October 2005 Issue

First Word: 10/05

Mad as Hell
Every couple of months I get some form of the Iím-fed-up-and-Iím-not- gonna-take-it-anymore wail about poor quality in products of the sort reader Ellis Johnson sent along this month. (Read it in the "Letters" section.) Itís not clear to me if Mr. Johnsonís letter represents a rising tide of customer dissatisfaction with everything in general aviation or just everything in general.

My view is that while the quality of goods and services has improved, the quality of customer service has declined sharply. I base that opinion on the fact that many of the complaints we hear about or actually intervene in involve minor beefs about the product itself. These complaints...

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