++++++++++++++++++ Date: Wed, 25 Sep 2002 09:16:39 -0700 From: Brian Kassel To: qrp-l at lehigh.edu, Elecraft List , Larry Cruise , Les Kolb Subject: [Elecraft] Customer Service, a Myth? Folks: Some of you might recall in a recent posting, that I had lost 20M on my K-1 during the recent QRP Afield event. Well, due to their excellent documentation, I traced it down to the 22 MHz. crystal used for that band only. I called Elecraft, expecting to pay 10-20 bucks for a new crystal, as the rig is way out of warranty. As usual, Elecraft really surprised me. Scott told me that they had seen this crystal failure maybe 10 times in the K-1. Of course, as the number of K-1's sold out there are well over 1000, I figured that 10 failures was not indicative of an epidemic ;). I was blown away, when Scott told me that they would send not 1, but 2 crystals, totally *FREE* to me! He mentioned that he was sending 2, "just in case". He *APOLOGIZED* for the failure, and said that he would get the crystals out to me right away, the same day Priority Mail. Heck, the failure was not due in any way to anything that Elecraft had done, it was strictly a manufacturing problem with the crystal vendor. And so small a sample out of that many kits is really not a big problem I wouldn't think. In 42 years of hamming, I have never had so much consistent good luck with customer service from a ham radio manufacturer. Heath Kit and Ten tec come close, but in my experience, (YMMV), Elecraft is tops on the list. I'm the kind of guy who is critical about service, weather in a restaurant, airplane trip or any other situation where I am the customer. I have been known to not leave a tip at all when I perceive that service received was not up to par. On the other hand, I have been known to leave a tip way over 20% when I get exceptional service. I mention this only because I wanted you folks to know that I don't offer this experience lightly. Now *THAT* is service! Brian K7RE +++++++++++++++ Date: Wed, 25 Sep 2002 09:42:58 -0700 (PDT) From: Denis Dimick To: Brian Kassel Cc: qrp-l at lehigh.edu, Elecraft List , Larry Cruise , Les Kolb Subject: Re: [Elecraft] Customer Service, a Myth? As a newbie here, I just want to put my two cents in.. I'm in the middle of building my K1, and I placed one of the chips in backwards, Wish I could blame it on being up late building the kit, but I just screwed up. So I called Elecraft, told them I screwed up and needed a new chip.. There sending a new one out for free.. Small wonder Elecraft has such a loyal following.. Denis - KC6AUP ++++++++++++++++++ From: "Roger Marrotte" To: Date: Mon, 30 Sep 2002 19:56:28 -0400 Subject: [Elecraft] Outstanding Help from Elecraft Tech. Support I just want to thank Gary Surrency for his fantastic help. I've had my K2 for a year or two and it's been working great, until a week ago, when the transmit function died! I looked at the radio for a few days, tried transmitting a few times, and finally got out the manual, opened the radio up, scratched my head for a while, decided I had to build the RF probe, couldn't find the parts envelope for the probe kit, ordered an RF probe kit from QRPp International Radio Club, then found the missing RF probe kit envelope that came with the K2, built the probe, read the trouble shooting section of the manual, scratched my head some more, tried to do some of the checks described in the manual and got no where fast. I've build a lot of kits but have never had to trouble shoot anything. Boy was I getting frustrated. But then I got smart and emailed Elecraft and Gary and I exchanged a few emails. His replies were fast and right to the point. The radio was fixed in no time. The problem was my fault. When I built the radio a long time ago I forgot to solder one of the leads on Q3 on the control board. Some how it's worked all this time like that. I can't say enough about Gary's help. He lead my by the hand and made it easy. Hopefully I've learned something from the process. While trouble shooting the problem I found a second unsoldered joint on the external speaker jack! Too many long nights having too much fun to stop building the kit. Last night I tested the rig by answering a YB1 on sideband and he came back to me! I did have to crank the power all the way up to 15 watts. Now that everything is working so well again, I'm really thinking about the 100W option and the new tuner when it comes out. Roger, W1EM +++++++++++++++++