Aeronautical chart provider Jeppesen is experiencing first hand some of the angst that can accompany a business’s transition to the brave new world of digital product and service marketing. In Jepp’s case problems arose from glitches with its FliteDeck electronic approach chart software, a recent version of which wreaked serious havoc by locking up users’ computers. The situation was exacerbated when customers called Jeppesen’s toll-free technical support line only to be put on hold for long periods, given answers that many said were unacceptable or, in a few instances, virtually ignored by the company.
The conflict came to a boiling point in late October when pilots, increasingly unhappy with their experiences with Jeppesen, began bashing the Englewood, Colo. company on an Internet user group sponsored by NBAA. In addition to issuing a barrage of barbs over specific problems with the FliteDeck software, pilots chimed in to express their recent displeasure with Jeppesen overall. Several agreed that the level of service they experienced, while once exemplary, had declined steadily since Boeing bought Jeppesen last fall.
More In Avionics
