Re: [DX-CHAT] Ten Tec woes
Hi everyone Usually I read but never reply to mail on here but I am staggered by the reply Charles got !!! Customer service!! Glad I spent my £ notes on Kenwood. Hope the rest of us get a good weekend dx-ing, with NO rig failures Best to everyone David G3XYP - Original Message - From: Charles Harpole [EMAIL PROTECTED] To: [EMAIL PROTECTED]; [EMAIL PROTECTED]; [EMAIL PROTECTED]; [EMAIL PROTECTED]; [EMAIL PROTECTED]; [EMAIL PROTECTED]; [EMAIL PROTECTED]; [EMAIL PROTECTED]; dx-chat@njdxa.org Sent: Thursday, October 25, 2007 12:57 AM Subject: [DX-CHAT] Ten Tec woes 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 [EMAIL PROTECTED] To: Charles Harpole [EMAIL PROTECTED] 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 [EMAIL PROTECTED] To: [EMAIL PROTECTED] 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_TAGHMloc=us Subscribe/unsubscribe, feedback, FAQ, problems http://njdxa.org/dx-chat To post a message, DX related items only, dx-chat@njdxa.org This is the DX-CHAT reflector sponsored by the NJDXA http://njdxa.org Subscribe/unsubscribe, feedback, FAQ, problems http://njdxa.org/dx-chat To post a message, DX related items only, dx-chat@njdxa.org This is the DX-CHAT reflector sponsored by the NJDXA http://njdxa.org
[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_TAGHMloc=us -- Archives http://www.mail-archive.com/[EMAIL PROTECTED] THE DXR is sponsored by the North Jersey DX Association. Please visit our website: http://www.njdxa.org/index.php scroll to bottom for subscribe/unsubscribe options -- Subscribe/unsubscribe, feedback, FAQ, problems http://njdxa.org/dx-chat To post a message, DX related items only, dx-chat@njdxa.org This is the DX-CHAT reflector sponsored by the NJDXA http://njdxa.org
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]; dx-chat@njdxa.org 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
Re: [DX-CHAT] Ten Tec woes
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: dx-chat@njdxa.org 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]; dx-chat@njdxa.org 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.
[DX-CHAT] a little more on Ten Tec woes
Ron sends me, with kindness, to other hams for help... good idea when dealing with a company that offers so little help itself. Ron's suggestion confirms my assertion that Ten Tec has a customer service problem radios that are orphans in the storm. I hope my message is a wake up call to a company whose products I admire and mostly proudly own. Three strikes.. ur out in the old ball game 73 Charles Harpole [EMAIL PROTECTED] _ Spiderman 3 Spin to Win! Your chance to win $50,000 many other great prizes! Play now! http://spiderman3.msn.com Subscribe/unsubscribe, feedback, FAQ, problems http://njdxa.org/dx-chat To post a message, DX related items only, dx-chat@njdxa.org This is the DX-CHAT reflector sponsored by the NJDXA http://njdxa.org
[DX-CHAT] a little help pse
I am getting ready to change out the memory battery in my ft1000mp after a bit over 9 years. I wud like to discuss the process with guys who have done it already and need to know where to go to find such a group. Any help? steve, k8wk Subscribe/unsubscribe, feedback, FAQ, problems http://njdxa.org/dx-chat To post a message, DX related items only, dx-chat@njdxa.org This is the DX-CHAT reflector sponsored by the NJDXA http://njdxa.org
[DX-CHAT] how to do good cust. service
How to do good customer service, GCS 101: -sympathize, especially if the customer appears reasonable. -offer immediate help and offer long term contact. --get the full details of the problem. -answer FULLY or promise fast get back to u. -look for openings to encourage the customer to continue to purchase ur product line... like I love ur product, but right now I have a problem... -and most of all, if u are in the niche product business like ham radio with a knowledgable customer base realize the implications of that and act on it. Ham radios have long lives; it is great that Mr. Mfg. builds them to last; it is great that a ham will love a radio enuf to keep it for 40 yrs--AND WE WILL-- and then Mr. Mfg. recognize u r in this unique business of ham radio with these characteristics and either live happily with that fact or change ur target market. Remember that the appearance of willingness to help,at first, is as important as the help that is then offered. Or, read some books on the topic of GCS 101. Charles Harpole [EMAIL PROTECTED] _ Climb to the top of the charts! Play the word scramble challenge with star power. http://club.live.com/star_shuffle.aspx?icid=starshuffle_hotmailtextlink2_oct Subscribe/unsubscribe, feedback, FAQ, problems http://njdxa.org/dx-chat To post a message, DX related items only, dx-chat@njdxa.org This is the DX-CHAT reflector sponsored by the NJDXA http://njdxa.org
[DX-NEWS] how to do good cust. service
How to do good customer service, GCS 101: -sympathize, especially if the customer appears reasonable. -offer immediate help and offer long term contact. --get the full details of the problem. -answer FULLY or promise fast get back to u. -look for openings to encourage the customer to continue to purchase ur product line... like I love ur product, but right now I have a problem... -and most of all, if u are in the niche product business like ham radio with a knowledgable customer base realize the implications of that and act on it. Ham radios have long lives; it is great that Mr. Mfg. builds them to last; it is great that a ham will love a radio enuf to keep it for 40 yrs--AND WE WILL-- and then Mr. Mfg. recognize u r in this unique business of ham radio with these characteristics and either live happily with that fact or change ur target market. Remember that the appearance of willingness to help,at first, is as important as the help that is then offered. Or, read some books on the topic of GCS 101. Charles Harpole [EMAIL PROTECTED] _ Climb to the top of the charts! Play the word scramble challenge with star power. http://club.live.com/star_shuffle.aspx?icid=starshuffle_hotmailtextlink2_oct -- Archives http://www.mail-archive.com/[EMAIL PROTECTED] THE DXR is sponsored by the North Jersey DX Association. Please visit our website: http://www.njdxa.org/index.php scroll to bottom for subscribe/unsubscribe options --
Re: [DX-CHAT] Ten Tec woes
And not even Kenwood...Long story short...Kenwood rejected my delivery, Credit card info inside, email telling them the CC was there and they still refused..got the radio back after customs played a little soccer..radio down the drain...literally KENWOOD SUCKS!!! 73 de HK3CW - Original Message - From: David Rollitt [EMAIL PROTECTED] To: dx-chat@njdxa.org Sent: Thursday, October 25, 2007 1:52 AM Subject: Re: [DX-CHAT] Ten Tec woes Hi everyone Usually I read but never reply to mail on here but I am staggered by the reply Charles got !!! Customer service!! Glad I spent my £ notes on Kenwood. Hope the rest of us get a good weekend dx-ing, with NO rig failures Best to everyone David G3XYP - Original Message - From: Charles Harpole [EMAIL PROTECTED] To: [EMAIL PROTECTED]; [EMAIL PROTECTED]; [EMAIL PROTECTED]; [EMAIL PROTECTED]; [EMAIL PROTECTED]; [EMAIL PROTECTED]; [EMAIL PROTECTED]; [EMAIL PROTECTED]; dx-chat@njdxa.org Sent: Thursday, October 25, 2007 12:57 AM Subject: [DX-CHAT] Ten Tec woes 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 [EMAIL PROTECTED] To: Charles Harpole [EMAIL PROTECTED] 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 [EMAIL PROTECTED] To: [EMAIL PROTECTED] 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_TAGHMloc=us Subscribe/unsubscribe, feedback, FAQ, problems http://njdxa.org/dx-chat To post a message, DX related items only, dx-chat@njdxa.org This is the DX-CHAT reflector sponsored by the NJDXA http://njdxa.org Subscribe/unsubscribe, feedback, FAQ, problems http://njdxa.org/dx-chat To post a message, DX related items only, dx-chat@njdxa.org This is the DX-CHAT reflector sponsored by the NJDXA http://njdxa.org Subscribe/unsubscribe, feedback, FAQ, problems http://njdxa.org/dx-chat To post a message, DX related items only, dx-chat@njdxa.org This is the DX-CHAT reflector sponsored by the NJDXA http://njdxa.org
Re: [DX-CHAT] a little more on Ten Tec woes
At 08:26 AM 10/25/2007, Charles Harpole wrote: Ron's suggestion confirms my assertion that Ten Tec has a customer service problem radios that are orphans in the storm. I hope my message is a wake up call to a company whose products I admire and mostly proudly own. Three strikes.. ur out in the old ball game 73 I think you may have just bought your last new piece of T-T gear, whether you meant to or not. I've heard a few stories out there how T-T fires customers who slag them publicly by refusing to sell them anything new. Personally, I own one piece of T-T gear (a 238 tuner). It's OK, I suppose, but there are better out there and for less money. I'd briefly considered an Orion-2 but I think next year I'm going to pick up either a Flexradio or a K3 to replace my much-despised-and-frequently-deaf Mark-V. Cheers, Peter, W2IRT Subscribe/unsubscribe, feedback, FAQ, problems http://njdxa.org/dx-chat To post a message, DX related items only, dx-chat@njdxa.org This is the DX-CHAT reflector sponsored by the NJDXA http://njdxa.org
Re: [DX-CHAT] a little more on Ten Tec woes
At 09:40 AM 10/25/2007, Peter Dougherty wrote: I'm going to pick up either a Flexradio or a K3 to replace my much-despised-and-frequently-deaf Mark-V. Peter, that's an interesting comment. I have a FT-1000MP that I absolutely would not part with. I'm wondering if there is that much difference in it and the MK-V, or I just don't know any better. Several years I had the opportunity to play with a MK-V for a weekend at a friends house. He was trying to decide whether or not to buy a MK-V or an original MP. After a weekend with the MK-V, he bought a used MP, and I decided that I would rather have the MP. Is there really that much difference? 73, Mike, W5UC age treachery will overcome youth skill http://www.suddenlink.net/pages/w5uc/ Subscribe/unsubscribe, feedback, FAQ, problems http://njdxa.org/dx-chat To post a message, DX related items only, dx-chat@njdxa.org This is the DX-CHAT reflector sponsored by the NJDXA http://njdxa.org
[DX-CHAT] Re: [DX-NEWS] how to do good cust. service
Charles is right. The practice served me well for 35 years in the service business. I disarmed lots of customers just by listening to them and provide assurance of a solution to the problem.. Lou KE1FA Sony retiree. Charles Harpole wrote: How to do good customer service, GCS 101: -sympathize, especially if the customer appears reasonable. -offer immediate help and offer long term contact. --get the full details of the problem. -answer FULLY or promise fast get back to u. -look for openings to encourage the customer to continue to purchase ur product line... like I love ur product, but right now I have a problem... -and most of all, if u are in the niche product business like ham radio with a knowledgable customer base realize the implications of that and act on it. Ham radios have long lives; it is great that Mr. Mfg. builds them to last; it is great that a ham will love a radio enuf to keep it for 40 yrs--AND WE WILL-- and then Mr. Mfg. recognize u r in this unique business of ham radio with these characteristics and either live happily with that fact or change ur target market. Remember that the appearance of willingness to help,at first, is as important as the help that is then offered. Or, read some books on the topic of GCS 101. Charles Harpole [EMAIL PROTECTED] _ Climb to the top of the charts! Play the word scramble challenge with star power. http://club.live.com/star_shuffle.aspx?icid=starshuffle_hotmailtextlink2_oct -- Archives http://www.mail-archive.com/[EMAIL PROTECTED] THE DXR is sponsored by the North Jersey DX Association. Please visit our website: http://www.njdxa.org/index.php scroll to bottom for subscribe/unsubscribe options -- Subscribe/unsubscribe, feedback, FAQ, problems http://njdxa.org/dx-chat To post a message, DX related items only, dx-chat@njdxa.org This is the DX-CHAT reflector sponsored by the NJDXA http://njdxa.org
Re: [DX-NEWS] how to do good cust. service
Charles is right. The practice served me well for 35 years in the service business. I disarmed lots of customers just by listening to them and provide assurance of a solution to the problem.. Lou KE1FA Sony retiree. Charles Harpole wrote: How to do good customer service, GCS 101: -sympathize, especially if the customer appears reasonable. -offer immediate help and offer long term contact. --get the full details of the problem. -answer FULLY or promise fast get back to u. -look for openings to encourage the customer to continue to purchase ur product line... like I love ur product, but right now I have a problem... -and most of all, if u are in the niche product business like ham radio with a knowledgable customer base realize the implications of that and act on it. Ham radios have long lives; it is great that Mr. Mfg. builds them to last; it is great that a ham will love a radio enuf to keep it for 40 yrs--AND WE WILL-- and then Mr. Mfg. recognize u r in this unique business of ham radio with these characteristics and either live happily with that fact or change ur target market. Remember that the appearance of willingness to help,at first, is as important as the help that is then offered. Or, read some books on the topic of GCS 101. Charles Harpole [EMAIL PROTECTED] _ Climb to the top of the charts! Play the word scramble challenge with star power. http://club.live.com/star_shuffle.aspx?icid=starshuffle_hotmailtextlink2_oct -- Archives http://www.mail-archive.com/[EMAIL PROTECTED] THE DXR is sponsored by the North Jersey DX Association. Please visit our website: http://www.njdxa.org/index.php scroll to bottom for subscribe/unsubscribe options -- -- Archives http://www.mail-archive.com/[EMAIL PROTECTED] THE DXR is sponsored by the North Jersey DX Association. Please visit our website: http://www.njdxa.org/index.php scroll to bottom for subscribe/unsubscribe options --
[DX-CHAT] Ten Tec woes SEDCO III
FWIW: I was in Tennessee a few weeks back and decided to stay for the Ten Tec hamfest SEDCO III. Both events were outstanding and I plan on going back next year. I've wanted to play with the Orion but there is always a crowd at the Ten Tec booth at Dayton (seems to be the only hamfest they attend) They have a store on site so on Monday I went thinking I would beat the crowd and play with the radio. I was flabbergasted... no equipment was set up. They have a display of their kits but they are in a glass case and one cannot touch or feel. The store is quite small and MFJ shared the lions amount of space. There were 3 used Ten Tec radios in the case for sale. NO radios to play with. On Friday I went to the open house and they all of their radios set up. The Orion was not set up properly and it took one of the reps a few minutes to figure why it wasn't receiving anything. They had no isolation filters so if someone was transmitting on one radio nothing could be heard on the other radios. Nice guys, nice facility but poor presentation. Based on what I saw (and several other guys I chatted with) a Ten Tec radio was not in our future. SEDCO III was well worth the trip and most informative. If you didn't go put it on your sechdule for next year. At 07:57 PM 10/24/2007, Charles Harpole 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] Jack Hartley K4WSB / VP2MSB ARRL - QCWA - OOTC DXCC Honor Roll Subscribe/unsubscribe, feedback, FAQ, problems http://njdxa.org/dx-chat To post a message, DX related items only, dx-chat@njdxa.org This is the DX-CHAT reflector sponsored by the NJDXA http://njdxa.org
[DX-CHAT] RE: a little more on Ten Tec woes
I am not going to get into the middle of this, at least not anymore than I already have. Many users groups have independant reflectors to exchange ideas, information, and help. I'm a member of the Ten Tec Reflector that's on the contesting.com server, so I tried to get Charles some help. Now I do not know Paul Clinton, and have never dealt with him. I may have said hello to him at the Ten Tec booth at Hamvention at one time or another, but that's it. So I am not in a position to comment on his actions, in all fairness. I will, however, in all fairness to Ten Tec the company relay two comments I have heard (since posting Charles problem) on the reflector: (1) Bring your concerns to the reflector. People will help. (2) If you have a factory service problem, talk to the bench techs directly Item sounds to me, on the surface and based on second hand information, like a problem with A PERSON, not with a company. And if this is true, something I obviously have no opinion on due to lack of direct experience, then the problem with THIS PERSON should be brought to the company's attention. But I've never personally had a problem with Ten Tec sales or service. And that goes back almost 25 years when I worked in a dealership that sold Ten Tec, along with the Big 3 and the various Little Fish. 'nuf said. I'm looking for 1A4A on 30 tonight, wish me luck! 73, ron w3wn -Original Message- From: Charles Harpole [mailto:[EMAIL PROTECTED] Sent: Thursday, October 25, 2007 8:26 AM To: [EMAIL PROTECTED]; dx-chat@njdxa.org Subject: a little more on Ten Tec woes Ron sends me, with kindness, to other hams for help... good idea when dealing with a company that offers so little help itself. Ron's suggestion confirms my assertion that Ten Tec has a customer service problem radios that are orphans in the storm. I hope my message is a wake up call to a company whose products I admire and mostly proudly own. Three strikes.. ur out in the old ball game 73 Charles Harpole [EMAIL PROTECTED] _ Spiderman 3 Spin to Win! Your chance to win $50,000 many other great prizes! Play now! http://spiderman3.msn.com Subscribe/unsubscribe, feedback, FAQ, problems http://njdxa.org/dx-chat To post a message, DX related items only, dx-chat@njdxa.org This is the DX-CHAT reflector sponsored by the NJDXA http://njdxa.org
RE: [DX-CHAT] a little more on Ten Tec woes
I've heard those stories too. Anytime I've tried to track them down, you find out the little details that got left out of the telling... like someone who returned radios 3 or 4 times within the 30 day trial period for each (try doing THAT with the Big Guys), or bought them for use on mini DXpeditions, rode them hard, and then returned the rig for a full refund claming it wouldn't perform, or trashing a radio on an eHam forum before the radio was actually sold to anyone... fun things like that. I really don't think Ten Tec would refuse to do further business with Charles because he had a bad time with the Service Manager on a repair issue and got mad about it. That's just not in the same category. And I really have to wonder about orphans in the storm comments. My Corsair II is over 20 years old, but if I need parts, if they have them, I can get them. (Some parts just aren't available anymore, as any Argosy owner looking for finals has found out the last few years). I've heard of the factory fixing rigs even much older. Kenwood? I made an inquiry about the chip needed to let the RS-232C board upgrade work in my TS-140S... the tech I talked to laughed, told me the chip was forever out of stock, and the rig is so old that if the CPU ever dies, trash it or sell it as a parts rig, they not only won't fix it -- they won't even look at it. Nice. (And do I blame Kenwood for the tech being a jerk? No.) 73 -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of Peter Dougherty Sent: Thursday, October 25, 2007 10:40 AM To: dx-chat@njdxa.org Subject: Re: [DX-CHAT] a little more on Ten Tec woes At 08:26 AM 10/25/2007, Charles Harpole wrote: Ron's suggestion confirms my assertion that Ten Tec has a customer service problem radios that are orphans in the storm. I hope my message is a wake up call to a company whose products I admire and mostly proudly own. Three strikes.. ur out in the old ball game 73 I think you may have just bought your last new piece of T-T gear, whether you meant to or not. I've heard a few stories out there how T-T fires customers who slag them publicly by refusing to sell them anything new. Personally, I own one piece of T-T gear (a 238 tuner). It's OK, I suppose, but there are better out there and for less money. I'd briefly considered an Orion-2 but I think next year I'm going to pick up either a Flexradio or a K3 to replace my much-despised-and-frequently-deaf Mark-V. Cheers, Peter, W2IRT Subscribe/unsubscribe, feedback, FAQ, problems http://njdxa.org/dx-chat To post a message, DX related items only, dx-chat@njdxa.org This is the DX-CHAT reflector sponsored by the NJDXA http://njdxa.org Subscribe/unsubscribe, feedback, FAQ, problems http://njdxa.org/dx-chat To post a message, DX related items only, dx-chat@njdxa.org This is the DX-CHAT reflector sponsored by the NJDXA http://njdxa.org
RE: [DX-CHAT] Ten Tec woes
I've had nothing but excellent service by the folks at TenTec. They've been friendly, concerned about my radio (and making me happy) and getting my rig back to me , fixed right, in good time. I've had two radios and an amp there over the years, and each time I've gotten a perfectly functioning radio back. No complaints from me, just a happy customer John K5MO OmniC OmniVIOptIII Paragon CorsairII Centurion Subscribe/unsubscribe, feedback, FAQ, problems http://njdxa.org/dx-chat To post a message, DX related items only, dx-chat@njdxa.org This is the DX-CHAT reflector sponsored by the NJDXA http://njdxa.org
