ICOM Tech Support

[N2ACX]

I remember when I bought my IC720A and after a few years had a problem with the front panel logic. Icom tech support bent over backwards on the phone to help me out and even went so far as to copy the service manual and mail it to me. It found out I had the first of 20 of the radios and this one they had a 'proto' front panel logic board that didnt match the schematics. Consequently I bought another radio and removed all the modules,the rest are ok, and still have them.
I had a couple more recent problems,I e-mailed the on-line help and they responded "we are unable to help you with this problem, but you can send it in to our factory......etc etc and gave the addy and phone number of the shipping dept.
I had another Icom product with a problem, and got the same response, seeing a pattern,I e-mailed them with a COMMON failure, they could have given a possible solution and is commonly known........BUT again the same response......." we cannot help you with this problem...blah blah blah. Seems they are not interested in their customers any longer, unless they are buying or paying for support or repair.
Iam looking to get another rig now but am certainly not concidering Icom as a choice now. Has anyone else had this problem with ICOM, or is it the way it is for most of the manufacturer's today?
I have a TenTec transciever,I called them up with a question, they responded immediatley with a possible solution, and it worked. I think my choice will be with them.
Any other experiences like this one?
73 Gary N2ACX http://www.qrz.com/iB_html/non-cgi/emoticons/confused.gif

[n0ov]

Based on the increase in quality control issues it appears the only thing ICOM wants to do now is to help themselves to your money.

If they really stood behind their product they would pay to fix the unit along with shipping. When trends suggest high frequency of breakage just after the warranty period they should do what is right, absorb the cost to make their customers happy and look internally to fix the root cause(s) causing the issues.

Have not had an issue like this with ICOM -- did have quality issues with by Yaesu 7100 which is causing me to delay purchases.

Frankly the only really good customer experience after the sale that I have had is with Harley Davidson -- now theres a company who understands how important their customers are and stands behind their workmanship!

[W0LPQ]

Go to QTH.net and sign up for the Icom reflector. Then post your queries. There are many guys who can and will help with problems. There are at least 3 who used to work for Icom and several who are currently servicing Icom radios.

Use the resources at hand. I have never had a problem with any email to Icom. However, it is nice to post to the Icom reflector and get a variety of answers.

73

Bill, W0LPQ

[N2ACX]

http://www.qrz.com/iB_html/non-cgi/emoticons/smile.gif W0LPQ, thanks for the info on the ICOM reflector. I have signed up. QTH.net appears to be a very nice source of information and I'm sure I will check in on a regular schedual for various questions or comments that pop up.
73 Gary N2ACX

[AG3Y]

I think that this thread just dovetails into the thread I started about Sears service. I believe that customer service as a rule is "dying on the vine".

However, I have heard that TenTec cannot be beaten for great customer service. Although I have never owned one, I have wished to do so forever! One reason was because of the outstanding service that I have always heard of.

I'm quite sure that my next rig ( after my Icom 720A dies ) will be a TenTec. Of course, if the 720 continues to perform like it has, it could be another 15 years, yet !

73 from Jim AG3Y

[kg4kww]

I have to agree ICOM'S Tech Dept has gone down hill a lot over the past several years. All my gear is ICOM, that's to say I have 2 T7H Handi Talkies, A 2800 in my car a 207H in my wifes car and a 910H in the house. I recently sent ICOM a email asking them, if they make a DTMF Mike for the 910H or know of someone who does. I never received a response to my email. I consider this rude and unprofessional. I too will think twice before buying another ICOM product.

[W0LPQ]

KWW: Rather than continually bitch and complain, try this:

Go to QTH.net and sign up for the Icom reflector. Then post your queries. There are many guys who can and will help with problems. There are at least 3 who used to work for Icom and several who are currently servicing Icom radios and have answers.

Use the resources at hand. However, it is nice to post to the Icom reflector and get a variety of answers.

It is easy to complain. Why not use the energy that you use to do that, and do something that will get an answer. By the way, the 910H is a great radio. Traded mine since I found I never used 432 CW/SSB. Never used FM either. I am not defending their online Tech Support. However, I have received answers via that means.

73

Bill, W0LPQ