WesRagle wrote:Hi Guys,
I think that the individual builder sometimes feels under represented and irrelevant while dealing with our favorite little airplane company, Sonex LLC. Most of my professional life was spent in the engineering department of a small company. A different field but still a small company with many products and limited resources. There was one big difference, much of our income came from military contracts. Products were sold in larger quantities under contract deliveries. As a result, the individual customer had more say when it came to fulfilling the contract. Believe me, when Colonel Jessup decided to pay a visit to voice his displeasure with a particular product he had our full attention. With Sonex LLC all sales are to individuals. Individually no one has much pull with the company.
Now believe me, the last thing I want is to harm Sonex LLC in any way. But I think a properly executed strategy would allow the foundation to increase completion rates, improve the Sonex customer experience (thereby helping Sonex LLC), and maybe irritate the company just a little by keeping known problems visible until they are dealt with and by providing workarounds in the interim.
So, is this worth discussing, would it be worth the effort, or should we just accept the status quo (Example:
http://sonexbuilders.net/viewtopic.php?f=5&t=5294&start=20#p40377)?
Thanks,
Wes
Sonex Builders,
(Disclaimer: The use of the word "you" in this post is not directed at Wes. This post is my personal expression and was not approved by anyone in management at Sonex Aircraft. I will not be reading or responding to any comments.)
Before I swung by this group to see what the day's topics were I made a pass through the tech support email to see what may have come in since my last check, which was last night (Saturday) at 8 PM. Occasionally when I answer tech support email on a Sunday, or Christmas Day, or Easter, or New Year's Eve, or while I'm on vacation, or late on a Saturday night, someone notices and comments. I do it because I can, not because it's required of me. It helps me keep up with the volume and I know it gets a builder back to the building. But I've been doing it for nearly 18 years so I guess its become part of the status quo that everyone has just accepted.
You'll be hard-pressed to find someone who wants every builder to succeed more than I do. Why? Not only because I work for Sonex Aircraft but because before I worked for Sonex Aircraft I built one and I know the joy that comes from the process and the satisfaction that comes from completion. I know how much time goes into a project, how much money, and that many builders have spent a lifetime dreaming of building an airplane before they found themselves in a position to fulfill that dream. When someone buys a kit form Sonex Aircraft the purchase transactions is over fairly quickly. The building process can go on for years or decades. The project may pass to another builder or five other builders. It may get botched together in ways you can't imagine and the 4th owner doesn't recognize. I'm there for every question.
To be sure, the ability to post here does not make anyone an expert, nor are the posts vetted in any manner. I also know how much damage the non-vetted posts on this forum create. I deal with it weekly. Shattered confidence in the ability to build the product, shattered confidence in the ability to fly the product, shattered confidence in the product. Hundreds of posts, years of opinions, sifted through, most dealing with problems one person or another has had, many suggesting changes that aren't necessary. Makes me wonder how they could be scratch built 22 years ago, while newcomers are wondering if a problem with a kit part, one they view as insurmountable, from 8 years has been corrected. This past week I had an email that referenced the "bad press" the AeroVee turbo has received. Not recalling any bad press, I asked if he meant comments on this forum. He confirmed that this forum was the source he was referencing.
Irritated? Yes, I'm irritated. Because I'm not a "company," I'm a person. Mark is a person, Heather is a person. Steve is a person. John and Betty, yes, they are people too. While I type this from my home on a Sunday morning there is a very good chance John is at the hangar and Mark and Heather will also be turning on their work computers at some point today. John has the vision, Mark, Heather, and all the staff at Sonex Aircraft help them come to fruition. I'm the person that helps people move forward on their project, toward their dream, no matter what may be slowing them down; a faulty part, an incorrect dimension, most often an error of their own making, the learning of a new skill, or poor advice they received from someone (or dozens of someones) who
maybe built an airplane start to finish and
maybe did it correctly themselves.
The factory isn't the bad guy. We didn't make it through 22 years of business, the attacks on 9/11 that shut aviation down, the recession of 2008, the continuing decline of homebuilding and the pilot population, and now this Covid crisis by being a company that doesn't care about its customers or products. But that doesn't mean we need to accommodate every wish of every customer. I don't know any company that does.
What's not needed is a coalition to irritate Sonex Aircraft. What's needed is everyone supporting everyone and the recognition that this is homebuilding. No two builders will ever have the same experience because no two bulders have the same skills or the same vision of what their completed aircraft will be. You want a sliding canopy? Put one on, but don't evangelize that it is so much better than the swing-over design. It may be for you but that doesn't mean it needs to be adopted by everyone. If you purchased a used AeroCarb and then purchased a used AeroInjector and couldn't get either to work but never contacted the factory for help, that's on you, stop trashing the product to everyone else. Differential brakes? Go for it, but don't tell people the direct link tailwheel doesn't work. It worked for me for 500 hours. An inability to read blueprints is not a product flaw, it's a skill to learn. A solid tailwheel is not inferior to a pneumatic one. I could go on but we finally have a warm, sunny day here in Oshkosh and I've given too much of it to this post.
Kerry Fores
Scratch Builder,
Metal Illness, AirVenture 2006 Plans Built Champion