[TenTec] Was omni vi help

[rick@dj0ip.de]

Dalton,

Back then was "BACK THEN".
We all made good money on the products we sell.
Now days it's tough to make much money on the sale.
It's become a service world.
You have to make money on service.
It's been this way for 20 years for most companies.

73 - Rick, DJ0IP
(Nr. Frankfurt, Germany)


-----Original Message-----
From: TenTec [mailto:tentec-bounces at contesting.com] On Behalf Of Dalton
Sent: Friday, March 11, 2016 12:01 AM
To: Discussion of Ten-Tec Equipment
Subject: Re: [TenTec] Was omni vi help

When I worked in the farm implement business, selling new tractors,
implements and parts, phone calls were in overhead.  I spent many hours on
the phone looking up parts for customers.  They were never charged!  Just
part of doing business.  Time was spent trying to help them figure out their
problem when they broke down in the field.  All just part of customer
service.  Still no charge.  Only time there was ever a charge for a phone
call was when we made a special phone call to the warehouse in Memphis that
was long distance and they wanted the part the next day.  There was no such
thing as a fax or cell phone back then.  Who pays the tech twiddling their
thumbs between jobs?  I know good and well they don't sit there and work for
a solid 8 hours less their 2 breaks and lunch time.  I guess we will be
charged for phone time with the salesman when we are buying a new radio?  

73,
Dalton - W4WUQ
w4wuq at arrl.net
Sent from my iPad

> On Mar 10, 2016, at 3:05 PM, Mike Bryce <prosolar at sssnet.com> wrote:
> 
> I remember reading that info from John Henry. 
> 
> I guess my point is will I have to pay for phone support for a NEW piece
of gear? 
> 
> I can certainly understand calling about a issue with an Argosy II,and
being billed,  however after handing over several thousand dollars, and then
be billed in 15 minute increments, for an issue with a NEW transceiver is a
bit much to Swallow. 
> 
> I guess I see things differently. To me, it's like buying a new car then
having to pay the service department to help you figure out why the cruise
control won't work. 
> 
> Mike wb8vge
> 
> Sent from my iPhone
> 
>> On Mar 10, 2016, at 3:16 PM, Thomas Kuehl via TenTec
<tentec at contesting.com> wrote:
>> 
>> This is part of what John Henry posted on January 4th regarding a portion
of the new Ten Tec policies:
>> "A second problem in the service department is with the time 
>> technicians spend on the telephone that quite often ends up having 
>> nothing to do with the Ten Tec product but is some other station 
>> deficiency.  The problem here is Ten Tec is not compensated for that 
>> time, yet Ten Tec pays wages to the technician. When the service 
>> department resumes operation, Ten Tec will charge the customer for 
>> any telephone call or email that consumes more than five minutes of 
>> technician time.  That time will be billed in quarter hour increments at
the prevailing service rate."
>> 
>> 
>> _______________________
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