Welcome to the new FlexRadio Community! Please review the new Community Rules and other important new Community information on the Message Board.
If you are having a problem, please check the Help Center for known solutions.
Need technical support from FlexRadio? It's as simple as Creating a HelpDesk ticket.

Customer Service

Steve Guest
Steve Guest Member
edited October 2 in Tuner Genius XL
Who do you have to **** at Flex to get a return phone call from anyone ? Seems like customer service has gone completely out the window. Spent over $20K in the past (2) years as well.

Comments

  • ka9ees
    ka9ees Fithian IL USAMember ✭✭✭

    @Steve Guest

    If you're having a problem with you're rig. I's best to open a help desk ticket.

    https://helpdesk.flexradio.com/hc/en-us/requests/new

  • Mike-VA3MW
    Mike-VA3MW Administrator, FlexRadio Employee, Community Manager, Super Elmer, Moderator admin

    @Steve Guest

    We know that some of our customers prefer direct inbound phone calls and we wish we could jump on phone calls at a moment notice. We continue to work to figure out a way to make it work economically.

    As Ed mentioned, in order to make sure we don't drop the ball on any customer communication we have to use the Helpdesk system to assist with customers. Yes, this means you need to deal with an email or web interface.

    If you want to outline your issue, I can get a ticket opened for you so that it can get to the right person and accurately responded to.

    73

  • Steve Guest
    Steve Guest Member
    I have left JP (3) voice messages in the past week +. He never returns a call. Last time I spoke with him (8/21) he stated that my tuners would be shipped before the end of September. Please keep in mind my friend received both of his tuners in July. It would be nice to know what is going on with this order ???
  • Mike-VA3MW
    Mike-VA3MW Administrator, FlexRadio Employee, Community Manager, Super Elmer, Moderator admin

    Hi Steve

    I passed on your message. TGXLs manufacturing has been impacted by some basic parts delays from time to time. They have been hugely popular since day one, so there are a lot on back order.

    73

  • Steve Guest
    Steve Guest Member
    We all understand there can be delays , but why not at least let your clients know about this instead of ignoring their calls? Would it be too much to ask for an update via e-mail ? What makes matters worse is my friend received both of his units on 8/4/21 and we ordered them on the same day !
  • Mike-VA3MW
    Mike-VA3MW Administrator, FlexRadio Employee, Community Manager, Super Elmer, Moderator admin

    Hi Steve

    I can't answer why the discrepancy and JP does not do order fulfillment. JP and I are not in the office at all, so it is hard for us to fully engaged with order fulfillment.

    In order to follow up on orders, you can email the fulfillment team at [email protected] If you do email them, make sure you include your friends name so that they can cross reference things.

    73

  • halmassey
    halmassey Member ✭✭

    I think a common misconception was just corrected. I didn't know about the orders.flexradio.com avenue. Thanks!

  • Steve Guest
    Steve Guest Member
    I'm trying that avenue now as I still can't get ahold of ANYONE regarding this order...
  • Mike-VA3MW
    Mike-VA3MW Administrator, FlexRadio Employee, Community Manager, Super Elmer, Moderator admin

    @Steve Guest

    You have a few options as I mentioned. Emailing [email protected] (btw, LOTS of people email with the same question every day-when will it be shipped). If you email JP, he has to email the same people and wait for them to get back to him.

    If you call, make sure you leave a message if they are not able to answer the phone.

    What I can say is that a LOT of tuners were shipped yesterday. A LOT. While yours may or may not have been shipped, it does mean that we are getting closer to your order being fulfilled.

    A lot of the parts in the TGXL are hand built, such as all the coils. This takes time and people and only so many can be built in 1 week.

    Hang in there, you will get yours soon enough.

  • Mark_WS7M
    Mark_WS7M Member ✭✭✭

    We all can understand covid related delays but emailing [email protected] simply results in a reply that they will be filled as soon as possible. Pretty much useless info sorry to say.

    I've given up trying to get status and figure when the charge comes in for the TGXL I'll know.

  • KF4HR
    KF4HR Member ✭✭✭

    I recently inquired about the status of my TG-XL order placed on May 24th. JP was quick to respond and stated my order should be shipped in late November or early December.

  • Mark_WS7M
    Mark_WS7M Member ✭✭✭

    Better than I can get. Hope you get it soon!

  • DonS
    DonS Member ✭✭

    I also ordered the TG-XL on May 24th. I have called and got connected to shipping then I was disconnected. I also sent an email and have not heard from anyone.

    Don - kx9q

Leave a Comment

Rich Text Editor. To edit a paragraph's style, hit tab to get to the paragraph menu. From there you will be able to pick one style. Nothing defaults to paragraph. An inline formatting menu will show up when you select text. Hit tab to get into that menu. Some elements, such as rich link embeds, images, loading indicators, and error messages may get inserted into the editor. You may navigate to these using the arrow keys inside of the editor and delete them with the delete or backspace key.