Anybody else noticing a recent decline in quality of support provided by Van's Aircraft? I have been dealing with Van's for four years during my 12iS build and have always found there support systems outstanding. However, recently their level of service has declined. I have been dealing with a Garmin-Rotax compatibility issue for over a month that resulted in numerous calls to the builder support line and three of their staff. Two of them never got back to me after stating they would do so. One suggested a faulty HIC module but said he could not send me one without first speaking to their engineer. This is one of the staff that I never heard back from. After waiting for well over a week, and leaving unanswered messages for him, I ordered a replacement HIC module myself, along with an EMS switch that I had found defective. Replacing those parts (originally received in my kit) solved the issue so I emailed the Van's Return site on 01-05-25 and requested my account be credited the cost of the parts. I never heard back from them so, on 01-13-25, I forwarded my request to the Builders Support group asking if they could intervene. Again, no response to date. On 01-16-25 I called their main number and voiced my concerns to a very polite and understanding lady. After a brief period on hold she said she she saw that I had an 'open ticket' and had tried to forward my call to the Customer Relations Manager (I believe that was the title), however he was on another call. She said she would forward the info to him and that I should expect a call or email from him. Again, I have not heard back from him either.
I realize Van's is going through some restructuring to cut costs. However, it cannot cost very much to sent an email or return a phone call. Van's support for builders has always been impeccable and was a major reason I went with Van's for my build project. I hope my fellow builders are not experiencing similar lack of responses from Van's. Van's reputation will suffer tremendously if this is becoming a more wide spread issue!
I realize Van's is going through some restructuring to cut costs. However, it cannot cost very much to sent an email or return a phone call. Van's support for builders has always been impeccable and was a major reason I went with Van's for my build project. I hope my fellow builders are not experiencing similar lack of responses from Van's. Van's reputation will suffer tremendously if this is becoming a more wide spread issue!
