[Elecraft] RE: "We are not talking about a small amount of moneyhere"

[Craig Rairdin]

I got a receipt. Maybe they lost your order. You should contact them
directly.

You're right that there's a loyalty among Elecraft customers here that
sometimes defies logic. They completely screwed up my last order even after
multiple emails and phone calls to get it right. It's fine now. They're not
perfect, and I don't see the problem with allowing people to have that
opinion. But they do a good job overall.

Craig
NZ0R

-----Original Message-----
From: elecraft-bounces at mailman.qth.net
[mailto:elecraft-bounces at mailman.qth.net] On Behalf Of Phil Wright
Sent: Sunday, July 08, 2007 8:22 AM
To: elecraft at mailman.qth.net
Subject: [Elecraft] RE: "We are not talking about a small amount of
moneyhere"


Excuse me? You buy a product from a company, pay 50% up front to help the
company out, and you get no acknowledgement from the company that a) your
order has been received or b) a receipt for your advanced payment.  And you
excuse this on account they are busy?

I'm sorry, but I find that unacceptable.  American companies pride
themselves on their great service - this isn't even common courtesy let
alone good customer service.

How long does it take to send a non-automated email?  Someone at Elecraft is
keeping a track of all the orders (otherwise the'd have no idea of demand)
and an email takes maybe 30 seconds extra per order. Even if they have
10,000 orders (which I doubt very much), that is 83 hours of work, spread
over the last 2 months equates to about a quarter of a person.  Of course,
automate the process and you don't even need a quarter of a person.

And of course, telling a customer that you have his order and his money
saves you having to answer the phone when the same customer calls in to
complain - except that doesn't take 30 seconds!

Or is it that we Brits now have a better sense of what makes for good
service than our American friends?

Phil, G8JQH

-----Original Message-----
From: elecraft-bounces at mailman.qth.net
[mailto:elecraft-bounces at mailman.qth.net] On Behalf Of Don Wilhelm
Sent: 08 July 2007 14:02
To: elecraft at mailman.qth.net
Subject: Re: "We are not talking about a small amount of money here" (was
[Elecraft] Cut off date for K3 options?)

Dave and all,

I can add emphasis to what Gary has said, and I experience it in only a 
small way - responding to emails requesting status of kits I have here 
for repair/upgrade/build etc., does take considerable time and energy - 
multiply that by a very large factor (your guess for the number of K3 
orders) and you have a lot of time just to respond to order 
status/confirmation requests.

While all of us who have ordered K3s have the same questions, I do not 
have either written or email confirmation of my order.  I do know that 
everyone at Elecraft is very busy communicating with the beta testers, 
getting all the production stuff in order, along with their normal 
activities, and they are putting in a lot of overtime hours to get it done.

Have patience, try not to bother them any more than necessary, and in a 
couple weeks the flood will be cleared and things will restore to 
something more normal.

73,
Don W3FPR

Gary Hvizdak wrote:
> Recently Dave (G4AON) wrote 
> 
> "... having paid a 50% deposit it wouldn't be expecting too much to have a
> receipt for the payment, showing what is on order and the balance to be
> paid.  We are not talking about a small amount of money here."
> 
> --
> 
> Hi Dave,
> 
>     Having produced some inexpensive accessories for the K2 that are
easily
> 10,000 times simpler than the K3, I might still be able to relate to what
> Elecraft has been going through.  FYI, from before Ken (WB2ART) and I
began
> accepting payments for our original K2 Option Bypass Header kit in 2005,
> until all orders were shipped, we spent more time replying to customer
> emails than we did working to get our humble product out the door!
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