Hello Bill, As an overseas user, the only communication means for me with Elecraft is via email. From my past experience with the support crew in elecraft, they gave me their replies well within 24 hours. Don is correct that the repair technicians are not necessarily the same crews in support section. The RSA# issued by Elecraft is very good reference for communication with them. In my correspondence with elecraft, I always include my callsign, K3 serial number and RSA#. Again, as said by Don, Madelyn will be a good point of contact by giving her your RSA#. She has great patience in answering questions. I once asked her about the details of overseas shipping costs. She took the trouble to give me comprehensive answers. When you get back your repaired K3 from Elecraft, you will be given a summary report with information of contact personal. You can contact that particular technician / elecraft staff if you have further questions about the repair. The above was my own personal experience. For my own educational purpose, I did write to the technician who repaired my radio for further technical details of the repair work done.
TNX & 73, Johnny VR2XMC ________________________________ 寄件人︰ Don Wilhelm <w3...@embarqmail.com> 收件人︰ Bill <b...@w2blc.net> 副本(CC)︰ elecraft@mailman.qth.net 傳送日期︰ 2012年08月7日 (週二) 11:57 AM 主題︰ Re: [Elecraft] K3- support courtesy Bill, While it has no excuse, let me share some possible facts that may have contributed to your lack of a timely response. I suspect that there is a contributing factor - the repair person working on your K3 (or scheduled for the repair) did not receive your email that was directed to supp...@elecraft.com - because the support people usually do not know the person to whom that email should be forwarded. If you included your call and the RSA number in the subject of the email, that should have been resolved - those two items of information are the quickest paths to getting a valid response. Not all techs doing repairs monitor the traffic on the supp...@elecraft.com emails. For instance, I do repairs on the Elecraft legacy gear, and I do not monitor emails to supp...@elecraft.com - that is just too much traffic for me to handle properly. If those wanting status on gear I have here for repair do not send to d...@elecraft.com, it may be a while before I get the information. Your call and the RSA number in the subject of the email are important for it to get prompt attention. What that means is - if a customer sends a query about the status of a repair I am handling to supp...@elecraft.com, it will be quite a while before someone figures out that I have been assigned to that repair and I finally get the email query. Madelyn hands out the RSA work to the available techs, so an email to made...@elecraft.com will usually obtain a timely response - she knows where to direct the question. Sorry for your lack of response, and I hope my explanation will help you to understand why you did not receive a response. I know that is an "excuse", but is really "the way it is". Perhaps someone will come up with a solution, but for the real- time interval, supp...@elecraft.com is the place for questions until an RSA has been issued, and after that an email to made...@elecraft.com (or sa...@elecraft.com) is the quickest way to route your question to the proper place. Repairs are done all over the globe - yes, Watsonville, CA, but also Arizona and North Carolina as well as in Japan, and Germany and Italy. Again, once an RSA has been issued, your short path to status information is to contact the person you shipped the transceiver to (if you know that), but lacking that information (because it was shipped to Watsonville), contact made...@elecraft.com or sa...@elecraft.com. OK, I am not trying to make apologies or excuses, I am hopefully communicating the real world situation of what exists today and giving you some clues as to how to best work with the current conditions. Elecraft is expanding - there are at least 2 additional people in the sales office that I have not yet been introduced to (I only see their names - I am in North Carolina and communicate mostly via email), and there have been additional people in the support organization that I have not yet had "encounters" with. That may mean that it is time to review the old communication paths that worked well with a smaller staff, but those older paths may now have some failings and may be in need of updating or further coordination - I leave that question and answer to Wayne and Eric.. 73, Don W3FPR 73, Don W3FPR On 8/6/2012 9:19 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 ______________________________________________________________ Elecraft mailing list Home: http://mailman.qth.net/mailman/listinfo/elecraft Help: http://mailman.qth.net/mmfaq.htm Post: mailto:Elecraft@mailman.qth.net This list hosted by: http://www.qsl.net/ Please help support this email list: http://www.qsl.net/donate.html ______________________________________________________________ Elecraft mailing list Home: http://mailman.qth.net/mailman/listinfo/elecraft Help: http://mailman.qth.net/mmfaq.htm Post: mailto:Elecraft@mailman.qth.net This list hosted by: http://www.qsl.net Please help support this email list: http://www.qsl.net/donate.html
