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: [email protected] <[email protected]> On Behalf Of Dave Van Wallaghen Sent: Thursday, May 23, 2019 6:47 PM To: [email protected]; Doug Hensley <[email protected]>; Don Schroder <[email protected]> Cc: [email protected] 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 <[email protected]> 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 <[email protected]> >> To: Elecraft Reflector <[email protected]> >> Subject: [Elecraft] To improve customer service >> Message-ID: >> >> <byapr02mb58793d242e5910bee56677f8aa...@byapr02mb5879.namprd02.prod.o >> 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:[email protected] >> >> 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:[email protected] > > 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:[email protected] 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:[email protected] This list hosted by: http://www.qsl.net Please help support this email list: http://www.qsl.net/donate.html
