To improve customer service

[Don Schroder]

A good morning to all!

I am sitting in my recliner, drinking a cup of java, and doing what I seem to do best, thinking,

I’m thinking; when I sent my computer into the Company for repairs (under warranty), the Company did something I had never experienced before. They “GAVE ME A WEEKLY UPDATE” every Friday by email or phone call, to tell me the status of my computer! Every week, I knew what was happening to my computer, (1) had they received it? (2) Were they working on it? (3) What have they found? (4 ) What problems have they encountered?  (5) Is it fixed? (6) Have they sent it back to me?

On April 8th, I sent my K2 transceiver kit to Elecraft, to look at an issue I was having.

On April 10th, (2 days later) Elecraft received my K2. I know this NOT because I was notified, but because I researched the tracking number.

On May 7th, (29 days later), Elecraft cashed my deposit check that was sent with the K2. I know this NOT because I was notified, but because I researched my banking statements.

On May 23rd, (today, 45 days later) I am beginning to think I may never see my K2 again!

I’m thinking; wouldn’t it be nice if all Companies kept their customers “informed” of a products status when sent in for repairs, like the computer Company did?

I’m thinking; this would be a GREAT improvement to customer service!

Don, KE0PVQ
Let the lava flow begin

Sent from Mail<https://go.microsoft.com/fwlink/?LinkId=550986> for Windows 10

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[hbjr]

Don...
 My experience with Elecraft was similar to your PC repair experience.
My KX3 went in for the ATU/low voltage tuning bug (which was repaired out of warranty at no cost to me).  I guess it's not really a bug, but some component value variations (in particular a resistor) cause weirdness with the ATU when supply voltage falls below about 9.8v (for me).

They sent an email the day it arrived.
They sent an email when it went on the bench.
They sent an email telling it was fixed.
They sent an email when it was ready to ship.
They sent an email when it shipped.
 I guess they like me more maybe?  :-D
Hank
K4HYJ
K3S, P3, KX3

----- Original Message -----
From: Don Schroder ([hidden email])
Date: 05/23/19 13:20
To: Elecraft Reflector ([hidden email])
Subject: [Elecraft] To improve customer service

A good morning to all!

I am sitting in my recliner, drinking a cup of java, and doing what I seem to do best, thinking,

I’m thinking; when I sent my computer into the Company for repairs (under warranty), the Company did something I had never experienced before. They “GAVE ME A WEEKLY UPDATE” every Friday by email or phone call, to tell me the status of my computer! Every week, I knew what was happening to my computer, (1) had they received it? (2) Were they working on it? (3) What have they found? (4 ) What problems have they encountered?  (5) Is it fixed? (6) Have they sent it back to me?

On April 8th, I sent my K2 transceiver kit to Elecraft, to look at an issue I was having.

On April 10th, (2 days later) Elecraft received my K2. I know this NOT because I was notified, but because I researched the tracking number.

On May 7th, (29 days later), Elecraft cashed my deposit check that was sent with the K2. I know this NOT because I was notified, but because I researched my banking statements.

On May 23rd, (today, 45 days later) I am beginning to think I may never see my K2 again!

I’m thinking; wouldn’t it be nice if all Companies kept their customers “informed” of a products status when sent in for repairs, like the computer Company did?

I’m thinking; this would be a GREAT improvement to customer service!

Don, KE0PVQ
Let the lava flow begin

Sent from Mail<https://go.microsoft.com/fwlink/?LinkId=550986> for Windows 10

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[Dave wo2x]

My KPA1500 went for a vacation for updates. Rene in service and Madelyn kept me updated along the way. I thought the whole process was handled professionally and I appreciate the effort the staff exhibited.

Not sure what happened with your radio but from what I read and experienced that is not the norm.

Dave wo2x

Sent from my waxed string and tin cans.

> On May 23, 2019, at 1:32 PM, Hank <[hidden email]> wrote:
>
>
> Don...
> My experience with Elecraft was similar to your PC repair experience.
> My KX3 went in for the ATU/low voltage tuning bug (which was repaired out of warranty at no cost to me).  I guess it's not really a bug, but some component value variations (in particular a resistor) cause weirdness with the ATU when supply voltage falls below about 9.8v (for me).
>
> They sent an email the day it arrived.
> They sent an email when it went on the bench.
> They sent an email telling it was fixed.
> They sent an email when it was ready to ship.
> They sent an email when it shipped.
>  I guess they like me more maybe?  :-D
> Hank
> K4HYJ
> K3S, P3, KX3
>
> ----- Original Message -----
> From: Don Schroder ([hidden email])
> Date: 05/23/19 13:20
> To: Elecraft Reflector ([hidden email])
> Subject: [Elecraft] To improve customer service
>
> A good morning to all!
>
> I am sitting in my recliner, drinking a cup of java, and doing what I seem to do best, thinking,
>
> I’m thinking; when I sent my computer into the Company for repairs (under warranty), the Company did something I had never experienced before. They “GAVE ME A WEEKLY UPDATE” every Friday by email or phone call, to tell me the status of my computer! Every week, I knew what was happening to my computer, (1) had they received it? (2) Were they working on it? (3) What have they found? (4 ) What problems have they encountered?  (5) Is it fixed? (6) Have they sent it back to me?
>
> On April 8th, I sent my K2 transceiver kit to Elecraft, to look at an issue I was having.
>
> On April 10th, (2 days later) Elecraft received my K2. I know this NOT because I was notified, but because I researched the tracking number.
>
> On May 7th, (29 days later), Elecraft cashed my deposit check that was sent with the K2. I know this NOT because I was notified, but because I researched my banking statements.
>
> On May 23rd, (today, 45 days later) I am beginning to think I may never see my K2 again!
>
> I’m thinking; wouldn’t it be nice if all Companies kept their customers “informed” of a products status when sent in for repairs, like the computer Company did?
>
> I’m thinking; this would be a GREAT improvement to customer service!
>
> Don, KE0PVQ
> Let the lava flow begin
>
> Sent from Mail<https://go.microsoft.com/fwlink/?LinkId=550986> for Windows 10
>
> ______________________________________________________________
> 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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> Please help support this email list: http://www.qsl.net/donate.html
>
> ______________________________________________________________
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> Home: http://mailman.qth.net/mailman/listinfo/elecraft
> Help: http://mailman.qth.net/mmfaq.htm
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>
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[ke9uw]

Weekly updates are super. Probably wouldn’t cost more than $100 or so added onto the bill...

Chuck Jack
KE9UW

Sent from my iPhone, cjack

> On May 23, 2019, at 12:18 PM, Don Schroder <[hidden email]> wrote:
>
> A good morning to all!
>
> I am sitting in my recliner, drinking a cup of java, and doing what I seem to do best, thinking,
>
> I’m thinking; when I sent my computer into the Company for repairs (under warranty), the Company did something I had never experienced before. They “GAVE ME A WEEKLY UPDATE” every Friday by email or phone call, to tell me the status of my computer! Every week, I knew what was happening to my computer, (1) had they received it? (2) Were they working on it? (3) What have they found? (4 ) What problems have they encountered?  (5) Is it fixed? (6) Have they sent it back to me?
>
> On April 8th, I sent my K2 transceiver kit to Elecraft, to look at an issue I was having.
>
> On April 10th, (2 days later) Elecraft received my K2. I know this NOT because I was notified, but because I researched the tracking number.
>
> On May 7th, (29 days later), Elecraft cashed my deposit check that was sent with the K2. I know this NOT because I was notified, but because I researched my banking statements.
>
> On May 23rd, (today, 45 days later) I am beginning to think I may never see my K2 again!
>
> I’m thinking; wouldn’t it be nice if all Companies kept their customers “informed” of a products status when sent in for repairs, like the computer Company did?
>
> I’m thinking; this would be a GREAT improvement to customer service!
>
> Don, KE0PVQ
> Let the lava flow begin
>
> Sent from Mail<https://go.microsoft.com/fwlink/?LinkId=550986> for Windows 10
>
> ______________________________________________________________
> 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

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[Doug Hensley]

Don, I think that is because the early stuff is farmed out to contract people who may not have an email routine going yet.  The K1 & K2's were usually handled by Don Wilhelm who just retired.  You might contact Elecraft support and ask them who they sent the rig to, when, where, etc.

Don had done all my K1 & K2 work and was just marvelous.  Hopefully Elecraft keep that kind of talent at hand.

Cheers,

Doug W5JV

>>>>>

Message: 20
Date: Thu, 23 May 2019 17:17:57 +0000
From: Don Schroder <[hidden email]>
To: Elecraft Reflector <[hidden email]>
Subject: [Elecraft] To improve customer service
Message-ID:
        <[hidden email]>

Content-Type: text/plain; charset="utf-8"

A good morning to all!

I am sitting in my recliner, drinking a cup of java, and doing what I seem to do best, thinking,

I?m thinking; when I sent my computer into the Company for repairs (under warranty), the Company did something I had never experienced before. They ?GAVE ME A WEEKLY UPDATE? every Friday by email or phone call, to tell me the status of my computer! Every week, I knew what was happening to my computer, (1) had they received it? (2) Were they working on it? (3) What have they found? (4 ) What problems have they encountered?  (5) Is it fixed? (6) Have they sent it back to me?

On April 8th, I sent my K2 transceiver kit to Elecraft, to look at an issue I was having.

On April 10th, (2 days later) Elecraft received my K2. I know this NOT because I was notified, but because I researched the tracking number.

On May 7th, (29 days later), Elecraft cashed my deposit check that was sent with the K2. I know this NOT because I was notified, but because I researched my banking statements.

On May 23rd, (today, 45 days later) I am beginning to think I may never see my K2 again!

I?m thinking; wouldn?t it be nice if all Companies kept their customers ?informed? of a products status when sent in for repairs, like the computer Company did?

I?m thinking; this would be a GREAT improvement to customer service!

Don, KE0PVQ
Let the lava flow begin

Sent from Mail<https://go.microsoft.com/fwlink/?LinkId=550986> for Windows 10






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[Don Wilhelm]

Doug,

Thanks for the nice words about my service.  When I was doing repairs
for the classic gear, I did not have a staff (like they do in
Watsonville) to send emails when the rig arrives, etc.  I would email
customers when I started work on it, ask any questions about what the
customer wanted when the RSA form was incomplete. and let the customer
know if there were significant delays.
Then when I finish with it, I would send the report to the office and
the sales staff would contact the customer about payment.
It is tough to keep up with emails, repairs and everything else when
there is a backlog of repairs.  So working with a staff of one (me) it
is difficult to keep up with customer communications in addition to
providing prompt repair service.

I was not a contract person, but a part time employee of Elecraft.

I am certain Dave WFGU (who took over for me, and is also a part-time
employee) is having similar problems.  In additions, he also works for
his Fire Department which has him at the station full time for stretches
between 2 and 4 days at a time, and he may not know that his XYL got a
repair package in during those days.  I know he is currently on vacation
and away from home - so any repair parcels are being held for him at the
post office or UPS.

Sorry that we cannot provide the same level of communications that are
available out of Watsonville, but we do the best we can.  I had an
advantage over Dave because I was not working a full time job when I was
doing that legacy repair work.

Some patience and understanding is required, and your tracking numbers
can be relied on - I never found them to be wrong.

Do not send an advance check with your RSA repair.  If a check is
discovered, it must be sent to Watsonville, and will not be cashed until
the repair is concluded.

Also, do not send your classic gear to Watsonville, send it as indicated
in the RSA instructions.  If you do send it to Watsonville, expect an
extra week delay because it must then be shipped to Michigan.
The newer (non-thru-hole gear) IS serviced at Watsonville, but NOT the
classic gear.

73,
Don W3FPR

On 5/23/2019 1:56 PM, Doug Hensley wrote:

> Don, I think that is because the early stuff is farmed out to contract people who may not have an email routine going yet.  The K1 & K2's were usually handled by Don Wilhelm who just retired.  You might contact Elecraft support and ask them who they sent the rig to, when, where, etc.
>
> Don had done all my K1 & K2 work and was just marvelous.  Hopefully Elecraft keep that kind of talent at hand.
>
> Cheers,
>
> Doug W5JV
>
>>>>>>
>
> Message: 20
> Date: Thu, 23 May 2019 17:17:57 +0000
> From: Don Schroder <[hidden email]>
> To: Elecraft Reflector <[hidden email]>
> Subject: [Elecraft] To improve customer service
> Message-ID:
>          <[hidden email]>
>
> Content-Type: text/plain; charset="utf-8"
>
> A good morning to all!
>
> I am sitting in my recliner, drinking a cup of java, and doing what I seem to do best, thinking,
>
> I?m thinking; when I sent my computer into the Company for repairs (under warranty), the Company did something I had never experienced before. They ?GAVE ME A WEEKLY UPDATE? every Friday by email or phone call, to tell me the status of my computer! Every week, I knew what was happening to my computer, (1) had they received it? (2) Were they working on it? (3) What have they found? (4 ) What problems have they encountered?  (5) Is it fixed? (6) Have they sent it back to me?
>
> On April 8th, I sent my K2 transceiver kit to Elecraft, to look at an issue I was having.
>
> On April 10th, (2 days later) Elecraft received my K2. I know this NOT because I was notified, but because I researched the tracking number.
>
> On May 7th, (29 days later), Elecraft cashed my deposit check that was sent with the K2. I know this NOT because I was notified, but because I researched my banking statements.
>
> On May 23rd, (today, 45 days later) I am beginning to think I may never see my K2 again!
>
> I?m thinking; wouldn?t it be nice if all Companies kept their customers ?informed? of a products status when sent in for repairs, like the computer Company did?
>
> I?m thinking; this would be a GREAT improvement to customer service!
>
> Don, KE0PVQ
> Let the lava flow begin
>
> Sent from Mail<https://go.microsoft.com/fwlink/?LinkId=550986> for Windows 10
>
>
>
>
>
>
> ______________________________________________________________
> 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
>

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[Don Schroder]

Thanks for the reply Doug,

I think you may have identified what’s happening. I did receive excellent and timely help from Elecraft when I had the need for new parts or questions answered. I also received excellent support from Don Wilhelm before he retired, and have nothing but praise for the service he provided.

Right now, what’s happening with my K2 (serial 7818) is a mystery. I’m not getting notifications. I know that the problem I am having is also being experienced by others, and a solution appears to be unknown at this time. See Dave’s email to the reflector below.

> On Tue, 21 May 2019, at 18:11, Dave Van Wallaghen wrote:
>> Chris,
>>
>> I have worked on a few late model K2'S of late with the exact same problem. The folks in support are currently looking into it to determine the source of the problem.
>>
>> My solution was to replace the Control board EEPROM with a known properly initialized one and everything came back to life. I even discussed this with Wayne in Dayton. We're looking into whether we have an EEPROM issue or a possible programming anomaly with the main PIC MCU.
>>
>> I'm currently on vacation with my wife 8 miles off the coast of Belize. I have limited WIFI but will continue to check in.
>>
>> Stay tuned...
>>

Thank you all for your comments. I’m doing as Dave suggests, staying tuned.
Don, KE0PVQ


Sent from Mail<https://go.microsoft.com/fwlink/?LinkId=550986> for Windows 10

From: Doug Hensley<mailto:[hidden email]>
Sent: Thursday, May 23, 2019 12:57 PM
To: Don Schroder<mailto:[hidden email]>
Cc: [hidden email]<mailto:[hidden email]>
Subject: Re: [Elecraft] To improve customer service

Don, I think that is because the early stuff is farmed out to contract people who may not have an email routine going yet.  The K1 & K2's were usually handled by Don Wilhelm who just retired.  You might contact Elecraft support and ask them who they sent the rig to, when, where, etc.

Don had done all my K1 & K2 work and was just marvelous.  Hopefully Elecraft keep that kind of talent at hand.

Cheers,

Doug W5JV

>>>>>
Message: 20
Date: Thu, 23 May 2019 17:17:57 +0000
From: Don Schroder <[hidden email]>
To: Elecraft Reflector <[hidden email]>
Subject: [Elecraft] To improve customer service
Message-ID:
        <[hidden email]>

Content-Type: text/plain; charset="utf-8"

A good morning to all!

I am sitting in my recliner, drinking a cup of java, and doing what I seem to do best, thinking,

I?m thinking; when I sent my computer into the Company for repairs (under warranty), the Company did something I had never experienced before. They ?GAVE ME A WEEKLY UPDATE? every Friday by email or phone call, to tell me the status of my computer! Every week, I knew what was happening to my computer, (1) had they received it? (2) Were they working on it? (3) What have they found? (4 ) What problems have they encountered?  (5) Is it fixed? (6) Have they sent it back to me?

On April 8th, I sent my K2 transceiver kit to Elecraft, to look at an issue I was having.

On April 10th, (2 days later) Elecraft received my K2. I know this NOT because I was notified, but because I researched the tracking number.

On May 7th, (29 days later), Elecraft cashed my deposit check that was sent with the K2. I know this NOT because I was notified, but because I researched my banking statements.

On May 23rd, (today, 45 days later) I am beginning to think I may never see my K2 again!

I?m thinking; wouldn?t it be nice if all Companies kept their customers ?informed? of a products status when sent in for repairs, like the computer Company did?

I?m thinking; this would be a GREAT improvement to customer service!

Don, KE0PVQ
Let the lava flow begin

Sent from Mail<https://go.microsoft.com/fwlink/?LinkId=550986> for Windows 10






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[Dave Van Wallaghen-2]

Don,

I profusely apologize for the delay and lack of communication. As Don,
W3FPR pointed out, Don was and I am a part time employee. For a whole host
of reasons, that I won't go into at this time, the transition has been
somewhat slow but I am making progress.

The amount of backlog has been overwhelming to an extent. But with Don's
help we have managed to whittle much of it down.

I am not making excuses for the lack of communication and will improve my
response as I work through this transition. Poor Don is supposed to be
retired and still provides excellent support in my absence or heavy workload.

As he noted, my wife and I are on vacation well off of the grid. I do have
some wifi here (sitting at the Tiki bar as I write this) but I am pretty
much off the grid until next week.

I do totally love the Elecraft customer service paradigm and will continue
to strive for that plateau. But it will take me a little time as I still
work a fulltime profession as well as this part time venture plus family
blah blah blah.

If I remember right, your rig was number 2 or 3 on my priority list and I
will get right on it as soon as I return. I appreciate your patience in the
interim and will be in touch soon.


73,
Dave, W8FGU
On May 23, 2019 13:03:13 Don Wilhelm <[hidden email]> wrote:

> Doug,
>
> Thanks for the nice words about my service.  When I was doing repairs
> for the classic gear, I did not have a staff (like they do in
> Watsonville) to send emails when the rig arrives, etc.  I would email
> customers when I started work on it, ask any questions about what the
> customer wanted when the RSA form was incomplete. and let the customer
> know if there were significant delays.
> Then when I finish with it, I would send the report to the office and
> the sales staff would contact the customer about payment.
> It is tough to keep up with emails, repairs and everything else when
> there is a backlog of repairs.  So working with a staff of one (me) it
> is difficult to keep up with customer communications in addition to
> providing prompt repair service.
>
> I was not a contract person, but a part time employee of Elecraft.
>
> I am certain Dave WFGU (who took over for me, and is also a part-time
> employee) is having similar problems.  In additions, he also works for
> his Fire Department which has him at the station full time for stretches
> between 2 and 4 days at a time, and he may not know that his XYL got a
> repair package in during those days.  I know he is currently on vacation
> and away from home - so any repair parcels are being held for him at the
> post office or UPS.
>
> Sorry that we cannot provide the same level of communications that are
> available out of Watsonville, but we do the best we can.  I had an
> advantage over Dave because I was not working a full time job when I was
> doing that legacy repair work.
>
> Some patience and understanding is required, and your tracking numbers
> can be relied on - I never found them to be wrong.
>
> Do not send an advance check with your RSA repair.  If a check is
> discovered, it must be sent to Watsonville, and will not be cashed until
> the repair is concluded.
>
> Also, do not send your classic gear to Watsonville, send it as indicated
> in the RSA instructions.  If you do send it to Watsonville, expect an
> extra week delay because it must then be shipped to Michigan.
> The newer (non-thru-hole gear) IS serviced at Watsonville, but NOT the
> classic gear.
>
> 73,
> Don W3FPR
>
> On 5/23/2019 1:56 PM, Doug Hensley wrote:
>> Don, I think that is because the early stuff is farmed out to contract
>> people who may not have an email routine going yet.  The K1 & K2's were
>> usually handled by Don Wilhelm who just retired.  You might contact
>> Elecraft support and ask them who they sent the rig to, when, where, etc.
>>
>> Don had done all my K1 & K2 work and was just marvelous.  Hopefully
>> Elecraft keep that kind of talent at hand.
>>
>> Cheers,
>>
>> Doug W5JV
>>
>>>>>>>
>>
>> Message: 20
>> Date: Thu, 23 May 2019 17:17:57 +0000
>> From: Don Schroder <[hidden email]>
>> To: Elecraft Reflector <[hidden email]>
>> Subject: [Elecraft] To improve customer service
>> Message-ID:
>>          <[hidden email]>
>>
>> Content-Type: text/plain; charset="utf-8"
>>
>> A good morning to all!
>>
>> I am sitting in my recliner, drinking a cup of java, and doing what I seem
>> to do best, thinking,
>>
>> I?m thinking; when I sent my computer into the Company for repairs (under
>> warranty), the Company did something I had never experienced before. They
>> ?GAVE ME A WEEKLY UPDATE? every Friday by email or phone call, to tell me
>> the status of my computer! Every week, I knew what was happening to my
>> computer, (1) had they received it? (2) Were they working on it? (3) What
>> have they found? (4 ) What problems have they encountered?  (5) Is it
>> fixed? (6) Have they sent it back to me?
>>
>> On April 8th, I sent my K2 transceiver kit to Elecraft, to look at an issue
>> I was having.
>>
>> On April 10th, (2 days later) Elecraft received my K2. I know this NOT
>> because I was notified, but because I researched the tracking number.
>>
>> On May 7th, (29 days later), Elecraft cashed my deposit check that was sent
>> with the K2. I know this NOT because I was notified, but because I
>> researched my banking statements.
>>
>> On May 23rd, (today, 45 days later) I am beginning to think I may never see
>> my K2 again!
>>
>> I?m thinking; wouldn?t it be nice if all Companies kept their customers
>> ?informed? of a products status when sent in for repairs, like the computer
>> Company did?
>>
>> I?m thinking; this would be a GREAT improvement to customer service!
>>
>> Don, KE0PVQ
>> Let the lava flow begin
>>
>> Sent from Mail<https://go.microsoft.com/fwlink/?LinkId=550986> for Windows 10
>>
>>
>>
>>
>>
>>
>> ______________________________________________________________
>> 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
>>
> ______________________________________________________________
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> Home: http://mailman.qth.net/mailman/listinfo/elecraft
> Help: http://mailman.qth.net/mmfaq.htm
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[Don Schroder]

Thanks Dave, that was all I needed to hear. Enjoy your vacation, have one for me in the Tiki bar!

Don, KE0PVQ

Sent from Mail<https://go.microsoft.com/fwlink/?LinkId=550986> for Windows 10

From: Dave Van Wallaghen<mailto:[hidden email]>
Sent: Thursday, May 23, 2019 6:46 PM
To: [hidden email]<mailto:[hidden email]>; Doug Hensley<mailto:[hidden email]>; Don Schroder<mailto:[hidden email]>
Cc: [hidden email]<mailto:[hidden email]>
Subject: Re: [Elecraft] To improve customer service (for the Classic gear)

Don,

I profusely apologize for the delay and lack of communication. As Don, W3FPR pointed out, Don was and I am a part time employee. For a whole host of reasons, that I won't go into at this time, the transition has been somewhat slow but I am making progress.

The amount of backlog has been overwhelming to an extent. But with Don's help we have managed to whittle much of it down.

I am not making excuses for the lack of communication and will improve my response as I work through this transition. Poor Don is supposed to be retired and still provides excellent support in my absence or heavy workload.

As he noted, my wife and I are on vacation well off of the grid. I do have some wifi here (sitting at the Tiki bar as I write this) but I am pretty much off the grid until next week.

I do totally love the Elecraft customer service paradigm and will continue to strive for that plateau. But it will take me a little time as I still work a fulltime profession as well as this part time venture plus family blah blah blah.

If I remember right, your rig was number 2 or 3 on my priority list and I will get right on it as soon as I return. I appreciate your patience in the interim and will be in touch soon.

73,
Dave, W8FGU

On May 23, 2019 13:03:13 Don Wilhelm <[hidden email]> wrote:

Doug,

Thanks for the nice words about my service.  When I was doing repairs
for the classic gear, I did not have a staff (like they do in
Watsonville) to send emails when the rig arrives, etc.  I would email
customers when I started work on it, ask any questions about what the
customer wanted when the RSA form was incomplete. and let the customer
know if there were significant delays.
Then when I finish with it, I would send the report to the office and
the sales staff would contact the customer about payment.
It is tough to keep up with emails, repairs and everything else when
there is a backlog of repairs.  So working with a staff of one (me) it
is difficult to keep up with customer communications in addition to
providing prompt repair service.

I was not a contract person, but a part time employee of Elecraft.

I am certain Dave WFGU (who took over for me, and is also a part-time
employee) is having similar problems.  In additions, he also works for
his Fire Department which has him at the station full time for stretches
between 2 and 4 days at a time, and he may not know that his XYL got a
repair package in during those days.  I know he is currently on vacation
and away from home - so any repair parcels are being held for him at the
post office or UPS.

Sorry that we cannot provide the same level of communications that are
available out of Watsonville, but we do the best we can.  I had an
advantage over Dave because I was not working a full time job when I was
doing that legacy repair work.

Some patience and understanding is required, and your tracking numbers
can be relied on - I never found them to be wrong.

Do not send an advance check with your RSA repair.  If a check is
discovered, it must be sent to Watsonville, and will not be cashed until
the repair is concluded.

Also, do not send your classic gear to Watsonville, send it as indicated
in the RSA instructions.  If you do send it to Watsonville, expect an
extra week delay because it must then be shipped to Michigan.
The newer (non-thru-hole gear) IS serviced at Watsonville, but NOT the
classic gear.

73,
Don W3FPR

On 5/23/2019 1:56 PM, Doug Hensley wrote:
Don, I think that is because the early stuff is farmed out to contract people who may not have an email routine going yet.  The K1 & K2's were usually handled by Don Wilhelm who just retired.  You might contact Elecraft support and ask them who they sent the rig to, when, where, etc.

Don had done all my K1 & K2 work and was just marvelous.  Hopefully Elecraft keep that kind of talent at hand.

Cheers,

Doug W5JV



Message: 20
Date: Thu, 23 May 2019 17:17:57 +0000
From: Don Schroder <[hidden email]>
To: Elecraft Reflector <[hidden email]>
Subject: [Elecraft] To improve customer service
Message-ID:
 <[hidden email]>

Content-Type: text/plain; charset="utf-8"

A good morning to all!

I am sitting in my recliner, drinking a cup of java, and doing what I seem to do best, thinking,

I?m thinking; when I sent my computer into the Company for repairs (under warranty), the Company did something I had never experienced before. They ?GAVE ME A WEEKLY UPDATE? every Friday by email or phone call, to tell me the status of my computer! Every week, I knew what was happening to my computer, (1) had they received it? (2) Were they working on it? (3) What have they found? (4 ) What problems have they encountered?  (5) Is it fixed? (6) Have they sent it back to me?

On April 8th, I sent my K2 transceiver kit to Elecraft, to look at an issue I was having.

On April 10th, (2 days later) Elecraft received my K2. I know this NOT because I was notified, but because I researched the tracking number.

On May 7th, (29 days later), Elecraft cashed my deposit check that was sent with the K2. I know this NOT because I was notified, but because I researched my banking statements.

On May 23rd, (today, 45 days later) I am beginning to think I may never see my K2 again!

I?m thinking; wouldn?t it be nice if all Companies kept their customers ?informed? of a products status when sent in for repairs, like the computer Company did?

I?m thinking; this would be a GREAT improvement to customer service!

Don, KE0PVQ
Let the lava flow begin

Sent from Mail<https://go.microsoft.com/fwlink/?LinkId=550986> for Windows 10






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[Bill K9YEQ]

Don, is spectacular.  Few words, to the point, excellent.  The new route will soon be the same as I know Elecraft is big into process control.  I believe they are very happy to get the feedback and will fix the situation.  New route, new process.

72 & 73,
Bill
K9YEQ
FT'er for K2, KX1, KX3, KXPA100,  KAT500, W2, etc.

-----Original Message-----
From: [hidden email] <[hidden email]> On Behalf Of Doug Hensley
Sent: Thursday, May 23, 2019 12:57 PM
To: Don Schroder <[hidden email]>
Cc: [hidden email]
Subject: Re: [Elecraft] To improve customer service

Don, I think that is because the early stuff is farmed out to contract people who may not have an email routine going yet.  The K1 & K2's were usually handled by Don Wilhelm who just retired.  You might contact Elecraft support and ask them who they sent the rig to, when, where, etc.

Don had done all my K1 & K2 work and was just marvelous.  Hopefully Elecraft keep that kind of talent at hand.

Cheers,

Doug W5JV

>>>>>

Message: 20
Date: Thu, 23 May 2019 17:17:57 +0000
From: Don Schroder <[hidden email]>
To: Elecraft Reflector <[hidden email]>
Subject: [Elecraft] To improve customer service
Message-ID:
        <[hidden email]>

Content-Type: text/plain; charset="utf-8"

A good morning to all!

I am sitting in my recliner, drinking a cup of java, and doing what I seem to do best, thinking,

I?m thinking; when I sent my computer into the Company for repairs (under warranty), the Company did something I had never experienced before. They ?GAVE ME A WEEKLY UPDATE? every Friday by email or phone call, to tell me the status of my computer! Every week, I knew what was happening to my computer, (1) had they received it? (2) Were they working on it? (3) What have they found? (4 ) What problems have they encountered?  (5) Is it fixed? (6) Have they sent it back to me?

On April 8th, I sent my K2 transceiver kit to Elecraft, to look at an issue I was having.

On April 10th, (2 days later) Elecraft received my K2. I know this NOT because I was notified, but because I researched the tracking number.

On May 7th, (29 days later), Elecraft cashed my deposit check that was sent with the K2. I know this NOT because I was notified, but because I researched my banking statements.

On May 23rd, (today, 45 days later) I am beginning to think I may never see my K2 again!

I?m thinking; wouldn?t it be nice if all Companies kept their customers ?informed? of a products status when sent in for repairs, like the computer Company did?

I?m thinking; this would be a GREAT improvement to customer service!

Don, KE0PVQ
Let the lava flow begin

Sent from Mail<https://go.microsoft.com/fwlink/?LinkId=550986> for Windows 10






______________________________________________________________
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Help: http://mailman.qth.net/mmfaq.htm
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[Bill K9YEQ]

Don, there you go again... perfect explanation from a super tech!

72 & 73,
Bill
K9YEQ
FT'er for K2, KX1, KX3, KXPA100,  KAT500, W2, etc.

-----Original Message-----
From: [hidden email] <[hidden email]> On Behalf Of Don Wilhelm
Sent: Thursday, May 23, 2019 2:03 PM
To: Doug Hensley <[hidden email]>; Don Schroder <[hidden email]>
Cc: [hidden email]
Subject: Re: [Elecraft] To improve customer service (for the Classic gear)

Doug,

Thanks for the nice words about my service.  When I was doing repairs for the classic gear, I did not have a staff (like they do in
Watsonville) to send emails when the rig arrives, etc.  I would email customers when I started work on it, ask any questions about what the customer wanted when the RSA form was incomplete. and let the customer know if there were significant delays.
Then when I finish with it, I would send the report to the office and the sales staff would contact the customer about payment.
It is tough to keep up with emails, repairs and everything else when there is a backlog of repairs.  So working with a staff of one (me) it is difficult to keep up with customer communications in addition to providing prompt repair service.

I was not a contract person, but a part time employee of Elecraft.

I am certain Dave WFGU (who took over for me, and is also a part-time
employee) is having similar problems.  In additions, he also works for his Fire Department which has him at the station full time for stretches between 2 and 4 days at a time, and he may not know that his XYL got a repair package in during those days.  I know he is currently on vacation and away from home - so any repair parcels are being held for him at the post office or UPS.

Sorry that we cannot provide the same level of communications that are available out of Watsonville, but we do the best we can.  I had an advantage over Dave because I was not working a full time job when I was doing that legacy repair work.

Some patience and understanding is required, and your tracking numbers can be relied on - I never found them to be wrong.

Do not send an advance check with your RSA repair.  If a check is discovered, it must be sent to Watsonville, and will not be cashed until the repair is concluded.

Also, do not send your classic gear to Watsonville, send it as indicated in the RSA instructions.  If you do send it to Watsonville, expect an extra week delay because it must then be shipped to Michigan.
The newer (non-thru-hole gear) IS serviced at Watsonville, but NOT the classic gear.

73,
Don W3FPR

On 5/23/2019 1:56 PM, Doug Hensley wrote:

> Don, I think that is because the early stuff is farmed out to contract people who may not have an email routine going yet.  The K1 & K2's were usually handled by Don Wilhelm who just retired.  You might contact Elecraft support and ask them who they sent the rig to, when, where, etc.
>
> Don had done all my K1 & K2 work and was just marvelous.  Hopefully Elecraft keep that kind of talent at hand.
>
> Cheers,
>
> Doug W5JV
>
>>>>>>
>
> Message: 20
> Date: Thu, 23 May 2019 17:17:57 +0000
> From: Don Schroder <[hidden email]>
> To: Elecraft Reflector <[hidden email]>
> Subject: [Elecraft] To improve customer service
> Message-ID:
>          
> <[hidden email]
> tlook.com>
>
> Content-Type: text/plain; charset="utf-8"
>
> A good morning to all!
>
> I am sitting in my recliner, drinking a cup of java, and doing what I
> seem to do best, thinking,
>
> I?m thinking; when I sent my computer into the Company for repairs (under warranty), the Company did something I had never experienced before. They ?GAVE ME A WEEKLY UPDATE? every Friday by email or phone call, to tell me the status of my computer! Every week, I knew what was happening to my computer, (1) had they received it? (2) Were they working on it? (3) What have they found? (4 ) What problems have they encountered?  (5) Is it fixed? (6) Have they sent it back to me?
>
> On April 8th, I sent my K2 transceiver kit to Elecraft, to look at an issue I was having.
>
> On April 10th, (2 days later) Elecraft received my K2. I know this NOT because I was notified, but because I researched the tracking number.
>
> On May 7th, (29 days later), Elecraft cashed my deposit check that was sent with the K2. I know this NOT because I was notified, but because I researched my banking statements.
>
> On May 23rd, (today, 45 days later) I am beginning to think I may never see my K2 again!
>
> I?m thinking; wouldn?t it be nice if all Companies kept their customers ?informed? of a products status when sent in for repairs, like the computer Company did?
>
> I?m thinking; this would be a GREAT improvement to customer service!
>
> Don, KE0PVQ
> Let the lava flow begin
>
> Sent from Mail<https://go.microsoft.com/fwlink/?LinkId=550986> for
> Windows 10
>
>
>
>
>
>
> ______________________________________________________________
> 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
>

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[Bill K9YEQ]

Dave, thank you for stepping up.  Not an easy task. Thank God, you are in transition for Don.  Tough shoes, but you have steady feet.

72 & 73,
Bill
K9YEQ
FT'er for K2, KX1, KX3, KXPA100,  KAT500, W2, etc.

-----Original Message-----
From: [hidden email] <[hidden email]> On Behalf Of Dave Van Wallaghen
Sent: Thursday, May 23, 2019 6:47 PM
To: [hidden email]; Doug Hensley <[hidden email]>; Don Schroder <[hidden email]>
Cc: [hidden email]
Subject: Re: [Elecraft] To improve customer service (for the Classic gear)

Don,

I profusely apologize for the delay and lack of communication. As Don, W3FPR pointed out, Don was and I am a part time employee. For a whole host of reasons, that I won't go into at this time, the transition has been somewhat slow but I am making progress.

The amount of backlog has been overwhelming to an extent. But with Don's help we have managed to whittle much of it down.

I am not making excuses for the lack of communication and will improve my response as I work through this transition. Poor Don is supposed to be retired and still provides excellent support in my absence or heavy workload.

As he noted, my wife and I are on vacation well off of the grid. I do have some wifi here (sitting at the Tiki bar as I write this) but I am pretty much off the grid until next week.

I do totally love the Elecraft customer service paradigm and will continue to strive for that plateau. But it will take me a little time as I still work a fulltime profession as well as this part time venture plus family blah blah blah.

If I remember right, your rig was number 2 or 3 on my priority list and I will get right on it as soon as I return. I appreciate your patience in the interim and will be in touch soon.


73,
Dave, W8FGU
On May 23, 2019 13:03:13 Don Wilhelm <[hidden email]> wrote:

> Doug,
>
> Thanks for the nice words about my service.  When I was doing repairs
> for the classic gear, I did not have a staff (like they do in
> Watsonville) to send emails when the rig arrives, etc.  I would email
> customers when I started work on it, ask any questions about what the
> customer wanted when the RSA form was incomplete. and let the customer
> know if there were significant delays.
> Then when I finish with it, I would send the report to the office and
> the sales staff would contact the customer about payment.
> It is tough to keep up with emails, repairs and everything else when
> there is a backlog of repairs.  So working with a staff of one (me) it
> is difficult to keep up with customer communications in addition to
> providing prompt repair service.
>
> I was not a contract person, but a part time employee of Elecraft.
>
> I am certain Dave WFGU (who took over for me, and is also a part-time
> employee) is having similar problems.  In additions, he also works for
> his Fire Department which has him at the station full time for
> stretches between 2 and 4 days at a time, and he may not know that his
> XYL got a repair package in during those days.  I know he is currently
> on vacation and away from home - so any repair parcels are being held
> for him at the post office or UPS.
>
> Sorry that we cannot provide the same level of communications that are
> available out of Watsonville, but we do the best we can.  I had an
> advantage over Dave because I was not working a full time job when I
> was doing that legacy repair work.
>
> Some patience and understanding is required, and your tracking numbers
> can be relied on - I never found them to be wrong.
>
> Do not send an advance check with your RSA repair.  If a check is
> discovered, it must be sent to Watsonville, and will not be cashed
> until the repair is concluded.
>
> Also, do not send your classic gear to Watsonville, send it as
> indicated in the RSA instructions.  If you do send it to Watsonville,
> expect an extra week delay because it must then be shipped to Michigan.
> The newer (non-thru-hole gear) IS serviced at Watsonville, but NOT the
> classic gear.
>
> 73,
> Don W3FPR
>
> On 5/23/2019 1:56 PM, Doug Hensley wrote:
>> Don, I think that is because the early stuff is farmed out to
>> contract people who may not have an email routine going yet.  The K1
>> & K2's were usually handled by Don Wilhelm who just retired.  You
>> might contact Elecraft support and ask them who they sent the rig to, when, where, etc.
>>
>> Don had done all my K1 & K2 work and was just marvelous.  Hopefully
>> Elecraft keep that kind of talent at hand.
>>
>> Cheers,
>>
>> Doug W5JV
>>
>>>>>>>
>>
>> Message: 20
>> Date: Thu, 23 May 2019 17:17:57 +0000
>> From: Don Schroder <[hidden email]>
>> To: Elecraft Reflector <[hidden email]>
>> Subject: [Elecraft] To improve customer service
>> Message-ID:
>>          
>> <[hidden email]
>> utlook.com>
>>
>> Content-Type: text/plain; charset="utf-8"
>>
>> A good morning to all!
>>
>> I am sitting in my recliner, drinking a cup of java, and doing what I
>> seem to do best, thinking,
>>
>> I?m thinking; when I sent my computer into the Company for repairs
>> (under warranty), the Company did something I had never experienced
>> before. They ?GAVE ME A WEEKLY UPDATE? every Friday by email or phone
>> call, to tell me the status of my computer! Every week, I knew what
>> was happening to my computer, (1) had they received it? (2) Were they
>> working on it? (3) What have they found? (4 ) What problems have they
>> encountered?  (5) Is it fixed? (6) Have they sent it back to me?
>>
>> On April 8th, I sent my K2 transceiver kit to Elecraft, to look at an
>> issue I was having.
>>
>> On April 10th, (2 days later) Elecraft received my K2. I know this
>> NOT because I was notified, but because I researched the tracking number.
>>
>> On May 7th, (29 days later), Elecraft cashed my deposit check that
>> was sent with the K2. I know this NOT because I was notified, but
>> because I researched my banking statements.
>>
>> On May 23rd, (today, 45 days later) I am beginning to think I may
>> never see my K2 again!
>>
>> I?m thinking; wouldn?t it be nice if all Companies kept their
>> customers ?informed? of a products status when sent in for repairs,
>> like the computer Company did?
>>
>> I?m thinking; this would be a GREAT improvement to customer service!
>>
>> Don, KE0PVQ
>> Let the lava flow begin
>>
>> Sent from Mail<https://go.microsoft.com/fwlink/?LinkId=550986> for
>> Windows 10
>>
>>
>>
>>
>>
>>
>> ______________________________________________________________
>> 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

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[Dave Van Wallaghen-2]

I can't imagine trying to fill Don's shoes. Can't be done, plain and
simple. But I will strive to achieve the  level of service Don has provided
for years.


I can only help to mentor a number of future hams as Don for me. I've told
him, but will say it publicly that I can't thank him enough for his support
and mentorship. Not only is he a legend in this community but an
inspirational individual.


Again, for all out there looking for Classic Line support, please be
patient with all of us as we pull all of this together and we will achieve
the Elecraft level of support you are all used to receiving.


73,
Dave, W8FGU


On May 23, 2019 18:02:08 Bill Johnson <[hidden email]> wrote:


Show quoted text



73,
Dave, W8FGU
On May 23, 2019 18:02:08 Bill Johnson <[hidden email]> wrote:

> Dave, thank you for stepping up.  Not an easy task. Thank God, you are in
> transition for Don.  Tough shoes, but you have steady feet.
>
> 72 & 73,
> Bill
> K9YEQ
> FT'er for K2, KX1, KX3, KXPA100,  KAT500, W2, etc.
>
> -----Original Message-----
> From: [hidden email] <[hidden email]>
> On Behalf Of Dave Van Wallaghen
> Sent: Thursday, May 23, 2019 6:47 PM
> To: [hidden email]; Doug Hensley <[hidden email]>; Don Schroder
> <[hidden email]>
> Cc: [hidden email]
> Subject: Re: [Elecraft] To improve customer service (for the Classic gear)
>
> Don,
>
> I profusely apologize for the delay and lack of communication. As Don,
> W3FPR pointed out, Don was and I am a part time employee. For a whole host
> of reasons, that I won't go into at this time, the transition has been
> somewhat slow but I am making progress.
>
> The amount of backlog has been overwhelming to an extent. But with Don's
> help we have managed to whittle much of it down.
>
> I am not making excuses for the lack of communication and will improve my
> response as I work through this transition. Poor Don is supposed to be
> retired and still provides excellent support in my absence or heavy workload.
>
> As he noted, my wife and I are on vacation well off of the grid. I do have
> some wifi here (sitting at the Tiki bar as I write this) but I am pretty
> much off the grid until next week.
>
> I do totally love the Elecraft customer service paradigm and will continue
> to strive for that plateau. But it will take me a little time as I still
> work a fulltime profession as well as this part time venture plus family
> blah blah blah.
>
> If I remember right, your rig was number 2 or 3 on my priority list and I
> will get right on it as soon as I return. I appreciate your patience in the
> interim and will be in touch soon.
>
>
> 73,
> Dave, W8FGU
> On May 23, 2019 13:03:13 Don Wilhelm <[hidden email]> wrote:
>
>> Doug,
>>
>> Thanks for the nice words about my service.  When I was doing repairs
>> for the classic gear, I did not have a staff (like they do in
>> Watsonville) to send emails when the rig arrives, etc.  I would email
>> customers when I started work on it, ask any questions about what the
>> customer wanted when the RSA form was incomplete. and let the customer
>> know if there were significant delays.
>> Then when I finish with it, I would send the report to the office and
>> the sales staff would contact the customer about payment.
>> It is tough to keep up with emails, repairs and everything else when
>> there is a backlog of repairs.  So working with a staff of one (me) it
>> is difficult to keep up with customer communications in addition to
>> providing prompt repair service.
>>
>> I was not a contract person, but a part time employee of Elecraft.
>>
>> I am certain Dave WFGU (who took over for me, and is also a part-time
>> employee) is having similar problems.  In additions, he also works for
>> his Fire Department which has him at the station full time for
>> stretches between 2 and 4 days at a time, and he may not know that his
>> XYL got a repair package in during those days.  I know he is currently
>> on vacation and away from home - so any repair parcels are being held
>> for him at the post office or UPS.
>>
>> Sorry that we cannot provide the same level of communications that are
>> available out of Watsonville, but we do the best we can.  I had an
>> advantage over Dave because I was not working a full time job when I
>> was doing that legacy repair work.
>>
>> Some patience and understanding is required, and your tracking numbers
>> can be relied on - I never found them to be wrong.
>>
>> Do not send an advance check with your RSA repair.  If a check is
>> discovered, it must be sent to Watsonville, and will not be cashed
>> until the repair is concluded.
>>
>> Also, do not send your classic gear to Watsonville, send it as
>> indicated in the RSA instructions.  If you do send it to Watsonville,
>> expect an extra week delay because it must then be shipped to Michigan.
>> The newer (non-thru-hole gear) IS serviced at Watsonville, but NOT the
>> classic gear.
>>
>> 73,
>> Don W3FPR
>>
>> On 5/23/2019 1:56 PM, Doug Hensley wrote:
>>> Don, I think that is because the early stuff is farmed out to
>>> contract people who may not have an email routine going yet.  The K1
>>> & K2's were usually handled by Don Wilhelm who just retired.  You
>>> might contact Elecraft support and ask them who they sent the rig to, when,
>>> where, etc.
>>>
>>> Don had done all my K1 & K2 work and was just marvelous.  Hopefully
>>> Elecraft keep that kind of talent at hand.
>>>
>>> Cheers,
>>>
>>> Doug W5JV
>>>
>>>>>>>>
>>>
>>> Message: 20
>>> Date: Thu, 23 May 2019 17:17:57 +0000
>>> From: Don Schroder <[hidden email]>
>>> To: Elecraft Reflector <[hidden email]>
>>> Subject: [Elecraft] To improve customer service
>>> Message-ID:
>>>
>>> <[hidden email]
>>> utlook.com>
>>>
>>> Content-Type: text/plain; charset="utf-8"
>>>
>>> A good morning to all!
>>>
>>> I am sitting in my recliner, drinking a cup of java, and doing what I
>>> seem to do best, thinking,
>>>
>>> I?m thinking; when I sent my computer into the Company for repairs
>>> (under warranty), the Company did something I had never experienced
>>> before. They ?GAVE ME A WEEKLY UPDATE? every Friday by email or phone
>>> call, to tell me the status of my computer! Every week, I knew what
>>> was happening to my computer, (1) had they received it? (2) Were they
>>> working on it? (3) What have they found? (4 ) What problems have they
>>> encountered?  (5) Is it fixed? (6) Have they sent it back to me?
>>>
>>> On April 8th, I sent my K2 transceiver kit to Elecraft, to look at an
>>> issue I was having.
>>>
>>> On April 10th, (2 days later) Elecraft received my K2. I know this
>>> NOT because I was notified, but because I researched the tracking number.
>>>
>>> On May 7th, (29 days later), Elecraft cashed my deposit check that
>>> was sent with the K2. I know this NOT because I was notified, but
>>> because I researched my banking statements.
>>>
>>> On May 23rd, (today, 45 days later) I am beginning to think I may
>>> never see my K2 again!
>>>
>>> I?m thinking; wouldn?t it be nice if all Companies kept their
>>> customers ?informed? of a products status when sent in for repairs,
>>> like the computer Company did?
>>>
>>> I?m thinking; this would be a GREAT improvement to customer service!
>>>
>>> Don, KE0PVQ
>>> Let the lava flow begin
>>>
>>> Sent from Mail<https://go.microsoft.com/fwlink/?LinkId=550986> for
>>> Windows 10
>>>
>>>
>>>
>>>
>>>
>>>
>>> ______________________________________________________________
>>> 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
>
> ______________________________________________________________
> 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

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[Larry Shapiro]

Hi Don,
I am sorry that you aren't happy with the service so far.

I am a new Elecraft owner... 2 k3s and a k3,and kpa1500.
I bought the k3 used off of Ebay,and it had a problem.
Elecraft emailed me when they received it,gave me prices,and told me it
would be about 3 weeks.
I was happy.
Then the next day,I received an email telling me that they had fixed one
problem,and found another.
I said ok,fix it,and within 3 days it was done,and back in a box.
That was super fast,and the radio works great.

Rob in tech support has been helping me since the start.
He is fantastic.

Now to try out the used K3 in WPX CW this weekend :)
Larry k6ro





www.LSrarecoins.com
310-710-2869
-----Original Message-----
From: Don Schroder
Sent: Thursday, May 23, 2019 10:17 AM
To: Elecraft Reflector
Subject: [Elecraft] To improve customer service

A good morning to all!

I am sitting in my recliner, drinking a cup of java, and doing what I seem
to do best, thinking,

I’m thinking; when I sent my computer into the Company for repairs (under
warranty), the Company did something I had never experienced before. They
“GAVE ME A WEEKLY UPDATE” every Friday by email or phone call, to tell me
the status of my computer! Every week, I knew what was happening to my
computer, (1) had they received it? (2) Were they working on it? (3) What
have they found? (4 ) What problems have they encountered?  (5) Is it fixed?
(6) Have they sent it back to me?

On April 8th, I sent my K2 transceiver kit to Elecraft, to look at an issue
I was having.

On April 10th, (2 days later) Elecraft received my K2. I know this NOT
because I was notified, but because I researched the tracking number.

On May 7th, (29 days later), Elecraft cashed my deposit check that was sent
with the K2. I know this NOT because I was notified, but because I
researched my banking statements.

On May 23rd, (today, 45 days later) I am beginning to think I may never see
my K2 again!

I’m thinking; wouldn’t it be nice if all Companies kept their customers
“informed” of a products status when sent in for repairs, like the computer
Company did?

I’m thinking; this would be a GREAT improvement to customer service!

Don, KE0PVQ
Let the lava flow begin

Sent from Mail<https://go.microsoft.com/fwlink/?LinkId=550986> for Windows
10

______________________________________________________________
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Home: http://mailman.qth.net/mailman/listinfo/elecraft
Help: http://mailman.qth.net/mmfaq.htm
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[Frank Krozel]

Don, sorry to hear that you have had a bad experience with Elecraft.

Since I built K2-90X, I have had many conversations with the folks at Elecraft.
Don has helped me with the many K2’s I have had over the years (10?) and now realize that I should keep the one that is here now, a K2/100 that Don calibrated as probably one of his last ones before he handed the batton over.

Some of the questions and service I have asked for over the years was well over the top, one example was a KX3 that should have been discarded after lightning hit it (not my QTH, the guy I got it from) I believe Howard worked on that one for several (4?) hours.  I got it back in perfect shape!  I know he wasn’t happy with the condition of the radio but he kept working on it until it was done.  (I put the same amount of effort in my business, of which I have owned now for 30+ years.)
Each time, Elecraft excelled to the top helping me every step of the way.  
I got to know some of the early support folks quite well over the years.

Recently I got a used K3 that needed some set-up done.  One of the Techs walked me through for about an hour before we both realized that I really needed the USB cable to take it the next level.  Got that from them two days later, and I got a call from the Tech “to continue” until it was perfect.  
I am just thrilled with it now.

Elecraft is number one here and they earned that place.  
My arsenal consists of a K1, K2, KX3 and now a K3. (Yeah there are some Collins here as well as a recent KWM-380 that I just got running but Elecraft is the radio that is “always on”.

Yes I do have some other gear non-Elecraft gear but like Microsoft, I look at that equipment with an eye that I will never get that level of support from the others.  It took me many calls and a few mis-orders to get a clip for my 857 for example.

I hope that we continue to see the consistent service that has made Elecraft Number One in my eyes.

Congrats Wayne, Eric and the gang keep it up!

de Frank KG9H
 

>
>
>
> www.LSrarecoins.com
> 310-710-2869
> -----Original Message----- From: Don Schroder
> Sent: Thursday, May 23, 2019 10:17 AM
> To: Elecraft Reflector
> Subject: [Elecraft] To improve customer service
>
> A good morning to all!
>
> I am sitting in my recliner, drinking a cup of java, and doing what I seem to do best, thinking,
>
> I’m thinking; when I sent my computer into the Company for repairs (under warranty), the Company did something I had never experienced before. They “GAVE ME A WEEKLY UPDATE” every Friday by email or phone call, to tell me the status of my computer! Every week, I knew what was happening to my computer, (1) had they received it? (2) Were they working on it? (3) What have they found? (4 ) What problems have they encountered?  (5) Is it fixed? (6) Have they sent it back to me?
>
> On April 8th, I sent my K2 transceiver kit to Elecraft, to look at an issue I was having.
>
> On April 10th, (2 days later) Elecraft received my K2. I know this NOT because I was notified, but because I researched the tracking number.
>
> On May 7th, (29 days later), Elecraft cashed my deposit check that was sent with the K2. I know this NOT because I was notified, but because I researched my banking statements.
>
> On May 23rd, (today, 45 days later) I am beginning to think I may never see my K2 again!
>
> I’m thinking; wouldn’t it be nice if all Companies kept their customers “informed” of a products status when sent in for repairs, like the computer Company did?
>
> I’m thinking; this would be a GREAT improvement to customer service!
>
> Don, KE0PVQ
> Let the lava flow begin
>
> Sent from Mail<https://go.microsoft.com/fwlink/?LinkId=550986> for Windows 10
>
> ______________________________________________________________
> 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

______________________________________________________________
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Post: mailto:[hidden email]

This list hosted by: http://www.qsl.net
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[Terry Schieler-2]

In addition to Dave's many talents, he is also a fine drummer.  "Steady
feet" are a requirement and a result of years of hard work.

Terry, WØFM


-----Original Message-----
From: Bill Johnson [mailto:[hidden email]]
Sent: Thursday, May 23, 2019 7:02 PM
To: Dave Van Wallaghen; [hidden email]; Doug Hensley; Don Schroder
Cc: [hidden email]
Subject: Re: [Elecraft] To improve customer service (for the Classic gear)

Dave, thank you for stepping up.  Not an easy task. Thank God, you are in
transition for Don.  Tough shoes, but you have steady feet.

72 & 73,
Bill
K9YEQ
FT'er for K2, KX1, KX3, KXPA100,  KAT500, W2, etc.

-----Original Message-----
From: [hidden email] <[hidden email]> On
Behalf Of Dave Van Wallaghen
Sent: Thursday, May 23, 2019 6:47 PM
To: [hidden email]; Doug Hensley <[hidden email]>; Don Schroder
<[hidden email]>
Cc: [hidden email]
Subject: Re: [Elecraft] To improve customer service (for the Classic gear)

Don,

I profusely apologize for the delay and lack of communication. As Don, W3FPR
pointed out, Don was and I am a part time employee. For a whole host of
reasons, that I won't go into at this time, the transition has been somewhat
slow but I am making progress.

The amount of backlog has been overwhelming to an extent. But with Don's
help we have managed to whittle much of it down.

I am not making excuses for the lack of communication and will improve my
response as I work through this transition. Poor Don is supposed to be
retired and still provides excellent support in my absence or heavy
workload.

As he noted, my wife and I are on vacation well off of the grid. I do have
some wifi here (sitting at the Tiki bar as I write this) but I am pretty
much off the grid until next week.

I do totally love the Elecraft customer service paradigm and will continue
to strive for that plateau. But it will take me a little time as I still
work a fulltime profession as well as this part time venture plus family
blah blah blah.

If I remember right, your rig was number 2 or 3 on my priority list and I
will get right on it as soon as I return. I appreciate your patience in the
interim and will be in touch soon.


73,
Dave, W8FGU
On May 23, 2019 13:03:13 Don Wilhelm <[hidden email]> wrote:

> Doug,
>
> Thanks for the nice words about my service.  When I was doing repairs
> for the classic gear, I did not have a staff (like they do in
> Watsonville) to send emails when the rig arrives, etc.  I would email
> customers when I started work on it, ask any questions about what the
> customer wanted when the RSA form was incomplete. and let the customer
> know if there were significant delays.
> Then when I finish with it, I would send the report to the office and
> the sales staff would contact the customer about payment.
> It is tough to keep up with emails, repairs and everything else when
> there is a backlog of repairs.  So working with a staff of one (me) it
> is difficult to keep up with customer communications in addition to
> providing prompt repair service.
>
> I was not a contract person, but a part time employee of Elecraft.
>
> I am certain Dave WFGU (who took over for me, and is also a part-time
> employee) is having similar problems.  In additions, he also works for
> his Fire Department which has him at the station full time for
> stretches between 2 and 4 days at a time, and he may not know that his
> XYL got a repair package in during those days.  I know he is currently
> on vacation and away from home - so any repair parcels are being held
> for him at the post office or UPS.
>
> Sorry that we cannot provide the same level of communications that are
> available out of Watsonville, but we do the best we can.  I had an
> advantage over Dave because I was not working a full time job when I
> was doing that legacy repair work.
>
> Some patience and understanding is required, and your tracking numbers
> can be relied on - I never found them to be wrong.
>
> Do not send an advance check with your RSA repair.  If a check is
> discovered, it must be sent to Watsonville, and will not be cashed
> until the repair is concluded.
>
> Also, do not send your classic gear to Watsonville, send it as
> indicated in the RSA instructions.  If you do send it to Watsonville,
> expect an extra week delay because it must then be shipped to Michigan.
> The newer (non-thru-hole gear) IS serviced at Watsonville, but NOT the
> classic gear.
>
> 73,
> Don W3FPR
>
> On 5/23/2019 1:56 PM, Doug Hensley wrote:
>> Don, I think that is because the early stuff is farmed out to
>> contract people who may not have an email routine going yet.  The K1
>> & K2's were usually handled by Don Wilhelm who just retired.  You
>> might contact Elecraft support and ask them who they sent the rig to,

when, where, etc.

>>
>> Don had done all my K1 & K2 work and was just marvelous.  Hopefully
>> Elecraft keep that kind of talent at hand.
>>
>> Cheers,
>>
>> Doug W5JV
>>
>>>>>>>
>>
>> Message: 20
>> Date: Thu, 23 May 2019 17:17:57 +0000
>> From: Don Schroder <[hidden email]>
>> To: Elecraft Reflector <[hidden email]>
>> Subject: [Elecraft] To improve customer service
>> Message-ID:
>>          
>> <[hidden email]
>> utlook.com>
>>
>> Content-Type: text/plain; charset="utf-8"
>>
>> A good morning to all!
>>
>> I am sitting in my recliner, drinking a cup of java, and doing what I
>> seem to do best, thinking,
>>
>> I?m thinking; when I sent my computer into the Company for repairs
>> (under warranty), the Company did something I had never experienced
>> before. They ?GAVE ME A WEEKLY UPDATE? every Friday by email or phone
>> call, to tell me the status of my computer! Every week, I knew what
>> was happening to my computer, (1) had they received it? (2) Were they
>> working on it? (3) What have they found? (4 ) What problems have they
>> encountered?  (5) Is it fixed? (6) Have they sent it back to me?
>>
>> On April 8th, I sent my K2 transceiver kit to Elecraft, to look at an
>> issue I was having.
>>
>> On April 10th, (2 days later) Elecraft received my K2. I know this
>> NOT because I was notified, but because I researched the tracking number.
>>
>> On May 7th, (29 days later), Elecraft cashed my deposit check that
>> was sent with the K2. I know this NOT because I was notified, but
>> because I researched my banking statements.
>>
>> On May 23rd, (today, 45 days later) I am beginning to think I may
>> never see my K2 again!
>>
>> I?m thinking; wouldn?t it be nice if all Companies kept their
>> customers ?informed? of a products status when sent in for repairs,
>> like the computer Company did?
>>
>> I?m thinking; this would be a GREAT improvement to customer service!
>>
>> Don, KE0PVQ
>> Let the lava flow begin
>>
>> Sent from Mail<https://go.microsoft.com/fwlink/?LinkId=550986> for
>> Windows 10
>>
>>
>>
>>
>>
>>
>> ______________________________________________________________
>> 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

______________________________________________________________
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[Dave Van Wallaghen-2]

You are right Terry! And I need to get back to some that when I return, for
a little life balance.


73,
Dave, W8FGU
On May 24, 2019 09:46:28 "Terry Schieler" <[hidden email]> wrote:

> In addition to Dave's many talents, he is also a fine drummer.  "Steady
> feet" are a requirement and a result of years of hard work.
>
> Terry, WØFM
>
>
> -----Original Message-----
> From: Bill Johnson [mailto:[hidden email]]
> Sent: Thursday, May 23, 2019 7:02 PM
> To: Dave Van Wallaghen; [hidden email]; Doug Hensley; Don Schroder
> Cc: [hidden email]
> Subject: Re: [Elecraft] To improve customer service (for the Classic gear)
>
> Dave, thank you for stepping up.  Not an easy task. Thank God, you are in
> transition for Don.  Tough shoes, but you have steady feet.
>
> 72 & 73,
> Bill
> K9YEQ
> FT'er for K2, KX1, KX3, KXPA100,  KAT500, W2, etc.
>
> -----Original Message-----
> From: [hidden email] <[hidden email]> On
> Behalf Of Dave Van Wallaghen
> Sent: Thursday, May 23, 2019 6:47 PM
> To: [hidden email]; Doug Hensley <[hidden email]>; Don Schroder
> <[hidden email]>
> Cc: [hidden email]
> Subject: Re: [Elecraft] To improve customer service (for the Classic gear)
>
> Don,
>
> I profusely apologize for the delay and lack of communication. As Don, W3FPR
> pointed out, Don was and I am a part time employee. For a whole host of
> reasons, that I won't go into at this time, the transition has been somewhat
> slow but I am making progress.
>
> The amount of backlog has been overwhelming to an extent. But with Don's
> help we have managed to whittle much of it down.
>
> I am not making excuses for the lack of communication and will improve my
> response as I work through this transition. Poor Don is supposed to be
> retired and still provides excellent support in my absence or heavy
> workload.
>
> As he noted, my wife and I are on vacation well off of the grid. I do have
> some wifi here (sitting at the Tiki bar as I write this) but I am pretty
> much off the grid until next week.
>
> I do totally love the Elecraft customer service paradigm and will continue
> to strive for that plateau. But it will take me a little time as I still
> work a fulltime profession as well as this part time venture plus family
> blah blah blah.
>
> If I remember right, your rig was number 2 or 3 on my priority list and I
> will get right on it as soon as I return. I appreciate your patience in the
> interim and will be in touch soon.
>
>
> 73,
> Dave, W8FGU
> On May 23, 2019 13:03:13 Don Wilhelm <[hidden email]> wrote:
>
>> Doug,
>>
>> Thanks for the nice words about my service.  When I was doing repairs
>> for the classic gear, I did not have a staff (like they do in
>> Watsonville) to send emails when the rig arrives, etc.  I would email
>> customers when I started work on it, ask any questions about what the
>> customer wanted when the RSA form was incomplete. and let the customer
>> know if there were significant delays.
>> Then when I finish with it, I would send the report to the office and
>> the sales staff would contact the customer about payment.
>> It is tough to keep up with emails, repairs and everything else when
>> there is a backlog of repairs.  So working with a staff of one (me) it
>> is difficult to keep up with customer communications in addition to
>> providing prompt repair service.
>>
>> I was not a contract person, but a part time employee of Elecraft.
>>
>> I am certain Dave WFGU (who took over for me, and is also a part-time
>> employee) is having similar problems.  In additions, he also works for
>> his Fire Department which has him at the station full time for
>> stretches between 2 and 4 days at a time, and he may not know that his
>> XYL got a repair package in during those days.  I know he is currently
>> on vacation and away from home - so any repair parcels are being held
>> for him at the post office or UPS.
>>
>> Sorry that we cannot provide the same level of communications that are
>> available out of Watsonville, but we do the best we can.  I had an
>> advantage over Dave because I was not working a full time job when I
>> was doing that legacy repair work.
>>
>> Some patience and understanding is required, and your tracking numbers
>> can be relied on - I never found them to be wrong.
>>
>> Do not send an advance check with your RSA repair.  If a check is
>> discovered, it must be sent to Watsonville, and will not be cashed
>> until the repair is concluded.
>>
>> Also, do not send your classic gear to Watsonville, send it as
>> indicated in the RSA instructions.  If you do send it to Watsonville,
>> expect an extra week delay because it must then be shipped to Michigan.
>> The newer (non-thru-hole gear) IS serviced at Watsonville, but NOT the
>> classic gear.
>>
>> 73,
>> Don W3FPR
>>
>> On 5/23/2019 1:56 PM, Doug Hensley wrote:
>>> Don, I think that is because the early stuff is farmed out to
>>> contract people who may not have an email routine going yet.  The K1
>>> & K2's were usually handled by Don Wilhelm who just retired.  You
>>> might contact Elecraft support and ask them who they sent the rig to,
> when, where, etc.
>>>
>>> Don had done all my K1 & K2 work and was just marvelous.  Hopefully
>>> Elecraft keep that kind of talent at hand.
>>>
>>> Cheers,
>>>
>>> Doug W5JV
>>>
>>>>>>>>
>>>
>>> Message: 20
>>> Date: Thu, 23 May 2019 17:17:57 +0000
>>> From: Don Schroder <[hidden email]>
>>> To: Elecraft Reflector <[hidden email]>
>>> Subject: [Elecraft] To improve customer service
>>> Message-ID:
>>>
>>> <[hidden email]
>>> utlook.com>
>>>
>>> Content-Type: text/plain; charset="utf-8"
>>>
>>> A good morning to all!
>>>
>>> I am sitting in my recliner, drinking a cup of java, and doing what I
>>> seem to do best, thinking,
>>>
>>> I?m thinking; when I sent my computer into the Company for repairs
>>> (under warranty), the Company did something I had never experienced
>>> before. They ?GAVE ME A WEEKLY UPDATE? every Friday by email or phone
>>> call, to tell me the status of my computer! Every week, I knew what
>>> was happening to my computer, (1) had they received it? (2) Were they
>>> working on it? (3) What have they found? (4 ) What problems have they
>>> encountered?  (5) Is it fixed? (6) Have they sent it back to me?
>>>
>>> On April 8th, I sent my K2 transceiver kit to Elecraft, to look at an
>>> issue I was having.
>>>
>>> On April 10th, (2 days later) Elecraft received my K2. I know this
>>> NOT because I was notified, but because I researched the tracking number.
>>>
>>> On May 7th, (29 days later), Elecraft cashed my deposit check that
>>> was sent with the K2. I know this NOT because I was notified, but
>>> because I researched my banking statements.
>>>
>>> On May 23rd, (today, 45 days later) I am beginning to think I may
>>> never see my K2 again!
>>>
>>> I?m thinking; wouldn?t it be nice if all Companies kept their
>>> customers ?informed? of a products status when sent in for repairs,
>>> like the computer Company did?
>>>
>>> I?m thinking; this would be a GREAT improvement to customer service!
>>>
>>> Don, KE0PVQ
>>> Let the lava flow begin
>>>
>>> Sent from Mail<https://go.microsoft.com/fwlink/?LinkId=550986> for
>>> Windows 10
>>>
>>>
>>>
>>>
>>>
>>>
>>> ______________________________________________________________
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>>> Post: mailto:[hidden email]
>>>
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>>> email list: http://www.qsl.net/donate.html
>>>
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>>
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>> list: http://www.qsl.net/donate.html
>
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