[Elecraft] To improve customer service

[Frank Krozel]

Don, sorry to hear that you have had a bad experience with Elecraft.

Since I built K2-90X, I have had many conversations with the folks at Elecraft.
Don has helped me with the many K2’s I have had over the years (10?) and now realize that I should keep the one that is here now, a K2/100 that Don calibrated as probably one of his last ones before he handed the batton over.

Some of the questions and service I have asked for over the years was well over the top, one example was a KX3 that should have been discarded after lightning hit it (not my QTH, the guy I got it from) I believe Howard worked on that one for several (4?) hours.  I got it back in perfect shape!  I know he wasn’t happy with the condition of the radio but he kept working on it until it was done.  (I put the same amount of effort in my business, of which I have owned now for 30+ years.)
Each time, Elecraft excelled to the top helping me every step of the way.  
I got to know some of the early support folks quite well over the years.

Recently I got a used K3 that needed some set-up done.  One of the Techs walked me through for about an hour before we both realized that I really needed the USB cable to take it the next level.  Got that from them two days later, and I got a call from the Tech “to continue” until it was perfect.  
I am just thrilled with it now.

Elecraft is number one here and they earned that place.  
My arsenal consists of a K1, K2, KX3 and now a K3. (Yeah there are some Collins here as well as a recent KWM-380 that I just got running but Elecraft is the radio that is “always on”.

Yes I do have some other gear non-Elecraft gear but like Microsoft, I look at that equipment with an eye that I will never get that level of support from the others.  It took me many calls and a few mis-orders to get a clip for my 857 for example.

I hope that we continue to see the consistent service that has made Elecraft Number One in my eyes.

Congrats Wayne, Eric and the gang keep it up!

de Frank KG9H
 

> 
> 
> 
> www.LSrarecoins.com
> 310-710-2869
> -----Original Message----- From: Don Schroder
> Sent: Thursday, May 23, 2019 10:17 AM
> To: Elecraft Reflector
> Subject: [Elecraft] To improve customer service
> 
> A good morning to all!
> 
> I am sitting in my recliner, drinking a cup of java, and doing what I seem to do best, thinking,
> 
> I’m thinking; when I sent my computer into the Company for repairs (under warranty), the Company did something I had never experienced before. They “GAVE ME A WEEKLY UPDATE” every Friday by email or phone call, to tell me the status of my computer! Every week, I knew what was happening to my computer, (1) had they received it? (2) Were they working on it? (3) What have they found? (4 ) What problems have they encountered?  (5) Is it fixed? (6) Have they sent it back to me?
> 
> On April 8th, I sent my K2 transceiver kit to Elecraft, to look at an issue I was having.
> 
> On April 10th, (2 days later) Elecraft received my K2. I know this NOT because I was notified, but because I researched the tracking number.
> 
> On May 7th, (29 days later), Elecraft cashed my deposit check that was sent with the K2. I know this NOT because I was notified, but because I researched my banking statements.
> 
> On May 23rd, (today, 45 days later) I am beginning to think I may never see my K2 again!
> 
> I’m thinking; wouldn’t it be nice if all Companies kept their customers “informed” of a products status when sent in for repairs, like the computer Company did?
> 
> I’m thinking; this would be a GREAT improvement to customer service!
> 
> Don, KE0PVQ
> Let the lava flow begin
> 
> Sent from Mail<https://go.microsoft.com/fwlink/?LinkId=550986> for Windows 10
> 
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