2008 product AINsupport survey

INSIDE 2008 ratings...... p. 35 what have you done for me lately?...... p. 36 in their own words...... p. 40

PART 1 I AIRCRAFT 2008 The highest overall rating for jets again product goes to Gulfstream. Mitsubishi takes support the top spot among turboprops and AIN Bell leads in the helicopter category. survey by Matt Thurber

During the past few years as the dollar outside the U.S. than to U.S. customers. S I W has weakened against non-U.S. currencies, For manufacturers, growing sales, both E L

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sales of business jets, turboprops and heli- in the U.S. and abroad, present an immense N H O copters outside the U.S. have burgeoned. challenge: how to support so many aircraft J Most aircraft manufacturers report that owners and operators and how to deliver non-U.S. sales are greater than the tradi- support to operators with airplanes based recently sold its first jet in Kosovo. Where providers. A newly formed flight depart- tional 30 to 40 percent of total sales num- in countries that have little or no general will that jet be serviced? Fortunately, dis- ment operating a new , for example, ber, and many are now selling more aircraft aviation infrastructure. Cessna, for example, tances in Europe are relatively short and that has support needs completely different Citation owner will have plenty of nearby from those of the buyer of a well worn, Overall Average Ratings of New and Older Aircraft Combined (in order of 2008 ratings) choices, but what about operators in India, decades-old Learjet 25, or a fleet operator. Russia and China? Will manufacturers be Manufacturers that deliver hundreds of The chart below illustrates the overall average rating of each manufacturer when the newer and older aircraft scores are combined. This provides OEMs and readers a Overall Overall able to provide the needed services cost- aircraft beyond the country of manufacture Percentage glimpse of a manufacturer’s overall support ratings for all its products. The chart is Average Average Change effectively and at levels of quality high have to take into account customs delays broken down by jets and turboprops, as the level of service and support can vary 2008 2007 widely between the two segments. enough to encourage repeat buying? when shipping parts to customers in other These are questions that manufacturers countries. Many have addressed this prob- JETS are already grappling with, and it’s clear lem by building local parts warehouses GULFSTREAM (G100 THROUGH G200, GIV THROUGH G550) 8.21 8.16 0.55% that they are not waiting for their backlogs around the world, but this adds more over- GULFSTREAM (GII, GIII) 7.71 7.64 0.99% to turn into deliveries before paving the head to parts costs, a significant issue for CESSNA (CITATION) 7.64 7.59 0.71% way for product support all over the world. aircraft owners and operators. SABRELINER 7.62 6.19 22.95% Manufacturers also aren’t waiting for air- Business aircraft buyers all want as BOEING (BBJ/737) 7.47 7.91 -5.46% planes to enter service before figuring out much availability as possible, otherwise DASSAULT (FALCON) 7.43 7.40 0.45% how to support them. Most begin the after- what value is there in owning an aircraft? HAWKER (PREMIER I/IA, DIAMOND, BEECHJET 400/400A, HAWKER 400XP) 7.26 7.34 -1.16% sale service planning process well before But they also want reasonable costs of (HAWKER) 7.01 6.86 2.23% the first piece of metal or composite fabric operation, and manufacturers have to balance is cut on a new design. Upon launch of a customer desires against the expense of BOMBARDIER (CHALLENGER) 6.97 6.96 0.13% new aircraft, every manufacturer already delivering after-sale service. To that end, EMBRAER (LEGACY 600) 6.82 7.20 -5.16% has a product support strategy in place, most expand their service capability by BOMBARDIER (LEARJET) 6.81 6.18 10.22% including new entrants such as Honda adding authorized service centers instead BOMBARDIER (GLOBAL EXPRESS/XRS, GLOBAL 5000) 6.56 6.62 -0.79% Aircraft, which imported Honda automotive of building factory-owned service centers. Of IAI (ASTRA, WESTWIND) 6.46 6.22 3.76% Acura luxury brand marketing leader Doug course, this brings its own set of difficulties, TURBOPROPS Danuser to manage HondaJet support. especially how to create a consistent level MITSUBISHI (MU-2, SOLITAIRE, MARQUISE) 9.17 N/A N/A Product support is a tricky business. of service between factory-owned and inde- PILATUS (PC-12) 7.56 7.45 1.48% Botch the after-sale support and a customer is pendent authorized service facilities. HAWKER BEECHCRAFT (KING AIR) 7.16 7.13 0.42% unlikely to be back for future purchases. The Finally, manufacturers of aircraft face a PIPER (CHEYENNE) 5.96 5.78 3.16% customer base is so varied that manufactur- unique conundrum: aircraft last a long time Continues on page 36 Compiled by Jane Campbell with data provided by Forecast International of Newtown, Conn. Source: AIN 2008 Product Support Survey ers have to offer many ways of interacting u Bold indicates highest number in each category. with service and support personnel and Report continues on next page u

34aaAviation International News • August 2008 • www.ainonline.com 2008 RATINGS Aircraft are listed in the order of their 2008 overall averages. Auth. Factory Overall Overall Avg Overall Avg Percentage Parts Cost AOG Warranty Technical Technical Service Service Aircraft 2008 2007 Change Availability of Parts Response Fulfillment Manuals Reps Centers Centers Reliability

NEWER BUSINESS JETS Q GULFSTREAM (G100 THROUGH G200, GIV THROUGH G550) 8.21 8.16 0.76% 7.86 8.11 8.22 6.55 8.62 8.73 8.20 8.70 8.85 CESSNA (CITATION) 7.88 7.74 1.72% 7.67 7.74 8.21 6.59 8.21 8.10 7.78 7.87 8.60 DASSAULT (FALCON) 7.64 7.64 0.10% 7.63 7.12 7.86 6.16 7.90 8.13 7.41 7.99 8.47 BOEING (BBJ/737) 7.47 7.91 -5.46% 7.00 6.56 7.64 6.35 7.74 7.20 8.00 7.43 8.80 HAWKER BEECHCRAFT (PREMIER I/IA, DIAMOND, BEECHJET 400/400A, HAWKER 400XP) 7.36 7.80 -5.66% 7.38 7.25 6.98 5.79 7.21 8.11 7.64 8.46 7.46 HAWKER BEECHCRAFT (HAWKER) 7.09 7.28 -2.66% 7.06 7.22 6.89 6.08 6.73 7.39 6.91 7.19 8.32 BOMBARDIER (CHALLENGER) 7.07 7.11 -0.52% 7.00 6.81 6.41 5.77 6.53 7.45 7.37 7.73 8.45 BOMBARDIER (LEARJET) 6.93 6.23 11.27% 6.88 6.67 6.54 5.31 7.03 6.80 7.27 8.00 7.80 EMBRAER (LEGACY 600) 6.82 7.20 -5.16% 6.67 6.59 5.97 5.88 6.73 6.39 6.73 7.97 8.45 BOMBARDIER (GLOBAL EXPRESS/XRS, GLOBAL 5000) 6.56 6.62 -0.79% 7.05 6.46 5.66 5.07 6.07 6.74 7.03 7.75 7.28 Q OLDER BUSINESS JETS Q GULFSTREAM (G100 THROUGH G200, GIV THROUGH G550) 8.15 8.19 -0.60% 7.67 7.69 8.54 6.11 8.58 8.02 8.42 8.84 9.17 GULFSTREAM (GII, GIII) 7.71 7.64 0.99% 7.63 7.36 7.86 6.10 8.12 7.27 8.04 8.23 8.65 SABRELINER 7.62 6.19 22.95% 8.18 7.23 7.48 6.56 8.13 6.75 7.17 7.96 8.84 CESSNA (CITATION) 7.26 7.36 -1.24% 7.21 7.32 7.44 6.11 7.45 6.88 7.41 7.41 7.99 DASSAULT (FALCON) 7.13 7.11 0.35% 7.48 6.16 7.37 5.57 7.19 7.36 7.05 7.36 8.44 HAWKER BEECHCRAFT (PREMIER I/IA, DIAMOND, BEECHJET 400/400A, HAWKER 400XP) 7.12 6.93 2.76% 7.27 7.46 6.83 5.34 7.00 7.15 7.52 7.70 7.81 HAWKER BEECHCRAFT (HAWKER) 6.90 6.16 12.11% 7.22 6.93 6.76 5.80 6.85 6.34 6.97 7.32 7.76 BOMBARDIER (CHALLENGER) 6.85 6.73 1.79% 7.05 6.48 6.47 5.32 6.80 6.39 7.13 7.80 8.01 BOMBARDIER (LEARJET) 6.61 6.11 8.16% 6.83 6.13 6.58 5.62 6.53 5.92 6.99 6.59 8.01 IAI (ASTRA, WESTWIND) 6.49 6.27 3.42% 7.00 4.74 6.96 5.16 6.87 6.06 6.48 6.81 7.85

NEWER TURBOPROPS Q PILATUS (PC-12) 7.37 7.47 -1.33% 7.24 7.00 7.32 6.44 7.25 7.39 7.63 7.70 8.32 HAWKER BEECHCRAFT (KING AIR) 7.23 7.28 -0.77% 7.02 6.81 7.43 5.73 7.20 7.39 7.74 7.29 8.35 Q OLDER TURBOPROPS Q MITSUBISHI (MU-2, SOLITAIRE, MARQUISE) 9.17 N/A N/A 9.27 9.49 9.25 8.12 9.38 9.09 8.94 9.32 9.64 HAWKER BEECHCRAFT (KING AIR) 7.14 7.07 0.89% 7.26 6.75 7.21 5.67 7.22 7.01 7.46 7.42 8.11 CESSNA (CONQUEST) 6.61 5.88 12.39% 7.38 6.54 6.29 6.00 6.09 5.22 6.92 6.27 8.07 PIPER (CHEYENNE) 5.96 5.97 3.60% 6.88 4.00 5.82 5.41 6.05 4.50 5.75 6.06 7.82 ROTORCRAFT BELL 6.94 7.31 -5.05% 6.94 7.39 6.59 5.66 6.55 6.55 7.35 7.76 7.65 MD 6.78 6.69 1.26% 6.63 6.29 6.84 5.74 7.12 5.75 6.74 7.59 8.21 SIKORSKY 6.45 6.59 -2.21% 6.51 6.36 5.59 4.93 6.17 6.43 6.93 7.53 7.48 AGUSTA 6.13 5.84 4.97% 6.48 6.30 5.79 4.86 6.22 6.70 6.07 6.11 6.96 EUROCOPTER 5.86 6.23 -5.90% 6.00 5.80 5.13 4.75 5.57 5.80 5.58 6.61 7.47 Compiled by Jane Campbell with data provided by Forecast International of Newtown, Conn.

Q Less than 10 years old 1 2 3 4 5 6 7 8 9 10

Q Q More than 10 years old Rating Scale: Bold Type indicates highest rating in each category. Inadequate Poor Average Good Excellent

HOW THE SURVEY WAS ADMINISTERED

AIN’s 2008 Product Support Survey offered 13,552 subscribers the • Technical Manuals–ease of use, formats available, timeliness “Some don’t like it, but the industry is better for it as they strive to opportunity to rate the service and support they receive from manufacturer of updating. improve. It is a rating by the customer; what better information on how support operations and factory-authorized independent service centers. • Technical Reps–response time, knowledge, effectiveness. they are doing can you get?” Readers were asked to rate their aircraft, engines and avionics in nine • Overall Product Reliability–how the product’s overall reliability Survey respondents also questioned whether the manufacturers categories. On the one-to-10 scale, one is inadequate and 10 is excellent. and quality stack up against the competition’s. pay attention to the results. At AIN, we receive a lot of feedback from To be listed in the results, a manufacturer had to garner at least 15 ratings; Of the 13,552 subscribers invited to participate this year, 1,394 re- manufacturers and are certain that they take the survey seriously. One some aircraft types/manufacturers no longer have enough aircraft flying turned their surveys either by submitting information online or by filling director of maintenance, however, regrets having allowed his name to to generate sufficient responses to make the survey statistically useful. out paper ballots. This is the third year that AIN and Forecast Interna- be used with a comment that he made on a previous survey, writing The aircraft results are published in this issue, while the avionics report tional have administered the Product Support Survey electronically, with this year, “The last time my name was published with an other-than- will be featured in September and engines in October. The Product Support participants inputting ratings via a Forecast International Web site. Only favorable comment, [the manufacturer] being described contacted my Survey was conceived by AIN editors and developed and administered 29 paper ballots were submitted for the 2008 Product Support Survey. boss to complain about my comment rather than contacting me about by aerospace research firm Forecast International of Newtown, Conn. The return rate for the 2008 Product Support Survey was 10.28 ways to improve.” It should be emphasized again here that neither AIN The following are the nine ratings categories, including explana- percent, up slightly from last year’s 10 percent, although the number of nor Forecast International shares any of the survey returns with manu- tions of the key points that survey participants were asked to consider ratings for the aircraft segment did drop to 3,029 in 2008 compared facturers. Despite persistent pressure from the OEMs to release more when submitting their opinions: with 3,263 in 2007. information than we publish, we strictly honor the confidentiality • Authorized Service Centers–cost estimates vs. actual, on-time As always, more people visited the survey Web site than completed pledge we make to respondents on the survey invitation. performance, scheduling ease, service experience. the survey, and AIN always welcomes feedback about how the survey The switch to online surveying over the past three years has delivered • Factory Service Centers–same as above. can be improved to make participants’ task easier. According to com- outstanding results, saved tons of paper and made the survey and • Parts Availability–in stock vs. back order, shipping time. ments submitted by participants, survey takers generally found the analysis process much more efficient. While the trend toward online • Cost of Parts–value for price paid. survey enjoyable and easy to complete and appreciated the opportunity surveying will continue, one flight department manager wished for a • AOG Response–speed, accuracy, cost. to provide feedback about their product support experiences. “I feel the return to the good old days. “I hate online,” he wrote, “but there was • Warranty Fulfillment–ease of paperwork, extent of coverage. manufacturers need this,” wrote one senior maintenance technician. no envelope so I endured.” –M.T.

www.ainonline.com • August 2008 • Aviation International Newsaa35 What Have You Done For Me Lately? 2008 AIN asked manufacturers to detail changes operators in Europe and improve respon- and improvements to their product support siveness to customers in the Americas. product efforts during the past year. While AIN made • Improved spares distribution system with AINsupport repeated efforts to gather input from all of new forecasting, key logistics manager as the manufacturers whose products are cov- focal point for customer and logistics field survey ered by this year’s Product Support Survey, reps to assist customers. some did not provide any information. GULFSTREAM AEROSPACE Continued from page 34 u AgustaWestland, Boeing and MD Helicopters • First phase of new factory-owned service and every owner expects service to be avail- last year the Brazilian manufacturer scored did not respond this year. center opened in Savannah, Ga. Hired nearly able as long as he owns the aircraft. Manu- higher than Bombardier. And for the 2008 BELL HELICOPTER 550 new technicians in past 18 months. facturers have taken different approaches survey, Bombardier Global support swapped • All new Bells will come with SkyBooks • Expanding authorized service center part- to this problem. Some, such as Mitsubishi, places with Learjet support2008 for the bottom maintenance-tracking software free during nerships around the world. which built the last MU-2 turboprop in of the rankings. The problems that hadp theroductwarranty period. • PlaneConnect top-of-descent datalinked 1986, continue to support every airplane biggest impact on results for Global sup- • Improved same-day fill rate to 62 percent maintenance data download system is made and have pledged to do so until there port, according to readers,A areIN parts avail-suppofromrt 50 percent and AOG rate to 90 percent helping make “incredible saves.” Work on are none left. Others are trying their best ability, cost of parts and AOG response. from 85 percent using new warehouse next-gen PlaneConnect is under way. but face considerable challenges. For ex- Bombardier was rated highly for Globalsurvey management tools. ample, Piper Aircraft lost a lot of tooling authorized service centers, technical manu- HAWKER BEECHCRAFT • Implemented Bell achievement rating sys- used to make Cheyenne turboprop parts als, tech reps and overall reliability. • Divested FBO division to focus on mainte- in hurricanes and floods, making product Boeing’s BBJ division moved to fourth tem to help ensure consistency of service nance services, reliability and customer support of these airplanes that much more place from last year’s second, followed by among service centers. satisfaction. BOMBARDIER • Enrolled 500th airplane in Support Plus • Added 14 authorized service centers to program and continued adding improve- worldwide network. ments in warranty and support programs. • Implemented mobile repair party teams at • Continued investments in Web delivery Bombardier-owned service centers. of technical publications and Rapid parts • Developing standardized independent survey distribution system. to evaluate service levels at Bombardier- PILATUS AIRCRAFT owned facilities and authorized service • Authorized service centers can now access facilities. all Web-based maintenance manuals free CESSNA AIRCRAFT of charge. • Established centrally managed inventory • Implemented E-bulletins to provide infor- system for Cessna-owned Citation service mation on upgrades, special programs and centers that makes parts available and technical issues to service centers. accessible by all facilities. PIPER AIRCRAFT • Implemented customer-first initiative in • Implemented enhanced delivery program, In this year’s product support survey, as in last Hawker Beechcraft’s smaller jets (Premier North American service centers, where cus- year’s, Gulfstream took the number-one spot for where every customer meets a member of support of both newer jets, such as the G550, I/IA, Diamond, Beechjet 400/400A, Hawker tomers have a point person for all service the customer service department during above, and older jets. 400XP) then the midsize Hawkers. Bom- issues and to assist with local arrangements delivery at the Vero Beach, Fla. facility or bardier’s Challenger and Learjet landed in such as hotels, rental cars and so on. during training at SimCom in Orlando. difficult and expensive. Bombardier offers 7th and 8th place, followed by Embraer • Perfected Citation classic support program, • Re-instituted monthly stocking order, which its Classic service for older aircraft, with and Bombardier’s long-range Globals. focusing on maintenance issues on out-of- moves more parts to Piper dealers and new fees for product support, which is one In the overall average for 2008, Gulf- production aircraft. way for a manufacturer to ensure that sup- stream was the only jet manufacturer to reduces customer downtime. port continues for aging airframes. earn a rating above 8 (8.22). The rest of the DASSAULT FALCON JET • Quarterly contact system added as follow- rankings occupy a range from 6.56 (Bom- • Harmonizing customer support in eastern on to enhanced delivery. Top-rated Jet Manufacturers bardier Global) to 7.88 (Cessna Citation). and western hemispheres by creating new SABRELINER This year’s lineup of jet manufacturer The biggest change percentage-wise be- worldwide organization lead by Jacques • Engaged outside firm to conduct regular product support changed somewhat from longed to Bombardier’s Learjet support, Chauvet, new senior v-p for worldwide cus- customer satisfaction surveys. last year, but is topped again by Gulf- which leaped 11.27 percent over last year tomer service. • Added parts manufacturing capability, which stream for both new (less than 10 years to 6.93. Contributing to Learjet’s big leap • Three centers in Teterboro, N.J.; Boise, Idaho; helps reduce prices and increase quality. old) and older models. This is Gulfstream’s this year were improved ratings for factory and St. Cloud, France working together to • Studying two major upgrades at request of sixth year with an overall average atop service centers, parts availability, cost of provide 24/7 assistance worldwide. Sabreliner 65 owner/operators, one cockpit- those lists. Cessna ranked second for its parts, AOG response, technical information, • Testing system to download maintenance related and the other engine-related. Citation support, and third was Dassault tech reps and overall aircraft reliability. data from aircraft via Internet for quick SIKORSKY Falcon Jet. Last year the two companies On the negative side, the largest drop troubleshooting to help customers get back • Re-branded entire aftermarket organization ranked fourth and fifth, respectively. was for Hawker Beechcraft’s lighter jets, in the air faster. Gulfstream received ratings above 8.00 down 5.66 percent to 7.36. Operators as Sikorsky Aerospace Services and further in seven of nine categories; the nearest to clearly do not like Hawker Beechcraft’s EMBRAER solidified its mission to provide tip-to-tail that performance was Cessna, with four cost of parts for these jets, and the low 5.79 • Expanded to three factory-owned and 26 au- service for aircraft owners and operators 8.00-pluses in the new jets field. The seven rating–down from last year’s 6.35–dragged thorized service centers, adding four factory- worldwide. top-rated areas for Gulfstream were factory down what otherwise would have been a owned and 12 authorized centers this year. • Conducted a comprehensive end-to-end service centers, parts availability, AOG higher overall average. • Reduced Legacy 600 maintenance costs by customer survey to determine what cus- response, warranty fulfillment, technical 18 percent with new maintenance planning tomers want and how to meet all of those Newer Turboprops manuals, technical reps and overall aircraft guide. needs. reliability. Gulfstream’s lowest rankings The rankings in this category have not • Recorded 350-percent growth in skilled per- • Committed to training field service repre- were for cost of parts and authorized changed, and Pilatus and its PC-12 topped sonnel in executive jet support organization. sentatives in the areas of most need. The service centers. Parts availability, AOG the 2008 survey, followed closely by EUROCOPTER training is with respect to the new equip- response, warranty fulfillment and overall Hawker Beechcraft’s King Air support. • Improved parts tracking, especially rotor ment being delivered to more than 30 aircraft reliability received the highest Both Pilatus’s and Hawker Beechcraft’s blade quotes and technical reports. military and commercial customers located rankings from Citation operators. overall averages dropped slightly but not This year, Embraer dropped behind significantly, with Pilatus down to 7.37 • Created customer service center to support at 63 different sites around the world. I Bombardier’s Challenger and Learjet, where Continues on page 38 u

36aaAviation International News • August 2008 • www.ainonline.com 2008 product AINsupport survey uContinued from page 36 from 7.47 last year and Hawker Beechcraft in the old jet field both claimed higher to 7.23 from 7.28. The PC-12’s highest overall ratings this year, with the lighter score was in the overall aircraft reliability jets gaining 2.76 percent2008 and midsize category, and operators also ranked Pilatus Hawkers up 12.11 percent. The two cate- high in the technical reps category and gories were in sixth and seventh place,product relatively high in cost of parts. behind Dassault Falcon Jet in fifth. Areas AIN didn’t receive enough responses to of strength for the HawkersA wereIN overallsupport include two popular turboprop manufactur- aircraft reliability, technical reps, technicalsuters,rvey but also pilot and maintenance training, Last year the Mitsubishi MU-2 did not garner enough ers, Piper with its single-engine Meridian manuals and factory service centers. Das- parts supply, ongoing product improvements, responses to be included. This year operators were especially vocal, giving high praise to the support and EADS Socata’s TBM series. Single-en- sault rated much higher in overall aircraft biennial safety seminars and a recently they receive for an out-of-production airplane. gine turboprops are one of the most effi- reliability and scored well in the other cate- enacted special FAR for mandatory flight cient ways to fly, and sales numbers reflect gories with the exception of cost of parts. training (which Mitsubishi fully supported). factory service centers and cost of parts buyers’ appreciation of their airplanes’ util- Bombardier’s Learjet support also At the other end of the spectrum are but dropped in all other categories, most ity. However, these owners/operators either enjoyed a ratings uptick, with an overall Piper’s Cheyenne turboprops, not built significantly overall aircraft reliability, war- since 1985. The Cheyenne overall rating ranty fulfillment and AOG response time. climbed this year to 5.96, up from last Compared with last year, MD Heli- year’s 5.78. The highest rating given to the copters saw big gains in parts availability Cheyennes was for overall aircraft reliabil- and AOG response and smaller improve- ity, a 7.82. Piper doesn’t own any factory ments in cost of parts, technical reps and service centers for the Cheyenne and lost overall aircraft reliability. Areas that declined many of its Cheyenne tooling fixtures in hurricanes that affected its Florida The following OEMs did not garner the factories, so parts support for these older required 15 responses to be included: turboprops is a challenge. Piper’s approach to the Cheyenne fleet • Airbus • Piaggio seems to reflect the low ratings for Cheyenne • Eclipse • Rockwell support; we could find no reference to • Enstrom • Socata Cheyenne support on Piper’s Web site, and a • Fairchild • Schweizer spokesman told AIN, “Piper produced more • Lockheed than 1,000 Cheyennes between 1974 and 1985. In some cases, those aircraft are over Bell Helicopter landed in the top spot among average of 6.61, up 8.16 percent from last 30 years old. We both know the stories for MD Helicopters include authorized helicopter manufacturers, with an overall rating of year, but still in second-to-last place in the related to both lost and destroyed tooling, service centers, factory service centers and 6.94, down 5 percent from last year’s rating of 7.31. older jet field. IAI’s support for its older but the reality is how long are we expected warranty fulfillment. jets, including the Westwind (which Gen- to support aircraft from a parts standpoint?” Sikorsky declined in almost all categories chose not to fill out AIN’s product support eral Dynamics Aviation Services no longer Cheyenne technical publications are available this year, except for technical manuals and survey or did not receive the invitation. supports), filled the last position. from Piper’s publications supplier, Avantext. overall aircraft reliability. Eurocopter scored higher in overall aircraft reliability, but its Older Jets Older Turboprops Helicopters average was dragged down by low scores Gulfstream’s support for its older jets The older turboprops are a tough bunch The rankings for the top three helicopter for technical manuals, warranty fulfillment, continues to rate highly with AIN readers. because so many of them have been out of manufacturers are the same this year, with AOG response, cost of parts, parts avail- The GIV and GV slipped slightly to 8.15 production for such a long time. Cessna Bell Helicopter again in first place, fol- ability and factory service centers. For from an 8.19 overall average, and the GII and Conquests didn’t receive enough ratings to lowed by MD Helicopters and Sikorsky in AgustaWestland, cost of parts and parts GIII support, provided mainly by General qualify for listing in this year’s survey, and second and third places, respectively. Only availability were weak categories. Dynamics Aviation Services in the U.S., Piper’s Cheyennes received just enough to two helicopter manufacturers saw overall Operators of Enstrom and Schweizer climbed this year to 7.71 from 7.64 last be listed. ratings increases, MD Helicopters, which turbine helicopters did not submit enough year. According to survey participants, Owners and operators of Mitsubishi climbed 1.26 percent to 6.78 from 6.69, responses for the manufacturers to qualify overall reliability is Gulfstream’s strongest MU-2s responded enthusiastically this year and AgustaWestland, to 6.13 from 5.84. for inclusion in this year’s report. J suit for the GIV/V, with technical reps, and boosted the Japanese company’s support Bell dropped 5.05 percent, Sikorsky 2.21 technical manuals, warranty fulfillment, to the 9.17 level, a high rating, especially percent and Eurocopter, moving to last The results of the avionics and engines sur- AOG response and parts availability the for an out-of-production airplane. The MU-2 place in a swap with AgustaWestland, slid veys will be published in AIN’s September high points. For the GII/III, AOG response, received 9.00-plus ratings in seven cate- the most at 5.9 percent. and October issues, respectively. technical manuals, technical reps and over- gories, with technical manuals and cost of In the 2008 survey, Bell improved in Report continues on page 40 u all aircraft reliability all received ranks of parts the only categories in the 8.00 range more than 8.00. but still quite high, especially the cost of The big jump this year was Sabreliner’s parts category as compared to other manu- move to third place; the company continues facturers. Clearly Mitsubishi’s strategy of to provide extraordinarily strong support for continuing to provide full support to the a fleet of jets that went out of production remaining MU-2 fleet is keeping owners in 1981. Sabreliner’s overall average grew happy. The support that Mitsubishi provides 22.95 percent in the older jets field to 7.62, consists not only of a Mitsubishi Heavy In- up from 6.19 in 2007. All Sabreliner cate- dustries America-owned service center and gories were rated higher this year than last a strong network of authorized service cen- year, with most up more than 1.00 but authorized service centers up almost 3.00. Pilatus held on to the top spot for Hawker Beechcraft’s two jet categories support of newer turboprops.

38aaAviation International News • August 2008 • www.ainonline.com 2008 product AINsupport survey

uContinued from page 38 2008 In Their Own Words product AIN readers who responded to the AIN 2008 Product Support SurveyA tookIN advantagesupport of the opportunity to express their opinions about the products they fly and maintain,survey the manufacturers they work with and the service organizations that take care of their aircraft. The aircraft operated by the respondents run the gamut from corporate A Brazilian Citation VII operator Authorized service centers, such as West Star airplanes and helicopters, including many from the early days of business aviation. complained that “TAM is a shame in tech- Aviation, give operators an alternative to factory service centers. Respondents from all over the world underscore the rapid growth of business aviation nical support.” outside the U.S. And when it comes to the nine categories covered by the survey, Falcon operators spoke highly of Western respondents submitted thousands of comments. Aviation is a tight-knit community, Aircraft in Boise, Idaho, and Duncan Avia- Paraffin Air. A GV operator commented, and in recognition of the care that participants in this industry must take with their tion’s Lincoln, Neb. facility. Cindy Potash, “Pentastar will work with the FAA to give careers, survey takers were offered the opportunity to give permission for their name chief pilot at Falcon 100 operator Rafael the customer what they want.” and/or company name to be used with their comments. AIN will not reveal company Vinoly Architects, found problems with While Jet Aviation Basel provides “ex- names or respondent names where anonymity was requested. Landmark Aviation (now Standard Aero) in cellent support,” according to G450 director In analyzing the comments, we selected those that offer information that manufac- Springfield, Ill.: “Workmanship, average; of maintenance William Roethke, another turers, service providers and readers might find informative and useful. Cost of parts, paint, average or below for what they GIV operator said, “Jet Aviation Dubai tech- for example, is a perennial low ranking for every manufacturer, and manufacturers do charge; interior refurbishment, below [aver- nicians are not fully trained or qualified.” take these and other comments seriously. We have made every attempt to present a age]; and billing horrible.” Another Falcon A Beechjet 400 operator had this sug- balanced view with the comments in the hope that where manufacturers deserve operator praised Standard Aero Springfield, gestion for the Hawker Beechcraft author- praise, they are recognized, and where they could learn from customer feedback, which “wrote the book on the 20-5, but a ized service center network: “They should they are offered information that can help them improve their products and services. lot of the people that wrote it have left.” share a common database with factory cen- While most Falcon operators that men- ters regarding maintenance history.” tioned Western Aircraft praised the company, Duncan Aviation, said Hawker 1000 AUTHORIZED SERVICE CENTERS Aviation (“a good experience”), SpectraJet a 2000EX operator wrote that Western has maintenance scheduler Mike Sleightholme (“superb and exceptionally skilled”), Stevens scheduling difficulties and sometimes this at Australia-based Boston LHF, is an Bell Helicopter operators are generally Aviation (“perhaps the best anywhere”), operator needs to use non-authorized Falcon “overall great company.” happy with the quality of non-factory-owned Duncan Aviation (“always first class, out- maintainers “with extensive Falcon knowl- A -series operator cited Mid- service centers, although chief pilot Enrique standing”), Chantilly Air (“they are great”), edge to get quality work done.” coast Aviation as having “the most mature Bougeois complained that his company JetCorp (“very good response”) and Reli- “The best authorized service center for and experienced organization.” never received a refund for unused time on able Jet (“we have been pretty happy”). us has been Duncan at Lincoln,” wrote Jorge “AeroBaires is an excellent service cen- TT straps. “Three times a [request for] re- Cessna Citation operators also cited a Lara, flight operations director of Falcon 50 ter,” wrote another 800-series operator, “es- fund has been submitted with no answer,” number of facilities that deliver excellent operator Corbantrade, in Quito, Ecuador. pecially under South American standards.” he wrote. One operator commented, “Bell service, including Premier Air Center/West Gulfstream work in the U.S. is done by Opinion was more split among operators treats its service centers as if they are part of Star Aviation, Stevens Aviation, Aeroper- factory-owned service centers; Pentastar of Hawker Beechcraft turboprops. “Several the family,” and another lauded a “very good sonal, Jet Aviation, Yingling Aviation and Aviation in Waterford, Mich., is the only of the authorized service centers have failed network of qualified service centers.” Corporate Air. authorized service center. Outside the U.S., to meet the standard set by Hawker Chris Barkley, chief pilot of BBJ opera- An Ultra operator noted that Premier however, most facilities are authorized; Beechcraft in terms of quality of work per- tor Tutor-Saliba, praised an interior com- Air Center/West Star Aviation’s Dallas Gulfstream owns a maintenance base at formed,” wrote Frank Bernhard, managing pletion by Standard Aero’s Associated Air facility provided “very poor service.” London Luton. “Pentastar Aviation is by principal and executive vice president flight Center. “On time and on budget,” he wrote. far one of the best, if not the top facility I operations for a King Air 200 operator. Many Bombardier operators praised au- Authorized service center Premier Aircraft can have ever used for Gulfstream and Rolls- A King Air 300 operator said, “They are thorized service centers such as Duncan upgrade customers’ Falcon 50s to the 50Dash4, Royce maintenance,” said Ken Brickett, more part changers than troubleshooters.” Aviation, Jet Aviation, Midcoast Aviation giving the older airplane more speed and range. director of maintenance for GIV-SP operator Jeff Muntis, chief pilot for a Las Vegas and Penta Aviation. “Duncan provided King Air 350 operator, likes authorized serv- nosegear service that Bombardier could ice centers better than factory service cen- not do,” wrote Williams Sonoma aviation ters, adding, “We’ve had the very best luck department manager Ron Freswick about with Woodland Aviation in Woodland, Calif.” the company’s Challenger 601-3R. In one of the few comments received One Challenger 300 operator worried about Westwind support, one operator said that “Midcoast seems to be over capacity.” that “Trimec Aviation [Fort Worth, Texas] Two Challenger 300 operators said has been extremely helpful in maintaining there aren’t enough authorized service our aircraft.” centers. While Bombardier expends a lot of Mitsubishi MU-2 operators were unan- effort vetting and monitoring its authorized imous in their satisfaction with the support service center network, a Challenger 601- they receive from factory-authorized serv- 3R operator explained, “The apparent lack ice centers. “Their advice and assistance of control by the [manufacturer] over the are first-class,” wrote Mid Coast Air Char- authorized service centers causes me to shy ter president Earle Martin. away from visiting these facilities.” “I used Winner Aviation [, Ohio] Learjet operators listed a large variety for my recent 100 and 200 inspection. of facilities they were happy with, including It was done on time and they always called Lider Taxi Aereo (“best in Brazil”), Haggan Continues on page 42 u

40aaAviation International News • August 2008 • www.ainonline.com 2008 product AINsupport survey uContinued from page 40 to let me know what was going on,” said with timely deliveries,” said head of avia- MU-2 operator Bruce Abel. tion operation C. Fortmann, who operates a Pilatus PC-12 operators also were effu- Challenger 604/605. 2008 sive about the service they received: “Both Oakland, Calif.-based Williams Sonoma Aviation Sales [Englewood, Colo.] and Epps has switched service providers, accordingproduct Aviation [Atlanta] are great service centers to aviation department manager Ron to work with,” said chief pilot Loren Hofer. Freswick. “The Dallas serviceA INcenter hassupport “Western Aircraft [Boise, Idaho]: Great gone from good to horrible,” he wrote. suanotherrvey option is available.” Lufthansa Services, a joint work on time,” said another PC-12 operator. For Global Express/XRS operator Jet Bombardier’s Dallas and Fort Lauderdale venture between Lufthansa and Bombardier, extends the reach of Bombardier Business Aviation The go-to maintenance shop for Piper Aviation, however, manager of maintenance facilities, said /45XR chief pilot Services beyond North America. Cheyennes is clearly Cheyenne Air Service Robert Kleinschmidt said, “Bombardier Glen Hicks, “do a very good job at meet- in Washington, Pa. “Cheyenne Air Service is Aviation Services Dallas always does a ing timelines and objectives.” outstanding,” said Cheyenne 400LS pilot great job for us.” Some Cessna Citation operators ex- A Eurocopter operator said, “The factory Craig Joubert. “We have been using the Hartford service pressed concern about Cessna’s planned service center in Texas could do much more Sikorsky S-76 pilot safety manager center for six years now,” wrote technician shutdown of the Long Beach, Calif. service if they could get the support from France.” Thomas Corrigan is happy with Associ- Ronald Earl at Global/XRS operator Citi- center and relocation to a new facility in Executive Jet Management aircraft man- ated Aircraft Group of Wappingers Falls, group Corporate Aviation, “and the quality Mesa, Ariz. Wysky Investments chief pilot ager Mark Gardner commented, “Our N.Y. Associated’s John Landi, he said, “is of service has been surprisingly consistent.” Les Briggs wrote, “Disappointed at Citation G150 has been a bit unusual as far as the the S-76 man.” Don Maclean, who works for Global having little future presence in Southern problems we have but [Gulfstream Dallas] XRS operator Barnes and Noble, wrote, California with the impending closure of has stepped up to the plate.” FACTORY SERVICE CENTERS “[Hartford has] had such a loss of experi- Long Beach service center.” A less happy G150 operator said, “The When it comes to factory-owned service, enced techs that we choose not to go there. “[Sacramento] service center does an service center at Dallas is very slow and Bell Helicopter offers “reasonable techni- We decided to give [Bombardier] Fort Laud- excellent job of listening to customers’ the maintenance technicians have inade- cal support,” according to captain James erdale a try and they did a fantastic job.” needs and designing a repair solution to quate knowledge of the aircraft systems.” Roland, “but rotor blade shops poor.” Learjet operators expressed a variety of meet the mission,” said Frank Bernhard, Director of maintenance William Roethke “Edwards and Associates [owned by Bell] opinions about Bombardier-owned service managing principal and executive vice pres- said, “Gulfstream Savannah–outstanding is one of the best facilities we have worked centers. “Support for AOG situations from ident flight operations for a Bravo operator. customer service, excellent technical abil- with,” said chief pilot Allen Lambert. the [Bombardier] facilities has been out- “Orlando, Fla. is the best place to go. ity of technical staff.” A Challenger 300 operator expressed standing,” said Tom Robinson, district chief Wichita is terrible,” wrote Boyd Roberts, A G500 operator said, “The Appleton positive views about Bombardier’s Tucson, of maintenance for Learjet 45/45XR oper- line captain for another Bravo operator. facility is a great service center,” but Ariz. service center. “The Tucson center ator Midwest Aviation in Portland, Ore. Also praising Orlando was Eddie Yell, avi- added, “Long Beach Gulfstream facility is does a great job,” the operator wrote. “Knowledge of legacy Learjet models ation department manager for Boyd Avia- terrible with customer support.” The factory service centers “work well seems to be declining,” wrote one con- tion, in Clayton, Ala.: “Excellent service in “Gulfstream Luton (UK) refused to on aircraft, but Dallas is badly lacking. East cerned Learjet 35A operator. “Recent trip all categories.” work on aircraft when AOG for HF radios,” Coast centers are spooled up much better,” to Wichita provided inadequate service.” A Citation VII operator had this to say: reported an international G550 operator. explained a Challenger 300 operator. But /40XR director of opera- “Wichita Citation service center: we always Michael Magnani, director of maintenance While one Challenger 601-3A operator tions Roger Lipcamon found “the Wichita have a good response with a very good me- for G550 operator Central Management Ser- said that Bombardier’s Hartford, Conn. service center has improved in reliability chanic crew chief…The problem they al- vices, commented, “By far, the worst care our facility “comes through for us when we’re and quality considerably over the last 12 ways have is lack of enough knowledgeable airplane ever receives is at a service center.” tight on schedule,” another 604/605 opera- months.” people and shift communication trouble.” A GV operator wrote, “The Long Beach tor said that “Hartford is so disconnected “Hartford service center does a great One Citation X operator commented, service center is a disaster.” they are not even a consideration.” Still job,” said another Learjet 45/45XR opera- “Everything was good except updating the “Our relationship with [Hawker another wrote, “Very sloppy work.” tor. “Wichita service center poor to average.” maintenance logs,” while another wrote, Beechcraft] in Tampa, Fla., has been out- “[Bombardier’s] Dallas [facility] has “Pathetic!” complained a Learjet 45/ “Nit-picky and they do not like to have standing,” wrote Hawker 800A chief always met or exceeded our expectation 45XR operator. “The apathy and dismal to complete certificate holders’ required pilot Brian Safran. attitude of the service center employees paperwork and sometimes refuse to do so.” A King Air 350 operator wrote, “I’ve A technician studies aircraft data at Gulfstream’s and technicians is depressing.…We will A West Coast-based Falcon 2000EX not enjoyed working with the factory serv- London Luton facility. not return to a Bombardier service center if operator is disappointed that Dassault Fal- ice centers.” con Jet has only two factory service centers A King Air B200 operator had this to in the U.S.–in Little Rock, Ark., and Wilm- say about Hawker Beechcraft factory- ington, Del. owned service centers: “Bad experience John Alexander, senior aircraft techni- nearly every time, typically due to inability cian for a 900EX operator, said, “Dassault to keep customer informed.” is finally realizing the importance of fac- Commenting about Mitsubishi Heavy tory service centers to the overall customer Industries America’s ownership of MU-2 support experience.” service center Intercontinental Jet in Tulsa, One Embraer Legacy 600 operator Okla., chief pilot William Jackson said, said, “Additional new factory service cen- “Mitsubishi…is supporting the MU-2 with ters will be of great help.” Embraer’s U.S. a factory service center. What other manu- service center is located in Nashville, Tenn., facturer in the history of aviation has done and at that facility, said a Legacy 600 opera- anything like that?” tor, “service is good.” Said MU-2 owner Tim Cappelli, “This According to Pfizer manager of mainte- organization always has the answers and L L nance Greg Hamelink, Embraer is “experi- the fixes.” O M

L enced on aircraft, but not great with corporate Sabreliner operators were as enthusiastic. E G I Continues on page 44 N customers. Still has airline mentality.” u

42aaAviation International News • August 2008 • www.ainonline.com 2008 product AINsupport G O Z R

survey E H

K N A R F uContinued from page 42 “Extremely good,” said a Sabre 60 operator. a Citation operator. [means] most of my orders.” Bombardier’s warehouse near Frankfurt Airport is “All personnel are outstanding,” said Citation III chief pilot Patrick Kapsa According to Air Methods pilot Cecil designed to expedite parts distribution in Europe, Asia and the Middle East. James Foster, aviation manager for Hous- said parts availability “is 2008starting to be an Harris, Eurocopter parts availability is ton-based Sabre 65 operator Susman. issue with a legacy aircraft.” “horrible.” An S-76 operator wrote this about Conquest operators are facing prob-productR. Rose, chief pilot for a Gulfstream COST OF PARTS Sikorsky’s company-owned Keystone Heli- lems obtaining parts. “Cessna seems to G100 operator, said that, “Having parts Parts prices have always been an issue copter facility in Coatesville, Pa.: “Very want to phase out older aircraft,”AIN said onesuppoin Dallas is rta bonus. Getting support for for aircraft operators, and there was no knowledgeable about S-76; responsive to Conquest II operator. Another wrote,suurveynique parts from Israel is poor at best.” shortage of comments about this subject. our concerns.” “Very bad. New [supplemental inspection “Gulfstream has a great spares depart- AgustaWestland operators said, “In document], Cessna was not ready again for ment,” according to a GIV-SP operator. euros and expensive” and “the cost is 25 PARTS AVAILABILITY the demand.” “If they don’t have a part in stock they percent more than list price.” “Very difficult to get parts in the U.S.,” “Dassault has improved immensely its will find it and get it to you overnight.” Among the comments from Bell opera- reported American Operations general parts in stock,” commented Corbantrade Other operators complained that Gulf- tors were, “Very pricey,” and “cost is manager Demetrio Foiadelli about his flight operations director Jorge Lara. “Still, stream parts are harder to obtain from dis- getting prohibitive.” experience with AgustaWestland. there are some parts that take a while to tant spares depots. “Seems like most parts Operators of the Boeing One Bell Helicopter operator wrote obtain, and they are found in France or at are coming from Savannah or Memphis,” gave mixed responses. One labeled the that parts availability is “excellent, just some other place, but they will do their wrote David Bass, director of maintenance company’s cost of parts “high,” while about everything normally required is in best to provide it to you.” for G550 operator Skybird Aviation. “This another called it “reasonable.” stock and surprises are taken care of in a A 2000EX operator expressed this drives up the cost of shipping parts versus Operators of Bombardier’s entire line of timely manner.” But another operator said, concern: “Dassault is in desperate need of if they had stock in Long Beach.” aircraft made similar comments about the “It is not unusual for there to be no supply a West Coast parts facility.” “All stock available in Savannah,” said cost of parts. One Challenger 300 operator of items with mandatory retirement lives.” “Seems sufficient,” according to a G550 chief of maintenance Alex Good- wrote, “Just when you think you have it Challenger 300 operators are con- 2000EX operator, “although the list of parts wins. “Problem: London Luton still does under control, you are charged $8,000 for cerned about parts availability. “There are in rework/redevelopment is extensive.” not carry enough!” a $2,000 window shade.” Another com- very limited parts for the Challenger 300,” While Pfizer manager of aircraft main- Most commenters noted an improve- plained, “Several times (even though we wrote an operator, “like generators and tenance Greg Hamelink is happy about ment in Hawker Beechcraft parts availabil- are under Smart Parts), we have found that generator control units.” Embraer Legacy 600 parts availability, he ity, although one Premier I/IA operator Bombardier has charged three to four times “Insufficient parts in Europe, which said the downside is that parts distribution said, “Poor availability of parts for an air- the amount we can pay for the identical extends to all AOG situations,” said is located at only one facility, in Fort Laud- craft currently in production.” part through a third party.” another Challenger 300 operator. erdale, Fla. “Much better than they were in previous A Challenger 601-3R operator had this “Given the age of our airplanes,” said a Other Legacy 600 operators were more years,” said a Hawker 800-series operator. to say: “Cost of parts from the [manufac- Challenger 601-3R operator, “Bom- critical. One wrote, “Poor, often takes a Scott Sonnkalb, manager of flight oper- turer] is outrageous.” The operator of a bardier does a pretty good job, although it long time to reach the aircraft.” Another ations for King Air 300 operator Alliance Challenger 604/605 wrote, “Overall, the is getting tougher.” commented, “Very bad, especially when it Laundry Systems in Oshkosh, Wis., said, cost of parts seems to be reasonable.” “Bombardier fails to stock enough of comes to service bulletin kits/parts.” “For the most part, parts are readily avail- According to the operator of a Learjet the high-failure items,” wrote another Eurocopter operators had much more able.” 31A, “Many parts are reasonable but many 601-3R operator. to say about parts availability than other “Parts for earlier models getting hard to are not. For example, yoke escutcheon is For a Challenger 800/850ER operator, survey categories. “Excellent around the find,” said a B200C operator. $850; this is a plastic plate with the Learjet “Parts could be better. There are many world and getting better in the U.S.,” wrote Mitsubishi MU-2 owner/operator Jim logo printed on it.” “Would pay more if we more in numbers of this type aircraft one operator. Paige said, “Fantastic for an aircraft that’s were certain that we could get good parts,” [CRJs] versus standard Challengers; how- “Poor,” said another operator, “espe- 23 years out of production.” wrote the operator of a Learjet 36A. ever, Bombardier 90 percent of the time cially with a current in-production model, “I have never had a parts problem in the The operator of a Citation 500 wrote, indicates no stock or never sold this part still cannot get parts.” “Slow boat from last five years of ownership,” said “Easy and cheap to get,” while a Citation before; no sales history.” France for all unstocked parts, which owner/operator Tim Cappelli. XLS operator commented, “While the cost Some Global Express operators are Pilatus PC-12 parts are “usually avail- of parts is relatively low, Cessna does keep having problems with parts availability, but able within 24 hours,” according to chief a tight hold on the parts and it is difficult to Jet Aviation captain Kevin Van Splunder pilot Loren Hofer. find certain parts outside Cessna.” said, “Most parts were available or available Chris Wegener, manager of flight opera- The operator of a Citation X perhaps within a day or two…never grounded.” tions for PC-12 operator MRV Services, summed up the attitude of operators of all “Parts has not gotten much better,” said said, “Common items such as generators different models. “We can complain all we another Global operator. “I just don’t think are not kept in stock. This adds time to an want, but they are what they are.” they care.” unscheduled maintenance issue.” A Falcon 2000 operator noted, “Expen- A operator said, “Parts are Piper Cheyenne parts are difficult to sive, good value and closely in line with the getting scarce.” find, according to two operators, but ac- industry.” A Falcon 20-5 operator com- Parts availability, said pilot cording to Air Partners chief pilot Royce mented, “Overpriced in many areas.” Keith Knodt, “seems to be OK most of Riggs, “Most are available.” Of the Embraer Legacy 600, an opera- the time but sometimes parts are not Sabreliner operators also are concerned tor had this to say, “Higher than Cessna, available at all.” about dwindling parts stocks. “Parts are but not out of line for other heavy aircraft.” “Almost impossible to get parts,” wrote becoming hard to get sometimes,” said a Comments about the cost of Euro- Learjet 55 chief pilot Louis Colombo. Sabre 65 operator. copter parts ran the gamut from “the most A Cessna Citation X operator said that Sikorsky parts availability, said one op- expensive on the market,” to “fair and rea- parts availability has been “excellent.” erator, is “terrible.” Another reported that sonable.” The operator of a Citation II/IISP/SII Sikorsky is “slow to respond for parts for A G100 operator wrote, “Parts cost has L reports a vastly different experience. “Cessna L AOG.” And one operator said, “Some older gone up 300 percent on some items since O M

never has the parts and they take two L S-76B components require hunting around Gulfstream bought Galaxy.” E G I months to make and get them to us,” wrote N to locate spares.” Continues on page 46 u

44aaAviation International News • August 2008 • www.ainonline.com The operator of a G500 com- were not so understanding. One mented, “Cost of ground support King Air 300 operator wrote, 2008 equipment is absolutely out of “Parts costs are insane,” while the control and crazy,” while another operator of a Hawker 800 series product G550 operator noted, “The price complained, “Totally outrageous.” AINsupport of the parts is astronomical.” Mitsubishi MU-2 operators A GIV-SP operator had a seemed satisfied with the cost survey different take, writing, “Most of parts. “I’ve found the cost of parts deliver good value for the MU-2 parts to be reasonable,” money spent.” wrote one. Continued from page 44 Hawker Beechcraft operators Of the Pilatus PC-12, opera-

u L L O M

L E G I N 2008 Parts availability remains an issue for AIN readers, who do not want to have product to wait for parts to be delivered.

AINsupport tors had this to say about cost of survey parts: “excellent,” “expensive,” and “euro exchange rate is getting worse every day.” Operators of the Piper Cheyenne were split on the cost of parts, with responses ranging from “average” to “very, very overpriced.” A Sabreliner operator asked, “What would you expect from an aircraft no longer in production for a number of years?” Regarding the cost of parts for Sikorskys, operator responses ran the gamut from “prices are increas- ing like crazy” to “reasonable.”

AOG RESPONSE A Brazilian AgustaWestland operator reported that AOG re- sponse is “good and fast.” “AOG works,” said Hillcrest Aircraft assistant chief pilot Stu- art Taft about Bell Helicopter, “but takes some persistence.” “Very poor,” reported another. Four respondents were happy with Bombardier Challenger/ Global AOG response, but one said, “Poor at best!” While director of operations Roger Lipcamon had three Lear- jet 40/40XR AOG situations dur- ing the past year, “and all were handled great,” Steven Reed, chief pilot for /60XR opera- tor Bretford Manufacturing, wrote, “We have experienced five AOG situations and none has gone well.” Cessna Citation operators have mostly had great success with AOGs, but one Brazilian Citation VII operator said, “They say, ‘one week,’ and I assure you, it’s at least one month or more.” Dassault Falcon also received high marks for AOG. One Falcon 50 operator wrote, “No better to be found anywhere in the world.” But another Falcon 50 operator commented, “We have been dis- appointed by the Falcon attitude in response to an AOG situation.” One Eurocopter operator re- ported “exceptional attention to the customer’s needs.” But others complained about “horrible” and Continues on page 48 u

46aaAviation International News • August 2008 • www.ainonline.com 2008 product AINsupport survey uContinued from page 46 “non-existent” AOG responses. “An AOG “reasonable” and “excellent” warranty ful- the Cesview program is very good,” said To address AOG issues, Gulfstream has dedicated a shipment can take up to seven days,” wrote fillment, one Legacy 600 operator said Encore/Encore+ chief pilot Ben Bagnall. G100 to fly parts to the customer’s location. lead mechanic Don Crawford. that the company’s “biggest2008 problem so A Citation V operator, however, said, Gulfstream operators praised the com- far, [is that it] doesn’t have a true way of “The Cesview program is fairly easy to tion more as a claims adjuster (say ‘no’ pany’s AOG response. “Gulfstream is an claiming warranty claims.” productuse, but there seem to be a lot of problems first) versus an advocate.” Another com- outstanding company when it comes to re- Two Eurocopter operators had split with the graphics and printing.” mented, “Overall the tech reps do a great sponding to an AOG,” said Richard Stoulil, opinions: “Extremely good,A but INbe preparedsuppoA Falcon rt2000 operator commented that job in spite of Bombardier’s decision to chief pilot for G200 operator Hormel Foods. for paperwork,” wrote one. “Everything suis thervey manuals contain “No procedures for cer- call us classic and charge us extra for being A Hawker 800-series operator wrote: argued to a ridiculous extent,” said another. tain items. Some procedures poorly written.” long-term supporters of the Challenger.” “Broke down and waited eight hours to Gulfstream received high marks in war- “Unfortunately, Dassault maintenance Another wrote, “Customer support field get a response.” ranty fulfillment from operators, although manuals are not as good as they can be,” service reps still the best part of Bom- Another 800-series operator reported a one G550 operator said, “Sometimes I said a Falcon 50 operator, “and expensive.” bardier to deal with.” different experience, writing, “We ordered have to really have some serious discus- Jorge Lara, flight operations director of Comments about Cessna’s technical a part AOG and Hawker Beechcraft was sions for Gulfstream to see my way.” Falcon 50 operator Corbantrade in Quito, reps ran the gamut. One Citation XLS willing to generate their own flight to keep For the most part, Hawker Beechcraft Ecuador, said, “Now all manuals are on operator wrote, “Technical reps are good, us going.” operators are happy with the company’s DVD, which is great.” but are spread too thin.” Mitsubishi MU-2 owner Greg Mink warranty fulfillment. Per Landeck, chief An Embraer Legacy 600 operator com- “You should know the airplane some wrote, “Outstanding support for AOG.” pilot for Yates Petroleum of Artesia, N.M., mented, “Very good when revised in a timely yourself or they will lead you down the A PC-12 operator and a Sabreliner 60 which operates a Premier I/IA wrote, manner.” wrong path at times,” wrote one Citation CJ3 operator used one word to summarize their “Overall excellent; however, they can be a Robert Terrell, chief pilot and safety di- operator. Another commented, “Always avail- manufacturers’AOG response: “Excellent.” bit picky.” rector for Eurocopter operator LifeFlight/ able to me and if they can’t find an answer, One word also sufficed for a Sikorsky A King Air 200 operator said, “Diffi- Rescue Air One, wrote, “Technical manuals won’t shelve the concern until it is resolved.” operator’s opinion: “terrible.” cult to navigate their system.” are improving slowly since Aerospatiale Operators of Dassault Falcons had mixed Chris Wegener, manager of flight oper- days.” reactions to the company’s tech reps. One WARRANTY FULFILLMENT ations for Pilatus PC-12 operator MRV “The DVD is easy to update,” said an- operator of a Falcon 2000 wrote, “Field “Warranty work is absolutely shoddy,” Services, wrote, “If a problem exists with other Eurocopter operator. service reps have come out at all hours and wrote a Challenger 300 operator. “When a part and Pilatus cannot duplicate the Gulfstream operators did not reach a con- met the aircraft.” we filled out the warranty paperwork at problem on a bench check then they will sensus on technical manuals. “Online access An operator of a Falcon 50 commented, our last factory service visit, it all came not cover the part.” to the manuals is very helpful,” reported “We have been disappointed with the knowl- back as denied…They pretty much as- “At or above industry standard,” said a G200 maintenance supervisor Charles edge level of the help desk…Usually we are sume that we won’t fight it and make us Sabreliner operator. Morgan. But a G150 operator said, “This is forced to figure out the solution to our prob- pay for warranty work that is covered by “Have to watch the transactions–lots of an area that needs a lot of work.” lem with little or no help from them.” their warranty.” errors,” reported a Sikorsky operator. Michael Magnani, director of mainte- “I hit a bird and damaged the slat,” “Average,” according to a Challenger nance for Central Management Services of wrote one Falcon 50EX operator. “Without 300 operator. “They continue to support TECHNICAL MANUALS Camarillo, Calif., praised the G550 manu- even seeing the aircraft, the Atlanta tech rep problematic failure items with the same “Well written, clear and easy to use,” als: “The best…takes all of the mystery out called me and told me that the aircraft was problematic failure items (i.e. delaminating wrote an AgustaWestland operator, while of what you’re supposed to do and how safe to fly. When Dassault engineering peo- windows).” “Most of the time painless,” another said, “very poor, need update.” you’re supposed to do it.” ple saw pictures of the dent they issued a said a Challenger 604/605 operator. “One of the best in the industry,” wrote A GV operator noted that the manuals statement of no technical objections with Learjet operators also reported warranty chief pilot Enrique Bougeois of Bell Heli- have “many errors and omissions.” limitations on flying the aircraft. The tech problems. “The ongoing windshield issue copter manuals. Another Bell operator A Hawker 800-series operator said that rep obviously didn’t have a clue.” on Learjet 45s is very poorly handled,” said, “Satisfactory, but poorly laid out.” in Hawker Beechcraft manuals, it is “not Another Falcon 50 operator commented, wrote chief pilot Glen Hicks. “Bom- Challenger 300 operators had sugges- easy to find items.” “Dassault Falcon technical reps are some of bardier will not honor its defective prod- tions for Bombardier: “Many different for- “Leaves a lot to be desired,” wrote a King the best. They are very experienced and uct. They expect the operator to spend mats, [Bombardier] needs to go to same Air B200 operator. knowledgeable.” $54,000 plus per side on the same [exple- format for whole fleet.” Mitsubishi’s MU-2 technical manuals Of Eurocopter tech reps, operators had tives deleted] windscreen or park your Another Challenger 300 operator re- are “probably the weakest part of the air- this to say, “Eurocopter tech reps are very $8 million piece of equipment due to ported an incorrect procedure in the man- plane,” said chief pilot Milton Opie. But knowledgeable and will even come on-site to faulty windscreens.” ual. “Bombardier has still not made the owner/operator Ken Wolf wrote, “Mechanics help a one-helicopter operator like us.” Another Learjet 45/45XR operator technical manual changes even though it is can troubleshoot and fix problems with the Several operators commented about the said, “Pitiful warranty policies. The war- aware of a problem in the procedure.” manuals even without MU-2 experience.” tech reps at Gulfstream. Comments in- ranty department does about anything they Martin Stockwell, director of mainte- Piper Cheyenne IIXL pilot Jerry cluded, “Very knowledgeable, but over- can to keep from paying a warranty claim.” nance for a Challenger 600 operator, wrote: Burgderfer reported that “Piper has no sup- worked with too many airplanes,” and Cessna Citation operators expressed “Updating Challenger 600 manuals is not a port in manuals or supplements” for his “always there when you need them.” near-unanimous satisfaction with Cessna’s priority for Bombardier.” airplane. A GII/IITT operator wrote, “Tech rep warranty fulfillment, although one Sover- Joe McCoy, chief of maintenance for wants nothing to do with older aircraft.” eign operator noted. “Too many parts Global Express/XRS operator Acme Op- TECHNICAL REPS “Our local Gulfstream rep makes the have a short warranty period and have erating of Cleveland, said, “I have found Operators were highly complimentary other manufacturer reps look bad. Here proved unreliable.” that using the search feature with the CD of technical reps from AgustaWestland, just enough, but not too much,” com- A Falcon 900EX operator’s one-word manuals can be quite confusing.” Airbus, Bell Helicopter, Boeing, Bom- mented one GIII operator. comment of “lousy” was balanced by four Kevin Smith, chief of maintenance for bardier Learjet, Embraer, Mitsubishi, “Willing to spend whatever time it other operators who praised Dassault Cessna Citation 560XL/XLS operator Sabreliner and Sikorsky. Other manufac- takes to meet our needs. Excellent knowl- Falcon Jet’s warranty fulfillment as Progress Energy, said, “Simply finding a turers received some pointed criticism, edge of the aircraft and systems,” said one “smooth and painless” and “never had any reference to work on the airplane can be although it wasn’t all negative. Hawker Beechcraft 800 series operator problem getting warranty issues resolved.” like a treasure hunt.” One Challenger operator wrote that of his technical reps. While operators credited Embraer with “Now that the bugs are worked out of it, tech reps for this airplane “seem to func- Another took a different tack, “Tired of

48aaAviation International News • August 2008 • www.ainonline.com hearing, ‘I’ll get back with you after talk- Calvin Azarowicz of the company’s Learjet cheap plastic trim, intermittent electronic “Despite fragile cabin accessory struc- ing to factory.’” 45/45XR. “Between the lack of parts and problems and an attitude that things should tures, and unnecessarily complex and unre- Another noted, “Well versed for most the problems, it is hard to complete trips.” be replaced rather than troubleshoot indi- liable electrical system characteristics, the projects, but lack the hands-on shortcuts Many Cessna Citation operators report vidual systems.” excellent engine and drive-train reliabilities that the guys out on the floor know.” excellent reliability. “The XLS has got to “Dispatch reliability in even the worst allow the aircraft as a whole resource to be be the most reliable and easiest aircraft conditions has been 100 percent for us on quite reliable,” said Robert Terrell, chief OVERALL AIRCRAFT RELIABILITY to maintain,” said one operator. our AS 350B2,” said another. Continues on next page u Nothing is more important to an opera- “The Citation Ultra has proved itself tor than overall aircraft reliability, and to be a workhorse with the highest degree survey respondents clearly expressed any of reliability,” said another. issues they found. “We have had a variety of issues with An AgustaWestland operator said its our aircraft,” said a Citation X operator. helicopter is very reliable, but “electrics “Flight controls and landing gear espe- sometimes prone to corrosion.” Another cially. Specifically speed brakes, primary Agusta operator wrote, “the A109E has trim and brake hydraulic problems.” been way above average.” Quito, Ecuador-based Corbantrade, a “I have never cancelled a flight,” wrote Falcon 50 operator, has an interesting per- Enrique Bougeois, chief pilot for a Bell spective on the France-America divide at Helicopter operator. “Very good even in Dassault Falcon. According to Jorge Lara, remote environments and under awful con- flight operations director, “Dassault is an ditions,” said another. “Poor,” said a third. impressive product that rarely bothers [the “Very good to excellent,” reported a operator], and when it happens there is al- BBJ operator, reflecting Boeing’s third- ways great support from its people in Amer- place in overall reliability. ica. When there is some trouble, it happens Challenger operators are seeing a vari- usually with the French counterpart, which ety of issues affecting reliability, especially has a very different philosophy of service, with some modern airframes. “One Chal- whose merit is the product they build, not lenger 300 operator wrote, “Needs lots of their attention to customer or operator needs.” cabin pre-heating to clear malfunctions.” “Our Falcon 2000 has been one of the “In the electronic age of the [Chal- most reliable airplanes I’ve been associated lenger] 300, many faults are still consid- with,” said one operator. ered failures,” said another. Two Falcon 2000EX operators had inter- A Challenger 601-1A operator said, esting comments about their airplanes’ relia- “We have flown 11 years, 2,738 trips, and bility: “This aircraft has a lot of self-test/fault missed only five trips due to maintenance- computers and will continue to have more related issues.” than normal squawks” and “The first two “The older this thing gets,” wrote a 601- years were very painful. The past twelve 3R operator, “the more it breaks, and the months have proved to be enjoyable.” further away from it the [manufacturer] Embraer Legacy 600 operators report wants to get.” “great dispatch reliability, 99.98 percent,” Globals are also subject to technologically and “excellent reliability.” advanced airplane problems. “Way too many One Eurocopter operator commented nuisance faults and messages,” said a Global that the company makes “the best helicop- 5000 operator. “Rockwell Collins cabin ter with the worst customer support.” entertainment system is very unreliable.” “Stupid things go wrong,” said another “If the aircraft didn’t have the Rockwell Eurocopter operator, “forever breaking Collins cabin entertainment system it would be a pretty good aircraft,” wrote Scott Olan, director of maintenance for Global 5000 operator Flight Management Services. Technician Ronald Earl at Global/XRS operator Citigroup Corporate Aviation said, “The refinement of the Global Express has been a very slow and often frustrating process…The good news is the refinement work is nearing completion.” “Becoming better but software updates for problems in systems take too long,” wrote a Global Express/XRS operator. Acme Operating chief of maintenance Joe McCoy said of his company’s Global Express/XRS, “The aircraft hasn’t let me down.” Learjet operators were a mixed bag, with some experiencing problems and others reporting good reliability. “Our dispatch rate has been outstanding over the last 11 years of operation, well above 95 percent,” said Earl Williams, flight department manager for Learjet 31A operator Beach Mold & Tool. “We have not missed a trip with our Lear 60 in the five years I have flown this aircraft,” wrote a Learjet 60/60XR operator. “Not satisfied, very troublesome air- craft,” said a Learjet 45/45XR operator. “In the shop way too much,” reported Southeastern Freight Lines chief pilot

www.ainonline.com • August 2008 • Aviation International Newsaa49 2008 product AINsupport survey

uContinued from preceding page pilot and safety director for Eurocopter “However, some systems (air conditioning/ operator LifeFlight/Rescue Air One. environmental/pressurization) are weak A Gulfstream G150 operator said, points.” 2008 “Potential issues have been thwarted by Westwind I operators lauded the old superior in-house maintenance department.” jet’s reliability. “The Westwind I is notproduct “Reliability of aircraft is very poor,” exotic, just simple and reliable,” wrote wrote another G150 operator. captain Lawrence Tierney,A of HMVIN Avia-support “Excellent…one of the best improve- tion in Blountville, Tenn. survey ment stories in corporate aviation,” said a Base manager Russ Reilly said this of G200 operator. his company’s MD Helicopters: “We get “[It] seems like there is always some kind nearly 100-percent serviceability per week. of little issue with the aircraft,” said G200 Mainly electrical/avionics problems.” maintenance supervisor Charles Morgan. None of the Mitsubishi MU-2 operators “Typically some kind of intermittent prob- who commented mentioned reliability lem that can’t be duplicated on the ground.” problems. “The MU-2,” said one operator, Reliability of large-cabin Gulfstreams “is by far the best aircraft I’ve ever owned.” was more prevalent in operators’ comments “The MU-2 is incredibly reliable,” said and neatly summed up by Brett Moreland, Roy Kinsey, president of Kinsey, Troxel, assistant chief pilot for GIV-SP operator Johnson, Walborsky & Bradley. “Mit- First Flight, who wrote, “We constantly go subishi’s support of an out-of-production to the Diplomatic Republic of the Congo. I aircraft is fantastic.” wouldn’t be very comfortable going in any Senior base pilot Roger Rudduck said aircraft other than a Gulfstream.” that the Pilatus PC-12 his organization op- “This G550 is my 13th brand-new Gulf- erates is “fantastic.” But another operator, stream in over 27 years as an operator and it MRV Services, has experienced reliability is, by far, the best and most reliable one yet,” problems, according to manager of flight said Michael Magnani, director of mainte- operations Chris Wegener. “Our current nance for Central Management Services. aircraft has had more maintenance issues A Hawker 800-series operator said its in the past six months than the previous airplane “just keeps on tickin’.” aircraft did in four years,” he said. But two Premier I/IA operators had Royce Riggs, chief pilot of Piper some reservations. “Average at best,” said Cheyenne II operator Air Partners, said one. “Would like to see an overall empha- the airplane is “very dependable.” sis on reliability. The airplane is fantastic. Another Cheyenne II operator com- Certain vendor parts are not.” mented that the “The Cheyenne II seems to Robert Long, director of flight opera- be a fly-it-then-fix-it bird.” tions/chief pilot for Paragon Flite, said, “In While two Sabreliner operators wrote the first six months, the airplane had six “great” and “good” regarding their jets’ system failures that required diversions to reliability, one explained, “If we had to maintenance.” depend on this airplane every day of the King Air operators like the airplane’s re- week, we would be in some difficulty.” liability, but some experienced systems Finally, a Sikorsky operator said that problems. “Air conditioning is worthless,” Sikorsky helicopters “set the standard for wrote Dale Bryan, director of aviation for the helicopter industry,” albeit without King Air 350 operator Blue Cross Blue identifying his particular model. Another Shield of Tennessee. operator wrote, “S-76, good to very good; “A workhorse,” said a B200 operator. S-92 poor.” J

iPod and Bose Headphone Winners This year, as an incentive to encourage readers to complete the 2008 Product Support Survey, AIN editors chose an exciting new prize. Awarded to three randomly selected survey takers are Apple iPod Classic (80-GB) portable media players with Bose QuietComfort 2 noise-canceling headphones. The winners are Ed Cregan, chief pilot for Castlelands Construction in Cork, Ireland; Dr. Ken Wolf, CEO/chief pilot, Wolf Eye Associates in Lewiston, Maine; and Ken Brickett, director of maintenance at Paraffin Air in Windsor Ed Cregan Dr. Ken Wolf Ken Brickett Locks, Conn. I

50aaAviation International News • August 2008 • www.ainonline.com