Very slow service

  • 1
  • Question
  • Updated 2 years ago
  • Answered
I sent my several month-old 6700 back to Flex two weeks ago as it wasn't putting out any RF. Tim assured me it would go into the urgent queue (it did), and it was received on July 21. After not hearing anything for a week, I asked for the status on the support ticket, and just now received this reply (technician's name redacted):

"Hi. I have been on vacation and we are swamped.We will get to it as soon as we can. Thank you."

Two weeks is a long time for an urgent request, and I have to believe Flex has more than one technician to diagnose and repair high-end radios. I run my own business (high tech - medical field), and if I was this slow to respond to customers, I wouldn't be able to afford to buy Flex's (or anyone else's radios). I tried to find a direct number to call, but I only get the answering service. Emails go to the generic service inbox as well.

I have to say that I'm very frustrated. Between having a very expensive radio fail after a few months and being without it for three weeks now, and waiting almost a year for a Maestro (I'm still waiting), my sentiment toward the company is beginning to sour. I had to send another piece of equipment back for warranty service in Texas on the same day that the 6700 went back to Flex, and it was fixed and returned, and has been in my shack for a week as of today. Why the difference? I was really hoping to have the 6700 back for this weekend's NA QSO Party, but clearly that's not going to happen.

I don't usually vent publicly, but don't feel as if there's any other way to get attention to the situation in this case.

Eric NC6K
Photo of Eric Gruff

Eric Gruff

  • 27 Posts
  • 10 Reply Likes
  • Irritated and frustrated

Posted 2 years ago

  • 1
Photo of Tim - W4TME

Tim - W4TME, Customer Experience Manager

  • 9178 Posts
  • 3525 Reply Likes
Official Response
Eric,

We are down to one service tech right now due to a recent death in the FlexRadio family. Our current service tech was on vacation (and a well deserved one at that).  

Thank you for your patience while we get your radio repaired.
(Edited)
Photo of Gerald - K5SDR

Gerald - K5SDR, Employee

  • 825 Posts
  • 1504 Reply Likes
Official Response
We apologize for any delays in service at the moment. As Tim has stated, we lost a key team member in service and we had another on vacation last week. We also saw an unusual spike in incoming repair work at the same time. We will have to ask for your patience while we dig out of the backlog. Proactive communication is a trade off that takes time away from actually doing the repairs so there is a balance that has to be struck.

73,
Gerald