Very poor customer service

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  • 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.




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Pat N6PAT

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Posted 2 weeks ago

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Photo of Robert Lonn

Robert Lonn

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FOLKS!!!! If you want this TO END, just stop responding to any further emails... My Flex In Box is getting Overloaded.. May need to install another 1 Terabit Hard Drive if this wont stop!! :-)

Robert
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Gerald - K5SDR, Employee

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I think at this point I have communicated to the best of my abilities and knowledge the status of this repair and the process we use in diagnosis. We can always improve therefore we evaluate our processes and best practices on an ongoing basis. 

From this point, I do not plan to post further to this thread and will limit any communication regarding this repair to the service ticket as data becomes available from service.  The final comment I will make is that current spectrum data indicates that the original problem for which the radio was sent for repair appears to be contributing to the secondary failure in the bridge calibration. 

Thanks for your consideration,
Gerald
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Pat N6PAT

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"The final comment I will make is that current spectrum data indicates that the original problem for which the radio was sent for repair appears to be contributing to the secondary failure in the bridge calibration."

That's very interesting. Could it be that if the problem I sent the radio in for was addressed first then the SWR bridge problem might have been corrected as well thus eliminating the need for all the attention that problem received?

I agree that this is best handled via the ticket system. Unfortunately, no one was responding to my requests for updates via the ticket system and that prompted me to bring it to this public forum.  Only then did I get any real information.

Had I gotten responses via the ticket this thread would not have been necessary but it did serve it's purpose.





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Michael N3LI

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Once upon a time, Flex would close subjects when they run their course. And since GetSatisfaction won't allow us to stop following threads, this has become as abusive as someone stalking us via email.

Please please please? Pat's angry, and has no intention of not being angry. So he's not going to stop stalking us. For the interim, I'm just sending any posts with "poor customer Service to the trash on my multiple computers, but the problem with that is filters tend to trap actual useful posts. Not much point in replying Pat, as I'm making the filter as soon as I post this.
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Alan W4FBI

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Yes, you can stop following threads. Look at the bottom of your next email. I says to "click here to stop following...."
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Eric - KE5DTO, Official Rep

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This thread has run it's course and is now closed.

This conversation is no longer open for comments or replies.