[PPRAANet] Surprise

[Dick Thompson]

On October 19th I had to send my IC-2720 into Icom for repair.  I was on
2 meters a week or so before that and it started smoking like crazy.
Well, I called Icom, and Chris, one of the technicians, said that I may
qualify for a production upgrade and that I should send it in.  If there
were any charges they would call me.  Well, along with the control head
and the main body of the radio, I sent a letter, kind of making light of
the problem.  Basically it said that I had been using it for over a year
and a half, and one day all the smoke leaked out.  I told them I wanted
new smoke injected into the faulty part and the hole plugged where the
old smoke leaked out.  I asked them to call me if the radio didn't
qualify for a production upgrade and inform me of the charges and I
would give then a credit card number to bill it to.  
 
I hadn't heard from them, so this afternoon I called their service
center in Washington.  When Paul, one of the customer service reps
answered my call (after what seemed like a long wait on hold), I gave
him my name and told him that I was desiring to check the status of the
repair on my 2720.  After a minute or so, he said that they had shipped
a "new" radio to me yesterday and I should have it on Friday.  I asked
"New?".  He said yes, new.  The board in mine was fried when the smoke
leaked out, he said, and even though it was out of warranty in excess of
6 months, they opted to send me a new main body and return my old
control head.  
 
I was amazed, and that's putting it mildly.  Now this is a company that
knows how to treat a customer.  I'm definitely impressed.  Paul said
that they honor their warranties, even sometimes when they are out of
warranty and all the smoke is gone.  I'd recommend Icom to anybody.  
 
Dick
WB0DUL