Flex Customer Service

Greg Hdez · September 4

I would appreciate advice from the Community, as I am new to Flex. In May 2025, I decided to put together one Flex station. I ordered an 8600, two Maestros and the Trio. After many delays, I finally got all the equipment together in August 2025 (I placed a deposit for an 8600 in August 2024). The Antenna Genius was not working and I contacted Flex. I took around 10 days of troubleshooting for Flex to conclude the Antenna Genius was not working. It took so long because the troubleshooting is done basically one email a day.

When I finally got the new Antenna Genius, I was able to enjoy all the equipment working together for half a day, as the Power Genius stopped working. I have written several emails requesting and suggesting alternatives to solve the situation and my emails are not being answered.

Is this a common problem with Flex? is there a better way to address product issues with them? I feel not answering email is disrespectful to clients. I would appreciate some advice. I have used and owned several brands of radio gear and have never run into a similar situation. I was trying Flex as I plan to build a multi-multi contest station once I am able to locate and purchase an appropriate piece of land. After talking to Matt Youngblood at Dayton, was considering Flex for the stations; however, due to my recent experience I am more inclined to go with Icom and SPE.

I really appreciate if I can get advice from other Flex users. Should I give up and sell the Flex equipment that is so far working? Is anyone interested in purchasing all my Flex gear?

Thanks, Greg/KP4PK

W2PP · September 4

if your first problem was resolved that ticket may have been closed. If you now have a problem with your ticket PGXL you may want to open a new ticket for that problem.

Just curious what exactly quit working on the PGXL?

Peter

RFord · September 4

Did you complete a Help ticket or did you just send an email to request help? If you did not complete a help request ticket you need to do that first.

RFord · September 4

Help Link: https://www.flexradio.com/support/?srsltid=AfmBOoqEop431PDcW1pNiUqmwIfYcJEUsOJoEVpwVlSXVVmQQyzeUAcV

Greg Hdez · September 4

Ronald and Peter,

Thanks for your response and help.

When I notified Flex of the problem, I got an email that my request was updated.

This is what happened: I changed bands, got a HI SWR alarm and the PGXL would not operate. When on standby with the 8600 set at 50w, it would output less than 30w. The 7 antennas connected to the system are monobanders. I did a factory reset at Flex's request and nothing changed.

Greg Hdez · September 5

Still no response from Flex. The issue has an ID number and shows an "Open" status.

Greg Hdez · September 5

I have been told the case will be referred to the same person that had it originally and was told he is busy. Still the issue is unresolved and my requests without response. I am concerned as it seems my situation is the norm with Flex, not the exception. Definitely, one should not base a contest station on this level of customer support.

blfuller123 · September 6

Greg,

I am a new Flex user too and I have had a similar experience with the customer support. I had a couple of issues when I first got the radio, put in a ticket and the assistance I received was about one email response a day. I ended up figuring out what my issue was on my own after a couple of days. I just submitted another ticket about my Maestro and am not expecting anything quick. I absolutely love the radio but you are correct about the support in my experience.

Brett/W5BLF

blfuller123 · September 6

Update on my latest issue-I created a help desk ticket at 1:45 pm and it is Saturday. Tim responded at 4:09 pm with a question, I responded and at 4:54 pm, I recieve another response from him being told my Maestro is being replaced. This time around, service was spot on. Thanks Tim!

Brett/W5BLF

Flex Customer Service

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