Great Story-OpenCockpits and Customer Service

[blueskydriver]

Today, contacted OpenCockpits (OC) about service on some items purchased in November of 2009 and what a great experience!

The story goes like this: It is normal for us to purchase parts for the sim well in advance of the time that they're needed. This way we're not wasting time waiting for shipments; especially from Europe, New Zealand, Australia, or Spain. Thus, we purchased an OC Overhead Gauge Set and an USB Servos Card back then. After checking the items initially for shipping damage and found none, we put the items on the shelf until install time.

Install time was this past week and problems were found with two servos on the gauges and the USB Servos Card. So, sent an email to OC and explained the issue to Customer Service/Sales. Within in a matter of hours, got a reply and they're going to replace the items, as they do understand this situation.

Therefore, in our opinion, OpenCockpits is one of the best simulation parts companies out there with awesome service! Highly recommend them...

Thank you OC.

Blueskydriver's Team

[oal331]

Thanks for sharing the story with us !!
It is very nice that they accept the responsibility and will replace the items after 15 months !! This is a perfect After Sales Support and Sales Policy !

Some months before, I also had a similar experience with OpenCockpits Sales, when i ask them to cancel an order i made (2 days before) and they had refund me all the money, without asking why.
It is a good opportunity to also say THANKS to them !!

Eddie

[senseimatty]

Yeah they are great! Sometimes it takes some day to have a feedback, but they help you as much as they can!
Actually I've bought from them the MCP, FMC, EFIS and ATC Module (they uploaded my tutorial for PMDG compatibility!).

[drum4no1]

Well lets hope this continues. I have an OC order that shipped 2/14 that im still waiting on..

[oal331]

Well lets hope this continues. I have an OC order that shipped 2/14 that im still waiting on..

All my orders, they came from OC after one week max with std postal service.

You must search for your parcel, one month is a very long time, maybe caused between EU and USA ? Do you have to pay customs when importing from EU?

[senseimatty]

Sometimes they build the modules after the order, so it takes sometime. For the MCP I had to wait 4 weeks.
Why don't you write them to know the status?

Ciao

[blueskydriver]

Drum4no1,

Yes, do send email to Miguel at www.sales@openpits.com, he will get back to you for sure. After emailing, we got the great asnwer about replacement and then five days later, we got email with shipping information. He is very serious about customer satisifaction, and will do what he can for everyone...

Note: We do not work for OC, we're just an example of a customer getting something taking care of through contacting OC's customer service.

BSD

[drum4no1]

I have emailed Miguel this morning. I dont doubt OC's customer service one bit. This is my third order and the first two arrived in two weeks. I have not had any customs with previous orders and I would think if its stuck in customs I would get notification..