Basejumper.com - archive

Anybody else having a problem with phoenix fly returning emails? They don't have a phone number, and I haven't heard from them in three weeks. I put my track suit order in with 8 weeks to spare for the heliboogie, and I'm a tad nervous I won't get it in time. I know they are busy as hell, and I totally understand if they can't make it, I'd just like to know so I can maybe find some used tracking pants. Anyone know the score?

Please check your PM´s!

Nope

have had nothing but awesome customer service them

- Lau

Yes...horrible service. Promised the suit in no more than 5 weeks and it's been 11 weeks.

I wouldn't say I've gotten bad service. The reason I went with Phoenix Fly is the last time I was at the Heliboogie, all the jumpers that had their tracking suits were very happy with them. I looked into getting a tracking suit from Tonysuits, and the production time was 20 weeks. Robi emailed me recently, saying my suit would be done in time for my trip coming up, and I am very happy. I was also emailed by one of the US distributers of PF concerning my post. I think the problem is small seasonal operations get the bulk of their orders at one time and get a bit swamped. All in all, I'd rather have Robi sweating over a sewing machine on my suit than answering my emails. Everyone I've ever talked to about wingsuits and tracking suits only say great things about Phoenix Fly, so I'm sure I'll love the suit. God I hope it fits. I'm 6'8" and nothing ever does. I'll post again when I get it. Cheers.

Longer lead times are sadly the result of loads and loads of orders coming in, in a very short time. We always strive to keep lead times quoted on the website realistic, reflecting the actual time from receiving an order to sending it out. But when things suddenly get more busy than normal (like the last 2 months have been) things can change quite rapid.

Robert is in the factory full time, overseeing construction and working hard to get suits done, and during that period isnt on email a whole lot. Updates on suit status are a thing we strive to do, but know that (as others also mention) your suit will always be produced with the utmost priority. Emails may be lagging, but production for sure isnt.

The factory itself is working 7 days a week, and has been doing so the last half year...to everyone waiting for a suit...when it arrives, for sure you wont be disappointed! So hang in there, and should there be urgent needs, shoot macca@phoenix-fly.com or jarno@phoenix-fly.com a shout and we will help you out.

I ordered a V4 and was quoted 11 - 13 weeks initially. Throughout my order I was given several updated ETA's which were very inaccurate. At one point I was quoted 4-5 weeks and it came nearly 12 weeks later. I doubt the misleading estimates are intentional but I don't see it being that difficult to give customers something more accurate. Especially keeping the website up to date as it still reads 11 - 13 weeks which I believe has been there for at least the past 8 months.. In total I waited 24-25 weeks for the suit. Jarno is right I'm very happy with the suit, not disappointed at all, but the customer service could be improved... Although this has been my experience with nearly every manufacturer in the industry. What do you expect when there is next to no competition?

Rule of thumb: Take your quoted delivery time and double it at the very least and then plan your trip for another month or two after that... you just might have your new toy for the trip!

Its funny cause I've had great service and very poor service from gear manufacturers, my tracking suit was at my door in 5 weeks, phantom was at my door in 6 weeks. Apex DP was sized in-correctly (apparently I'm too tall to jump a 280, they also wanted to charge me an extra 300$ to make a container for a 280 canopy sized for a 6"4 person) and took a total of 7 months before i received my correctly sized container. My first blackjack was 8 weeks late, although they did give me a free pilot chute for my troubles. My second blackjack was 11 weeks late, gargoyle came on time, X-bird was 5 weeks late. I'm still waiting for my helium which i ordered 20 weeks ago after an estimated 12 week lead time.

i have been dealing with phoenix fly for a while now on my v4, robbie has returned every one of my emails within 30 min of me sending them. imho you really cant beat that for customer service. i ordered my v4 on 12/4/11 and recieved a v4 on 5/22/12 that was the wrong colors and size :( as soon as i contacted robbie he said he would rush my order through in 2-3 weeks, i just spoke to him today and the suit is cut and in que for sewing! i could care less about the extended build time as long as the quality and fit are right.

as far as morpheus and the helium is concerned... kathy is dealing with some family issues with her mother, and is working to get back on schedule. when you get the helium you will be glad you waited, i love love love mine! i know a couple other folks that are waiting for their heliums as well. hang in there, its worth the wait.

So I got my tracking suit in time for the Heliboogie, seven weeks after I ordered it. Excellent workmanship. The tracking suit is very well made. I did three jumps today out of a cesna and it takes a bit of getting used to, but it definitely gives you more surface area to work with. Robbi was great and this is the first jumpsuit/wingsuit/tracking suit that I haven't needed to return for alterations. My one small complaint is there is barely wrist room for my big hands to get through. Nothing but good things to say about my experience. Thanks again for getting it done in time Robbi.

just curious, does PF do three shifts in the factory, first (morning-afternoon), second (afternoon-evening), and third (evening-morning)?

Or is this an American thing in our obsessive beaver-like manufacturing quality?

The factory works with one all day shift. But at two facilities (The V4 has its own dedicated productionline). The cutting/sewing/manufacturing work is such a specific/complicated task that training/employing 2 or 3 groups of workers isnt a viable option when trying to keep the pricing as is. It would also become an issue outside of summer, having many people sitting around doing nothing.

The lead times are at a normal 4-8 weeks during the lower season, but in the hight of the summer peak at 12-15 weeks. Personel has been trained/added, but we also have to find a balance to maintain a constant flow of work all year round with constantly having to fire/rehire. The team making the suits at both facilities has been the same (yet growing) group of workers since PF was founded.

thats interesting, good to be able to hear about 'inner workings' of companies we love.

I love my V2, maybe someday I could afford a V4 (probably be V9 by the time I can save money for it!).

I remember years ago having a conversation with Robi where he told me we would have to live with longer lead times during peak demand. He was reluctant to over-hire because he never wanted to have to lay anyone off in slack times. I thought it spoke very well of his business ethics.

I just ordered a track suit and Robi responded immediately !! Awesome !