When it came back it rebooted continuously. After looking inside I could hear the fan running rough and I put that in the HelpDesk notes.
Tim wonderfully granted me a priority return. I returned it the same day.
Upon arrival yesterday (Monday) the 6600 was setup and run overnight and they could not reproduce the fan issue.
It appears it has already been transferred back to shipping with NOTHING being done since they cannot reproduce the issue.
I suggested they replace the fan. Obviously, it had an issue here. Yet it looks like they will ship my $3000 + radio back with the same fan simply because it could be duplicated.
This is quite disappointing personally as I figure the fan is like a $5 part. They already spent $30 or more on shipping plus I've spent some as well and been out of the use of the radio for close to a week.
I am disappointed. If the radio arrives and the fan fails I will replace it myself as I will have lost faith in the Flex repair and their actions in cases like this.
I am sorry. I am venting but it just seems wrong.
I have been a devoted flex user but I am now beginning to doubt my 6600 choice. I will have to see how it goes when it comes back.
one issue that has happened with the fan is a cable the falls into the fan blade area and keeps it from spinning..simple fix is an additional tie wrap to help secure it in place
this cable sometime moves when being shipped..as there are a few cables in that area.
depends on how many at UPS are playing "toss the flex" game ;-)
i have a 6600M and have double checked this when i received mine back from the PEN update.
still loving my 6600M...
helped me bag KH1/KH7Z on Baker Island both on CW and FT8
now at 330 worked with 329 confirmed..two more to go for HR
BRAG OFF ;-)
Now flex cannot dupe and I expect my radio is in shipping already. I will see how it looks when it gets here.
I do love the 6600. I am happy with it as a radio and generally speaking I am happy with flex and their service. But in this case I have a tough time with the tech knowing I reported the fan noise. Videoed the blinking red light and if I had been repairing I would have replaced the fan just to reduce the possibility of a return trip and at worst case I would have contacted me to say look we can’t dupe it. Do u want a new fan? It will be $19 or whatever.
So we shall see.
Yeah Mark I hear you. That really does not sound right does it? I understand Flex not wanting to throw parts at something, I live that reality every day However, not replacing the fan in the context of this situation just does not add up. I wonder if shipping was presumptuous and got it wrong, or someone is not communicating effectively with shipping. I would certainly have the same reaction as you. I have met and conversed with Steve and Gerald multiple times at ham events, as well as Greg. They never seemed cavalier about their customers concerns. I would suspect Tim will have some information on this very soon. My radio arrives at Flex tomorrow. If I receive the same response from Flex that you have, then we will understand, and no explanation will be necessary. How unfortunate this whole debacle has turned out to be for us and Flex. I purchased the 6600 because my experience with my 6500 was so perfect. I thought it would be even better with 2 SCU’s. Here’s hoping that this will all be cleared up soon and both us, and Flex will be satisfied.73, Dan
I have neve seen such a cheap made radio has flex
power poles want stay in
speaker in the rig sucks and what happen to the fuse I mean come on take the top of radio off just to check a fuse
I see that you posted this complaint to the Community last night at 22:00 CDT our time. Below is John's response to your ticket today. If anyone has a request, concern, or complaint, we would appreciate the courtesy of communicating back through the help desk system so that we have the opportunity to thoughtfully consider and respond. We are normally able to respond within one business day and will make every effort within reason to address your issues.
John PattersonToday 01:40 pm(assign)
My apologies for the delayed response. Once I submit the RMA ticket to shipping I no longer have viewing access to it. Shipping shared with me your request and I just now saw your response. Normally it is not our protocol to replace non-failing parts but I will be happy to make the exception for your piece of mind. I'll pull your radio back into service and install a new fan and we'll do one last test and get it shipped out today.
Thanks for being a valued Flex customer.
I have never seen any ham customer get a personal/public reply from the head of Icom, Yaesu, or Kenwood. Buy U.S.A. where possible. The local team seems to really care.
[But I still like my Icom 7300 - Just not as much as my Flex....]
First I have owned 6 flex radios:
1500 - Interested me enough to get a 6300
6300 - Upgraded to a 6500 on Tim's recommendation and the upgrade plan
Life took a change, sold the 6500. Bought a 7300. Nice radio but NOT a flex
Decided life change was not so bad: Bought a pre-owned 6500.
Upgraded to 6600
Sold 6500 to local friend ham when I got my 6600
Bought a pre-owned 6300 as a Field Day, portable rig
When my 6600 comes back I will have 2 flex radios in the shack, a 6600 and a 6300.
I am a devoted customer. But I am human. When my 6600 went back for PEN I was happy. Flex was doing what I think Flex does best. Taking care of it.
It arrived back to me DOA. Well it would boot, run for a while then shutdown and blink the red light.
I am a tech type guy. I build gear, build computers, write software in C# for a living, and do Ham radio and electrical repairs in my home. I know a bad fan when I hear one. This was not a firmware problem, it was a bad fan.
It was plainly obvious to me listening to it. Yet upon sending it back to flex they could not dupe the problem. But in my book a fan is the most likely to go and when a customer reports the fan could be bad why would you risk another round trip shipment at both parties cost when you could put in the $10 or $15 fan right then and there?
Flex, Gerald, I will gladly pay you for an hour of service time and the cost the fan. I don't freaking care! The radio is more than $3000. Why would I care about a possible $100 service charge + a fan. I just would have liked to have been given the option.
My complaint here was not about Flex as a whole. I think my history speaks for itself. I have bought almost nothing but Flex radios in the last 3 years. In my opinion there is absolutely no better radio out there.
My complaint is simply that in this case, with a radio that JUST CAME BACK from a PEN, DOA return that Flex would not go the extra few steps to call me tell me it was working fine and ask what I would like to do. My answer would have been at the time: Replace the fan. If you want to charge me for it fine.
So in setting the record straight. Flex is a great company. Yes you get personal replies from the president of Flex but I do think by the tone of his reply he is not very happy with me for posting this thread. So Gerald, again, I apologize. I am frustrated and want to get past this.
But I do think this did not go as well as it could have. If I'm now on some Flex black list for speaking out then once again I will apologize. I think however there are lessons to be learned from this:
1) Perhaps in the Flex 7000 series Flex could consider a fan mount that is user replaceable. Would save some in shipping. Considering I know of both the 6500 fans that died as well as another 6400 user with a dead fan, one that happened literally a day after getting my 6600 back with a bad fan, it seems to indicate these are a weak link. Certainly not worth any redesign, but in future designs at least consider the fans being on the back or in a place where they can be removed and replaced easily.
2) In the mean time, in service, if you cannot dupe the problem especially on a priority RMA but really on any RMA, instead of moving it right to shipping and return, perhaps an email or a call to the customer is warranted. I can't speak for others but for this personal attention I will pay flex for their time even though this might be under warranty, I get that it takes time, effort and manpower. So charge me something but do what I ask rather than just ship it back.
It seems that my fan has been replaced and the radio is back on its way. Fingers crossed UPS does not drop it from their airplane deck to the ground or something. Actually that should be item number three:
3) Mark the boxes fragile. In fact for me I would pay extra to have one of those G monitors on the box and request of UPS that G forces be kept below some value. Although I do think when those monitors are on the box it is almost like a contest by the workers to see just how high they can get it to read. LOL
So with that being said, Tim please close and lock this post. I think I'm done ranting and I can only hope my dealing with Flex are over for a while.
Mark - WS7M
Just like where I work never enough time to do it right the first time but always plenty of time to have to do it over again.
While I'm not saying this is the situation in your case, it is not terribly uncommon to get a radio in with a customer-stated problem, us not be able to duplicate it and then after returning to the customer, our customer finds a problem in their shack that has nothing to do with the radio. Since this happens fairly regularly, this is always in the back of our minds as a possibility. It is not lost on any of us that customer skills vary with the range spanning everything from complete newbie to seasoned engineer and for those that are technically inclined it is very insulting for us to re-suggest that the problem might be "on your end." Having said this, both the rebooting and the fan noise could be the result of power issues to the radio and so our "best guess" after not being able to duplicate it was that you have a power supply issue. If this is the problem, you may still have the issue when the radio returns.
Everyone in every radio shop far prefers a solid "it's broken" to anything intermittent or "broke at customer site, works in lab." These are the hard things to find, especially if they turn out to have some environmental component that is different in the two locations. I do understand that the post John made might have looked "flippant" or dismissive, but I assure you John is a very thorough, detail-oriented person and after he exhausted his brain on the problem, he got others involved and all of us were(are) stumped. Your point about the communications is a good one (instant message about transfer to shipping) and we'll discuss that and improve as we always do.
Hey, thanks for being a loyal customer and let us know if you have any other issues.
So I think the point of my thread is still valid. This should be considered by flex as it is very expensive both for the user and Flex to have to send radios back and forth for fans that clearly have a problem.
Joe I will be very interested if you do a self fan install. I have started to look for a better fan but not spent much time on it so far.
I will say that my fan which sounded like a coffee grinder worked fine at flex so perhaps the rotors can slip out of position or something?