Poor customer service

[Rcmaster199 at aol.com]

All,

Brian is a member of my club in Jacksonville Florida and it has been an 
exasperating experience for him
. He just purchased a new plane to put the engine in 2 months ago and has not 
really gotten any trimming or pattern flying done at all. Brian is a new 
Pattern pilot having competed in a couple Sportsman contests, and the last 
thing he needed was to have this major hic-up happen, leaving a bitter taste 
in his mouth. We all complain about how tough it is to get new people in the 
sport,; well this type of thing kills the desire.

I also feel somewhat responsible since I did the primary convincing that the 
engine in question is the right choice for him. I use the same engine. The 
company in question is well known and has gotten alot of favorable printing 
in our pages and those of Model Aviation. The response he has gotten from 
this otherwise reputable company, has been appalling.

I believe that the next course of action should be straight forward: To avoid 
further embarassment and make ammends, the company should keep the engine and 
should refund Brian his money



Matt Kebabjian

D3 VP


> Subj:Poor customer service 
> Date:4/27/2003 11:21:29 PM Eastern Daylight Time
> From:<A HREF="mailto:auto7832 at bellsouth.net">auto7832 at bellsouth.net</A>
> Reply-to:<A HREF="mailto:discussion at nsrca.org">discussion at nsrca.org</A>
> To:<A HREF="mailto:discussion at nsrca.org">discussion at nsrca.org</A>
> Sent from the Internet 
> 
> 
> 
> How do you get good service from a paticular company, do you have to be a 
> well known 
> pattern pilot?, Do you have to be a district VP?, Do you just have to be a 
> frequent respondent
> to the list with the respect of the list community?, Do you have to live 
> just down the street from
> the company so you can get in there face every other day until they 
> perform? I have owned a business 
> for twelve years and if you spend money with me you get the good service 
> period! I purchased a pattern engine from 
> well known company and now I must say that was a big mistake. I sent the 
> engine back to the company
> for repair after only running one weekend with it before having problems, 
> The engine was sent back
> to the distributor for check out and repair one week before the first 
> district 3 contest in Ocala
> Florida, It is now the week before the Pensacola contest and I am not sure 
> when I will get it
> back and all efforts to have a line of communication with this company has 
> failed, messages get no
> replies, I am told I will get calls back and I don't, I was told "the motor 
> will go back out this week"
> but I never see it {three weeks ago}, I was told this Friday that the motor 
> was ran and the guy that
> ran it wasn't in and that they would call him on his cell and get right 
> back to me, nada, never heard
> back, I am not even sure if he knows who I am and what my problem with the 
> motor is, seems like a standard
> set of blow off lines to me. This motor {excuse me, this company} has 
> caused me to miss the Ocala
> contest, Andersonville GA, and it looks like I am out of luck for the 
> Pensacola contest this weekend. I was
> really looking forward to flying as many contest as I could this year but 
> this company has robbed me of that
> and for that they will loose any future business from me, as a sport flyer 
> just trying my hand at pattern that is 
> all I can do, maybe if I was a top FAI pilot this company would have given 
> better service, then again maybe not.
> I learned a long time ago that in business good customers don't bi*#%h, 
> they just go away!
> I am so agrivated and I thank everyone for listening. 
>  
> Brian Billings
> Orange Park Florida  
> 

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