After reading some of the horrifying things I'd read here about
Ten-Tec service, I decided to experience it for myself.

The backlight on my RX-350 became unstable. Not having a service
manual, I called Ten-Tec and spoke with Service, and they gave me, over
the phone, the location of the trouble, the identity of the faulty
parts, and tricks and techniques to correct the problem. Not bad for a
first contact on a radio that's out of warranty.

As helpful as that was, I really wanted to see what the story was
in dealing with an actual repair at the factory, so I sent it in anyway.

I got an e-mail on the radio's arrival, a job number, a telephone
number to call should I have questions, and an estimate of cost and
turnaround time. $83, and 4-6 weeks.

At 4 weeks, I sent an e-mail inquiring about the job, and found
that there was already a notice of completion in my mail trash folder,
due to some pretty tight spam filtering. The total for the job was $83
and change, including return shipping by FedEx Ground. I could pay by
check, money order or credit card. So, when the invoice arrived 48 hours
later, I sent them a check. Less than 7 days later the radio arrived,
good as new, cleaned of all fingerprints, dust and assorted handling
marks, boxed to survive a head-on with a Volvo. It also looks like they
touched up alignment.

Total turnaround: 5 weeks.


Worth noting, when you hear dissatisfied users, that there are
satisfactory outcomes.


p