Sullivan Service
08-08-2003 | 08:26 AM
#1
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From: Concord Twp,
OH
Sullivan Service
I recently had a small problem with a Sullivan Product that is 3 years old. After a simple inquiry to Sullivan about my situation, I received the the upgraded broken part in question. Hats off to Sullivan and their customer service.........
08-08-2003 | 10:22 PM
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From: Houston,
TX
Glad you got your updated broken part...
... but gee, why didn't they send you an updated part that was not broken? I just don't understand customer service anymore! 
Confused in Houston,
GPB
Confused in Houston,
GPB
08-09-2003 | 01:13 AM
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From: Houston,
TX
Well, now I understand...
... upgraded broken parts make the difference in anyone's game plan. I am going to call Sullivan and see where they got their customer service training! 
08-09-2003 | 12:06 PM
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From: Houston,
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Seriously, customer service is where it is at...
.... and if a business does not have real, quality, committed customer service, they will not be successful. There are dozens of threads here on R/C Universe about hobby related businesses whose customer service is poor or non-exsistant. Good CS is more important than the product being sold. It is the foundation of my business. I send "upgraded broken parts" anytime there is a need! (Just kidding!) 
Regards,
Mike McGraw, President (aka glowplugboy)
GCBM R/C Models Inc.
Regards,
Mike McGraw, President (aka glowplugboy)
GCBM R/C Models Inc.
08-12-2003 | 05:40 PM
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From: Hampton Cove, AL
Sullivan Service
Just a quick Sullivan experience. I ordered a Megatron Starter from Quantum Models. They were the only compnay to have this starter when they were weeks on back order fromSullivan. Anyways, the starter switch contacts couldn't handle the 24 volts derived by putting two 12 volt batteries together, They would weld shut after just a few seconds. Not a good when trying to start a gas engine with this high torque machine.
I called Quantum and they responded by saying they were unaware of any problems with the switch, or the starters. I said thanks and went directly to Sullivan. Sullivan had made an updated heavy duty switch as a replacement part for the Megatron. The lady on the phone asked my name and address and in two days the switch arrived free of charge. Now thats good service. No BS and no push back on a real issue that needed to be addressed. By the way. The Megatron is a killer starter. Highly recommend for hard to start big gas engines.
I called Quantum and they responded by saying they were unaware of any problems with the switch, or the starters. I said thanks and went directly to Sullivan. Sullivan had made an updated heavy duty switch as a replacement part for the Megatron. The lady on the phone asked my name and address and in two days the switch arrived free of charge. Now thats good service. No BS and no push back on a real issue that needed to be addressed. By the way. The Megatron is a killer starter. Highly recommend for hard to start big gas engines.
