MFJ Customer Service

[KF6BL]

A letter to MFJ about a unit I sent back for warranty repair.

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In February of this year, I ordered a MFJ-4125 power supply for my Kenwood TS-50 radio. I received it shortly after and started using the PS and the radio right away. Approximately the latter part of May, the power supply failed and was returned on June 5th. Included in the PS was a check for $7.00 to cover shipping. On June 11th, the unit was received at MFJ and I never heard any information about the unit.

In the later part of June, I email customer service asking if I would be notified that the unit shipped after repair. I received a response that no, there would be no notification.

In July, I checked again about the unit. I was concerned because the expected processing time was 4 weeks per the repair order. My assumption was the repair would take about 4 weeks. I was told that the unit would be looked at as soon as possible.

On August 11th, I sent another email asking about the status. I was given an apology that the unit was overlooked and was placed on the expedite rack.

It is now August 29th and I still have not seen the unit. I am concerned that my power supply will have been in your possession longer that I have owned it. Not what I would consider a sound economical solution for me.

All I am asking is that this be put on the highest of the highest of priorities. I am not seeking anything other than my power supply so I can enjoy my hobby of amateur radio. If the unit cannot be fixed in a timely manner, maybe a new replacement would fit the bill. That I will leave up to you to decided.

If the unit is fixed and in transit that would be great. However, I feel that lack of communications about the repair and subsequent shipment back to me could have solved this issue and not generated this letter.

MFJ Enterprises makes fine equipment. I have used MFJ products over the last 27 years as a ham and will continue to do so.

Regards...

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Today is the 8th of September. I have heard nothing. The letter was sent to mfj@mfjenterprises.com which I found doing a company profile. If anyone has an email address to an officer or manager of MFJ, would you please forward it to me? Thanks

[W4INF]

Telephone. Ive found that no one (with very few exceptions) responds to e-mail.

[KB7DTI]

I agree... I have had business with their repair service and have always had nothing but excellent customer service. Call 1-800-973-6572 Good Luck and P.S. More flies are caught with honey than vinegar....

[W4GLM]

Quote

"MFJ Enterprises makes fine equipment."

UnQuote

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We could argue about that for awhile.....Mac

[W8GTF]

Here's from the "contact us" link from their webpage:

Website Questions: website@mfjenterprises.com
Manual Requests: manuals@mfjenterprises.com
Current Products are free, Discontinued Products are a $5 charge.
Catalog Requests: Click here for the catalog request form.
Customer Service: mfjcustserv@mfjenterprises.com
Technical Support: techinfo@mfjenterprises.com
NOTE: There is a two to four week response time for all technical support emails. If this is not fast enough for you, please call us on our technical support lines listed above.

[KF6BL]

Tim,

I have already exhausted some of those address without success. I am a patient person and I am sure there is a reason.

7dit, I like MFJ. I like their gear, I like what they represent. However, as a company that specializes in communications, advertises on the internet and posts email addresses but still requires one to use the phone to conduct business, well...

I know they are getting my emails because I get an ACK that the mails were delivered. I cannot say though that they are being read.

I will wait a little while longer then I'll call. My preference is in writing simply because there is a record.

Thanks guys for your comments. We'll see what happens in a couple of weeks. I'd rather be on the air than on the phone or on the net.

73's
Brian D - KF6BL

[WN3R]

Mailing a letter to Martin is in order. I'm sure he reads his mail. Another strategy is to call early or after 5pm. The boss usually answers the phone after nobody else will.

Once I called Ten Tec at lunch time and the president answered. We had a nice chat. I asked why he answered the phone, his response was a simple one - everyone else was eating lunch.

GL, Dick

[KF6BL]

Well, I called, and yes they are nice people. And like I said, I have no animosity towards MFJ. I just feel that they should be a little more responsive.

The unit is still on the shelf waiting repair. MFJ has owed up to it and is sending me a new one. Props and kudos to them.

Thanks again for all your comments.

[AB8RU]

I sent an Email in regards the watch I bought the band broke, well I got a speedy reply. well I havent yet got around to ordering on the phone just been too busy.

http://www.qrz.com/iB_html/non-cgi/emoticons/smile.gif

[W1GUH]

It's unfortunate that they have this reputation for taking service jobs so casually. #But, the way their warranty is worded, there may be a better way to get your MJF whatever fixed.

Here's a link to a switching power supply warrantee:

MFJ Switching PS warranty (http://www.mfjenterprises.com/man/pdf/MFJ-4225MV.pdf)

And I'll quote a little bit from it...

Quote[/b] ]3. MFJ Enterprises, Inc. will supply replacement parts free of charge for any MFJ product under
warranty upon request. A dated proof-of-purchase and a $5.00 personal check, cashiers check, or money
order must be provided to cover postage and handling.
4. This warranty is NOT void for owners who attempt to repair defective units. Technical consultation
is available by calling (601) 323-5869.


"This warranty is NOT void for owners who attempt to repair defective units.

(That, in and of itself is a reason to buy MFJ stuff)

In other words, the user is encouraged to fix his own equipment. #That's good news. #You can fix it yourself immediately, and the only thing you're going to wait for is for any expensive or hard to find parts to be shipped. #And I'll bet that their technical consultation is good. #I had personal experience with this once. #I had a small MJF tuner that I was using with a boat anchor Heathkit Apache, and it developed arcing between the shaft of one of the caps and the chassis. #When I opened it up, there weren't any fibre washers there, so I called their help line and the guy immediately sent me some fiber washers to take care of the problem. #This, despite the fact that the Apache on AM was probobaly more power than the tuner was designed for

[VE2ZPS]

This is the first time in my life that I hear (or read) something like this from a company who really wants (or would like) to be "client oriented". This is a real joke considering that fast turnaround time and good customer service are key success drivers.

They don't have enough staff or what ? #(or I guess they just don't care)

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NOTE: There is a two to four week response time for all technical support emails. If this is not fast enough for you, please call us on our technical support lines listed above.
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