I can't imagine trying to fill Don's shoes. Can't be done, plain and
simple. But I will strive to achieve the level of service Don has provided
for years.
I can only help to mentor a number of future hams as Don for me. I've told
him, but will say it publicly that I can't thank him enough for his support
and mentorship. Not only is he a legend in this community but an
inspirational individual.
Again, for all out there looking for Classic Line support, please be
patient with all of us as we pull all of this together and we will achieve
the Elecraft level of support you are all used to receiving.
73,
Dave, W8FGU
On May 23, 2019 18:02:08 Bill Johnson <k9...@live.com> wrote:
Show quoted text
73,
Dave, W8FGU
On May 23, 2019 18:02:08 Bill Johnson <k9...@live.com> wrote:
Dave, thank you for stepping up. Not an easy task. Thank God, you are in
transition for Don. Tough shoes, but you have steady feet.
72 & 73,
Bill
K9YEQ
FT'er for K2, KX1, KX3, KXPA100, KAT500, W2, etc.
-----Original Message-----
From: elecraft-boun...@mailman.qth.net <elecraft-boun...@mailman.qth.net>
On Behalf Of Dave Van Wallaghen
Sent: Thursday, May 23, 2019 6:47 PM
To: donw...@embarqmail.com; Doug Hensley <w...@hotmail.com>; Don Schroder
<donandde...@hotmail.com>
Cc: elecraft@mailman.qth.net
Subject: Re: [Elecraft] To improve customer service (for the Classic gear)
Don,
I profusely apologize for the delay and lack of communication. As Don,
W3FPR pointed out, Don was and I am a part time employee. For a whole host
of reasons, that I won't go into at this time, the transition has been
somewhat slow but I am making progress.
The amount of backlog has been overwhelming to an extent. But with Don's
help we have managed to whittle much of it down.
I am not making excuses for the lack of communication and will improve my
response as I work through this transition. Poor Don is supposed to be
retired and still provides excellent support in my absence or heavy workload.
As he noted, my wife and I are on vacation well off of the grid. I do have
some wifi here (sitting at the Tiki bar as I write this) but I am pretty
much off the grid until next week.
I do totally love the Elecraft customer service paradigm and will continue
to strive for that plateau. But it will take me a little time as I still
work a fulltime profession as well as this part time venture plus family
blah blah blah.
If I remember right, your rig was number 2 or 3 on my priority list and I
will get right on it as soon as I return. I appreciate your patience in the
interim and will be in touch soon.
73,
Dave, W8FGU
On May 23, 2019 13:03:13 Don Wilhelm <donw...@embarqmail.com> wrote:
Doug,
Thanks for the nice words about my service. When I was doing repairs
for the classic gear, I did not have a staff (like they do in
Watsonville) to send emails when the rig arrives, etc. I would email
customers when I started work on it, ask any questions about what the
customer wanted when the RSA form was incomplete. and let the customer
know if there were significant delays.
Then when I finish with it, I would send the report to the office and
the sales staff would contact the customer about payment.
It is tough to keep up with emails, repairs and everything else when
there is a backlog of repairs. So working with a staff of one (me) it
is difficult to keep up with customer communications in addition to
providing prompt repair service.
I was not a contract person, but a part time employee of Elecraft.
I am certain Dave WFGU (who took over for me, and is also a part-time
employee) is having similar problems. In additions, he also works for
his Fire Department which has him at the station full time for
stretches between 2 and 4 days at a time, and he may not know that his
XYL got a repair package in during those days. I know he is currently
on vacation and away from home - so any repair parcels are being held
for him at the post office or UPS.
Sorry that we cannot provide the same level of communications that are
available out of Watsonville, but we do the best we can. I had an
advantage over Dave because I was not working a full time job when I
was doing that legacy repair work.
Some patience and understanding is required, and your tracking numbers
can be relied on - I never found them to be wrong.
Do not send an advance check with your RSA repair. If a check is
discovered, it must be sent to Watsonville, and will not be cashed
until the repair is concluded.
Also, do not send your classic gear to Watsonville, send it as
indicated in the RSA instructions. If you do send it to Watsonville,
expect an extra week delay because it must then be shipped to Michigan.
The newer (non-thru-hole gear) IS serviced at Watsonville, but NOT the
classic gear.
73,
Don W3FPR
On 5/23/2019 1:56 PM, Doug Hensley wrote:
Don, I think that is because the early stuff is farmed out to
contract people who may not have an email routine going yet. The K1
& K2's were usually handled by Don Wilhelm who just retired. You
might contact Elecraft support and ask them who they sent the rig to, when,
where, etc.
Don had done all my K1 & K2 work and was just marvelous. Hopefully
Elecraft keep that kind of talent at hand.
Cheers,
Doug W5JV
Message: 20
Date: Thu, 23 May 2019 17:17:57 +0000
From: Don Schroder <donandde...@hotmail.com>
To: Elecraft Reflector <elecraft@mailman.qth.net>
Subject: [Elecraft] To improve customer service
Message-ID:
<byapr02mb58793d242e5910bee56677f8aa...@byapr02mb5879.namprd02.prod.o
utlook.com>
Content-Type: text/plain; charset="utf-8"
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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