To explain why I call (b) final: When I got in email range again yesterday, I found an enormous harvest of really interesting responses to the ASG chronicles. Most of them included informed, historically allusive, and well-crafted observations on the politics and psychology of the person involved. And those same messages generally said it would be a mistake to drag this out any further. Real world sample: "Can’t understand why you’re giving the Atlas Shrugged guy so much visibility," followed by several paragraphs of provocative exegesis.
I agree! Case closed, despite all the illuminating follow-up messages.
Oh, but wait: I need to offer a tip of the hat to reader MM. Solely from clues in the emails I posted, he correctly figured out exactly who the Atlas Shrugged Guy is, where he lives, where his business is located, what it does, how many employees are listed on its 401(k) forms, and how heavily dependent it was on government contracts -- which had dwindled since Obama came to office. Nicely done.
Now, back to the good news. I try to avoid using a quasi-public forum to gripe (too often) about customer service, because inevitably you come across as a whiner and borderline bully. Thus I have said nothing about recent encounters with Boingo, or Citibank, and have given other hobby-horses a rest.
But on the principle that you should never miss an opportunity to give a deserved compliment, here is one to the Avidyne corporation, of Lincoln, Mass, which got my wife and me out of a difficult situation yesterday -- with the crucial help of Nexair Avionics in Mansfield, Mass.
I'll save the details, for anyone interested, until after the jump. The summary is that because of a mid-flight equipment problem, we had to land in Portland, Maine, an hour's flight (and a five-hour drive) short of our intended destination of Eastport. The situation was not in any way dangerous, but it had the potential of being highly inconvenient, since we were due to meet our partners from Marketplace in Eastport and indeed to provide Kai Ryssdal and his engineer with ferry-flight service.
Two or three times over the years, we have had a similar AOG, or "Aircraft on Ground" situation, which is often a big hassle to correct. The airport where you end up stranded usually doesn't have the exact part you need. If you're traveling after working hours or on weekends, you can be out of luck. An equipment problem that occurred late on a Friday afternoon (like this one), far from a service center, could strand you for several days, until parts can be shipped the following week.
Fortunately: I had signed up for the "extended service" warranty plan from Avidyne, maker of the crucial system in question. (Thank you, Steve Inkellis and OpenAir, for that advice!). Under this plan, Avidyne has an after-hours "AOG Help Line" for situations like mine. They scrambled on a Friday evening to find a repair site that (a) had a spare of the part I needed, (b) could be open on a Saturday, and (c) was close enough that I could fly there comfortably and safely with the failed instrument.
Within a few hours they had lined up this site, Nexair Avionics in Mansfield, Mass. Early Saturday morning, we made the short flight to the small Mansfield airport, not far from Foxboro Stadium; and there, within 90 minutes of our arrival, the Nexair director of maintenance, Steve Bonvino, had swapped the defective system for a replacement. That's him in the picture at the top, standing with my relieved-looking wife. By early afternoon, we had made our way in beautiful weather to Eastport, with this resulting route.