Legendary Elecraft Service - not!

[Paul Saville-7]

Having purchased amateur radio stuff from 20 or so different suppliers,
I am surprised to have to report that, after a recent order, Elecraft
has become only the second with which I am not completely satisfied (the
first being Andrews Communications in Sydney.) It appears the legendary
Elecraft service has become a casualty of the rapid growth of the company.

Perhaps I will have to revert to Icomism!

Also, this list has changed over time and is now less relevant to my
interests, so I intend to unsubscribe. I want to say thank you to the
Ron's, Don's and others (and especially Ron ZL1TW SK) who have been
immensely helpful on this list over the years.

QNO 73 de ZL3IN
______________________________________________________________
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

[wayne burdick]

Paul,

The buck stops with myself and Eric. If you have a complaint about our  
customer service, please contact us off-line and we'll deal with it  
immediately. I can assure you that our CS department's response time  
and commitment to solving problems has not wavered.

Example: I was doing a demo of the KX3 for the team yesterday, during  
which I briefly had the monitor gear (a K3 and P3) set up wrong. Dale,  
our CS lead in Watsonville, realized what was going on within a few  
milliseconds, and told me what buttons to push. On the one hand I was  
chagrined that he knew my firmware better than I do, but on the other  
hand, that's why we hired him.

73,
Wayne
N6KR

On Jun 7, 2011, at 3:26 PM, Paul Saville wrote:

> Having purchased amateur radio stuff from 20 or so different  
> suppliers,
> I am surprised to have to report that, after a recent order, Elecraft
> has become only the second with which I am not completely satisfied  
> (the
> first being Andrews Communications in Sydney.) It appears the  
> legendary
> Elecraft service has become a casualty of the rapid growth of the  
> company.


______________________________________________________________
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]

Paul,

These guys own, build, use and test everything.  That is one of the very few
signs of the best, successful companies in the US or anywhere.  There are
few other vendors where find that commitment!  I have been a customer since
1999 or thereabouts and I know what I am speaking as I deal with the crap
from so many other Co's.  Let me also add their process performance
including customer service would embarrass most Co's.  And that is what it
is all about: process, process, process.   I used to teach it and I
personally think Wayne and Eric live by it.  They are tops.  They don't pay
me for this, they should, but I have sent them a lot of $'s for their
equipment.  

Finally, please, anyone reading this, comment off list and let's not
proliferate the obvious.  :-).  This is not a cult, just a passion for
quality....

73,
Bill
K9YEQ


-----Original Message-----

Paul,

The buck stops with myself and Eric. If you have a complaint about our
customer service, please contact us off-line and we'll deal with it
immediately. I can assure you that our CS department's response time and
commitment to solving problems has not wavered.

Example: I was doing a demo of the KX3 for the team yesterday, during which
I briefly had the monitor gear (a K3 and P3) set up wrong. Dale, our CS lead
in Watsonville, realized what was going on within a few milliseconds, and
told me what buttons to push. On the one hand I was chagrined that he knew
my firmware better than I do, but on the other hand, that's why we hired
him.

73,
Wayne
N6KR

On Jun 7, 2011, at 3:26 PM, Paul Saville wrote:

> Having purchased amateur radio stuff from 20 or so different
> suppliers, I am surprised to have to report that, after a recent
> order, Elecraft has become only the second with which I am not
> completely satisfied (the first being Andrews Communications in
> Sydney.) It appears the legendary Elecraft service has become a
> casualty of the rapid growth of the company.



______________________________________________________________
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

[Johnny Siu]

Paul,

Talk to Wayne or Eric direct. I am using a lot of Icom gears and a demanding customer as well. I have no complaint about their services so far.

I trust they will solve your problems. 73 Johnny VR2XMC


Sent from my  iPhone 4

Paul Saville <[hidden email]> 於 2011年6月8日 上午6:26 寫道：

> Having purchased amateur radio stuff from 20 or so different suppliers,
> I am surprised to have to report that, after a recent order, Elecraft
> has become only the second with which I am not completely satisfied (the
> first being Andrews Communications in Sydney.) It appears the legendary
> Elecraft service has become a casualty of the rapid growth of the company.
>
> Perhaps I will have to revert to Icomism!
>
> Also, this list has changed over time and is now less relevant to my
> interests, so I intend to unsubscribe. I want to say thank you to the
> Ron's, Don's and others (and especially Ron ZL1TW SK) who have been
> immensely helpful on this list over the years.
>
> QNO 73 de ZL3IN
> ______________________________________________________________
> 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

______________________________________________________________
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

[george fritkin]

Seems to me there some on this reflector that do not know the difference between doing business with a Company and a Corporation.  The guys at Elecraft know that success is a journey not a destination. Try to do the best always..you bet they do.  Go visit them at their facility you see it first hand.


George, W6GFLove my two K3s



--
______________________________________________________________
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

[David Gilbert]

It would appear that ZL3IN immediately deleted his email address after
he posted his rather petulant message.  It's a dead address now.

Dave   AB7E



On 6/7/2011 3:40 PM, Wayne Burdick wrote:
> Paul,
>
> The buck stops with myself and Eric. If you have a complaint about our
> customer service, please contact us off-line and we'll deal with it
> immediately. I can assure you that our CS department's response time
> and commitment to solving problems has not wavered.
______________________________________________________________
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

[Don Wilhelm-4]

  That appears to be so - my private email to him bounced.  As a result,
I move him to my personal "troll" category.

73,
Don W3FPR

On 6/7/2011 9:52 PM, David Gilbert wrote:
>
> It would appear that ZL3IN immediately deleted his email address after
> he posted his rather petulant message.  It's a dead address now.
>
> Dave   AB7E
>
>
______________________________________________________________
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

[mike]

Having experienced a surprising number of visits from Murphy (of Murphy's
Law) regarding my KPA500 amp #26, I am pleased to report that the culprit
was identified as a bump in delivery. As I understand it, the package, when
sent back to me from Watsonville, suffered a jar strong enough to ever so
lightly shift the heavy power transformer so that it's outer cover was
punctured by the smallest of protruding screws. This caused a short in the
winding which in turn caused the failure to turn on (blown fuses). Now fixed
and modified to prevent failures of this sort in the future, it is due back
to me this morning.
 
Only this time it is not coming via UPS. It is coming via Elecraft, being
hand delivered by an Elecraft employee to ensure the install goes smoothly.
Now I am sure my living close enough for this personal delivery service to
occur makes a difference. But in my mind, it tells me this company means to
CONTINUE exceptional customer service even through a period of growth.
Elecraft is the right choice for me. KPA500 #26 will be on the air this
afternoon, guaranteed!
 
Wayne, Eric and all the Elecraft team. Thanks. You are doing a great job.
 
..mike AI6II
______________________________________________________________
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

[Jim Low man]

Not sure what this guy's problem is, but if he's been on this list "over
time,"
he should know that Wayne and Eric stand behind what they sell.

If I were them, I'd be more irritated that the guy came on the list, tossed
out all of this garbage, and didn't give any explanation of what the
problem was.
No one wants to lose a customer, but what's even worse is to do so
without the
customer giving them a chance to make things right, which we all know that
Wayne and Eric will.

In the absence of searching the archives for his callsign, I'll assume
that he's a
troll, given his hasty departure.

72/73 de Jim - AD6CW

On 6/7/2011 6:34 PM, george fritkin wrote:
> Seems to me there some on this reflector that do not know the difference between doing business with a Company and a Corporation.  The guys at Elecraft know that success is a journey not a destination. Try to do the best always..you bet they do.  Go visit them at their facility you see it first hand.
>
>
> George, W6GFLove my two K3s
>
______________________________________________________________
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

[Dick Dickinson]

All's well that ends well!

 

 

73,

Dick - KA5KKT

 

  _____  

Having experienced a surprising number of visits from Murphy (of Murphy's

Law) regarding my KPA500 amp #26, I am pleased to report that the culprit

was identified as a bump in delivery. As I understand it, the package, when

sent back to me from Watsonville, suffered a jar strong enough to ever so

lightly shift the heavy power transformer so that it's outer cover was

punctured by the smallest of protruding screws. This caused a short in the

winding which in turn caused the failure to turn on (blown fuses). Now fixed

and modified to prevent failures of this sort in the future, it is due back

to me this morning.

Only this time it is not coming via UPS. It is coming via Elecraft, being

hand delivered by an Elecraft employee to ensure the install goes smoothly.

Now I am sure my living close enough for this personal delivery service to

occur makes a difference. But in my mind, it tells me this company means to

CONTINUE exceptional customer service even through a period of growth.

Elecraft is the right choice for me. KPA500 #26 will be on the air this

afternoon, guaranteed!

Wayne, Eric and all the Elecraft team. Thanks. You are doing a great job.

..mike AI6II

 

______________________________________________________________
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

[Phil Kane-2]

On 6/7/2011 6:34 PM, george fritkin wrote:

> Seems to me there some on this reflector that do not know the
> difference between doing business with a Company and a
> Corporation.

  I'm puzzled.  For many years I have been a corporate officer of
  a "company" that once was a subsidiary of a corporation but is
  now incorporated by itself, and therefore a "corporation".  Our
  clients have done the same business with us in the same manner
  "before and after".

  What is the difference that you are referring to?

--  73 de K2ASP - Phil Kane
    Elecraft K2/100   s/n 5402

    VP - General Counsel & Engineering Manager
    CSI Telecommunications Inc. - Consulting Engineers
    San Francisco, CA - Beaverton, OR

______________________________________________________________
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

[Guy, K2AV]

Actually he's been on the list as far back as 2004, though not all that
common a poster.  His current (May '11) QRZ blurb shows him as a K2 owner,
into using it as a data modes platform.

He did go through the ZL earthquake earlier this year. There was some text
that hinted at losing employment because of it.  Who knows what his issue is
or whether he was having a really, really bad day.  I think a clue is
canning his long standing email address.  I think it very unlikely he dumped
a longstanding email address in a "fit of petulance" as one person put it.
 It smells more like life-altering circumstances in his personal life, and
as such I'll just leave that to him, and depart from the matter with one of
these 85-90% hunches that he was having a really, really bad day.  Perhaps
something so bad as losing internet access due to economic issues.

As a software development manager in a past life, I've been on the RX end of
customer outbursts that really reflected customers' quite difficult non-work
circumstances, which finally explained very confusing and unfocused
complaints which could not be worked to resolution at any level in tech
support.  I'm sure that's happened to anyone working with customers long
enough, which is why one needs to have the bartender's tender ear.

And I'll hope to hear from Paul again in better times.

73, Guy.

On Wed, Jun 8, 2011 at 12:33 PM, Jim Lowman <[hidden email]> wrote:

> Not sure what this guy's problem is, but if he's been on this list "over
> time,"
> he should know that Wayne and Eric stand behind what they sell.
>
> If I were them, I'd be more irritated that the guy came on the list, tossed
> out all of this garbage, and didn't give any explanation of what the
> problem was.
> No one wants to lose a customer, but what's even worse is to do so
> without the
> customer giving them a chance to make things right, which we all know that
> Wayne and Eric will.
>
> In the absence of searching the archives for his callsign, I'll assume
> that he's a
> troll, given his hasty departure.
>
> 72/73 de Jim - AD6CW
>
> On 6/7/2011 6:34 PM, george fritkin wrote:
> > Seems to me there some on this reflector that do not know the difference
> between doing business with a Company and a Corporation.  The guys at
> Elecraft know that success is a journey not a destination. Try to do the
> best always..you bet they do.  Go visit them at their facility you see it
> first hand.
> >
> >
> > George, W6GFLove my two K3s
> >
> ______________________________________________________________
> 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
>

______________________________________________________________
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

[Eric Swartz - WA6HHQ]

Folks - Let's close this thread.

As noted below, he has been a customer since 2004. He recent accessory
purchase was his first since then. Since he killed off his primary email
address, we are trying to reach him though all of the email addresses he
has used in the past. Once we reach him, we'll find out what the problem
is and get it corrected.

If anyone reading this in ZL knows Paul, ZL3IN, please let me know his
best contact address and also please let him know we are trying to reach
him. If he wishes, he can email me directly, with a cc: to
[hidden email]

73, Eric  WA6HHQ
List moderator and the 'Buck Stops Here' guy at Elecraft HQ.

---
www.elecraft.com


On 6/8/2011 5:10 PM, Guy Olinger K2AV wrote:

> Actually he's been on the list as far back as 2004, though not all that
> common a poster.  His current (May '11) QRZ blurb shows him as a K2 owner,
> into using it as a data modes platform.
>
> He did go through the ZL earthquake earlier this year. There was some text
> that hinted at losing employment because of it.  Who knows what his issue is
> or whether he was having a really, really bad day.  I think a clue is
> canning his long standing email address.  I think it very unlikely he dumped
> a longstanding email address in a "fit of petulance" as one person put it.
>   It smells more like life-altering circumstances in his personal life, and
> as such I'll just leave that to him, and depart from the matter with one of
> these 85-90% hunches that he was having a really, really bad day.  Perhaps
> something so bad as losing internet access due to economic issues.
>
> As a software development manager in a past life, I've been on the RX end of
> customer outbursts that really reflected customers' quite difficult non-work
> circumstances, which finally explained very confusing and unfocused
> complaints which could not be worked to resolution at any level in tech
> support.  I'm sure that's happened to anyone working with customers long
> enough, which is why one needs to have the bartender's tender ear.
>
> And I'll hope to hear from Paul again in better times.
>
> 73, Guy.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]

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