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Van's customer service

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kroekle

kroekle

I'm New Here
Wanted to get people's experiences with Vans customer service. I've always heard that they were a great company to work with, which is why I think, I'm going to build a RV-14A, but my one and only order with them gives me some pause. So I would like to hear others opinions before I commit to $200k to this project.

My experience starts with ordering a practice kit, the vans light kit. I ordered the kit a couple weeks back and it was promptly shipped. This past weekend (after I now acquired most of the tools that it takes to build it) I opened the box only to find that I have received the toolbox practice kit. Just a little speedbump I thought, so I replied to the orders email, that listed the light kit, and said that I receive the wrong order and attached a photo of the toolbox label/barcode. Monday morning I received an email from them with a form to fill out get the return authorization approved. I replied back with further question on how they wanted me to fill it out and didn't get a reply for 24 hours. Today I called them and as I started to ask on how I should fill out the form, she interrupted me and said that I had order the wrong item. After I got her clear that I did not order the wrong item, and after she needed to go talk to someone, she said that they would send the correct kit. Then said that I should ship the old kit back, "I said no problem, will you be sending me a return shipping label?". Again after she had to talk to someone else, she said that I should just keep the wrong kit as well.

Wrong shipments happen (I just hope they don't happen too often), I understand that. But afterwards, making me feel like I was in the wrong, puts up a small red flag for me (BTW, she never once said sorry for the mixup). Is this a normal experience, is this something new post-bankruptcy, or is this just a unicorn experience and every other interaction will go well? If they would have responded to my first email with "Sorry for the mixup, your light kit is on the way and attached is a return shipping label", they would have solidified a customer for life, but now I'm not sure.

Kurt
 
kroekle said:
Wanted to get people's experiences with Vans customer service. I've always heard that they were a great company to work with, which is why I think, I'm going to build a RV-14A, but my one and only order with them gives me some pause. So I would like to hear others opinions before I commit to $200k to this project.

My experience starts with ordering a practice kit, the vans light kit. I ordered the kit a couple weeks back and it was promptly shipped. This past weekend (after I now acquired most of the tools that it takes to build it) I opened the box only to find that I have received the toolbox practice kit. Just a little speedbump I thought, so I replied to the orders email, that listed the light kit, and said that I receive the wrong order and attached a photo of the toolbox label/barcode. Monday morning I received an email from them with a form to fill out get the return authorization approved. I replied back with further question on how they wanted me to fill it out and didn't get a reply for 24 hours. Today I called them and as I started to ask on how I should fill out the form, she interrupted me and said that I had order the wrong item. After I got her clear that I did not order the wrong item, and after she needed to go talk to someone, she said that they would send the correct kit. Then said that I should ship the old kit back, "I said no problem, will you be sending me a return shipping label?". Again after she had to talk to someone else, she said that I should just keep the wrong kit as well.

Wrong shipments happen (I just hope they don't happen too often), I understand that. But afterwards, making me feel like I was in the wrong, puts up a small red flag for me (BTW, she never once said sorry for the mixup). Is this a normal experience, is this something new post-bankruptcy, or is this just a unicorn experience and every other interaction will go well? If they would have responded to my first email with "Sorry for the mixup, your light kit is on the way and attached is a return shipping label", they would have solidified a customer for life, but now I'm not sure.

Kurt
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Van’s has been hiring a lot of new people, and I would interpret her having to ask for direction as an indication she is one of them. Her phone skills indicate the same. Just my opinion.
 
Plenty of threads on customer service here. My view from reading them is that since the bankruptcy, customer experiences have varied quite a bit.
 
Hi Kurt, I've been building an RV-12iS for about 4 years and hope(!) to soon have my final two kits. I'll probably be heavily criticized by other Van's fans, but I'll say my experience has been mixed. Certainly early on I'd rate my exchanges with Van's as excellent. When I inventoried my kits and found a few small missing parts, I emailed Van's and the replacements arrived within the week. With the complexity of the kits, I wouldn't hold a missing screw or rivet against anyone putting them together, and I appreciated the quick response. Although I was a total beginner in aircraft construction they were very patient and quick to respond to my emailed questions to tech support. During COVID Van's became very popular, even overwhelmed with orders and lead times went up. They somehow still managed to keep up with the lead times they had advertised, even when the started stretching into a year or more. The people I talked with in all areas were pleasant and helpful.

That last bit has changed much, but I have had some problems of late. I ordered my avionics and engine kits in January of this year. At the time the avionics were listed as an 8 week lead time, and the engine something like 9 or 10 months. I was pleased to get a note a few days later that avionics parts were in stock and that they could ship as soon as I made final payment, so I did. Unfortunately, it is now 7 months later and the kit still has not shipped. I've asked multiple times for a revised estimate, and while the people I've talked with have still been pleasant and tried to help, they simply don't know. If what I've gathered from other sources is correct, Garmin has replaced the model radio that was part of the avionics kit and Van's has to do some redesign on the wiring harness and/or mounting brackets to fit the new radio. I'd be very happy if they just told me that and revised the shipping date, but alas, the support people don't seem to be getting any information about when this might happen. What really irks me is that they are still advertising an 8 week lead time on the kits, and I paid a substantial amount of money on the premise that the kit would ship promptly 7 months ago. No apology or correction, only a vague explanation when I started asking questions.

Like most places, Van's had a good deal of staff turnover during COVID. I can imagine many scenarios that would slow things down. For example, your experience could be attributed to someone new in customer service. (If a customer said they received the wrong item, wouldn't the first thing you'd do in customer service is pull up their order and see what they had?) A discontinued radio like I experienced is not something they can control either. But the common thread here is communication, both within the company and between the company and customers. I don't mean to imply anything shady is happening. I have no reason to believe this is more than a matter of internal priorities and communication.

Obviously, this is just my experience. I wonder if my first kit had been listed with an 8 week lead time, I had made final payment, and was still waiting for any word on when it might be produced 7 months later if I would have continued with the project or just cancelled the order. Is this a red flag? Maybe, or maybe I'm just in the wrong place at the wrong time.
 
If you plan on building an experimental, try some of the other kit manufacturers and see if your experience is better. I’ve built three Van’s Aircraft and overall have been pleased with their service. They are busy and you have to keep after them to solve your issues, but you can solve the issues. Not always so with some of the other vendors.
 
i have built two Rv’s over the last 7 years and have found Van’s design, plans and service in general to be excellent (rv-9a x2). speed bumps happen with any complex shipping and inventory of a thousand parts. cheers
 
I always try to be positive and encourage someone to build an airplane if they are seriously thinking about it. It's the most rewarding project I have done in my life. There is nothing like taking parts and turning them into something that you take into the sky. That said, if the experience you described really really bothers you, building may not be for you. Like others say, there are speed bumps along the way in even the best scenarios. Some of those speed bumps are going to involve order delays and mistakes, and Van's is not and has never been perfect.

Most people who finish will tell you it was worth every single bit of frustration once you are done. You'll have to get over your emotional reaction to setbacks, it's humbling, and it's a learning experience. If you can't learn to to accept the universe throwing a wrench in your works, find something else to do. If you can you'll come out with experience worth more than just an airplane.
 
I find that for parts orders online things are handled very well. Good packaging, ships pretty quick. One package delayed, paid attention to as soon as I reached out.

Reaching on the phone has taken a while at times. Once on, everything smooth.

First kit seemed to go smoothly. Clear comms.

Second kit I question. I can't see order or progress online. I paid in full almost a month ago. Wing kit. I will give them another week before reaching out. No bill for shipping yet.

I've sent a few emails, tough to keep track. They either get answered a while later (weeks for one) or not at all.

Your test kit issue, I would have just built all of them and moved on.
 
N8DAV8R said:
I always try to be positive and encourage someone to build an airplane if they are seriously thinking about it. It's the most rewarding project I have done in my life. There is nothing like taking parts and turning them into something that you take into the sky. That said, if the experience you described really really bothers you, building may not be for you. Like others say, there are speed bumps along the way in even the best scenarios. Some of those speed bumps are going to involve order delays and mistakes, and Van's is not and has never been perfect.

Most people who finish will tell you it was worth every single bit of frustration once you are done. You'll have to get over your emotional reaction to setbacks, it's humbling, and it's a learning experience. If you can't learn to to accept the universe throwing a wrench in your works, find something else to do. If you can you'll come out with experience worth more than just an airplane.
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Glad I'm not the first.
Figure out what kit fits your mission. Vans, Rans, Sling, whatever.
Once the plane is finished, none of that customer service stuff will matter.
That said, the 14 is a heck of an airplane and kit. Two friends have finished and flown theirs before I finished. I'm slow.
I was lucky. Never experienced any issues with customer service.
Build if building is you're mission. Build what fits your mission.
 
RV8JD said:
Hopefully Marc Cook is reading these threads on customer's experiences with Van’s:

www.vansaircraft.com

Marc Cook Joins Van’s Aircraft as E-Commerce and Media Manager - Van's Aircraft Total Performance RV Kit Planes

Marc Cook has joined Van’s Aircraft as E-commerce and Media Manager. In this role, he will help drive the expansion of the Van’s webstore and lead improvements to customer-facing systems and communications. As editor in chief of Kitplanes magazine for a total of 11 years (and more than 130...
www.vansaircraft.com www.vansaircraft.com

"Marc Cook has joined Van’s Aircraft as E-commerce and Media Manager. In this role, he will help drive the expansion of the Van’s webstore and lead improvements to customer-facing systems and communications."​
​
I want to see Van’s succeed post-Chapter 11. But they do need to improve, and there are signs that they are. A customer’s good experience in dealing with the company is important in keeping them as customers, especially for new customers such as the OP. Remember, new customers are not fan-boys/girls … yet. They will only become fan-boys/girls based on good experiences with Van’s as a company and with their products, as folks had pre-CV19 and pre-Ch 11.

And it doesn’t really matter how other kit manufactures treat customers. That’s partly why they aren’t the leading kit manufacturer.
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Thanks. I think you are getting to the point of my original post. I'm not overly concerned about a wrong order, but instead if how they service their customers was part of the reason they got into chapter 11 to begin with. If so, and are not getting better, are they going to be back in bankruptcy before I complete my build (and the next time they will be more likely to be forced to liquidate). I'm just trying to get a better feel for the climate before I commit to the build.
 
kroekle said:
Thanks. I think you are getting to the point of my original post. I'm not overly concerned about a wrong order, but instead if how they service their customers was part of the reason they got into chapter 11 to begin with. If so, and are not getting better, are they going to be back in bankruptcy before I complete my build (and the next time they will be more likely to be forced to liquidate). I'm just trying to get a better feel for the climate before I commit to the build.
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Pre covid, vans customer service was absolutely excellent. Great people and they always did the right thing. Even pre chap 11 it was good. They simply mismanaged their reaction to the insane order volume seen post covid along with some lack of supervision of the chiefs running the day to day and that drove them to chap 11. Post chap 11, service has been a continuous topic, as it is not anything close to what it was. I am sure some is due to the chaos and limited money available associated with chap 11 and a lot of nobody caring to fix it or not paying attention to the fact it existed. It would seem that they have finally stepped up and at least admitted the issue, but still unclear if it will receive enough attention and money to return to their former glory.

They are 1000’s of posts on this issue if you want more than the cliff notes.
 
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I think that along with some of the other impacts(staff turnover and the huge increase in sales during COVID), we all have to realize that post Chapter-11, they have a whole new management structure in place with entirely new management software and processes in all departments. Old folks are trying to adapt to doing things in ways they have never done them, new folks are trying to figure out their jobs. I have visited Van’s quite a bit in the past year (and sporadically in the couple of years before that), and can tell you that they have an enthusiastic staff that is trying to learn and adapt as quickly as they can. I haven’t run into any “grumps” who come to work wanting to make things as bad as they can for the customer… and nope, they aren’t Amazon (and my recent experiences with Amazon’s customer service has been going downhill - fast!)

The thing they need is feedback - constructive feedback. And the Van’s folks have no obligation to read VAF…so contact Vans and tell them what happened so that they have a chance to fix it.
 
Van's has been looking for a CFO for a couple of months now, what happened to the previous CFO?


Van’s Aircraft, Inc., the world leader in manufacturing personal aircraft, is seeking a strategic and hands-on CFO to lead our Finance & Accounting operations. This position at Van’s plays a pivotal role in shaping and safeguarding the financial future of the company. This an ideal opportunity for a seasoned professional ready to take ownership of the full finance function.
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PaulvS said:
Van's has been looking for a CFO for a couple of months now, what happened to the previous CFO?

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I don't know, but my guess is the turn around group hired an interim CFO to get them through bankruptcy and that is now done. Same with the CEO. Just hired one of them a month or two ago. This is pretty typical with turn around firms. They bring in a handfull of Sr Execs to get them through and usually help in hiring competant replacements.
 
I'm less than a year into my build, and like you, had heard all the stories of amazing CS. Likewise, my experiences have been lackluster. I've gotten everything I need, but generally it takes a couple emails and a phone call. It seems like the email queue must be months deep. I find that if I email, then call, they will dig up the email and take care of me. If I just email, no response; just call, they tell me to send an email.

FWIW, pretty much every aviation company I deal with is similar. When I can get anything in aviation resolved with a single contact, I'm amazed. It also seems like post-covid, that experience has become common in all industries. I'd say that Van's is very ordinary at this point. I hope that they can return to being extraordinary. I'm willing to give them the benefit of the doubt, as they're digging themselves out of a very deep hole.
 
kroekle said:
Wanted to get people's experiences with Vans customer service. I've always heard that they were a great company to work with, which is why I think, I'm going to build a RV-14A, but my one and only order with them gives me some pause. So I would like to hear others opinions before I commit to $200k to this project.

My experience starts with ordering a practice kit, the vans light kit. I ordered the kit a couple weeks back and it was promptly shipped. This past weekend (after I now acquired most of the tools that it takes to build it) I opened the box only to find that I have received the toolbox practice kit. Just a little speedbump I thought, so I replied to the orders email, that listed the light kit, and said that I receive the wrong order and attached a photo of the toolbox label/barcode. Monday morning I received an email from them with a form to fill out get the return authorization approved. I replied back with further question on how they wanted me to fill it out and didn't get a reply for 24 hours. Today I called them and as I started to ask on how I should fill out the form, she interrupted me and said that I had order the wrong item. After I got her clear that I did not order the wrong item, and after she needed to go talk to someone, she said that they would send the correct kit. Then said that I should ship the old kit back, "I said no problem, will you be sending me a return shipping label?". Again after she had to talk to someone else, she said that I should just keep the wrong kit as well.

Wrong shipments happen (I just hope they don't happen too often), I understand that. But afterwards, making me feel like I was in the wrong, puts up a small red flag for me (BTW, she never once said sorry for the mixup). Is this a normal experience, is this something new post-bankruptcy, or is this just a unicorn experience and every other interaction will go well? If they would have responded to my first email with "Sorry for the mixup, your light kit is on the way and attached a return shipping label", they would have solidified a customer for life, but now I'm not sure.

Kurt
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Hi Kurt--I started my RV-14A project in 2015 and flew in 2020, and I now find myself in almost weekly contact with them due to unforeseen circumstances. I've experienced highs and lows with customer service over that time period, but I can fairly say I don't think I would have completed my build without them. I had no idea at the start how important they would become. I can give you examples where their customer service almost seemed like witchcraft in how fast they got parts to me, including where the list included the most obscure items imaginable. All that proves is that no one example is indicative of their overall customer service. The person you spoke with may not have handled the matter perfectly, but you spoke to a real person who was sitting in a Van's building in Aurora, OR, within site of a runway, and she got you a result. In my experience, that is a rare outcome in today's world. The personal service provided by Van's is one of the best reasons to buy their products. By the way, build a taildragger. You'll thank me later. Syrus
 
RNB said:
I find that for parts orders online things are handled very well. Good packaging, ships pretty quick. One package delayed, paid attention to as soon as I reached out.

Reaching on the phone has taken a while at times. Once on, everything smooth.

First kit seemed to go smoothly. Clear comms.

Second kit I question. I can't see order or progress online. I paid in full almost a month ago. Wing kit. I will give them another week before reaching out. No bill for shipping yet.

I've sent a few emails, tough to keep track. They either get answered a while later (weeks for one) or not at all.

Your test kit issue, I would have just built all of them and moved on.
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I sent an email today, received a good reply within hours. My memory fails, paid 7/25. Target ship date 9/15
 
It just seems to depend on who you end up dealing with. I've had luck via phone and email but then also no luck via phone and email. I've ordered parts that got shipped the next day and have had web orders "lost in the system" that required multiple phone calls to sort out in the past several months.

I think they're doing the best they can with overwhelming change in the past few years, be it staff turnover, bringing much of the manufacturing back in house, a new inventory system, a new web ordering system, and on and on. I'm sure the Van's Aircraft of August 2025 looks very different than the Van's Aircraft of August 2023.

I'm willing to give them time and space to work out the little stuff, not like I have much choice this far in but Van himself is still involved and that gives me confidence that they will eventually regain that reputation that they once had.
 
I've had an issue with it saying they haven't received payment for my kit, despite paying by card on the website. 3 phone calls and 2 e-mails, just banging my head against a wall! Promises of calls back or e-mails that never happen. Hope it's not a sign of ongoing issues.
 
To the OP I say this. I'll start with a positive note. Vanairforce is AMAZING! You will never find a more passionate and friendly group. I have met great people and the technical resources are second to none in the builder world. And support from the collective is important in any build. On that note, building a Van's has no equal. But that's not the company, it's the community.

As to Van's the company, I say this. If an organization can be trusted with little, they can be trusted with much. If they can't be trusted with the little things, they shouldn't be trusted with the big things. If you think an error with a practice kit is frustrating, imagine your frustration when you have $100,000 of kits and parts on order only to have the same issues and no support. We were stalled waiting 31 months just for our finishing kit! Always an excuse, never an update, zero accountability.

Van's customer service and management has been declining steadily since COVID. I don't give them a pass for COVID anymore in 2025. After 6 years, clinging to the excuse "we have a lot of orders" is poor management. Van's is investing heavily in the RV-15. Grand so. But how about supporting the folks buying the legacy kits that got you where you are??

And to all the folks saying 'build what fits your mission", I did. But parts in a hangar don't fit my mission. Poor customer service doesn't fit my mission. Delays and zero communication don't fit my mission. Personally, I view selecting Van's as our kit was the biggest mistake ever. The aircraft might in fact be the perfect aircraft for our mission. I might have the RV grin plastered all over my stupid face. Maybe. Some day. But it feels just as far away as the day we started.
 
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I don't know whether it's because I'm international calling but the vans phone system is terrible, keeps cutting out, plays music for 0.5 seconds then returns to ringing, then repeat 20 seconds later.

Reading all these views I'm starting to wonder if Vans is actually in trouble again, how can a company survive with such terrible service.

Just sat on the phone for 20 minutes waiting to get through (paying international phone rates) only for the phone to just go dead again.
 
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Finally got through third attempt and have resolved my issue. So looks like it takes multiple attempts to get things sorted like others have said.
 
britbuilder said:
Reading all these views I'm starting to wonder if Vans is actually in trouble again, how can a company survive with such terrible service.
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Because they make an incredible product, so people will deal with subpar service.

This being my second build I’ve noticed a degradation on response time and ability to get through by phone. I adapted and now primarily use email, sometimes it takes weeks or as an example, yesterday within a few hours of sending them a note that I had the wrong washers, they replied and sent me the correct washers and I’ll get them Monday.

Disclaimer: if I would have started the 2nd build during COVID or had been impacted by LCP I’m sure my view would be a tad different.
 
Im finally going to add to this thread my experience to this failed experiment in new management practices. It is currently 7-10 days to get an order out the door! 7-10 days.
A 68 dollar hardware order, nuts, bolts, cotter pins etc. Finish hardware for final assembly. Unless it is proprietary to my build, all my hardware is coming from somewhere else.
Ive bit my tongue the last two orders with the same results. I was told of the "glitch" after I called after 8 days of not shipping.
My first call to parts today I was caller one and finally hung up after 14 minutes.
I certainly empathize with all of you above waiting for engines, radiators, phone call returns, email responses.
The above comments referencing: my order went out in one day, they are working so hard behind the scenes, so many new employees are just kicking accountability down the road.
We're coming up on two years since their filing and by any metric they are not more efficient or responsive. My opinion.
Im close to finishing up but really feel for you guys just getting started or mid build.
A
 
Completely agree with AlphaCharlie above. I ordered the RV-14 elevator SB kit. Told 10 BUSINESS days to ship. That's 2 weeks. If there's a custom order or something non standard I could almost see the argument for such a delay. But the SB kit is a known quantity. There should be a simple kanban pull location with 10 on the shelf. When that shelf is depleted to about 3, build it back to 10. Again I say, quit trying to make a new aircraft and get your order fulfillment in order before you launch a new product that's just going to further exacerbate the problem.

Someone mentioned communicating these concerns to Vans management. I've tried. No responses. So no, I'd not recommend to anyone starting a new project with Vans. Unless of course you want to build an RV-15, and you have a popular YouTube channel. Then you'd probably get amazing support.
 
They are holding my last back order I need hostage waiting on the radiator that I no longer need to ship. The part is in stock on the web store. They have missed every estimate they have given on when it will ship.

The least they could have done was put my backordered part in with my $2700 redesigned radiator and oil cooler. Nope…..

Just wait till all the folks that ordered 15 wing kits start to see what Vans has become. They ain’t gonna like it!

UPDATE:
I always want to follow up when a company like Van's reaches out and makes things right. Marc Cook, Ciaran Hynes Director of Quality and Kelsey have personally reached out and are ensuring things are set right in regards to my back ordered parts. I want to publicly thank them for their help!
 
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Last two kits have been shipped to the wrong address even when discussing on the phone about where they should go. Many lost orders. Asked for final payments even after paying. I too order hardware from a third party to not have to deal with the poor inventory control. Thankfully I’m done ordering the big stuff.
 
If I want or need a part quickly, or at some guaranteed time I do my best to click the buttons that give faster shipping. A few months ago I overnighted some stuff and they came overnight.
 
I always want to follow up when a company like Van's reaches out and makes things right. Marc Cook, Ciaran Hynes Director of Quality and Kelsey Krewson have personally reached out and are ensuring things are set right in regards to my back ordered parts. I want to publicly thank them for their help!
 
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Couple data points:

I sent a tech support question via email this past Sunday afternoon, and got an answer within an hour from Kevin Miller. Thought that was pretty nice of him to answer on a weekend.

Tried placing an order via the online store this weekend and discovered that you can no longer add a backordered part to the shopping cart. Used to be able to do this. There's no message or explanation, no way to request notification for when it becomes available...very frustrating. So I ordered some items from Spruce, and the flap motor from PH Aviation (all of this was a loss of business for Van's...shooting themselves in the foot), but I still had a couple RV-14 specific components I wanted so I called them yesterday and found out that the Parts dept can add a backordered part to your cart for you. In my case, they actually confirmed there were some in stock, even though the webstore showed them backordered. So...if you really need a part that is back ordered and want to at least get in the cue, give them a call.
 
Right on both counts, Mark.

The inability to order a backordered part online is a quirk of how our system is constructed—mainly the system just downstream of the webstore platform itself—and requires a human to look at other data in a different place to see when that backordered part may be available.

As for the notification when something comes back in stock, that's a feature not very far down our improvements list for the webstore. Magento, the platform we use, can do it naturally, but we need to be sure it doesn't get bad signals from the ERP so the setup has to be right. Nothing worse than getting an email that the part is back in stock only to arrive at the store and see it's gone back out of stock.

Both of these issues will improve when we get to a better ERP, which is a big push for us right now.

Point being: We know these are undesirable traits in a webstore and are working toward fixes.
 
Brantel said:
I always want to follow up when a company like Van's reaches out and makes things right. Marc Cook, Ciaran Hynes Director of Quality and Kelsey Krewson have personally reached out and are ensuring things are set right in regards to my back ordered parts. I want to publicly thank them for their help!
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To help the rest of us when we hit roadblocks, did they let you know what the magic number of platforms, posts, likes, and replies it takes before a person has earned the necessary attention?

A repeat offending friend starting the journey again wants to know. 😆
 
My RV-14a wing kit was supposed to be delivered in August. Then September. Now, I'm not sure. I wrote them twice in the last week to get an update with no response.
 
N8DAV8R said:
To help the rest of us when we hit roadblocks, did they let you know what the magic number of platforms, posts, likes, and replies it takes before a person has earned the necessary attention?

A repeat offending friend starting the journey again wants to know. 😆
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I think that is an ever changing algorithm.

I do believe we will see more response to issues now that Marc and Ciaran are onboard. There are likely others too that I don't know about. After communicating with them directly, I get the impression that they know there are some big holes in various places but neither of them are happy with that situation.
 
I've shared my frustration with Van's communication, but I do believe these complaints are being heard. I was waiting to post until I was certain I'd receive my shipment, but my avionics kit finally shipped a couple of days ago (8 months into 8 weeks) and Van's reached out to me several times with accurate updates. It'll be in my hands tomorrow. That's a big improvement right there vs. not getting replies to my inquries. I also have had conversations with Marc and know that he's trying very hard to improve things. It's frustrating, and the lack of transparency definitely encourages imagination to fill in the gaps with the worst scenarios.
 
Mdragon said:
I hope they right the ship, but restructuring a company with all the original people who built it gone or retired doesn't usually work.
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This. It seems the only thing that has changed at Vans is the price of their product. I'm less than optimistic about their future.

I will be picking up a project RV next week and I will not be purchasing any parts or components from Vans. If I can't find it from an aftermarket supplier, I will fabricate it myself.
 
My experience is a little different than @MarcCook described. I placed an order for 8/5 with a couple of parts were on back order. I wasn't in a rush, so I figured they might come into stock or show as needed in their ERP system. Over 2 weeks later, I emailed to see if there was an ETA. At this point, I didn't want to bother them by phone, so I used email. I got the autoresponder mail and no follow-up. A week later, I asked again with no follow-up. On 9/2, I called them and got to someone who said there was a "glitch" in the system and parts were in stock all the time, and the order could be shipped. I asked if they could be shipped that week - they sort of did that, the label was printed but didn't get to the USPS until the following week. So, a month+ to ship. On 9/19, I got a response to my support ticket - your parts have shipped, which I knew as they were on my workbench ;-)

When Vans switched to the new online store, it was a huge improvement, but the last few months, it is neither quick nor smooth. Like others, I no longer order generic items, and maybe Vans is okay with that as they are probably low margin. I feel for the staff here as I'm sure they are trying to do their best, but there must have been recent system changes for it to get this poor, compounded by the lack of communications.

Robert
 
I'm building an RV-3B, a now-discontinued kit, which I bought in 2012. My experience with Van's support has been excellent. I still get rapid, personalized advice when I ask a question, even as recently as last month.

If they'll do that for me and my obsolete kit, they'll probably do it for any other customer.

Dave
 
New parts orders placed. I am now at 12 days and still not left the facility. Although I received an email yesterday saying the items had shipped, the tracking numbers indicate otherwise. Eight 1/4" close tolerance wing bolts, (20) snap bushings and (1) AN3-20A bolt. All in stock when I ordered.

All the best.
A
 
Like others, I've been frustrated in the past with slow or absent responses to email inquiries to Van's. This thread prompted me to call Van's and ask for an update on some back-ordered items. The initial response from the employee I reached was that their records showed that the order had been completely satisfied. [My initial reaction, not verbalized on the phone: YGBFKM!!!] I referred to my packing list and read out a list of back-ordered items that I had not received, even in follow-up shipments, including some that were fairly major in terms of function and cost and non-reproducibility by me. After a few hours, I received a message that said that an investigation revealed that my order records had been the subject of an internal error, and based on what their inventory records show is available [my interpretation of the message], and the shipping department priorities, the back-ordered items will be shipped post haste. The employee who handled my inquiry was polite, thorough, and has [so far, hopefully] substantially exceeded my expectations regarding a prompt resolution of the problem.
 
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I ordered and received a baffle kit for the angle valve IO-360 back in February----a very smooth and effortless transaction by way of the online store. I did a quick inventory of parts at that time and thought no more of the kit until just a few days ago when, while beginning a rudimentary assembly of the parts, I discovered that the right rear bulkhead was defective. I emailed Vans over the weekend as follows:

Hello:

In assembling parts from the BAF-8-IO-360 kit I purchased, I discovered that the right rear bulkhead (CB8-7) is defective. The cylinder cooling fin wraps have been bent backwards---not only in the curvature, but in the attach angles. See attached photos from the drawing and from the part I received in the kit. Please advise as how to proceed. Thank you!


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Receiving no reply yesterday, I called Vans this morning (phone hours don't start until 10AM local time now), and let the phone ring for 5 minutes before somebody finally answered. I described the defect and indicated that I had emailed Vans over the weekend. The employee finally dredged up the email and told me that she would forward it to management before proceeding. I was told that I would be notified of shipment for a replacement part as soon as possible.

Meanwhile, over the weekend I had also ordered a new FF-709 Oil Cooler Doubler which the online order clearly showed as "In Stock," as it does today:

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When I suggested that Vans could ship my web order along with the replacement baffle piece, the employee balked and told me that the doubler was on backorder.

I'm truly grateful for having built my RV-8 back in the good old days, long before so many wires were getting crossed and communication was a simple and seamless matter. Getting help over the phone back then felt like talking to a buddy. This morning I sensed a certain detachment---an impersonal and nearly tangible breath of vacuity---the kind of detachment you feel when wanting to wave, "Hello!" to a familiar face but instead are met by nothing less than a monk-like stare into a cell phone. How things have changed in just a few years!

When my overhaul-panel project is completed, I look forward to seeing how the rest of my country has changed since the last revealing of 2019. Meanwhile, I'm hoping for a quick resolution to the defective part. As one of my favorite writers once said, "Hope is the thing with feathers."
 
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Scott Chastain said:
Getting help over the phone back then felt like talking to a buddy. This morning I sensed a certain detachment---an impersonal and nearly tangible breath of vacuity---the kind of detachment you feel when wanting to wave, "Hello!" to a familiar face but instead are met by nothing less than a monk-like stare into a cell phone. How things have changed in just a few years!
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Know exactly what you mean. I think i know who you were talking to. I had same problem with her. Like I was bothering her. But have dealt with another woman and totally opposite attitude. Resolved my issue and was very friendly. I even mentioned attitude of the other to this one. She knew who it was without saying her name. I guess it all will get sorted out one day.
 
Update on the defective baffle piece:

Despite what I initially thought was a detached and impersonal phone conversation, Vans Customer Service came through very quickly today. I'm pleased to report that that they will be sending out a new baffle piece right away, and thankfully they were in stock and properly bent. No word yet on the backordered doubler, however, but I'm glad I won't have to wait an eternity to begin putting my baffle system together! Thank you, Van's! :D(y)
 
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