Wayne, you are correct, but I did sleep at a Holiday Inn Express last night.
On a serious note, the fact that Murphy still exists after 23 years is a credit
to Darryl and MAM. That being said, deplorable customer service and the
abandonment of a sales and marketing function by the company (I am
referring to pre-Patterson Aero Sales at this point) is not the way to see a
company through trying economic times.
Luckily, the people on this list have access to the techinical support that you
can provide as well as the sage advice of many others. And let us not forget
the enthusiastic efforts of Bob P trying to make a difference.
PS - in my day job, I'm a CPA/Accountant so I'm pretty well versed in the
financial challenges of running privately owned small businesses in a both a
good and not-so-good economy.
James Smith
Rebel 424R
On 11/28/2008 4:19 PM,
snowyrvr@mtaonline.net wrote to rebel-builders:
-> Wayne, there's a difference in complaining and stating facts. Another fact
-> is that if you're in business, you act like it, whether you have 23 yrs in
-> or 50. Otherwise you don't stay in business. :)
->
-> -----Original Message-----
-> From:
mike.davis@dcsol.com [mailto:
mike.davis@dcsol.com] On Behalf Of
Wayne
-> G. O'Shea
-> Sent: Friday, November 28, 2008 1:48 PM
-> To:
rebel-builders@dcsol.com
-> Subject: Re: [rebel-builders] Contact with the factory
->
-> Is it fair to assume that none of the "complainers" have attempted to run
a
-> manufacturing facility in the last 4 or 5 years in North America. Many
-> facilities have the lights dim.. if barely on at all. I know that our
-> injected plastic plant's gross sales have dropped from around 10 million a
-> year... to less than 3 in the last 3 years... times aren't good. At 23+
-> years in... I'm surprised Darryl even bothers to get out of bed in the
-> morning to drive into the factory before noon... I know by now I wouldn't
-> be... and don't as matter of fact!
->
-> ;o)
->
-> Wayne
->
-> ----- Original Message -----
-> From: "Craig Walls" <
snowyrvr@mtaonline.net>
-> To: <
rebel-builders@dcsol.com>
-> Sent: Friday, November 28, 2008 2:06 PM
-> Subject: RE: [rebel-builders] Contact with the factory
->
->
-> > Kudos to you, Bob, for attempting to keep all of these happenings looking
-> > normal. And I appreciate the way you promote Murphy products (you've
-> > always
-> > done this) and help builders like me.
-> >
-> > As far as customer service, Jeff is the only bright spot at MAM. During
-> > our
-> > visit last July it was embarrassingly obvious that no one else there was
-> > even vaguely interested in the fact that we had bought one of their
-> > products
-> > or had traveled a long way to see the factory. I practically had to force
-> > myself on Darrell to get him to acknowledge my presence. That is not
-> > customer service. That is customer no-service! Anyone willing to admit
-> > it
-> > can see the slow change and progress toward eventual close down. As
a
-> > builder with a long way to go I only hope I can get anything I need from
-> > them before this happens.
-> > Craig
-> >
-> >
-> > -----Original Message-----
-> > From:
mike.davis@dcsol.com [mailto:
mike.davis@dcsol.com] On Behalf Of
-> >
james.smith@dcsol.com
-> > Sent: Thursday, November 27, 2008 3:48 PM
-> > To:
rebel-builders@dcsol.com
-> > Subject: Re: [rebel-builders] Contact with the factory
-> >
-> > I'm sorry Bob but from my experience they have been short staffed for
over
-> > two years. Voice mail is not customer service. Pricing parts is a
-> > no-brainer
-> > in today's computer age. "THAT is the EXPLANATION. Perhaps there is
no
-> > justification for not being perfect, or even average ...." You hit it on
-> > the
-> > head here Bob, they're not even average - THEY SUCK.
-> >
-> > And what I'm really getting tired of is that the only place you can get
-> > any
-> > information on the Company or "response" from the factory is right here
on
-> > this builders list - not from them of course but from fellow builders -
-> > and
-> > I'm
-> > guessing that Mike Davis isn't receiving financial support from Murphy so
-> > that
-> > we can communicate in this manner.
-> >
-> > Oh yeah, I'm not having a bad day either. But on this US Holiday -
-> > Thanksgiving, one of the things I'm thankful for is that I've figured out
-> > how to
-> > finish the rebuild of my Rebel without needing anything from the factory
-> > due
-> >
-> > to the talent of my Dad - Simon, and brother - Matt.
-> >
-> > James Smith
-> > Rebel 424R
-> >
-> > On 11/27/2008 11:00 AM,
bobp@prosumers.ca wrote to rebel-builders:
-> >
-> > ->
-> > -> I'm sorry - that wasn't worded well !
-> > ->
-> > -> The phones are STILL BEING ANSWERED, since VOICE MAIL
-> > -> is STILL WORKING, and EMAILS are STILL BEING RECEIVED !
-> > -> In fact, continuity of receiving communications IS being preserved.
-> > ->
-> > -> The delay will be in ANSWERING !
-> > ->
-> > -> I would hope that a reasonable person, knowing that they
-> > -> are short-staffed, and that those few staff are working hard to
-> > -> get moved and operating again, would be a bit patient and
-> > -> understanding if they didn't get an INSTANT RESPONSE to their
query !
-> > -> It might be a week or so ...
-> > ->
-> > -> OF COURSE they WANT to look after customers, and have many
-> > -> things to work on - perhaps too many ! Move desks & computers,
-> > -> paint walls, run wiring, move printers, keep manufacturing parts,
-> > -> prepare quotes for parts, order materials, get shipping prices,
-> > -> ship parts orders, ship complete aircraft kits, try to find new,
-> > -> experienced CAD operators, look for new CNC operators,
-> > -> try to figure out what parts a customer needs to repair his
-> > -> crashed aircraft - from one picture of the wreck, then price
-> > -> all those parts, and send him the quote, ......
-> > -> (No - I'm not making any of that up !)
-> > ->
-> > -> THAT is the EXPLANATION. Perhaps there is no justification
-> > -> for not being perfect, or even average .... One can only explain
-> > -> the circumstances, and hope for understanding.
-> > ->
-> > -> It's like that old saying : "When you are up to your A**
-> > -> in alligators, it's hard to remember that your original target was
-> > -> to drain the swamp" !!
-> > ->
-> > -> I suppose if you had a few hundred grand deposit paid on a new
-> > -> Eclipse jet right now, you might have a reason for such anxiety ....
-> > ->
-> > -> Please don't shoot the messenger !!
-> > ->
-> > -> (Sorry - I'm having a bad day ! ) ;-)
-> > -> --
-> > -> ......bobp
-> > ->
bobp@prosumers.ca
-> > ->
http://www.prosumers.ca/Ramble09
-> > ->
-> > ->
http://bpatterson.qhealthbeauty.com
-> > ->
http://apatterson2.qhealthzone.com
-> > ->
http://apatterson2.ordermygift.com
-> > ->
-> > -> -------------------------------orig.-------------------------
-> > -> On Thursday 27 November 2008 17:52, Bob Patterson wrote:
-> > -> > Hi All !
-> > -> >
-> > -> > I'm hearing several builders are having trouble contacting
-> > -> > the factory.....
-> > -> >
-> > -> > I guess there should have been something on the web site ...
-> > -> > they are moving all the offices from the 2nd floor to the main floor,
-> > -> > and all the computers & phones are disconnected !!
-> > -> >
-> > -> > Should be all set up again within a week or so ... they are
-> > -> > building new offices, painting, etc. .... They are still getting
-> > -> > the odd call & email out, but it's awkward.
-> > -> >
-> > -> > Sorry !! Please bear with them - it's all part of
-> > streamlining
-> > -> > operations to keep costs down, and keep your parts available.
-> > -> > Still better to be a bit slower than not at all ! ;-)
-> > -> >
-> > -> > --
-> > -> > ......bobp
-> > -> >
bobp@prosumers.ca
-> > -> >
http://www.prosumers.ca/Ramble09
-> > -> >
-> > -> >
http://bpatterson.qhealthbeauty.com
-> > -> >
http://apatterson2.qhealthzone.com
-> > -> >
http://apatterson2.ordermygift.com
-> > ->
-> >
-> >
-> >
-> >
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