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Aircraft Spruce - are these people for real?

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  • #16
    We saw the posting regarding the long delay on our shipment of James' order which included AN822-6D fittings. We have had these on order with the manufacturer for several months and they are long overdue. We were recently able to locate an alternate supplier and will have them in stock this week. This order would have been shipped the same day it was placed, but since the request was made that it "ship complete only", we have been unable to ship because we were missing the one fitting. Due to the long delay in being able to ship the order we are shipping it with free shipping this week.

    Aircraft Spruce & Specialty Co.
    Customer Service Dept.

    Comment


    • JimParker256
      JimParker256 commented
      Editing a comment
      Excellent response. I suspect that more proactive communication may have resulted in less angst for all parties involved, but glad to hear it is being resolved.

    • James
      James commented
      Editing a comment
      Yes, ACS CEO Jim Irwin contacted me today with a very cordial email as outlined above.

      I explained to him that I have been happy with ACS to date, and have had no problem with paying for shipping at the outset, but that the departure from the original agreed delivery timeline for my complete order, along with an unsympathetic response from their sales rep, left me feeling dissatisfied as a customer.

      I feel that ACS has taken my concerns on board, and it's good to see that they value engaging and retaining their customers when things don't go to plan.

      We'll see what comes in the mail!

      - James

  • #17
    I had an recent order come in from Spruce that seemed to be short an item I was needing two of, and had only received one. So, I got on their site,opened my orders page, and checked what seemed to be my original order, and found that only one of the item was ordered. SO, I assumed I had screwed up, my bad, and I ordered 1 more carburetor jet. A quick glance at the packing slip/invoice that came with my first order, near as I recall....., did not clearly indicate or mention that items were backordered or that my order was incomplete, again making me thing it my screwup. The day after I ordered the missing jet, the UPS guy shows up with the rest of my order, I had indeed ordered correctly to start with.

    Here's the good part: I opened my ACS account and sent an email to customer service, telling them what happened and to see if was possible to cancel my order for the no longer needed jet (no way do I need THREE of them) and bam, within 2 minutes I got a response, my order was canceled. Another minute and I got email telling me my CC had been credited. In short, I think they do a hell of a job, all things considered, one thing I really like is being able to look up ALL my past orders on line, that's handy. I've been a loyal customer for....40+ years now and plan to stick with despite the occasional glitch. Look at it this way: dealing with small parts orders, UPS and FEDEX issues, is all part of building an airplane, and another reason to be proud when it's all done! Or maybe another reason just to buy a certified plane, ha ha.

    Comment


    • #18
      Yeah, the big tip for anyone outside the US ordering stuff from ACS is don't use USPS 1st Class Mail - despite the name, it doesn't actually provide any guarantee of service or delivery.

      Jim Irwin indicated they were looking at free shipping for large overseas orders, but so far they haven't made a move on that.

      James
      The Barrows Bearhawk: Who knew my wife could get jealous of a plane?

      Comment


      • James
        James commented
        Editing a comment
        Yeah, there is one, but he just orders the same parts for you, adds on the shipping, and takes a commission as well, so it's cheaper to just order it yourself :-)
        Moreover, the Australian guy can't give you prices at the time of order, whereas the ACS website does.

      • davzLSA
        davzLSA commented
        Editing a comment
        Hi James, In regard to the usps that is also true for here in the US, They say they can do next day or 2nd day shipping but it is not reliable.

      • James
        James commented
        Editing a comment
        Yeah DavzLSA - it seems that there is a big difference between the shipping options on offer, a bit bewildering to the outsider.
        When I finish my bearhawk, I'll start my own air shipping company - write in with suggestions for a business name!
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