flyboy122 wrote:[...Define "reasonable cost". Seriously, I'm not trying to make a point here. I work for an OEM and I'm genuinely curious as to what people consider a reasonable cost for replacement documentation is.....
DEM
Well, when I contacted BAS about the tail pull handles on my aircraft they offered to supply me with a new STC document which reflects the current tail number for $10. (They easily confirmed my airplane was modified per their STC by serial number but with a previous registration number.) I consider that service "reasonable" despite the fact I don't care and declined because the document in my records does reflect the airframe SN.
I think "reasonable" would cover the costs of printing/binding/shipping and small handling fee. Example: The original Owners Manual for our airplanes has been lost and/or deteriorated. Cessna will supply a fresh and current printing for $30. I think that's high, but reasonable. (And a replica/reprint is available from Univair for $19.)
If my Cleveland wheel/brake conversion (which originally cost about $1100) paperwork was lost, I'd expect Parker-Hannifin/Cleveland to supply replacement documents for a reasonable fee.... say $25. But in fact, they sent a friend replacements for no charge. THAT is better-than-good customer service.....and is one reason why as Parts/Mx Advisor I recommend using their factory supply-chain/vendors rather than run down to the junk yard and pick up parts and roll-your-own.
There is an excellent story about customer-service in the John Deere tractor story.
During the Great Depression farmers all over were bankrupted. Many could not pay their previous year's seed bill much less make tractor payments.
Many tractor and implement mfr's and banks repossessed tractors and implements when payments were missed.
John Deere recognized that as a mfr'r .... it would do them little good to have a bunch of used, repossessed tractors sitting around the factory when their business is making and selling New tractors. So they told their farmers to KEEP their John Deere tractors and keep on working them ...and when the economy turned-around... to resume making payments at that time.
Those farmers never forgot that.... and you can now understand why their NEXT and Subsequent tractors and implements were from John Deere!
It would behoove mfr's and suppliers to remember that.
