Tech Support --- kpa1500 KUDOS

[Elecraft mailing list]

Well, I saw the email Thursday night about the Important firmware update for the
kpa1500 v2.0
So I applied it after updating the utility program first when I got home from work on Friday.

Going well, till it failed and then hung.
Yes - I freaked out, I know what bad things happen when firmware updates go
bad (aka iPhone)

well, sent a email to support - WITHIN 5 mins someone called to have me
power off the from the back switch on the PS wait 5 mins and should be fine.
Sorry -- didn't remember his name, but the point was that I got a call
within 5 minutes !!!!!  Fantastic support .......

So  i followed what he said to do and tried it 10 mins later
Still issues - just showed loading , but the utility showing loading but
nothing worked yet and the fans were screaming. Another email to support
......... 5 minutes later again, Cody called and walked me off the edge and
explained the force load procedure on page 29 ( yea - I know ..... RTFM. I did remember
seeing, but didn't remember it at the time

well, back in business less than 5 mins later on the air all done happy
happy joy joy

So, big NY kudos to tech support, first tech and to Cody. that's top notch support .....
Cody made mention he wanted to make sure i got thru this for the weekend,
that right there ...... yea

So, to Elecraft Support/Engineers  thank you from n2ry ..... just spent 45
mins on 80m AM
Richn2ry
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[Charlie T, K3ICH]

Everything "man-made" can have unforeseen problems no matter how much Beta testing is done.

That said, your minus minute follow-up call reminds me of an old TV commercial about a frustrated Maytag repair guy who was bored because he didn't have enough to do.
They were obviously touting the reliability of their brand because of the lack or repair work.
Now, I am NOT saying Elecraft techs are just sitting around all day drinking coffee, but you can bet if they WERE flooded by service calls, they "probably" couldn't have responded so fast.

{Before anyone gets their panties in a twist by reading into this something I did not intend, this IS meant to compliment Elecraft on their reliable equipment and of course their gold medal tech support.}

73, Charlie k3ICH





-----Original Message-----
From: [hidden email] <[hidden email]> On Behalf Of Rich Yost via Elecraft
Sent: Saturday, January 05, 2019 8:45 AM
To: [hidden email]
Subject: [Elecraft] Tech Support --- kpa1500 KUDOS

Well, I saw the email Thursday night about the Important firmware update for the
kpa1500 v2.0
So I applied it after updating the utility program first when I got home from work on Friday.

Going well, till it failed and then hung.
Yes - I freaked out, I know what bad things happen when firmware updates go bad (aka iPhone)

well, sent a email to support - WITHIN 5 mins someone called to have me power off the from the back switch on the PS wait 5 mins and should be fine.
Sorry -- didn't remember his name, but the point was that I got a call within 5 minutes !!!!!  Fantastic support .......

So  i followed what he said to do and tried it 10 mins later Still issues - just showed loading , but the utility showing loading but nothing worked yet and the fans were screaming. Another email to support ......... 5 minutes later again, Cody called and walked me off the edge and explained the force load procedure on page 29 ( yea - I know ..... RTFM. I did remember seeing, but didn't remember it at the time

well, back in business less than 5 mins later on the air all done happy happy joy joy

So, big NY kudos to tech support, first tech and to Cody. that's top notch support .....
Cody made mention he wanted to make sure i got thru this for the weekend, that right there ...... yea

So, to Elecraft Support/Engineers  thank you from n2ry ..... just spent 45 mins on 80m AM Richn2ry ______________________________________________________________
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[Don Wilhelm]

Charlie,

Actually, they were swamped with support emails and phone calls
yesterday - and have been since before Christmas.  Running with only a
skeleton staff over the holidays has extracted a toll for the backlog.

But with the new and important firmware upgrade for the KPA1500, they
were paying close attention to problems with that upgrade, and moving
those to a high priority.

Right now, support is short-staffed since David became an SK.

Yes, I know for sure, I also work in support for the classic gear and
try to answer any operating questions for the more recent gear.
So if you sent an email to support, be patient, you will get an answer.

73,
Don W3FPR

On 1/5/2019 9:29 AM, Charlie T wrote:
> Everything "man-made" can have unforeseen problems no matter how much Beta testing is done.
>
> That said, your minus minute follow-up call reminds me of an old TV commercial about a frustrated Maytag repair guy who was bored because he didn't have enough to do.
> They were obviously touting the reliability of their brand because of the lack or repair work.
> Now, I am NOT saying Elecraft techs are just sitting around all day drinking coffee, but you can bet if they WERE flooded by service calls, they "probably" couldn't have responded so fast.
>
> {Before anyone gets their panties in a twist by reading into this something I did not intend, this IS meant to compliment Elecraft on their reliable equipment and of course their gold medal tech support.}
>
> 73, Charlie k3ICH
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