[Elecraft] Customer support observations

[Wayne Burdick]

Thanks for these sentiments, Tom, and welcome to the hobby.

Customer service, as practiced by an amateur radio company, should go  
beyond sales and support: it's part of a social contract. In a way,  
Elecraft employees and customers all belong to the same club. We work  
together to dream up new products and refine them. It's fun. Like our  
motto says, it's "hands-on."

This relationship is more fluid, more symmetrical, than what many  
people are used to. Sometimes it can be chaotic. But overall, I  
believe it's more satisfying than the one-way relationship some  
companies have with their customers. Many new radios seem to be cast  
in stone on delivery. Of course, compared to ours, they're also harder  
to lift :)

73,
Wayne
N6KR


On Aug 6, 2012, at 8:08 PM, Thomas Currin wrote:

> Hello,
>
> I've been following this forum/mail list for a couple of weeks now  
> and I
> thought I'd share a couple of observations.  You may agree or  
> disagree with
> my conclusions.  So be it.
>
> I'm a very new Ham and am in awe of the collective knowledgebase  
> shared
> here.  I learn a lot from just reading the posts.  Collectively you  
> are
> quite an amazing group.  Really.
>
> Also, as a new Ham, I probably have more questions than the average
> customer and those questions lean to the very basic end of the  
> spectrum.
> Do you know which company has answered all of my questions without
> hesitation?  Yes, it was Elecraft and some of those questions were  
> pretty
> basic.  They were answered in a timely fashion courteously.  That  
> means a
> lot to me and I can see from the posts that others appreciate that  
> as well.
>
> My experience with other companies, a couple of them based in the  
> USA, has
> been that they didn't respond or their response was simply, "It is  
> in the
> literature."  or words to that effect.  I really don't appreciate  
> that lack
> of customer service.
>
> So, what that means is I'll be buying products from Elecraft and not  
> from
> others.  I appreciate their commitment to their customers and their  
> sincere
> desire to provide the best products they can provide.  I've never  
> met them
> and have no connection with their company or their employees.  So  
> far all
> I've purchased is a dummy load kit so I'm not a big spender either.
>
> I'm taking the time to write this because having been in a  
> profession which
> is heavily involved in customer service for the past 40 years, I  
> know that
> dealing with complaints and questions all day every day can be  
> trying.  A
> few compliments every once in a while go a long way to making the  
> job, and
> life in general, a lot more pleasant.
>
> You are doing a great job guys and am confident you will continue to  
> do so.
>
> Thanks,
> Tom
> WA3L
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