From: pdh@netcom.com (Phil Howard )
Subject: Re: WANTED : ICOM Customer Service phone number
Date: Thu, 30 Jul 92 19:40:10 GMT
Organization: Netcom - Online Communication Services  (408 241-9760 guest) 
Distribution: usa

tlc20700@uxa.cso.uiuc.edu (Thomas L. Carney) writes:

>>5.  Make sure the number cannot ever be busy or not answered (probably
>>    the least practical solution).
>
>I took this and 1 and 2 up with ICOM's customer service head yesterday...
>Remember Phil, there's no law or reg that says a CSH number must be toll
>free or be or not be on a machine.... ICOM's gear is good stuff...

True.  And I would never propose such a law, either.  If they want to
conduct business in a way that I happen to think is bad and would put
off customers, that is their right.


>and I know some of the people in the repair department... Gary Phiber and
>others.. they are some hard working people... give 'em a break...

There's nothing wrong with the people there.  In the past when I could
easily get through (yeah, I had to try several times because the phone
was busy, or let it ring for a while when they were busy with non-phone
stuff, but at least I didn't have to pay the toll charge until I got
connected to someone) they were very very helpful and knowledgeable people.
I have no reason to believe that has changed.  I have no way to find out
now, either.


>the problem is with management cutting their funds so they put a
>machine in.. to minimize on phone time... I know it's a bear..

It really does not minimize much.  Icom saves a few bucks (they did have
to buy the machine remember) but the customer now pays more.  Your long
distance carrier is the beneficiary.

The calls either get answered or the messages are replied to.  At least
they have the advantage of calling you back when it is convenient with
them.  Unfortunately that can lead to phone tag.  If I go home during
the day from work to place the call, I cannot stay there for the rest of
the day waiting for when they call, if they even do call.

Maybe the non-response to messages not left more than N times (N is chosen
to determine the desparation factor of the customer) is their way of saving
money beyond the cost of the machine.


>but ICOM also publishes their address proudly on their ads..
>If you don't like it, take time to write... or vote with
>your pocketbooks...

Exactly.  I did leave a message.  Since that appears to have not
changed anything, maybe writing will.  Maybe.  The pocketbook is
the next step.


>At least ICOM publishes a CSH number...that's more than I can say 
>for other manufacturers...

Yaesu has an 800 number.  I've even gotten technical questions answered
over that number.  I just don't like Yaesu gear... Icom gear is still
the best around (Kenwood is second, and I have not tried some of the
other brands at all so I cannot place them).

They COULD publish numbers like:

1.  repair service direct (ring or busy)
2.  repair service message/callback
3.  literature request message/callback
4.  technical info direct (ring or busy)
5.  technical info message/callback

It would mean a little more text in their ads, but most of the ads have
the room for it.  It might be the same people answering repair service
and technical info, but at least with separate lines they can apportion
the duties as needed.
-- 
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| Phil Howard  ---  KA9WGN  ---  pdh@netcom.com   |   "The problem with |
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