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HeliHobby . Ron’s HeliProz South . Century Helicopter

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Thunder Tiger Raptors 30-90 - Imperio > FMA CoPILOT Customer Service
 
 
heliwilly
Senior Heliman
Location: Hull ENGLAND

Because of the good reports on the forum I decided to invest my hard earned cash in an FMA CoPILOT. This duly arrived and was fitted. I was having a few probs with it so I e-mailed them.They said they were looking at the problem . After a week I e-mailed again to ask if they had received my last e-mail,prompt reply ,Yes they had received it but passed it on.Further delay still no reply,so I e-mailed again with a cc to the company President. I received a reply from the President of FMAcomplaining that they have been having trouble with an ISDN line that had been down for 2 days.He then stated that the e-mail I sent today was the first he had seen. I f I had sent one he would have known because it was he who answered all the e-mails.Despite his tirade he didn't answer my question but said in rather a condescending way that someone would call me and walk me through the manual. I don't think that he even knew that I live in England and had been e-mailing another member of his staff. Although the product gets good reviews and obviously works ok, once mine is up and running I don't think I will be buying anything else from FMA if this is the way Customers are treated by them.GOOD PRODUCT BAD CUSTOMER SERVICE.
Has anyone else had problemswith FMA???
Heliwilly
03-06-2002 Over year old.
 
 
Virtual1
Senior Heliman
Location: Waterloo, Iowa - USA

re: cooling fans

I haven't had any problems with my fan that wasn't my fault. The cooling fan on the raptor has a very close clearance with the top of the frame. I was dumb and didnt' torque down the nut as far as I should, and found out very quickly my mistake. I heard a very odd squeak when I was trying to start it after it killed, and then noticed the entire drive train had just locked up.

The nut had backed off, and so followed the clutch and the fan, until the fan hit the frame and stopped with a squeak as the blades hit it. (probably had the clutch bell pressed up pretty hard too) I wonder, is there a tolerance problem with your frame or engine that is/was allowing the fan to come into contact with the frame at high RPM? Maybe some 3D maneuver that puts a lot of throttle in and at the same time is torquing the frame enough to close the narrow gap and let the fan grab the frame?
03-07-2002 Over year old.
HOMEPAGE  
 
 
rsilvers
Senior Heliman
Location: Marshfield, MA

Customer Service

I have learned to not expect service from companies by email. Yes, some do, but I am surprised when they do. There is no competition for the CoPilot, so those of us that want one will be buying from FMA. I have one on order and should get it this week.

How bad can service be when I call the company and they put the President on the phone?
03-19-2002 Over year old.
HOMEPAGE  
 
 
Virtual1
Senior Heliman
Location: Waterloo, Iowa - USA

Well, if there's only like 5 or 7 people in the company, the president is probably the QA manager too. This is not necessarily a -good- thing.

With most larger companies, if you find yourself on the phone with the president, it's already shown that their customer service department has completely failed at their job and now you're talking to someone that never talks with customers. About all he can do is tell some random underling "Send him a new one." If this isn't what you need to fix your problem, you're screwed, there's nowhere to go from him. "Let me talk to your manager!" "I'm the president." "Oh..."
03-20-2002 Over year old.
HOMEPAGE  
 
 
JeffBack
Heliman
Location: Oneonta, NY

FMA service very good

I also use FMA products. I have had some questions and sent e-mail, receiving a reply within hours each time. The questions were not only answered, but explanations were also provided. FMA's service has been excellent from my dealings with them. We often forget there are only so many hours in a day and we may not be the only customer they are trying to help at the moment.
03-20-2002 Over year old.
 
 
kram
Heliman
Location: Arkansas

fma service was good experience

I talked with company people (president once) on three occasions and had no problems getting answers to questions I had. Email communication with company was also a good experience. As for the autopilot, I ordered and recieved one within 4-6 days.................havent installed or field tested the product as of yet.
03-22-2002 Over year old.
 
 
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MTA Hobbies . Model Rectifier Corp . PowerHelis

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Thunder Tiger Raptors 30-90 - Imperio > FMA CoPILOT Customer Service
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