[Elecraft] Outstanding Customer Service

[Peter Chamalian]

When one looks to invest in a product, two key things come to mind.  The
quality and performance of the product itself and the company that makes it
standing behind it by providing excellent customer service.

 

Elecraft has proven to do just that.  Let me share a story.

 

I bought my K3, factory built, in 2009.  I am a 99% HF CW operator so the
quality of my CW signal is important to me.  Last year I got on 6 meters for
the first time.  This year, I put up a good antenna and was having some fun
when an unidentified station said "chirp". Since they didn't sign their
call, I ignored it.  Subsequent to that, I worked two long-time friends and
top notch CW operators.  Both reported that I did indeed have a chirp.  

 

I contacted Elecraft customer service via email for guidance.  Well a series
of back and forth emails resulted in my adding a modification to the
synthesizer board (that mod is KSYN3 DDS Gain Modification).  I followed all
the instructions but again I received reports of a chirp.  It was only on 6
meters.

 

I shipped my K3 back to Elecraft for service as was suggested.  Well, the
illusive chirp could not be duplicated!  No matter what the tech did, he
just couldn't get it to misbehave.  Now under other circumstances, another
company might have said, no problem, charged me a fee for the inspection and
returned the rig.  Not Elecraft.  The tech was not satisfied and kept
digging and trying things.  Finally, one test showed a voltage regulator on
an 8-volt line that feeds the synthesizer boards showed a bit more of a drop
than the normal production radios do.  The voltage regulator was changed, a
cap across it added and both synthesizer boards changes, just in case.

 

The rig was returned to me last week.  I spent all day Saturday pounding the
HF bands in the CW Open.  No reports of any problem.  I had a sked with one
local who is a top CW operator.  No chirp he reported and no clicks either.
Today I had another sked with a different local, again a top CW operator who
knows what he's hearing.  Same report!  I think the elusive chirp is now a
thing of the past!

 

My point in sharing this story is simple.  Elecraft lives up to the customer
service challenge and then some.  It's the sort of service level we all hope
for but may seldom experience - but not when it comes to Elecraft.  Eric and
his team deserve two thumbs up!

 

Pete, W1RM