I had the opportunity to experience the in warranty service on my Ten-Tec Omni VII amateur radio transceiver. It is their model number 588AT and retails for nearly $3K USD. For that kind of money it’s nice to know the Omni VII was still in warranty.
The problem was rather strange. The power switch on the front panel would not turn the radio on and off. It was on all the time. The switch itself breaks an extremely low current 13 volt power source. The actual switching is handled by a power switching board inside on the rear panel of the transceiver. I could turn the power off by switching off the external power supply. That isn’t good for the radio as the normal power up has a start up sequence. Ten-Tec recommends turning on the power supply first, then the radio. Then the radio itself has an internal sequence.
So the power switch needed to be fixed quickly and the radio not subjected to full power starts.
I traced the problem myself to the power board. The front switch simply turns off a very small SMT micro transistor that in turn powers the coil on a small board mounted relay. That transistor had shorted, keeping the relay coil energized full time. I am not capable of replacing the micro sized surface mount transistor and the radio is still in warranty.
I described my trouble shooting and diagnosis in an email to the service department and received an email confirmation from the service manager what the problem was. He told me to replace the switching transistor. It was not until this point I told him the radio was still in warranty.
I sent him all the purchase information proving the warranty status and asked if he could send me the replacement power board. I am in no way capable of replacing a micro SMT transistor the size of a pin head. As an alternative I suggested I could send the entire radio in for repair since it is under warranty.
Ten days later I had NOT received a reply on how the warranty would be handled. So I sent another copy of the email to BOTH the service manager and the sales manager. I pointed out I am a 16 year loyal customer and that they please expedite my request. I used a 16 point text font in case they couldn’t read the standard 10 point previous email. It was kind of like shouting… 🙂
I got attention! I received two emails. The first one from the service manager informed me he had replied to me a week earlier. I doubt it, as he didn’t send me the copy for proof. But in any case I was to return the entire radio for warranty service. I asked if I needed an RMA, he said none was need.
A few hours later I received a second email from a different Ten-Tec service tech informing me he was sending me a replacement board and would I send the old one back. Hmmm… I guess they didn’t talk to each other.
I decided to wait a few days and see what happens. Sure enough a new power board from Ten-Tec appears in my mailbox. About twenty case and board screws and two wires to un-solder / re-solder and the board is replaced. No big deal. All the other wires are in several low current plug-ins. Took me two hours this morning while enjoying my first cup of coffee
The front switch now works as advertised and I am a happy camper. Total cost to me, less than $3.00 USD in postage to return the board. Time saved probably huge.
The board swap is not for everyone. It was not a main board problem and the power board is a very basic and low cost component. The transistor is about $0.07 in low quantities. I know my limitations and skills. This problem was a no brainer. I think I read somewhere they do this for non warranty repairs. I am happy they did it for me on a warranty.
In this case, we both saved time and money. The email service communication process was a bit sloppy but the results are fine. I think this USA company still builds a great product and reasonable service.