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1. 08:14 PM - Re: Re: Last Chance (Jim Crowder)
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I have not had an experience with the Canadian distributor, but I did
recently purchase a Jabiru 3300 from Jabiru, USA. My experience with them
has not worked perfectly, as everything in the firewall forward package for
my Kitfox Series 5 will not be available. As they say, "stuff happens."
Rather than rant about one short coming, I am very pleased with my choice so
far. I will work with them to solve the issue which I will admit was a big
disappointment. However, if I don't always hear back promptly, I will
persist and I am sure I will be happy in the end.
I just attended their weekend engine seminar which, I think will be very
prove to have been helpful. I am certainly no engine expert after it, but I
will say I know more about the Jabiru engine and aircraft engines in general
than I did before. Has every call I made or email sent been answered
immediately? I am sure not, but I never let my request hang. I follow up
an email with a phone call and the other way around. I get to know the
names of the people I talk with or correspond with and address them by name.
I try to be an aggressive but understanding buyer. I just ordered an engine
monitoring package from another company and it was the same thing. We ended
up coming to an agreement and I sent a check this afternoon.
I just ordered some parts from Jabiru USA and I followed up the order with
an email listing once again my needs. Such verbal orders are often
forgotten and I know that this follow up email is likely to help Jabiru USA
do their job.
You see I was in the furniture business for many years and after that a
custom home builder. I can still remember some terrible lapses in execution
on my part. Some of my customers were much better organized than I was. I
have learned a lot from them and a part of that is contained here. If our
list member lets this poor email response he described remove Jabiru from
his engine list, I think he will be making a big mistake. Poor front office
actions are not truly indicative of total company performance, especially
with small businesses.
I am very pleased to have made Jabiru my engine choice.
Jim Crowder
-----Original Message-----
From: owner-jabiruengine-list-server@matronics.com
[mailto:owner-jabiruengine-list-server@matronics.com]On Behalf Of
Kayberg@aol.com
Sent: Thursday, July 12, 2007 10:21 AM
To: jabiruengine-list@matronics.com
Subject: Re: JabiruEngine-List: Re: Last Chance
In a message dated 7/12/2007 9:39:10 AM Eastern Daylight Time,
donmorrisey@hotmail.com writes:
Several months ago, I had an experience with Jabiru Canada, similar to
what Dave G has had.
My inquiries were for the Italian prop they rep. It took three messages
over several weeks to finally get a response, and the response basically
said they couldn't help me and that I should go to the prop maker's website.
Customer service is king. There is no excuse in 2007 not to be up on
communicating via email, and to do it quickly.
There is an excuse. That is what some of us who are in the airplane
business are trying to say. Think about it. If you tried to get a price
on that particular prop from that particular manufacturer, you might well
experience the same 3 week delay. I have. When you try to get a price
from them, it is easy to get the run-around. Ask Pete. He no longer deals
with them.. (not that Sensinich is without sin either).
Oh, they could have said, "we havent heard anything" every other day as
they waited for a response that made sense. But that seems like a waste of
everyone's time.
On a number of items, the dealer is at the mercy of single-point
manufacture. I could tell many stories about that. The fuel tanks we use
are only affordable from one guy. He uses a cell phone and never answers.
Out of the blue we will get a call to meet him at a truckstop on the
interstate and he will have however many tanks he felt like making. Any
other source would be 3 times as expensive and probably as prone to being
unreliable. We hear a lot of bitching about the costs of airplane parts,
but if you want instant service, you should be prepared to pay for it.
Check Cessna and Piper prices.
And finally, there is the phone. We answer it all the time. Sometimes
while we are on a call it goes to a message. But for some reason, the
people who get frustrated with email seem unwilling to simply call, even tho
the number is readily available. I often see people on a Yahoo group
looking for a part that I have in stock....but they wont call me for it even
tho I am the only source. If we have it , we ship the next day (unless it
goes by freight)
Believe me, I know how hard it can be to get stuff for airplanes. We
finally got a kitplane shipment after waiting for 3 months...from a
supposedly reliable shipper! An this was to get it shipped from 5 states
away!!!
None of us want a customer to wait on an email in this day and age. But
trust me, it is going to happen on this level of production and sales. I
know some of you on the list do not want to hear that. But an old adage
suggests, "Make Peace with Reality!"
Doug Koenigsberg
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