Why can't they call you back.

Tom-D

Tom-D

Taxi to Parking
Joined
Feb 23, 2005
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Tom-D
Rant mode on,

I have spent most of today and several days last week waiting for 2 aviation machine shops and parts suppliers to call me back.

I called Chuck Ney at 0700 this morning to get 2 UPS shipping numbers, he is yet to call me with them. Last week I lost 2 days working time waiting on him to tell me he was finished with 2 cases. He never did call back, so I had to call him. The Guy who I talked to said they were waiting for me to call with the C/C numbers which I had directed on the W/O that they call me to get them when the work was done.

Aircraft specialities was told to call when my machine work was done, nope they didn't either, then when asked to find 8 hydraulic units missing from my last order they said they would call when they found them, nope no call there either.

When I placed a 10k order this AM I specified they call for the C/C numbers yet I get an e-mail saying they had the shipment ready to ship, yet no call for the card numbers.

WTH is going on with these companies? Chuck Ney says he is down to him and 3 part timers, I think I know why.

Rant off.
 
Apparently people think with emails rather than picking up the *#(& phone...
 
Bob Noel said:
Apparently people think with emails rather than picking up the *#(& phone...
Click to expand...

I'll take either, just talk to me. My customers want answers, I can't GAF them off and keep them.
 
Interesting timing. I've got a major, huge bank right now screaming for answers about their network. 'We want to know what is causing this outage and loss of data! Why haven't you figured this out yet! grrrrr!, blah blah blah.'

So, I'm on the concall, and I speak up and ask them 'you remember Feb 2nd when I asked for the output from xyz sensors and log file? Do you remember my followup phone call of Feb 3rd afternoon where I said I needed that data to investigate? Remember, I escalated the request to the division info officer? I don't have it yet.'

'But-but-but we have to have answers right now!!'
 
Lack of communiction at a busy shop?


O-300 parts?
 
bnt83 said:
Lack of communiction at a busy shop?


O-300 parts?
Click to expand...

How busy can he be? when he can only support 3 part time employees.

a phone call with 2 tracking numbers, how difficult is that.
 
Tom,
It is an epidemic in business these days. I spend 90% of my day following up on the 10% I actually get done because it takes five calls or emails to get one lousy response then very few DWTSTWD.

Do what the said they would do
 
That's why I latch onto Tech Reps, Suppliers, anybody that will communicate.
I was tasked with RVSM LOA's and MEL to get accomplished in fifteen days.
Because of good contacts I got it done in 10 days.
90 to 120 days is the normal.
I make sure they get compensated and publicly thanked.
Quality Resources LLC if anybody else is in the same boat.
Dave
 
Might I suggest you find other companies to do business with. Seems quite ridiculous that you cannot return calls.
 
Depending on how badly you need the parts, you could simply refuse delivery and tell them "We had no shipping confirmation - we don't accept packages unless they are on our confirmation report".
 
I work in a non aviation business but it is business none the less. I have a $50,000 check on my desk that is for a controls contractor that will not return phone calls and is not keeping up with the schedule.

Bottom line is that I am stuck with them till they complete this project, but they are going to have to talk to me or they are not going to get paid.

Unfortunately the company not calling Tom back has the engine part Tom needs so it is harder to put the needed pressure on them.

If I miss a deadline of fail to accomplish what I told someone I Would accomplish, I feel like crap for it. There are few of us left that really want to be responsible people.
 
The most valuable packet of papers in my office is the list of good suppliers!
 
I generally pay more for better service =- when I pay more for crappier service thats when I get my panties in a wad and have chat with the owner about wtf just happened and why should I do business in the future with such an organization -

the guys who care are the guys who I know in 3 years will still be there - the guys who hang up on a complaint are the guys who will be working for someone else in 3 years . . .

True Story: A friend was doing a special project for his wife - she was away visiting her sick mother for a week - and - he wanted to completely re-do the master bath for her - down to the studs almost. He contracted with a plumber, tile and electrician to come on staggerted dates certain - he paid them extra - and they ALL blew him off on the days they were supposed to come. They knew about the tight time line - they agreed to the time line - and they got paid [or at least would have been paid a premium] for meeting the timeline - none of them gave a damn. And these guys all came highly recommended - and one of the clowns had the balls to ask for his money because he appeared 3 days late to do the job- and threatened to sue because 'we had a contract.'

So he calls me - since I know how to lay tile - and we muddled through the rest of it. And we got it do a day early because we gave a damn about the job we were doing -

I sent the contractor who wanted to be paid a nice little letter about breach of contract damages and that I charged him $300 more than his contract was for since I did it last minute - and had pay retail for the parts he could buy wholesale - funny that we never heard from him again - and he got dinged hard on Angies List by my friend. I'm sure he lost more than a couple hundred dollars from blowoing off that job.

The kicker? I found out through the jungle telegraph that on the day he was supposed to come do my friends job he took off 2 days to go fishing. He just completely forgot about the job he had to do and preferred to go fishing to checking his calendar -

So - this is what we face in this world- its no surprise that we often get left holding our dick in our hands . . .
 
Boy this thread is right on the money.i am in business and the hardest part of my job is getting those I pay to do what they say they will do. Reaching them is impossible, voice mail is the standard. Then, they don't return the calls!
 
At least my dealing with the aviation industry aren't nearly as dicey/shady/slow as firearms.. It can take 15-30 days just to get an email response on an order.. phone. hah
 
For the last week I have been working up an order from Aircraft Specialities the cost nearly 7k in new parts, for the 2 projects in shop. We finalized the order yesterday about noon, by 4:00 we had conformation the order was in shipment, and this AM I got the Shipping numbers to track their arrival.

I ordered the new windows for the 170 from Great Lakes AeroPlastics last week, and told them I was sending a check for the amount, ( the CC is a little too full) they called and said the had the order put together and would ship when the check cleared, and gave me an E-mail with the tracking number, they arrived today.

I've spent over 2k with Chuck Ney in the past 2 months, and can't even get an E-mail with the tracking numbers. The 0-200 case arrived yesterday, but no sign of my 0-300 case, which they say was shipped the same day.
 
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I would say when someone says they're going to call me back by ____ or get what I need to me by ______ it actually happens about 2% of the time.

I was recently called by a larger bank over an issue with a significant amount of money.. something happened and I got disconnected. I waited for a minute or two... no call back. I tried calling them but I only had an 800 number so I couldn't get directly back to the person. Was told they were now busy with someone else... and that a message would be left and they'd call me back as soon as they were done.

Needless to say, nobody called me back. Then I had to spend a good week trying person after person before getting to anyone who knew what they were talking about.

I pulled all of my money out of that institution ASAP... which of course took about a month for them to process. I try make it a point to avoid dealing with companies like this but it's damned hard to find anyone who isn't.
 
supernovae said:
At least my dealing with the aviation industry aren't nearly as dicey/shady/slow as firearms.. It can take 15-30 days just to get an email response on an order.. phone. hah
Click to expand...

Right now is a terrible time for the folks working firearms. But I've had really good luck dealing with online companies, my local gun store, and a local gunsmith.

Maybe I'm just dealing with the better ones.

Now if I can just find some small pistol primers and some competition small rifle primers....
 
I always follow up. Even if I don't have the answer yet, I do my very best to get back to customers when I say I am going to.
 
I learned in my last job, field service tech, to always call the customer before they called me. I always called letting them know when to expect parts and when to expect me. Rarely did a customer have to come to me for answers. An informed customer is a happy customer! Even bad news was received well when I informed them as soon as I knew about it.


-VanDy
 
Followed up today, got a tracking number, and found that the case will be here Friday by end of day.
 
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