Pilatus PC12 Customer Update – Pete Wolak – POPA Convention 2010

Customer Service
Piotr “Pete” Wolak
VP Customer Service
2010 POPA Convention
Pilatus Business Aircraft
CUSTOMER SUPPORT TEAM
Angel Richardson
Warranty Manager
arichardson@pilbal.com
Roland Gelinas
Warehouse OPS Mgr
rgelinas@pilbal.com
Bob Renshaw
Technical Support Manager
brenshaw@pilbal.com
Mark Loos
MX Training Instructor
mloos@pilbal.com
Pete Wolak
VP Customer Service
pwolak@pilbal.com
Jerry Frank
Parts Sales and Services Mgr
jfrank@pilbal.com
2010 POPA Convention
Pilatus Business Aircraft
TECHNICAL SUPPORT ENGINEERING
Bob Renshaw
Technical Support Manager
brenshaw@pilbal.com
Mark Frank
Technical Support Engineer
mfrank@pilbal.com
Steve Kurt
Technical Support Engineer
skurt@pilbal.com
Mark Wood
Technical Support Engineer
mwood@pilbal.com
2010 POPA Convention
PC-12 Fleet Overview
• Nearly 1,000 PC-12s delivered to date
• Total flying hours exceed 2.7 million
0
500,000
1,000,000
1,500,000
2,000,000
2,500,000
3,000,000
Fleet Hours
2010 POPA Convention
PC-12 Fleet Overview
• High time aircraft > 20K hours, 46 aircraft over 10K hour
187
130 128
118
136
105
84
27 23
13 7 10 9 7
0
20
40
60
80
100
120
140
160
180
200
# of Airplanes
Hours
2010 POPA Convention
PC-12/47E (NG) Fleet Update
• More than 200 PC-12 NG delivered to date
• Total flying hours over 74K
• High time aircraft > 1,600 hours
33
12
26
36
32
18
8
14
6
13
0
5
10
15
20
25
30
35
40
# of Airplanes
Hours
2010 POPA Convention
Product Support Surveys
• Professional Pilot 2009 Corporate Aircraft Product Support
Survey (August issue)
– Voted #1 eight years in a row
– Best in Turboprop category
• AIN 2009 Product Support & Service Survey (August
issue)
– Voted #1 six years in a row
(in Current Production Turboprop category)
• Thank you!
2010 POPA Convention
Product Support Surveys
• Please take few minutes to fill out the surveys
– Numbers of respondents are dropping
– Measurement for Pilatus
– Sales tool for new aircraft and aids resale values
• ProPilot survey cards must be returned by the end of June
• AIN online survey must complete them by June 7
2010 POPA Convention
Product Support Surveys
2010 POPA Convention
2009 Pro-Pilot Product Support Survey
• Pilatus ranked #1 for 8 years in a row!
2002 2003 2004 2005 2006 2007 2008 2009
Pilatus 8.46 7.77 8.12 8.23 8.05 8.25 8.37 8.16
Socata 7.46 7.33 8.05 7.01 7.13 7.49 7.68
Hawker Beechcraft 6.89 7.16 7.32 7.44 7.17 7.33 7.55 7.54
Cessna 7.39 6.72 7.51 7.51 7.49 7.23 7.18
Piper 5.61 6.38 6.10 5.78 6.01 6.01 5.77 6.3
5.0
5.5
6.0
6.5
7.0
7.5
8.0
8.5
9.0
2010 POPA Convention
2009 AIN Product Support Survey
• Pilatus ranked #1 for 6 years in a row!
2004 2005 2006 2007 2008 2009
Pilatus 7.22 8.11 7.19 7.47 7.37 7.72
Socata 0.00 0.00 0.00 7.44
Cessna 5.22 5.56 5.52
Piper 4.55 4.21 5.29
Hawker Beechcraft 6.24 6.48 6.97 7.28 7.23 7.14
4.0
4.5
5.0
5.5
6.0
6.5
7.0
7.5
8.0
8.5
9.0 Current Production Aircraft
2010 POPA Convention
Service Centers Network
• 19 Service Centers worldwide
• 30 Satellite Service Centers worldwide
• New Pilatus Centers
– OK Business Aircraft in Pribram, Czech Republic
– Aviators in Bangalore, India
• Complete list: http://www.pilatus-aircraft.com
2010 POPA Convention
Service Centers Network
2010 POPA Convention
Service Center
List Online
2010 POPA Convention
Service Center List Online in POH Format
2010 POPA Convention
Airworthiness Directives Since Last Convention
AD # Effective Title Compliance MSN S/B Remarks
2010-09-04 14-May-10
Primus Epic and Apex FMS
Anomaly
14 Days NG All N/A
Insert Honeywell Service Information
Letter (SIL) into the Limitations
Section of POH
2010-05-02 01-Apr-10
Update ADAHRS and
remove POH Temp Rev #11
180 Days
1001-
1180
34-022 Supersedes AD 2009-08-10
2010-01-03 20-Jan-10
Fire Extinguishers by
Fire Fighting Enterprises
90 Days All
FFE SB
26-115
Requires ensuring unit is not filled
with contaminated Halon 1211
2009-14-13 19-Aug-09
NLG RH Upper Drag Link
and Crank Bar Assembly
R&R
101-299
100 hour
(Crank Bar
s
)
101-888
1001-
1150
32-021
Ch.4 repetitive inspections and Life
Limits for both R&R Crank Bar on
earlier airplanes
2010 POPA Convention
AD 2010-09-04
Primus Epic and Apex FMS (PC-12 NG)
Issue
• Software anomaly which, in certain situations, can cause the FMS to generate misleading
navigational guidance to the pilots and to the autopilot system
• Can occur when destination runway is changed without arrival or approach entered and runway
is the TO waypoint, which causes the destination runway to become the departure runway
• Anomaly could lead to an airplane departing from its scheduled flight path and result in possible
collision with other aircraft or terrain
Action
• Insert Honeywell SIL D201002000007 into the Limitations Section of POH
• SIL provides flight crew with procedures to recover from or work around these anomalies
Customer Impact
• PC-12/47E (NG) - All
• Effective Date of AD: May 14, 2010
• Compliance time: 14 days
2010 POPA Convention
AD 2010-05-02
Update the ADAHRS Units (PC-12 NG)
Issue
• PFDs could indicate a roll attitude offset of up to 10 degrees in the same direction
• This condition has been reported to correct itself after several minutes of un-accelerated
flight with leveled wings and no sideslip
Action
• Update the ADAHRS software in accordance with the accomplishment instructions of
Honeywell Service Bulletin KSG 7200-34-09 or
• Replace ADAHRS unit (-5102) with a new ADAHRS unit (-5103) per SB 34-022
• Remove Temporary Revision No. 11 from the POH
Customer Impact
• PC-12/47E (MSN 545, 1001 - 1180)
• Effective date: April 1, 2010
• Compliance time: 180 days
• 6 man-hours per aircraft
2010 POPA Convention
AD 2010-01-03
Fire Extinguishers by Fire Fighting Enterprises
Issue
• Contaminated Halon 1211 from LyonTech Engineering, Ltd was used in FFE extinguishers
• Applies to FFE (Fire Fighting Enterprises) fire extinguishers used in various aircraft, including
PC-12
Action
• Requires ensuring unit is not filled with contaminated Halon
• Must replace extinguisher , re-fill or confirm last refill from a known good source
• Manufacturer (FFE) paid SB
• Worldwide shortage of Halon caused issues with timely compliance
Customer Impact
• Effective Date of AD January 20, 2010
• Compliance time: 90 days (By April 20, 2010)
2010 POPA Convention
AD 2010-01-03
Fire Extinguishers by Fire Fighting Enterprises
• Pilatus issued an Optional SB 26-
001 to install an alternate fire
extinguisher
– Requires alternate mounting
bracket
• Alternate extinguisher
– 821.164 AIR TOTAL 1.2
– TOTAL Feuerschutz GmbH
2010 POPA Convention
AD 2009-14-13 (Part I)
NLG Crank Bar Assembly R&R
Issue
• Some torque tubes were bored off-center during manufacture resulting in a reduced wall
thickness at one side of the torque tube
• The torque tube could also crack at the bolt holes for the lever attachment bolt
• Nose wheel steering system may fail because of fatigue cracking of the torque tube in the
crank bar assembly
Action
• Installation of a new crank bar assembly which is manufactured to a higher standard
Customer Impact
• MSN 101-299
• 2.75 man-hours per aircraft
• Mandatory SB paid by Pilatus until 21-Nov-09 (12 months since SB issue date)
• Effective date of AD 19-Aug-09
– MSN 101 – 299: To comply within 100 flight hours
– MSN 300 – 1080: Replacement prior to 11’000 hours, 15’000 cycles or 10 years
2010 POPA Convention
AD 2009-14-13 (Part I)
NLG Crank Bar Assembly R&R
2010 POPA Convention
AD 2009-14-13 (Part II)
Drag Link Life Limit and Repetitive Inspection
Issue
• Fatigue cracking found in RH nose gear drag brace
Action
• Introduction of a newly designed NLG RH upper drag link P/N 532.20.12.296
Customer Impact
• Repetitive inspections
– 2000 hour/2500 flights initially for .140, .289 links;
– then every 300 hours/400 flights thereafter
Note: The 4000 landings life limit for the .140 remains
• Effective date of AD 19-Aug-09
• .296 installation is terminating action for the AD
2010 POPA Convention
Service Bulletins Since Last Convention
(NG)
Ref SB # Issued Title Compliance Paid by Remarks
256 46-003 06-May-10
Installation of a Cursor Control Device
(CCD)
Optional Owner 1001-1175
250 25-035 22-Oct-09
Supplementary Heating for Extreme
Cold Temperatures
Optional Owner All PC-12/47E as a customer option
248 45-003 22-Oct-09 Upgrade to Apex Build 6 Recommended Honeywell 1001-1181
247 04-010 22-Oct-09 Canadian-Registration of PC-12/47E Mandatory Pilatus
All PC-12/47E to be registered in
Canada
246 21-011 22-Oct-09
Introduction of Cabin Pressure Control
Unit P/N 959.90.91.143
Recommended Honeywell 1001-1180
245 22-005 21-Oct-09
Replacement of autopilot Flight
Guidance Panel (FGP)
Optional Honeywell 1001-1180
242 76-002 15-Oct-09
Check The Power Control Lever
Reverse Thrust Latch for Sticking
Mandatory Pilatus 1001/1003-1140
241 34-021 09-Oct-09 Heading/Track Override Switch Optional Owner
All PC-12/47E OPS in Nortehrn Territory
/ Canada
240 45-004 09-Sep-09 Apex Option File for Factory Options Optional Honeywell All PC-12/47E
239 34-022 10-Oct-09 Upgrade ADAHRS to -205 Standard Mandatory Honeywell 1001-1180
238 24-025 22-Sep-09 Intro of Battery and External PJB Recommended Pilatus 1001-1180
236 53-005 10-Jul-09
Frame 13 Lightening Hole Edge
Protection/Inspection
Highly
recommended
Pilatus 1002-1079
234 79-007 24-Sep-09 Disabling or Removal of the ODM Recommended Pilatus 1001-1100
2010 POPA Convention
SB 46-003 PC-12 NG CCD
Issue
• Cursor Control Device CCD is a standard fit from PC-12 MSN 1176+
• Offers supplements to some functions of the Multi Function Controller
Action
• Installs the hardware and wiring for the CCD
• Introduces new Rear Center Console Panel (RCCP):
– Eliminates rocker switches
– Combines On/Off and dimming functionality into rotary switches
Customer Impact
• Campaign-Price for SB-Kit, P/N 500.51.12.008: $18,350 (Regular: $24,350)
• Purchase Orders must be received by Pilatus no later than 30-Jun-2010
• Labor is responsibility of the owner/ operator
• Note: Lead times for some of the materials needed may be up to 4 months!
• Contact you Pilatus Service Center for details
2010 POPA Convention
SB 46-003 PC-12 NG CCD
2010 POPA Convention
SB 46-003 PC-12 NG CCD
Existing New
2010 POPA Convention
SB 76-002 Check Reverse Thrust Latch on PCL
Issue
• When the Power Control friction wheel is tightened, the reverse thrust latch may stick and
allow the Power Control Lever to be inadvertently retarded aft of the Idle detent
Action
• Part 1 - check the Power Control Lever (PCL) reverse thrust latch for sticking
– If the reverse thrust latch is found to be affected, insert POH TR#12:
IDLE DETENT. Tighten PCL friction wheel as required. Pull reverse thrust latch handle
up then release and check for free movement downwards. Confirm presence of PCL
idle detent
– Record the requirement to accomplish modification of the PCL within one year
• Part 2 - modify the Power Control Lever assembly and then remove POH TR#12
Customer Impact
• MSN 1001, 1003 – 1140.Recommended Service Bulletin
• 15 minutes for checking each aircraft, 8.5 man-hours to modify if necessary
• Paid by Pilatus for 12 months since SB issue date.
2010 POPA Convention
SB 76-002 Check Reverse Thrust Latch on PCL
2010 POPA Convention
Service Bulletins Since Last Convention
(Legacy or All)
Ref SB # Issued Title Compliance Paid by Remarks
257 26-001 14-May-10 Alt Cockpit Fire Extinguisher Optional Owner All PC-12
255 23-006 16-Dec-09
Improvements to Airframe
Electrical bonding
Recommended Pilatus 101-1192
254 32-023 15-Dec-09
Nose Steering Rod Retention
improvement
Recommended Owner 101-1220
237 31-008 22-Sep-09
Panels Mod to the
Systemscontrolled by the
Overhead Panel
Recommended
Pilatus or
Owner
321/401-544/546-888
235 27-019 10-Jul-09
Flap Control Warning Unit
Change to Wiring
Recommended Pilatus 101-320/Pre SB 27-013
233 31-007 06-Aug-09
Change to the CAWS Display
Wiring
Recommended Owner 101-320/322-400
231 79-006 24-Sep-09
Disabling or Removal of the
ODM System
Recommended Pilatus 411/534-546-888
2010 POPA Convention
SB 23-006 Electrical Bonding Improvements
Issue
• Some aircraft are affected by poor VHF communications caused by electrostatic build-up on
the airframe during flight
• Testing has revealed several areas that may significantly affect the VHF communications
system
• Some PC-12/47E aircraft have reported issues with the bus tie opening on the Overhead
Panel
Action
• Improve the electrical bonding of the airframe
• Improve the bonding of Generator 1 on PC-12/47E aircraft
Customer Impact
• MSN 101 – 888 and 1001 – 1192
• Recommended Service Bulletin
• 12 man-hours per aircraft
• Affected PC-12 NG’s are paid by Pilatus for 12 months since SB issue date
2010 POPA Convention
SB 23-006 Electrical Bonding Improvements
2010 POPA Convention
Service Letters Since Last Convention
SL Issued Title Remarks
148 05-Jan-10 Possible Contaminated Fire Extinguishers FFE Alert SB 26-115 / Halon 1211 gas
147 03-Dec-09 DeCrane Executive Seat Refurbishment Upholstery kits available from DeCrane
146 27-Nov-09 Pratt & Whitney Canada (P&WC) SB No. 14432 Modified FCU to improve cold weather starts
145 19-Oct-09 Care of Cabin Furniture and Leather Seats Availability of Care Kits for furniture and seats
144 06-Oct-09 FAA Special AIB NE-09-48 Propellers repaired by Western Aircraft Propeller Svc.
143 23-Sep-09 Using Apple Computers to Load Software on NG Freeware to avoid issues when using Apple
142 08-Jul-09 FCU - Inspection of Casting Wall Thickness P&WC SB 14431 listing affected FCUs for inspection
141 22-Jun-09 PC12/47E Aircraft - RVSM Explains RVSM requirements
2010 POPA Convention
New Pilatus-Aircraft.com Web-Site
• Live since February 1, 2010
2010 POPA Convention
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• Tech Pubs applications including, but not limited to, SB
and SL
• Information Technology Tools
• Online Aircraft Defect Reporting (ADR)
• Links to Third-Parties offerings
2010 POPA Convention
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2010 POPA Convention
Online Technical Publications
2010 POPA Convention
Status List Documentation
2010 POPA Convention
TR to PC-12 AFM/POH
2010 POPA Convention
AMM Chapter 4 & 5
2010 POPA Convention
Service Bulletins (first few pages)
2010 POPA Convention
New Publication Order Form
2010 POPA Convention
• Wire Transfer details added
New Publication Order Form
2010 POPA Convention
• POPA Convention - Jun 3 - 5
• 2010 Regional Operators Conference - Aug 24, Rock Hill, SC
• NBAA Convention M&O - Oct 19 -21
• Participation on POPA BOD
Support Activities / Customers
2010 POPA Convention
• Product Support Conference Call (PSCC) - every two weeks
• Pilatus/Honeywell Webcasts - every month
• Parts Sales/Warranty Teleconference - every month
• Annual Sales & Support Meeting - Mar 30-31
Support Activities / Service Centers & Vendors
2010 POPA Convention
Pilbal Warehouse Expansion Project
• Accomplished mid-2009 and more than doubled the
capacity
2010 POPA Convention
• Decreased repair turn around times for many components
Pilbal Component Repair Station
(CRS # ZP8R849Y)
2010 POPA Convention
• Limited Accessory
– James Wilson Overhead Panel
– L-3 Emergency Battery Pack
–EMCA CAWS and FCWU
– EMCA Cockpit Lights Dim Unit
– EMCA Stick Pusher Computer
– EMCA Windshield Deice Controller
• Limited Radio
– Honeywell Transponders (KXP-2290, Mode S KT-70, KT-76C, KT-71)
– Garmin Transponders (GTX-327, GTX-330, GTX-330D)
• Limited Instrument
– Honeywell Airdata Sensor KSG-7200 and Airdata/Altimeter AM-250
– Honeywell Encoding Altimeters (KEA-130A, KEA-346)
– United Standby Altimeter
Pilbal Component Repair Station
(CRS # ZP8R849Y)
2010 POPA Convention
• Build 6 retrofit very successful
• Total number of aircraft completed
– 169 worldwide (95%)
• Aircraft remaining
– 8 scheduled (4%)
– 1 not scheduled (1%)
PC-12 NG Build 6 Update
2010 POPA Convention
PC-12 NG Build 6 Update
2010 POPA Convention
• Certification planned December 2010
• Field campaign planned January 2011
• New functionalities
– Dual charts –software only (Option)
– Video input – software and hardware (Option)
(does not include a camera)
– CVFDR – software and hardware
(installed in all aircraft unless defined otherwise)
• Details included in Honeywell presentation
PC-12 NG Build 7
Questions