Elecraft Support

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I have over the years had Elecraft Support loose my emails from time to time.  Also I have waited days for a response.  Sometimes having to email a second time.  The problem with the email support system is the customer does not know if the email has been received or read.

I have suggested on more than one occasion to Eric and Wayne at trade shows they should consider a trouble ticket based system.  Then the customer could just log onto the system through a web browser and know the status of his request.

At my old place of employment the IT department used this type of system.  Both Ham Radio Deluxe and Logic 9 use a form of this system which I have used successfully.  

Yes there would be some upfront cost but I would venture that it would save the Elecraft support staff time and frustrated customers.  Along with the K4 would it be great if the support system was modernized.

Frank
K6FW

Message: 11
Date: Fri, 24 May 2019 16:04:00 -0400
From: Grant Youngman <[hidden email] <mailto:[hidden email]>>
To: Hisashi T Fujinaka <[hidden email] <mailto:[hidden email]>>
Cc: [hidden email] <mailto:[hidden email]>
Subject: Re: [Elecraft] Elecraft Customer Service - Outstanding
Message-ID: <[hidden email] <mailto:[hidden email]>>
Content-Type: text/plain; charset=utf-8

Since on at least one occasion your unanswered email was discovered in Elecraft?s spam folder, it?s possible your email domain is being flagged for some reason by whatever mail host/service/application is being used at Elecraft.



Grant NQ5T
K3 #2091 KX3 #8342
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[Bob McGraw - K4TAX]

We must realize and understand the e-mail system is not 100%
reliable.    At the same time, most e-mail systems do have a provision
to reply to the sender that the message has arrived at the destination.
   This still does not assure the message has been read.    Another
feature often found is to report back to the originator that the e-mail
has been read by the recipient.    The fallacy of this method is very
often the recipient does not confirm the receipt of the message,
therefore the originator has no clue the message was either received nor
read.

It largely comes down to each of us being more prudent with our e-mails
and frequently follow up with a phone call when a response is not acted
upon in a timely manner.

73

Bob, K4TAX


On 5/24/2019 10:21 PM, Frank via Elecraft wrote:
> I have over the years had Elecraft Support loose my emails from time to time.  Also I have waited days for a response.  Sometimes having to email a second time.  The problem with the email support system is the customer does not know if the email has been received or read.
>
>

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