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Repair policy for DOA factory assembled products?

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Joe Marler

Repair policy for DOA factory assembled products?

For factory assembled new products which are immediately found defective or
inoperative upon receipt, and where this is confirmed by Elecraft support,
what is the repair or replacement policy? Are these submitted to the repair
queue with all other warranty repairs?

Joe, KQ1Q
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Ian Kahn, KM4IK

Re: Repair policy for DOA factory assembled products?

Joe, have you asked Elecraft what their policy is?

73 de,

Ian, KM4IK
On Apr 21, 2015 4:42 PM, "Joe Marler" <[hidden email]> wrote:

> For factory assembled new products which are immediately found defective or
> inoperative upon receipt, and where this is confirmed by Elecraft support,
> what is the repair or replacement policy? Are these submitted to the repair
> queue with all other warranty repairs?
>
> Joe, KQ1Q
> ______________________________________________________________
> Elecraft mailing list
> Home: http://mailman.qth.net/mailman/listinfo/elecraft
> Help: http://mailman.qth.net/mmfaq.htm
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>
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> Please help support this email list: http://www.qsl.net/donate.html
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>

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Joe Marler

Re: Repair policy for DOA factory assembled products?

Yes, unfortunately I got no response.

On Tue, Apr 21, 2015 at 3:44 PM, Ian Kahn <[hidden email]> wrote:

> Joe, have you asked Elecraft what their policy is?
>
> 73 de,
>
> Ian, KM4IK
> On Apr 21, 2015 4:42 PM, "Joe Marler" <[hidden email]> wrote:
>
>> For factory assembled new products which are immediately found defective
>> or
>> inoperative upon receipt, and where this is confirmed by Elecraft support,
>> what is the repair or replacement policy? Are these submitted to the
>> repair
>> queue with all other warranty repairs?
>>
>> Joe, KQ1Q
>> ______________________________________________________________
>> 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
>> Message delivered to [hidden email]
>>
>

Joe Subich, W4TV-4

Re: Repair policy for DOA factory assembled products?

In reply to this post by Joe Marler

Is this a troll?

The place for this question is to Elecraft support or to one of the
principals - not a public e-mail reflector for general speculation.

73,

... Joe, W4TV

On 2015-04-21 4:40 PM, Joe Marler wrote:

Bill-3

Re: Repair policy for DOA factory assembled products?

In reply to this post by Joe Marler

Have you tried calling them on the telephone? When quick assistance is
needed, I find that to be the best - not only with Elecraft, but
suppliers in general.

I am sure Elecraft will "make it right," just give them a chance.

Bill W2BLC K-Line

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Mike Reublin NF4L

Re: Repair policy for DOA factory assembled products?

In reply to this post by Joe Marler

That's highly atypical. Who/how did you ask?

73, Mike NF4L

> On Apr 21, 2015, at 4:52 PM, Joe Marler <[hidden email]> wrote:
>
> Yes, unfortunately I got no response.
>
> On Tue, Apr 21, 2015 at 3:44 PM, Ian Kahn <[hidden email]> wrote:
>
>> Joe, have you asked Elecraft what their policy is?
>>
>> 73 de,
>>
>> Ian, KM4IK
>> On Apr 21, 2015 4:42 PM, "Joe Marler" <[hidden email]> wrote:
>>
>>> For factory assembled new products which are immediately found defective
>>> or
>>> inoperative upon receipt, and where this is confirmed by Elecraft support,
>>> what is the repair or replacement policy? Are these submitted to the
>>> repair
>>> queue with all other warranty repairs?
>>>
>>> Joe, KQ1Q
>>> ______________________________________________________________
>>> 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
>>> Message delivered to [hidden email]
>>>
>>
> ______________________________________________________________
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> Home: http://mailman.qth.net/mailman/listinfo/elecraft
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>
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Scott Manthe-2

Re: Repair policy for DOA factory assembled products?

In reply to this post by Joe Marler

Did you use the telephone or hope that your email and their response
would make it past SPAM filters, etc? My advice would be to call
Elecraft on the telephone and ask the person that you speak with what
their policy is. My experience is that Elecraft's customer service is
second to none. However, emails don't always get through. Try the phone.

73,
Scott, N9AA

On 4/21/15 4:52 PM, Joe Marler wrote:

> Yes, unfortunately I got no response.
>
> On Tue, Apr 21, 2015 at 3:44 PM, Ian Kahn <[hidden email]> wrote:
>
>> Joe, have you asked Elecraft what their policy is?
>>
>> 73 de,
>>
>> Ian, KM4IK
>> On Apr 21, 2015 4:42 PM, "Joe Marler" <[hidden email]> wrote:
>>
>>> For factory assembled new products which are immediately found defective
>>> or
>>> inoperative upon receipt, and where this is confirmed by Elecraft support,
>>> what is the repair or replacement policy? Are these submitted to the
>>> repair
>>> queue with all other warranty repairs?
>>>
>>> Joe, KQ1Q
>>>

Joe Marler

Re: Repair policy for DOA factory assembled products?

In reply to this post by Joe Subich, W4TV-4

My question is now answered. Although the policy is not stated anywhere,
the general Elecraft practice is to expedite repairs on factory assembled
new products which are DOA. This is a reasonable question because each
manufacturer or retailer has their own policies about how returns & repairs
are handled in general vs how they are handled for defective merchandise.

Re whether asking questions about Elecraft policies is a valid topic, the
list guidelines clearly state: "6a. Please post your experiences....crazy
ideas...complaints etc. (yes - we do want to hear them)." I wasn't even
complaining, just asking a question, which I'm glad is now answered.

Joe, KQ1Q

On Tue, Apr 21, 2015 at 3:55 PM, Joe Subich, W4TV <[hidden email]> wrote:

>
> Is this a troll?
>
> The place for this question is to Elecraft support or to one of the
> principals - not a public e-mail reflector for general speculation.
>
> 73,
>
> ... Joe, W4TV
>
>
>
> On 2015-04-21 4:40 PM, Joe Marler wrote:
>
>> For factory assembled new products which are immediately found defective
>> or
>> inoperative upon receipt, and where this is confirmed by Elecraft support,
>> what is the repair or replacement policy? Are these submitted to the
>> repair
>> queue with all other warranty repairs?
>>
>> Joe, KQ1Q
>> ______________________________________________________________
>> 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
>> Message delivered to [hidden email]
>>
>> ______________________________________________________________
> 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
> Message delivered to [hidden email]
>

Don Wilhelm-4

Re: Repair policy for DOA factory assembled products?

Joe,

I am sorry you have received a DOA product. While it is rare, things do
"just happen".

I do Elecraft repairs (but only on the K2, K1, KX1 and XV series
transverters), and I can tell you that anything DOA will be handled
under the warranty terms. Exactly how it is handled will depend on the
product and the circumstances.

However, you must obtain an RSA or RMA number from Elecraft so there is
tracking of the warranty repair or replacement.
In order to obtain that number, you must first contact support - use
[hidden email] for email, or phone the office at 831-763-4211
and ask for support. The support staff initiates the RSA/RMA process
and you need to wait until you receive shipping instructions and the RSA
form.

If you emailed [hidden email] yesterday (Monday) or over the
weekend, understand that they have a weekend backlog of emails to sort
through on Monday and sometimes lapping into Tuesday , so it may be that
they did not get to yours yet.

73,
Don W3FPR

On 4/21/2015 5:27 PM, Joe Marler wrote:
> My question is now answered. Although the policy is not stated anywhere,
> the general Elecraft practice is to expedite repairs on factory assembled
> new products which are DOA. This is a reasonable question because each
> manufacturer or retailer has their own policies about how returns & repairs
> are handled in general vs how they are handled for defective merchandise.
>
>

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Brian Murrey

Re: Repair policy for DOA factory assembled products?

In reply to this post by Joe Marler

Thanks Joe...I thought it was a good question.

73 de KB9BVN

On 4/21/2015 5:27 PM, Joe Marler wrote:

> My question is now answered. Although the policy is not stated anywhere,
> the general Elecraft practice is to expedite repairs on factory assembled
> new products which are DOA. This is a reasonable question because each
> manufacturer or retailer has their own policies about how returns & repairs
> are handled in general vs how they are handled for defective merchandise.
>
> Re whether asking questions about Elecraft policies is a valid topic, the
> list guidelines clearly state: "6a. Please post your experiences....crazy
> ideas...complaints etc. (yes - we do want to hear them)." I wasn't even
> complaining, just asking a question, which I'm glad is now answered.
>
> Joe, KQ1Q
>
> On Tue, Apr 21, 2015 at 3:55 PM, Joe Subich, W4TV <[hidden email]> wrote:
>

Elecraft mailing list

Re: Repair policy for DOA factory assembled products?

In reply to this post by Bill-3

I have built all of mine but I did run into some issues with defective items (It happens)
Every time I called and it was resolved Quickly and to My satisfaction.

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Eric Swartz - WA6HHQ

Re: Repair policy for DOA factory assembled products?

Administrator

In reply to this post by Joe Marler

Guys, Its perfectly OK to ask questions like Joe's on the list, so please do
not criticize them for doing so. And do not accuse -anyone- of being a troll or
make snide comments. That is well outside of the list guidelines for respectful
dialog.

We certainly are here at Elecraft to answer questions like this too. If you
don't receive a fast email response (they can take up to a work day if the load
is heavy here (and a little more than that on Monday's when we are processing
all of the weekend email) give us a call. (831-763-4211). Also take note of time
zone and day differences (for international customers). We frequently see emails
on Monday that were received here after close of business Friday, followed by a
complaint that we hadn't replied on Saturday.. ;-)

Our CS group should be able to give you a quick answer to most questions,
especially when you have a suspected failure. They will work with you over the
phone or via email to zero in on exactly whats happening. Frequently its not a
h/w failure (we 100% test the boards and assembled products here), but rather a
misunderstanding on how to set something up etc. If not, if its clear to us that
its a specific defective board or module etc, we may also ship a replacement out
to you. More complex issues of course will require a return for us to diagnose
and fix.

Eric
elecraft.com
And list moderator when I get the urge..

On 4/21/2015 2:27 PM, Joe Marler wrote:

Kevin Stover

Re: Repair policy for DOA factory assembled products?

In reply to this post by Joe Subich, W4TV-4

On Tue, 21 Apr 2015 16:55:24 -0400
"Joe Subich, W4TV" <[hidden email]> wrote:

>
> Is this a troll?
>
> The place for this question is to Elecraft support or to one of the
> principals - not a public e-mail reflector for general speculation.
>
> 73,
>
> ... Joe, W4TV

Sure looks like it.

--
R. Kevin Stover
AC0H
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Bill-3

Re: Repair policy for DOA factory assembled products?

This appears to be an honest question - that was responded to in a
helpful manner by several posters.

Bill W2BLC K-Line
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