EEVblog Electronics Community Forum
Products => Test Equipment => Topic started by: AJ3G on November 24, 2021, 11:53:53 pm
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All:
In the last month I have asked three times for a Tektronix application engineer to call me so I can get some questions answered on an existing product line. Each time, I am told they will call me back in 48 - 72 Hours, but I never get a call. Anyone know what is going on over there?
The above is new to me, as back maybe a year ago I could call in and most times be routed directly to someone. My company may not have the budget as some of the larger defense contractors here, but we certainly spend in the six figure realm for test equipment per year, and a good hunk of it is on Tektronix.
Rich
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Everybody put off vacation to December?
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I suppose, but this has been going on since the beginning of November.
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My guess is Tektronix is suffering from the same Covid era staffing shortages other businesses are. Their customer tech support service is probably spread too thin. It wasn’t as bad a year ago, when remote work was still a newish concept. Just my opinion, of course.
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It seems something for sure has changed. When I call in, I think the phone is being routed to a call center. It sounds like they are typing my request in to be forwarded to their A/E Department. It’s clear that whoever is fielding the calls does not seem in tune with their product lines.
On the last two, I did comment that I had called before, and had been told that a response would be forthcoming. Whoever is answering/fielding these calls claims because of my concern with regards to the lack of response, they were sending it to a manager, yet nothing seems to happen. I have two lousy questions, which I need clarification on.
With the above being said, it seems their sales department has not dropped the ball. I called them for a quotation and I get a call back in 30 Minutes. Go Figure :-//