REFLECTOR: Technical Support Hours

[Tom]

"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."

Ken, I've had my plane worked on at the factory a couple of times. Great service and reasonable cost. 
However, in early December I called asking to get my nose gear shock replaced. Factory glad to do it 
and would call me back to set up appt. Never got a call back, I called twice more (also emailed) and eventually I gave up. 
If your philosophy is as above, then you've got some fixing to do.
This is meant solely as constructive criticism. Good service companies are always looking for ways to improve, just trying
to give you something to work on. Tom