Hi; sorry for posting a semi-sales related post on the general channel, but as there are *many* signal stuff customers who frequent this sub it seemed like the best way to get the news out.
I am embarrassed to have to tell you that we seem to have shipped some antennas which do not live up to our name. We had a bad batch of wire which we didn't detect until we had already shipped some of the antennas made with it. Most of the antennas we sold at Xenia should be fine but I'd guess that most if not all of the BNC antennas are not.
The good news is that they still perform just fine, they just don't remain straight. You can even straighten them out by bending them counter to the bend they develop.
If your antenna has this issue please email us a picture at firstname.lastname@example.org and we'll add you to a list and get you a return label so you can exchange it as soon as we can; however, note that all the wire we have right now is bad and we're out of BNC antennas and running short on other connectors.
This only affects the dual band model. We ask for patience while we work on this and thank you all for your support! See the video for details.
For anyone who has a bad one but is okay with it we're considering options for issuing a partial discount and revoking the warranty but letting you keep it -- or letting you buy a real one at a reduced price. Still working on details, I figure I owe it to customers to own up to the problem.
Video version with demonstration of the problem here: https://www.youtube.com/watch?v=nTjU9Hpi0Vc
HamStudy_org: You gave me some advice on the subreddit a few weeks ago, I installed your android app. I used some other resources as well, but I spent a lot of time on HamStudy and passed both my Tech and General. Thank you! I hope your supply issue gets worked out, it sounds like you are good about being open and helpful with your customers. I'm betting they appreciate the hell out of that.
Well, this was mostly just intended as a "FYI, there really is a problem and we know about it" thing; the warranty is the warranty so if it's not a problem don't worry about it. If it starts being a problem later -- and I'm still alive -- the lifetime warranty is still good.
The measure of good customer service is what an organisation does when things go wrong, not when they are going right.
Well done, I hope your customers are understanding. 🙂
You said the material was out of spec compared to what you ordered. Sounds like it's the supplier's problem, hopefully you can get that made right also. We know you'll do what's right by the community.
Yeah, they say they're making me more; in the mean time, I found a different supplier with more rigid standards that I've ordered another batch from 'cause it'll likely arrive sooner; the original supplier was cheaper but has been a bit slow and I have still occasionally had wires that started to retain curved shape earlier than they should, so we'll see if this new one does better. If it does it lowers my margins a bit but in all will be worthwhile.
New supplier is 20 days out from shipping, the original manufacturer is likely longer. I ordered the new as soon as I was sure of the problem -- was already starting to question the quality of the old
Similar to other comments, my antenna from Xenia has a bit of a curve, but a bit of a curve isn't a deal breaker for me. :D I know if I ever manage to wreck it, you'll take care of it. Honestly though, I'd just buy another one. Your site is part of the reason I'm licensed as an extra, and I appreciate your customer service and dedication to reddit.
Thanks for taking care of the community and your customers.
Bad news, I got a bad one at Xenia that is not a BNC, Baofeng style dual band. Wanted to give you a heads up since it sounds like this was mostly limited to BNC. That said, appreciate you standing behind your product! I'll email your sales guys sometime in the near future, I personally am not in rush.
Yeah, it's not so much that it was limited to BNC as that probably 95% of the BNC that I took were bad, whereas only about 30% of the SMA-M or SMA-F were bad. I'm sure we sold some bad ones but hopefully not too many :-/ Either way we'll stand behind them.
Shoot me an email with the pic and I'll get you on the list; thanks for being willing to be patient so I can keep shipping new orders in the mean time.
One of the reasons that I am planning to change suppliers is that this one was not able to give me any of that information. The new supplier, though they cost more, is able to provide it.
I'd prefer not to list my supplier publicly; if you want to discuss more and/or have a supplier to suggest feel free to PM or email me and we can talk there.
Well, this is just awesome. Found out about your antennas, that you're awesome about solving problems, and that you own hamstudy.org all in 1 post. Went from Tech to Extra a few weeks back utilizing hamstudy.org, and will definitely pick up an antenna once you get these issues sorted out.
Way to handle this properly.
Operators On The Air