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Product Support Survey 2008 product AINsupport survey S I W E L N H O J PART 3 I ENGINES Cost 2008of parts: A mixed bag. “Very ex- 1,700 hours of operation,” wrote Per Lan- pensive when out of U.S.” and “Too high! deck, chief pilot for Yates Petroleum. Long-life igniters would be a blessing” “Great little engine” and “No experience of Except for a shuffle of the turboprops, this among “good” and “fair.” productservice providers–four years with no prob- AOG response: All favorable, except lems in either engine,” wrote others. year’s engine overall rankings look similar to from Kipping in Austria andsuppo Robert Suggestionsrt included: “Williams and Williams.A Kipping:IN “If and when AOG, Cessna need to find a fix for the P2T2 last year’s, with Williams again claiming the then I believe the aircraft will stand for a heater probe failures and the FADEC channel relatively long time; few service centerssu and,rveyfaults”…“Very good save for FADEC prob- top spot among turbofan OEMs. due to our maintenance plan, our engineer- lems”…“After a hot-section inspection, the ing department is not allowed to maintain the N1 fan seized. This is a known issue. Trou- by Nigel Moll engine.” Williams: “Poor when out of U.S.” bleshooting and good response from the Warranty fulfillment: All favorable support hotline solved the problem in two n the jet-engine manufacturer category, ranked Turbomeca made the greatest im- (“Best I have ever seen”…“TAP program hours”…“Good, but there is a software Williams International this year retains provement, however, jumping 22 percent really helps”) except for Robert Williams glitch that approximately every 10 hours the top spot it earned in the 2007 AIN overall to lift itself off the bottom rung. again: “Poor when out of U.S.” results in an engine control unit mainte- survey for the quality of the support it Technical manuals: All positive except nance code that has to be reset within 10 provides. In fact, other than a position WILLIAMS this, from maintenance manager Stefan hours of operation. As there are no conve- Iswap by Pratt & Whitney Canada (moving Williams International bumped Rolls- Wetl: “The technical manual provided on niently close service centers, this has been up to fifth this year) and Honeywell (mov- Royce from the top spot among jet manu- CD-ROM runs only very poorly on Windows a regular nuisance and expense,” wrote ing down to sixth), all seven manufacturers facturers two years ago and has held onto Vista. Because the CD-ROM uses Internet Robert Long, director of ops and chief ranked the same as last year. In the turboprop the number-one position this year too. Explorer as the browser, before opening the pilot for Paragon. segment there was more churn, with a shuf- Authorized service centers: “Very few CD the browser searches endlessly on the fle of all four players that puts Honeywell available in Europe,” said Mischa Kipping Web to find the requested path. Tried to de- ROLLS-ROYCE at the top and Rolls-Royce at the bottom. in Austria, the only non-positive comment. scribe and solve problem with Williams Authorized service centers: All earned We devote the majority of this report to Eddie Yell, aviation department manager phone hotline, but without success.” high grades, with StandardAero consis- the reader comments that add flesh to the for Boyd Aviation, said, “Usually accom- Technical reps: Positive, without excep- tently singled out for particular praise for bare-bones numbers, and care is taken to plished at a Cessna Service Center,” but tion. “Mahyar Heshmat was truly outstand- the AE3007 and Dallas Airmotive listed for spotlight a fair and representative cross Dan Schiebel, chief pilot/v-p for Interstate ing,” noted one chief pilot. Spey work. For the R-R 250 turboshaft/ section of feedback. Terse input such as Warehousing, singled out Duncan Battle Overall engine reliability: Mostly highly turboprop, “the network maintains a high “great”…“no complaints”…“atrocious”… Creek as “outstanding.” positive: “Absolutely no issues in nearly degree of excellence,” according to one or “never again,” while taken into account Factory service centers: All comments at the writing stage to contribute to the were brief but effusive in their praise. overall hue of the picture, adds little to the Parts availability: All positive, except narrative and is left out. “Repairs possible only in authorized Among jet engines, Honeywell’s service centers” (Kipping in Austria, HTF7000 scored the highest overall aver- again) and “Poor when out of U.S.” from age, with readers rating the engine (it pow- Robert Williams. ers the Challenger 300) tops for parts availability, AOG response, technical manu- als, technical reps and overall engine relia- bility. Pratt & Whitney Canada’s PW600 series (Cessna Mustang, Eclipse 500) scored highest for factory service centers; Rolls-Royce Spey authorized service cen- ters scored highest in that category; Williams’ FJ44 earned the best ratings for cost of parts and warranty fulfillment. Among turboprop engines, Honeywell’s TPE331 made a clean sweep by earning the highest score in every single category, improving on its 2007 performance overall Rolls-Royce AE3007 by more than 14 percent. Number-three- Williams FJ44 42aaAviation International News • October 2008 • www.ainonline.com director of aviation. But pilot Roland James was not impressed with the UK facility: “It does not have my recommendation. We now go to Canada for engine work.” Factory service centers: Many positive comments, such as this from ParaffinAir director of maintenance Ken Brickett: “Al- though we had some unfortunate delay is- sues with both engines [Tays] in mid-life last year, it was due to some unforeseen computer software issues that were dif- ficult to avoid. However, Rolls-Royce Canada pulled out all the stops to help us and alleviate a bad situation. I think their work and support is unmatched in the en- gine business, except perhaps by another Rolls-Royce Tay Rolls-Royce 250-C30 Rolls-Royce facility.” Some complaints, specifically: “Engines [Tays] overhauled at Spey: “Manuals well documented but ex- There is no such thing as getting a part over- one-stop shopping”…“Very slow if you R-R Canada were not delivered on time, pensive to maintain”…“Room to improve.” night unless, by some chance, the part is in need help involving Germany”…“Poor if and we were given a runaround when we Tay: “Overly expensive”…“Difficult to Savannah”…“Not enough of the right parts you are not a Corporate Care sub- asked why. Customer service was not very use–worst in the industry.” R-R 250 manu- here in the U.S. Always waiting for some- scriber”… “Marginal at best. Currently the good.”…“Results not adequate or accept- als are “extremely expensive, which I bet thing to come from Germany. Also still system and processes do not work if the able for a factory center” (AE3007 opera- has caused some accidents,” suggested having problems with vendor-supplied aircraft is based in the U.S. We have had tor)…“This is the biggest disappointment: chief pilot Enrique Bougeois, “due to the (Aircell) parts”…“Poor unless you pay several opportunities that required technical there are many R-R-powered aircraft on operator trying to save some money and extra annual fees to belong to Corporate variances to be issued, and it was as if R-R the West Coast yet there is no R-R- not purchasing them.” Care. Then you are allowed to get your Deutschland had never done this be- owned/operated repair station [there] to Technical reps: Generally satisfied. parts quickly from the U.S. If not, you fore”…“You need to push hard.” support the mass quantity of engines,” Mary Cote, Jennifer Laing and Malcolm must wait for them from Europe”…“All Warranty fulfillment: A close to even wrote a Tay operator. Pollack were named “outstanding” or “best warranty parts need to go through tech rep. split between satisfied and not so satisfied. Parts availability: Mostly positive com- in the business” by some Tay and BR710 This has slowed our orders”…“If we didn’t The latter camp had this to say: “When the ments, but readers had suggestions for im- operators. For R-R 250, mostly positive. have to use OMAT, as listed in the EMM, it GV had all the fan disc problems, R-R provement. “Tough to order–no proper Overall engine reliability: Unanimous probably wouldn’t be an issue. Great in Eu- stood behind its product. When it figured channel to order parts [for AE3007]”… praise for AE3007, except for this after a rope but useless when the engine is based out that it was the fan blades that were “Not enough effort is being made by R-R good start: “Great reliability. Requirements in the U.S. We needed some wire for a re- causing the problem, it paid to have the to stock [Tay] parts in the U.S.”…“Some- on the A1E need to be re-evaluated. R-R pair based on a technical variance. It took transition strips installed and it replaced times this has been a problem for R-R Can- has millions of hours of data on this model the better part of six months to determine the fan hub. Now that we’re having annulus ada in the past, but I experienced none of and cannot come up with a solution to the the wire part number and for R-R to obtain filler problems, which it claims have noth- this during my most recent visit (July/ oil debris requirement. Would you buy a the wire. If you need an oil filter, they have ing to do with the aforementioned fixes, August 2007).” For the R-R 250, the com- $25 million+ aircraft with a 70 flight hours that, but anything out of the ordinary ap- Rolls is…making the operators pay for an ments spanned the spectrum.
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