burke.bill
02-08-2008, 07:08 PM
In response to Mr. James F. Marks I would like to apology to both Howard Matos for my comments in a post to Heli-Freaks entitled FMA Tec support sucks. I does not I never had anything bad to say about there product it is truly an outstanding product. The fact that I didn’t try to call FMA with my problem was a mistake and just plain wrong on my part. If I had called I would have found out about Howards mother dying. Howard Please except my honest sympathy on your mothers passing in the future I will do everything possible to get all the facts before I post. That’s not to say I won’t post if a product is good or bad just that I will be sure of my facts. If Howard emailed me two business days after my email I didn’t receive it for two weeks.
I emailed Mr. Marks at FMA and it is included below the next day after emailing Mr. Marks I did receive an email from Howard. That same day Howard posted on Heli-Freaks his good reason for not responding. I recived a response from Mr. Marks today it is listed below. I hope FMA will still want to do business with me in the future as there product is very good.
Dear Mr. Burke,
I have taken the liberty of copying the original e-mail question you sent to Howard on Jan. 5, 2008. Kindly take a look at the bottom of this page and you will see that Howard did, in fact, respond by e-mail to you on January 7, 2008. Apparently you did not receive his response. You may think that it is not necessary to follow up with a phone call if you do not receive a response to an e-mail, but e-mail is an imperfect means of communication. To make an accusation that Howard "doesn't care" about responding to e-mail questions based on your scant evidence is blatantly unfair, and I take offense at your claim. Howard is a hard working conscientious man, who DOES care deeply about our customers. I know because I have worked with him for ten years and I see first hand how hard he works at helping our customers.
I agree with you on one thing, the best and worst advertisement comes by word of mouth. We monitor Heli Freaks and it certainly appears that when you started your thread entitled, "FMA Tech support stinks" people came to the defense of our tech support. In my opinion, that speaks much more about Howard's ability and FMA's commitment to service, than one disgruntled customer who would rather create problems than try to resolve an issue reasonably. Yes, word of mouth benefits those who care about their jobs and try to do their best.
At this point, as the General Manager of FMA, I believe we have done all that is required of us in resolving your issue. If you agree, I encourage you to honor your commitment to post a correction on Heli Freaks.
And, by the way, holidays are a poor excuse for not responding in a reasonable time to customers. In Howard's case, he was out of the office a good bit in January tending to family business after the death of his mother. I wouldn't call that a holiday, would you? Even with that burden laid upon Howard, he still answered your question within two business days.
NOW, YOU TELL ME WHO CARES ABOUT HIS JOB AND THE REPUTATION OF HIS COMPANY.
Regards,
James F. Marks
Vice President
General Manager
FMA Direct
5713 Industry Lane
Frederick, MD 21704
Phone: (301) 668-7614 Ext. 15
Fax: (301) 668-7619
website: www.fmadirect.com
----- Original Message -----
From: 'William Burke'
To:
Sent: Thu Feb 7 20:21
Subject: Fwd: Bad tech support
Sent an email to Howard in tech support about a problem I’m having with your product and that was over two weeks ago. I posted my question on Heli-Freak got an answer.
Guess Howard doesn’t care or doesn’t know, any way the e-mail I posted says under subject FMA Tech support stinks. Had one other agree.
This has already been read by thousands.Without good support you’ll never have the customers you need to be successful.
I’m not being a jerk but I believe in posting good support as well as bad. Why didn’t I call instead? Well my answer is this why put an e-mail address on you website if you don’t intend to answer them. I am e-mailing you to get your take on this and to give you a chance to correct your e-mail tech support. If you can give me a good reason why Howard didn’t answer I will post your correction on Heli-Freak. By the way Holidays are a poor excuse. Two weeks is plenty of time to answer.
Remember the best advertisement is word of mouth. And the worst advertisement is word of mouth.
----- Original Message -----
From: Howard Matos
To: William Burke
Sent: Monday, January 07, 2008 9:06 AM
Subject: Re: Adapters
Hi,
What has happened is TP has changed the way they wire their packs since we manufactured the adapter. They have wired the last 2 wires to positive, causing the LED to illuminate. The charger will still charge the pack. You can either make sure that the pack is connected to the proper spot on the adapter or remove the last positive wire from the connector. This will cause the light to go out and charge as normal. The other manufactures followed TP wiring.
Sincerely,
Howard G. Matos
Technical Support
301-668-4280
I emailed Mr. Marks at FMA and it is included below the next day after emailing Mr. Marks I did receive an email from Howard. That same day Howard posted on Heli-Freaks his good reason for not responding. I recived a response from Mr. Marks today it is listed below. I hope FMA will still want to do business with me in the future as there product is very good.
Dear Mr. Burke,
I have taken the liberty of copying the original e-mail question you sent to Howard on Jan. 5, 2008. Kindly take a look at the bottom of this page and you will see that Howard did, in fact, respond by e-mail to you on January 7, 2008. Apparently you did not receive his response. You may think that it is not necessary to follow up with a phone call if you do not receive a response to an e-mail, but e-mail is an imperfect means of communication. To make an accusation that Howard "doesn't care" about responding to e-mail questions based on your scant evidence is blatantly unfair, and I take offense at your claim. Howard is a hard working conscientious man, who DOES care deeply about our customers. I know because I have worked with him for ten years and I see first hand how hard he works at helping our customers.
I agree with you on one thing, the best and worst advertisement comes by word of mouth. We monitor Heli Freaks and it certainly appears that when you started your thread entitled, "FMA Tech support stinks" people came to the defense of our tech support. In my opinion, that speaks much more about Howard's ability and FMA's commitment to service, than one disgruntled customer who would rather create problems than try to resolve an issue reasonably. Yes, word of mouth benefits those who care about their jobs and try to do their best.
At this point, as the General Manager of FMA, I believe we have done all that is required of us in resolving your issue. If you agree, I encourage you to honor your commitment to post a correction on Heli Freaks.
And, by the way, holidays are a poor excuse for not responding in a reasonable time to customers. In Howard's case, he was out of the office a good bit in January tending to family business after the death of his mother. I wouldn't call that a holiday, would you? Even with that burden laid upon Howard, he still answered your question within two business days.
NOW, YOU TELL ME WHO CARES ABOUT HIS JOB AND THE REPUTATION OF HIS COMPANY.
Regards,
James F. Marks
Vice President
General Manager
FMA Direct
5713 Industry Lane
Frederick, MD 21704
Phone: (301) 668-7614 Ext. 15
Fax: (301) 668-7619
website: www.fmadirect.com
----- Original Message -----
From: 'William Burke'
To:
Sent: Thu Feb 7 20:21
Subject: Fwd: Bad tech support
Sent an email to Howard in tech support about a problem I’m having with your product and that was over two weeks ago. I posted my question on Heli-Freak got an answer.
Guess Howard doesn’t care or doesn’t know, any way the e-mail I posted says under subject FMA Tech support stinks. Had one other agree.
This has already been read by thousands.Without good support you’ll never have the customers you need to be successful.
I’m not being a jerk but I believe in posting good support as well as bad. Why didn’t I call instead? Well my answer is this why put an e-mail address on you website if you don’t intend to answer them. I am e-mailing you to get your take on this and to give you a chance to correct your e-mail tech support. If you can give me a good reason why Howard didn’t answer I will post your correction on Heli-Freak. By the way Holidays are a poor excuse. Two weeks is plenty of time to answer.
Remember the best advertisement is word of mouth. And the worst advertisement is word of mouth.
----- Original Message -----
From: Howard Matos
To: William Burke
Sent: Monday, January 07, 2008 9:06 AM
Subject: Re: Adapters
Hi,
What has happened is TP has changed the way they wire their packs since we manufactured the adapter. They have wired the last 2 wires to positive, causing the LED to illuminate. The charger will still charge the pack. You can either make sure that the pack is connected to the proper spot on the adapter or remove the last positive wire from the connector. This will cause the light to go out and charge as normal. The other manufactures followed TP wiring.
Sincerely,
Howard G. Matos
Technical Support
301-668-4280