Eurocopter Customer Service question..
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Eurocopter Customer Service question..
Hi, this might seem an odd question but I’ve been following these forums for a while and have come to wonder over something..
People keep bashing the “Eurocopter” customer service and, OK, it does not have the best reputation. But is this an overall impression of the Eurocopter-range or does it apply more to certain model-ranges? Does it relate to the whole helicopter or more to some subsystems? (engine, blades, hydraulics, software.. the list goes on..)
Just from rumor I’ve heard that MBB was seen as having one of the top CS’s in the business whereas Aérospatiale had pretty much the opposite
.. Can this still be said or is CS for BO 105, BK 117, EC 135 and EC 145 on the same level as the rest (AS’s and EC 120, 130, 155 and 225)?
People keep bashing the “Eurocopter” customer service and, OK, it does not have the best reputation. But is this an overall impression of the Eurocopter-range or does it apply more to certain model-ranges? Does it relate to the whole helicopter or more to some subsystems? (engine, blades, hydraulics, software.. the list goes on..)
Just from rumor I’ve heard that MBB was seen as having one of the top CS’s in the business whereas Aérospatiale had pretty much the opposite
.. Can this still be said or is CS for BO 105, BK 117, EC 135 and EC 145 on the same level as the rest (AS’s and EC 120, 130, 155 and 225)?
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My experience of operating the EC135 in UK is that the CS from ECD (Eurocopter Deutschland) was second to none.
My experience of operating the AS350 in Canada is that the CS from Eurocopter Canada is awful.
My experience of operating the AS350 in Canada is that the CS from Eurocopter Canada is awful.
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Customer service from Eurocopter UK isn't too bad, they do the best that they can to help you, Guys and girls in the logistics department are very helpful and the Overhaul shop guys are the same, RC who I think heads up the Customer services has been very helpful as well when I've spoken to him.
However they are hampered by their masters in France. That is where the problems lie IMHO.
However they are hampered by their masters in France. That is where the problems lie IMHO.
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EC's problem was that they always felt spares provisioning was the customers responsability. When you purchase the aircraft you should also purchase a sufficient supply of spare parts to maintain the aircraft. I could never work out why the finite lifed items ( the ones it should be easiest to forecast) were nearly always the items in short supply ( Starflexes , sleeves and elastomeric bearings to name a few ). The Germans were a little better I recall ( much smaller product line to support though ).
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OK..
Well, Fly_For_Fun (and the rest of you)..
I do not have an affiliation with MD. As a matter of fact, the only affiliation I have is with Eurocopter.. ECD that is..
The reason I am at all asking this question in the first place is all the threads I’ve seen where someone is asking for advice on what helicopter to look for in a certain role. The answers are often quite harsh on Eurocopter; the reason being poor service. Now, a lot of people provide very specific and detailed background to their criticism which is good. But a lot of them are mainly just badgering Eurocopter strait off.. It could be that someone is looking into an EC 135, 145 or 155 and people with experience from the AS350 answer, saying. “-Eurocopter`s CS is total crap.. go for an A139 or MD 902 or Bell-something-or-whatever instead..”.
The question now is: Does the criticism of the CS for one helicopter necessarily apply to another?? I do very much believe that one should express exactly one`s experiences with an A/C to the advantage of others (so that they can avoid making mistakes). I however do not support the idea of carpet-bombing the Eurocopter customer service on the experience of completely different aircrafts, supported by entirely different customer services.
I’m hoping you can accept this for what it is.. A question on how different Eurocopter helicopters CS’s stack up against one another (and the competition, if you like). What is support like, based on A/C and maybe also different subsystems..?
I do not have an affiliation with MD. As a matter of fact, the only affiliation I have is with Eurocopter.. ECD that is..
The reason I am at all asking this question in the first place is all the threads I’ve seen where someone is asking for advice on what helicopter to look for in a certain role. The answers are often quite harsh on Eurocopter; the reason being poor service. Now, a lot of people provide very specific and detailed background to their criticism which is good. But a lot of them are mainly just badgering Eurocopter strait off.. It could be that someone is looking into an EC 135, 145 or 155 and people with experience from the AS350 answer, saying. “-Eurocopter`s CS is total crap.. go for an A139 or MD 902 or Bell-something-or-whatever instead..”.
The question now is: Does the criticism of the CS for one helicopter necessarily apply to another?? I do very much believe that one should express exactly one`s experiences with an A/C to the advantage of others (so that they can avoid making mistakes). I however do not support the idea of carpet-bombing the Eurocopter customer service on the experience of completely different aircrafts, supported by entirely different customer services.
I’m hoping you can accept this for what it is.. A question on how different Eurocopter helicopters CS’s stack up against one another (and the competition, if you like). What is support like, based on A/C and maybe also different subsystems..?
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It might be a terrible thing to say, but the French side of Eurocopter does seem to be more of a problem, I gather that the Turbomeca CS isn't that brilliant either, but I can't comment from personal experience with regard to the engine.
The Germans will of course be super efficient!
The Germans will of course be super efficient!
Really sorry.. BUMP!!
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I have only had good CS from Eurocopter. The problems I have had were with Turbomeca. First, to try to identify where the metal is coming from (Took them 3 weeks, and they still weren't sure after analising in their lab
)
Then they found a replacement Mod 4 and gave me some rediculous price
After I told them where to get off, they knocked $29 000 of the price
And all this time (6 weeks in total) the aircraft was AOG because they had no loaner anything
)Then they found a replacement Mod 4 and gave me some rediculous price
After I told them where to get off, they knocked $29 000 of the price
And all this time (6 weeks in total) the aircraft was AOG because they had no loaner anything
Last edited by TangoMikeYankee; 30th Apr 2008 at 08:17.
and they still weren't sure after analising in their lab
Ha ha ha!!!! ROFL!!
nothing received but poor CS levels I'm afraid.
From being unable/unwilling to provide aog parts delivery date/time to poor/zero feedback on early failure items.
In the process of arranging face-to-face visit to get some answers but can't believe that the customer has to feel compelled to visit the manufacturer for CS!!
They're too busy with big fish to bother with sparrows.
From being unable/unwilling to provide aog parts delivery date/time to poor/zero feedback on early failure items.
In the process of arranging face-to-face visit to get some answers but can't believe that the customer has to feel compelled to visit the manufacturer for CS!!
They're too busy with big fish to bother with sparrows.
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EESDL said:
“nothing received but poor CS levels I'm afraid.
From being unable/unwilling to provide aog parts delivery date/time to poor/zero feedback on early failure items.
In the process of arranging face-to-face visit to get some answers but can't believe that the customer has to feel compelled to visit the manufacturer for CS!!
They're too busy with big fish to bother with sparrows.”
“nothing received but poor CS levels I'm afraid.
From being unable/unwilling to provide aog parts delivery date/time to poor/zero feedback on early failure items.
In the process of arranging face-to-face visit to get some answers but can't believe that the customer has to feel compelled to visit the manufacturer for CS!!
They're too busy with big fish to bother with sparrows.”
Is this your experience with ALL Eurocopter models? Have you got experience with all? What I was asking for is DETAILED info. NOT a general remark without specifics..
My EC CS experience has mainly been with the EC120, EC UK were estimating 13 months for a seat harness! I think it's a problem with EC France, lack of AOG spares on the shelves, which unfortunately is affecting every other man and his dog. We have been told by them that they are pulling parts off the factory line to supply AOG customers due to having no spares.
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Svenestron,
You ask about customer service, you then list just about all EC types, you then berate people for generalisation.
Just which specific type would you like feed back on?
You ask about customer service, you then list just about all EC types, you then berate people for generalisation.
Just which specific type would you like feed back on?
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After years of being at the bottom end of the Westland spares chain and laterly 8 years of service from ECD and MD lead me to the conclusion that you get what you pay for. If you've got a huge pile of cash doing nothing, you buy a box of spares and 'never' have to wait for extended periods.
The MOD method seemed to be to equip a Squadron with 12 heli's and only fund 66% of them for peacetime use, just strip bits off the 'hangar Queens' in the short term whilst you wait months for actual spares to arrive! Of course when you then deploy to sandy lands you start with a fleet of run down hangar queens before the enemy try to reduce your resources.
The Police system (no Hangar Queens available) is to pay into a pot along with other like minded operators in advance for a promise that items will be made available in good time. This approach often works.....
regards to all.
The MOD method seemed to be to equip a Squadron with 12 heli's and only fund 66% of them for peacetime use, just strip bits off the 'hangar Queens' in the short term whilst you wait months for actual spares to arrive! Of course when you then deploy to sandy lands you start with a fleet of run down hangar queens before the enemy try to reduce your resources.
The Police system (no Hangar Queens available) is to pay into a pot along with other like minded operators in advance for a promise that items will be made available in good time. This approach often works.....
regards to all.
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Svenestron goes Bump in the night..
quichemech wrote:
Well..
I was looking for info on all types, just wanted the info given to be coupled with the type..
There is a difference, at least to me, between saying "I have had only terrible CS from EC!" and "I have had only terrible CS from EC on my EC135!".. at least if you want to make a distinction between different Models of helicopters..
It just might be that the perceived (and perhaps very real) bad CS delivered by EC is specific to some models..
My "gripe" is, as I stated, with people that warn potential buyers to stay away from an A/C because of their personal bad experience with CS that might not be at all related to the A/C this potential buyer is looking at..
You may have experience with the CS of the AS332. This does not necessarily mean you are qualified to comment on CS concerning the BO105..
Likewise, having a EC145 parked on your pad does not mean you know what CS is like for owners of a EC120..
I believe anyone that reads the first post through understands what I was asking..
Svenestron,
You ask about customer service, you then list just about all EC types, you then berate people for generalisation.
Just which specific type would you like feed back on?
You ask about customer service, you then list just about all EC types, you then berate people for generalisation.
Just which specific type would you like feed back on?
I was looking for info on all types, just wanted the info given to be coupled with the type..
There is a difference, at least to me, between saying "I have had only terrible CS from EC!" and "I have had only terrible CS from EC on my EC135!".. at least if you want to make a distinction between different Models of helicopters..
It just might be that the perceived (and perhaps very real) bad CS delivered by EC is specific to some models..
My "gripe" is, as I stated, with people that warn potential buyers to stay away from an A/C because of their personal bad experience with CS that might not be at all related to the A/C this potential buyer is looking at..
You may have experience with the CS of the AS332. This does not necessarily mean you are qualified to comment on CS concerning the BO105..
Likewise, having a EC145 parked on your pad does not mean you know what CS is like for owners of a EC120..
I believe anyone that reads the first post through understands what I was asking..
I guess EC moving from third to fifth place (as in last place) in the 2009 Pro Pilot survey probably means there are a few customers that are not pleased with their Customer Service 
