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pennington(at)q.com
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 Posted: Mon Jan 26, 2009 10:42 am Post subject: Tru Trak DigiFlight II Auto Pilot |
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<?xml:namespace prefix="v" /><?xml:namespace prefix="o" /><![endif]--> Hello again
I'd like to provide everyone an update on the problems I've had with my Tru Trak Auto Pilot.
This morning, I called Tru Trak and spoke with Lucas in their Tech Support area. I explained that the latest failure happened Saturday morning when the LCD display blanked out. His response was, "Yeah, we have had a lot of problems with those displays. We have been looking for another company to outsource to, but haven't had any luck." Then I said, "You're telling me that you know the units are bad and you sell them to your customers anyway"? Lucas said, "Well, if we didn't sell you the product we would go out of business and you wouldn't have any service"! With an attitude like that, they should go out of business! I ask Lucas where the units were made. China maybe? He said, "I don't have any idea. We don't build them, we just sell them. As far as I know, they are pieced out to various sources and then assembled somewhere else".
What the hell has happened to businesses in this country? They don't give a rats ass about product quality or longevity and they care even less about the customer! Their only concern is profit. Our country is currently in a serious recession and I feel bad saying this, but, maybe it is a good thing. Maybe it will weed out companies like Tru Trak and we can begin again. Maybe the companies that survive will revert to old values from the 50's and 60's where quality and customer service is paramount.
Thank you for allowing me to vent.
Gary Pennington
[quote][b]
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wampam
Joined: 20 Oct 2008
Posts: 49
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| Posted: Mon Jan 26, 2009 11:08 am Post subject: Tru Trak DigiFlight II Auto Pilot |
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I have heard a lot of good about TruTrak. It is too bad that a single Tech Support person can change that perception. All of there management are listed on there site. See if you can contact one of them. Chances are they are nor aware of this attitude and would be very interested in hearing about it.
http://www.trutrakflightsystems.com/aboutus.htm
Walt M.
N881WP
From: owner-lightning-list-server(at)matronics.com [mailto:owner-lightning-list-server(at)matronics.com] On Behalf Of GARY PENNINGTON
Sent: Monday, January 26, 2009 10:42 AM
To: lightning-list
Subject: Tru Trak DigiFlight II Auto Pilot
Hello again
I'd like to provide everyone an update on the problems I've had with my Tru Trak Auto Pilot.
This morning, I called Tru Trak and spoke with Lucas in their Tech Support area. I explained that the latest failure happened Saturday morning when the LCD display blanked out. His response was, "[i]Yeah, we have had a lot of problems with those displays. We have been looking for another company to outsource to, but haven't had any luck." [/i]Then I said, [i]"You're telling me that [/i][b]you know [/b][i]the units are bad and you sell them to your customers anyway"? [/i]Lucas said, "[i]Well, if we didn't sell you the product we would go out of business and you wouldn't have [/i][b]any [/b][i]service"! [/i]With an attitude like that, they should go out of business! I ask Lucas where the units were made. China maybe? He said, "[i]I don't have any idea. We don't build them, we just sell them. As far as I know, they are pieced out to various sources and then assembled somewhere else". [/i]
What the hell has happened to businesses in this country? They don't give a rats ass about product quality or longevity and they care even less about the customer! Their only concern is profit. Our country is currently in a serious recession and I feel bad saying this, but, maybe it is a good thing. Maybe it will weed out companies like Tru Trak and we can begin again. Maybe the companies that survive will revert to old values from the 50's and 60's where quality and customer service is paramount.
Thank you for allowing me to vent.
Gary Pennington
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Thank you for your cooperation [quote][b]
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mark(at)flylightning.net
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| Posted: Mon Jan 26, 2009 11:38 am Post subject: Tru Trak DigiFlight II Auto Pilot |
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Gary,
Sorry to hear about your experience with Tru Trak. Try talking to Zach. In the past he's been very helpful to me. Also, please call them back and ask to speak to the owner. I'm sure he'd like to hear about your experience.
We've had pretty good luck with Tru Trak in the past and I even bought one for my own project. Please let their management team know your concerns and give them a chance to make it right.
Mark
Mark Stauffer
Production Manager
Arion Aircraft
2842 Hwy 231 North
Shelbyville, TN 37160
(931) 680-1781
[quote] --
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Kayberg(at)AOL.COM
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| Posted: Tue Jan 27, 2009 4:51 am Post subject: Tru Trak DigiFlight II Auto Pilot |
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Gary, this is not an uncommon generic problem.
Experimental aviation is a rather small market. Innovation is king, but because of the size and money involved, "the latest and greatest" design is guaranteed to have problems.
You can have all the best intentions in the world, but limited sales and limited capitol can make you dependant on single-source providers. Even if you can find another vendor, it takes time to change over. For example, if the current Lightning canopy provider decided to go out of business, it could result in a shortage of canopies for at least 6 months as well as a huge increase in their cost. All manufacturers in this experimental kit field are vulnerable to vendor problems. No amount of "customer service" can make a canopy.... or a digital display for that matter.
If the Tru Track vendor is having problems with their display, most likely their only hope is to somehow help the vendor through their problems. That will likely mean replacements as they fail. They probably know they will have failures, but dont know which ones!! If you are answering the phone at Tru Track, it is not a pleasant experience to take calls knowing there is a problem, but also knowing there is a limited solution.
Wether you like it or not, the answer ""Well, if we didn't sell you the product we would go out of business and you wouldn't have any service!!" is very true. Continuing sales keeps money coming in that can pay for vendor changes or design changes. By definition, if you change vendors you increase your costs. There is a reason that Bendix King, Garmin or Narco costs more. Their materials cost more, their vendors cost more and they have a lot more design and "burn time" invested in their products.
We have been trained to expect great customer service. And if you are Home Depot, Lowes or Wal-Mart you can supply it. But in the Experimental Aircraft world, EVERYTHING IS EXPERIMENAL!!! Oh, we all hope that when we write a check that is much bigger than we would like to spend that we are getting a perfect airplane kit plus accessories. It is just not reality.
I understand you were just venting your frustrations......and I am venting mine. We have been trained as consumers to have high expectations and low loyalty. In the experimental aviation world, I think we need lower expectations and higher loyalty. There were some real challenges in the early days of Lightning sales. But I and the others at Green Landings made a commitment to both the design and the people behind it. We understood their struggles because we had lived with them ourselves in marketing the SkyRanger. We had experienced the total frustration of being at the mercy of a vendor. But we all got through it.
The excellence of a design and the dedication of the people behind it can prevail in the end.....assuming sales and capital are sufficient.
It sounds silly, but I think it is true. The best way to improve an excellent but low volume product with a vendor problem is to get more people to buy the product!!
Doug koenigsberg
In a message dated 1/26/2009 1:43:03 P.M. Eastern Standard Time, pennington(at)q.com writes:
| Quote: |
I'd like to provide everyone an update on the problems I've had with my Tru Trak Auto Pilot.
This morning, I called Tru Trak and spoke with Lucas in their Tech Support area. I explained that the latest failure happened Saturday morning when the LCD display blanked out. His response was, "Yeah, we have had a lot of problems with those displays. We have been looking for another company to outsource to, but haven't had any luck." Then I said, "You're telling me that you know the units are bad and you sell them to your customers anyway"? Lucas said, "Well, if we didn't sell you the product we would go out of business and you wouldn't have any service"! With an attitude like that, they should go out of business! I ask Lucas where the units were made. China maybe? He said, "I don't have any idea. We don't build them, we just sell them. As far as I know, they are pieced out to various sources and then assembled somewhere else".
What the hell has happened to businesses in this country? They don't give a rats ass about product quality or longevity and they care even less about the customer! Their only concern is profit. Our country is currently in a serious recession and I feel bad saying this, but, maybe it is a good thing. Maybe it will weed out companies like Tru Trak and we can begin again. Maybe the companies that survive will revert to old values from the 50's and 60's where quality and customer service is paramount.
Thank you for allowing me to vent.
Gary Pennington
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[quote][b]
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