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Great Customer Support!

WB0O
WB0O Member ✭✭
edited June 2018 in SmartSDR for Windows
The dreaded Microsoft update issues that everyone complains about here - I have been able to successfully avoid for years - until this past holiday weekend.      Yes,  I read Tim's warnings and advice, but feeling confident in my computer skills, I felt safe leaving my auto update in place.  Well, after reformatting my pc, and re-installing Windows and Smart SDR, and still having connection issues, I submitted my help request to Flex.    

Note:  One of the key reasons I purchased a Flex 6700 was not just the advanced features, … but i wanted to buy USA, and have better Tech Support.    My other rig is a Kenwood TS-990, which i think is a nice radio - until you need to ask for help.

Now, this weekend I was thinking WONDERFUL... my 6700 is down, and we are coming off a long holiday weekend, and the Flex staff is dealing with supporting their new 6400/6600 customers, so I was thinking this was going to be great …. a couple weeks wait to hear back from Flex!

At 0925 this AM I received an email from Neal Campbell (K3NC), Technical Support Engineer, requesting TeamViewer access to my station.    Before the day was over he was checking out my setup, made a few changes, and my 6700 is now back online!


Thanks Flex Team!


Comments

  • Tim - W4TME
    Tim - W4TME Administrator, FlexRadio Employee admin
    edited May 2018
    Thanks for the kind words.  They are greatly appreciated.
  • Michael Coslo
    Michael Coslo Member ✭✭
    edited May 2018
    Despite what some folks think, I know of no better Customer support than Flex. My experiences with other Mfgr's is that if the radio isn't completely dead, they deny there is a problem. 

    But Flex has always answered, and always followed up. Oh I forgot - Flex always fixed my problems.
  • WB0O
    WB0O Member ✭✭
    edited May 2018
    Completely agree.   Receiving a reply from them today (next work day) from my support request is impressive.  But when you consider it was a holiday weekend, and all that they have on their plate right now, it is quite impressive.

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