New Maestro sent back because it died during upgrade

N8AUM

My new Maestro got bricked while performing software upgrade which suks but stuff happens. Glad my new 6600 still works! Anyways, I was told it had to be sent back to mommy which of course I had to PAY for return shipping so mommy can fix it under warranty. I pulled up the ticket to get a status : "Hi. I am sorry we are looking at the Maestro now and found that the Mic/speed encoder is bent. I found it running the production and functional tests. I believe it was damaged in shipping. Unfortunately this is not a warranty repair. The encoder is $75.96 and will be one hour of labor. I have to completely tear down the Maestro to replace it. Is this ok?"
I sent the unit back in the original boxes which in my opinion are UPS proof unless it gets run over by a truck.   
Obviously this was very upsetting to me when I read it and am waiting 4 my BP to drop back down. I use to run the production, testing and RMA's and never charged customers if the our product failed especially if it brand new and less than couple months old, but thats just me!

Brian Morgan VK7RR

HCampbell WB4IVF

Did Flex say whether there was damage to the box?  In any case, I’d have them take pictures of the box/radio and then I’d submit a claim to UPS before authorizing repairs.  If UPS replies that the shipping box and packing does not meet their requirements, I’d go back to Flex with that information and see what they say. 

Howard

N8AUM

Hello Brian, I don't know yet how badly the the knob is bent. I asked them to send me a pic of it. I would think that the box would show that it was pretty beat up ?  Its double boxed and sits in a molded Styrofoam and they think it happened during shipment? I know that all shippers dont care how they throw stuff around and I think they have contest to see how much they can destroy LOL. I get 2 to 3 shipments of things every week and some boxes look like like someone ran over it! My "gripe" is that I had it and a month later it got "bricked" while upgrading and it has to be sent back at my expense and it got damaged. I also ran shipping/receiving when the company kept down sizing so I learned allot and it kind of gave me a break from production, testing, repairing high dollar electronic products. I became disabled and was forced to go into early "retirement" so my income is a joke now! I LOVE the Flex's, I have 2 Flex 5K's that I purchased used and I just said the heck with it and decided to buy new Flex's before I have to "buy the farm" and enjoy myself with whatever time I have left. I know shipping outside to other countries is extremely expensive and cost almost as much as the product that is purchased! 
TNX for ur comment, 
73 N8AUM

Burt Fisher

It will be interesting to see how this turns out.

Brian Morgan VK7RR

Duane_AC5AA

Regarding protection, Flex sells an acrylic (?) cover for the Maestro, which I purchased with mine - it is a hard plastic that would take a pretty good beating and destruction of the cover before damaging the Maestro.  If it were me, I'd give Flex a call and talk with someone there about whether it actually occurred in shipping based on the packaging condition, and then follow up with the shipper as suggested above. 

Steve K9ZW

[Deleted User]

KF4HR

[Deleted User]

Harold Rosee

Lawrence Gray

Seems like a poor policy to charge for what is apparently an inexpensive repair, particularly when the unit bricked during an update, causing it to require shipping back to Flex.

A different approach to customer relations:  My ACOM 600S had an issue, which appeared to be design related.  I spoke with the factory folks in Bulgaria.   They had me ship it back, completely updated it, and sent it back, at no charge to me.

I operated an electronics manufacturing company for several years.  We would never have charged a customer for the repair described above.  It is difficult to measure the customer goodwill generated by resolutely standing behind your products, even when the circumstances are questionable.

Larry, W1IZZ

N8AUM

Bvarcd

I hope Flex gets all this stuff ironed out.  I really like my 6500  and I have learned a lot from it.   I would buy another one 

N8AUM

Brian, can you send a pic of the case that you made ? 

Michael N3LI

If the Maestro was damaged during shipping - as the tech suggested -  the proper course is to go through UPS, and not transfer costs to the customer or Flex.  

Brian Morgan VK7RR

It is away on loan. I will try to remember to take a photo of it when it comes back. I have a friend who is using it but thinks he can make one that is better. Mine is not a thing of beauty but I used the styrofoam that the Maestro came in, to protect each side  of the Maestro during transport, if that helps

James Kennedy-WU5E

I work for the US Army as a Radio Tech I was upgrading a PRC-150 HF radio and it brick on hitting the waveform card so **** happen to good equipment. the Commander had to shell out 19,500 for a new one.

Neil D Friedman N3DF

I would suggest not letting your admittedly unhappy experience with the Maestro to prevent you from upgrading the software on your 6600 (a great choice and a great radio).  I, and thousands like me, have upgraded their 6600s over the past 1.5 years to version 2 and version 3 software (with several intermediate upgrades) without issue.  While you don't have to upgrade, I have enjoyed playing with the new features and enhancements.  I think periodic upgrades are one of the great features of Flex radios (my Drake TR3 was never upgraded in the 40 years I have owned it, unless you bought a new radio). 

N8AUM

Pat N6PAT

N8AUM

I almost wanted to mark the the box with "caution, exploding contents enclosed" lol but UPS, FEDEX, USPS could care less. With the volume of shipping that goes on they know that not everything will make it one piece. The boxes and packaging that Flex uses should provide more than enough protection BUT theirs always some that dont survive the abuse just like my poor Maestro. Since I live out the sticks I order LOTS of things and cant believe the the condition of the boxes that I get. Its not like it use to be in the ol days when the shippers handled things properly. I would be very expensive to to use something UPS proof lol

Pat N6PAT

Duane_AC5AA

This may or may not help for future reference.  I purchased the plastic cover for the Maestro when I bought my Maestro a few months ago.  They  packed them together, with the cover on.  Excellent additional protection.  Here's what one looks like since the picture on the web site is not that great.  
Edit to add:  It's a good, sturdy plastic, not flimsy or flexible at all.  Rubber dimples hold it on very securely via friction fit.   Hope this is useful to someone. 

    73, Duane

N8AUM

TNX Duane, might just order one after seeing ur pic, just wish it was a little more "see thru" and made using a clear plastic. I love the the way the Maestro looks and why hide it's beauty. TNX again 73 Vidas

N8AUM

I use to have a dog that loved onions LOL

Duane_AC5AA

I only displayed it with the Maestro turned on to make it a more interesting photo. I would normally not leave it on while in operation due to heat generated by the display. It seems to be more for protection while traveling or shipping, or dust reduction when powered off. At least that’s my approach to it.

[Deleted User]

I believe they will if you ask. I have had several things shipped from them via fedex over the years.

N8AUM

Brian Morgan VK7RR