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Author Topic: Diamond antennas. What absolutely pathetic and horrible customer service  (Read 805 times)

AH6LE

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I bought an X300 antenna through DX Engineering and it arrived (on April 7th) missing some of the nuts used to lock the radials in place and with a damaged internal coupler. So I shot off an email to info@diamondantenna.net requesting assistance. After 2 days of no response, I followed up with another email as well as leaving them a voicemail. 2 more days passed with no response so I left another voicemail.

I contacted RF Parts 2 weeks ago (Diamond is their division) and they said they'd "send an email". After another week of no response, I contacted DX Engineering but really, it's not their problem and Diamond themselves should be held accountable. Still nothing from Diamond

I am absolutely and thoroughly disgusted with them and I will NEVER buy another product from them. I may try to fix the X300 myself but I'm tempted to just toss the thing and look for a replacement from a REPUTABLE company
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GRUMPY2021

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You left out an important detail.   You said you "contacted DX Engineering but really, it's not their problem..."   What was the response from DX Engineering?    I had some Dixie to Go Cups arrive crushed that I bought from Amazon.    I didn't contact Dixie or UPS... Amazon replaced the product.   See what I did there?   

So I read on Diamond website the following:  All e-mail is handled by one person, and routed to the appropriate departments. Due to the high volume of e-mails we receive, this means that your request, while important, is one of many. A busy day can mean delays in responding to e-mail, so it may take a few days to respond.

While e-mail is very convenient, it is not the quickest method to reach us. For faster service, please call us at (770) 614-7443.

Now if that "one person" is out because of Covid might take them a while.    Did you try to call the phone number before you hastily put them on blast here on Eham?

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AH6LE

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As my original post stated, I called on 2 different occasions, leaving a voicemail each time. My apologies if I wasn't clear about that

What I received from DX Engineering after pointing out my problem:

Hello Ken

Sorry to say that we have no idea what Diamond is doing. 

The contact information we have for Diamond is:
=================

Diamond Products Contact Information

Phone: (770) 614-7443

Monday through Friday ~ 9:00 a.m. to 4:30 p.m. EST
Fax: (678) 731-7681
Mail: 312 Swanson Drive Suite B Lawrenceville, GA 30043
E-Mail: info@diamondantenna.net

=================


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GRUMPY2021

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Sorry you did say email and voicemail all the same sentence.   It wasn't clear and I didn't pay attention at 1:30am.   SO now the elephant in the room is the response you got from DXE.   If that is their response I may rethink buying from them.    They should replace the product.   IMHO   Now I read the DXE return policy...you got 10 days.    That sucks.   I digress.

« Last Edit: May 16, 2022, 11:17:37 PM by GRUMPY2021 »
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W9FIB

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You do realize it's the dealerships job to handle warranty/missing parts problems. You don't contact GM headquarters for a problem with a Chevy. You go back to the Chevy dealership to resolve the problem. Why would other manufacturers who sell through dealerships be any different?

Now a direct sale means you go to the seller who is probably also the manufacturer if it's a new item. Lack of response there would be a bad thing.

DX Engineering/Summit Racing are a great group of people. Let them help you. Afterall it is part of what they do. And if they have problems with the manufacturer, then they will most likely drop the product because they wouldn't be able to solve the customers problem.
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73, Stan
Travelling the world one signal at a time.

K5LXP

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Why the first call wasn't to DXE I'm not really sure.  Being the dealer and retailer, part of the value added service is to mitigate problems like this.  Even if the remedy would be to replace the entire product, as a dealer they have a conduit to the manufacturer/supplier that will credit/replace product which is not typically afforded the end user.  While this is beyond the typical exchange period it's my guess that if you call DXE they will be able to help in some way.  The last thing they want is a PO'd customer over a crummy antenna.

Mark K5LXP
Albuquerque, NM
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N8FVJ

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I am absolutely and thoroughly disgusted with them and I will NEVER buy another product from them. I may try to fix the X300 myself but I'm tempted to just toss the thing and look for a replacement from a REPUTABLE company

If you toss out, Zero 5 antennas are stellar with quick response.
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AH6LE

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I agree that DX Engineering are a good bunch of folks and I've generally had good results when dealing with them. But to those of you who tell me I should contact them about this, did you not see my post where I said I did exactly that and posted their response to my inquiry? I was disappointed that they essentially washed their hands of the problem.

Getting harder and harder to keep the faith......



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VE3WGO

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back to what you actually asked DXE to do...  their email back to you really seems to imply that you asked them to mediate between you and Diamond.

When somebody says "Sorry to say that we have no idea what Diamond is doing. " that is usually a sign that you and Diamond are having a feud and DXE is out of the picture.

Instead, you should just straightforward request DXE to supply you with replacement parts for the broken/missing ones under warranty.  Do not ask them for anything else, and not talk to them about anything else.

If DXE won't supply replacement parts, then return the antenna as defective goods.

73, Ed
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AH6LE

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back to what you actually asked DXE to do...  their email back to you really seems to imply that you asked them to mediate between you and Diamond.

When somebody says "Sorry to say that we have no idea what Diamond is doing. " that is usually a sign that you and Diamond are having a feud and DXE is out of the picture.

Instead, you should just straightforward request DXE to supply you with replacement parts for the broken/missing ones under warranty.  Do not ask them for anything else, and not talk to them about anything else.

If DXE won't supply replacement parts, then return the antenna as defective goods.

73, Ed

Actually I asked them if they knew why Diamond was so unresponsive.  Seems that DXE may read here as I received an email a few hours ago expressing their desire to resolve the problem. So we'll see where we end up. HOWEVER, even with DXE's kind help, it doesn't explain (nor absolve) Diamond's piss poor performance. At the very least they could have replied in email to contact DXE, which of course they didn't
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W9FIB

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So we'll see where we end up. HOWEVER, even with DXE's kind help, it doesn't explain (nor absolve) Diamond's piss poor performance. At the very least they could have replied in email to contact DXE, which of course they didn't

I guess you just don't want to accept that Diamond uses dealers, and they don't respond to end users. That is why they use dealers. They don't have to listen to every whiner. DXE can't tell you why they don't respond other than to tell you they are there to help.
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73, Stan
Travelling the world one signal at a time.

AH6LE

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So we'll see where we end up. HOWEVER, even with DXE's kind help, it doesn't explain (nor absolve) Diamond's piss poor performance. At the very least they could have replied in email to contact DXE, which of course they didn't

I guess you just don't want to accept that Diamond uses dealers, and they don't respond to end users. That is why they use dealers. They don't have to listen to every whiner. DXE can't tell you why they don't respond other than to tell you they are there to help.

Utter nonsense. As a user of their product, you or I could contact Icom, Kenwood, Yaesu, etc. about an issue and they wouldn't ignore it. Sure, they may ultimately say you need to contact the dealer through which you purchased their product but, chances are they wouldn't ignore you because they "don't respond to end users".

Stop making excuses for the inexcusable. This is why some get away with such piss poor customer service.

On a side note, DXE stepped up to the plate and sent me a replacement antenna and even included a return label for the defective one. Now THAT is top notch customer service
« Last Edit: May 24, 2022, 04:00:58 PM by AH6LE »
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W9FIB

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On a side note, DXE stepped up to the plate and sent me a replacement antenna and even included a return label for the defective one. Now THAT is top notch customer service

Which you would have had right away if you were not hung up on the manufacturer needing to respond to your needs instead of the dealer that sold you the product.

Excuses? No. Reality? Yes.
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73, Stan
Travelling the world one signal at a time.

AC1LC

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I just bought a Larsen antenna for my mobile setup and I had questions about it.  I sent an email to Larsen and got a response within 24 hours as well as a followup from one of their people that answered all my questions.  At least Larsen doesn't have a problem responding directly to consumers, I didn't have to go through the dealer I bought the antenna from.
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W9FIB

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I just bought a Larsen antenna for my mobile setup and I had questions about it.  I sent an email to Larsen and got a response within 24 hours as well as a followup from one of their people that answered all my questions.  At least Larsen doesn't have a problem responding directly to consumers, I didn't have to go through the dealer I bought the antenna from.

Thats great! However that does not mean all businesses use the same model to operate. But it is good to see one that still uses old fashioned customer service. Something that more and more companies are abandoning in cost cutting efforts.

But it does beg the question...If Larsen didn't get back to you, would you contact the dealer or whine on E-Ham that they are a terrible company?
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73, Stan
Travelling the world one signal at a time.
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