Relative to airplanes, many flight simulators are very reliable. However, like airplanes, they are not immune to technical issues and complexities that benefit from expert assistance. Glitches crop up occasionally, and sometimes customers need help using a feature or updating their software.
That is where good technical support can pay dividends, keeping your simulator running flawlessly and helping you maximize the value of your investment. At Redbird, here is how we strive to set our technical support services apart from the outsourced approach many companies offer.
This online resource is a comprehensive set of user information for our flight simulators and software products. The searchable knowledge base offers around-the-clock answers to address common issues as quickly as possible, user guides for all Redbird products, and a library of frequently asked questions (FAQs). The Help Center is up-to-date with the latest information and solutions, ensuring you have access to the most current resources.
We regularly release software updates to enhance the functionality and performance of your simulator. The Help Center provides highly detailed change logs with each update, keeping you informed about the latest improvements and any changes that might impact your training.
Our website houses a library of informative articles and guides covering various topics like simulator setup, troubleshooting common errors, third-party software integration (like ATC communication tools and electronic flight bags), and even creating customized training scenarios. These valuable resources can help you optimize your simulator experience and unlock its full potential.
We offer multiple ways to connect with our professional support team to receive personalized assistance for complex issues. You can reach out via phone or email, allowing you to speak directly with a dedicated technician who will troubleshoot your problem and guide you to a resolution. Our staff even has the ability to remotely connect to your simulator in real-time, so you can demonstrate any problems or explain technical requests, and they can directly solve problems, either while you’re in the sim or away from it.
Redbird's technical support team does not work from a call center; it is based at our headquarters in Texas. The team is reliably available during operating hours and prioritizes responding to your inquiries promptly, which minimizes downtime and ensures you can get back to flight training as quickly as possible.
Each technical support specialist possesses in-depth knowledge of all Redbird flight simulators, software, and peripherals. Several are student pilots or pilots, and all of them have access to the pilots and flight instructors on staff at the company.
This brings a distinct advantage to the support we provide. Our team is passionate about aviation training and proficiency and dedicated to ensuring your success with the right solutions. Further, our support team can grasp aviation-specific issues that might be difficult to articulate or diagnose for someone without aviation knowledge.
For instance, if you notice that a navigational fix is not appearing in the expected location on the simulator's GPS map, our team can quickly recognize the details and ramifications of this discrepancy without requiring a long explanation. Technicians can relate to our customers’ experiences and perspectives, leading to more productive interactions and increased satisfaction with the support provided.
Resolving technical issues is only one of the functions of our support team. We provide ongoing assistance in a number of ways to ensure your simulator remains a valuable training tool.
We constantly seek ways to elevate good customer service to great by incorporating feedback from customers. Striving for customer satisfaction helps us improve our products and services.
Redbird's in-house technical support is an integral part of our value proposition. It's among the key factors that positions our flight simulators as the preferred choice for flight schools at all levels. By choosing Redbird, you can rest assured you are not just buying a flight simulator; you are investing in a comprehensive training ecosystem backed by a dedicated and knowledgeable team invested in your success.