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[TowerTalk] Cushcraft - UGH!

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Subject: [TowerTalk] Cushcraft - UGH!
From: kq2m@mags.net (Robert L. Shohet)
Date: Wed, 13 Oct 1999 05:45:40 -0700
Guys,

I thought that I would relate a Cushcraft experience to you.

I recently bought (new in box - although it was made and packed in 1993)
a 20-4cd and began to assemble it two days ago.  The antenna boxes had
NEVER been opened so it was with disgust and anger that I noticed the
following: 

1) Half the directions were missing - fortunately I had another 20-4cd
   with the other half of the directions or else building it would have
   been impossible!
2) 5 element tips were missing
3) Two of the 50" long element pieces were actually 49"
4) Two of the 20" long element peices were actually 19"
5) The gamma match to element clamp was TOO BIG and I had to use a
"shim"

I'm sure there were more deficiencies only they were not obvious since I
only measured the pieces that were so short they caused me to change my
design.  

The short element pieces were REALLY annoying since I had to reconfigure
my design since I did not want an exposed element telescoped slit to
allow water to get in.

I remember calling Cushcraft in the Spring to tell them about the gamma
match problem.  I spoke to the mgr. of operations. Here is what I was
told by "Ed" (I forget his last name):

I would have to write up the problem and submit it to the sales
department.  They would review it, decide if it had merit and then pass
it on to the technical department where they would review it and "study"
it and decide if it was a problem.  If they did, then they would write
it up and submit to the "quality review" department.  From there it
would go back to the technical dept. and then someone would come up with
a solution.  (It would take about FOUR WEEKS!)

I asked why not bypass all this bureacracy so that I could get an answer
NOW, when I needed it.  I was told that this was company policy and that
"This is how it is done at Cushcraft".  I persisted and asked to speak
with an engineer.  I was told that this was not allowed.  When I asked
why, (since it ultimately would GO BACK to the tech. dept. for a
solution to the design flaw) I was told I was "wasting his time" and
then the SOB hung up on me! INCREDIBLE!

Now FOUR element pieces each EXACTLY 1" short?  Can't be a coincidence. 
Missing directions, missing element pieces, all in the same box?

Even if the production was that sloppy, isn't someone supposed to
actually inspect the parts (BEFORE shipping) for incorrect lengths and
missing items?

I invite someone from Cushcraft to respond to this posting and to
apologize for these inexcusable multiple negligent lapses and their
corporate arrogance. 

73

Bob KQ2M



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