Mirage Service problems...

[FallinWoman 1]

It seems to me that a company that builds containers and includes your reserve freebag, pilot chute, and handles with their containers should have a few extras lying around RIGHT????
My cutaway was three weeks ago. I dropped my reserve handle, and lost my freebag/pilot chute in the corn. We ordered new stuff on October 1st. They still have no shipped it! My $300 skydive is creeping toward $400 with all the gear rental!!!
I have heard excuses like their shipping manager was out of town, the head guy was out of town, and my personal favorite, they are out of stock due to military reasons (any of you military guys use Mirage containers for war-like purposes? )
My DZO ordered a new rig several months ago. It arrived, but was made with a few errors, including the wrong color trim tape, so he asked them to correct the order and faxed off the correct instructions (again). The second attempt arrived this week and THE TRIM TAPE WAS THE WRONG COLOR AGAIN!!!!!
These events have almost made me regret doing business with this company.
I just wanted you all to know......

[FallinWoman 1]

Let me also say that I love my Mirage- She is sooo sweet! She fits like a dream and I love the pin and bridle protection. I have no issues with the product.
I feel like this company took my $1500 for the custom rig and now doesn't give a hoot about my $200 problem.

[skybytch 273]

Well if it's any consolation, you aren't the first or only one to have this kind of problem with that manufacturer - I know of at least four different people in the past year who've been promised delivery from them and had "something" delay shipping. One delay for whatever reason is understandable; shit happens after all, but three different excuses three different times?
I happen to agree with you, the Mirage is a very comfortable rig with great pin protection, but that's only useful if you have the rig and all the parts and pieces. Part of why it's really hard for me to recommend the Miarge to anyone - other manufacturers seem to me to do a much better job of taking care of their customers.
pull and flare,
lisa

[Fab 0]

good after sales services should be the very important to every company...If one would f..k that up they will loose customers.
Not very smart for Mirage...which is to my understanding one of the most important rig-manufacterers.
Fab (newbie)

[skymedic 0]

Now watch out because Mr.Hallet will now call your DZO to bitch about you bitching in a public forum....just ask Pammi and Merrick about that one...
Marc
Because I fly, I envy no man on earth

[wingnut 0]

Quote

will now call your DZO to bitch about you bitching in a public forum....

that seems a little childish, yey, if someone went to an extream and started saying false tings it could be taken as slander but hell,i don't think this would be evem close to that..... it only takes 1 bad experiance to turn a person off a company and have them let everybody they know about it...the world is getting smaller....what's the diffrence between here and one LARGE dz??

"up my noooossseee"- wingnut, at first euro dz.com boogie

[FallinWoman 1]

Let him call my DZO. He is pissed that his rig has been made wrong twice. The gear-lady is on a rampage, too. Let him call. That would be fabulous!!
If I were lying I would worry about it. All I am doing is telling the story of my gear issues to my online buddies.

[Merrick 0]

This is certainly becoming a trend with Mirage.... service after the sale seems to be lacking, but if you're buying a brand new container then they don't seem to have any trouble at all processing your $1,500 order.
Check out this thread
And this one
We had some problems getting some work done on Pam's rig, even after we'd been promised it would only take two weeks. These threads should give you an idea of how they operate. It's too bad too, cuz like you... I absolutely love the product... but it looks like I'm now seeing visions of vectors or jav odyssey's dance in my head!
"Pammi's Hemp/Skydiving Jewelry"

[Snowflake 0]

Quote

but it looks like I'm now seeing visions of vectors or jav odyssey's dance in my head!

You might wanna try a Wings before you make that decision.
JG

[Merrick 0]

Oh yeah, the wings is definitely in my top 3, but have yet to actually see one in person. I'm not in any big rush myself, I have a rig, I don't need another one.....yet!
"Pammi's Hemp/Skydiving Jewelry"

[Unisyn 0]

Dear Anne,
I am sorry that you are upset with Mirage Systems. If I was down 2-weeks because of equipment problems I too would be very angst about getting in the air again.
I would like to explain our parts situation. Currently Mirage Systems has a 2-week delivery time for ALL parts and repairs. This is based on the day that Mirage receives the order. Your order was not placed until Oct. 4th. The expected completion date was Oct. 18th. We shipped to your dealer on Oct. 18th. FEDEX 3-day. We only use FEDEX because of the reliability they provide. (Sorry UPS).
We are working on building up a stock for faster turn around. But the truth is the demand is higher than we can manufacture.
Mirage Systems does offer a reserve parts kit as an option on our order form. Many of our customers have spare parts so that they can get repacked the same day.
Concerning the DZO's container. We did speak to him and figured out the problem. There was a mistake on the original paperwork that was transferred to the new container. We rebuilt a container that was originally ordered wrong and upgraded it with new features and better hardware at no charge. In general we do have a good track record with correcting any mistakes whether it was the customers fault or ours.
This is a free country and you are free to voice you opinion of Mirage Systems. Mirage Systems also has a right to explain and educate.

[wildblue 7]

Quote

We rebuilt a container that was originally ordered wrong and upgraded it with new features and better hardware at no charge. In general we do have a good track record with correcting any mistakes whether it was the customers fault or ours.

I can vouch for this. My container got screwed up on the order (not my fault) and I got my new one back better than it was supposed to be. Now if they would have just taken a little longer to get around to fixing it, I might have gotten the chest rings too (about a week after I got it, they annouced the unisys harness... d0h!)
My only complaint about Mirage is not enough freestuff. C'mon! I spend that much money on a container and I get a sticker? How about a t-shirt or two? Pull-up cords? cozies?
skydivers... always trying to get something for free...
My sunshine-She finer than a painted rose- Aerosmith - Sunshine

[FallinWoman 1]

Another reason that I am frustrated, Bill, besides those I just mentioned in a private message to you, is that I had a premature deployment this weekend. It would not have happened had I been jumping my Mirage (my baby!) I was jumping a converted-to-BOC container (a Naro) with my really slick brand-new pilot chute. Best guess is that my slippery little PC shot right out of the stretched out pouch. Kinda scary!

[mountainman 0]

Quote

You might wanna try a Wings before you make that decision

Laura and I have both ordered new Wings on September 1 and they are STILL not in. What is going on down there??? I was told they would be in at the first of October. That is gone. Hmm.....
Anyway, the guys we delt with were great and I have confidence that the extra wait will be well worth it and hopefully we'll get a GREAT deal on those gear bags we ordered with them.
As far as Mirage, I had the opportunity to have a meal with a Bill from Mirage. Now, I'm not sure if it was the same guy, but it was during the Richmond Boogie and laura, me, bill and his wife(?) went to Apple Bees. Seemed like a good, honest guy to me, but I dont know much more about his company. I'll be a Wings guy!! --------------
Brandon Wren

[jfields 0]

As bizarre as this sounds, I'm jealous of all of you and your problems with your rig manufacturers. I have a used Reflex, and Fliteline (the manufacturer) went bust. "Poor customer service"? I have no customer service.
Someday, I'll buy a new rig, but it won't be for a long time. So in the meantime, I just hope I don't lose anything or damage my rig.
Justin
My Homepage

[mountainman 0]

now THAT really sucks Justin...just make sure if you ever have to 'go silver', you hold on to your shit and keep track of where it lands. Otherwise, that could get REAL expensive having somone sew you a brand new freebag or something.
--------------
Brandon Wren

[RemiAndKaren 0]

Justin,
Fliteline has in deed gone bust, but you can still get parts from Bomber manufacturing (do a quick search on Bomber in this forum for contact details). The parts aint cheap, but the same can be said for some other brands from what I've found out. I lost my freebag (and bridle, and pilocute and poptop...) and got replacement ones all the way in the UK.... took a few weeks (lost them just before Sept 11), but I still got them (the pop top cover color matches well the rest of the rig too)
But I share your frustration:owner of an orphan rig.....some lucky bastard will probably get a good 2nd hand rig if and when I sell mine...
That being said, I think Bomber has started to make Reflexes too... They have an order form for the CReW version of the rig available....
Remi
Muff 914

[Pammi 0]

Quote

This is certainly becoming a trend with Mirage.... service after the sale seems to be lacking, but if you're buying a brand new container then they don't seem to have any trouble at all processing your $1,500 order.

I'm going to refrain as much as possible from getting into this discussion as it's very touchy personally for me. However, going by only my own experience, I was extremely disappointed. There was no effort at understanding the situation I was in (no rig, already paid for trip to Quincy, arrangements for the kiddos, time off work arranged, honeymoon trip and all), no apologies (quite the opposite really), less then I expected as far as the quality of the repair, and unprofessional behavior.
I've heard a lot of good things also about Mirage, but as I said, I'm simply going by my own experience.
I don't think enough companies understand the necessity of service after the sale...not just rig manufacturers. I consider the service, be it McDonald's, a car dealership or whatever, a very big part of where I will do business. Effort, politeness and friendliness go a long way...especially when mistakes are made (which happen no matter what you do).
We've discussed companies with good service on here, as well as bad. L&B have been talked about many times because they are amazing as far as service and caring about their customers. If you want to get a reputation like they have, you have to earn it.
P
Hemp/skydiving jewelry pics!

[jfields 0]

Remi,
I'd heard Bomber was doing selected parts, but not that they were going to actually start making complete rigs. That is interesting news. If they go back into production, the parts issue should be mitigated fairly well.
If I see old Reflexes going cheap enough, I just may pick an entire one up as a second rig/parts rig. Who knows.
Thanks for the update.
Justin
My Homepage

[RemiAndKaren 0]

Don't take my word for it!
http://www.actionair.com/actionair/cnt_.html
I haven't contacted them, so I cant say for sure, but looks promissing for us poor orphans....
And folks: if you think after sales service is bad in North America, try the UK and France! The concept hasnt reach these shores yet... heck! pres sales service or general customer service either!
Remi
Muff 914