Uniden Customer Service 800 Number

[drkatzjr]

I have attempted to contact Uniden several times (actually 5 times total)
all on different days of the week, and different times of the day.

I am simply needing both technical support / the need for sending in my scanner
for possible repair.

I have tried, in good faith, to call both the customer service 800 number
and the Repair number, numerous times. As stated, I have tried five times,
on different days.

On all attempts, after about 25min of holding, the line either hangs up,
or a recording asks to leave a name and number for call return.


After --numerous-- attempts and messages, all attempts have been futile.


As a customer who paid almost $500.00 for a scanner, I do not understand
why I can't simply speak with someone at Uniden. Has anyone experienced
the same difficulty?

[nx_2000]

I had a similarly hopeless experience with their phone support two weeks ago. I ordered a few scanner parts and I got a part for a phone instead of piece of scanner casing I ordered. The parts department transferred me into perpetual hold with scanner support because it was a "scanner issue." After a half hour on hold two separate days, I sent an email with a picture of my invoice and the wrong part I got. I never got a response to my email either, but three days later I received the right part in a separate shipment.

[Bob3655]

Hi--Their customer service is very poor but you should get voice prompts..perhaps you have the wrong number? Their number is 800-297-1023 and Monday-Friday 9-5pm Central Standard Time. I can get through but leave numerous voice messages and nobody calls me back within 24 hours. Post your problems here in a thread and someone will help you out? What scanner do you have? I take it that at $500.00 it must be a P-25 handheld or base/mobile? Advise all of us, please.

Bob

]

[UPMan]

If you need to send a product in for repair, start at http://repair.uniden.com/repairform.cfm.

[Bob3655]

Upman--No offense....you really need to change your customer service help at Uniden(scanner calls) in all fairness to owners of ALL Uniden products. You get a voice mail and nobody returns your calls in 24 hours. This is a fact, sir!!! I understand that when you buy a car..nobody shows you how to drive it but this is unfair to people, period!!! And you make a great product and your always on top of your game too.

Regards.

[drkatzjr]

Originally Posted by Bob3655

Upman--No offense....you really need to change your customer service help at Uniden(scanner calls) in all fairness to owners of ALL Uniden products. You get a voice mail and nobody returns your calls in 24 hours. This is a fact, sir!!! I understand that when you buy a car..nobody shows you how to drive it but this is unfair to people, period!!! And you make a great product and your always on top of your game too.

Regards.

I agree. No company should operate like this. As of today, since I started this thread, it will now
be my 6th time calling (and my 3rd request for call return after the 30min hold time.)

Perhaps an article, on this subject in a well-respected electronics / radio magazine, might
afford Uniden a little more sense of urgency concerning customer service.

And it isn't as if the customer is asking for much: just to simply.... ---answer--- the phone.

(They should not be pointed to a link......or asked to email and/or "discuss" the issue in some open forum.

[UPMan]

What is your question?

[drkatzjr]

Please review my last sentence.



That's not the point.

[JoeyC]

Originally Posted by drkatzjr

Please review my last sentence.



That's not the point.

UPMAN is one man who works for a big company. He probably has no control over how the customer service department is run so don't try to make it his problem.

Apparently you have some kind of embarressing question otherwise you would have asked it and probably could have been satisfied by now either by UPMAN or one of the hundreds of knowledgable people here.

Based on what you said here, you really don't have a problem or question, but just want to bash customer service, which, lacks in MOST big companies these days.

Just ask your question!

[Highpockets]

Originally Posted by JoeyC

UPMAN is one man who works for a big company. He probably has no control over how the customer service department is run so don't try to make it his problem.

Apparently you have some kind of embarressing question otherwise you would have asked it and probably could have been satisfied by now either by UPMAN or one of the hundreds of knowledgable people here.

Based on what you said here, you really don't have a problem or question, but just want to bash customer service, which, lacks in MOST big companies these days.

Just ask your question!

I see no problem with his posts, he's not happy with Uniden support. Others have posted the same kind of posts and till this day it looks like nothing has changed at Uniden. Why single him out!

[UPMan]

Sorry, but it really is the point.

Customer service will generally help to diagnose whether the scanner is operating properly or not. While some "handholding" is possible, it is not practical to tie up someone for the 30-45 minutes (or more) per call it would take to walk someone through all the definitions, background, and steps it takes to understand how to program a trunked radio system. It would be impossible to staff for that (yet their attempt to take care of as many people as they can to a level that is possible is exactly what makes the wait time long and callback rate low). What makes things more difficult from a support standpoint is that every scanner operates differently based on where you are...which means that in many cases it is virtually impossible for a calltaker to do the research necessary to take care of such specific situations.

So, if it is broken, initiate a repair through the repair link. If you don't know how to program something, read, read, read...and ask questions in open forums where they are typically answered rapidly, knowledgeably, and where the question and answer can help to educate other users. If neither of those options is satisfactory to you, then prepare to be in a long queue. And, if your question is "how do I do something" be prepred to read, read, read...and ask your question in an open forum.

[Highpockets]

Originally Posted by UPMan

Sorry, but it really is the point.

Customer service will generally help to diagnose whether the scanner is operating properly or not. While some "handholding" is possible, it is not practical to tie up someone for the 30-45 minutes (or more) per call it would take to walk someone through all the definitions, background, and steps it takes to understand how to program a trunked radio system. It would be impossible to staff for that (yet their attempt to take care of as many people as they can to a level that is possible is exactly what makes the wait time long and callback rate low). What makes things more difficult from a support standpoint is that every scanner operates differently based on where you are...which means that in many cases it is virtually impossible for a calltaker to do the research necessary to take care of such specific situations.

So, if it is broken, initiate a repair through the repair link. If you don't know how to program something, read, read, read...and ask questions in open forums where they are typically answered rapidly, knowledgeably, and where the question and answer can help to educate other users. If neither of those options is satisfactory to you, then prepare to be in a long queue. And, if your question is "how do I do something" be prepred to read, read, read...and ask your question in an open forum.

I won't get into a back and forth here, his main complaint was he can't get through to talk to a person, and having problems with e-mails. Maybe his problem is important to him, all people act differently with problems and he figured he'd go to whom he thought would give the best answer.

After reading your reply a few times, I think it's worded very poorly for someone that represents a company.

Being a member here for a long time, I know what you have done here on RR and it's appreciated, but, this guy isn't alone when it comes to support, the threads support that.

[rdale]

There's nothing poorly worded at all. It's like calling Microsoft and asking them how to use Word. You aren't going to get it (at least for free.)

[Highpockets]

Originally Posted by rdale

There's nothing poorly worded at all. It's like calling Microsoft and asking them how to use Word. You aren't going to get it (at least for free.)

Look know it all, he stated he needed tech support and info on possibly sending it in for repair. Read, Read, Read, and post in the forum in my book isn't something I would like as a reply. More like try this number, you may have a better chance of getting through or speaking to someone, that's support.

[rdale]

Originally Posted by Highpockets

Look know it all, he stated he needed tech support and info on possibly sending it in for repair. Read, Read, Read, and post in the forum in my book isn't something I would like as a reply. More like try this number, you may have a better chance of getting through or speaking to someone, that's support.

Hmmm...

Originally Posted by UPMan

If you need to send a product in for repair, start at http://repair.uniden.com/repairform.cfm.

Looks pretty clear to me?

[Highpockets]

Originally Posted by rdale

Hmmm...

Looks pretty clear to me?

As I stated above, because your a know it all. Most here on RR know that.

I hope UPMAN contacts the OP by PM and helps this guy, after all he said he tried in good faith, doesn't sound like a wise guy.

[JoeyC]

Originally Posted by Highpockets

I see no problem with his posts, he's not happy with Uniden support. Others have posted the same kind of posts and till this day it looks like nothing has changed at Uniden. Why single him out!

It is not my intention to single out anyone in this thread. Venting is good. My problem is that the OP vented (apparently frustrated) and posted here and someone from Uniden replied and the OP refused the help. That tells me the problem has either been resolved (which he hasn't confirmed) or he's figured it out by doing what the Uniden rep here told him already. In any case, he could have told us that. I'm not aware of any worldwide company that can provide the kind of service some people expect. That is why the internet is full of support forums and groups in just about any subject matter.

[eorange]

A while back, the LED on my PSR-500 fritzed out. So I picked up the telephone, called GRE support, and within 10-15 minutes I was off the phone with a RMA number and a shipping address.

It's safe to say that's all the OP wants too - just a response and the feeling he's been taken care of (and NOT to be told he's going about it wrong, NOT to compare his problem to other irrelevant examples, etc).

Sadly, he'll probably remember the sour phone experience longer than any fix he'll eventually receive.

[W9NES]

Try these numbers 1-817-858-3300 This is the( main switchboard for Uniden). Tell them you want to talk to a supervisor in charge on scanner repair.( Uniden Repair 1-800-235-3874) (Uniden Parts 1-800-554-3988).

[drkatzjr]

Example of Response (That Both Myself and Other Uniden Customers Would Have Respected

By: drkatzjr --Note that this was not written by any representative of Uniden. See note / disclaimer at bottom.
__________________________________________________ ___________________



RE: Six Attempts to Contact Customer Service (See post #1 in Thread)



After reading what you have been through, I would like to sincerely offer you an apology,
as this is not commensurate with how Uniden envisions personal customer service,
Moreover, it is not consistent with what we deem as responsible, empathic support.


You also clearly stated that what was important to you was to speak to a representative
concerning a possible repair need with your scanner. As you stated, attempting to call six times,
without response nor inquiry, in good faith, is simply not acceptable to us at Uniden.


I want you to know that I empathize with what you are articulating. Sometimes we invariably
afford too much attention for the customer to be proactive, especially on discussion boards such
as these.

Saying that, however, I understand that there are many people (ie for whatever reason....)
who have a difficult time negotiating the internet. This reminds me of my grandfather, who
is 75, who would not even understand what Radio Reference is all about, in any approximation.

Uniden wants customers, such as yourself, to be as content as possible with your product,
and we envision only the best outcome for our customers, and support that is prompt, personal,
and proactive.


While it is difficult for us to handle all calls and inquires for repair, this is not an excuse,
nor is paucity of personnel we have for handing customer service calls at present


We are working proactively and diligently to improve a more "personal" and "prompt" means of customer support
and repair, the same you receive with our competitors when attempting to contact them via phone. (GRE, Motorola)
I have called them to test our response, and after investigating, it is clear they offer what you should have been afforded.


Thank you for your feedback, and I want you to know, personally and sincerely, that what you went through...
is not what we would envision for any customer.



--Important Note:--- This was not written by UPMan, nor --anyone-- associated with Uniden. I wrote it (as a customer).in response
to how I would have responded. It represents -my- opinions alone. It was only an example to how I wish I was responded to.