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Aircraft Spruce Rant



 
 
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  #11  
Old November 8th 06, 11:28 PM posted to rec.aviation.homebuilt
Dennis Johnson
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Posts: 44
Default Aircraft Spruce Rant

I'm nearing the completion of my homebuilt, which includes lots of stuff
from Aircraft Spruce. I'm very happy with them. One time, an order arrived
with the wrong length AN bolts. I explained it to customer service, she put
me on hold, went into the warehouse and confirmed that someone had dumped
the wrong size AN bolts into one of the bins. Came back on the line,
explained what happened, and mailed the correct size bolts to me right away.
I was impressed with her initiative; instead of just sending me some more
bolts, she tracked it down, figured out the problem, and fixed it on the
spot.

Seems to me that Spruce is doing it just about as good as it gets.

Best,
Dennis Johnson
Lancair Legacy; first flight by Christmas?


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  #12  
Old November 9th 06, 01:48 AM posted to rec.aviation.homebuilt
flyboy494
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Posts: 2
Default Aircraft Spruce Rant

I too have had problems with Aircraft Spruce. Fortunately, my
experiences have been relatively minor in comparison with the horror
stories I have heard. Some of their business practices are quite
questionable. I will buy from Spruce only when there is absolutely no
other source.

Kent

  #13  
Old November 9th 06, 03:44 AM posted to rec.aviation.homebuilt
Kyle Boatright
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Posts: 578
Default Aircraft Spruce Rant

Doug,

I've ordered from a dozen different aircraft supply companies. With one
exception (Skybolt), all of my experiences have been pretty good. Spruce is
very good in my opinion. Having one order delayed by a couple of days
doesn't seem like a big deal to me, regardless of how much money you have
spent through the supplier.

The thing I have learned with all of the suppliers is to ask "Is the item in
stock?" and "If not, when are you expecting a shipment?".

KB

"Doug Palmer" wrote in message
ink.net...
I have now been working on my project almost ten years and generally
Aircraft Spruce and Specialty has been the benefactor. Their website now
states that orders placed before 3:00 PM will ship the same day. This is
bull****. I ordered two gallons of UV smooth prime on Saturday and for
some reason they have not managed to put two gallons of paint into a box
and get it out and it is tuesday. I called them to ask when it would ship,
and I get attitude and an exasperated it should go out today sir.

Dealing with the spruce crowd has been a roller coaster ride. At times
they shine, then they will simply act like a third rate mail order house.
Most companies after you have spent 40-60K with them would give you some
sort of customer service and recognition as a return customer, not these
guys, hell, they seem to go out of the way to tick you off.

I'll be done soon, and not dealing with Spruce will be nice. I already
went with Gulf Coast Avionics for my radios as they had good phone support
and good prices - I highly reccommend. I bought my Wheels and several
other larger cost items through Wicks, again better prices. And I must
say, I enjoy calling the folks at Wicks for stuff. Their people are
friendly and there is a family feel on the phone. Unfortunately being a
northern California builder I often go with Spruce because once they fill
the order it only takes two days to get here UPS ground.

I guess the point of ths rant is to encourage builders to go with some of
the other good guys. The folks that have treated me right include Wicks,
B&C Specialty, Gulf Coast Avionics, RST, SKyGeek, Vans, Airparts Inc,
Mezimer (MAC), Grove Aircraft, Aero Parts and Supply, Sacramento Sky
Ranch. I'm sure there are others but I just cannot think of them now.

BTW the project is halfway through being painted, some photos can be seen
at http://www.whitealbatross.com/Webplane/index.htm

Thanks for listening!

Doug



  #14  
Old November 9th 06, 11:46 AM posted to rec.aviation.homebuilt
Lou
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Posts: 403
Default Aircraft Spruce Rant

I guess I don't see the big deal here. It say right on the front page
"certain restrictions apply"
I can't think of any shipping company that ships on sundays, and most
people know that UPS
doesn't work on weekends, sooooo what did you expect?

  #15  
Old November 9th 06, 02:45 PM posted to rec.aviation.homebuilt
Doug Palmer
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Posts: 38
Default Aircraft Spruce Rant

NO big deal, When I placed the order I was told it would go "right out" so I
was dissapointed when a Saturday order didn't go out on Monday, then when I
called (on Tuesday) to find out when it would actually ship I caught the
"why are you calling" attitude. Well, why advertise that you can get orders
out the same day when you can't get them out given a full business day? If
the service agent had one iota of hospitality I would not have started the
thread. I mentioned that Spruce shines from time to time, but bottom line
is that the other companies do a better job with their customer service
agents.


"Lou" wrote in message
ups.com...
I guess I don't see the big deal here. It say right on the front page
"certain restrictions apply"
I can't think of any shipping company that ships on sundays, and most
people know that UPS
doesn't work on weekends, sooooo what did you expect?



  #16  
Old November 9th 06, 02:52 PM posted to rec.aviation.homebuilt
David Melby Cavalier
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Posts: 4
Default Aircraft Spruce Rant


Doug Palmer wrote:
I have now been working on my project almost ten years and generally
Aircraft Spruce and Specialty has been the benefactor. Their website now
states that orders placed before 3:00 PM will ship the same day. This is
bull****. I ordered two gallons of UV smooth prime on Saturday and for some
reason they have not managed to put two gallons of paint into a box and get
it out and it is tuesday. I called them to ask when it would ship, and I
get attitude and an exasperated it should go out today sir.

Dealing with the spruce crowd has been a roller coaster ride. At times they
shine, then they will simply act like a third rate mail order house. Most
companies after you have spent 40-60K with them would give you some sort of
customer service and recognition as a return customer, not these guys, hell,
they seem to go out of the way to tick you off.

I'll be done soon, and not dealing with Spruce will be nice. I already went
with Gulf Coast Avionics for my radios as they had good phone support and
good prices - I highly reccommend. I bought my Wheels and several other
larger cost items through Wicks, again better prices. And I must say, I
enjoy calling the folks at Wicks for stuff. Their people are friendly and
there is a family feel on the phone. Unfortunately being a northern
California builder I often go with Spruce because once they fill the order
it only takes two days to get here UPS ground.

I guess the point of ths rant is to encourage builders to go with some of
the other good guys. The folks that have treated me right include Wicks,
B&C Specialty, Gulf Coast Avionics, RST, SKyGeek, Vans, Airparts Inc,
Mezimer (MAC), Grove Aircraft, Aero Parts and Supply, Sacramento Sky Ranch.
I'm sure there are others but I just cannot think of them now.

BTW the project is halfway through being painted, some photos can be seen at
http://www.whitealbatross.com/Webplane/index.htm

Thanks for listening!

Doug


I find this hard to believe. I have been buying from Spruce for years
and years and have found thier service to be the best. Never a
problem. When I have called them about something, they have been very
helpful. Not the case with Wicks.

  #17  
Old November 9th 06, 08:38 PM posted to rec.aviation.homebuilt
jls
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Posts: 60
Default Aircraft Spruce Rant


Jerry Springer wrote:
Doug Palmer wrote:
I have now been working on my project almost ten years and generally
Aircraft Spruce and Specialty has been the benefactor. Their website now
states that orders placed before 3:00 PM will ship the same day. This is
bull****. I ordered two gallons of UV smooth prime on Saturday and for some
reason they have not managed to put two gallons of paint into a box and get
it out and it is tuesday. I called them to ask when it would ship, and I
get attitude and an exasperated it should go out today sir.


Thanks for listening!

Doug



YOU WILL be hearing from Jim Irwin now. :-) He sent me personal email
when I complained. They have rude customer service, but as others have
said they have great inventory.


A year or so ago I got angry with them, even got on Jim's
do-not-sell-to-this-guy list.
I called and talked to the sales manager. He was very courteous.
Since then I have bought frequently and never had a nickel's worth of
trouble, quick service, kind and helpful people, except for one guy. I
called and got his name but never complained. Service overall has been
too good to complain. Every barrel always has a bad apple.

Looks like RV-driver Springer is even trading with them again.

Doug, call and ask to speak to Spruce's sales manager. Martacci I
think is his name.

  #18  
Old November 9th 06, 09:35 PM posted to rec.aviation.homebuilt
Morgans[_2_]
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Posts: 3,924
Default Aircraft Spruce Rant


"Doug Palmer" wrote

Well, why advertise that you can get orders out the same day when you can't
get them out given a full business day? If the service agent had one iota of
hospitality I would not have started the thread.


Did you ask for a reason that it did not go out in one business day, as
advertised?

If not, that would be a beginning. Perhaps (I'm only guessing) there was a very
good reason that it did not, like an important part of you order was due to come
in, and without it, it would have been back-ordered. Something "like" that,
perhaps. Still, it should be standard operating procedure for Spruce to call
and inform you (or anyone) of a delay, I would think.

If you did ask, but got no answer, then it is time to go up the chain of
command, very politely, though, until you do get an answer, even if it is only
an admission of "we dropped the ball.". I have always found that calm
conversation begets calm conversation and answers. People's nature is to get
defensive, if they are backed into a corner.

I'm not accusing you of being rude or less than calm, since I don't know how
this all transpired. I hope you have better luck next time.
--
Jim in NC

  #19  
Old November 10th 06, 01:36 AM posted to rec.aviation.homebuilt
.Blueskies.
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Posts: 249
Default Aircraft Spruce Rant


"Dennis Johnson" wrote in message . ..
: Best,
: Dennis Johnson
: Lancair Legacy; first flight by Christmas?
:
:

Sounds like the fun is about to start...keep us posted!


  #20  
Old November 11th 06, 03:19 PM posted to rec.aviation.homebuilt
J.Kahn
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Posts: 120
Default Aircraft Spruce Rant

The Tiara was that geared engine that Continental abandoned in the 70s.
How many Tiara's were made? I thought there were very few out there.

Speaking of spruce, I was chatting with the gentleman at Western
Aircraft here in Canada and he said that remaining big sitka logs are
becoming totally sewn up by Asian buyers and it is just about impossible
to get logs that will produce anything but capstrip anymore. He is
starting to offer mil spec quality Hemlock as an alternative, which has
the availability of spruce 10-20 years ago, not being in heavy demand to
build Japanese temples and such. It is 10% heavier and 10% stronger and
doesn't splinter readily like fir.

John K

Doug Palmer wrote:
Thanks for all the compliments folks. Sounds like others have enjoyed the
wicks experience. My point wasn't necessarily to stay away from Spruce,
they do have a huge inventory, but to give the smaller guys a chance because
they seem to try harder.

The plane is a Spencer Amphibian. The flying surfaces are getting painted
now, I am hoping to have it airborne in the spring. Engine is a Continental
Tiara 6-285-C2, Prop is a 84" 3 Bladed MT reversible.

No I have not heard the UV smooth Prime nightmares, Clue me in. Most people
I know using it love the stuff. I did notice that Polyfiber changed their
recommendations for dry time from 24 hours to 3 weeks which did pique my
curiosity.

 




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