What Others Are Saying About Aircraft Spruce

"Ron Natalie" wrote in message
m...
Juan Jimenez wrote:
I have found over the years that most people who whine about AS&S
greatly
exaggerate the stories, and even if the stories were true, they probably
deserved to be treated the way they _claim_ they were treated. Case in
point, "jls". He certainly falls squarely into that category.


I have to say that in the years I've dealt with them, they have
much improved. Years ago (long before they acquired Alexander)
a large percentage of my orders got screwed up. Not out of dishonesty,
just stupidity. Typical would be that they'd not tell you things
were backordered until you were sitting around wondering if it was
ever going to arrive. Another event was when their computer said
they had a part in stock, but the order pullers couldn't find it and
nobody did anything (call me, order some more inventory, etc...).
That and in those days, they wouldn't take customer service inquiries
on the 800 number.

They *still* don't take customer service inquiries on the 800 number. They
switch you off to another 800 number after you have spent 5 to 10 minutes
punching numbers, looking for the correct pigeon-hole, and holding.

Don't take my word for it.

Try 877.477.7823, which is their toll-free number, and see. You won't get
customer service. You won't get anything but a runaround at that number
unless you're buying --- it is a purchase number only --- and while you're
waiting to get a real person rather than a rash of vague recordings, odious
worn-out music, and unsolicited advice you will hold the receiver between
your jaw and shoulder and be doing something else when a recorded voice will
come on and very quickly tell you that if you want customer service, you
will have to call this new number. Try it. The setup is designed to give
you the run-around. If you miss any one of the digits of the new number,
as I did because I was concentrating on something at the keyboard, you will
have to start the entire process over again, wasting another 5 to 10 minutes
punching keys and holding.

I buy thousands of dollars in parts from many different suppliers, and
Aircraft Spruce's "communication" system and so-called customer service are
by far the most abusive, hostile messes I have encountered in a year. And
the only conclusion I can draw is that Jim Irwin is slick and oily. If you
want to know who sets standards for professionalism and courtesy, try
McMaster, Aviall, McFarlane, Stene Aviation, Brodie's, or Wicks. I buy
parts from several parts houses, some of them in California, who are not
friendly, but they make up for it in competence and punctual service, two
qualities Aircraft Spruce conspicuously lacks.


When you finally get one of Aircraft Spruce's gravel-voiced misanthropes on
the phone (and you had better have all the paperwork including the invoice
in front of you or you'll be brushed off immediately) you are then directed
to call Mitchell Instruments, the manufacturer in Illinois, "because they
prefer to deal with you directly on their guarantee." If you suggest that
your purchase was with ACS&S, not Mitchell, your "friendly" customer service
representative will hang up on you. So then you are required to call back
using their "friendly" telephone system imported from Somalia. And by then
you are beginning to be perturbed.

Looking back, I would have sent an e-mail directly to Irwin:



Warning: I order a lot of stuff using e-mail. Try www.widgetsupply.com
for instance. but if you're a masochist and want to get yourself into a lot
of trouble, try ordering by e-mail from Aircraft Spruce.