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Author Topic: Horrendous customer service from Vibroplex & MAT Tuner  (Read 1448 times)

KD2EW

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Horrendous customer service from Vibroplex & MAT Tuner
« on: April 04, 2021, 09:06:11 AM »

On November 11, 2020, I received an MAT-705 tuner which I ordered on October 21, 2020 directly from Vibroplex (the importer; MAT Tuner is located in China).  For several weeks thereafter, I engaged in what ultimately became an extended, utterly futile effort to obtain customer service from Vibroplex.

This tuner has serious design defects that have been reported in the amateur radio trade press, mostly related to the use of an internal replaceable 9V battery.  See, e.g., Thomas Witherspoon, "MAT-TUNER MAT-705 Woes", QRPer, October 14, 2020 (https://qrper.com/2020/10/mat-tuner-mat-705-woes/).  MAT Tuner was obviously well aware of these defects.  A few weeks after I received my 705 tuner, it replaced that model with the 705+ version which remedied these defects.

Knowing that I would exhaust the battery and need to replace it shortly after I started using the tuner for field activity with these defects then frustrating further use of the tuner, I attempted to contact Vibroplex to inquire about exchanging my tuner for the plus version even if I had to incur an added charge to do so.  Proactively replacing the tuner would save me time and aggravation by avoiding an inevitable warranty claim. Vibroplex provides a 1-year warranty on the product.  This is what then occurred:

1) On 1/2/21, I sent Vibroplex an e-mail setting forth my concerns and requesting an exchange (sent to vibroplex@vibroplex.com as provided on the "Contact Us" web page on the Vibroplex website). I received no response.
2) On 1/7/21, I telephoned Vibroplex (T: 1-865-309-5073, the number noted on the "Contact Us" web page).  "Scott" answered.  Shortly after I began stating my problem, he hung up.  I tried calling him back several times later that day -- to no avail.  Each time I received a recorded message providing Vibroplex's hours of operation.
3) On 1/8/21, I sent an e-mail, essentially the same as I sent to Vibroplex, to MAT Tuner and specifically to two contact addresses provided on the MAT Tuner website: mail@mat-tuner.com and bg3mzu@gmail.com).  I attached the e-mail I sent to Vibroplex and my sales receipt. No response.
4) On 1/16/21, I re-sent to MAT Tuner my prior 1/8 e-mail to them.  No response.
5) On 1/21/21, I telephoned Vibroplex.  Scott answered the phone. This time, I explained the defects and my concerns, requested exchange of my 705 tuner for the 705+ version, and stated I would be willing to pay a reasonable charge to cover Vibroplex's time and expense for the exchange. He was not aware of any such defects -- in spite of them having been reported in the press and MAT Tuner having replaced the 705 tuner with the 705+ version which Vibroplex was then advertising on its website.  He inquired how much I would be willing to pay.  I told him.  He did not object and stated he would "contact the manufacturer (MAT Tuner) as Vibroplex was merely the importer", and inquire with them.  At his request, I gave him my name and e mail address.  He concluded the call stating he would respond back to me with "what the manufacturer will do".  No response.
6) On 2/12/21, I once again telephoned Vibroplex.  I asked the person who answered that I wanted to talk with someone concerning my MAT-705 tuner.  The person responded with "Sure, what question do you have?".  Recognizing the person might be Scott, I asked the person for his name.  He hung up.  As with my 1/21 call to Vibroplex, I tried calling Vibroplex back several times later that day -- to no avail.  Each time I received a recorded message providing Vibroplex's hours of operation.

To this day, I have yet to receive any definitive response from Vibroplex or MAT Tuner.

Based on my experience and in my opinion, do NOT purchase any MAT Tuner equipment from Vibroplex.  Should you have any problem or concern with the equipment, you are ON YOUR OWN.  There is no customer service.  The warranty is meaningless.

In formulating a "star" rating for the tuner, I found the 705 tuner works rather well.  However, Vibroplex's and MAT Tuner's totally irresponsible attitude and actions, amounting to intentional evasion of its customers and utter avoidance of its responsibilities as a vendor, greatly outweighed any consideration of the tuner's performance. Hence, I accorded the lowest possible rating to the tuner.

Should any further developments arise in the future, I will supplement this review accordingly.
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K6AER

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Re: Horrendous customer service from Vibroplex & MAT Tuner
« Reply #1 on: April 04, 2021, 10:01:15 AM »

Why is this not in the Product Review section? There you could give them a rating.
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K7AAT

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Re: Horrendous customer service from Vibroplex & MAT Tuner
« Reply #2 on: April 04, 2021, 10:44:51 AM »

K6AER - you make a reasonable point,  but I read the original post as mostly a complaint about the company, not the product ....
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K1VSK

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Re: Horrendous customer service from Vibroplex & MAT Tuner
« Reply #3 on: April 04, 2021, 10:51:58 AM »

Not familiar with Chinese tuners (or why anyone would want one) but Vibroplex is a well-established business with decades of laudable reputation. My limited interaction with them has always been satisfactory. It’s too bad we never get to hear the other side of the story
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KD6VXI

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Re: Horrendous customer service from Vibroplex & MAT Tuner
« Reply #4 on: April 04, 2021, 03:16:32 PM »

How is Vibroplex to blame when they don't want to let you exchange it to upgrade?  I'm failing to see where they failed to deliver here....?


--Shane
KD6VXI
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K7AAT

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Re: Horrendous customer service from Vibroplex & MAT Tuner
« Reply #5 on: April 04, 2021, 04:41:04 PM »

If original poster's info is accurate,  Vibroplex is to blame simply for rudeness,  if no other reason ... hanging up on a customer and failing to answer his subsequent phone calls is pretty bad business practice... particularly if its the business owner (Scott) doing it.    However,  as K1VSK said,  I'd sure like to hear the other side of the story ....

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W3WN

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Re: Horrendous customer service from Vibroplex & MAT Tuner
« Reply #6 on: April 05, 2021, 04:31:01 PM »

Scott W4PA?  Rude to a customer without provocation?  Allegedly hanging up on a caller merely for being asked his name?

I’ve known Scott a long time.  That doesn’t sound like him.  Not at all.

There’s more to this story, and so far, we’ve only heard/read one side of it.  And I suspect that we’re reading a carefully edited one at that.

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Quando Omni Flunkus Moritati.
Ban The DH!
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N8YX

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Re: Horrendous customer service from Vibroplex & MAT Tuner
« Reply #7 on: April 06, 2021, 10:15:45 AM »

There’s more to this story, and so far, we’ve only heard/read one side of it.  And I suspect that we’re reading a carefully edited one at that.
Where there's smoke, there's usually firetruckery...
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K4PDM

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Re: Horrendous customer service from Vibroplex & MAT Tuner
« Reply #8 on: April 08, 2021, 03:52:43 AM »

The OP was asking for something that would probably be difficult or impossible for Vibroplex to do without simply sending him a free tuner.

I'm normally a nice, reasonable person but when frustrated with an impossible situation, I have been known to do the equivalent of "hanging up the phone" and avoiding the subject.

If it's all true, not good customer service, but the answer should have been "sorry, no can do" from the start.

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W9IQ

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Re: Horrendous customer service from Vibroplex & MAT Tuner
« Reply #9 on: April 08, 2021, 04:08:37 AM »

If I understand the "defect" correctly, you have to remember to turn the tuner off or the battery will go dead after a few days.

Apparently, I own a lot of "defective" equipment!

- Glenn W9IQ
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- Glenn W9IQ

God runs electromagnetics on Monday, Wednesday and Friday by the wave theory and the devil runs it on Tuesday, Thursday and Saturday by the Quantum theory.

W9FIB

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Re: Horrendous customer service from Vibroplex & MAT Tuner
« Reply #10 on: April 08, 2021, 04:13:24 AM »

If I understand the "defect" correctly, you have to remember to turn the tuner off or the battery will go dead after a few days.

Apparently, I own a lot of "defective" equipment!

- Glenn W9IQ

I think we all do Glen...Hi hi
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73, Stan
Travelling the world one signal at a time.

K3EY

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Re: Horrendous customer service from Vibroplex & MAT Tuner
« Reply #11 on: April 08, 2021, 02:19:51 PM »

On November 11, 2020, I received an MAT-705 tuner which I ordered on October 21, 2020 directly from Vibroplex (the importer; MAT Tuner is located in China).  For several weeks thereafter, I engaged in what ultimately became an extended, utterly futile effort to obtain customer service from Vibroplex.

This tuner has serious design defects that have been reported in the amateur radio trade press, mostly related to the use of an internal replaceable 9V battery.  See, e.g., Thomas Witherspoon, "MAT-TUNER MAT-705 Woes", QRPer, October 14, 2020 (https://qrper.com/2020/10/mat-tuner-mat-705-woes/).  MAT Tuner was obviously well aware of these defects.  A few weeks after I received my 705 tuner, it replaced that model with the 705+ version which remedied these defects.

Knowing that I would exhaust the battery and need to replace it shortly after I started using the tuner for field activity with these defects then frustrating further use of the tuner, I attempted to contact Vibroplex to inquire about exchanging my tuner for the plus version even if I had to incur an added charge to do so.  Proactively replacing the tuner would save me time and aggravation by avoiding an inevitable warranty claim. Vibroplex provides a 1-year warranty on the product.  This is what then occurred:

1) On 1/2/21, I sent Vibroplex an e-mail setting forth my concerns and requesting an exchange (sent to vibroplex@vibroplex.com as provided on the "Contact Us" web page on the Vibroplex website). I received no response.
2) On 1/7/21, I telephoned Vibroplex (T: 1-865-309-5073, the number noted on the "Contact Us" web page).  "Scott" answered.  Shortly after I began stating my problem, he hung up.  I tried calling him back several times later that day -- to no avail.  Each time I received a recorded message providing Vibroplex's hours of operation.
3) On 1/8/21, I sent an e-mail, essentially the same as I sent to Vibroplex, to MAT Tuner and specifically to two contact addresses provided on the MAT Tuner website: mail@mat-tuner.com and bg3mzu@gmail.com).  I attached the e-mail I sent to Vibroplex and my sales receipt. No response.
4) On 1/16/21, I re-sent to MAT Tuner my prior 1/8 e-mail to them.  No response.
5) On 1/21/21, I telephoned Vibroplex.  Scott answered the phone. This time, I explained the defects and my concerns, requested exchange of my 705 tuner for the 705+ version, and stated I would be willing to pay a reasonable charge to cover Vibroplex's time and expense for the exchange. He was not aware of any such defects -- in spite of them having been reported in the press and MAT Tuner having replaced the 705 tuner with the 705+ version which Vibroplex was then advertising on its website.  He inquired how much I would be willing to pay.  I told him.  He did not object and stated he would "contact the manufacturer (MAT Tuner) as Vibroplex was merely the importer", and inquire with them.  At his request, I gave him my name and e mail address.  He concluded the call stating he would respond back to me with "what the manufacturer will do".  No response.
6) On 2/12/21, I once again telephoned Vibroplex.  I asked the person who answered that I wanted to talk with someone concerning my MAT-705 tuner.  The person responded with "Sure, what question do you have?".  Recognizing the person might be Scott, I asked the person for his name.  He hung up.  As with my 1/21 call to Vibroplex, I tried calling Vibroplex back several times later that day -- to no avail.  Each time I received a recorded message providing Vibroplex's hours of operation.

To this day, I have yet to receive any definitive response from Vibroplex or MAT Tuner.

Based on my experience and in my opinion, do NOT purchase any MAT Tuner equipment from Vibroplex.  Should you have any problem or concern with the equipment, you are ON YOUR OWN.  There is no customer service.  The warranty is meaningless.

In formulating a "star" rating for the tuner, I found the 705 tuner works rather well.  However, Vibroplex's and MAT Tuner's totally irresponsible attitude and actions, amounting to intentional evasion of its customers and utter avoidance of its responsibilities as a vendor, greatly outweighed any consideration of the tuner's performance. Hence, I accorded the lowest possible rating to the tuner.

Should any further developments arise in the future, I will supplement this review accordingly.

Getting on here and saying anything but glowing accolades is obviously taboo. I too had trouble recently with Vibroplex when a call to them resulted in being completely ignored. This after spending close to $300 for a deluxe Bug that is manufactured very poorly. Being a machinist for over forty years I can assure you it's junk. I have pictures to prove it too. Bought it from HRO and was told the owner of Vibroplex is--difficult-- is how they put it. This was from the OWNER of HRO. I had to make a jury rig shim to get it to function properly, pictures of this too. When I receive my I1QOD Bug I will give this one away to anyone who wants it and can actually do CW. I posted a review on this but eHam refused to post it.

That's my story and it's true provable with pictures---

K3EY

Curt Krelic
« Last Edit: April 08, 2021, 02:27:16 PM by K3EY »
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WB2WIK

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Re: Horrendous customer service from Vibroplex & MAT Tuner
« Reply #12 on: April 08, 2021, 05:36:25 PM »



Getting on here and saying anything but glowing accolades is obviously taboo. I too had trouble recently with Vibroplex when a call to them resulted in being completely ignored. This after spending close to $300 for a deluxe Bug that is manufactured very poorly. Being a machinist for over forty years I can assure you it's junk. I have pictures to prove it too. Bought it from HRO and was told the owner of Vibroplex is--difficult-- is how they put it. This was from the OWNER of HRO. I had to make a jury rig shim to get it to function properly, pictures of this too. When I receive my I1QOD Bug I will give this one away to anyone who wants it and can actually do CW. I posted a review on this but eHam refused to post it.

That's my story and it's true provable with pictures---

K3EY

Curt Krelic


I'd love to see the pictures!

My only Vibroplex is a Blue Racer that I bought in about 1966 or '67, it was a long time ago, and I have had no reason to buy any kind of new "bug," but if they've gone that far downhill I'd be interested to know more about it.
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K3EY

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Re: Horrendous customer service from Vibroplex & MAT Tuner
« Reply #13 on: April 09, 2021, 10:24:32 AM »



Getting on here and saying anything but glowing accolades is obviously taboo. I too had trouble recently with Vibroplex when a call to them resulted in being completely ignored. This after spending close to $300 for a deluxe Bug that is manufactured very poorly. Being a machinist for over forty years I can assure you it's junk. I have pictures to prove it too. Bought it from HRO and was told the owner of Vibroplex is--difficult-- is how they put it. This was from the OWNER of HRO. I had to make a jury rig shim to get it to function properly, pictures of this too. When I receive my I1QOD Bug I will give this one away to anyone who wants it and can actually do CW. I posted a review on this but eHam refused to post it.

That's my story and it's true provable with pictures---

K3EY

Curt Krelic


I'd love to see the pictures!

My only Vibroplex is a Blue Racer that I bought in about 1966 or '67, it was a long time ago, and I have had no reason to buy any kind of new "bug," but if they've gone that far downhill I'd be interested to know more about it.

IT'S ALL ABOUT TOOLING STEVE AND WHEN I GET A MINUTE I WILL SEND THEM!

STUFF HAPPENS & STUFF CAN BE FIXED, BUT BAD ATTITUDES ARE ABOUT IMPOSSIBLE TO FIX.
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KUS335983

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Re: Horrendous customer service from Vibroplex & MAT Tuner
« Reply #14 on: November 07, 2021, 12:49:08 PM »

On November 11, 2020, I received an MAT-705 tuner which I ordered on October 21, 2020 directly from Vibroplex (the importer; MAT Tuner is located in China).  For several weeks thereafter, I engaged in what ultimately became an extended, utterly futile effort to obtain customer service from Vibroplex.

This tuner has serious design defects that have been reported in the amateur radio trade press, mostly related to the use of an internal replaceable 9V battery.  See, e.g., Thomas Witherspoon, "MAT-TUNER MAT-705 Woes", QRPer, October 14, 2020 (https://qrper.com/2020/10/mat-tuner-mat-705-woes/).  MAT Tuner was obviously well aware of these defects.  A few weeks after I received my 705 tuner, it replaced that model with the 705+ version which remedied these defects.

Knowing that I would exhaust the battery and need to replace it shortly after I started using the tuner for field activity with these defects then frustrating further use of the tuner, I attempted to contact Vibroplex to inquire about exchanging my tuner for the plus version even if I had to incur an added charge to do so.  Proactively replacing the tuner would save me time and aggravation by avoiding an inevitable warranty claim. Vibroplex provides a 1-year warranty on the product.  This is what then occurred:

1) On 1/2/21, I sent Vibroplex an e-mail setting forth my concerns and requesting an exchange (sent to vibroplex@vibroplex.com as provided on the "Contact Us" web page on the Vibroplex website). I received no response.
2) On 1/7/21, I telephoned Vibroplex (T: 1-865-309-5073, the number noted on the "Contact Us" web page).  "Scott" answered.  Shortly after I began stating my problem, he hung up.  I tried calling him back several times later that day -- to no avail.  Each time I received a recorded message providing Vibroplex's hours of operation.
3) On 1/8/21, I sent an e-mail, essentially the same as I sent to Vibroplex, to MAT Tuner and specifically to two contact addresses provided on the MAT Tuner website: mail@mat-tuner.com and bg3mzu@gmail.com).  I attached the e-mail I sent to Vibroplex and my sales receipt. No response.
4) On 1/16/21, I re-sent to MAT Tuner my prior 1/8 e-mail to them.  No response.
5) On 1/21/21, I telephoned Vibroplex.  Scott answered the phone. This time, I explained the defects and my concerns, requested exchange of my 705 tuner for the 705+ version, and stated I would be willing to pay a reasonable charge to cover Vibroplex's time and expense for the exchange. He was not aware of any such defects -- in spite of them having been reported in the press and MAT Tuner having replaced the 705 tuner with the 705+ version which Vibroplex was then advertising on its website.  He inquired how much I would be willing to pay.  I told him.  He did not object and stated he would "contact the manufacturer (MAT Tuner) as Vibroplex was merely the importer", and inquire with them.  At his request, I gave him my name and e mail address.  He concluded the call stating he would respond back to me with "what the manufacturer will do".  No response.
6) On 2/12/21, I once again telephoned Vibroplex.  I asked the person who answered that I wanted to talk with someone concerning my MAT-705 tuner.  The person responded with "Sure, what question do you have?".  Recognizing the person might be Scott, I asked the person for his name.  He hung up.  As with my 1/21 call to Vibroplex, I tried calling Vibroplex back several times later that day -- to no avail.  Each time I received a recorded message providing Vibroplex's hours of operation.

To this day, I have yet to receive any definitive response from Vibroplex or MAT Tuner.

Based on my experience and in my opinion, do NOT purchase any MAT Tuner equipment from Vibroplex.  Should you have any problem or concern with the equipment, you are ON YOUR OWN.  There is no customer service.  The warranty is meaningless.

In formulating a "star" rating for the tuner, I found the 705 tuner works rather well.  However, Vibroplex's and MAT Tuner's totally irresponsible attitude and actions, amounting to intentional evasion of its customers and utter avoidance of its responsibilities as a vendor, greatly outweighed any consideration of the tuner's performance. Hence, I accorded the lowest possible rating to the tuner.

Should any further developments arise in the future, I will supplement this review accordingly.

Getting on here and saying anything but glowing accolades is obviously taboo. I too had trouble recently with Vibroplex when a call to them resulted in being completely ignored. This after spending close to $300 for a deluxe Bug that is manufactured very poorly. Being a machinist for over forty years I can assure you it's junk. I have pictures to prove it too. Bought it from HRO and was told the owner of Vibroplex is--difficult-- is how they put it. This was from the OWNER of HRO. I had to make a jury rig shim to get it to function properly, pictures of this too. When I receive my I1QOD Bug I will give this one away to anyone who wants it and can actually do CW. I posted a review on this but eHam refused to post it.

That's my story and it's true provable with pictures---

K3EY

Curt Krelic


I had a brand new Vibroplex Original Presentation a few years ago. It was given to me as a gift, purchased BRAND NEW from Vibroplex. It was the saddest piece of garbage I ever attempted to use. Compared to the mid-1960's one that I have, as well as an older Vibrokeyer that I own, it was poorly made junk.  Got rid of it. So yeah...let's not harp on what a great guy Scott is.  FACT of the matter is that the keys are junk now.
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