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   Home   Help Search  
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Author Topic: HRD - trying to contact them  (Read 971 times)
W2BLC
Member

Posts: 35




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« on: September 20, 2018, 04:52:46 PM »

I am having an issue with HRD and a new rig I have. I completed a "ticket" regarding same. Several hours later I returned to their site and electronically asked about the ticket - by completing an additional form. I entered the ticket number and was informed that an email would be send for me to use in following up on my issue. I never received the email. I then created an additional ticket regarding the inability to follow up on my initial ticket. Of course, I never got any response to that ticket either.

I called on the phone today - listened to a recording - left the information they requested. I have yet to hear from them.

They do not appear to have a real email address - only forms for customers to complete as a means of communication.

I did purchase the additional support last June and do have the paper to prove it.

Anyone having difficulty contacting support at HRD?
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IK2JYW
Member

Posts: 14




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« Reply #1 on: September 21, 2018, 01:40:37 AM »

In April I contacted the support with the appropriate form for a bugs on the 806 release of the HRD rotator and they immediately replied to me with support e-mail and subsequently verifying in person on my PC (Ferry, very kind and always available) with the help of teamviewr. Subsequently  the problem has been eliminated then with the subsequent HRD releases.

In any case this is what you should have received:

A request for support has been created and assigned #12345678. A representative will follow-up with you as soon as possible.
To avoid confusion and delays in resolving the problem you are having, please keep all responses about this topic in this one ticket thread. Please CLICK HERE to view or update this ticket.
In order to best support our customers, please CLICK HERE to visit our website to download and install the latest version of HRD and ensure that the problem you're reporting still exists.
Our support staff is available to respond Monday through Friday 9am to 6pm EST.

HRD SUPPORT LINKS
Website: https://www.ham-radio-deluxe.com/
Support: https://support.ham-radio-deluxe.com/
Forums: https://forums.ham-radio-deluxe.com/
YouTube Channel: http://www.youtube.com/hrdsoftware
Knowledge Base: https://support.ham-radio-deluxe.com/kb/

I hope I was helpful
73 de ik2jyw-pier
« Last Edit: September 21, 2018, 01:44:04 AM by IK2JYW » Logged
W2BLC
Member

Posts: 35




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« Reply #2 on: September 21, 2018, 02:38:11 AM »

That is exactly what I got on my screen. However, when I later tried to view my support ticket I received nothing. The email with the support tick information was never received. I have tried several times - nothing.

Thanks for the reply.
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W2BLC
Member

Posts: 35




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« Reply #3 on: September 21, 2018, 06:57:33 AM »

Their support - in Pennsylvania - called on the phone. Using TeamViewer, all was fixed in about 20 minutes. The rep really knows his stuff.
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W1GVT
Member

Posts: 17




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« Reply #4 on: September 21, 2018, 10:39:11 AM »

You've got an rr.com domain as your email address. rr.com is notorious for blocking automated mail messages so that could be why you never got an answer.
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