Avionics Customers

"Going the Extra Mile" Defines Service That Keeps Pilots Up Where They Belong.

9-3-2002

Dear Mr. Arrington,

I wish to compliment Muncie Aviation, and in particular, two of your employees, Mr. William Roundtree and Mr. Kenneth Talhelm.

I had made my annual trip to Rochester,IN and developed an intermittent transponder function. This caused anxiety for ATC and me. I called two FBOÕs and they both suggested your facility. I spoke with Mr. Talhelm and he suggested he could likely repair my unit or replace with a new unit of my choice. Either, he suggested, would take three days or so, but that I would very likely be able to return to my home field, TDW in Amarillo, on Saturday.

I arrived at Muncie Aviation on 20 August, 02 at about 1600 hours I was prepared to call a friend to fly me from Muncie to Rochester, and to arrange the reverse trip on 23 August, 02.

Upon hearing my plight, these two men did the following:

A) Began testing my transponder-having an intermittent malfunction. It of course worked perfectly.

B) Explained my options, trouble shooting, repair if possible, replace with a new unit, or, they recalled they might have an almost new Narco transponder, recently removed in an avionics upgrade. But, it had not been tested, and therefore not yellow tagged. It might be a "plug and play" for my old Narco.

C) With remarkable selflessness, they asked if I might like all that work done that very afternoon, and if I were interested, they would both work overtime to accomplish the task. It was past 1630 hours when this conversation took place. A yes answer sent them scurrying.

D) Next I knew, the used unit had been tested and yellow tagged, then installed in my aircraft and tested again. The paperwork was all accomplished on sticky backed entries, such that I could place them in the logbooks upon my return to Amarillo.

In summary, rather than two trips, and the unavailability of my aircraft for three days, I was fully repaired and on my way back to Rochester in about two hours!

This occurred only because Mr. Roundtree and Mr. Talhelm were willing to "go the extra mile" and provide service that was truly remarkable.

I feel you are fortunate to have such employees, and I hope you will convey my thanks to them.

Sincerely,

Carl Thomas Nichols

Steve Zaboji writes:

David,

After reading the Comanche Flyer's Presidential Column, I would like to suggest that while in the states, you fly down to Muncie Aviation in Muncie, Indiana, and see either Ken or Bill about your autopilot. They detailed mine last year and I can assure you that they KNOW autopilots in Comanches. Not cheap, but fundamentally they really know what they are doing, so in the long run, they represent the greatest value. They are booked 'till the end of time, but maybe, seeing you are the President of the Comanche Society, they'll fit you in. Have a great trip and see you in Detroit.

Best regards, Steve Zaboji

Outstanding Avionics Service From Muncie Aviation Keeps 'Em Up Where They Belong.

Here's what our customers have to say about the Avionics Department Muncie Aviation. Jeremy Louden writes:

Dear Bill (Roundtree),

I would like to Thank you and your team for the outstanding service you have provided for us and our plane, N51829, over the last couple of weeks. If it is up to me, we will definitely be using your services the next time we need work done on our avionics. Enclosed is the part tag from the loaner transponder you let us use. I figured you might need it. Thanks again and have a good day.

Sincerely, Jeremy Louden

"To Me, Quality Is Priority Number One."
Bob Renner, 38-year customer .... Bob Renner first came to Muncie Aviation for avionics service for a very simple reason: because we were nearby. .... 38 years later, Bob has moved a little farther away, but he keeps coming back when something needs to be fixed. Why? "Mainly the quality of the service. To me, that's priority #1," he says. .... After nearly four decades, Bob's gotten to know the folks in our avionics service department pretty well. When we asked him to think of time when they went beyond the call to help him out of a tight situation, he said he couldn't think of any. Not because they weren't willing to help, but because he tries to avoid those kind of situations. .... We think that's a wise approach for any pilot. Try us once, and you'll see why Bob keeps coming back.

"When they fix it, it's fixed."
Steve Brown Brown Flying School Terre Haute, Indiana
.... To Steve Brown, time is money. Literally. The 25 aircraft in the flying school he operates in conjunction with Indiana State University only earn money when there's a student on board. .... So what possesses him to fly all the way to Muncie when his avionics need service? Some of our competitors are a shorter hop away. Then again, it was an experience with one of those other shops that sent him in our direction. .... He was growing increasingly frustrated with that shop's lackluster approach to service. Finally, when they couldn't fix a radar, he placed a desperate call to the factory. They pointed him our way. "I had never gone to Muncie before. They fixed it and it was done ... and I've been going back there ever since." .... "They get you in, they get you out, and when they fix it, it's fixed. They just do a good job."
.... Sounds simple, but it's something one instructor from Terre Haute wishes everyone would learn. More Happy Customers. Home

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