Where Credit is Due December 2011 Issue

Where Credit is Due: December 2011

Midland Management

I decided to buy the Midland WR-300 weather radio because of its alarm feature that could even wake us in the middle of the night. The problem was that the radio did not receive and provide alerts. I called Midland tech support (www.midlandradio.com), but after being on hold for 25 minutes, I gave up. I later called the company back to let them know there may be a problem with their tech support line and that I was frustrated. I was switched to sales (which answered promptly) and then to Stuart Barber’s voicemail. He quickly called me back and tried to get me through to tech support, but they were simply swamped. Instead of just telling me to try back and after prefacing that he was not a tech support person, Stuart explained that he owned the same radio and would try to help me.

We spent a lot of time going through possible fixes, without success, so he said he’d track down an engineer who would call me back with instructions on how to do a factory reset of the radio. The engineer never called.

I thought I was out of luck, but a few days later, Stuart called to followup. Learning that I had not gotten a call, he forwarded the reset instructions the engineer had emailed him. The reset did the trick, and the radio works like a champ! Even after the considerable time he had already spent with me, Stuart once again followed up to make sure the radio was working properly.

The part of the story I have left out up to this point is that Stuart is the busy director of sales. It is gratifying to know that Midland has management that will spend that kind of time to ensure the satisfaction of the individual customer.

Lee Oppegaard
Wilmington, N.C.

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