
A Tangled Web
Earlier this month, FlightCenter suggested we "consider whether Eclipse’s support model is sustainable."
He further surmised "that the Eclipse 500 is an airplane that will have significantly higher down time and support costs than Eclipse and /or Eclipse 500 owners have budgeted for. The fact is that there are many highly inter-related systems on this airplane which are provided by independent suppliers.
When the airplane’s electronics catches a cold, it is going to be very hard to figure out which system or systems are causing the problem. Let’s look at the problem from the perspective of Eclipse and its vendors. Many of their suppliers are not naturally aligned, and in many cases they are direct competitors. (Honeywell, Garmin, and Chelton, for example).
When problems are found, coordinating the fixes won't be easy. It is not hard to imagine that there will be finger pointing – and assertions of “not my problem” among the vendors. For example, who is to blame when the aircraft doesn't capture and hold a course correctly? The autopilot manufacturer? (S-Tec) The FMS software provider? (Chelton) The radio provider? (Honeywell) The GPS vendor? (FreeFlight Systems) The display manufacturer? (IS&S) The control system vendor? (Autronics) or the systems integrator? (Eclipse)
What happens if the answer to these questions is that some or all of the above systems will need to be fixed and a new version of several vendors’ products must be released? Then Eclipse will need to coordinate product fixes from up to 7 different companies to provide a fix for a problem that the pilot will perceive as an autopilot problem. Once all 7 companies have produced a fix, then Eclipse is going to need to verify that the fixes are valid.
Let’s look at the problem from the perspective of the support center. How does the repair guy out on the line diagnose and fix problems that could be spread across 7 or 8 vendors? Answer – with great difficulty.
Bottom line, an Eclipse 500 is going to spend a lot of time in the shop while the repair guy on the line or the service technician scratches his head...So the natural reaction will be that he'll pull a lot of boxes out of the airplane and send them back, in the hopes that getting a repaired box will fix the problem. However, a very high percentage of those boxes are going to work just fine when they make it back to the original vendors’ repair shop. The most likely response will be for the vendor to verify that their equipment is working to specification and to send their box right back to the service center unchanged with a note saying something like no trouble found. The service guy is going to reinstall the boxes and find out that he still has the exact same problem.
Which leads right back to the service tech scratching his head trying to figure out what to do next and how to fix the problem…and the Eclipse 500 owner will be wondering when he is going to be able to fly again."
End quote.
In the Eclipse vs Mustang comparison, Cessna framed the point in a very similar manner:
"Eclipse 500 has incorporated features into its aircraft that they term as revolutionary. One such application is the introduction of their AVIO NG system. AVIO NG is a centralized, redundant computer system that controls all aspects of the aircraft – landing gear, brakes, secondary flight controls, fuel, pressurization, electrical and de-ice systems, engines, as well as avionics. Everything that happens in the aircraft occurs through the AVIO NG system.
AVIO NG represents an intricate system of aircraft control. Such a new and complex system can impact the operator.
• Complex systems increase the difficult in troubleshooting system problems.
• Since the Eclipse is so intensive in electrical systems, it takes more electronic expertise to troubleshoot and resolve system faults.
• The knowledge to repair an Eclipse may not be available at all Fixed Base Operators. Only authorized Eclipse service facilities may be able to work on the aircraft, and these are limited in number.
• With the heavy reliance on the AVIO NG as the only means to interface with system functioning, the pilot may spend too much time "head down" "communicating" with the system and not "flying" the aircraft. A visual sign of this concern is the standard keyboard that is attached to the Eclipse's panel.
• Technology must provide real benefits to the customer in the form of increased productivity or lower costs. The complexity inherent in the systems design of the Eclipse 500 may not provide these benefits."
End quote.
Due to their lofty objectives, Eclipse wove a tangled web for themselves. Fully integrate a system to make it technically superior to all other small business jets...save weight, reduce costs, reduce the pilot's workload, enhance safety...who can argue with their goals.
Plus, the company could get something in return. Few of the components are off the shelf, most everything including the FADEC system are Eclipse specific. Meaning that customers will be fully dependent on Eclipse for parts and $ervice.
However, if the company fails to survive, support for these airplanes will be very difficult to come by.