From: pdh@netcom.com (Phil Howard )
Subject: Re: WANTED : ICOM Customer Service phone number
Date: Wed, 29 Jul 92 20:30:04 GMT
Organization: Netcom - Online Communication Services  (408 241-9760 guest) 
Distribution: usa

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

>pdh@netcom.com (Phil Howard ) writes:
>
>>rossi@gvlf9-q.gvl.unisys.com (Pete Rossi) writes:
>
>>>I recently bought an ICOM IC-24AT dual band HT.   Now that I have used it
>>>for a few weeks, I have a some questions about a few minor quirks that I
>>>have noticed.  Is there a Customer Service number at ICOM that I can call
>>>to get my questions answered?
>
>>ICOM no longer has a customer service number.  They do have a toll number
>>you have to pay for listening to their stupid answering menu system and
>>have to pay for while it rings into the repair center, or have to pay for
>>just to find out the line is busy and leave a message (of which 2 of mine
>>they never called back on).
>
>
>Baolney, Phil!!!!!  If you listen, the voice would say, for technical
>questions, press 4.   ICOM's Customer Service Hotline: (206)454-7619.
>
>IT DOES WORK!!!!!  I JUST USED IT LAST WEEK!!!!!
>
>Tom  WB9RXJ

OK.  I will clarify.  ICOM has decided to replace a direct dial phone number
in which you get a busy signal and pay no toll when it is busy, or get just
ringing when the staff is occupied and pay no toll when so, with...

...a voice menu answering system which:

1.  If the line is busy, you just paid a long distance toll to find
    out about it EACH AND EVERY TIME.

2.  If the staff cannot answer, you are paying a long distance toll
    to sit there and listing to the ringback sound for aas long as
    your patience lasts.

3.  If there is a busy, the voice menu system does give you the option
    of leaving a message.  I've left 2 messages and never gotten a call
    back.

I label this setup as "Customer DIS-service" so that is why I say there
is no customer service number: there is no number from which I have yet
received any service since they installed the damned machine.

BTW, one of the 2 messages left was left with the secretary who answered
the main office number.  She was unable, or unwilling, or not permitted,
to connect me to the phone line to which the machine connects (e.g. bypassing
the machine).  Not that I would want that, since the toll charges were
already being accumulated with a call to the main number.

Solutions:

1.  Eliminate the voice menu machine.

2.  Take repair/tech service off the machine (if it is used for other stuff).

3.  Publish the direct bypass number (in ads and on machine) to which a busy
    or no answer condition does not result in toll charges.

4.  Put this on an 800 number.

5.  Make sure the number cannot ever be busy or not answered (probably
    the least practical solution).

ICOM has my name and number (or at least they had the opportunity to keep it)
and can call me back when they feel like dealing with my questions, or want
to inform me that they have taken corrective actions.  If ICOM believes they
have made a correction, I am willing to try again.  But I must have some sort
of indication that indeed something has really been done, as opposed to simply
trying to get me to try again.

Several years ago Kenwood pulled this same crap.  I tried many times to reach
the repair department.  They even had the same machine on the main number so
it was not possible to reach even a real person anywhere there.  That is why
I sold off my Kenwood gear and went with Icom.  If some other company proves
to have better service and a good product line, I'll switch again.  Until
then I am forced to operate as if no real customer service exists.
-- 
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| Phil Howard  ---  KA9WGN  ---  pdh@netcom.com   |   "The problem with |
| depending on government is that you cannot depend on it" - Tony Brown |
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