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Author Topic: Diamond antennas. What absolutely pathetic and horrible customer service  (Read 804 times)

AH6LE

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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?

You might have actually had a point if the manufacturer and/or was never contacted before bringing it here. After all, this section is a review of products and the companies that produce them, right?

Furthermore, if you were to buy an Icom radio new from Ham Radio Outlet and it died, you'd contact Icom for warranty repair not the dealer, right?

(I really don't understand what your problem is about this. Well...maybe I do...................)
« Last Edit: May 27, 2022, 12:36:55 PM by AH6LE »
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W9FIB

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Furthermore, if you were to buy an Icom radio new from Ham Radio Outlet and it died, you'd contact Icom for warranty repair not the dealer, right?

Nope. Under dealership contract, HRO should make the arrangements for warranty service.
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73, Stan
Travelling the world one signal at a time.

AH6LE

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Furthermore, if you were to buy an Icom radio new from Ham Radio Outlet and it died, you'd contact Icom for warranty repair not the dealer, right?

Nope. Under dealership contract, HRO should make the arrangements for warranty service.

Think I'll call my local HRO tomorrow and ask how they'd handle a warranty issue....
« Last Edit: May 30, 2022, 08:07:43 AM by AH6LE »
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AC2EU

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I'm in the camp that says DXE should replace the defective product.
"we have no idea what Diamond is doing" is no excuse.
You bought this antenna from DXE, not Diamond direct.
If Diamond is having quality issues, DXE should re-evaluate whether to keep them in the lineup, not throw up their hands and push the problem over on the customer!

It's also a sorry state of affairs that Diamond has a statement  out there about only having "one person" handling the emails!
Either it's bad management for not having enough employees to handle the load, or they are just being inundated with complaints.

If I were you I'd ask for a refund and buy something else.

W9FIB

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I'm in the camp that says DXE should replace the defective product.

Really that's the whole point here. Complaining about the manufacturer BEFORE contacting the dealer for resolution of the problem.

Now had DXE blown off the customer and the manufacturer ignored the customer, then there would be a legitimate complaint. But I have as of yet not seen a case when DXE didn't bend over backwards to try to help. But even then, you get a few who will never be happy.
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73, Stan
Travelling the world one signal at a time.

N2SR

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Now had DXE blown off the customer and the manufacturer ignored the customer, then there would be a legitimate complaint. But I have as of yet not seen a case when DXE didn't bend over backwards to try to help. But even then, you get a few who will never be happy.

https://www.eham.net/community/smf/index.php/topic,135142.0.html

https://www.eham.net/community/smf/index.php/topic,122014.0.html
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Elect a clown.  Expect a circus.

KB8UUZ

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See May 24th:  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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Now had DXE blown off the customer and the manufacturer ignored the customer, then there would be a legitimate complaint. But I have as of yet not seen a case when DXE didn't bend over backwards to try to help. But even then, you get a few who will never be happy.

https://www.eham.net/community/smf/index.php/topic,135142.0.html

https://www.eham.net/community/smf/index.php/topic,122014.0.html

1 negative, 1 positive. But probably not a true ratio of good vs bad. However, it doesn't change my point.
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73, Stan
Travelling the world one signal at a time.
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