Poor customer service

[John Ferrell]

I believe customer service is the most important dimension of an RC supplier.

  ----- Original Message ----- 
  From: Rcmaster199 at aol.com 
  To: discussion at nsrca.org 
  Sent: Monday, April 28, 2003 7:43 PM
  Subject: Re: Poor customer service


  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
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