Internet orders from Aircraft Spruce

Bob Axsom · #1 08-07-2010, 01:11 PM

Wednesday night I ordered a full set of 5/8", 3/8" and 1/4" Aeroquip 306 hoses (MIL-H-5593) for the vacuum system on my RV-6A because the 1/4" soft hoses I got with the origional Rapco Vacuum System Kit cracked (circumferential split) where I had clamps and had removed instruments for overhall. I found the cracks Wednesday while trying to trace down a vacuum problem after replacing the RA215CC vacuum pump with a Sigma-TEK Dry Air Pump.

When I got home the phone order system was closed for the day at Aircraft Spruce so I placed an internet order. I originally checked UPS but I know Fedex delivers here on Saturday so I changed that to Fedex. The thursday, Friday and Saturday span seemed like plenty for a 2 day delivery at $23+ so that is the option I selected - even if they didn't come until Saturday I don't have to leave for Canada for the next race until the 19th so that would be OK. The next day I got an e-mail from Aircraft Spruce giving the Fedex tracking number which I checked and it said my 2 day delivery was estimated to be delivered on Monday the 9th. I called Aircraft Spruce immediately to follow up and change the shipping to overnight or something like that if necessary. The customer service woman said wait a minute and I will check with Fedex. When she came back she said it will be delivered Saturday. Today I am still tracking the package and I see it is in Tulsa where it has been since Friday and the estimated delivery is still Monday. So I called Fedex customer service and I am told it will be delivered Monday even though Fedex is closed here on Monday and they do not make deliveries. When I told the Fedex customer service woman this, she said yes that is true but this is not a normal home delivery so it will be delivered on Monday. I said I think I should not have to pay $23+ for a 2 day shipment on wednesday and not get the package until Monday. She agreed and told me to call the shipper and tell them about the late delivery and not to pay the 2 day rate. I called Aircraft Spruce customer service and the woman there refused to do that. She explained that I shouldn't expect the package until next week when ordering on Wednesday night when specifying 2 day delivery service. She offered to absorb half of the rate but I declined.

Here is the message that comes from this:

Ordering from Aircraft Spruce through the internet requires an extra margin of time for handling. Selecting an expensive high speed delivery does not receive any human attention for special expediting at the source (Aircraft spruce). If you need something right away it is best to just wait until the next morning and call in your order. With the human interaction you can determine if what you are expecting can't be done and you can bump up the cost and schedule to next day air etc.

Bob Axsom

Mike S · #2 08-07-2010, 01:16 PM

Quote:

Originally Posted by Bob Axsom

Ordering from Aircraft Spruce through the internet requires an extra margin of time for handling. Selecting an expensive high speed delivery does not receive any human attention for special expediting at the source (Aircraft spruce). If you need something right away it is best to just wait until the next morning and call in your order. With the human interaction you can determine if what you are expecting can't be done and you can bump up the cost and schedule to next day air etc.

Bob Axsom

Good for ACS.

I personally find this refreshing in a world that seems to be doing whatever it can to force me to deal with computers instead of humans.

I absolutely refuse to deal with businesses that only take interned orders.

RickWoodall · #3 08-07-2010, 01:23 PM

I have to say that ACS for their size has given me outstanding service every time. There have on occassion been a few hiccups, but they are always quick to fix and make it right. The have been top notch.

It amazes me that with acs, vans etc an internet order can be sent in at noon and 5 minutes later I have a confirm email, 30 minutes later a shipping confirm where I can track its progress and 2 days from order its on hand at the shop being installed. The logistics of that is pretty amazing really.

Sam Buchanan · #4 08-07-2010, 01:32 PM

Over the past few months I've been working on a little plunker for fun flying:

http://home.hiwaay.net/~sbuc/legaleagleXL

Nearly all the steel, aluminum, wood, and bits-n-pieces have been ordered from Aircraft Spruce via their website. Granted, I'm only one state away from their East warehouse, but I've found that if I place an internet order in the morning, it will arrive at my door the following afternoon via UPS ground. I verify in-stock status when I order to avoid having things getting hung up or orders split between warehouses. The couple of times I called to check on some stuff the phone personnel have been very professional.

There have been issues with Spruce in the past but I've been impressed this year.

Rupester · #5 08-07-2010, 01:59 PM

... in my experience, A/S performance has been outstanding. In 4 1/2 years of orders, I've only had two back-ordered items, and the time to my door on Internet orders continues to be amazing. I have often experienced what Rick mentioned ... an "order shipped" e-mail with 8 hours of my hitting the "confirm order" button on their site. I don't know if the whole world works this way or not, but virtually all the aviation-related outfits I deal with (Vans, Avery, ATS, Spruce, B&C, Stein, etc) have remarkable order accuracy and shipping/response times.

rv9aviator · #6 08-07-2010, 02:17 PM

I just placed an order 2 weeks ago with ACS online and asked for regular UPS. There were two boxes shipped UPS ground. Box 2 of 2 arrived about three days later but no box 1 of 2. I finally got the other box yesterday after it went from Georgia to NJ and then to NY and God knows where after that, I quit tracking it after NY figuring I would never get it. ACS did their part on time but UPS screwed it up. This is twice in the last six months this has happened. The last one went to California from Georgia and then back to Arkansas. You pay your money and take you chances! Whew, that felt good!!

Bavafa · #7 08-07-2010, 02:29 PM

Timely post for me here as I have been meaning to write a review for ACS in regards to my last dealing with them.

First, as most others perhaps I have been ACS loyal customer for the last few years that I have been into building and flying. My last dealing with them was a return for warranty which they provided a RMA# . But then they misplaced my item in their w yet claimed they had never received it, so I end up buying a new one thinking that my original item was lost in the mail. Ten days later, they found the item in their warehouse but they said the item is not covered under warranty, despite giving me a RMA # first. Long story short as there has been much other mistake in shipping my item, returning the purchased item, etc. I still have not seen the credit on my account yet for the returned item.

Anyway, I am looking for alternative source for my aviation needs now. I think there are other sources that would want new customer and perhaps they will try to keep the customer.

Mel · #8 08-07-2010, 02:34 PM

I've been dealing with ACS for about 30 years. In that time there have been maybe 2 foul-ups. And every time, they bent over backwards to take care of everything immediately.

Kyle Boatright · #9 08-07-2010, 02:39 PM

Quote:

Originally Posted by Bavafa

Timely post for me here as I have been meaning to write a review for ACS in regards to my last dealing with them.

First, as most others perhaps I have been ACS loyal customer for the last few years that I have been into building and flying. My last dealing with them was a return for warranty which they provided a RMA# . But then they misplaced my item in their w yet claimed they had never received it, so I end up buying a new one thinking that my original item was lost in the mail. Ten days later, they found the item in their warehouse but they said the item is not covered under warranty, despite giving me a RMA # first. Long story short as there has been much other mistake in shipping my item, returning the purchased item, etc. I still have not seen the credit on my account yet for the returned item.

Anyway, I am looking for alternative source for my aviation needs now. I think there are other sources that would want new customer and perhaps they will try to keep the customer.

With all the unique items and issues a full service aircraft parts supplier has in dealing with our special market niche, I wouldn't let one unresolved issue drive me away from a supplier.

On the whole, you won't find a better source than ACS. Nobody has their inventory, their very helpful catalog, their 1-800 number, their web-ordering service, etc.

Christopher Murphy · #10 08-07-2010, 02:41 PM

After I couldn't find an OMA sectional anywhere locally( close to revision date). I ordered one from ASC. ( two weeks before the AVC race). The confirmation said it was in stock so I never gave it another thought. After 7 days it never showed up so I checked the order status again to find that they were holding the order until the effective date of the new chart. Now its a week before the race and I don't have a map. I called them and canx the order and luckily found a new map at Longmont after much effort.

I always prefered to buy from wick's until recently because they would ship items in a cost effective way. Order some screws, they came in a padded envelope that cost 1.79 to ship. Now they are like everyone else. Order a few rivets and you pay 8 dollars for 50cent box of a few rivets to be shipped.

CM