Annual at Maxwell

[robert38606]

How long should a typical annual take on a J-model, particularly at Don Maxwell's place?  My plane is having it's first annual there, and it's now been there over a month with no updates.  How often would you call?  I did call a little over a week ago now and was told they had been behind but were working on it, then tried again yesterday, but the receptionist seemed like they were too busy to check for an update with Monday being a hectic day.  I believe one of the mechanics had a health issue.  I don't want to wear out my welcome with people who have such a great reputation, but I am also frustrated.  

Is this at all typical on a yearly basis?

Edited February 28 by robert38606

[DonMuncy]

That is a little long for them, but not unheard of with occasional busy spurts, illness etc.  Mine usually run 2 to 3 weeks, with blips waiting for parts, etc.

But I usually call and let them know I will be dropping it off. (I don't know if that helps or not)

[T. Peterson]

6 minutes ago, robert38606 said:

How long should a typical annual take on a J-model, particularly at Don Maxwell's place?  My plane is having it's first annual there, and it's now been there over a month with no updates.  How often would you call?  I did call a little over a week ago now and was told they had been behind but were working on it, then tried again yesterday, but the receptionist seemed like they were too busy to check for an update with Monday being a hectic day.  I believe one of the mechanics had a health issue.  I don't want to wear out my welcome with people who have such a great reputation, but I am also frustrated.  

Is this at all typical on a yearly basis?

I’m sorry you’re having this issue. My annual was two weeks or so back in September. They do have a mechanic that has been in and out of the hospital. Sometimes it does take Don a couple days to get back to you. After the initial phone call I generally will follow up with a text or email. I give that a couple days and then call.

 I too don’t want to bug him, but sometimes I really need to talk to him and then become a little more persistent. I am always able to get through with a little persistence, but I don’t do that every day.

With his reputation I am sure his phone rings off the hook and I imagine he sets aside time to respond and other times to ignore responding to get other things done.

Sounds like it might be time for you to be a little more persistent. A month is a long time and I can’t see Don ignoring you purposely.

[Guest]

Busy happens at times and now especially,  just be thankful you can get on the roster at all.

[robert38606]

3 minutes ago, DonMuncy said:

That is a little long for them, but not unheard of with occasional busy spurts, illness etc.  Mine usually run 2 to 3 weeks, with blips waiting for parts, etc.

But I usually call and let them know I will be dropping it off. (I don't know if that helps or not)

Thanks.  Yeah, I scheduled it a few months ago, so I have been surprised by the length of this.

[T. Peterson]

3 minutes ago, DonMuncy said:

That is a little long for them, but not unheard of with occasional busy spurts, illness etc.  Mine usually run 2 to 3 weeks, with blips waiting for parts, etc.

But I usually call and let them know I will be dropping it off. (I don't know if that helps or not)

I scheduled my annual months prior and followed up with reminders. I am very pleased with Maxwell while understanding that communication isn’t exactly the strong suit of any business these days.

Part of the problem may be their inability to understand that I am the priority customer! They just don’t get that my wants are way more important than yours!!

[T. Peterson]

9 minutes ago, M20Doc said:

Busy happens at times and now especially,  just be thankful you can get on the roster at all.

Granted. We are very grateful for your services and realize you are in high demand due to your excellence. However once accepting our application to your roster there is a certain level of communication that ought to take place. I believe the OP’s frustration is due to the lack of communication or at least his perception of the same. I don’t know if his perception is warranted, but I do think that all business owners should realize communication skills are very important.

[robert38606]

5 minutes ago, T. Peterson said:

Granted. We are very grateful for your services and realize you are in high demand due to your excellence. However once accepting our application to your roster there is a certain level of communication that ought to take place. I believe the OP’s frustration is due to the lack of communication or at least his perception of the same. I don’t know if his perception is warranted, but I do think that all business owners should realize communication skills are very important.

Agree completely.  I did just call them and got an update this time that there are some parts they are waiting on (what, I am not sure), and they expect them to arrive this week and hopefully complete the annual this week.

But yes, I guess I expected an occasional call or update without me having to track it down.  Presumably there are no surprises since no one has called, but since I haven't heard anything, anything unusual will certainly be a surprise.

[hypertech]

That's way too long for an annual.  An annual is basically just an inspection and lubrication.  If scheduled properly and they put 2-3 people on it, an annual should be done in a couple days tops.

Now, if you come in the door with a list of squawks or they find issues requiring immediate repair and need to get parts, that could lead to delay.  

[hypertech]

1 minute ago, robert38606 said:

Agree completely.  I did just call them and got an update this time that there are some parts they are waiting on (what, I am not sure), and they expect them to arrive this week and hopefully complete the annual this week.

But yes, I guess I expected an occasional call or update without me having to track it down.  Presumably there are no surprises since no one has called, but since I haven't heard anything, anything unusual will certainly be a surprise.

That sounds to me like a recipe for a surprise - delays for parts and you don't know for what?  O-rings and oil filters should all be on the shelf.  If they are waiting for parts, something is getting repaired - surprise!

[robert38606]

11 minutes ago, hypertech said:

That sounds to me like a recipe for a surprise - delays for parts and you don't know for what?  O-rings and oil filters should all be on the shelf.  If they are waiting for parts, something is getting repaired - surprise!

Yep.  Sure seems that way.  I did ask for a new mixture cable to be installed, but I called about that before I ever arrived, and they say that already arrived.

Edited February 28 by robert38606

[Bolter]

28 minutes ago, hypertech said:

That sounds to me like a recipe for a surprise - delays for parts and you don't know for what?  O-rings and oil filters should all be on the shelf.  If they are waiting for parts, something is getting repaired - surprise!

In my experience with Maxwell's (and other "good" shops), there was a clear list of issues before any work outside of the inspection was initiated.  If there are items found, and a repair recommended, it should be authorized by the owner.  

[Parker_Woodruff]

I typically expected Maxwell to take about 3 weeks on my M20K back when I had it.  These days with parts delays and a busier shop and what sounds like a personnel shortage, a bit more than a month wouldn't surprise me.  Don is very tough to get hold of by phone...because he's always on the phone...I know the feeling sometimes.  Don or Paul should at least be able to ping you back with a short email if you send them one.

[M20F]

2 hours ago, robert38606 said:

How long should a typical annual take on a J-model, particularly at Don Maxwell's place?  My plane is having it's first annual there, and it's now been there over a month with no updates.  How often would you call?  I did call a little over a week ago now and was told they had been behind but were working on it, then tried again yesterday, but the receptionist seemed like they were too busy to check for an update with Monday being a hectic day.  I believe one of the mechanics had a health issue.  I don't want to wear out my welcome with people who have such a great reputation, but I am also frustrated.  

Is this at all typical on a yearly basis?

Don gets a million calls a day.  I will say when you get him he is 100% about you and will talk through and answer almost anything.  So would just call and leave a message to speak to Don or Paul and one of them will call you back. 
 

[Danb]

I was at Dons last week for a few days, they are extremely busy with the shop and parking lot full. They are very nice cordial folks unfortunately busy. I’d consider following up with emails. I witnessed everyone busy turning wrenches hang in there.

DB

[robert38606]

26 minutes ago, Danb said:

I was at Dons last week for a few days, they are extremely busy with the shop and parking lot full. They are very nice cordial folks unfortunately busy. I’d consider following up with emails. I witnessed everyone busy turning wrenches hang in there.

DB

Where is everyone getting email addresses for them from?  I'll ask next time on the phone with them of course, but they've never volunteered that as a contact method.

Edited February 28 by robert38606

[Danb]

Try donmaxwell.com

hit contact in top right corner

then there’s an area to put I. Your name,email phone and message or..

service@donmaxwell.com

DB

[ArtVandelay]

In my experience (and others), small aviation businesses seem to be the worst when it comes to customer communications. I would hire teenage girl to handle this, they have no problem handling emails, texts, phone calls. They could handle most status requests, billing, etc.
I found I have to be there in person and make repeated visits.

[RobertGary1]

When I used to take my plane to shops it would really bother me to take the plane out of service for a month, only to find a month later it was still on the ramp. And this was common. Its a good sign its in their hanger. They don't want planes in their any longer than you want them in there. Hangers are for generating money.

[T. Peterson]

3 hours ago, Bolter said:

In my experience with Maxwell's (and other "good" shops), there was a clear list of issues before any work outside of the inspection was initiated.  If there are items found, and a repair recommended, it should be authorized by the owner.  

Don sent me a list of squawks and went over them with me. As stated before, I am very happy with his service. 
I think after this hiccup the OP will also be pleased.

[T. Peterson]

2 hours ago, M20F said:

Don gets a million calls a day.  I will say when you get him he is 100% about you and will talk through and answer almost anything.  So would just call and leave a message to speak to Don or Paul and one of them will call you back. 
 

Perfectly stated and mirrors my experience exactly!

[T. Peterson]

18 minutes ago, ArtVandelay said:

In my experience (and others), small aviation businesses seem to be the worst when it comes to customer communications. I would hire teenage girl to handle this, they have no problem handling emails, texts, phone calls. They could handle most status requests, billing, etc.
I found I have to be there in person and make repeated visits.

It would certainly take an exceptional teenage girl to to communicate meaningful information on the progress of a Mooney annual and subsequent repairs.

[Guest]

4 hours ago, T. Peterson said:

Granted. We are very grateful for your services and realize you are in high demand due to your excellence. However once accepting our application to your roster there is a certain level of communication that ought to take place. I believe the OP’s frustration is due to the lack of communication or at least his perception of the same. I don’t know if his perception is warranted, but I do think that all business owners should realize communication skills are very important.

I think you need to direct your comment to Don Maxwell not me.

[Guest]

4 hours ago, hypertech said:

That's way too long for an annual.  An annual is basically just an inspection and lubrication.  If scheduled properly and they put 2-3 people on it, an annual should be done in a couple days tops.

Now, if you come in the door with a list of squawks or they find issues requiring immediate repair and need to get parts, that could lead to delay.  

Can I bring my plane to your shop for this level of service?  

[1980Mooney]

1 hour ago, Danb said:

I was at Dons last week for a few days, they are extremely busy with the shop and parking lot full. They are very nice cordial folks unfortunately busy. I’d consider following up with emails. I witnessed everyone busy turning wrenches hang in there.

DB

 

39 minutes ago, T. Peterson said:

Don sent me a list of squawks and went over them with me. As stated before, I am very happy with his service. 
I think after this hiccup the OP will also be pleased.

Perhaps you didn't read @redbaron1982 PIREP from last Thursday regarding the same shop.  The MSC in the Northeast missed the corrosion -  he sent it to Longview for repair. They have been working on it 10 months.  It sounds like communication is an ongoing issue.

"Still waiting on the plane, the shop that is currently working on it email me 2 weeks ago to go and pick it up but three days after they called me to say they have flown the aircraft and it was pulling to the left and they need to check the rigging. Two weeks after that, still radio silence, so I don't know how many weeks, months or years is going to take to rig the airplane.

BTW: I'm starting to truly believe that GA industry is totally broken. I'm not talking about parts availability or things that are hard to fix, but customer service is a disaster, my two experience so far, one of which is with a highly renowned shop for Mooneys, is crappy in regards of customer service. Total lack of communication, and I'm not talking about daily communication, I'm talking about not answering emails or not giving an estimate on when a job is going to be finished or even started after they have had my aircraft for 10 months now. My point is that it doesn't cost money to fix customer service, it's just replying an email, having a schedule for the shop and giving precise information."