Once upon a time music, dealers provided plenty of service and support – especially during the explosion of MIDI synthesizers in 1984. But in the mid-90s, there was a big shift in the music instrument retail business because musicians began purchasing via catalogs and the Internet. Brick-and-mortar retailers could no longer afford to maintain support and service departments, and many dropped those personnel or went out of business.

Most operating manuals are not written for teaching situations, so now more than ever music educators need tech support. With computer operating systems changing, hardware/software drivers become out-dated making otherwise good equipment operate poorly, if at all. Rapidly advancing technological innovations bring software updates and user headaches.

Matt Hepworth, owner of software service and support company MIDI Assist, explains this dilemma in an interesting way. He says, "Service is fixing something when it breaks. Support is training and operational assistance. If a customer, for example, purchased a GM automobile at the cheapest price, he or she could take it to any local GM dealer and they'd provide free warranty service. While this is correct for cars, a music customer probably misunderstood the difference between service and support. I tell customers that if their gear was broken, I'd be happy to fix it under warranty, just like the GM dealer. However, I doubt any GM dealer would pull a technician off the line and teach the customer how to repair his or her vehicle. That would be support, not service. So the answer to, ‘Where did all the support go?' is a pretty simple one. The music retail business, like many other businesses, has become low-price driven."

Matt is not embarrassed to point fingers, "It's the Wal-Mart approach. Why pay a penny more when you can get it cheaper at Wal-Mart? High-value takes a back seat to the lowest price possible. And because of that, profits have been reduced across the board. Retailers simply cannot afford to provide the support they used to."

But there is a bright light at the end of this tunnel. As Matt sees it, "While the Internet closed the doors of many music stores, it will also become the savior of high-tech musical instrument support."

The Role-Model Support & Service Companies
Among the many companies across the country that are addressing both the service and support needs of music educators and their schools, I found six in particular that serves as role models:

• Kelly's Music & Computers has locations in Canada and the US and offers worldwide services and training. Phone: (800) 510-4385; Fax: (800) 868-7009; e-mail: sales@kellysmusic.net and Web: KellysMusicAndComputers.com.
• SoundTree, Korg USA, Inc. in Melville, New York has 14 years of experience offering national services and training. Phone: (800) 963-8733; Fax, 631.390.6689; Web: www.soundtree.com.
• Sweetwater Sound of Fort Wayne, Indiana, in association with Lentine Music, has been in business 33 years and provides national and international technology servicing. Phone: (260) 432-8176; fax: (260) 432-1758; and Web: www.sweetwater.com, www.lentine.com.
• The Synthesis MIDI Workshop in Carson, Washington offers national and world-wide service, focusing primarily on the western half of the U.S. Phone: (800) 248-9699; fax: (509) 427-7064; Web: www.midiworkshop.com; and e-mail: klingerm@midiworkshop.com.
• MIDI Assist in Salt Lake City, Utah offers service and support to the greater Rocky Mountain region. Phone: (801) 554-1925; Web: www.midiassist.com.
• Romeo Music in Dallas, Texas for 20 years. Phone: (800) 466-1773; fax (972) 899-0140; Web: www.romeomusic.net; and e-mail: Julie@romeomusic.net.

What Makes These Companies Special

Kelly's Music offers remote technical support, training and consulting services through a variety of online meeting software, including Adobe's ConnectNow and Microsoft Live Meeting, which makes remote technical support and training practical and cost productive. Kelly's Music supports Windows 98 and higher, including Vista and Vista 64-bit, along with any version of Mac OS X. They offer music hardware and software sales, on-site and online training, installation, tech support, consulting and lab design, curriculum development and support, implementation and integration planning, music technology mentoring, installation, and troubleshooting – pretty much anything teachers need help with! I like how you can get an answer from a real person, rather than a hard-to-navigate FAQ section. Their technical team really knows their stuff. One educator wrote, "Kelly's is certainly ahead of the curve in real-world expertise, absolutely unbeatable equipment value, software, and hardware. You fully support the beginner, as well as the top, experienced, hard-headed expert and diverse clientele."

Kelly's Music offers a handy buyer's guide that includes information on what a particular group of products do, and how to choose the correct one. It has detailed comparison charts that allow you to compare any number of products within a category. This can be found at kellysmusicandcomputers.com/categories.asp.

 At kellysmusicandcomputers.com/education.asp, click on "Developing a Comprehensive, Integrated Long Term Music Technology Plan." I highly recommend it.

They also offer extended warranties as part of their lab sales, as well as extended terms and installment payments, and are considering extending this to individual products. They can offer lease agreements for labs that also include software upgrade agreements so that schools always have the latest version of the software they are using.

SoundTree provides turnkey learning systems for education, integrating electronic music instruments, audio components, video production tools, computers and software. SoundTree also provides advice, planning, complete installation services, staff training, and after-purchase support. David Brian Williams, professor emeritus from Illinois State University, says, "When a school needs assistance planning a music lab facility – from room layout, to furniture, to hardware, to software – I always recommend SoundTree. No one else in the music education industry, in my experience, delivers the comprehensive guidance, expertise, and ongoing support, all in one package."

If a customer needs support for an older product line or music system, SoundTree will work with that customer to determine what can be done in terms of servicing or replacing items in that system.

 Their Technical Support provides customers with unlimited lifetime support. This includes hardware, software, and limited training services. With the launch of their new website, SoundTree now offers free online video tutorials for major software titles as well as tutorials that outline how to operate the Korg GEC3. These tutorials stay as current as possible, and are updated with the release of new software and/or hardware. In the very near future, SoundTree will also be equipped to offer educators the ability to enroll in software training and TI:ME courses for graduate credit. David Marsh, vice president for Technology and Education Outreach at Berklee College of Music, tells us, "Berklee has a long-term relationship with SoundTree, and together we have built some of the most cutting edge music teaching and learning facilities in the world."

Tech Support Tips Music teachers are often last on the list for new computers. Fortunately, there is a lot of software that works very well on older computers, so it is worth considering "used" computers from other computer labs that are having their machines upgraded. Computers for Schools is another great resource. It has computers that were donated by companies that are upgrading their computers. Kelly's Music can usually help teachers get music software working on these older computers. Keep all of their license agreements, documentation, media, et cetera, in one location, and keep a record of it. This helps a new teacher understand how many licenses they have for a particular program and how to use it. Not all owner's manuals are terrible! Sibelius, for example, produces an excellent manual that is even humorous at times! Video tutorials can be even more helpful, however, and there are a variety of those available. As well, there are often guides written specifically for teachers. Training should be curricular-goal oriented, not just applications-oriented! Don't think: "How do I use this program?" Think: "How can I use this program to meet my teaching goals?" Never go to a computer store or a guitar store for music technology advice! Don't trust anyone who says there is only "one" solution. Sure Pro Tools is a great program, but that doesn't mean it is the right solution for everyone. It is important whomever you talk to understands your specific needs and gives you all of the options so you can make an informed choice.

SoundTree offers a one-year limited warranty on all Korg GEC products (Korg GEC3, SCI3V3s). They can offer financing with terms determined on a case-by-case basis, including for consignment purchases.

Sweetwater Sound offers technology-based solutions for K-12 music educators and the university level. Complete music technology solutions include music labs, general music, theory and production software and custom-made pro audio computers, plus recording equipment, sounds systems and design, professional audio equipment, keyboards, controllers, MIDI, and audio interfaces. They have an in-house service and repair department. Their 24/7 SweetCare is an automated online technical support (www.sweetwater.com/sweetcare/)  with hundreds of answers to FAQs.

Sweetwater customers have access to an incredibly solid technical support team that has their own VNC client software, allowing them to take control of a client's system (Mac orPC) for remote support.

Sweetwater Sound has now introduced Total Confidence Coverage™, a free, automatic two-year warranty, which comes "in the box" with nearly every product they sell. And if the manufacturer's original warranty is for more than two years, their warranty won't adversely affect it. Parts and labor are free with fast turnaround time, and warranty work is performed by a factory-certified service department.

Check out www.sweetwater.com/financing for info on special financing. Even better is their lend-lease program for schools at: www.sweetwater.com/financing/lfci-express-lease.php. The Sweetwater/LFCI Leasing Advantage lease-to-own option is an ideal solution for public and private schools offering tremendous lease deals on music and pro audio gear with flexible payment options.

The Synthesis MIDI Workshop specializes in educational music software, hardware, and training. They provide several training workshops at The Mike Klinger Music Technology Retreat Center and also provide in-services at school district sites. To date, over 5,000 teachers have studied with Mike Klinger. He has trained all of the U.S. Dept. of Defense Educational Activity (DoDEA) music teachers in the world. Extended warranties are offered on some models. They do not handle older technologies and operating systems.

MIDI Assist is committed to on-line video instruction. Anyone can get hours of video instruction on their software for a reasonable price, regardless of where they purchased that product. It's especially helpful for musicians living in more rural areas who can still get access to a MIDI expert.

Matt Hepworth, the guru behind MIDI Assist, provides hardware, software, and technical service on older and new equipment, plus installation and/or training with daily tech support on all popular software titles including Cubase, Nuendo, Reason, Pro Tools, Logic, Sonar, Cakewalk, Digital Performer, and Live! He also offers support on all computer-based audio and MIDI interface hardware and all high-tech musical instruments including keyboards, synths, sound modules, audio processing devices, and P.A. Systems. MIDI Assist is a complete service and support company that currently does not sell products.

Presently, MIDI Assist does not offer repair services, but is happy to provide setup and training for individuals, students, and staff. He gives driver support for legacy devices and this is increasingly difficult the older the unit becomes. Matt will try to find out if an older device will still work before recommending an upgrade to a currently supported model.

Romeo Music, a music retail company specializing in music software, recording hardware, digital pianos, and turnkey technology music labs, provides answers to questions like: "What's new?" "What do you need?" "What's the best price? "How do I use it?" and, "How soon can I get it?" Their motto is, "If it plugs in, Romeo Music has it." Romeo Music is well known for presenting easy-to-understand recording and software technology clinics and introducing new products to educators at state and national music conventions as well as on-site school staff development workshops throughout the year. Romeo Music services both the seasoned and novice music educator with cutting edge products and personal training tailored to the individual needs. Romeo Music is known for finding simple and effective technology tools to enhance music teaching. They also provide grant resources and other tools for finding funding for technology, and they educate customers to make knowledgeable product choices. They also provide hands-on product training. This company proves that the finest technology tool is worth nothing if you don't know how to use it. Julie Romeo and her team don't shy away from "hand-holding," where there is no assumed knowledge and teachers are comfortable asking any questions.

My Observations
All of these companies were started by educators. In most cases, they can work with you, your IT people, purchasing departments, principals, and anyone else that can make life easier for you and help you use technology to meet your teaching goals. They can help you establish a long-term technology plan that takes into account your curricular goals, funding, and need for professional development. With this kind of help, music educators can be ensured that the technology you choose for today will work for you tomorrow.