REFLECTOR: Making Velocities easier to build?

Thu Oct 1 14:23:42 CDT 2009

Since I kind of started this, I think I should make a few points: 

1, I do like the factory folks &, in the end, things do get worked out. 

2, I have had many serious problems with the kit, and most of them are due to poor quality control. In no way do I believe they do this on purpose, and I would bet that my luck has been worse than most. 

3, Once  received the defective part, for the second time, there were a few correspondences back and forth . Of course they wanted me to make sure that he part was really defective, and not just my misinterpretation. Can't blame them for that, I'm sure that happens a lot. Since this is the second time I have received a defective nose gear, I was pretty sure I had it right, but checked it again just to be sure. I even sent pictures confirming that it was WAY off!.

4, The last correspondence I received was to send back BOTH gears. There was no decision on whether mine would be upgraded or how long that would take or cost, or if they would try to "FIX" the defective part I paid for. They were almost sure that they didn't have any new gears available. 

5, I shipped back BOTH gears, and checked delivery confirmation to make sure they arrived. I also asked what the next step would be, more than once. I never received a response. THAT is quite frustrating. Honestly, a simple E-mail or call to let me know that the parts were received & what the next step would be would have been
 perfect. 

6, I don't think Scott is trying to sweep things under the rug, but I am sure they also don't like bad press if their intentions are good, and I believe that they are. 

I simply think that there needs to be better communication & quality control from Velocity Inc. That's it. Things do go wrong, that happens, but I do think that it could be better. I also think it would do a lot for the customers to let them know what is going on. Whether it be backordered parts, delays, etc, it helps a lot to know. E-mail is a convenient & wonderful thing. 

Would I like my nose gear back tomorrow & in perfect condition? Of course, but that won't happen. I also hope that I don't have my V sitting up in the cradle for months waiting for a correct part to show up. I am getting down to the wire on finish & paint, and it would be much easier if it had all 3 wheels :) 

I try to not call the factory at  every drop of the hat when I run into a problem. I would guess that for one of them to stop what they are doing, go to the phone, run through everything, hang up then try to get back in gear on the previous task is a pain. Then the phone rings again... repeat, etc. I know that my phone always rings when it the most inconvenient possible, and theirs has to be maddening at times. Perhaps it would be best to call & not depend on E-mails & notes in a package, but that was not how I as thinking. 

Scott, Thanks for yo
ur time & patience throughout my entire building adventure. I do appreciate it. My points are only offered to make things easier on us all. Hope it came across that way. 

Kurt  "Doh"

-----Original Message-----
From: Stockman, Bill <bill.stockman at daytonaero.com>
To: Velocity Aircraft Owners and Builders list <reflector at tvbf.org>
Sent: Thu, Oct 1, 2009 12:08 pm
Subject: Re: REFLECTOR: Making Velocities easier to build?

I think you have it wrong.   Common sense suggests that you just pick up the phone and call or email them directly.    Scott is being polite by suggesting customers complaints not be done over the Reflector for full public view—I suspect most of the customers would end up looking like Homer Simpson.

Those of use who have been to factory many times and worked in or with small business understand they can’t maintain large stockpiles of parts, much less custom built items.   They also don’t have the staff to provide daily tracking on every customer order.  In this case it appears that Scott and Velocity have gone out of their way to not only get the part, but they are doing over and above processing to get it back out the door in a reasonable time.    I have had nothing by excellent service from Scott and the Swings dating back to 1997.   Compared to my recent experience with Blue Mountain Avionics, Velocity deserves the Small Business of the Year award.    

 0A

Bill Stockman, Senior Associate

Dayton Aerospace

(937) 369-4799 cell

(937) 426-4300 work

bill.stockman at daytonaero.com

From: reflector-bounces at tvbf.org [mailto:reflector-bounces at tvbf.org] On Behalf Of steve korney
Sent: Thursday, October 01, 2009 11:51 AM
To: Reflector Reflector
Subject: Re: REFLECTOR: Making Velocities easier to build?

This is an open forum Scott B... No need to hide any issues that come up...

Snip--- "If you have other issues that you wish to discuss, please call me at 772-589-1860."  I will be happy to address them with you directly."---

As much as that sounds like personal attention... It sounds like meeting behind closed doors for us readers...

Steve

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