Sent in a repair, received Oct 25 per the note I could expect an update by a tech in 10 days. Radio silence 15 ish days later asked for status on the 14th no reply. Tried to call and direct to VM.
I'm a prospective buyer and have had a similar problem. The FlexRadio business plan may need to be adjusted slightly to account for a growing customer base. The competition in SDR radios is growing as evidenced by the Icom 7300/7610 entry et al into the market place. While my research indicates that FlexRadio makes a well-engineered product, product perception is equally important in the public view and should not be neglected. While I will probably place my Flex 6400 order shortly, I still have reservations about product support and waiting 4 days for a simple product question reply which I had to initiate or in your case 15 days, we would hardly be classified as impatient owners or prospective owners :0). The business cycle can be brutal but change can bring about more success if problems are identified and accounted for early enough. I really hope they respond to your query shortly. Keep us all posted as the saga continues.
Jerome (W0JD), we are sorry for the delay in responding to your ticket. I see that the service department is in communication with you and that there was a problem in how the ticket was assigned in our system so that it was not being seen by the service technicians. This process issue has now been corrected. Your ticket indicates that you had a lightning event, which can be very problematic and difficult to diagnose in service. Please accept our apology for the communications delay.