Peformance Designs Customer Service

[Vectracide 0]

I have heard in passing, and read on here that the PD customer service people will go the extra mile for their customers. Since I had never run into any other company except for one (Wings), that treated its customers extremely well, I was skeptical. Well, PD took my view of them into the stratosphere today.

I bought a Katana 107 with 280 jumps on it for a very reasonable price. I was very happy as it is hard to find that size for sale, and when you do, it’s for a price that is unreasonable. I put about 15 jumps on it when I decided that I needed to send it into PD to have it looked at. I first got a hold of Ian Drennan as he had shared some previous info regarding the Katana with me, and discussed with him my opening problems. He told me about the Spectra line sets prematurely wearing, so I just decided to get it relined by PD. I called PD and set it up. Dealing with them was a breeze, and the replacement to HMA 500 was very reasonably priced. They even offered to test jump it after to compare my notes to the test pilots observations. So without going into too much detail, there were some other problems with my used canopy even after the reline and it was deemed not airworthy.

What PD did next blew me away. I was given the opportunity to purchase a new canopy at a VERY reasonable price, as they wanted to keep my used canopy and do extensive testing on it to improve their R&D and safety of its future canopy pilots. This has got to be the best customer service I have ever received in the skydiving community. PD's canopies are some of the best in the world, and the customer service is definitely the best I have ever had. This is why PD leads the way.

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Controlled and Deliberate.....

[superstu 0]

that is great to hear bro. you'll be competing in this season's cpc with it won't you? also glad you talked with ian about it, he know's a lot about that canopy and is a great asset to PD.

Slip Stream Air Sports
Do not go softly, do not go quietly, never back down

[Vectracide 0]

Well, that was the plan when I bought it in January. Since then, I have only been able to jump it 15 times, and I might have to throw out those jumps in my head and start from scratch again. I'm not sure that the canopy was performing like it was designed to do, so I dont want to pick up where I left off.

To make a long story short....I'm not sure I will have enough time to get my shit dialed in for comps. Need some sun.

ps. Hey, when was Ian thinking of coming out?

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Controlled and Deliberate.....

[Opie 0]

I'll throw a plug in here for PD as well and I haven't even been jumping PD mains for several years. They are one of the top notch companies in the industry with great customer service! To make a long story short, several years ago they went out of their way to help me sort out a problem I was having with a dealer I had ordered a pd canopy from. Thanks again pd!

[wuffo 1]

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So without going into too much detail, there were some other problems with my used canopy even after the reline and it was deemed not airworthy.

What PD did next blew me away. I was given the opportunity to purchase a new canopy at a VERY reasonable price, as they wanted to keep my used canopy and do extensive testing on it to improve their R&D and safety of its future canopy pilots...

Sometimes people are so friggin' naive. Geez, they gave you a good deal on a new one for the simple reason that they built a bad canopy and wanted to get it out of circulation before it hurt somebody. That's nothing to do with customer service, it is everything to do with good business. good grief!

[tso-d_chris 0]

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So without going into too much detail, there were some other problems with my used canopy even after the reline and it was deemed not airworthy.

What PD did next blew me away. I was given the opportunity to purchase a new canopy at a VERY reasonable price, as they wanted to keep my used canopy and do extensive testing on it to improve their R&D and safety of its future canopy pilots...

Sometimes people are so friggin' naive. Geez, they gave you a good deal on a new one for the simple reason that they built a bad canopy and wanted to get it out of circulation before it hurt somebody. That's nothing to do with customer service, it is everything to do with good business. good grief!

You might be surprised how many manufacturers will not go that extra mile, and would instead band-aid the problem. PD has an excellent reputation for customer service and quality control for a reason.

For Great Deals on Gear

[wuffo 1]

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You might be surprised how many manufacturers will not go that extra mile, and would instead band-aid the problem. PD has an excellent reputation for customer service and quality control for a reason.

I call bullshit on that. Any skydiving equipment maker that discovered that they screwed up on manufacturing a product would do whatever it takes to keep that product from getting back out in circulation. PERIOD! And the natural response to the customer is to smooth it over and make it as though you're doing them a great big favor by cutting them a "deal" on a replacement. Instead of what PD has done, I'd venture to say that some manufacturers would have sent a replacement at NO CHARGE! Dude, you believe what you want, but I know better than to buy into this.

[tso-d_chris 0]

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You might be surprised how many manufacturers will not go that extra mile, and would instead band-aid the problem. PD has an excellent reputation for customer service and quality control for a reason.

I call bullshit on that. Any skydiving equipment maker that discovered that they screwed up on manufacturing a product would do whatever it takes to keep that product from getting back out in circulation. PERIOD! And the natural response to the customer is to smooth it over and make it as though you're doing them a great big favor by cutting them a "deal" on a replacement. Instead of what PD has done, I'd venture to say that some manufacturers would have sent a replacement at NO CHARGE! Dude, you believe what you want, but I know better than to buy into this.

Sorry, but not all manufacturers will go that extra mile. I know this for a fact from personal experience, to say nothing of professional experience in gear sales. Not all manufacturers are created equally, and PD is among the best in the industry.

I am glad to hear you have not had to find out the hard way that not all manufacturers take such pride in the quality of their product.

For Great Deals on Gear

[wuffo 1]

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Sorry, but not all manufacturers will go that extra mile. I know this for a fact from personal experience, to say nothing of professional experience in gear sales. Not all manufacturers are created equally, and PD is among the best in the industry.

I am glad to hear you have not had to find out the hard way that not all manufacturers take such pride in the quality of their product.

Dude, you're missing my point. I am in no way saying that PD isn't a good equipment maker or a good company from a customer service standpoint. That's not it at all. What I was getting at is that the REASON they made the "good deal" for replacement was NOT what was indicated to the owner of the Katana. He was told they wanted to "keep it for R&D" or some such thing. BULL F#%*$NG SHIT! They want that canopy off the street. Period. They either have improper seam allowances, used poor fabric, loops attached poorly, whatever. And my point is that when a company builds a canopy (or whatever) that is deemed unairworthy at 280 jumps, the right thing to do is to replace it, not give somebody a line of crap and SELL them another one.

Damn DeLand Lemmings, Jesus H Christ!

[davelepka 4]

OK then, this incident aside, I have extensive experience with the crew at PD, and have always been pleased with the service.

On every occasion I have needed service of repair from PD, I was able to call ahead, reserve a slot in the line up, and overnight my canopy the day before. The work was completed, and I had my canopies back before the weekend.

Thats not to mention the free T-shirts I always find pakced in with my canopies, the demos they have provided, prizes provided for canopy comps, prompt and complete technical advice, and the amazing reliability of their products over the years.

I absolutely expect any company to adhere to ethical business practices. They have gone above and beyond for me consistantly over the last decade.

[wuffo 1]

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OK then, this incident aside...

No, don't pat pd on the back "this incident aside". What if YOU had a canopy that had 280 jumps, and the manufacturer grounded it. Then, with lots of KY lube they try to sell you a replacement. I don't know about you, but I just don't think I'd be quite so anxious to bend over, KY or not! My attitude would be "ok, your little senoras in Honduras messed this one up, no problem; replacement is fine. Wait, wait, you said you want to "CHARGE ME?"

Now, Dave forget putting this incident aside. I'm talking about THIS INCIDENT, nothing else. What would you see as the right thing for the mfr. to do?

[tso-d_chris 0]

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Dude, you're missing my point. I am in no way saying that PD isn't a good equipment maker or a good company from a customer service standpoint. That's not it at all. What I was getting at is that the REASON they made the "good deal" for replacement was NOT what was indicated to the owner of the Katana. He was told they wanted to "keep it for R&D" or some such thing. BULL F#%*$NG SHIT! They want that canopy off the street. Period. They either have improper seam allowances, used poor fabric, loops attached poorly, whatever. And my point is that when a company builds a canopy (or whatever) that is deemed unairworthy at 280 jumps, the right thing to do is to replace it, not give somebody a line of crap and SELL them another one.

Damn DeLand Lemmings, Jesus H Christ!

I'm not sure if you are aware of the depth of PD's R&D. I am not a bit surprised to hear that they want to do further testing. Sure, they want to keep the canopy off the street, since it is not up to their high standards, but I seriously doubt the canopy gets trashed before being tested further.

Then again, we "Deland lemmings" don't know anything about gear manufacturers, since barely any skydiving gear is built around here.

For Great Deals on Gear

[ntacfreefly 0]

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They either have improper seam allowances, used poor fabric, loops attached poorly, whatever. And my point is that when a company builds a canopy (or whatever) that is deemed unairworthy at 280 jumps, the right thing to do is to replace it, not give somebody a line of crap and SELL them another one.

I'll remind you that he bought the canopy 2nd HAND not too many companies I know out there would offer him such a good alternative for a 2nd hand canopy.

You're welcome to your opinions on this matter, I just happen not to share them based on my, and friends of mine, experiences with other companies in comparision.

Blues.
Ian

To the mind that is still, the whole universe surrenders. ~ Lao-Tzu

It's all good, they're my brothers ~ Mariann Kramer

[wuffo 1]

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I'll remind you that he bought the canopy 2nd HAND not too many companies I know out there would offer him such a good alternative for a 2nd hand canopy.

This is where you are absolutely wrong. A company's comittment to standing behind the integrity and longevity of a product has NOTHING to do with the ownership, or transfer of ownership of that product. A Katana with 280 jumps is just that. It matters not if it is owned by the original purchaser or if it has changed hands 6 times. You make no point with that statement. You are sponsored by PD, you have an obligation to defend them and certainly are not expected to bite the hand that feeds you. I don't want to hear from sponsored athletes or gear sales people about this. You guys all have a vested interest in upholding PD's reputation.

Let's see, didn't I already mention something about Lemmings? Although Ian since you don't jump in DeLand, I'll drop that part here. :-)

[ntacfreefly 0]

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You are sponsored by PD, you have an obligation to defend them and certainly are not expected to bite the hand that feeds you. I don't want to hear from sponsored athletes or gear sales people about this. You guys all have a vested interest in upholding PD's reputation.

Absolutely not. I have stood by and supported PD way before I was ever sponsored by them. I will continue to do so, even if they dropped my sponsorship this second, as long as they continue to provide (what I believe) is the best service and products in the industry. Nor would I seek sponsorship from a company I didn't believe in.

You're welcome to your assumptions about me though, however incorrect they may be.

Blues.
Ian

To the mind that is still, the whole universe surrenders. ~ Lao-Tzu

It's all good, they're my brothers ~ Mariann Kramer

[billvon 2,792]

>Any skydiving equipment maker that discovered that they screwed
>up on manufacturing a product would do whatever it takes to keep
>that product from getting back out in circulation. PERIOD!

No they won't. I've dealt with a few other companies who would _not_ do that. Glide Path comes to mind.

[tso-d_chris 0]

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I don't want to hear from sponsored athletes or gear sales people about this. You guys all have a vested interest in upholding PD's reputation.

I have no vested interest in supporting PD. I make just as much money (sometimes more) selling their competitors' equipment. I promote PD because of their outstanding customer service and owner satisfaction. Unhappy customers find new dealers. My vested interest is in keeping customers happy, not selling any particular brand over another.

For Great Deals on Gear

[wuffo 1]

Hey everybody, Chris, Dave, Ian, all you guys. I really wasn't trying to "slam" pd here. I didn't mean to get all the hair standing up on the back of everyone's neck here. My point was simply, and I'll restate it and then let's please drop this, my point is that I think the right thing to do if you really want to show outstanding cust. service, is to give the poor guy who got a defective canopy a new parachute. Take a demo of equal age out of the demo fleet and send it to the guy. Make it right, and not just sell a replacement. Over and out, sorry to have gotten a bunch of people pissed, that wasn't my intention. mmmkay?

[tso-d_chris 0]

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I think the right thing to do if you really want to show outstanding cust. service, is to give the poor guy who got a defective canopy a new parachute. Take a demo of equal age out of the demo fleet and send it to the guy. Make it right, and not just sell a replacement.

I agree. I also believe that offering a brand spankin' new canopy (instead of a used demo model) for a nominal charge is just as good in terms of customer service, if not better.

For Great Deals on Gear

[Miami 0]

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No they won't. I've dealt with a few other companies who would _not_ do that.

Well they should.

I agree with Wuffo (to a point) on this. I don't really see it as going above and beyond for pd to just give a discount on a new canopy. If told stories are true, it appears (even after a reline) they made a bad canopy...doing something of note that would warrant public praise would be replacing the canopy free of charge.

Anyway, that's just my opinion. That's awesome that they made their customer happy.

Miami

[Opie 0]

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Hey everybody, Chris, Dave, Ian, all you guys. I really wasn't trying to "slam" pd here. I didn't mean to get all the hair standing up on the back of everyone's neck here. My point was simply, and I'll restate it and then let's please drop this, my point is that I think the right thing to do if you really want to show outstanding cust. service, is to give the poor guy who got a defective canopy a new parachute. Take a demo of equal age out of the demo fleet and send it to the guy. Make it right, and not just sell a replacement. Over and out, sorry to have gotten a bunch of people pissed, that wasn't my intention. mmmkay?

I get your point here. I think what the others are trying to point out is that alot of others companies wouldn't have made(even thought they should as you state) it right and that moves PD up to one on the top companies in the sport.

[rehmwa 2]

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I bought a Katana 107 with 280 jumps on it for a very reasonable price. ...... and it was deemed not airworthy.

So tell us - who sold you the lemon? And what did that person have to say about it?

Why isn't this post about the seller instead of about PD making the correct business and safety decisions?

(PD did the right thing to keep the canopy for testing and lessons learned, but if the lemon was a manufacturing mistake, 'wuffo' has some good points - replacement with a demo or an equivalent discount on a new one is appropriate. So, PD did the right thing, of course.

And doing the right thing in a business where use of a product requires releasing the manufacturer from liability isn't always the EASY thing. Even if we all expect this kind of responsibility and the praise isn't REALLY necessary, it's always heartening to see these companies living up to our expectations.....)

FYI - I'm a HUGE fan of PD canopies. And, they've always done more than expected in my dealings with them.

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Driving is a one dimensional activity - a monkey can do it - being proud of your driving abilities is like being proud of being able to put on pants

[DiggerDan 0]

Yeah! I totally agree!!!

And if I buy a Camero off the street and it turns out to have a bad motor, I should absolutely be able to send it back to Chevy and get a equal Camero that runs great for FREE!

[rehmwa 2]

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Yeah! I totally agree!!!

And if I buy a Camero off the street and it turns out to have a bad motor, I should absolutely be able to send it back to Chevy and get a equal Camero that runs great for FREE!

Car manufacturer's have that - they are called warrenties from manufacturing defects. if you buy a Camero off the street with less than 3 years or 36,000 miles - as long as the first owner didn't screw the car up, doesn't the warranty transfer?

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Driving is a one dimensional activity - a monkey can do it - being proud of your driving abilities is like being proud of being able to put on pants

[DiggerDan 0]

But there is no warranty like that with canopies, and everyone knows that when you buy one second hand, so wouldn't you say that PD went above and beyond what they had to do?