Hello All, If you all recall, there has been some recent discussion about the service from AS&S. Some of you had stated that your service from them was not up to par and others expressed they had received nothing but quality service from AS&S. Last Thursday night, I replied to a post from a Net member who was not satisfied with the service from AS&S. In my reply, I expressed my own personal dissatisfaction due to the fact I had received an order that very day which was not correct. I ordered from AS&S a RAC T4-5 servo system which clearly stated, in the AS&S catalog, that a LED position indicator came with the unit. Upon opening the package from AS&S there was no position indicator included. I decided that with all the discussion going on about AS&S, I would send an e-mail direct to Jim Irwin, President of Aircraft Spruce & Specialty. Jim Irwin responded the very next morning and assured me that there was something strange going on with this order and he would get to the bottom of it. The manufacturer (RAC, Ray Allen Corp.) provided AS&S with the verbiage to print in their catalog and told Jim Irwin that it indeed was correct. However, if you visit the RAC web site, it clearly states there is no position indicator compatible with the T4-5 nor is it recommended for elevator use. When I discovered this on the RAC web site, I e-mailed Jim Irwin the link and he in turn again contacted RAC to question the facts on their web site. It turns out that RAC has a little pie in their face concerning the facts presented to Jim Irwin and RAC has agreed to correct the problem with AS&S and also has agreed to ship, direct to me UPS Blue, the correct trim system for elevator use. The following paragraph is copied direct from the last e-mail from Jim Irwin:
"We spoke with Gary at Ray Allen Company regarding the incorrect information they gave us for our catalog and website. RAC will be drop shipping the T2-7A direct to you UPS Blue on Wednesday so you should receive it on Friday. We will bill that unit on a net invoice and then credit that invoice out when you return the first unit to us. Please return it to our Corona, CA address and reference RMA #139773. If you have any questions on the return process, please contact our Customer Service Department. RAC will be providing us with the correct product information to update our website." Jim Irwin has handled this with me in a very fast and professional manner. He went to the source, found the problem, and corrected the problem. Jim also kept me in the loop with several e-mails to let me know how things were progressing. The service I received from Jim Irwin was exceptional. I was also very impressed that Jim Irwin did not pass this on to one of his customer service representatives yet handled it himself. How many of you have had the President of a corporation give you, the customer, such personal attention? Jim Irwin and Aircraft Spruce & Specialty have left a lasting impression on me. They are truly a quality operation. Thanks Jim, Mark Jones (N886MJ) Wales, WI USA E-mail me at flyk...@wi.rr.com Visit my KR-2S CorvAIRCRAFT web site at http://mywebpage.netscape.com/n886mj/homepage.html
