One of the tools available to any aggrieved customer today is a huge soapbox in the form of many reflectors that provide a widespread audience for gripes like Charlie's. As a Tech Support guy myself, I worry every day about this kind of thing. I think it's probably not a bad thing that these forums are available. It keeps me on my toes. It gives the customer some leverage to make sure companies pay attention. Can it be misused to make a mountain from a molehill? Of course it can. Can a customer wield this power unfairly or abusively? Certainly he can. But only a very small number will do so.... the vast majority will have a legitimate complaint. We all have to be careful not to "rush to judgement" and examine the facts presented from both sides before reaching any conclusions.
I don't know all the facts in this case, or who is right or wrong, but the availability of this kind of forum is inescapable today, so we in the Customer Service and Tech Support business need to pay close attention and give the best answers we can the first time a customer asks. We need to look at each customer as an important part of our business, one on which our company's future depends. And no matter how big or small a company may be, we need to remember it is built one customer at a time. Just my two cents..... 73, Jerry K3BZ ----- Original Message ----- From: Ron Notarius W3WN To: [email protected] Sent: Thursday, October 25, 2007 7:23 AM Subject: RE: [DX-CHAT] Ten Tec woes With all due respect to Charles, I find his recanting of this story, well, insufficient. There has GOT to be a little more to the story! I am further disturbed, as a Ten Tec owner myself, that Charles did not take advantage of the excellent Ten-Tec reflector and the available help there. I forwarded the gist of the message on to that reflector, and I know of at least one user who is willing to help him solve the problem. But what bothers me most about this posting of his is the scattershot way it is sent to multiple reflectors, none of which are directly related to the manufacturer or user base, all damning the company because of a single incident. And again, we've only heard one side of the story. And have you looked at the original message exchange that led to the rant? Charles detailed a problem and requested suggestions on how to repair it. The Service Manager told him a likely cause. Was it a terse reply? Yes. But -- without seeing the unit in person, what damage was caused, and most importantly without seeing what happened... what did you expect? Sorry Charles. You have a right to be unhappy. But your rant is, IMHO, way out of line and overblown. 73 -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of DAVE WHITE Sent: Thursday, October 25, 2007 6:02 AM To: [EMAIL PROTECTED]; [EMAIL PROTECTED]; [EMAIL PROTECTED]; [EMAIL PROTECTED]; [EMAIL PROTECTED]; [EMAIL PROTECTED]; [EMAIL PROTECTED]; [EMAIL PROTECTED]; [EMAIL PROTECTED]; [email protected] Subject: [DX-CHAT] Re: [DX-NEWS] Ten Tec woes Things must have changed dramatically since I last dealt with Tentec. I had an Omni V back in about 1990 and had a problem with a switch board. Tentec helped me to diagnose the problem and sent me a new board free of charge, I just had to pay the shipping. They were extremely helpful with advice and technical literature. All part of a small company growing into a larger company and not having the organisational capability???? Dave G0OIL Charles Harpole <[EMAIL PROTECTED]> wrote: Hello Paul, I am sorry to say your response is the winner of the MOST LAME CUSTOMER SERVICE RESPONSE of the year, maybe the decade. This cap blow up problem is now on its THIRD occasion, with identical symptoms, happening on Florida electrical AC power and now on a different electrical power, WITH NO lightning anywhere within sight on any of the occasions. In all cases, I monitor my AC power with a good meter all the time, and have NEVER observed power spikes upward and only the usual 5 volt dip when the air con comes on. I know micro spikes and dips can occur, but to think that such would cause a disk cermaic cap to blow up ON THE METER SHUNT BOARD, borders on stupid given THREE breaker/fuse before that, etc etc. I think this unit has a design flaw that you either do not know about or want to ignore. Further, your company should be aware of the poor reputation your customer contact history has. In my case, twice I have come close to ordering an ORION, and after a brief query with your offices, have been put off by the terse, simplistic answers. TEN TEC has some great products, but the co. should ask itself, Why is it not a major power in the ham radio field? Certainly, if you ask, I can tell you. Meanwhile, I see that I am on my own and that Ten Tec products are basically sold "as is" and rapidly become orphans in the storm. Good luck, Ten Tec will need it. Charles Harpole [EMAIL PROTECTED] >From: "Paul Clinton" >To: "Charles Harpole" >Subject: Re: 425 amp query >Date: Mon, 22 Oct 2007 04:20:29 -0400 > >Dear Charles: > >Probably caused by a surge on the AC line, possibly lightning. > >73, >Paul R. Clinton >WD4EBR >Service Manager > >----- Original Message ----- >From: "Charles Harpole" >To: >Sent: Monday, October 22, 2007 8:40 AM >Subject: 425 amp query > > > > To: Oct. 22, 2007 > > Ten-Tec, Inc. > > 1185 Dolly Parton Prky. > > Sevierville, TN 37862 > > > > Hello Paul in Repair: > > > > My Ten Tec Titan 425 (first version), serial # 60A10120 was repaired in >your > > shop on Feb. 1, 2006, Invoice number 091959, order number 093150. At >that > > time you repaired the Meter Shunt board and a number of other items. >This > > was the second such failure in the life of this unit. > > > > Since receiving the unit, I have used it for about 30 hours and now have >the > > same failure again. A flat mica disk cap. on the meter shunt board is >blown > > open physically, and the 25 watt resistor in the power supply also >burned > > up. My home breaker stopped further damage. This is the third failure. > > > > I am writing for suggestions for repair because this fault appears to be > > happening often in this product. I need advice because I do not want > > further factory $330. repair bills on a unit that appears to have a >design > > fault. > > > > Please help. > > > > Charles Harpole > > K4VUD > > [EMAIL PROTECTED] _________________________________________________________________ Peek-a-boo FREE Tricks & Treats for You! http://www.reallivemoms.com?ocid=TXT_TAGHM&loc=us ---------------------------------------------------------- Archives http://www.mail-archive.com/[EMAIL PROTECTED] THE DXR is sponsored by the North Jersey DX Association. 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