Piper Launches Customer-service Improvement Plan

New Piper Aircraft of Vero Beach, Fla., launched a customer-service initiative known as Piper Unlimited Liaison via Standards of Excellence, or Pulse. Company president Chuck Suma said Pulse is “nothing less than the new face of Piper. This is no quick fix. It is a long-term commitment to how we think customers should be treated in general aviation.” Pulse is an eight-phase program that is expected to take 12 to 18 months to complete. One of the goals of Pulse is to provide Piper customers with a one-stop warranty service contact. Suma said that as the system works now, customers have to deal separately with engines, avionics, propellers, environmental systems and airframes when warranty service is required.