Bombardier introduces parts guarantee for BizAv customers
March 25, 2011, Montreal - Bombardier Aerospace today raised the bar for customer service excellence with the introduction of a ground-breaking Parts Satisfaction Guarantee for its business aircraft customers.
The guarantee sets high standards for Bombardier's parts performance, while introducing accountability by waiving the shipping, labour and restocking charges in applicable situations. In addition, Bombardier continues to make substantial headway in reducing the incidence of No Fault Found (NFF) parts currently in circulation. Bombardier is the first business aircraft manufacturer to publicly announce parts guarantees and NFF targets for its customers.
"Parts performance is a top priority for Bombardier, and our Parts Satisfaction Guarantee reflects our determination to put our customers first and to become the world's number one aviation services company," said Andy Nureddin, Vice President, Customer Services and Support, Bombardier Business Aircraft.
Bombardier's Parts Satisfaction Guarantee(i) takes effect immediately and comprises the following:
— Unused Aircraft-on-Ground (AOG) Parts Guarantee: Bombardier will
eliminate restocking fees on the return of any parts ordered for an AOG
situation and confirmed unused.
— Recommended Parts Guarantee: Should a part replacement recommended by
Bombardier not fix a fault and be deemed unnecessary, Bombardier will
absorb shipping charges for the unused part, as well as labour costs
associated with its installation and removal.
— Defective on Arrival (DOA) Guarantee: Bombardier will cover shipping and
labour charges incurred for a replacement unit if the original part was
not functional or was received damaged.
Reduction in incidence of No Fault Found (NFF) components
Bombardier has also committed to reducing the incidence of the top 10 NFF components on its business aircraft models to less than 25 per cent by the end of the year.
"Even though NFF and DOA components are an industry-wide issue, we believe that firm action is needed to deal with this key customer irritant," said James Hoblyn, President, Customer Services & Specialized and Amphibious Aircraft, Bombardier Aerospace. "With this unprecedented commitment, we expect to dramatically reduce the number of NFF and DOA parts in circulation, while addressing suspect and rogue units, once and for all."
Going forward, Bombardier will aggressively track suspect and rogue units at the serial number level and continue to work closely with suppliers to ensure that new performance targets are met.
A dedicated component reliability team, headed by Robert Jacques, Director, Component Reliability, has been tasked with meeting this aggressive target. To date, the team has implemented rigorous processes to troubleshoot suspect or rogue parts, remove them from Bombardier inventory, determine root causes, institute corrective action and ensure proactive follow up.