I want to pass along my recent experience with both HRO and Yaesu USA. I recently purchased a new FTDX-9000mp through HRO, direct from Yaesu. I owned one once before, and decided I would like to own another. However, the transceiver arrived with a defect. The Sub-VFO knob, when rotated wobbled and appeared to be machined slightly out of round. That definitely was not an issue with the other FTDX-9000mp I owned. I asked Yaesu to simply exchange the knob. The parts department had one in stock. An easy solution, or so I thought.
I contacted Yaesu USA for assistance. The service manager asked for proof of the defect, and proof of purchase, even though I had just received the unit from them a few days beforehand. I sent him a video and proof of purchase. The Yaesu service manager at first, refused to acknowledge the defect even existed, said he could not see it in the video I sent to him. I sent a second video. Then, he compared the video to a 9K they had on display, and said "it has the same issue, so that proves it's normal." He sent me a video of the other radio. I don't know why, that one did not show the same issue.
I knew it was not normal. I went back and forth with him about this issue for 2 weeks. He refused to attempt to resolve the issue. I knew at that point, it would be necessary to return the transceiver. I have dealt with this same individual before on another new Yaesu product that had a defect. In that case, I was forced to accept a "refurbished" radio, in exchange for the new one I purchased, because they could not fix an issue, even though they could duplicate the problem on the bench.
I had enough of dealing with Yaesu and the SM's poor attitude. I contacted HRO for assistance. The manager at HRO asked for the videos I took. He agreed there definitely was an issue with the transceiver. I sent along the exchange I had with the Yaesu SM. The manager at HRO was appalled of how Yaesu had handled the issue. I had enough of Yaesu USA, and asked to return the radio.
A few days later, a higher level manager at Yaesu contacted me. He offered to exchange the knob, too little too late. I had enough of the BS, some things are just not worth it. Yaesu IMO has zero interest in after sales customer service.
On the other hand, HRO handled the situation in the best manner possible, and ensured the return went smooth. Even though it took Yaesu another week or so to retrieve the radio, HRO stayed on top of things until I received my 100% refund. HRO continues to earn my business. Yaesu on the other hand, after 25 years of buying their products and spending tens of thousands of dollars on their products. Their customer service manager Tim Factor, successfully destroyed any chance I will ever buy another piece of gear from Yaesu. I was prepared to try out the new FTDX-101mp, but that is one sale that is not going to happen.
Buyer beware, Jim AB4D