Just can't beat these folks!!
Last November I received a Titan 3, which was DOA. (turned out to be an
easily made assembly error) After John and Paul couldn't reproduce the
problem I saw on my desk, Jack Burchfield spent four days, off and on, on
the telephone with me, helping with the troubleshooting. After fixing it, I
had several more failures. But Ten Tec, being Ten Tec, did the right thing
(to me anyway) and they scurried around like crazy during the busy Christmas
days, to send me another Titan 3. The new Titan 3 has been sitting in one
spot on my desk since it's arrival in December, just working like a well
build tank.
When the President of the company get's involved with helping a customer
troubleshoot a problem, you really have true customer support, supported by
the top man!
Tom - W4BQF
----- Original Message -----
From: "Jim Brown" <jim@audiosystemsgroup.com>
To: "Ten Tec List" <tentec@contesting.com>
Cc: <service@tentec.com>
Sent: Saturday, August 14, 2004 2:12 PM
Subject: [TenTec] TenTec Support
> I want to post a very public thank you to the TenTec service department
for their help in
> resolving some problems with a Titan 425 I recently bougtht on EBay. I
called for help
> several times, asking for ":whoever is hot on the 425," and was routed to
John in the
> service department. John was VERY supportive of my fixing my problems in
the field. He
> sent me a reed relay at no charge, and he talked through symptoms and
probable causes
> on the phone. When I told him I might have a board that had been modified,
he offered to
> send me a used one to try or compare on an exchange/loan basis.
>
> I eventually found several bad transistors and replaced the big vacuum
relay. The amp is
> now purring along nicely.
>
> To put this in perspective, Ten Tec probably sold this amplifier about 20
years ago, and has
> probably not touched it since. I bought it on EBay, probably from the
original owner, who
> had clearly taken good care of it. What other manufacturer in any industry
would allow a
> (very) compentent technician spend a half hour on the phone (spread out
over several
> weeks) with a user to fix a 20 year old product that they haven't sold for
at least 10 years?
> We all know that support like this is almost non-existent.
>
> BTW -- my 24 year old Omni-A just went out on loan to a member of our ham
club who just
> passed his General ticket.
>
> The folks at TenTec clearly understand that the value of their products is
tied to their resale
> value and the long term satisfaction of both original and subsequent
owners. Credit Al
> Kahn, K4FW, Ten-Tec's founder (and also the founder of Electro-Voice) for
this positive
> attitude. That's also the way he ran EV. Although I've never met him
(except once on 40 cw),
> Al is one of my heroes.
>
> Jim Brown K9YC
>
>
>
> _______________________________________________
> TenTec mailing list
> TenTec@contesting.com
> http://lists.contesting.com/mailman/listinfo/tentec
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