[Elecraft] K3- support courtesy

[Eric Swartz - WA6HHQ, Elecraft]

Hi Bill,

I apologize for the delay replying to your support email. We've checked 
ALL of our email systems and there is no record of your email. Can you 
tell me which email address you sent your email to? (Feel free to reply 
via direct email to me.) When we have run into complaints like this in 
the past, it frequently turns out the sender had a typo in the email 
address or was sending it to the wrong address.

Madelyn, madelyn at elecraft.com , coordinates all of our support RSA's so 
she is the best person to contact for a repair's status. She is probably 
the person who interacted with you when you received your RSA.  I see 
Howard replied to your Elecraft list posting from home last night, so 
I'm sure he will work with Madelyn to get you your info today.

Please note that we also had a short outage of email to my 
eric at elecraft.com email address, lisa at elecraft.com, sales at elecraft.com 
and info at elecraft.com early yesterday morning. Somebody attempted to 
hack our main email server and we spent a good part of the morning 
fighting this off and making sure everyhting was OK.

In general, we strive to reply to emails as quickly as possible, usually 
the same day, but this can also take up to the following day when the 
support load is high and/or the email arrives later in the day. Mondays 
in particular can be extremely busy here as we all deal with the very 
large backlog of order, support and pre-sales question emails from over 
the weekend and the surge in Monday phone calls. It feels like we're 
'off to the races' as soon as we walk in the door :-)

Also, it is -always- OK to call us if you have an urgent question or are 
not sure an email has been received.

As a side note, we occasionally receive emails late Friday or over the 
weekend, and then receive a follow up complaint that same weekend, 
before we come to work Monday, that we have not replied to their 
question. While we can be obsessive about support (some of our support 
engineers have been known to occasionally sneak a look at emails late at 
night and over the weekend - as evidenced by Howard's reply to your list 
posting last night)  we can't require them to do this ;-)

Lastly, should you fail to get a prompt response from us, you may 
-always- email me directly.

73,

Eric
---
www.elecraft.com

On 8/6/2012 6:19 PM, Bill wrote:
> My K3 has been at Elecraft for a week for warranty repairs (out of
> service for three weeks). So, I dropped an email early today asking what
> the status of repairs was. I never got a reply. So, after a few hours I
> sent the email again - after all, emails do sometimes fail to get
> through. Before the close of business, I sent yet another email asking
> the status of repairs on my K3 (time zones were taken into consideration).
>
> No response from Elecraft at all! In the past I have been pleased with
> support. And, I wouldn't question this oversight - except it amounts to
> three oversights (three separate emails).
>
> Courtesy is cheap and is what I expect when dealing with a warranty
> repair of an expensive piece of equipment. It only takes a moment to
> make a quick reply - even if only saying, "No change" or "I don't know."
>
> To ignore my emails either means they are swamped with warranty repairs
> or the really don't care about me - the paying customer.
>
> Is this just an anomaly or is this the norm I should learn to expect?
>
> Bill W2BLC