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Judging by many replies on this reflector, it seems that customer service at F12 is hit or miss. I'm still waiting for a long time now the delivery of my first F12 antenna. To my knowledge, it is also the first one in my country. ALL my e-mails and faxes to F12 went unanswered. The distributor did not fare much better, and finally blamed F12 for mis-communication and delays. I have to admit that I'm waiting the delivery with some trepidation. Will it come at all? Will it be in perfect condition? Would I benefit from some manufacturer support if something goes wrong? Suspense... which could be eliminated by proper communication. My point is this: if a customer even THINKS about the matters above, there's a sign that the customer care is lacking. Now, I can understand that Tom and his F12 cold be not much interested in overseas markets, despite the bigger potential there as compared with domestic market. They should say so, though, and not be bothered by overseas customers anymore. 73 de Mike, YO3CTK -----Original Message----- From: Francisco Carosio [mailto:hk3bzo@arrl.net] Sent: Wednesday, July 02, 2003 6:35 AM To: Alan C. Zack; force12talk@qth.com I do have a business as every body else in this list might have. There is two rules to run it: First Rule The customer is always right Second Rule If the customer is not right, see rule number one Hope this help 73 de HK3BZO -----Original Message----- From: Alan C. Zack [mailto:k6acz@earthlink.net] Sent: Tuesday, July 01, 2003 03:45 PM To: force12talk@qth.com Subject: Re: [Force 12 Talk] F12 Response Tom, I stand by my statements. At Visalia this year, when I asked you about how to attach a drill to my wench drive you told me I need the loop piece. I asked you where do I get one and you told me it comes with the wench. I told you I didn't have it and you told me I have just too many problems and told me to write it on your wish list, which I did. I never heard anything further from you. After I wrote down the loop piece on your wish list I asked you when you may get back to me. You ignored me, rolled your eyes at me, turned away from me, and started talking to someone else. Since YOU brought up the subject I will comment on the initial delivery at Visalia in 2002. I did call you about a month before Visalia 2002 and asked if it was possible for you to bring the mini-tower with you on your truck that you use to carry antennas that you set up for demos in the parking lot. You agreed and it was a good plan for both of us. I paid in advance and you made a sale and I avoided shipping costs. You were bringing a truck full of antenna stuff with you anyway so my 12 ft long mini tower did not take up much room. And as you stated, you did help me load it inside my RV. And it was all wrapped in plastic so I could not see if it was complete or not. Once I got it home I discovered the roof mounting brackets and the instruction sheet were missing. I was unaware of the missing loop piece for the electric drill at that time. I sent emails and made several phone calls before I reached you. When I did reach you, you commented you did not include the roof mount brackets because since I was carrying the mini-tower home in my RV you assumed I intended to use it with the RV and did not need the roof brackets. At NO time did I ever indicate I was to use the mini-tower with my RV and would not need the roof brackets. You took it upon yourself to not include the roof brackets without mentioning it to me. By that logic if I told you I was going to buy a tri-bander from you but only intended to use it on 20 meters would you ship it without the 10 and 15 meter elements? Plus, the roof mount brackets were part of the cost of the mini-tower. You did not tell me you were not including them nor did you offer a price discount for not including them. That is dishonest. But I gave you the benefit of the doubt and just let it go as a miscommunication. This is the first time I have mentioned the missing roof mount brackets outside our private conversations. So at Visalia this year, when I asked you about the loop piece to use with an electric drill you first made the comment that wasn't I the guy who was missing the roof mount brackets and I told you I was. You then said I sure have a lot of problems with missing parts as if it was MY fault. You admitted to me earlier that you did not include the roof mount brackets because you assumed I did not need them even if they were included in my purchase price. Then you hold this shortage against me when I ask about a 50 cent piece that was also missing from my shipment. What then, do you claim is the outcome of our discussion at Visalia 2003? Do I have my 50 cent part that you shorted me? No, I don't. Did you ever make any follow up to me on how I may obtain this part? No, you didn't. Did you do ANYTHING to try to bring this matter to suitable conclusion or to help me obtain it in any way? No, you didn't. So what then is the purpose of your rebuke to my comments? You stated I sure have a lot of problems with missing parts as if it was MY fault. Did you discuss it with me further? NO! Do I have my missing part? NO! What is your excuse? Did you treat me fairly and with proper consideration? NO! I bet you have many of these little loop pieces sitting around since the vendor states they are shipped loose in the box with the wench. You could have just sent me one and we would not be at this point we are now at. Or you could have told me where to obtain one. But you instead decided to ignore me. You did refuse to discus it further, and you refused to offer me any kind of solution. What else can you call it if not ignoring me? force12e wrote: > > Good morning to the reflector. > > Normally, I allow the reflector to move along and read. In this case, > however, I will make a rare exception. One of our LPT customers, Alan Zack, > has made at least one comment that is absolutely false. He said in his > reflector comment, "Tom stated that it was not his problem and refused > to discuss it with me further..." > > Anyone who has dealt with me knows I do not speak like that. That is > not the > way we operate. I don't even speak in such a manner to those who copy > our designs, infringe on our patents, or otherwise make derogatory > comments about the company! > > I have had several conversations with this gentleman and, if my memory > serves me correctly, I even personally delivered his LPT to him at > Visalia and helped him load it into his RV. It was wrapped in clear > wrap and all the > parts were there, as they were placed in the RV. I also instructed him about > its operation before loading it. It is good that he used his > initiative and > got the parts he wanted. > > As to Mr. Zack's perception of events, they are interpreted in a particular > manner as most all of us will do. As to his accuracy in relating my > comments - they are incorrect. > > I speak with a lot of people on the phone every day, mostly about > setting up > their systems. There are many with whom I am not able to connect when > they call. For those who have called and are on my list of calls to > return, my apology for the delay. As the old saying goes, I am not > sitting around waiting for the 'phone to ring! I have also been at > conventions almost every > other weekend as an exhibitor and speaker. It has been terrific to > meet new > faces and renew acquaintances. > > Putting this all together, your support has made this our most > productive season ever and also our busiest. The production crew is > coming in at 6AM and we just hired 2 more people. > > Thanks for your support and please continue to review the products and also > offer your ideas for new ones. Our new tag line is, "We brought you > out of the dark ages of traps" and all our new technologies to > accomplish this statement came to pass because of your requests for > better performing multi-band antennas. > > Continuing to follow your requests, there are some new products > getting staged and we will keep everyone advised. > > 73, Tom N6BT > President, Force 12, Inc. > > -------------------------------------------- > Force12Talk mailing list provided as a service by Force 12 Antennas, Inc. > Force12 Web Site: http://www.force12inc.com > > To Submit Message to the List: Force12Talk@qth.com To unsubscribe and > view the Message Archive: see http://qth.com/force12/list > For problems with the list: contact n4zr@qth.com -- __________________________________________________________________________ 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. Force12 Web Site: http://www.force12inc.com To Submit Message to the List: Force12Talk@qth.com To unsubscribe and view the Message Archive: see http://qth.com/force12/list For problems with the list: contact n4zr@qth.com -------------------------------------------- Force12Talk mailing list provided as a service by Force 12 Antennas, Inc. Force12 Web Site: http://www.force12inc.com To Submit Message to the List: Force12Talk@qth.com To unsubscribe and view the Message Archive: see http://qth.com/force12/list For problems with the list: contact n4zr@qth.com -------------------------------------------- Force12Talk mailing list provided as a service by Force 12 Antennas, Inc. Force12 Web Site: http://www.force12inc.com To Submit Message to the List: Force12Talk@qth.com To unsubscribe and view the Message Archive: see http://qth.com/force12/list For problems with the list: contact n4zr@qth.com |
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