[TowerTalk] FW: Unhappy Customers

Fri May 21 08:33:00 PDT 2010

This sounds like a story out of my playbook. The SAME exact thing happened
to me. West coast to East coast. I love my East coast screwdriver and
wouldn't
own one from the west coast company now. It all comes around.

Nothing but complaining and arguing with the West coast company. I told the
east coast my stinger had gotten "rusty" looking because I live on the ocean
at the Orlando hamfest.

He handed me a new one and said FREE. He didn't care where I lived, it
should
stay looking like stainless. Customer service is where it's at.

73 Dave n4zkf

-----Original Message-----
From: towertalk-bounces at contesting.com
[mailto:towertalk-bounces at contesting.com] On Behalf Of John Hudson
Sent: Friday, May 21, 2010 11:12 AM
To: towertalk at contesting.com
Subject: Re: [TowerTalk] FW: Unhappy Customers

I wasn't going to comment but will for my $.02 worth. 

First I do not own a STEPPIR but I have had customer service issues with
other ham companies and my personal feelings is it's my money that buys
their products and with high $$ item products like STEPPIR ($2k - 4K PLUS)
you want a reply within a reasonable time frame. 

My personal account was with a screwdriver antenna company on the west
coast. From the onset they sent the wrong antenna controller with the first
order. When I called about it, it was like I was being told it was my fault,
so what did they do, they sent me the correct controller for exchange BUT
they charged me the full price of the correct controller until I returned
the in-correct controller back. So my credit card is charged and then I have
to wait a couple of weeks before it gets credited back. Plus there was a big
hassle over how the items were charged...blah blah blah.

Then within 6 months there was a issue with the motor and when I called
there was lots of complaining on the other end that it can't be nothing
wrong.. blah blah blah

More questions on the amount they overcharged for shipping but the antenna
worked well, not the best built but worked well. Customer service was
terrible. I won't be back just because of the customer service attitude.

Now to the good customer service story. A couple of years ago I made the
switch to another brand of screwdriver antenna from the south east part of
the country. Actually it was a used antenna and I had a problem with it
during install on 80m, so I called the company and the secretary said all
the techs was gone to lunch and she would have them call me back. So the
afternoon rolls around and then finally 5pm hits and I though ok I'll give
them the benefit of doubt and maybe they were busy and they will call the
next day, NOPE the owner called me about 8pm his time and wanted to know
what was the problem and in 5 minutes he explained to me the issue and the
correction and THAT'S HOW YOU WIN AND KEEP CUSTOMERS.

Good luck

John
KO4XJ

-----Original Message-----
From: towertalk-bounces at contesting.com
[mailto:towertalk-bounces at contesting.com] On Behalf Of Howard K2HK
Sent: Friday, May 21, 2010 9:23 AM
To: towertalk at contesting.com
Subject: Re: [TowerTalk] FW: Unhappy Customers

I hate getting involved in mud slinging but I would like to relate my
experience with SteppIR. I like Bill,KH6XS, no longer own SteppIR's. I have
had six SteppIR's in the past but for reasons not pertinent to this
discussion I no longer have any. The service I received was the most amazing
I have ever experienced. Antennas were exchanged and  parts sent w/o charge.
Mike even gave me his cell phone number. Granted there were some glitches
but they were always rectified as soon as possible. I had numerous
conversations both on the phone and by e-mail discussing design and
modeling. I doubt if there are many companies that would be so open about a
proprietary product. Some of the things they did were so unusual that I
hesitate to mention it here since it might open the flood gates. On some of
these issues I think Mike handles them on an individual basis. I have no
interest in the company other than wishing a small company that had the guts
to market  an innovative  product conti
 nued success.

I also deal with Array Solutions. I find them to be most accommodating and
responsive to any problems. E-mails work the best since they too are limited
in size and can't always be available to answer phone calls. They too go
beyond the sell  it and forget. They will go out of their way to customize
and to solve individual problems. 

It is understandable when one feels ignored to hold some unkind thoughts but
they are likely to be a temporary glitch for both those companies. I would
say if you give them the chance it will be rewarded with their usual good
service.

Howard..K2HK

> 
> Rather than go into a giant detailed report over this particular issue,
I'll
> just say I fully agree with this last statement of Dave's. And add that
> there are two popular vendors who I personally think should read and heed
> Dave's message. In my opinion those two vendors are Array Solutions and
> Champion Radio. In my case, I found when I place an order, I get no
response
> at all for over two weeks. It does not make for good customer
> relations/feelings. I absolutely do not demand immediate shipment of my
> order, but I certainly do expect a quick response from any vendor. 
> 

> 
> 
> 
> 
> 
> 
> _______________________________________________
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