RESOLVED: Aircraft Spruce Disappointing Customer Service

Geico266 · #1 09-03-2008, 06:39 AM

After talking to Unison at OSH '08 I bought a Slick kit from AC Spruce (2 mags, 2 harnesses, & 8 fine wire plugs) to replace 2 worn out Bendix mags on my -3. I also had to pay a $300 core charge, and I get $250 rebate from Unison. So far, so good.

After I returned the cores I get a call from AC Spruce saying I would not be getting the core charge or the rebate because I did not include the old harnesses.

I threw them out! No where did it ask for the harnesses back. I looked on the web site, looked through all of the paperwork, I called to get an RMA from Spruce for the cores and they did not mention the harnesses, and looked at Unison's Application chart. No where did it say they needed the harnesses too. No mention of returning the harnesses!

After 5 days of arguing about at least getting the core charge refunded I called Joe at Unison who within 1 NY second said I would be getting the core charge, AND rebate. They toss all of the harnesses anyway.

Joe said; I can't believe Spruce is saying that." Neither could I!

I then called AC Spruce back to give them the word about what Joe said and the said they could not do that! Well, after I talked to the manager of customer service they agreed they could. I then get a call from the AC Spruce web master saying it was his fault that the rebate / core requirements were not on the website.

I have used AC Spruce for 10 years and have never had a bad experience. Aircraft Spruce did make it good, but only after 5 days of constant faxes, phone calls, and e-mails. I am very disappointed in this situation and will be exploring alternatives for my aircraft parts.

Mel · #2 09-03-2008, 06:46 AM

I've been dealing with Aircraft Spruce for over 25 years and never had a problem. They have always been very accommodating.

Mitch757 · #3 09-03-2008, 06:52 AM

Hi Larry,

I bought the Slick upgrade for my RV-4 and was told by Mattituck when I purchased them to send in the wires with the mags.

Mitch Garner
RV-4 flying

L.Adamson · #4 09-03-2008, 07:00 AM

10 years of good experience, and 5 days of bad....

You have to weigh it out....

Personally, I'm now up to 14 years of excellenct service with Aircraft Spruce.

L.Adamson --- RV6A

tmbg · #5 09-03-2008, 07:43 AM

I've had lots of good luck with spruce when I deal locally with the guys in Peachtree City...

I bought a starter from them for my cherokee, installed it, and it turned itself into lots of tiny bits inside the first two blades it pulled through. I immediately pulled it and returned it.

Couple weeks later, the people out in Corona CHARGED MY CREDIT CARD $600 for the starter. Turns out, when I returned it and the guys at the desk in P'tree City filled out the RMA paperwork, they didn't put any times down for installed/removed/in service. Seemed kinda silly to me, since the time in and out was the same, and time in service was 0, but they denied the RMA because of it.

Not that big a deal in the grand scheme of things, and I got it straightened out, but I was VERY upset that they charged my card without my knowledge.

flybill7 · #6 09-03-2008, 08:31 AM

Far too many dealings with Aircraft Spruce over the last 13 years to count. Nothing but good experiences. Just type what I need in the web order page. Three days later it shows up. Sweet!

rv6ejguy · #7 09-03-2008, 09:15 AM

I've ordered dozens of times over the years and had a couple minor problems which were fixed right away at their expense. Generally great service. A couple years ago however, a friend here ordered some 1/4 inch 4130 plate from ACS. What he got was a twisted and bent mess which looked like some trucks drove over it- completely unusable. The box was mint BTW so they shipped it like this.

He phoned them up to complain and was told they would never ship something like that out and that HE must have bent it! He was really mad at this attitude but they wouldn't budge. He never ordered from ACS again and I stopped buying from them as well if I had any other choices.

To ACS and other companies out there- no matter how good your customer service is, be consistent and treat everyone the same. This one case which would have cost them maybe $100 to rectify ended up costing them thousands of dollars to date and probably tens of thousands more over the next 20 years. This sort of nonsense just leaves a bad taste in your mouth. It is just stupid business practice to treat customers like this.

Geico266 · #8 09-03-2008, 12:55 PM

Quote:

Originally Posted by L.Adamson

10 years of good experience, and 5 days of bad....

You have to weigh it out....

L.Adamson --- RV6A

Very true, but you would think the 10 years would account for something. I was treated like a red headed step child. (No offense to anyone with red hair.

)

Quote:

Originally Posted by Mitch757

Hi Larry,

I bought the Slick upgrade for my RV-4 and was told by Mattituck when I purchased them to send in the wires with the mags.

Mitch Garner
RV-4 flying

All I would have needed is directions and I would have sent them back. It was an honest mistake that turned into a bad deal.

Quote:

Originally Posted by rv6ejguy

To ACS and other companies out there- no matter how good your customer service is, be consistent and treat everyone the same. This one case which would have cost them maybe $100 to rectify ended up costing them thousands of dollars to date and probably tens of thousands more over the next 20 years. This sort of nonsense just leaves a bad taste in your mouth. It is just stupid business practice to treat customers like this.

AMEN!

Gary Bricker · #9 09-03-2008, 05:19 PM

I work for a mfg that ships products all over the world and I know for a fact the UPS/FedEX and others rebox after damage. This damaged product should have been handled with the carrier by both the shipper and the receiver.

rv6ejguy · #10 09-03-2008, 07:39 PM

Quote:

Originally Posted by Gary Bricker

I work for a mfg that ships products all over the world and I know for a fact the UPS/FedEX and others rebox after damage. This damaged product should have been handled with the carrier by both the shipper and the receiver.

Nope, the box was mint and covered with ACS tape and packaged as per usual (very well). Anyway how would Fedex bend a sheet of 1/4 inch 4130?

I ship stuff all over the world too via Fedex and this had nothing to do with them. Whoever "sheared" this piece of steel at ASC didn't care and didn't do it right. Maybe they tried cutting it with the aluminum shear and just bent the snot out of it. You can damage a lot of stuff in shipping but 4130 plate isn't one of them. ACS must think customers have nothing better to do with their lives than make stories up and give them grief. Then customer service, who has always been awesome to deal with I might ad, was just plain ornery and uncooperative in this case.