From: dst+@cs.cmu.edu (Dave Touretzky)
Subject: Piper tells me to get stuffed
Date: Wed, 29 Jul 92 00:25:37 GMT
Organization: School of Computer Science, Carnegie Mellon


I'm considering sending the following letter to the editor to the Aviation
Consumer.  But I'm going to wait a few days to calm down first.  Anyway,
I thought y'all would enjoy it.

-- Dave

Glossary:  AOG = Aircraft On the Ground (i.e., waiting for parts)
           FSDO = Flight Standards District Office (the local FAA guys)

................................................................


                                        David S. Touretzky
                                        16-C Marhoefer Dr.
                                        Pittsburgh, PA 15236

                                        July 29, 1992


Editor, The Aviation Consumer
75 Holly Hill Lane, Box 2626
Greenwich, CT  06836-2626

Editor:

Until my Seneca's nose wheel centering spring was damaged due to improper
towing, I had no idea how irrational the folks at Piper Airfraft had
become.  Not only is the company financially belly-up, Piper is now turning
its back on its own customers.

My mechanic tried to order a replacement part (number 96522-00);
Piper said they don't stock these parts, but make them when they receive an
order.  We could expect a delay of up to eighteen months!  Well okay,
they're in Chapter 11.  Unfortunately, this particular part is in high
demand; there are none available from the salvage places.

In desperation, we sought approval from the local FSDO to have a machine
shop fabricate the part, following Piper's specifications.  My mechanic
sent a fax to Piper saying we need to know the material the shaft is made
of.  He also asked them to specify the diameter and overall length, so we
could use their figures instead of measuring the part ourselves.

This is how Piper thumbed its corporate nose at me and all their other
customers in AOG situations.  Their faxed reply, on Customer Services
letterhead: ``We are unable to supply the information you requested.  Piper
does not give out material specs etc. for our manufactured parts.''

Piper didn't used to act this way, and the other major aircraft
manufacturers still don't.  My mechanic showed me a voluminous folder of
engineering specs and drawings he has been exchanging with Cessna in regard
to a field repair on another airplane.  Piper's refusal to release basic
information about a critical part left him, and me, stunned.

We did finally locate a new part in England.  It may be the last one
available anywhere.  What are other Seneca owners supposed to do, ground
their aircraft for 18 months while they wait for Piper to make the part?
Guess again.  An outfit down in Florida is repairing them illegally; send
in a broken one and they'll FedEx you back a ``fixed'' one.  It won't be an
airworthy, yellow-tagged part, but when you're desperate, what choice do
you have?  Do you hear me, Piper???

The situation in Vero Beech is clearly beyond Chapter 11.  A business
treats customers this way only in its death rattle, when it has lost hope
and abandoned reason.  Rest in peace, Piper Aircraft.



                                 David S. Touretzky

cc: Piper Aircraft Corp.