REFLECTOR: Technical Support Hours

Tue Feb 3 18:14:29 CST 2009

I know for me being a left coast person and one that works till late evening I was always behind the ball with East coast times and calls. I usually get started on something about the time Velocity is saying good night. 

I have always had wonderful response to my "Stupid Question Time" E-mails to the folks in FL. I have always had an answer to every question I have ever submitted, there were a few where I recd' a picture back as well...That has been a tremendous help in understanding a project...Something you can't always get in direct dialogue. E-mail has always works great for me. Thank you to all in Sebastion. 

Larry Lambert
XL/RG
Canard mounting tabs...

In a message dated 02/03/09 06:28:18 Pacific Standard Time, scott at tnstaafl.net writes:
Ken, 

Sorry to hear the dismal economy is having such an effect on Velocity, 
but not really surprised.  Aircraft companies are dropping like flies, 
from little mom & pop GA shops, Eclipse folding almost overnight, all 
the way up to Boeing laying off 6,000+. 

I'd say you guys are doing the right thing, being pro-active and 
reducing services now to make it through the long haul. The company I'm 
working for has had lay offs and work reductions(my boat). The good 
company's have their eyes open and are doing things now. 

Good luck, keep up the good work, I'm sure good things are ahead..  You 
guys are really the best of breed. 

Scott Derrick 

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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