Harris selling its broadcast business

[dawireless]

Harris tech support.

Have you read the manual?

2nd question,

Let me transfer you to parts.

With the exception of Walter Freeman,they suck.

[OKCRadioGuy]

Walter is AWESOME!  He takes time to actually try to UNDERSTAND the problem and find a solution.  When I get him on the phone, I know a solution is most likely forthcoming, and usually quickly.  Walter is a dream to work with!

[Woody]

With the exception of Walter Freeman,they suck.

David Anderson, I forwarded your comments to Walter Freeman and the rest of field service team in Quincy.

Do you have a phone number or just operate your biz via email ?   I'm sure they will want to follow up with you.

[fm-engineer]

Another vote for Walter Freeman.  You could always tell he cared about your situation when you had to dial 217-222-8200.  Some of the others there, not so much.  For a while it sounded like they had a few new guys.  I got the "have you read the manual" trick more than once. 

With the exception of Walter Freeman,they suck.

David Anderson, I forwarded your comments to Walter Freeman and the rest of field service team in Quincy.

Do you have a phone number or just operate your biz via email ?   I'm sure they will want to follow up with you.

[Tom Wells]

I spent 15 years on the road with the Harris Graphics web press division as national/international field/tech support and at one
time hoped I could think about trying to work for the RF division.

I wish I had now, to have helped avert the present opinion of the brand.

There are times when the user needs to become informed of the user's manal.

There are times when the tech support person really does know that you are ready to be tranferred to parts
or schedule a service call.

And truly, there are lost art secrets to all products where no one can figure out what's wrong until
you finally contact the guy who could put them togerher in the dark, who has seen everything that product
can do.  I still get calls on products I installed/serviced between 1988 and 2003.

[dawireless]

Clarification.
As previously stated,
My experience with field tech support,with the exception of Walter was not productive.
In my opinion Walter would have made an excellent field tech trainer.

Its now my understanding that the techs that I had bad experience with have left the company.


Iam sure that there are some good techs on board and wish them the best.




Yes I agree that a a good engineer should read the manual first.

However when a engineer calls with an off air situation,its important any companies

field support engineer to participate as a problem solver and not as a college professor,or try to point blame.


I am not presently providing engineering services for Broadcasters,and after 40 plus years have moved on to wireless data .

[OKCRadioGuy]

That's so true.  In the heat of battle with the equipment, so to speak, all the guy standing out at the tower cares about is getting it back on and being able to go home.  Been there, done that.  I have read through a book, but frankly great support can shortcut a ton of time it would take to find stuff in a book.  The good news about Harris stuff is that the books are actually written very well.  The bad news is many of the guys aren't as familiar with the stuff as Walter is.  It's getting better there, at least to this point.  I sure hope we don't get a reverse caused by a brain-drain.  I'm seeing it happen at a couple big corporate broadcasters that don't treat people right.  One day they'll wake up, if they don't go broke first, and realize all the "smart guys" bailed on them.  The same effect could happen to Harris.  If other opportunites become available, even if they wouldn't have normally left before the sale annoucment, they sure will consider it now.  Not good...