Original Posted By: Matt Reeves
A customer of ours recently posted a comment to the Pietenpol group about a backorder that was cancelled by Aircraft Spruce. Our Customer Service department attempted to contact the customer by phone to advise that the shipping on the one piece of tubing would be expensive, and to ask if we could cut it for shipping. When they id not receive a reply, they cancelled the backorder and notified the customer by email. Unfortunately, they did not identify the item that was on backorder, which led our customer to believe that other items (hardware) were backordered, when they actually were shipped. We have extended our apology to our customer and have shipped the backordered tubing at our expense.We greatly appreciate all the business we receive from Pietenpol builders and if there is ever a question or concern regarding an order, the Aircraft Spruce Customer Service department is ready to help. Contact us at 877-477-7823 or customerservice(at)aircraftspruce.com.Aircraft SpruceCustomer Service Dept.________________________________________________________________________________Date: Thu, 8 Mar 2007 16:12:10 -0800 (PST)
Pietenpol-List: A.S.S. Does it again. (Aircraft Spruce)
Re: Pietenpol-List: A.S.S. Does it again. (Aircraft Spruce)
Original Posted By: "walt evans"
Re: Pietenpol-List: A.S.S. Does it again. (Aircraft Spruce)
Original Posted By: Matt Reeves
Since I have no wish to turn this into a flame war and will not do so I will respond to this once and not another word will follow. This was not the first straw with them but the last, hence the post "Does it again". And I am sure you will find that my comment was not the first about problems at their company. My first order with them was for several thousand dollars and included the spruce kit, plywood and a number of building materials. The description of a spruce kit as written and given by a sales person it contained "All of the spruce necessary to build the plane." At the same time I placed an order for the seperate cap strips. The shipment was a comedy of errors where an completly different pricing and shipping method was given to me weeks after the initial order was placed. I was prepared to be patient but when you get a different story each time you are communicated with, which prompts more questions which lead to more diverse answers it gets irritating. When the shipment arrived I did an inventory and found that much more spruce was needed, and that several pieces were miscut. Further they insisted on charging me shipping for the cap strip kit they forgot until allot of discussion with a manager fixed the issue. I commented on this and got a few replies and I quote; "Their initials aren't A.S.S. for nothing." I gave up on even trying to deal with the issue of the complete spruce kit not being so complete.A few months go by and I needed a few things (hinge bolts etc.) that I already had the part numbers for and decide to give it another try. I placed and order and got part of it. Their rep is correct that they did not reach me by phone but they did reach me by email and by at least three people who all had a different idea of what the situation was, one wanted to reship everything. The final straw was when, as you can read in my cut and paste of their email, they cancelled the backorder due to it's low value not due to the cost of shipping, size of the cut etc. Further they just emailed me asking if they could ship a 2ft piece and a 4ft piece that they had, not if they could cut the 6ft piece for shipping. The rep's post on the forum implied that they had a 6ft piece to cut and not that they had found some end pieces which won't work as I need two 3ft pieces.When a company does well, like Ken's awesome cowls that I bought one of, Mr Pietenpol's family with their great plans service I have no problem saying great job. When a company seems to screw up as a practice, I am going to say something. Of course it is the rep's job to jump in and give their side, and try to make it sound so reasonable and simple. So take it all with a grain of salt but if you just do a simple comparison of the stated reason for the backorder cancellation in the email and in the rep's post you'll see that the story changed. Too much fuss over a few feet of aluminum, but again it was more than that one thing. We now leave days of our Piets and return you to your regularly scheduled building. -Scott ----- Original Message -----
Since I have no wish to turn this into a flame war and will not do so I will respond to this once and not another word will follow. This was not the first straw with them but the last, hence the post "Does it again". And I am sure you will find that my comment was not the first about problems at their company. My first order with them was for several thousand dollars and included the spruce kit, plywood and a number of building materials. The description of a spruce kit as written and given by a sales person it contained "All of the spruce necessary to build the plane." At the same time I placed an order for the seperate cap strips. The shipment was a comedy of errors where an completly different pricing and shipping method was given to me weeks after the initial order was placed. I was prepared to be patient but when you get a different story each time you are communicated with, which prompts more questions which lead to more diverse answers it gets irritating. When the shipment arrived I did an inventory and found that much more spruce was needed, and that several pieces were miscut. Further they insisted on charging me shipping for the cap strip kit they forgot until allot of discussion with a manager fixed the issue. I commented on this and got a few replies and I quote; "Their initials aren't A.S.S. for nothing." I gave up on even trying to deal with the issue of the complete spruce kit not being so complete.A few months go by and I needed a few things (hinge bolts etc.) that I already had the part numbers for and decide to give it another try. I placed and order and got part of it. Their rep is correct that they did not reach me by phone but they did reach me by email and by at least three people who all had a different idea of what the situation was, one wanted to reship everything. The final straw was when, as you can read in my cut and paste of their email, they cancelled the backorder due to it's low value not due to the cost of shipping, size of the cut etc. Further they just emailed me asking if they could ship a 2ft piece and a 4ft piece that they had, not if they could cut the 6ft piece for shipping. The rep's post on the forum implied that they had a 6ft piece to cut and not that they had found some end pieces which won't work as I need two 3ft pieces.When a company does well, like Ken's awesome cowls that I bought one of, Mr Pietenpol's family with their great plans service I have no problem saying great job. When a company seems to screw up as a practice, I am going to say something. Of course it is the rep's job to jump in and give their side, and try to make it sound so reasonable and simple. So take it all with a grain of salt but if you just do a simple comparison of the stated reason for the backorder cancellation in the email and in the rep's post you'll see that the story changed. Too much fuss over a few feet of aluminum, but again it was more than that one thing. We now leave days of our Piets and return you to your regularly scheduled building. -Scott ----- Original Message -----
Re: Pietenpol-List: A.S.S. Does it again. (Aircraft Spruce)
Original Posted By: Matt Reeves
Bottom line Aircraft Spruce may be learning, "Don't piss off the Pietenpolers, they stick together as a group and if you mess with them, you could lose a lot of customers." Gene ----- Original Message -----
Bottom line Aircraft Spruce may be learning, "Don't piss off the Pietenpolers, they stick together as a group and if you mess with them, you could lose a lot of customers." Gene ----- Original Message -----