A little frustrated with Van's today...

[RV9inIowa]

There are some very cult-like reactions out there

You are right about the "cult" thing... I lurked for >3 years on the "other" board trying to decide if I was crazy enough to build my own plane. When the "A model nosewheel collapse" thread was in full force, I innocently posted my concern and foolishly admitted that I'm not the most perfect pilot out there.... Big mistake... one of the major players over there (starts with a B...) told me that I wasn't cut out for homebuilts and that I should stick with spamcans. Probably added another 6 months to my indecision.

Fortunately, I have now proven, beyond any doubt, that I am in fact crazy enough to build my own airplane, no matter what anyone else thinks!

As for Vans service, I think it is a solid 6/10. When I stupidly ordered my wing kit too late and it was going to come when we were on vacation, they went out of their way to get it shipped early so I could have it. Also Ken Scott is great for tech support - he always emails me back in < 3 hours. Admittedly they are often "gruff" on the phone, but I can overlook that to have this much fun!

[RVNewsletter]

Yeah, a few people who've actually built RVs have a short memory. "Remember your roots," I say.

[captain_john]

Shoot, I'm heading back to Mass. on the 7th. Would've loved to grab some lunch. Next time, maybe.

Bob, South Shore?

Come on by and say hello!

CJ

[jim_geo]

Spike and RV9II. You both are correct it but I feel it goes beyond that. If you asked anyone building an RV, myself included, anything about an RV we will most likely give a glowing report about our project and about Vans'. Our response likely born from a voice in our head asking us how we could be part of anything less than great. Well, isn't it? Really? What some of us seem to doing here in this thread is just getting honest amongst ourselves. What's the gain for us if we BS each other? We all already know each of us already knows the truth. That truth, for me, being that I love the product but have a hard time with the corporate structure that allows poor service to be had by me. If a problem exists with the service then there is a problem with the project. I can't get as much as I might out of this project until I can face that fact. The only two questions remaining for me is, one, how do I get Van on board to make the changes needed for me to get my full experience from my project and, two, in the end am I really married to getting the “full”experience or do I just want a really good airplane to fly. What it boils down to for ME is I'm not about changing those few scared, crummy, little, bitter lives. What I want is a plane that flies faster and higher than my 152. So what if I have to suffer them, at least their good at their show and the price of admission is that in the end I have a great plane to fly. After all that has been said, and I repeat myself, it's only a few of them that are the flea on my dogs butt.

[Ron]

Take em out back and shoot em?

[smithhb]

I called Vans today and asked about the backorder status. I was told that they order parts from many, many suppliers and do most of the fabrication of these parts in their shop. They also schedule kit deliveries in anticipation of receiving these supplier parts when scheduled to be delivered...Kinda like an assembly line operation.

Sometimes they (the suppliers) fail to deliver.

When this happens, they bust butt to get the missing parts... The supply delay not only affects the fuse deliveries but can affect all kits, depending on the item delayed. While they try to stock extra in anticipation of potential delays, they still have glitches. In order to over-stock all raw materials they would need massive warehouse space. This translates to higher overhead and higher kit prices.

While I can empathise with their delimma, I also feel a phone call or email explaination is good customer service.

[Bob Barrett]

I have been dealing with Van's Aircraft as a customer for 8 plus years and had a number of conversations with there staff and they are not perfect but they are still there and still answer the telephone etc. My back ordered materials have come along in a reasonable time period for the most part without having to bug them. Yes I have had one or two technical people who could have been more polite. However, they have been reasonable. I know of several people who have started other kits and who got part way through the building process to find their vendor out of business. I hope to fly my airplane soon and I would buy another kit from them.

[jimrobinette]

Another examples of Van's lack of focus on the customer is the fact that they won't correct the -7 instructions that contain known mistakes or unclear wording. To take it even further, they won't rewrite the -7 instructions to the standard of the -10, as "there is no money in it"!

Oh well...

[Spike]

What some of us seem to doing here in this thread is just getting honest amongst ourselves. What's the gain for us if we BS each other? We all already know each of us already knows the truth. That truth, for me, being that I love the product but have a hard time with the corporate structure that allows poor service to be had by me.

I agree with you on this Jim. I do believe that there are quite a few builders out there that love the kits, and the planes, but have issues when dealing with the factory.

The only two questions remaining for me is, one, how do I get Van on board to make the changes needed for me to get my full experience from my project and, two, in the end am I really married to getting the “full”experience or do I just want a really good airplane to fly.

My response to the first question, is that you really can't. That is an initiative that has to start within the organization, and since its a business, that will probably be dollar driven.

I compliment you on your second question. I think that is a perspective that gets lost in the following. I can tell you very much that I am in the second camp. I love the plane and the compromises that Van went with. In the end, I will have some great friendships, and an awesome plane. The "full" experience is what I will make out of it.

As for building another one as people have mentioned, Im not sure that I would. There are some other really snazzy options out there, and despite that an RV10 would fit very nicely, Im not positive I would go this route again.

- John