When I worked in the farm implement business, selling new tractors, implements
and parts, phone calls were in overhead. I spent many hours on the phone
looking up parts for customers. They were never charged! Just part of doing
business. Time was spent trying to help them figure out their problem when
they broke down in the field. All just part of customer service. Still no
charge. Only time there was ever a charge for a phone call was when we made a
special phone call to the warehouse in Memphis that was long distance and they
wanted the part the next day. There was no such thing as a fax or cell phone
back then. Who pays the tech twiddling their thumbs between jobs? I know good
and well they don't sit there and work for a solid 8 hours less their 2 breaks
and lunch time. I guess we will be charged for phone time with the salesman
when we are buying a new radio?
73,
Dalton - W4WUQ
w4wuq@arrl.net
Sent from my iPad
> On Mar 10, 2016, at 3:05 PM, Mike Bryce <prosolar@sssnet.com> wrote:
>
> I remember reading that info from John Henry.
>
> I guess my point is will I have to pay for phone support for a NEW piece of
> gear?
>
> I can certainly understand calling about a issue with an Argosy II,and being
> billed, however after handing over several thousand dollars, and then be
> billed in 15 minute increments, for an issue with a NEW transceiver is a bit
> much to Swallow.
>
> I guess I see things differently. To me, it's like buying a new car then
> having to pay the service department to help you figure out why the cruise
> control won't work.
>
> Mike wb8vge
>
> Sent from my iPhone
>
>> On Mar 10, 2016, at 3:16 PM, Thomas Kuehl via TenTec <tentec@contesting.com>
>> wrote:
>>
>> This is part of what John Henry posted on January 4th regarding a portion of
>> the new Ten Tec policies:
>> "A second problem in the service department is with the time technicians
>> spend on the telephone that quite often ends up having nothing to do with
>> the Ten Tec product but is some other station deficiency. The problem here
>> is Ten Tec is not compensated for that time, yet Ten Tec pays wages to the
>> technician. When the service department resumes operation, Ten Tec will
>> charge the customer for any telephone call or email that consumes more than
>> five minutes of technician time. That time will be billed in quarter hour
>> increments at the prevailing service rate."
>>
>>
>> _______________________
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