You will want to know that King Schools takes every customer complaint extremely seriously. We have been in business since 1974 and enjoy a reputation for excellent service and support. However, this is not something we take lightly. We continue to strive for improvement and both welcome and actively solicit constructive feedback from our customers. One of the ways we do this is by sending out a monthly customer survey to all customers who received support during the previous month. This focus on improvement helps us to quickly implement new processes and procedures that lead to higher customer satisfaction.
I have spoken with this customer and immediately resolved the situation. I only wish that he had asked to speak with a manager before posting this complaint. As a result of my discussion with him, I have also implemented new support procedures to ensure this issue does not happen again. The problem was related to the training system that King Schools built for Cessna. There are over 20 individual Labs of training and a requirement of Cessna is that we restrict the software to the first 6 Labs until the customer registers at a Cessna Pilot Center. In order for this process to work properly, the Pilot Center must maintain a server that connects to the Internet and uploads the registration information so that it can be downloaded by the customer's computer to unlock the additional Labs. In this case, the particular Pilot Center where the customer was studying was not maintaining the required connection. As a result, the unlocking of Labs beyond Lab 6 was not occurring. Unfortunately, the Pilot Center was not actively working with us to resolve the problem. After becoming aware of this issue, I have changed our support policy. In the future our technical support folks will immediately work on manually unlocking the customer's product, rather than have the customer wait for the automated system to be repaired at the Pilot Center.
You can be assured that our technical support personal are always friendly, courteous and professional. Their sole aim is to ensure that our customers are able to enjoy the full value of King Schools' products and any complaint will be very quickly resolved. You have my personal guarantee on that. If there is any question about this report, or if you ever cannot rate our customer support as excellent, I can be reached at (858) 576-6265 or email@example.com.
Senior Vice President of Technology
King Schools, Inc.