Re: [Elecraft] To improve customer service (for the Classic gear)

[Dave Van Wallaghen]

You are right Terry! And I need to get back to some that when I return, for 
a little life balance.



73,
Dave, W8FGU
On May 24, 2019 09:46:28 "Terry Schieler"  wrote:


In addition to Dave's many talents, he is also a fine drummer.  "Steady
feet" are a requirement and a result of years of hard work.

Terry, WØFM


-Original Message-
From: Bill Johnson [mailto:k9...@live.com]
Sent: Thursday, May 23, 2019 7:02 PM
To: Dave Van Wallaghen; donw...@embarqmail.com; Doug Hensley; Don Schroder
Cc: elecraft@mailman.qth.net
Subject: Re: [Elecraft] To improve customer service (for the Classic gear)

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  On
Behalf Of Dave Van Wallaghen
Sent: Thursday, May 23, 2019 6:47 PM
To: donw...@embarqmail.com; Doug Hensley ; Don Schroder

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  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 talen

Re: [Elecraft] To improve customer service (for the Classic gear)

[Terry Schieler]

In addition to Dave's many talents, he is also a fine drummer.  "Steady
feet" are a requirement and a result of years of hard work.

Terry, WØFM


-Original Message-
From: Bill Johnson [mailto:k9...@live.com] 
Sent: Thursday, May 23, 2019 7:02 PM
To: Dave Van Wallaghen; donw...@embarqmail.com; Doug Hensley; Don Schroder
Cc: elecraft@mailman.qth.net
Subject: Re: [Elecraft] To improve customer service (for the Classic gear)

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  On
Behalf Of Dave Van Wallaghen
Sent: Thursday, May 23, 2019 6:47 PM
To: donw...@embarqmail.com; Doug Hensley ; Don Schroder

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  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.

Re: [Elecraft] To improve customer service (for the Classic gear)

[Dave Van Wallaghen]

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  wrote:


Show quoted text



73,
Dave, W8FGU
On May 23, 2019 18:02:08 Bill Johnson  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  
On Behalf Of Dave Van Wallaghen

Sent: Thursday, May 23, 2019 6:47 PM
To: donw...@embarqmail.com; Doug Hensley ; Don Schroder 


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  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
migh

Re: [Elecraft] To improve customer service (for the Classic gear)

[Bill Johnson]

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  On 
Behalf Of Dave Van Wallaghen
Sent: Thursday, May 23, 2019 6:47 PM
To: donw...@embarqmail.com; Doug Hensley ; Don Schroder 

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  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 +
>> From: Don Schroder 
>> To: Elecraft Reflector 
>> Subject: [Elecraft] To improve customer s

Re: [Elecraft] To improve customer service (for the Classic gear)

[Bill Johnson]

Don, there you go again... perfect explanation from a super tech!

72 & 73,
Bill
K9YEQ
FT'er for K2, KX1, KX3, KXPA100,  KAT500, W2, etc. 

-Original Message-
From: elecraft-boun...@mailman.qth.net  On 
Behalf Of Don Wilhelm
Sent: Thursday, May 23, 2019 2:03 PM
To: Doug Hensley ; Don Schroder 
Cc: elecraft@mailman.qth.net
Subject: Re: [Elecraft] To improve customer service (for the Classic gear)

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 +
> From: Don Schroder 
> To: Elecraft Reflector 
> Subject: [Elecraft] To improve customer service
> Message-ID:
>  
>  tlook.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<

Re: [Elecraft] To improve customer service (for the Classic gear)

[Don Schroder]

Thanks Dave, that was all I needed to hear. Enjoy your vacation, have one for 
me in the Tiki bar!

Don, KE0PVQ

Sent from Mail<https://go.microsoft.com/fwlink/?LinkId=550986> for Windows 10

From: Dave Van Wallaghen<mailto:d...@w8fgu.com>
Sent: Thursday, May 23, 2019 6:46 PM
To: donw...@embarqmail.com<mailto:donw...@embarqmail.com>; Doug 
Hensley<mailto:w...@hotmail.com>; Don Schroder<mailto:donandde...@hotmail.com>
Cc: elecraft@mailman.qth.net<mailto: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  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 +
From: Don Schroder 
To: Elecraft Reflector 
Subject: [Elecraft] To improve customer service
Message-ID:
 


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 U

Re: [Elecraft] To improve customer service (for the Classic gear)

[Dave Van Wallaghen]

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  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 +
From: Don Schroder 
To: Elecraft Reflector 
Subject: [Elecraft] To improve customer service
Message-ID:
 


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 deposi

Re: [Elecraft] To improve customer service (for the Classic gear)

[Don Wilhelm]

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 +
From: Don Schroder 
To: Elecraft Reflector 
Subject: [Elecraft] To improve customer service
Message-ID:
 


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 for Windows 10






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