container for long periods of time, a bio-film will eventually begin to form. Bio-films form on surfaces like tank walls and filters. Actually, they will form on virtually every non-shedding surface in a non-sterile or very humid environment.
On your teeth, plaque is a bio-film. In your cooling and heating system, bio-film forms reducing the effectiveness of the system. The slimy stuff you see on rocks and pebbles in streams is bio-film. In stagnant pools of water, bio-films can form on the surface.
Basically, a bio-film can form just about anywhere as long as there is a place for the cells to attach; the cells can attach to a solid surface or to each other.
So bio-films form in water, right? Well, why don’t bio-films form in bottled water at the grocery store?
Bottled water is packaged to prevent bio-films from forming. The bottled water you buy from the store is packaged under nitrogen pressure to force out the air. This prevents bio-films from forming in the water while it sits on the shelf. Once the bottle is opened and air is introduced to the system, the bio-film can begin forming. This is one reason why you shouldn’t reuse bottles from bottled water without thoroughly cleaning them.
Bio-film goes through five stages of development:
1. Initial attachment,
2. Irreversible attachment,
3. Maturation I,
4. Maturation II,
5. Dispersion.
The picture below shows how a bio-film develops through each of the different stages.
Five stages of bio-film development
Water quality in a specific location will dictate how fast a bowling center will have bio-film develop. TDS and the specific treatment methods used at the local water treatment facilities will change the water quality. Eventually though, every center will have to clean and/or replace their lane machine water filter at some time.
Just like your coffee maker at home, the water filter and supply tank should be cleaned periodically to prevent the problem. If you never clean your coffee maker, eventually the pump will fail. If you never clean your water supply tank in your single cup machines, a bio-film can form in the water tank.
At Kegel, we recommend removing and cleaning the water supply tank filter once a month. We also suggest flushing out the water supply tank at least every couple months, no matter how often you use your lane machine. The water is sitting in the supply tank the same amount of time no matter how many lanes you are doing a day – always.
This is what happens when filters are not maintained regularly:
A filter that has not been maintained.
If periodic maintenance is not being performed on a simple item like your water supply tank and filter, or any filter for that matter, the liquid in the tank will not flow properly and that will change your dilution ratios. We know changing dilution ratios will change ball motion. But, improper cleaning can also lead to a host of other issues.
Just like Sanction Technology has done for the oil system with process verification, with Kegel’s sprayless cleaner system it's easy to check volume output for water and cleaner. As we always say, “it’s better to know than to hope”, and as any lane person will tell you, it's also better for you to find any issues before your bowlers do.