Lack of customer service at DP Models
 

How does everyone feel about the service or lack there of at Dave Patrick Models. I won’t even complain about the fact that I waited 8 months for an Ultimate. Or the fact that my the Canadian distributor High-Flight was providing my LHS with different information from what I was getting from Dave Patrick models.

My biggest beef is the lack of concern they seem to have to customers. In researching this model I had sent some emails requesting information. Out of 6 emails, I got 2 answers and the response time was long. If a service is provided it should be done properly. However, I had ordered an upgraded tail wheel on June 20th, because from what I have read the original wheel doesn’t last to long (cheap hardware?). It was suppose to be in stock and that it would be confirmed via email as to the availability and when it will be shipped. The tail wheel was more important than the dash board I also ordered. Well, on June 27th, I send an email requesting the information since I had not heard anything. On July 4th I requested again. Nothing. Now, July 9th, I phoned them and I was told that “we went away shortly after my order was placed, so it wasn’t processed until today”. Now that is lousy customer service. Funny, when I didn't get email replies before and I called, the response was again "we were away". I have just sent them a similar email regarding this. I wonder if they will reply.

This is one person, that will avoid Dave Patrick models like the plague in the future.

Hmmmmm
 

It is true that some smaller companies don't support email well, but I don't agree that DP has poor customer service. I have found them to generally be available for phone calls, and have been knowledgable about the product line.

Oh well....

DPM Cust. Ser.
 

Hi,

My experience w/DPM has been favorable. Sandy has been very accomodating and has been able to help me in all instances. It may be the wrong attitude to take, but I personally would "deal with the Devil" (figuratively) to get aircraft as well done as Dave Patrick's products. Fortunately that has not been necessary in this instance. I have three DPM planes: Ultimate .40, Big Ultimate, and the Extra 330L. "Quality Work". Dealing with small companies sometimes has its downside, but usually worth it.

BME Engine is also a good company with which to do business. I ordered a BME 50 from them on a Tuesday. When I still did not have it early the next week, I called BME to check on it. Records showed the order and invoice, but there was no record of it being shipped. They acknowledged the mistake and sent the engine UPS Overnight at no extra shipping charge to me. I had it next morning at 0930! I even offered to split the extra shipping cost (as I know; mistakes happen!!) but they refused to charge me any extra shipping. Try getting that level of attention/service from most of the "big" suppliers.

Chuck E.

Lack of customer service at DP Models
 

It is true usually small companies are better customer oriented, but not always. I run a small display business and do about one million a year in sales. My messages and emails are all returned in 24 hours. I have 3 employees and do the sales and design, so I know what it takes.

Yes, if I call DP, I can get answers, but I still say 3 weeks between an order and shipping for a tail wheel is way too long.

Lack of customer service at DP Models
 

Disclaimer: I have never dealt with DP. My comments are about small vendors in general.

I think you are missing the point. Many vendors get 100's of emails a day. After a while, they may start to ignore them. Not that they should, but many do.

The reason is simple. Often because emails are inquiries that do not lead to sales. It takes a lot of time to type in responses to email inquiries, too.

The solution is very easy. Pick up the phone and call them. Vendors know that anyone willing to pick up the phone and spend a few cents, either has serious questions or is ready to order.

You complained about poor service. I do not disagree with what you have stated. But you will note, that when you called, you got an immediate response. When you emailed, you got not much.

It has become the case for many businessmen that email is very voluminous, and not very profitable. The vendors are simply paying attention to those customers more likely to purchase something.

Lack of customer service at DP Models
 

If companies choose to ignore email, then it shouldn't be offered. If you notice in my first post. Sandy was going to confirm the wheel was in stock and let me know when it was to be shipped. That is part of the customer service that really lacks. If I don't chase her down, I don't find out answers. I don't believe I ever would have heard from her and I don't believe that it would have been shipped if I hadn't called. It is too much of a coincidence that the wheel was "just processed" the day I called (three weeks later).

I know for every person that has a bad experience, there will be one with a good experience. The concensus seems to be that their planes fly great but the service sucks. Unfortunately, service is important to me and I won't be buying another one of DP.

Lack of customer service at DP Models
 

If you will do a search of this site you will find that most who have done business with DP models detest the service that they receive. I agree with the majority of the posts and feel justified in saying that this company has the absolute worst customer service I have ever dealt with. I won't be dealing with them again.

Lack of customer service at DP Models
 

Well....I think I'm shutting this one down. As it doesn't belong in "kit building" to start with, and if I move it.....I can't see it going to far anyhow, at least I don't think it will go where we want it too.

The comments are duelly noted, and will remain for those that happen to hit on this thread though.

Thank you for your cooperation.