Jetguy
Well Known Member
There seems to be an interesting phenomenon going on these days on different threads on the form. It concerns customer service. What should we as builders of a $90,000.00 airplanes expect from Vans? With the on coming of the new philosophy we see emerging at Vans with each new kit lets step back and think about a few things. When I say new philosophy I mean the, "all inclusive kit design". Where Vans would like you to build it their way. And you buy all the sub kits from them including Engine, Avionics, interior, and wiring harness . I can see where this will increase safety as well as increase more competed kits. Also it will bring in more first time builders. Which in turn increases more sales of aircraft for Vans. As builders we are witnessing Vans Aircraft evolve into a new larger company, no longer just a cottage kit manufacture but now moving into the big time possibly selling more planes than Cirrus. RV4, RV6, RV7, RV8, RV9, RV10, RV12, in agreement with another company factory built RV12s and now the RV14. My crystal ball estimates with a global market maybe 6 to 7 new kits or more a day are ordered.
In April 2008 Vans released the first wing sub kit for the RV12, an all inclusive kit including everything you need to complete and fly the airplane at a price of about $67,500.00. Around 200 kits have been completed and are now flying. Serial numbers are over 700. Now we begin the RV14, serial numbers are somewhere past 30 and counting. Estimated cost for a completed kit around $90,000.00. When I compare this cost to other things in life where I have spent this kind of money I would have demanded a very high level of customer service, is it wrong for me the want it on this new kit?
I think their airframe support is par none. But I want support on the avionics and the engine. Here is my customer service wish list.
1 Digitized plans as well as printed ones.
2 A faster response to a faxed in order for a new kit, email followed by the postcard with an estimated delivery date followed by another email with a tracking number when it is shipped.
3 A separate phone tree tech support line for avionics as well as engine.
4 A revision bar on each new revised page to show what has changed on that page.
Feel free to add to my list or shoot me down if I'm asking to much!
I have my body armor on so fire away!
In April 2008 Vans released the first wing sub kit for the RV12, an all inclusive kit including everything you need to complete and fly the airplane at a price of about $67,500.00. Around 200 kits have been completed and are now flying. Serial numbers are over 700. Now we begin the RV14, serial numbers are somewhere past 30 and counting. Estimated cost for a completed kit around $90,000.00. When I compare this cost to other things in life where I have spent this kind of money I would have demanded a very high level of customer service, is it wrong for me the want it on this new kit?
I think their airframe support is par none. But I want support on the avionics and the engine. Here is my customer service wish list.
1 Digitized plans as well as printed ones.
2 A faster response to a faxed in order for a new kit, email followed by the postcard with an estimated delivery date followed by another email with a tracking number when it is shipped.
3 A separate phone tree tech support line for avionics as well as engine.
4 A revision bar on each new revised page to show what has changed on that page.
Feel free to add to my list or shoot me down if I'm asking to much!
I have my body armor on so fire away!