Thirty Below

La log périodique - Tennadyne T-11 - Log Periodic

Ce que vous devriez savoir sur la compagnie Tennadyne et son modèle T-11
(english version below)

La compagnie américaine Tennadyne fabrique des antennes radio de type log périodique. Leur adresse de site web est le: www.tennadyne.com

Ils se trouvent à Alto au Michigan.

J'ai fait l'acquisition d'une antenne Tennadyne T-11 au printemps dernier. Cette page a pour but de donner des informations sur cette antenne et de mettre en lumière des informations qui n'apparaissent pas sur le web. Elle veut donner aux acheteurs potentiels toutes les informations nécessaires pour qu'ils puissent éventuellement faire un choix éclairé.

La compagnie Tennadyne fabrique de bonnes antennes mais certains de leurs modèles (au moins la T-11) présentent des problèmes. De plus, Tennadyne ne semble pas considérer cette situation anormale et elle a, à mon avis, l'un des plus mauvais service après-vente qu'on puisse imaginer.

J'ai conservé ici tous les courriels qui contiennent les éléments rapportés sur cette page. Il n'est pas essentiel de les reproduire ici intégralement pour ne pas alourdir inutilement le document. Le but de la page étant d'abord de donner des informations sur la T-11 et le service après-vente de Tennadyne.

L'histoire débute il y quelques années lorsque j'ai aidé un ami amateur à monter et installer sa log périodique Tennadyne T-12. Par la suite, d'autres amis ont installé une T-6 et deux T-10 et ont été satisfait des résultats. La compagnie semblait offrir un bon service et j'ai alors décidé d'acquérir une Tennadyne T-11 pour couvrir du 20 au 6 mètres. Voir les spécifications de l'antenne: www.tennadyne.com/specs&prices.htm

J'ai fait des recherches sur Internet pour avoir plus d'informations sur la T-11 mais je n'ai trouvé que très peu de document. J'ai donc communiqué avec Roger, le propriétaire de Tennadyne et j'ai commandé l'antenne en avril 2007. L'antenne a été finalement livrée.... à la mauvaise adresse! Elle est en effet arrivé chez un autre amateur de ma région qui heureusement m'a téléphoné pour que je puisse la récupérer. J'ai communiqué avec Roger qui a compris son erreur mais finalement, nous avons tous un peu ris de cette première mésaventure.

J'ai commencé à assembler l'antenne et j'ai du aller chercher quelques boulons de stainless qui manquaient à l'inventaire. Lorsque j'en suis venu à installer le rf choke acheté de la compagnie, j'ai été étonné de réaliser que l'extension du coax était trop court de quelques six pieds. Du connecteur au bout du boom, il manquait six pieds de coax! Un autre appel à Roger qui me dit que ce sont des standards et que je n'ai qu'à connecter ma ligne de transmission avant de monter l'antenne en haut de la tour! Je lui explique qu'il vaudrait mieux mettre l'extension du coax de la bonne longueur pour éviter cet inconvénient majeur. Il convient que j'ai raison et qu'il va m'en faire parvenir au autre au besoin. J'ajoute plutôt une extension de six pieds pour corriger le problème plutôt que d'attendre encore des semaines.

Me voici finalement prêt à faire des test avant de monter l'antenne en haut de la tour. Mes résultats de swr étaient plutôt inquiétants et très haut à certains endroits. Je téléphone de nouveau à Roger qui finalement me demande de lui envoyer des photographies de mon montage. Après quelques échanges, il convient que tout est parfait, de ne pas m'inquiéter et de monter l'antenne. L'antenne en haut de la tour est finalement installée mais les lectures de swr prises avec différents lecteurs sont les suivantes:

Mhz - SWR - Mhz - SWR

14.0 -- 1.9 ; 14.3 -- 1.3
18.08 -- 1.1; 18.16 -- 1.1
21.0 -- 1.1 ; 21.3 -- 1.3
24.89 -- 3.0 ; 24.96 -- 3.3
28.0 -- 1.1 ; 29.0 -- 1.5
50.0 -- 1.2 ; 50.1 -- 1.2 ; 50.3 --1.5; 51.0 -- 2 ; 52.0 --- 3

L'antenne fonctionne bien sur 10, 15 et 17 mètres mais sa résonance est autour de 14.6 Mhz et je me retrouve avec un swr assez élevé dans la partie cw de la bande. Mais le problème majeur apparaît sur le 12 mètres où le swr est de plus de 3!La bande du 6 mètres est utilisable mais uniquement de 50.0 à 50.2 car au-dessus le swr monte très rapidement. Heureusement que c'est la partie de la bande que j'utilise car elle serait aussi hors normes. Les spécifications de la compagnie sont de 1.8/1 de 13 à 55 Mhz!

Puis commence de longues tractations avec Tennadyne pour tenter de corriger le problème et obtenir plus d'informations. Mais il semble que Roger est très occupé et souvent impossible à joindre. Il semble aussi être la seule personne qui travaille chez Tennadyne. Finalement, il convient de tenir une conférence téléphonique avec Chuck, le premier propriétaire et le concepteur de ces antennes. Cet entretien ne s'est jamais réalisé.

Je décide donc de faire des recherches pour trouver d'autres utilisateurs de ce modèle d'antenne et je trouve finalement quelques américains avec qui je prends contact. Ils m'avouent qu'ils ont les mêmes problèmes mais étant donné que l'antenne fonctionne bien sur les autres bandes et qu'ils utilisent des adapteurs d'antenne, ils ont décidé de l'utiliser dans cet état.

J'informe Roger chez Tennadyne du résultat de mes recherches (il apparaît toujours étonné). Je possède maintenant suffisamment d'informations pour affirmer que la T-11 a un problème de design. Roger accepte finalement de tenter de remédier à cette situation anormale. Mais résoudre un tel problème à distance lorsque l'antenne est en haut d'une tour n'est pas chose facile. Tennadyne aurait pu installer une antenne eux-mêmes à la compagnie et faire leurs tests avant de suggérer une solution. On me propose sans plus de formalité de changer le stubb au bout du boom. Cela nécessite de descendre l'antenne. Puisqu'ils sont responsables du problème, Tennadyne propose de payer les coûts de l'opération et nous nous entendons à l'amiable pour un montant forfaitaire de 100$. On m'envoie finalement le nouveau stubb et un nouveau rf choke du format de mon antenne mais cette fois-ci, le rf choke n'a pas d'extension. Je dois finalement attendre un autre mois avant d'avoir finalement les pièces et nous procédons aux changements suggérés par la compagnie. Les résultats sont décevants: aucun changement. Il semble que la longueur du stubb n'aie aucune influence sur la résonance de l'antenne. De plus, à ce jour, je n'ai toujours pas reçu de paiement de Tennadyne pour couvrir ces frais.

Puis vinrent encore des semaines d'attente malgré tous mes courriels et téléphones. Roger revint finalement avec ses excuses habituelles (surplus de travail, perte des courriels, maladie, voyages et j'en passe) et me promet de me faire parvenir une offre qui me satisfera très bientôt. Puis encore de longs silences mais ma patience arrivait maintenant à sa fin. Je décide donc de les informer que je vais prendre les procédures nécessaires pour faire avancer ce dossier auprès de l'Attorney General de l'état et surtout informer la communauté radioamateur de la situation avec la Tennadyne T-11 et de leur service après-vente.

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Roger revient alors subitement avec cette surprenante proposition dont je fais ici un résumé:

Nous allons vous payer les 100$ que nous vous devons.
Désolé, j'étais malade.
Voici ce que nous voulions depuis longtemps vous offrir. Nous aimerions que vous utilisiez votre antenne cet hiver et j'irai personnellement chez vous au printemps pour faire les corrections sur votre antenne. Je vais assumer les frais reliés à l'opération. Si je ne parviens pas à la réparer, nous vous la remplacerons alors par une T-8 ou une T-10 à votre choix.

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Si la proposition semblait alléchante, son analyse montre bien l'absurde de cette proposition. Voici donc une traduction-résumé de ma réponse et mon offre pour clore ce dossier.

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Votre offre est surprenante à bien des égards mais je ne crois pas que ce soit une façon de régler ce dossier. Je crois même que cette offre est tout à fait farfelue. Elle implique que vous devrez voyager du Michigan au Québec, prendre les arrangements pour descendre l'antenne, tenter de la réparer et ce sans aucune certitude de succès. Il me semble que c'est là un gros parie. Vous n'êtes pas sans savoir que ma garantie expire de plus en mai. Pour toutes ces raisons, votre offre est irrecevable.

Je ne vois pas pourquoi vous n'installez pas chez vous une T-11 pour trouver le problème. Pourquoi voyageriez-vous du Michigan pour venir jusqu'à Québec pour chercher le problème sachant que le problème se trouve dans la conception de l'antenne? Le tout me semble tout à fait illogique. Si vous pouvez m'expliquer tout cela, je comprendrais peut-être mieux amis jusque là, j'ai de sérieux doutes sur votre proposition.

Considérant tout le dossier, voici ce que je vous suggère:

- Considérant que vous me devez déjà 100$;
- Considérant les problèmes et le temps investi avec cette antenne problématique;
-Considérant tout ce que j'ai fait pour collaborer dans ce dossier;
La manière la plus facile et la moins dispendieuse serait simplement de m'acheminer une autre antenne d'un modèle équivalent qui n’a pas de problèmes de conception tel la T-10.
- J'aurai à me trouver une autre antenne de 6 mètre;
- J'aurai encore à descendre la T-11, monter et installer une nouvelle antenne;
- Je serais prêt à assumer les frais de douanes et de transport

De votre coté, il ne vous en coûtera que le prix coûtant d'une antenne ce qui devrait être de loin inférieur au coût de venir ici, tenter de faire une réparation hasardeuse en plus des 100$ que vous me devez déjà. C'est une façon simple de régler ce problème. J'espère ainsi retrouver une antenne qui répond aux caractéristiques pour lesquelles j'ai déjà payé.

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J'ai reçu une réponse de Tennadyne le 27 novembre que je laisse dans son intégralité en version originale où on me dit fort poliment de retourner mon antenne à la compagnie et qu'ils verront à la réparer ou la remplacer... un point c'est tout!

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November 27, 2007

Dear Guy Bushaw: (sic)

On 13 April 2007, an order was placed with TENNADYNE for a T11 which was shipped to you
on 23 May 2007. According to our records, we even provided you with a discount of USD 75.00.
Furthermore, we accommodated you by shipping the T11 via the USPS which required
packaging the T11 within two (2) boxes instead of our normal one (1) box. We felt it was just
another example of our customer service as shipping this way was a benefit to you only as it
provided you with less cost in shipping charges/custom fees. We were more than happy to do
this for you. A Choke was also included in the shipment at no charge to you. Later, you stated
that you wanted to have the pigtail length of the Choke to be longer. We consequently
manufactured another Choke, custom designed according to your specifications, and shipped it to
you at no charge for either the custom choke or shipping.
During the past several months, you have registered a complaint regarding your T11 indicating
that you are having high SWR on only one (1) of the five (5) designed Amateur Radio Frequency
Bands. We, at our cost, sent you a replacement Shorting Stub. You indicated that replacing the
Shorting Stub did not affect any change for the 12 meter band. We volunteered to compensate
you USD 100 to offset the lift charge.
You have indicated that it is of your opinion that the antenna is defective and demanded that
TENNADYNE replace the T11 with a T10. You also indicated that if we replaced your T11 with
a T10, (whose cost is higher than the T11), you would not publish negative comments.
In response to your concern as to TENNADYNE providing you with a defective product, we
would like you to review our LIMITED WARRANTY. Paragraph two states:“If a customer
believes that a product is defective, the customer may, within such one-year period, return the
entire product to TENNADYNE at TENNADYNE’S factory, all shipping charges pre-paid by the
customer. If the product was defective, TENNADYNE will at its option and expense repair or
replace the product and will at its expense return the repaired or replaced product to the
customer, in a manner selected by TENNADYNE, at the address from which the customer sent
the product to TENNADYNE.”
TENNADYNE extends our apologies for the inconvenience to you in this matter; however,
according to the above, we have faithfully accommodated your concerns as best we can; but still,
without satisfaction on your part. Therefore, TENNADYNE suggest that you follow through
with Paragraph Two of our LIMITED WARRANTY and it will be honored.
Sincerely,
TENNADYNE, LLC
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Voici la réponse transmise le même jour qui remet les éléments de leur lettre dans le contexte:

Je leur mentionne poliment que je vais tester leur «garantie» auprès des autorités et que je vais me faire un devoir d'informer la communauté radio amateur de cette saga via cette page web..
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Tennadyne Compagny,

Here is my answer to your documents called:
Guy Bushaw.pdf
received on November 27, 2007

First my name is actually Guy Bouchard

(First paragraph of your document)
The order that I placed at Tennadyne last April 2007 was the result of many previous communications and the agreement that we had reached included the rf choke. I did pay for all the customs fees and shipping for the two boxes. I still have all my receipt here. You may have forgotten that the antenna was shipped to the wrong address! Fortunately, the other amateur who received the antenna didn't keep it. He called me instead, and I had to go pick up my antenna at his house. Is this what you call good service to start out with? In addition, the rf choke didn't match the boom length so I then had to add a six-foot extension to it. Eventually, when you had to ship another stub to fix the problem with the antenna, you shipped another choke and that time it had no coax extension at all. I waited another month to finally get the correct rf choke.

(Second paragraph of your document)
After getting in touch with other T-11 users, I informed you that I was not the only one with that problem with Tenandyne T-11. You suggested replacing the stub to fix the problem at your own expense. We were the ones who did all the work here again to try to fix this problem. Unfortunate, it did not work at all. I have never received any financial compensation.

(Third paragraph)
Since you can't fix this problem with the T-11, you should send me an antenna that has been tested carefully . If you have a T-11 with the right design, I will be more than happy to change it. If not, I would accept the T-10, which is the model that is closest to the one I bought.

(Fourth paragraph)
All companies have to respect their guarantees and all products have to meet the specifications of the company. If you want to move on with this matter, we will see what the Attorney considers to be the obligations and rights of both parties. I am ready to test the rules. Antennas as you know are not like a pair of jeans. Taking down an antenna from the top of a tower and packaging it up and sending it back is not simple. You already admitted that this antenna has a problem and you have even tried to fix it by asking me to change the stub. Now you are asking me to send back the antenna to see if the product is defective. You have the choice of starting a long procedure or fixing the problem right away at a minimal cost. It is up to you.

(Fifth Paragraph)
I accept your apologies but this doesn't fix the problem. I bought a product that does not meet your specifications. I have been more than patient with this issue and have collaborated with all the suggestions that you came up with. Our relationship has always been courteous. Unfortunately, you have not come up with a solution that is satisfactory. You still own me 100$ for the work we did on the antenna here. If you don't have any other solutions, I will proceed with my last recourse which is resorting to legal procedures. I am also aware that ham communities should know about the problem with the T-11 and the way you have acted with this issue. Web sites are fortunately available to carry information quite rapidly. I have kept all my mail. I will also include your last letter in pdf as your last offer. This will be an information page, nothing to be rude… just straight information. We will then let the rest of the ham community decide for themselves if they still want to give your antennas and company a try.

Yours truly,

Guy Bouchard
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Le 28 novembre, je reçois une nouvelle offre de Tennadyne. Cette fois, en plus de vanter les mérites et le bonne réputation de la compagnie, on m'offre de payer les frais de transport de mon antenne. Voici leur lettre en version originale:

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28 November 2007

Mr. Bouchard:

TENNADYNE has a solid reputation of over 25 years based on 100 percent support of
our product. We too desire to resolve this issue in a fair and equitable manner.

TENNADYNE did offer to help pay the lift expense (USD 100) for your antenna work.
Please send us the invoice from the company that you used and we will forward the
money to you immediately.

TENNADYNE will stand behind the warranty of our antennas. Please return the T11 to
us as per the warranty. TENNADYNE in turn will compensate you USD 61.00 to offset
the shipping charge (as per our warranty, it is the buyer’s responsibility to pay for return
shipping).

TENNADYNE will field test and certify that the T11 is working according to
specifications. SWR charts will be provided.

TENNADYNE will then return the T11 to you. Shipping charges will be paid by
TENNADYNE.

If you agree to the above, be advised and for the record, TENNADYNE thus far has
compensated you USD 370.00 through discounts and services. This includes a T11
discount of USD 75; two (2) Chokes; shipment of two (2) Chokes; Shorting Stub;
shipment of Shorting Stub; lift charge and finally the USD 61.00 to return the T11.

Best regards,

TENNADYNE
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Voici aussi la réponse transmise le même jour et qui explique pourquoi cette offre est encore irrecevable. Je leur explique aussi que l'opération est maintenant périlleuse puisque c'est l'hiver ici et qu'ils auraient du faire cette demande dès juin dernier alors que je leur avais signalé le problème et ce avant même de monter l'antenne. Je termine en leur demandant de répondre à ma demande et de remplacer mon antenne par une antenne équivalente qui réponds aux normes pour lesquels j'ai payés. Si ils veulent de plus que je leur retourne la T-11, ils devront aussi payer pour le montage et le démontage en pluis des frais de transports; cette décision leur appartient.

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This is a response to your letter sent on November 28 entitled:
Guy Bouchard.pdf

First paragraph
I am very surprised that a company with such a reputation would treat its customers this way. Each of your correspondence seems to emphasize more and more contradictions than the one before. You don’t seem to understand that you have a problem with the model of antenna (T-11). As far as I’m concerned, I only have an antenna that doesn't work the way it should. I will just have to take it down next spring and put something else up and everything will be fine here. But, as a company, you have to take care of the problem with the T-11 without which, you will have to live with the consequences and you may lose your so called "perfect reputation". So, if you really think that you don't have a problem, than just drop it right now. This will save us both our precious time. If you do realize that you have a problem, it is now your last chance to take care of it seriously.

Second paragraph:
If I had hired a company to put down the antenna, the cost would have been probably 500$. I hired a local handy man who luckily charged me only 100$ and my friends and I helped them. This was already clearly explained to Roger and he agreed to that. I can give you the person’s callsign (VE2SIG) and you can call and check with him. When Roger offered that amount, never did he mention the need of requiring an official company with an official bill. So, be honest and stick to your word.

Third and fourth paragraph
Tennadyne should have tested its antennas before shipping them. We all know now that you have a problem with the design of the T-11 not only with mine but probably with all of them. I have found other hams in the USA who own a T-11 and they have the same numbers. I already sent their callsigns to Roger. Before I put up the antenna, I called and wrote to (Roger) Tennadyne and I gave him all my numbers (SWR). I also sent pictures of the whole set up and expressed my concerns. The answer should have been right at that moment: "send it back, there is a problem with the antenna and we are shipping you another model since we need to work on that model". I still have all the e-mail exchanges at that moment and I can prove this. "Your answer was put it up it will be all fine".
Why did you wait six months to ask me to send back the antenna? The only solution you have to propose was to change the stub... and we know the result. Roger offered me a telephone conference with Chuck (who designs these antennas) to figure out what the problem might be. I waited for weeks for that .... it has never happened!
Currently, there is 2 feet of snow in my yard and it is -10C. Taking down the antenna right now would be a risky adventure (dangerous for the antenna and dangerous for us). In addition, I will probably spend many months completely without any antenna at all. Putting back up the antenna may be even impossible here before spring. Your offer, and any other kind of offer, is not acceptable at this point. You should have asked for this before I put the antenna up the first time.
If you don't believe that this antenna has a problem and if you really want to work on this one in particular, my request would be different. I will send this antenna back to you only if you first send me another one to replace mine and only if you pay for all expenses related to the problem, which includes taking down this antenna again, putting up the new one, paying all shipping fees including customs and of course the 100$ that you already owe me for the change of the stub. If you don't agree with this expensive option, my first offer still stands: send a new antenna and I will pay for the shipping. It is your choice.

Paragraph 7
It would be nice if you avoid this kind of "politicians behaviour". Our exchange so far has been "human"; keep it this way.

Important
Please consider this to be my last communication with you if you don't agree with my solutions. Don't spend your time and mine with a tricky unrealistic solution. The only word necessary now is "yes" or "no". If "yes", you will have to proceed before 2008 since my guarantee expires in May 2008 and I certainly don't want to wait till then to get what I have paid for. If "no", fine. I will proceed on my side. This doesn't take long so, if no answer by tomorrow night, I will consider that this is a "no". It is really regrettable to come to that point. Our hobby doesn't deserve any of these kind of situations.

Your letter and my answer will also appear on my web page to be sure that all readers will have access to all the information in order to decide for themselves. I will include all major correspondence will Roger, which will bring more elements of information about the situation and how this whole thing happened. I can't be more clear (sorry for my poor English writing).

Yours truly

Guy Bouchard

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Le 29 novembre au matin, nouvelle lettre de Tenadyne! Il est surprenant comment les événements se bouscoulent lorsqu'on en prend les moyens. C'est dommage de devoir acculer les compagnies au mur et les menacer pour qu'ils montrent signe de vie. Cette fois, on me dit qu'il ont émis finalement un chèque de 100$ et qu'ils rembourseront le prix d'achat de mon antenne à sa réception à la compagnie et éventuellement les frais de transports. Ma garantie est étendue jusqu'à la réception de mon antenne à la compagnie.

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29 November 2007

Mr. Bouchard:

TENNADYNE has today, issued you check number 1672 for USD 100.
TENNADYNE will promptly refund your purchase price of USD 800 once
TENNADYNE has successfully received the T11 and it is in reasonable condition.
TENNADYNE will furthermore reimburse you for any shipping charges you will incur in
the return of the T11.
TENNADYNE will extend the warranty of the T11 until the T11 has been successfully
received at TENNADYNE.
Best regards,
TENNADYNE

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Ma réponse:

Answer to Tennadyne letter entitled:
Guy Bouchard 29 November 2007.pdf

Tennadyne,

Tennadyne’s offer here is finally more than an honest offer for a customer who bought a product and is dissatisfied with the result and performance. However, Tennadyne still hasn’t taken any consideration for the fact that the problem is not with a dissastified customer but with the model of the antenna that was sold to the customer. Tennadyne still doesn’t want to admit that there is an overall problem with the design of the T-11. Tennadyne seems to be ready to pay more money than what I have already asked for! Why? Why suddenly would Tennadyne offer me reimbursment for my antenna? It looks now like Tennadyne would like to completley erase that transaction and forget completley about the six months of work, problems and hours trying to reach them and trying to fix my problem. If Tennadyne had no other choice and no other option than this one, that would be an issue. But Tennadyne has the possibility of sending me what I have paid for, that is, an antenna that has been tested and that works according to their specifications without having to penalize the customer even more than what has already occurred. Why not consider the optionthat I’m proposing? If Tennadyne absolutley wants to have my T-11 for in depth testing, I can send it back as I indicated in my offer of November 28.

Let me summarize Tennadyne’s proposition here: they want me to take down my antenna this winter or next spring at my expense and to ship my antenna to them. Eventually, if I believe Tennadyne and if no problems occur, Tennadyne agreed to reimburse me for the price of my antenna and the shipping of the antenna. During all that time, I will have no antenna in my tower. Once Tennadyne’s cheque is received (if ever), I will have to send it back to Tennadyne so that I can order an equivalent antenna that has no design problem like the T-10. I will then have to wait again, pay the shipping and the customs again and finally, put up the new antenna again!!! For these reasons, Tennadyne’s offer is still unacceptable and Tennadyne is trying to hide the real numbers. In addition, Tennadyne is not trying in any way to keep the customer satisfied even though the customer has been willing to cooperate with all the tests asked for by the company.

Why would a company be ready to pay 100$, plus 800$, plus shippping cost to get my used antenna? Why not send me right away a new antenna which will cost you a few hundred dollars and will make the customer satisfied? Tennadyne won't have to pay the 100$, won't have to pay any shipping or customs and won't have to buy the used T-11 for 800$. If Tennadyne wants my T-11 absolutley for further testing, they can use my offer as indicated in my letter on November 28.

I will not change that very clear and very reasonable request:
Because of a design problem with their antenna T-11, Tennadyne should replace at his own cost this antenna by an equivalent without penalizing the customer more than he has already been penalized. The option is very clear and remains the same.

Best regards,

Guy Bouchard

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Voici une traduction qui résume ma réponse en date du 29 novembre.

L'offre de Tennadyne peut encore ici paraître fort généreuse et elle le serait si elle avait vendu un item à un client qui n'en serait pas satisfait pour des raisons personnelles. Mais Tennadyne refuse toujours d'admettre que ce n'est pas le cas ici. Le problème concerne le design d'un de leur produit, vendu sans avoir été convenablement testé. Et dans pareil cas, ils doivent remplacer ce produit par un produit équivalent sans pénaliser davantage le client .

Résumons la proposition de Tennadyne: Tennadyne voudrait que je descende mon antenne cet hiver ou ce printemps et que je leur envoie le tout bien ficelé. En retour, il m'enverrait un chèque de 800$ plus les frais de transport. Je prendrais alors ce chèque et je leur retournerais pour qu'il m'envoie une antenne qui n'a pas de problème et qui est dans les mêmes prix tel une T-10!!!! Je paierais encore des frais de transport et de douanes (environ 175$) en plus de devoir démonter et remonter la nouvelle antenne à mes frais! Je passerais de plus probablement plusieurs semaines ou mois sans aucune antenne dans la tour. Jaurais perdu dans cette échange quelques centaines de dollars en plus de tout le travail requis aux installations, ajouté à tous les problèmes vécus depuis six mois avec Tennadyne et je serais pénalisé sans antenne pour une période indéterminée quand la faute est attribuable directement au design de leur antenne!! Dans le climat actuel et au point où nous en sommes, j'ai des sérieux doutes sur leurs volontés réelles et encore une fois, cette solution, quoique en apparence généreuse, cache les vrais chiffres et ne tente d'aucune façon de satisfaire le client.

Pourquoi ne pas tout de suite me faire parvenir alors une T-10 qui ne coûterait que le «prix coûtant » soit 300 ou 400 $ ? Tennadyne épargnerait ainsi le chèque de 100$, leur chèque de 800$, les frais de transport et de douanes pour le retour de la T-11 ce qui fait facilement dans les 1000$. Comment comprendre qu'une compagnie préfère débourser au moins 1000$ pour obtenir une antenne usagée avec un problème de design plutôt qu'une de leur antenne leur coûtant autour dee 400$. De plus, elle veut pénaliser son client et le laisser complètement sans antenne pendant une longue période? Si Tennadyne tient à recevoir ma T-11 pour faire des test approfondies ou pour je ne sais trop quelle raison, elle peut toujours utiliser l'option présentée dans ma lettre du 28 novembre soit de me faire d'abord parvenir une nouvelle antenne de remplacement et en payant les frais de renvoie de ma T-11.

Malgré leurs efforts pour essayer de résoudre à leur manière le problème, la solution demeure inacceptable puisque son acceptation signifie d'oublier tous les ennuis vécus avec cette antenne, le travail de montage et démontage et le dossier en général sans compter que le fameux montant est conditionnel à la réception de l'antenne dans des conditions acceptables. Après tout ce que j'ai vécu, puis-je prendre cette promesse de paiement au sérieux? En d'autres mots, on veut effacer cette transaction et balayer le tout comme si je n'avais jamais acheté leur antenne. De mon coté, je veux que Tennadyne me fournisse une antenne qui répond aux spécifications pour lesquelles j'ai payé et, c'est là le point important, ils sont en mesure de le faire simplement en me faisant parvenir une autre antenne d'un autre modèle déjà testé. Dès lors, s'ils le désirent, je leur retournerai alors la T-11 aux conditions mentionnées dans mon offre du 28 novembre.

Ma demande justifiée et raisonnable demeure donc:
À cause d'un problème de design avec un modèle de ses antennes, Tennadyne doit remplacer à ses frais cette antenne par une antenne équivalente sans pénaliser davantage le client. Cette demande est tout à fait simple et claire et la solution est on ne peut plus évidente. (voir la solution proposés dans les lettres du 27 et du 28 novembre)

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En conclusion:

Tennadyne se retrouve depuis quelques jours devant un fait accompli et ils savent que j'ai des raisons honnêtes d'être insatisfait de leur antenne et de leurs services. Devant l'urgence de la situation, on s'occupe d'éteindre ce feux au plus vite avant qu'il ne cause des dommages. Tennadyne par ses offres répétées toujours plus alléchantes les unes que les autres font monter l'enchère et achète lentement mon silence. Ont-ils fait de même avec plusieurs autres clients?

J'ai fait parvenir les documents à l'Attoney General du Michigan et j'ai écrit cette page pour informer les radioamateurs de la situation que peuvent vivre certains clients de Tennadyne.

J'ai cru pendant longtemps être le seul client qui avait des problèmes avec Tennadyne mais une recherche sur le web m'a mis en contact avec d'autres clients qui ont aussi eu des moments difficiles avec cette compagnie. Plus près de moi, ici au Québec, VE2TG a commandé un élément de rechange pour sa log périodique sur six mètres. Il était prêt à payer l'élément et tous les frais. Il a appelé et écrit à maintes reprises. Au bout de 8 mois d'attente, il s'est fabriqué lui-même un élément de remplacement! C'est là tout un service après vente!

La T-11 est toujours une antenne disponible sur le site de Tennadyne malgré le fait qu'ils connaissent le problème de conception.

Alors, si vous décidez d'acheter une Tennadyne, choisissez un modèle déjà testé par un ami et priez pour ne pas à avoir recours au service après-vente. Vous pourriez vous retrouver avec une histoire comme la mienne.

La radio est un hobby magnifique et cette mésaventure ne m'empêchera pas de continuer à être passionnée pour cette activité. Je vais installer une nouvelle antenne au printemps oublier cette mésaventure. Tant qu'on pourra dire «DX is», il y aura des merveilleux contacts à faire et des gens merveilleux à qui on pourra dire meilleurs 73's.

Guy
VE2QRA
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Mise à jour du 20 décembre 2007

Depuis que j'ai signifié à Tennadyne que je mettrais cette page en ligne, j'ai coup sur coup reçu trois offres qui apparaissent ci-haut et depuis la parution de la page, j'ai reçu le montant de 100$ qu'il me devait depuis septembre et VE2TG a subitement reçu l'élément pour son antenne de six mètres qu'il réclamait depuis 8 mois! Il semble donc que cette page a eu au moins le mérite de faire bouger les choses. On verras ce que l'avenir nous réserve.

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What you should know about the Tennadyne Company and their Log Periodic model T-11

Tennadyne Company builds log periodic antennas and their web site is located at www.tennadyne.com
They are based in Alto, Michigan USA.

I have decided to put up this page after buying an antenna from Tennadyne. I think it is important that hams interested in buying an antenna from this company be made aware of certain information before making their decision to buy one. Tennadyne does build some good antennas. However, some of their models, (at least the T-11), have certain problems and the company doesn’t seem to care about fixing those problems or about making sure that the customer is satisfied after purchasing one. I feel that this has been one of the worst customer service relationships I have ever experienced with any company in my entire life.

The excerpts that appear on this page about Tennadyne have been taken verbatim from emails that I received from Roger (the company owner) himself. The only complete email that I have included is the one concerning his final offer. The purpose is to provide those interested in buying products from Tennadyne fair information about the Company and the T-11.

The story starts many years ago when a friend of mine bought a T-12. I helped him to install the antenna and everything was fine and he is still happy with his antenna. Later, three others friends bought respectively a T-6 and two T-10s and again, everything went quite well and everyone is happy with their results. Since the company seemed to be making good antennas and service at a reasonable price, I decided it was time for me to also get a log periodic and I chose the Tennadyne T-11 covering from 13 to 55 Mhz. (see the specifications on Tennadyne web site: www.tennadyne.com/specs&prices.htm )

I searched the web to get more information from other users but didn't find much. I talked directly with Roger, the company owner, to find out more about the antenna, and I decided that this was my best bet. That was in April 2007.

First, the antenna was shipped in June to the wrong address. Fortunately for me, the ham radio operator who received the antenna knew me and that I was expecting an order. So I went to his place and picked up my antennas. I called Roger and found out that he made a mistake and we all laughed about it since that whole mix up ended up without too many inconveniences.

I slowly started to build the whole antenna. The material sent did not include enough nuts and bolts but I managed to be able to find some good stainless ones in town. I also bought the rf choke from the company and when I installed it, I realized that the coax extension was not long enough to reach the middle part of the boom and of course the coax coming from the shack was also too short! It was about 6 feet too short! I called Roger again and this time his explanation was that all rf chokes were made the same length and if mine was not long enough, I only had to add an extension or put the antenna with the main coax already attached to it!! I explained to him that he should make these extensions the right length for standard 24-foot booms rather than an average length that doesn't fit the length of your boom. I was very surprised but again, I tried to go with the flow and add a 6-foot coax extension to be able to reach it from the tower when the antenna was put up.

Finally I was ready to do some tests before putting it up. Some swr readings that I got when testing were strange and I decided to call Roger at the company to get his advice about the problem. .I knew I hadn’t made any errors since I had already built and tested three of these logs before. I sent some pictures to Roger via e-mail and after checking the whole thing, Roger told me that this was normal and that it should be all fine when I put the antenna up at 50 feet in the air ....which I did. Unfortunately, all the readings were the same. I ended up with these numbers:

Mhz - SWR - Mhz - SWR

14.0 -- 1.9 ; 14.3 -- 1.3
18.08 -- 1.1; 18.16 -- 1.1
21.0 -- 1.1 ; 21.3 -- 1.3
24.89 -- 3.0 ; 24.96 -- 3.3
28.0 -- 1.1 ; 29.0 -- 1.5
50.0 -- 1.2 ; 50.1 -- 1.2 ; 50.3 --1.5; 51.0 -- 2 ; 52.0 --- 3

So the antenna was great on 17, 15 and 10 meters but had perfect resonance around 14.6 Mhz which brought the swr on 20 meter quite high in the low part of the band. But the major problem occurs on 12 meter where I ended up with a swr over 3! The resonance was found around 24.2 Mhz where I found around 1.5 swr which would be in the antenna specification. The 6 meter band was good on the low part of the band but unusable higher than 50.7 Mhz. Fortunately, we use the lower part most of the time but I found that this was not normal since it should cover till 55 Mhz under 1:8 of swr as in the company specification.

This is when the situation became terribly frustrating trying to reach someone at the company. It seems like Roger is the only person who works there and he suddenly became unreachable. When we finally exchanged some e-mails, I realized that he had no explanation for those numbers. I asked about the readings from others users and I also asked for more information but all I got was: we will get back to you with a solution. Roger finally told me that he would set up a telephone conference with Chuck, the first owner of the company and the designer of these antennas. This has never happened.

I really searched the net to try and find other users of the T-11. The antenna doesn't seem to have been sold to many people and it was hard to locate them. Finally, I came into contact with some ham operators in the States who confirmed to me that they had the same problem especially on 12 meters. They knew that the antenna was not in true to the specification but since it was fine on most of the bands and usable with a tuner on the other bands, they decided to settle with it that way.

I informed Roger (he always acted surprised) about these facts since I was now sure that the model T-11(or at least many of them) had a design problem. Roger finally agreed and was ready to make a correction. Fixing a problem like this is not easy when the antenna is up 50 feet in the air especially if the company Tennadyne itself doesn't know what the problem is. Finally, his solution was to take the antenna down and change the stub at the end of the boom. When he sent me the new stub, he sent me another rf choke at my request but this time the choke had no extension at all! I called him again and he finally sent me another one with the right length weeks later. This operation finally took place in October and took us a whole day. Roger had already agreed to pay me 100$ to cover my expenses for this operation since he acknowledged that this was a problem with the antenna. I am still waiting for that payment.

The result was very disappointing: there was absolutely no change in the swr readings on all bands! It seems that the length of the stub has no effect on this antenna!

After that, there was absolutely no news from Roger again for weeks despite my calls and my emails. He finally came back to life (he always has a good excuses: sick, travelling, busy, etc.. etc..) and promised to get back to me with an offer that should be acceptable to me. Again, silence for weeks. My patience was wearing thin. I decided that this was enough and sent him a note to inform him that I was going to put this story on the web and send all my receipts with the company guarantee and all the facts about the antenna including all the correspondence to the Attorney General of the State to force the Company to respect the guarantee.

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Roger immediately got back to me and here's his offer:
"We will indeed pay you the USD 100. No problem.
I have been really really sick. Not an excuse but the facts. Only this week do I feel better to be here.
Here is what I wanted to pass along to you a while ago. We would like you to use your T11 as all bands except one works throughout the winter. When spring comes and things are a little warmer, I personally will come to your QTH to work on your T11. I again will pay for any lift charge. If the results are not to your satisfactory, we will replace it at no charge with either a T8 or T10....your choice....but, as of this writing, we feel the results of this work will resolve the swr issue."

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This offer first sounded fair and honest but since I have had so many problems with Roger since the beginning of this story, I thought about it and wrote back to him with my answer and my opinion and request concerning his offer:
"Your offer is surprising in many ways and I'm not sure if this is the best way to resolve the problem. I even think that this is almost a crazy issue. I think your offer includes a lot of travelling, problems and expenses without any guarantee that this will work."
"You also know that next spring, the guarantee on the antenna will have expired. This also involves keeping the file active. This should have been resolved a long time ago. For all these reasons, your offer is not acceptable for me.

I don't see or understand why you haven't put up a T-11 at the company (or anywhere else) to test it and find out what the problem is since you know that I am not the only one to have this problem and this appears to be a problem with the design of the antenna itself. Why would you want to travel from Michigan to Québec to correct the problem? This seems absolutely unrealistic. If you had any reasonable explanation for all this, I would understand your offer better. But until then, I have more than serious doubts about your solution.

So, considering all that has happened from the beginning and the current situation, here are my suggestions for you to put an end to this situation once and for all:
- Considering all the problems I have had (starting with the antenna shipped to the wrong address, the choke and the characteristics of the antenna) and the incredible amount of time I have spent dealing with you and using an antenna that has not been as it should be;
- Considering that I have done my very best to try to collaborate and even take down the antenna to change the stub;
- Considering that you already owe me 100$;
The easiest and cheapest way to resolve this situation would be to ship me another antenna that has been tested, like a T-10.
I will have to buy a 6 meter antenna since the T-11 was covering that band and the T-10 won't.
I will also have to take down the T-11 and put up the T-10 (other expenses that I will have to cover, plus a lot of work again)
I am ready to help pay for the shipping and customs fee.

For you, this will only cost you the “cost price” of your T-10, which must be a lot less than sending me 100$ now, paying all expenses for coming here next spring, paying all expenses to take the antenna down and put it up again, work on the antenna and still not be sure that this will make any difference!
This is an easy way for you to resolve this problem at a very low cost. Some would say that I should ask for more but my goal is not to be a difficult customer; I just want to get what I should have gotten when I first bought this antenna. "
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I received a typical letter from Tennadyne on November 27

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--November 27, 2007

Dear Guy Bushaw: (sic)

On 13 April 2007, an order was placed with TENNADYNE for a T11 which was shipped to you
on 23 May 2007. According to our records, we even provided you with a discount of USD 75.00.
Furthermore, we accommodated you by shipping the T11 via the USPS which required
packaging the T11 within two (2) boxes instead of our normal one (1) box. We felt it was just
another example of our customer service as shipping this way was a benefit to you only as it
provided you with less cost in shipping charges/custom fees. We were more than happy to do
this for you. A Choke was also included in the shipment at no charge to you. Later, you stated
that you wanted to have the pigtail length of the Choke to be longer. We consequently
manufactured another Choke, custom designed according to your specifications, and shipped it to
you at no charge for either the custom choke or shipping.
During the past several months, you have registered a complaint regarding your T11 indicating
that you are having high SWR on only one (1) of the five (5) designed Amateur Radio Frequency
Bands. We, at our cost, sent you a replacement Shorting Stub. You indicated that replacing the
Shorting Stub did not affect any change for the 12 meter band. We volunteered to compensate
you USD 100 to offset the lift charge.
You have indicated that it is of your opinion that the antenna is defective and demanded that
TENNADYNE replace the T11 with a T10. You also indicated that if we replaced your T11 with
a T10, (whose cost is higher than the T11), you would not publish negative comments.
In response to your concern as to TENNADYNE providing you with a defective product, we
would like you to review our LIMITED WARRANTY. Paragraph two states:“If a customer
believes that a product is defective, the customer may, within such one-year period, return the
entire product to TENNADYNE at TENNADYNE’S factory, all shipping charges pre-paid by the
customer. If the product was defective, TENNADYNE will at its option and expense repair or
replace the product and will at its expense return the repaired or replaced product to the
customer, in a manner selected by TENNADYNE, at the address from which the customer sent
the product to TENNADYNE.”
TENNADYNE extends our apologies for the inconvenience to you in this matter; however,
according to the above, we have faithfully accommodated your concerns as best we can; but still,
without satisfaction on your part. Therefore, TENNADYNE suggest that you follow through
with Paragraph Two of our LIMITED WARRANTY and it will be honored.
Sincerely,
TENNADYNE, LLC
---------------------------------------------

Here was my last letter for them:

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Tennadyne Compagny,

Here is my answer to your documents called:
Guy Bushaw.pdf
received on November 27, 2007

First my name is actually Guy Bouchard

Yours truly,

Guy Bouchard

Guy Bouchard
VE2QRA

-- ------------------------------------------

Le 28 novembre, je reçois une nouvelle offre de Tennadyne. Cette fois, en pksu de vanter les mérites et le bonne réputation de la comagnie, on m'offre de payer les frais de transport de mon antenne. Voici leur lettre en version originale:

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28 November 2007

Mr. Bouchard:

TENNADYNE has a solid reputation of over 25 years based on 100 percent support of
our product. We too desire to resolve this issue in a fair and equitable manner.

TENNADYNE did offer to help pay the lift expense (USD 100) for your antenna work.
Please send us the invoice from the company that you used and we will forward the
money to you immediately.

TENNADYNE will field test and certify that the T11 is working according to
specifications. SWR charts will be provided.

TENNADYNE will then return the T11 to you. Shipping charges will be paid by
TENNADYNE.

Best regards,

TENNADYNE

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This is a response to your letter sent on November 28 entitled:
Guy Bouchard.pdf

Paragraph 7
It would be nice if you avoid this kind of "politicians behaviour". Our exchange so far has been "human"; keep it this way.

Yours truly

Guy Bouchard

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On November 29, a new letter from Tennadyne!
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Here's my answer to November 29 letter

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Answer to Tennadyne letter entitled:
Guy Bouchard 29 November 2007.pdf

Tennadyne,

Best regards,

Guy Bouchard

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I have run out of patience. I have sent all documents to the Attorney General of Michigan and put up this page to give all hams a chance to know what kind of service you may get from Tennadyne and what you need to do to finally get a straight basic offer.

I thought I was the only one who had been throught any problems with them till I found a couple of hams who also have had very bad experiences with them. Around here, VE2TG has been asking to buy one element from him that broke on his antenna. He is ready to pay for it; he phoned, e-mailed, did everything possible. After 8 months he gave up and went to a machine shop to build himself one!

Tennadyne still has the T-11 on his web site as an available antenna and they are acting just like they don't know anything about all this.

So if you buy an antenna from Tennadyne, be sure to get a model that has been test by a friend near you and just hope that you do not have to ask for any service, parts or anything else thereafter. You may end up with a story like mine.

Ham radio is a hobby and this will not discourage me regarding my passion for radio. I will put up a new antenna next spring and put this story behind me. Since "DX is", there must be millions of good hams to talk to around the globe and those are the ones who deserve our best 73's.

Guy
VE2QRA

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Updated December 20,

Since I informed Tenadyne that I would put this page up, I have received three offers from them (see letters above on this page) and since the publication of the page, I received a cheque for 100$ as promised by them. In addition, VE2TG suddenly received a single element for his 6 meter beam which he had ordered and claimed many times over the last 8 months. It looks like this page is helping to get things done. So we will keep updating this page if any other major developments occur.