Elecraft

K3- support courtesy

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Bill Clarke

K3- support courtesy

My K3 has been at Elecraft for a week for warranty repairs (out of
service for three weeks). So, I dropped an email early today asking what
the status of repairs was. I never got a reply. So, after a few hours I
sent the email again - after all, emails do sometimes fail to get
through. Before the close of business, I sent yet another email asking
the status of repairs on my K3 (time zones were taken into consideration).

No response from Elecraft at all! In the past I have been pleased with
support. And, I wouldn't question this oversight - except it amounts to
three oversights (three separate emails).

Courtesy is cheap and is what I expect when dealing with a warranty
repair of an expensive piece of equipment. It only takes a moment to
make a quick reply - even if only saying, "No change" or "I don't know."

To ignore my emails either means they are swamped with warranty repairs
or the really don't care about me - the paying customer.

Is this just an anomaly or is this the norm I should learn to expect?

Bill W2BLC
--
IN GOD I TRUST (but, NOT a single politician)
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w0mu

Re: K3- support courtesy

If it was that important to you why did you not pick up the phone and
call? If I expect immediate action I call. If I can wait I will send
an email.

Mike W0MU

W0MU-1 CC Cluster w0mu.net

On 8/6/2012 7:19 PM, Bill wrote:

> My K3 has been at Elecraft for a week for warranty repairs (out of
> service for three weeks). So, I dropped an email early today asking what
> the status of repairs was. I never got a reply. So, after a few hours I
> sent the email again - after all, emails do sometimes fail to get
> through. Before the close of business, I sent yet another email asking
> the status of repairs on my K3 (time zones were taken into consideration).
>
> No response from Elecraft at all! In the past I have been pleased with
> support. And, I wouldn't question this oversight - except it amounts to
> three oversights (three separate emails).
>
> Courtesy is cheap and is what I expect when dealing with a warranty
> repair of an expensive piece of equipment. It only takes a moment to
> make a quick reply - even if only saying, "No change" or "I don't know."
>
> To ignore my emails either means they are swamped with warranty repairs
> or the really don't care about me - the paying customer.
>
> Is this just an anomaly or is this the norm I should learn to expect?
>
> Bill W2BLC

wayne burdick

Re: K3- support courtesy

Administrator

In reply to this post by Bill Clarke

Bill,

This is extremely unusual (it really should *never* happen). I would
assume your email was caught by a spam filter or other anomaly. If you
ever suspect this, feel free to call for status.

Meanwhile, I have called (and emailed) the support staff myself to
make sure your message has gotten through.

Maybe we should use ham radio at such times :)

73,
Wayne
N6KR

On Aug 6, 2012, at 6:19 PM, Bill wrote:

> My K3 has been at Elecraft for a week for warranty repairs (out of
> service for three weeks). So, I dropped an email early today asking
> what
> the status of repairs was. I never got a reply. So, after a few
> hours I
> sent the email again - after all, emails do sometimes fail to get
> through. Before the close of business, I sent yet another email asking
> the status of repairs on my K3 (time zones were taken into
> consideration).
>
> No response from Elecraft at all! In the past I have been pleased with
> support. And, I wouldn't question this oversight - except it amounts
> to
> three oversights (three separate emails).
>
> Courtesy is cheap and is what I expect when dealing with a warranty
> repair of an expensive piece of equipment. It only takes a moment to
> make a quick reply - even if only saying, "No change" or "I don't
> know."
>
> To ignore my emails either means they are swamped with warranty
> repairs
> or the really don't care about me - the paying customer.
>
> Is this just an anomaly or is this the norm I should learn to expect?
>
> Bill W2BLC
> --
> IN GOD I TRUST (but, NOT a single politician)
> ______________________________________________________________
> Elecraft mailing list
> Home: http://mailman.qth.net/mailman/listinfo/elecraft
> Help: http://mailman.qth.net/mmfaq.htm
> Post: mailto:[hidden email]
>
> This list hosted by: http://www.qsl.net
> Please help support this email list: http://www.qsl.net/donate.html

Bill K9YEQ

Re: K3- support courtesy

In reply to this post by w0mu

I agree. They are so busy that emails get lost. The phone is super!!!

73,
Bill
K9YEQ

-----Original Message-----
From: [hidden email]
[mailto:[hidden email]] On Behalf Of W0MU Mike Fatchett
Sent: Monday, August 06, 2012 8:31 PM
To: [hidden email]
Subject: Re: [Elecraft] K3- support courtesy

If it was that important to you why did you not pick up the phone and call?
If I expect immediate action I call. If I can wait I will send an email.

Mike W0MU

W0MU-1 CC Cluster w0mu.net

On 8/6/2012 7:19 PM, Bill wrote:
> My K3 has been at Elecraft for a week for warranty repairs (out of
> service for three weeks). So, I dropped an email early today asking
> what the status of repairs was. I never got a reply. So, after a few
> hours I sent the email again - after all, emails do sometimes fail to
> get through. Before the close of business, I sent yet another email
> asking the status of repairs on my K3 (time zones were taken into
consideration).

>
> No response from Elecraft at all! In the past I have been pleased with
> support. And, I wouldn't question this oversight - except it amounts
> to three oversights (three separate emails).
>
> Courtesy is cheap and is what I expect when dealing with a warranty
> repair of an expensive piece of equipment. It only takes a moment to
> make a quick reply - even if only saying, "No change" or "I don't know."
>
> To ignore my emails either means they are swamped with warranty
> repairs or the really don't care about me - the paying customer.
>
> Is this just an anomaly or is this the norm I should learn to expect?
>
> Bill W2BLC

N5GE-2

Re: K3- support courtesy

In reply to this post by Bill Clarke

Bill,

I looked at your shack photo on QRZ and I think there is a phone in the lower
R/H corner of the photo. If you are so concerned that Elecraft is ignoring you,
why not call them and ask them to tell you what the status of the repairs is?

Tattling to the group here will not help you get your way.

Amateur Radio Operator N5GE
ARRL Lifetime Member
QCWA Lifetime Member

On Mon, 06 Aug 2012 21:19:50 -0400, Bill <[hidden email]> wrote:

>My K3 has been at Elecraft for a week for warranty repairs (out of
>service for three weeks). So, I dropped an email early today asking what
>the status of repairs was. I never got a reply. So, after a few hours I
>sent the email again - after all, emails do sometimes fail to get
>through. Before the close of business, I sent yet another email asking
>the status of repairs on my K3 (time zones were taken into consideration).
>
>No response from Elecraft at all! In the past I have been pleased with
>support. And, I wouldn't question this oversight - except it amounts to
>three oversights (three separate emails).
>
>Courtesy is cheap and is what I expect when dealing with a warranty
>repair of an expensive piece of equipment. It only takes a moment to
>make a quick reply - even if only saying, "No change" or "I don't know."
>
>To ignore my emails either means they are swamped with warranty repairs
>or the really don't care about me - the paying customer.

>
>Is this just an anomaly or is this the norm I should learn to expect?
>
>Bill W2BLC

______________________________________________________________
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Home: http://mailman.qth.net/mailman/listinfo/elecraft
Help: http://mailman.qth.net/mmfaq.htm
Post: mailto:[hidden email]

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Howard Stephenson

W2BLC K3- support courtesy

In reply to this post by Bill Clarke

Bill,
I'm sorry but I don't remember seeing your e-mail.
I know it's no excuse but Mondays are very busy.
When I get back in the office tomorrow I promise that I'll e-mail you an
update.

--
------
73's Howard Stephenson K6IA
Customer Support
------

Buddy Brannan

Re: K3- support courtesy

In reply to this post by N5GE-2

[Sorry n5GE, I forgot how this list is configured.]
Besides that, since we're talking about courtesy, wouldn't it be better, indeed, mor courteous, to assume that there was some other problem with Email delivery, and to then follow that up with a phone call to ask A0 about your problem and B) by the way, did you get my Email? Especially since Elecraft has had an excellent record for customer service responsiveness in the past, it strikes me as ever so slightly rude to assume right off that you're being ignored, instead of some other plausible explanation. For guys who take pride in their work, I might, were I in their shoes, even be a little offended at such an accusation. Of course, if i didn't really care what you thought, i wouldn't be offended, but I get the impression that Elecraft isn't the sort of company that would keep such people on staff for very long.

Vy 73,
--
Buddy Brannan, KB5ELV - Erie, PA
Phone: (814) 860-3194 or 888-75-BUDDY

On Aug 6, 2012, at 10:17 PM, N5GE <[hidden email]> wrote:

>
> Bill,
>
> I looked at your shack photo on QRZ and I think there is a phone in the lower
> R/H corner of the photo. If you are so concerned that Elecraft is ignoring you,
> why not call them and ask them to tell you what the status of the repairs is?
>
> Tattling to the group here will not help you get your way.
>
> Amateur Radio Operator N5GE
> ARRL Lifetime Member
> QCWA Lifetime Member
>
> On Mon, 06 Aug 2012 21:19:50 -0400, Bill <[hidden email]> wrote:
>
>> My K3 has been at Elecraft for a week for warranty repairs (out of
>> service for three weeks). So, I dropped an email early today asking what
>> the status of repairs was. I never got a reply. So, after a few hours I
>> sent the email again - after all, emails do sometimes fail to get
>> through. Before the close of business, I sent yet another email asking
>> the status of repairs on my K3 (time zones were taken into consideration).
>>
>> No response from Elecraft at all! In the past I have been pleased with
>> support. And, I wouldn't question this oversight - except it amounts to
>> three oversights (three separate emails).
>>
>> Courtesy is cheap and is what I expect when dealing with a warranty
>> repair of an expensive piece of equipment. It only takes a moment to
>> make a quick reply - even if only saying, "No change" or "I don't know."
>>
>> To ignore my emails either means they are swamped with warranty repairs
>> or the really don't care about me - the paying customer.
>
>
>
>>
>> Is this just an anomaly or is this the norm I should learn to expect?
>>
>> Bill W2BLC
>
> ______________________________________________________________
> Elecraft mailing list
> Home: http://mailman.qth.net/mailman/listinfo/elecraft
> Help: http://mailman.qth.net/mmfaq.htm
> Post: mailto:[hidden email]
>
> This list hosted by: http://www.qsl.net
> Please help support this email list: http://www.qsl.net/donate.html

Buddy Brannan

Re: K3- support courtesy

In reply to this post by Bill K9YEQ

[Twice in a row…I should probably quit now.]
Wow, what did we ever do before Email?

Seriously, while the support page does say that Email is preferred, it doesn't say *not* to call, and if Email isn't working, I expect calling would resolve the issue and at least let you know what the explanation is for the non-answer of your Email.
--
Buddy Brannan, KB5ELV - Erie, PA
Phone: (814) 860-3194 or 888-75-BUDDY

On Aug 6, 2012, at 10:01 PM, Bill K9YEQ <[hidden email]> wrote:

> I agree. They are so busy that emails get lost. The phone is super!!!
>
> 73,
> Bill
> K9YEQ
>
>
> -----Original Message-----
> From: [hidden email]
> [mailto:[hidden email]] On Behalf Of W0MU Mike Fatchett
> Sent: Monday, August 06, 2012 8:31 PM
> To: [hidden email]
> Subject: Re: [Elecraft] K3- support courtesy
>
> If it was that important to you why did you not pick up the phone and call?
> If I expect immediate action I call. If I can wait I will send an email.
>
>
> Mike W0MU
>
> W0MU-1 CC Cluster w0mu.net
>
> On 8/6/2012 7:19 PM, Bill wrote:
>> My K3 has been at Elecraft for a week for warranty repairs (out of
>> service for three weeks). So, I dropped an email early today asking
>> what the status of repairs was. I never got a reply. So, after a few
>> hours I sent the email again - after all, emails do sometimes fail to
>> get through. Before the close of business, I sent yet another email
>> asking the status of repairs on my K3 (time zones were taken into
> consideration).
>>
>> No response from Elecraft at all! In the past I have been pleased with
>> support. And, I wouldn't question this oversight - except it amounts
>> to three oversights (three separate emails).
>>
>> Courtesy is cheap and is what I expect when dealing with a warranty
>> repair of an expensive piece of equipment. It only takes a moment to
>> make a quick reply - even if only saying, "No change" or "I don't know."
>>
>> To ignore my emails either means they are swamped with warranty
>> repairs or the really don't care about me - the paying customer.
>>
>> Is this just an anomaly or is this the norm I should learn to expect?
>>
>> Bill W2BLC
>
> ______________________________________________________________
> Elecraft mailing list
> Home: http://mailman.qth.net/mailman/listinfo/elecraft
> Help: http://mailman.qth.net/mmfaq.htm
> Post: mailto:[hidden email]
>
> This list hosted by: http://www.qsl.net
> Please help support this email list: http://www.qsl.net/donate.html

T Gahagan-2

Re: K3- support courtesy

In reply to this post by wayne burdick

All of my experiences with Elecraft service have been superb. I always call
(not email) to explain my questions or needs and give them the option of
returning the call or sending me an email. I had a problem with the seating
of the roofing filter in my KX3 this morning and within 30 minutes I had a
response (and a solution to the problem) from Howard. I don't know all the
names of the techs, administrative people, engineers, etc. but if I could I
would like to shake their hands and give them a huge thank you. This is the
reason I will continue to support a US company like theirs. Bravo Wayne and
Eric and all the folks at Elecraft.

Todd, WA7U

-----Original Message-----
From: Wayne Burdick
Sent: Monday, August 06, 2012 7:50 PM
To: Bill
Cc: [hidden email]
Subject: Re: [Elecraft] K3- support courtesy

Bill,

This is extremely unusual (it really should *never* happen). I would
assume your email was caught by a spam filter or other anomaly. If you
ever suspect this, feel free to call for status.

Meanwhile, I have called (and emailed) the support staff myself to
make sure your message has gotten through.

Maybe we should use ham radio at such times :)

73,
Wayne
N6KR

On Aug 6, 2012, at 6:19 PM, Bill wrote:

______________________________________________________________
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Please help support this email list: http://www.qsl.net/donate.html

______________________________________________________________
Elecraft mailing list
Home: http://mailman.qth.net/mailman/listinfo/elecraft
Help: http://mailman.qth.net/mmfaq.htm
Post: mailto:[hidden email]

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Bill Clarke

Re: W2BLC K3- support courtesy

In reply to this post by Howard Stephenson

Thank you for checking for me. I appreciate it.

So far as all the flame throwers - the site asks for emails as the
preferred means of contact. Hence, I used email.

Bill W2BLC
--
IN GOD I TRUST (but, NOT a single politician)
______________________________________________________________
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Don Wilhelm-4

Re: K3- support courtesy

In reply to this post by Bill Clarke

Bill,

While it has no excuse, let me share some possible facts that may have
contributed to your lack of a timely response.

I suspect that there is a contributing factor - the repair person
working on your K3 (or scheduled for the repair) did not receive your
email that was directed to [hidden email] - because the support
people usually do not know the person to whom that email should be
forwarded.

If you included your call and the RSA number in the subject of the
email, that should have been resolved - those two items of information
are the quickest paths to getting a valid response. Not all techs doing
repairs monitor the traffic on the [hidden email] emails. For
instance, I do repairs on the Elecraft legacy gear, and I do not monitor
emails to [hidden email] - that is just too much traffic for me to
handle properly. If those wanting status on gear I have here for repair
do not send to [hidden email], it may be a while before I get the
information. Your call and the RSA number in the subject of the email
are important for it to get prompt attention.

What that means is - if a customer sends a query about the status of a
repair I am handling to [hidden email], it will be quite a while
before someone figures out that I have been assigned to that repair and
I finally get the email query.

Madelyn hands out the RSA work to the available techs, so an email to
[hidden email] will usually obtain a timely response - she knows
where to direct the question.

Sorry for your lack of response, and I hope my explanation will help you
to understand why you did not receive a response. I know that is an
"excuse", but is really "the way it is". Perhaps someone will come up
with a solution, but for the real- time interval, [hidden email]
is the place for questions until an RSA has been issued, and after that
an email to [hidden email] (or [hidden email]) is the quickest
way to route your question to the proper place.

Repairs are done all over the globe - yes, Watsonville, CA, but also
Arizona and North Carolina as well as in Japan, and Germany and Italy.

Again, once an RSA has been issued, your short path to status
information is to contact the person you shipped the transceiver to (if
you know that), but lacking that information (because it was shipped to
Watsonville), contact [hidden email] or [hidden email].

OK, I am not trying to make apologies or excuses, I am hopefully
communicating the real world situation of what exists today and giving
you some clues as to how to best work with the current conditions.

Elecraft is expanding - there are at least 2 additional people in the
sales office that I have not yet been introduced to (I only see their
names - I am in North Carolina and communicate mostly via email), and
there have been additional people in the support organization that I
have not yet had "encounters" with. That may mean that it is time to
review the old communication paths that worked well with a smaller
staff, but those older paths may now have some failings and may be in
need of updating or further coordination - I leave that question and
answer to Wayne and Eric..

73,
Don W3FPR

73,
Don W3FPR
On 8/6/2012 9:19 PM, Bill wrote:

Johnny Siu

K3- support courtesy

Hello Bill,

As an overseas user, the only communication means for me with Elecraft is via email. From my past experience with the support crew in elecraft, they gave me their replies well within 24 hours.

Don is correct that the repair technicians are not necessarily the same crews in support section. The RSA# issued by Elecraft is very good reference for communication with them. In my correspondence with elecraft, I always include my callsign, K3 serial number and RSA#.

Again, as said by Don, Madelyn will be a good point of contact by giving her your RSA#. She has great patience in answering questions. I once asked her about the details of overseas shipping costs. She took the trouble to give me comprehensive answers.

When you get back your repaired K3 from Elecraft, you will be given a summary report with information of contact personal. You can contact that particular technician / elecraft staff if you have further questions about the repair.

The above was my own personal experience. For my own educational purpose, I did write to the technician who repaired my radio for further technical details of the repair work done.

TNX & 73,

Johnny VR2XMC

________________________________
寄件人︰ Don Wilhelm <[hidden email]>
收件人︰ Bill <[hidden email]>
副本(CC)︰ [hidden email]
傳送日期︰ 2012年08月7日 (週二) 11:57 AM
主題︰ Re: [Elecraft] K3- support courtesy

Bill,

While it has no excuse, let me share some possible facts that may have
contributed to your lack of a timely response.

I suspect that there is a contributing factor - the repair person
working on your K3 (or scheduled for the repair) did not receive your
email that was directed to [hidden email] - because the support
people usually do not know the person to whom that email should be
forwarded.

If you included your call and the RSA number in the subject of the
email, that should have been resolved - those two items of information
are the quickest paths to getting a valid response. Not all techs doing
repairs monitor the traffic on the [hidden email] emails. For
instance, I do repairs on the Elecraft legacy gear, and I do not monitor
emails to [hidden email] - that is just too much traffic for me to
handle properly. If those wanting status on gear I have here for repair
do not send to [hidden email], it may be a while before I get the
information. Your call and the RSA number in the subject of the email
are important for it to get prompt attention.

What that means is - if a customer sends a query about the status of a
repair I am handling to [hidden email], it will be quite a while
before someone figures out that I have been assigned to that repair and
I finally get the email query.

Madelyn hands out the RSA work to the available techs, so an email to
[hidden email] will usually obtain a timely response - she knows
where to direct the question.

Sorry for your lack of response, and I hope my explanation will help you
to understand why you did not receive a response. I know that is an
"excuse", but is really "the way it is". Perhaps someone will come up
with a solution, but for the real- time interval, [hidden email]
is the place for questions until an RSA has been issued, and after that
an email to [hidden email] (or [hidden email]) is the quickest
way to route your question to the proper place.

Repairs are done all over the globe - yes, Watsonville, CA, but also
Arizona and North Carolina as well as in Japan, and Germany and Italy.

Again, once an RSA has been issued, your short path to status
information is to contact the person you shipped the transceiver to (if
you know that), but lacking that information (because it was shipped to
Watsonville), contact [hidden email] or [hidden email].

OK, I am not trying to make apologies or excuses, I am hopefully
communicating the real world situation of what exists today and giving
you some clues as to how to best work with the current conditions.

Elecraft is expanding - there are at least 2 additional people in the
sales office that I have not yet been introduced to (I only see their
names - I am in North Carolina and communicate mostly via email), and
there have been additional people in the support organization that I
have not yet had "encounters" with. That may mean that it is time to
review the old communication paths that worked well with a smaller
staff, but those older paths may now have some failings and may be in
need of updating or further coordination - I leave that question and
answer to Wayne and Eric..

73,
Don W3FPR

73,
Don W3FPR
On 8/6/2012 9:19 PM, Bill wrote:

______________________________________________________________
Elecraft mailing list
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Post: mailto:[hidden email]

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______________________________________________________________
Elecraft mailing list
Home: http://mailman.qth.net/mailman/listinfo/elecraft
Help: http://mailman.qth.net/mmfaq.htm
Post: mailto:[hidden email]

This list hosted by: http://www.qsl.net
Please help support this email list: http://www.qsl.net/donate.html

C L Jonkers

Re: K3- support courtesy

In reply to this post by Bill Clarke

I've never had a failure of an Elecraft product. On the other hand construction
questions, parts and software issues have consistently been handled promptly by
the staff using Email on not so "critical" problems or by phone on more
immediate ones.

They never whined or complained about a mistake of mine taking up their busy
time. A harried staffer did apologize for misunderstanding an issue once.

Meanwhile, Elecraft radios outperform everything else I've ever had in my shack.
Great products, great service, outstanding personnel.

73,
Neil NJ6L
______________________________________________________________
Elecraft mailing list
Home: http://mailman.qth.net/mailman/listinfo/elecraft
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Post: mailto:[hidden email]

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Eric Swartz - WA6HHQ

Re: K3- support courtesy

Administrator

In reply to this post by Bill Clarke

Hi Bill,

I apologize for the delay replying to your support email. We've checked
ALL of our email systems and there is no record of your email. Can you
tell me which email address you sent your email to? (Feel free to reply
via direct email to me.) When we have run into complaints like this in
the past, it frequently turns out the sender had a typo in the email
address or was sending it to the wrong address.

Madelyn, [hidden email] , coordinates all of our support RSA's so
she is the best person to contact for a repair's status. She is probably
the person who interacted with you when you received your RSA. I see
Howard replied to your Elecraft list posting from home last night, so
I'm sure he will work with Madelyn to get you your info today.

Please note that we also had a short outage of email to my
[hidden email] email address, [hidden email], [hidden email]
and [hidden email] early yesterday morning. Somebody attempted to
hack our main email server and we spent a good part of the morning
fighting this off and making sure everyhting was OK.

In general, we strive to reply to emails as quickly as possible, usually
the same day, but this can also take up to the following day when the
support load is high and/or the email arrives later in the day. Mondays
in particular can be extremely busy here as we all deal with the very
large backlog of order, support and pre-sales question emails from over
the weekend and the surge in Monday phone calls. It feels like we're
'off to the races' as soon as we walk in the door :-)

Also, it is -always- OK to call us if you have an urgent question or are
not sure an email has been received.

As a side note, we occasionally receive emails late Friday or over the
weekend, and then receive a follow up complaint that same weekend,
before we come to work Monday, that we have not replied to their
question. While we can be obsessive about support (some of our support
engineers have been known to occasionally sneak a look at emails late at
night and over the weekend - as evidenced by Howard's reply to your list
posting last night) we can't require them to do this ;-)

Lastly, should you fail to get a prompt response from us, you may
-always- email me directly.

73,

Eric
---
www.elecraft.com

On 8/6/2012 6:19 PM, Bill wrote: