Harris/Gates support

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Shane
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Harris/Gates support

Post by Shane » Sun Dec 10, 2017 12:41 pm

Any advice on how to get through to Gates/Harris support on the weekend?
Mike Shane, CBRE
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Deep Thought
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Re: Harris/Gates support

Post by Deep Thought » Sun Dec 10, 2017 1:41 pm

If (888) 840-4622 didn't get you to someone then their "24/7 support" isn't.

You can also try support@gatesair.com.
Mark Mueller • Mueller Broadcast Design • La Grange, IL • http://www.muellerbroadcastdesign.com

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Shane
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Re: Harris/Gates support

Post by Shane » Sun Dec 10, 2017 7:20 pm

Tried both. So far, no love.
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Deep Thought
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Re: Harris/Gates support

Post by Deep Thought » Sun Dec 10, 2017 9:32 pm

How far the mighty have fallen. I got into a little argument with them a couple NABs ago about this very thing. Voicemail is not "24/7 Support". Their response was that their equipment didn't NEED to have someone available 24/7. I decided right then based on that and some previous encounters involving "no we don't support that but I'll be glad to transfer you to sales to buy a new one" never to recommend their products to clients.

Assholes.
Mark Mueller • Mueller Broadcast Design • La Grange, IL • http://www.muellerbroadcastdesign.com

grich
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Re: Harris/Gates support

Post by grich » Mon Dec 11, 2017 10:29 am

My last contact with GatesAir was a Z5CD call a year ago. It was at night, but I don't recall if it was a weekend. Called the same number I have for decades...217-222-8200. Walter called me back in a few minutes.

I remember the days when the guy that answered the phone overnight could talk you through some troubleshooting before passing you along to the next level techs, and could take a parts order.

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Shane
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Re: Harris/Gates support

Post by Shane » Mon Dec 11, 2017 10:57 pm

We did finally get response today. I remember that 217 number now. We’ll make a note of that to see if it’s any better next time.

Meanwhile, I have a new slogan for Nautel: “Next time, Nautel.”
Mike Shane, CBRE
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Scott.Cason
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Re: Harris/Gates support

Post by Scott.Cason » Tue Jan 16, 2018 12:03 pm

I had a similar conversation with a Harris rep. I took them off my spec list. When a station owners wants me to spec a new transmitter for them, it's Nautel or someone else builds it.


Deep Thought wrote:
Sun Dec 10, 2017 9:32 pm
How far the mighty have fallen. I got into a little argument with them a couple NABs ago about this very thing. Voicemail is not "24/7 Support". Their response was that their equipment didn't NEED to have someone available 24/7. I decided right then based on that and some previous encounters involving "no we don't support that but I'll be glad to transfer you to sales to buy a new one" never to recommend their products to clients.

Assholes.
LaGrange Communications - http://www.lagrange-com.com
Froggy 95.9 - http://froggy959.net/

fm-engineer
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Re: Harris/Gates support

Post by fm-engineer » Tue Jan 16, 2018 9:27 pm

Kind of a shame to hear this about Gates because they are a true American company. I like the FAX transmitter, LDMOS amps, etc. I've been told the design was rooted from the military side before the split with Harris. With that being said, my company has moved away from Gates to Nautel. I have an AM Nautel that's been on the air for 11 years except for occasional overnight maintenance. Just keep the air filters changed. Also, getting ready for a new GV FM install. I've had some issues Nautel's low power VS stuff. To be fair, I'm not sure the VS is actually made by Nautel. Their cheaper stuff may be outsourced.

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Deep Thought
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Re: Harris/Gates support

Post by Deep Thought » Wed Jan 17, 2018 12:21 am

Nautel makes the VS series, but some of the innards are OEM'd, mostly the power supplies of which they had a really bad batch of awhile back.
Mark Mueller • Mueller Broadcast Design • La Grange, IL • http://www.muellerbroadcastdesign.com

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