COVID-19 Update - U.S. Office Operational Changes Due to Stay at Home - Work Safe Order

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FlexRadio U.S. Office Operational Change Due to Stay at Home Order Issued by City of Austin - March 24, 2020

To Our FlexRadio Customers and Partners,

Today the city of Austin, Texas and Travis County, where FlexRadio is located, issued a Stay Home - Work Safe Order effective midnight March 24, 2020, and extending until April 13, 2020. Like many companies around the world, FlexRadio has already taken preventative measures to ensure the health and well-being of our employees and to follow the guidelines of our local, state and federal authorities. With this new legal directive in place, FlexRadio is revising its operations to comply with the order. Most of our employees are already working from home, but this new directive will alter our service and shipping operations and thus increase lead times for repair returns and shipping of new orders.

To support Minimum Basic Operations, beginning Wednesday, March 25th, 2020, the FlexRadio service center and shipping departments will move to alternating workdays and be manned by only one individual on any given day. This will minimize the health risk to our employees and community while allowing us to keep our repair centers open and product moving. 

We ask that during this time you work cooperatively with us and accept that this will cause some delay in receiving, servicing, and shipping efforts for RMAs and new product orders. Our teams will work diligently through this time to support you as quickly as possible under these new constraints.

Starting today, March 24, 2020, our HelpDesk staff will be working with each of our customers requesting an RMA to schedule a time for your repair. Our support/ service reps will work with you to manage the return of your radio for service during this time period so that we can ensure the most timely repair process possible. 

Orders will continue to be accepted through our normal sales channels including our online store (https://shop.flexradio.com/cart.php) and phone lines. Shipment of orders may experience some delay during the shelter-in-place order. Payments will not be processed until your order ships, as usual.

FlexRadio is committed to providing you the highest levels of technical support and service options during this time period. We encourage you to also use the following resources as you may encounter a longer wait time for a response on a support ticket.

Our learning center (https://www.flexradio.com/learning-center/), is available to you 24x7 and has the latest software, documentation, and helpful videos. Our technical staff continues to add new information to this valuable resource regularly.  

Our community forums ( https://community.flexradio.com/flexradio) comprise a world-wide group of FlexRadio System’s customers with years of hands-on operating experience with our products.  Some of our most knowledgeable customers are designated “Elmers” and are available to assist you 24x7.

Our technical HelpDesk (https://helpdesk.flexradio.com/hc/en-us) provides a significant content repository authored by experts.  US-based product specialists staff our helpdesk, all work remotely, and are available during regular business hours -  8 AM to 5 PM Monday – Friday. There, you can expect a response within one business day.

This is an unsettling time and we are all concerned about our families, friends, neighbors, and colleagues. The most important thing we can all do right now is to follow the guidance from public health and government officials and remember those affected in our thoughts and prayers. We will work to support each of our customers, old and new, while we are navigating our way through this crisis together. Thank you so much for everything you are doing to take part.  Please stay safe and well.

Gerald Youngblood
President & CEO 
FlexRadio
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Tim - W4TME, Customer Experience Manager

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