Originally Posted by
Fortissimo
The UK AWACS support experience was once described to me as: (Phone rings) "Hello? Boeing here. That will be 1 million dollars, please. What is your question?"
This may explain why the contract eventually went to Northrop Grumman.
Supposedly that all changed when Condit became CEO (1994 IIRC). Before that, Boeing almost gave away the post-sale support (which was a major reason why operators loved Boeing). Condit decided that post-sale support should be a 'profit center' - and started charging big bucks for what had formerly been free or very inexpensive. Funny thing, many customer airlines who had been long time Boeing only suddenly started talking to Airbus.
In the late 1990s, UPS (who was operating new build 767F and 757F) surprisingly announced a big order for A300 freighters. Boeing issued a press release that said Airbus had basically given the aircraft away to keep the A300 line open. UPS responded that 'Yes, we got a real good price, but we're so mad at Boeing right now that we would have picked Airbus even if it was more expensive'
Sadly, Condit and Stonecypher didn't get the message, and continued down that road (they even started charging for the Everett factory tour - which had been free for decades - the tour center also had to be a 'profit center') - which is how Boeing ended up in the mess it's currently in.