Cyclic
Hit the nail on the head there! As a typical experience I can relate as follows.
A long time ago (when I had hair - a VERY long time ago!) I was one of the first LAE's in UK to gain a type rating on the Gazelle (SA341). I thought it was the killer of a machine from a maintenance standpoint - and streets ahead of its contemporaries at the time - FH1100, J/R, H500. Clever bits of (English) design, like the vernier built-in to the blade grip to set a replacement blade; the acres of space on the Xmsn platform; the ease of engine removal and installation; the clever Tq indication system - I could go on.............!
I believe the performance was pretty damned impressive also (even if the blades do go the wrong way round)
But it was the total lack of technical support from Westland that killed its success. Getting spares was always an interesting exercise; as was a civil release for them - very occasional as I recall. One particular event sums up the total mis-appreciation of what the commercial market needed and reasonably could expect of the OEM. Westland published an SB for the addition of a grease nipple for lubrication of the swashplate. No special deal this - carefully drill a hole, tap it, screw in the nipple, job done.
It was necessary to take the assembly to the Weston-Super-Mare plant for this work to be completed; no-one's listening to my LAE's comments and frankly Product Support didn't even seem to know what an LAE was. So off I go with the swashplate in the back of the van. Arrive at Weston and get a bollocking for not presenting the component in its Westland-approved transit box.
I asked what time in the afternoon I could collect the modified unit. "No chance" I was told. "When then?" I asked. (Wait for it) "It'll take about 9 months......" and he was serious
Apparently the 'system' provided for EVERYTHING received to go down the full O/H route, irrespective of what work was needed - hence the timescale. I called my boss; many strenuous conversations ensued i believe. Finally, the following day I was permitted to enter the hallowed portals to inspect and certify (on my licence number) since there was only 1 x LAE at Westland, based in Yeovil, and he was on leave for two weeks. I was also advised that this was a VERY special concession which was unlikely ever to be given again, and I should be contrite and ever so grateful.
I never did find out how much the modification cost, but, cynically, I doubt an invoice was ever raised since there was in all probability, absolutely no mechanism to raise one. Anyway, my boss was ready to raise his own on Westland at 10 x the value of their's for certification......
And that, Cylic, is but one insignificant example as to how Westland missed the boat. Well it is from my perspective anyway. - VFR