YAESU U.S.A. — Local services in Cypress

Is worst customer service ever. I dropped off the aviation radio for service 3 weeks ago it's brand new due to a firmware error. I call thinking the service would be quick because it's just a firmware error. I called and the technician told me that it would be about a 7 day turnaround. So I drove from LA to their location in Cypress. I dropped off the radio with a young lady that was really nice she told me it'd be about a week with no charge due to the fact that it's a brand new radio and it's still under warranty. I said ok that was great I'm excited about having this new radio. 7 days passed I didn't hear anything so I called. The young lady said that they were still working on it I said ok knowing that I am a very patient person. On the 2nd week I called and asked what was the status on the radio and she told me it will be done by the end of the week. I said ok, I wasn't gonna call back I was gonna wait and see if they were gonna contact me about the radio and they didn't. After that I went to Yaesu website and filled out a form I believe it was Thursday about the status of my radio they said it would take 48 hours to get a response back. I didn't get a response! And at this point I just want the radio back so I can send it back and get my money. I called them today and the young lady told me that they're still working on the radio. I don't understand why it would take 2 weeks to work on a firmware update on a radio. This is just very disappointing this is my 1st aviation radio and after the reviews and the 5 star rating that this company has it's disappointing. I don't think that I would ever get another Yaesu radio and I will ask you guys to think...

I don’t understand that guy who was disappointed at all. I had the most helpful, easy fix - a couple years ago now - and the experience was easy. Pleasant even. I fly with a FTA-550 as a safety radio (I keep it plugged into a bottom external antenna) and HAVE HAD TO USE IT OVER CHICAGO when my Turbo Saratoga panel took a total dump. No lights, no instruments (@ FL 200!), no nav or com with Chicago Center. Jesus. Anyway, guy named Tim Factor fixed & replaced the handheld’s squelch knob that I broke after the flight.. cheerfully & fast & didn’t charge me for it. Even shipped it back to me free, c/of the Burbank FBO. The radio does everything it’s supposed to, but it’s that kinda service made me loyal to this brand for life. Give Tim Factor...

I am an amateur amateur radio operator ;) and had a really peculiar programming issue with my FT60. I contacted Yaesu through their website form and got an response within 24 hours by email from Rodger, who had already tried to call me. He persisted for two more days until we finally connected. He was a model of professionalism. Polite, intelligent, patient, persistent and when we discovered it was human error (me) on the programming end, he was kind and never made me feel bad for my ignorance. It is this kind of attitude that I have gotten throughout my limited exposure to the Ham radio community that has made me feel like a family member. I am not certain what Rodger's position is there at Yaesu, but I'd swear he was the owner....