REFLECTOR: Technical Support Hours

Tue Feb 3 16:57:04 CST 2009

Hi Ken,
Thanks for the follow-up and I must say that it makes me feel better.
I can totally understand the economic issues we all face and it's 
nice to see that Velocity can be dynamic as the situation changes to 
keep the 'doors open'.

I was worried that the new "owners" had other plans....

Thanks for the clarification and we all support you and velocity - 
it's tough times for all.

Thanks again,
Kevin Baker

At 07:33 AM 2/3/2009, Ken C. Baker wrote:
>Kevin,
>
>I appreciate your sentiments. I'm sure that most in the Velocity community
>agree with you wholeheartedly - and that includes us at the factory. That
>might sound like lip-service, but I can assure you it's not. We had quite a
>bit of discussion and argument on whether this was the right direction to
>take.
>
>The decision to limit technical service hours has nothing to do with Rocket
>Racing. The long and the short of it is that kit-sales are slow. Very slow.
>Without going into details, in the face of some pretty serious economic
>times we have no choice but to shift more people over to service work to
>produce billable hours to help off-set reduced kit sales.
>
>I think that Velocity is more focused on customer support and service than
>most kit companies out there. But we have to keep a long view - is it better
>for the Velocity community for us to continue with our existing service
>hours and grow a negative balance on our ledger sheet? Or is it better that
>we ensure our survival so that we're here to help support everyone in the
>future through a few tough decisions?
>
>I'm hoping that this is only a temporary measure, and when kit sales start
>to increase we'll be able to return to the norm.
>
>Best Regards,
>
>-Ken Baker
>kenb at velocityaircraft.com
>
>
>-----Original Message-----
>From: reflector-bounces at tvbf.org [mailto:reflector-bounces at tvbf.org] On
>Behalf Of Kevin Baker
>Sent: Monday, February 02, 2009 11:29 PM
>To: Velocity Aircraft Owners and Builders list; 'Velocity Aircraft Owners
>and Builders list'
>Subject: Re: REFLECTOR: Technical Support Hours
>
>Hi Ken,
>First let me say.. thanks for the update. Much appreciated.
>
>Second.. this may just be my take.. but that is very disappointing news.
>Going from the best support in the industry to ... 2 - 1 hour slots a
>day for mon-fri.  - bound to be near the bottom.
>
>As I'm not sure what is going on behind the scenes (post takover/or
>sell to RR New owners) it sure is looking like Velocity Aircraft as
>we know it is already changing to a less builder friendly company. It
>really pains me to have to say that.
>
>I'm just speculating .. but it makes me wonder if this is due to the
>economy (ie- no one is buying velocity kits and folks being layed
>off) or due to the "new owners" not being interested in the kit
>building business? or just wanting to focus on the rocket league and
>not us kit builders.
>
>Anyway....  I'm very much hoping that this isn't a sign of things to
>come but a one time deal.
>
>wow... what a change. It was SO nice to be able to talk to folks at
>velocity when we were in a building bind. Now we are going to have to
>try to get/find time from work to see if we can catch someone at
>velocity for a quick word of help.
>
>... ok ok... i guess i've said my peace...
>
>Kevin Baker  :-(
>
>
>At 08:53 AM 2/2/2009, Ken C. Baker wrote:
> >All,
> >
> >I hate to be the bearer of bad news, but Velocity has an announcement
> >regarding a reduction in technical support hours:
> >
> >Technical Support - Scheduled Times
> >
> >Those who purchase a Velocity kit enjoy one of the best technical service
> >and support programs in the aircraft kit industry. Original buyers enjoy
> >free, lifetime technical support via telephone by calling the main office
> >number (772)589-1860, the dedicated tech support telephone number listed in
> >your Builder's Manual; and through email by contacting
> >support at velocityaircraft.com.
> >
> >Effective February 1, 2009 technical support via telephone is offered
> >between the hours of 11:00am until noontime; and 4:00pm through 5:00pm
> >(Eastern Time) during business days. Email is the preferred method of
> >contacting the company for technical support The company responds to email
> >tech support questions throughout the day.
> >
> >Additional technical support is available by accessing the on-line
> >Construction Manual through the "Builders" section of the Velocity web
>site,
> >www.velocityaircraft.com. The generic Construction Videos (now available on
> >DVD) also provide hints and answers to most common builder questions.
> >
> >Builders are always invited to visit the Velocity Service Center in
> >Sebastian, FL to observe, learn, ask questions, and take photos. The Head
> >Start Builder Assist Program provides hands-on factory training and
> >assistance towards the building of your Velocity.  Velocity owners pay a
> >shop rate for factory supplied labor. While most Velocity owners find it
> >helpful to attend the Head Start Builder Assist Program at the beginning of
> >the building process, many bring their projects to the factory later in the
> >building process to accelerate and help finish the aircraft's construction.
> >
> >Additional support is offered through factory sponsored builders
>educational
> >forums and workshops.  Velocity University (tentatively scheduled for
> >February 2010) is slated to offer dozens of informative classes over a
>3-day
> >period.  Stay tuned to the Velocity web site for more information.
> >
> >Best Regards,
> >
> >-Ken Baker
> >kenb at velocityaircraft.com
> >
> >
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