Subject: R7000/Cushcraft Tech Support
Gentlemen:
I appreciate your comments regarding Cushcraft's technical support
organization.
In our own defense, I would like the amateur community to understand
that our technical support organization handles somewhere between 250
to 300 telephone and e-mail inquiries each week. In some weeks we
receive up to 100+ inquiries on Monday alone. With the availability
and ease of e-mail, the number or correspondences we receive each week
increases.
Responding to some 250 - 300 inquires, which include general antenna
technical questions, spare parts orders, requests for manuals and
catalogs, and in most cases, issues relating to antennas that have
been in operation for many years beyond the warranty period, I have no
doubt that Cushcraft offers the best technical support of any amateur
antenna company. For every customer with a bad experience, we have at
least 60 that a very good and positive experience with our technical
support personnel.
Our technical support rep, Paul Randazzo NW1U (paulr@cushcraft.com)
does a fantastic job dealing with our customers. Ed Hammond WN1I
(edh@cushcraft.com) has now joined us as our Amateur Marketing and
Sales Manager and will help out the organization tremendously.
Coming up within the next few weeks is our new web page which will
feature our new technical support program - TechExpress. The web page
will feature our catalog and all instruction manuals available for
free download. The web page will also have a parts order form, and
eventually, a parts price list. As part of TechExpress we will also
focus priority on answering e-mail requests over phone requests.
Regarding the R7000, we stand behind our product with a full warranty.
No questions. Art Hambleton had been handling all of the R7000
warranty requests prior to his departure. We are still trying to
catch up on this a bit, so I ask that you bare with us for the next
couple of weeks. By the way, of all the R7000 antennas we have sold,
only 2% of customers have a warranty issue. We will resolve these
within the next several weeks.
If you need to contact our tech support department please e-mail us at
paulr@cushcraft.com or techsup@cushcraft.com.
73, Steve Best
President
Cushcraft Corporation
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