The issues that Brian put into his comments about customer service deserve answers. Normally, I would do this privately via email.
He says that "Jim refused to ship until the entirety of the payment was through the credit card system." That is mostly true. It is better for us to be paid before we ship or mail products. We have been stung a few times because we did ship before the payment cleared. One N4 got $600 worth of merchandise and never made good on the payment.
Here is what happened with Brian's orders. He has ordered twice from www.hamcq.com
The first order was on Saturday September 21 at 0919 PDT. We received payment the next day on Sunday September 22nd. His box was mailed on the next day; Monday morning. We can't mail boxes on Sunday. He paid for Parcel Post. I upgraded to Priority Mail for 2 day delivery. As a result, the box arrived at his home on Wednesday September 25th at 1413.
To summarize that order history, he ordered on Saturday, we were paid on Sunday, we mailed Priority Mail for faster delivery on Monday and he received the box on Wednesday. That is just 2 business days.
The second order to www.hamcq.com
was on Thursday, September 26 at 0439 PDT. We were paid on Friday September 27th. I mailed the box on Monday, September 30. Again, he paid for slower Parcel Post and I again upgraded to Priority Mail so he would get the box in 2 days instead of 4 or 5. Many orders were mailed on Saturday September 28th. His was not because I had to assembled one of the products. I did that on Sunday and mailed it first thing on Monday. He received the box in 2 days on October 2nd at 1348. That is a total of 5 business days from ordered to delivered.
Looking at both of his orders I don't think that I could have done them any faster. He says that I waited 5 days before I shipped. That is not true. He got one box in 2 days. So, I don't agree with his issue #1. But I do understand. I do know that when I order something it often seems like a long time before the box arrives. So, I do know how he feels. But, Brian paid for Parcel Post that would take 4 or 5 days to Oklahoma. I sent them via 2 day USPS.
Brian's second issue was about contacting me. It is very true that it is much faster to email from the contact us form on the website. Brian sent 5 emails in 2 days; September 19 to September 21. I did answer all of his emails and he said "thanks for being patient with me." Looking into my Sent Mail, there were approximately 9 emails from me to Brian between September 19 and September 30. I don't see that I missed responding to any question. Most of the emails were updates on his 2 orders. Brian's emails were concise and easily understood. I agree that my answers could have been longer and contained more detail. Sometimes I quickly respond to the email in between packing orders.
I appreciate Brian taking the time to voice some issues. I think I did a reasonably good job of responding to his questions via email and quickly shipping his orders.
To be fair, there are times when I miss an email. There are also many times when the email address provided by the customer has an error and it bounces. There are times when the incoming email is a rant and over the top. I am far from perfect and make many mistakes. I just try to do my best at 64 years old.
Also to be fair, there are times when an order takes 4 days to ship. That can happen if there is a mistake in filling the order. Or, if there is an item that is out of stock. At 4 days old, the order is flagged for a resolution.
Also, if the customer tells us that they need something in a hurry, I try to accommodate that request.
He had questioned me about phone calls. There is an explanation that have I have not publicly discussed and it also answers the question about why I stopped manufacturing screwdriver antennas. Two very important people in the production of the antennas died within a few months of each other. About that time, there was a terrible accident here. Life flight, surgeries, several days in intensive care and many months of physical therapy occurred. All of that took the fun out of manufacturing antennas.
As a result, I changed our business from manufacturing to more of a retail internet business. I hired 2 graphic designers and an IT guy to create a new website that was more up to date. A completely new shopping cart took about a year to get online. We now have almost 700 products on both websites. This is our 20th year. We did change our name a few years ago to High Sierra Communications Products because of what we sell.
We are still doing full page full colors ads on page 26 in QST every month. The folks at the ARRL have been very helpful and understanding during the time of the accident. For that, I am very grateful.
This has been a much longer answer than I thought it would be. Brian is a good customer and a nice guy. I appreciate his comments and I will try to do better.
I am now in my 50th year of ham radio. I still enjoy DXing and experimenting from my mountain top in northern California.
Thanks for reading this. If you have any issues, please send them to me via the website where I can privately discuss them.
73, Jim Heath W6LG