[TenTec] RMAs

[Bob McGraw - K4TAX]

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 at hotmail.com>
To: "TenTec at contesting.com" <tentec at contesting.com>
Sent: Wednesday, September 03, 2014 4:24 PM
Subject: Re: [TenTec] RMAs


> TNX Bob, Things are sure changing.
>
>> From: RMcGraw at Blomand.net
>> To: tentec at 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 at 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 at hotmail.com>
>> To: "TenTec at contesting.com" <tentec at 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 at contesting.com
>> >> http://lists.contesting.com/mailman/listinfo/tentec
>> >
>> > _______________________________________________
>> > TenTec mailing list
>> > TenTec at contesting.com
>> > http://lists.contesting.com/mailman/listinfo/tentec
>> >
>> >
>>
>>
>>
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