Very poor customer service

  • 1
  • Problem
  • Updated 2 weeks ago
After having FT8 decoding problems for a while and unable to find the cause of the problem I opened a ticket. Tim responded and asked me to run a series of tests to narrow down the problem. After reviewing the results of the tests Tim said that my 6700 had to be sent in for re-calibration and  installation of any needed mods.

I sent the radio via FedEx and it arrived at FRS on 5/13/19. I received the following email (ticket update) on 5/15/19 from Katie Gartman at FRS

Patrick,

Your product shipped in under RMA number 30454 was received by FlexRadio Systems.

It has been transferred to the Service and Repair department and placed in the appropriate repair queue. A Service Technician will be in contact within 10 business days to provide an update on the status of the repair.

Katie Gartman
Shipping & Receiving Specialist

FlexRadio SystemsTM
4616 W Howard Ln Suite 1-150
Austin, TX 78728

I waited but did not hear from and service technician so on 5/31/19 I requested a status update.

On Monday 6/3/19 I received the following email (ticket update) from Greta Jones:

Mr Kane... I thought I had sent you a e-mail about us being behind because of Dayton and I took a week off. I will do my best to get it out this week. I am very sorry. Thanks.

Greta Jones, KF5OWC
Service Manager.

FlexRadio SystemsTM
4616 W Howard Ln Suite 1-150
Austin, TX 78728


On Friday 6/7/19 I still had not heard from anyone regarding the status of my radio so once again I requested an update.Now it is Monday 6/10/19 and I did not receive any reply to my latest update request on 6/7/19.

FRS has had my 6700 for about a month and I still have not had a single technical update regarding my radio even though I was told on 5/15/19 that I would hear back from a service technician within 10 days. A reply from a manager that says she forgot to send me an email is not a technical update.

I spent over $7,000 for my 6700 and this is the level of service I'm receiving

To the pretend-employee cheerleaders I say to save your keystrokes as I will not respond to your predictable baiting and spin attempts trying to convince me that this situation is in fact a good thing or perhaps it's somehow all my fault. I'm in no mood for your childish nonsense.




Photo of Pat N6PAT

Pat N6PAT

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Posted 2 weeks ago

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Photo of Steve - N5AC

Steve - N5AC, VP Engineering / CTO

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Official Response
Pat, I apologize for the delay in servicing your radio. As already noted, there were a few mitigating circumstances, but we should always be proactively communicating. Our customer base has grown substantially over the last year and we are experiencing some growing pains as a result of that success. Service is just one of these areas, but one we've been proactively working. We posted a position for another service technician two weeks ago and filled that position last week. Our new technician, who happens to be very experienced with our equipment, just started today. You should hear from us in the next 24 hours on the status of your radio.