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NEWS - AVIDYNE STREAMLINES ENTEGRA PFD/MFD SUPPORT PROCESS

NEWS

 July 17, 2019

 

AVIDYNE STREAMLINES ENTEGRA PFD/MFD SUPPORT PROCESS IN THE SPIRIT OF CONTINUOUS IMPROVEMENT

Avidyne demonstrates its commitment to world-class product support and overall customer experience; Significant improvements in support processes being implemented based directly on dealer and Entegra PFD/MFD customer feedback.

MELBOURNE, FL. – July 15, 2019-Avidyne Corporation, a leading provider of integrated avionics and safety systems for general aviation aircraft, announced today that they are implementing several significant changes and enhancements to their Entegra  aftermarket support program to streamline the process and improve customer satisfaction.

 

 

“Avidyne will now be the sole point of contact for dealers and end customers needing to coordinate repairs, exchanges and warranties of their Entegra EXP5000 primary flight displays (PFD) and EX5000 multifunction displays (MFD),” said Bryan Kahl, Avidyne’s Director of Customer Experience.  “We’ve made several additional improvements based on customer feedback, and we have implemented a process for following up with each customer to ensure we met or exceeded expectations and to encourage feedback on their customer experience.”

 

 

 “Avidyne prides itself on providing industry-leading customer service and support for not only our newer products, but also for all of our legacy products as well, and we intend to continue to do so long into the future,” said Avidyne President and CEO, Dan Schwinn. “We appreciate the constructive feedback we have received, and we believe these changes in how we work with our service providers will dramatically improve both the dealer and customer experience, as well as to demonstrate our ongoing commitment to providing world-class customer service.”

 

 

Avidyne will fully implement the process improvements by August 1, 2019, that include the following:

 

  • Avidyne will now be the sole point of contact for coordinating repairs, exchanges and warranties, including initial troubleshooting and diagnosis,  status updates, billings and payment processing
  • The service level agreement (SLA) for advance exchanges and regular exchanges have been reduced to 1 business day and 2 business days, respectively, and the pool of available units has been significantly expanded
  • If a repair is not completed within 6 business days from the date of receipt of the unit, payment and required information, we will offer the customer an exchange unit at no extra charge (subject to the discovery of other damage upon receipt of the unit); with all repairs to be completed within 8 business days
  • Timeliness of performance will be closely reviewed and monitored, with defined corrective action requirements should performance trend above SLA's
  • Understanding the cost of battery replacement in the MFD has been a point of sensitivity, that cost has been reduced to $600 if replaced during repair, and all exchange units will have a new battery for an added charge of only $150

 

Avidyne offers extended warranties of up to 3 years that would be as much as 70% below the cost of a single repair event.

 

All repairs and support for Avidyne's legacy 5-RR Flight Situation Display (FSDs), FlightMax® 440, 450, 640, 650, 740, 750, 800, 850, 950 and EX500/EX600-series MFDs will continue to be provided directly by Duncan Aviation of Lincoln, NE.

 

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