[TowerTalk] Force 12?

[W0UN -- John Brosnahan]

>
>     I don't know what has happened to their customer service, but it is too
>bad that they are having problems.  Once the "word" about bad customer
>service gets out, it is most difficult to fix.

While this is true, it CAN be fixed.  When I took over Alpha-Power the
repair side of the company was in chaos due to a huge backlog during the
buyout of the MRI and industrial heating business.  Some suggested it
may have been the worst customer support in the ham business.  The new
owners of ETO wanted the ham stuff closed down.  Thankfully, Dick Ehrhorn
bought back the ham side of the business.  Subsequently I spent six MONTHS
handling virtually every customer phone call.   Ultimately getting customer
service back to where it was one of the BEST in the business.  Fortunately
when I left for my heart surgery the new owners have continued to provide
good service--due in great part to the hard work of AE0Q.

So it IS possible to turn around customer service -- but it takes a MAJOR
commitment to the effort.   I hope that Force 12 will be able to see the
need for quality support.

73--John  W0UN