T&T: EarTec comes through

[Scott E. Bulger]

Well, thanks to someone monitoring this list, today I got a call from the
Owner of EarTec.  I had tried to reach him by email, but it was someone on
the T&T list that knew his email address and took the time to forward my
email.  Thank you whoever you are!

John, the owner, said he was sorry for the customer service experience I had
and assured me he was going to reinforce how important it is for everyone
facing the customer to provide great service.  He also offered to replace
the failed headset even though it was several years out of warranty.  I
suggested they consider providing a more robust unit with the TD900 as the
duty these units see in the marine environment is fairly harsh.

I do believe the TD900's are great units, the quality of VOX switching, the
multiple channels available and the battery life are all positives that
reinforce my reasons for buying them.  I wish they were a bit smaller in
form factor.  I was surprised when John said they are actually engineered
and built by his company here in the U.S., not engineered and built in China
with a branding label attached, as we see with so many products today.

Customer support is a hard job to do well.  Imagine what its like to know
that every time your phone rings the person on the other end has some kind
of problem they want you to solve?  The distress I had  was feeling like I
was being left on my own to solve a problem.  When you pay a premium price
for a quality product you expect to have better support than what I
experienced.  Its reassuring to know that the company really does care and
that the owner took it upon himself to get involved and help.

Lets chalk this up to someone in customer support having a bad day and me
being overly sensitive to support.  This might have something to do with
selling my house and seeing the sales commission for a week and a half of
being on the market, or having a sale of my Camano fail because of cosmetic
blisters in fairing compound and a few drops of oil from a shaft weep hole
thats DESIGNED to weep oil  :)  Do I sound stressed?

The house closes in 2 weeks, we move aboard the boat next Thursday.  Have a
great day!

Scott Bulger, Alanui, N40II, Seattle WA