Fred,
I was in the process of completing the Cutomer Service survey which you sent to me. When I got to question 20, "Do you have any other comments/recommendations positive or negative for Premier Aircraft Service", I realized I could not limit my comments to the space provided on the form. I would offer the following comments on my experience with your Service Department.
The Premier Service Department and Wes Dale Director of Maintenance did an outstanding job getting my airplane back in service in a time frame that must qualify for an aviation record.
Wes Dale did an outstanding job organizing and implementing the installation of a replacement engine in my Mooney Ovation in the Bahamas. His efforts and results were above and beyond normal business practices and my expectations. Wes located an available replacement engine, delivered it to the Bahamas, installed it with the help of a local mechanic during the weekend in harsh and difficult conditions. He then brought the airplane back to your shop in Fort Lauderdale and had the finish up items completed by your staff of very professional mechanics. I know Wes was suffering with a back problem while this was underway. So, in addition to the special efforts on his part, I am confident that a major part of getting this done was a result of the professional efforts of Ray Bysiewics Assistant Director of Maintenance and the rest of the staff you and Wes have put in place. Eddie Roberts was the first of your mechanics that I met and I was very impressed with the quality of his work and commitment to get the job done. Ray Ocasio was right on top of the issues with the engine and kept us up to date on the plan to finish up. Adrian Arias stayed with the job to get us back in the air.
I would also like to comment on the friendly and helpful staff in your front office. Susan Glassman helped us with transportation and a nice hotel for the night. And, Sherry Frank gave us a great recommendation for dinner. Everyone was friendly and helpful.
We finished out two week trip on schedule with our flight out to Fort Lauderdale on February 21st.
The story on the failure of the original engine in my airplane still an ending with any information that TCM can provide on a cause for the failure. But, I am very comfortable with the new engine and will wait to see what we learn about the cause of the failure.
I am not certain how long you have been doing this, but I would have to say you have put together an excellent organization to meet the sometimes difficult needs of the aviation customer.
Harry J Harp
Dear Sir:
I have just returned from my flight to Florida and Exums Island in the Bahamas and I wanted to let you know much I appreciated your company's recent work on my 2001 Ovation N1045F. I contaced Wes Dale a few weeks ago to see if there would be a possibility of fitting work on my aircraft into the busy period between Christmas and New Year while I was visiting the area during my vacation. Wes very graciously agreed to work my aircraft on Wednesday 12/27. As it turned out the weather prevented me from leaving Michigan until Wednesday and your company was nice enough to reschedule for Thursday.
The work was completed on schedule as promised and I wanted to drop a note to let everyone know that not only did they provide a professional service but did so in a caring manner.
Thanks Wes for fitting my plane into your schedule and for having such a great staff.
Thanks Ray Bysiewicz for all your help in completing the repairs.
Thanks Eddie and Ray for your help in "turning the wrench" to make it happen. Hope your foot heals soon.
Thanks Ryan Ramos for going above and beyond to pick me up and drop me off at my hotel. Best of luck in your job at Premier's other location.
Thanks Sue, daughter Brittnay and Sherry for making me feel at home.
All your staff treated me like family and that is very rare in today's business climate. Best of luck in the new year.
Ron Flachs
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