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dmasys(at)cox.net
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 Posted: Thu May 31, 2007 4:32 pm Post subject: Beware PTI paint from Aircraft Spruce |
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In case any of you were considering ordering PTI aircraft finishing items from Aircraft Spruce, you might want to reconsider based on the calamity of errors I have experienced attempting to do this. PTI looks like they have the right stuff -- acid wash primer, epoxy primer, topcoat polyurethanes specifically designed for aircraft. Prices aren't too bad either -- a full set of the above for an RV-10 in base white plus two trim colors is about $1800 total in materials.
HOWEVER, Aircraft Spruce makes all of these things backorders since they have to be shipped from the factory (which takes up to 6 weeks between order and even partial receipt), AND A/S has twice deleted key items from my order (such as, uh, the catalyst for the polyurethane, and one of the two other-than-white colors) and not told me. Instead they send a revised invoice that just shows the items that are on backorder -- you have to look line by line compared to the original order to see that specific items are not on backorder but in fact have been silently and completely dropped from the original order. (Not once, but twice, and when I called them the lady said 'those items are no longer available' but how can you sell polyurethane paint if the catalyst for it is 'no longer available'??? And why does the website confirm the order as being available at all?)
So after waiting a month I have a batch of paint supplies partially delivered that are not complete and cannot be used to paint an airplane due to absence of key components, for which I am going to get an RMA and take a 15% return stocking charge on a special order that they could not deliver.
Having placed, oh perhaps 300 orders with A/S over the past six years of building two RV's, this is the absolute worst customer non-service gambit I have ever seen them pull.
So if you actually plan to paint your plane, you'd be a lot better off with a local supplier of automotive finishes as a source than playing the we-can't-deliver-what-we-advertise game with Backorder Spruce.
Lemme see, where is that PPG distributor in the neighborhood...
-Dan Masys
#40448 N104LD almost ready to fly if only it could get painted...
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toaster73(at)earthlink.ne
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| Posted: Thu May 31, 2007 5:45 pm Post subject: Beware PTI paint from Aircraft Spruce |
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If you have not done so I would call and request to talk to the big man, Jim
Irwin or email him direct, he has come on the matronics forums in the past,
and on the -10 forum when were hoping to get bulk alodine from Spruce a few
years back.
I think he would set things straight. He's usually there at the Oshkosh
booth giving out catalogs.
-Chris Lucas
#40072 cabin top...got PTI primer no problem, disappointed to hear this
story
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AirMike
Joined: 27 Feb 2007
Posts: 514
Location: Nevada
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| Posted: Thu May 31, 2007 9:36 pm Post subject: Re: Beware PTI paint from Aircraft Spruce |
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I have found A/S to be very accomodating in the past. I had a problem with some sparkplugs that I got last year and they really went out of their way for me. I do not think that you will need to take the 15% restock if they do not make good. I would speak to the boss or a supervisor before you bag on them. Finally there is always the credit card company if any vendor plays hardball with you. Beware if you do that there are very specific laws and rules that you must follow including written notice within 90 or 120 days.
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_________________
See you OSH '18
Q/B - sold. |
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Aircraft Spruce Info
Joined: 06 Feb 2007
Posts: 14
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| Posted: Wed Jun 06, 2007 3:01 pm Post subject: Beware PTI paint from Aircraft Spruce |
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To: RV Builders
One of our longtime customers posted a complaint about a delay on an order for PTI paints from Aircraft Spruce, and we want to report that the situation has been resolved to our customer’s satisfaction. There was some confusion on our part regarding a few of the PTI products that were backordered, but that has been corrected and all the PTI products are shipping directly from the factory to our customer. We have extended our apology to our customer and assured him that we value his business and look forward to continuing to serve him during the RV project.
If anyone has a question or concern please do not hesitate to contact us and we will look into the matter immediately.
Aircraft Spruce Customer Service
custsvc(at)aircraftspruce.com (cust.serv(at)aircraftspruce.com)
[quote][b]
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indigoonlatigo(at)msn.com
Guest
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| Posted: Wed Jun 06, 2007 7:38 pm Post subject: Beware PTI paint from Aircraft Spruce |
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It sure is amazing how powerful a tool the internet can be and how people or
companies(corporations) become very accountable when there is a perceived
impact on their business.
Two responses form two seperate businesses in two days, that's pretty good.
Of course there are some that would do the right thing regardless of an
economic impact on their company.
It's a good thing!
| Quote: | From: "Aircraft Spruce" <info(at)aircraftspruce.com>
Reply-To: rv10-list(at)matronics.com
To: <RV10-List(at)matronics.com>
Subject: Beware PTI paint from Aircraft Spruce
Date: Wed, 6 Jun 2007 15:59:24 -0700
To: RV Builders
One of our longtime customers posted a complaint about a delay on an order
for PTI paints from Aircraft Spruce, and we want to report that the
situation has been resolved to our customer's satisfaction. There was some
confusion on our part regarding a few of the PTI products that were
backordered, but that has been corrected and all the PTI products are
shipping directly from the factory to our customer. We have extended our
apology to our customer and assured him that we value his business and look
forward to continuing to serve him during the RV project.
If anyone has a question or concern please do not hesitate to contact us
and we will look into the matter immediately.
Aircraft Spruce Customer Service
custsvc(at)aircraftspruce.com
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dmasys(at)cox.net
Guest
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| Posted: Thu Jun 07, 2007 5:02 pm Post subject: Beware PTI paint from Aircraft Spruce |
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That would be me  . And yes, Aircraft Spruce has been very accommodating in resolving the problem, which wasn't so much delays as it was items being seemingly randomly dropped from multiple line orders that included back-ordered items. Kudos to Jim Irwin on heading up a fine organization.
This was a bit of a diversion from a momentous event this week: after turning page after page of Van's instructions for building an RV-10 for the past 22 months, I turned the last page and there were no more pages. The construction on this puppy is done! Now on to paint, with a nonzero chance this thing will actually make it to the OSH homebuilt camping area this July!
-Dan Masys
#40448 N104LD
| Quote: | Time: 04:01:14 PM PST US
From: "Aircraft Spruce" <info(at)aircraftspruce.com>
Subject: Beware PTI paint from Aircraft Spruce
One of our longtime customers posted a complaint about a delay on an
order for PTI paints from Aircraft Spruce, and we want to report that
the situation has been resolved to our customer's satisfaction. There
was some confusion on our part regarding a few of the PTI products that
were backordered, but that has been corrected and all the PTI products
are shipping directly from the factory to our customer. We have extended
our apology to our customer and assured him that we value his business
and look forward to continuing to serve him during the RV project.
If anyone has a question or concern please do not hesitate to contact us
and we will look into the matter immediately.
Aircraft Spruce Customer Service
custsvc(at)aircraftspruce.com
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http://www.matronics.com/Navigator?RV10-List |
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