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on this list. I am not going to try to take a stand one way or the other because I was not there but I think some basic common sense is in order. With the rash of complaints about customer service that has been flying back in forth I would like to offer a simple suggestion. Vote with your pocket book ! Regardless if we are talking about F12 or any other company, as consumers we only have one real power and that is to not purchase products from people who do not want our business. The only other recourse is to tell your friends of your poor experience. We can complain, write letters and call on the phone, etc but if sales come to a halt and a company's reputation is tarnished from poor customer service, the problem will solve it's self. Either the company will fix the problem or go out of business. >From the long delivery times indicated from some of the post it appears that either F12 doesn't have a customer service problem OR they haven't sold enough product where people are aware there is a problem. As a business owner I always try to give the company the benefit of the doubt and try to resolve my problem directly but if that doesn't work there are the airwaves and plenty of reviewers sites and newsgroups where hams discuss these issues. Your opinion is probably valuable to others who are considering products you have experience with. Lee ----- Original Message ----- From: "Alan C. Zack" <k6acz@earthlink.net> To: <Force12Talk@qth.com> Sent: Monday, June 30, 2003 11:02 PM Subject: [Force 12 Talk] LPT-620 Mini Tower Customer Service > Last month I presented a question to the F12 reflector as to how to > raise/lower my LPT-620 tower purchased a year ago using an electric > drill. I attended the Visalia Intl DX Convention last month. > I went to the F12 booth and discussed raising my LPT-620 using an > electric drill with Tom, N6BT, owner of F12. Tom indicated he had > known of my emails and phone calls over the past year asking about > this. He said I needed a loop assembly that attaches to the crank > handle that would allow the drill to be used. I asked where do I > obtain such an item. Tom stated they come with the winch. I advised > Tom my winch did not have one. Tom stated that it was not his > problem and refused to discuss it with me further and started > talking to someone else at the booth. > I presented my question to the group and got many good suggestions. > The best suggestion came from Tom W3TMC. Tom W3TMC directed me to > the web site for the wench manufacturer that showed me the piece I > was missing. I contacted the wench manufacturer direct and > received the following response: > "The winch handle and loop is not installed on the winch here at our > factory but is shipped loose in the box along with the locknut that > holds it on the drive shaft. If you will provide a shipping address > for me I'll send a loop drive and nut to you. No charge for such a > small item." > Now, that is GOOD customer service. This is the company F12 buys the > wench assembly from. They had no obligation to furnish me with a part > that F12 lost but they did. My loop piece somehow got separated from > my wench someplace at F12. Tom could have told me he would locate one > for me and send it, or he could have contacted the wench manufacturer > and requested one for me. He decided to do neither, telling me it was > MY problem. My contention is that although F12 purchases the winch > from a sub-contractor it is still his responsibility to assure the > winch assembly is complete when he installs it on his tower > assemblies. Furthermore, I received the tower with the winch handle > reversed (pointing inward rather than out) for shipping. Someone at > F12 had to remove the winch handle, along with this loop piece, to > reverse the handle, and may have forgotten to replace it. In any > case, I believe F12 owes me this winch crank loop piece which is part > of the tower I purchased. Tom says it is MY problem with the winch > company. Because of a 50 cent part Tom at F12 has lost me as a > future customer. I was called a whiner when I previously presented > my encounter with Tom of F12 at Visalia. If asking for a piece > that is a part of an assembly that I paid way over $1000.00 for > then I guess I am a whiner. Regardless if I am a whiner or not I > do not believe a year of phone calls and emails should go unanswered > because F12 believes it is not their problem. They could have > directed me to the wench manufacturer right away but decided not > do so. I had to learn of the wench manufacturer from this group. > > > > -- > __________________________________________________________________________ > Alan Zack > Amateur Radio Station K6ACZ > Anaheim, Southern California, USA > Quality Engineer, The Boeing Company, Retired > Aviation Chief Warrant Officer, U.S. Coast Guard, Retired > U.S. Coast Guard, Always Ready, Always There > Every hour, Every day, Around the Clock and Around the World > SEMPER PARATUS > -------------------------------------------- Force12Talk mailing list provided as a service by Force 12 Antennas, Inc. 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