Yep and I view better too.
I've found from past experience with my former company and me being
responsible for service and technical support, one would be amazed as to how
many times we received a product in a box. No description of why, nothing
about the problem or why it was shipped to us. Frequently we had to get the
persons name and address from the return address. The administrative staff
had to contact the person, sometimes taking 2 or 3 days after leaving
messages to get the reason for the return before it could be entered into
the system. This sure slows down the process as in the mean time, the
product sits there........waiting on the "to be repaired" shelf.
And better yet, before we put in the RMA system, on more than one instance a
service tech would go over the unit, find a fault or two, repair the item
and we'd ship the unit back. On more than one occasion, we got a call from
an irate customer saying his unit was not repaired. Further investigation,
we found the customer didn't know about the two faults that existed and the
service tech didn't find the issue of the original complaint. Once we put
in the RMA system, the repair success greatly improved, the repair quality
went up and call backs went down. We were able to handle more repairs with
the same number of service techs and the cost to the customer went down and
the service recovery went up. In other words, every one won!
Yes, we found customer complaints initially existed because "we changed the
system". Oh my!
We don't need to be reminded that time is money. Any time saved is money
saved.
73
Bob, K4TAX
----- Original Message -----
From: "P C A" <xtraham58@hotmail.com>
To: "TenTec@contesting.com" <tentec@contesting.com>
Sent: Wednesday, September 03, 2014 4:24 PM
Subject: Re: [TenTec] RMAs
TNX Bob, Things are sure changing.
From: RMcGraw@Blomand.net
To: tentec@contesting.com
Date: Wed, 3 Sep 2014 16:13:34 -0500
Subject: Re: [TenTec] RMAs
Go to the Tentec website, then on the left under Service & Support you
will
find the necessary info to obtain an RMA.
<snip>
Repair RMA procedure
An RMA is required before sending a product for repair. Please email
service@tentec.com or call 865-428-0364 with the following information.
Model number
Serial Number
Description of the problem
Your Name as it appears on your credit card
Call sign
Shipping address
Billing address for your credit card if different from your shipping
address
Email address
Phone number
An RMA will be created and the RMA number will be emailed to you from an
RF
Concepts.com email address. The RMA number must be placed on the outside
of
the shipping carton. Ship the item to,
TEN-TEC, Inc.
1185 Dolly Parton Prky
Sevierville, TN 37862
<snip>
Hope this helps.
73
Bob, K4TAX
----- Original Message -----
From: "P C A" <xtraham58@hotmail.com>
To: "TenTec@contesting.com" <tentec@contesting.com>
Sent: Wednesday, September 03, 2014 4:05 PM
Subject: Re: [TenTec] RMAs
> Hi John, RMA's what is the procedure for obtaining one if needed???
> Andy, W3LI
>
>>
>>
>> Hi Jim,
>>
>> Usually, you should get an email the following working day.
>> If you ever have concern and don't get it on the 2nd business day
>> after
>> you
>> entered it into the web site, then give Paul Clinton a call.
>>
>> I did check with Paul, and he said your number should have gone out
>> this
>> morning. Seeing that you entered it on the 2nd. If you don't see it
>> today,
>> give Paul a call and confirm your email address with him and get the
>> appropriate RMA #. But he does see it in the system.
>> Sometimes there are glitches in this mo' modern updated technological
>> world, hi hi hi.
>>
>> Thanks, and 73,
>> John Henry, KI4JPL
>> TEN-TEC Engineering, a Division of RFConcepts LLC
>> _______________________________________________
>> TenTec mailing list
>> TenTec@contesting.com
>> http://lists.contesting.com/mailman/listinfo/tentec
>
> _______________________________________________
> TenTec mailing list
> TenTec@contesting.com
> http://lists.contesting.com/mailman/listinfo/tentec
>
>
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