Frequently Asked Questions

At Aero Atelier, we understand that it can sometimes be necessary to get help with troubleshooting your engine. We invest time and resources to assist you to the best of our ability.

As a sign of appreciation for the help we provide without charging labor for this initial assistance, we would greatly appreciate it if, should engine parts prove necessary following our discussion, you would purchase them from Aéro Atelier. This allows us to continue offering this troubleshooting assistance service.

Please note that if the troubleshooting concerns an engine that has not been repaired by Aéro Atelier before, or an engine that has been overhauled or maintained by us for more than five years, troubleshooting fees may apply if the assistance requires a significant investment of our time. We will inform you beforehand if such a situation arises.

Additional Considerations (Industry Standards):

• Nature of Assistance: Our troubleshooting assistance by phone or remotely is designed to provide initial advice and guidance. A complete diagnosis may require a physical inspection of the engine at our facilities.
• Required Information: To help you effectively, we will ask you to provide information as detailed as possible about the problem you are experiencing with your engine.
• Limitations of Remote Assistance: While we do our best to help you remotely, it is possible that the problem cannot be fully resolved without a direct examination of the engine.
• Documentation: It is helpful to have all relevant documentation regarding your engine’s history (logbook, maintenance reports, etc.) readily available.

Please note that while our phone support primarily operates on a callback system for technical inquiries handled by our shop technicians, our team remains available by phone for requests concerning the store, accounting, and general (non-technical) information. Please do not hesitate to call us directly for these types of inquiries.

For any technical questions requiring the expertise of our shop, particularly for troubleshooting, our phone support operates on a callback system due to our current workload. Our technicians dedicate specific time slots to return these calls.  These times are between 11:00 AM and 12:00 PM (noon) and between 3:00 PM and 4:00 PM on our regular business days, which are Monday to Thursday.

To ensure your call is returned, the best approach is to call our shop ahead of time and request a callback. Your message will then be added to our list, and calls are returned in the order the messages were received.

Please note that our regular business hours are Monday to Thursday. In the event of statutory holidays, our schedule may be reorganized on a case-by-case basis, and this may affect our callback times. We appreciate your understanding as we work to address all inquiries efficiently with our available resources.

You can use the form below to request a callback or call +1 (819) 538.6768 and leave a message.

Our quoted lead time is valid from the date of receipt of your engine for the specified service, provided it arrives within the quote’s validity period.

• Example: If we provide a quote on April 16th, 2025, with a lead time of 14 weeks and the quote is valid for 30 days, then the 14-week lead time should apply from the date of receipt if your engine arrives at our shop before May 16th, 2025.

Important Considerations Regarding Lead Time:

• Quote Validity: If your engine arrives after the quote’s 30-day validity period, the lead time may need to be adjusted based on our current workload. We will make our best effort to communicate any significant changes to the lead time at the time of receipt.
• Typical Steps Involved: Please understand that the quoted lead time includes several stages, some of which can vary depending on our shop’s workload and others that are dependent on external factors:
  • Initial Processing (Up to 6 weeks): This includes receiving, documenting, disassembling, and preparing your engine for Non-Destructive Testing (NDT) inspections.
  • Inspections: We conduct initial inspections in-house. Critical components also undergo specialized testing by certified third-party companies.
  • Communication and Parts: Once inspections are complete, we will contact you if any significant issues are found that could affect the original quote, such as the need for major replacement parts.
  • External Services: Depending on the required work (e.g., repairs, re-grinding, polishing), certain components may need to be sent to specialized external suppliers.
  • Reassembly and Final Checks: After all necessary work is completed, the engine is reassembled and undergoes thorough quality checks.
  • Paperwork: Finally, we meticulously complete all required documentation, including the engine logbook, to ensure compliance with aviation regulations.

Please note that your engine will be ready for pickup or shipment upon receipt of full payment.

A great tool to help calculate your expected due date based on initial date of receipt can be found here: Date Calculator: Add to or Subtract From a Date

To initiate a warranty claim, it’s crucial to contact Aero Atelier immediately upon discovering a potential issue. Please do not remove any parts or make any modifications without first speaking to us. For warranty consideration, Aero Atelier needs to be involved from the initial stages of the finding. We will guide you through the necessary steps, which will include providing us with a copy of the engine logbook and maintenance records for assessment. Please note that warranty work is typically performed at our facility in Shawinigan, QC, unless we agree otherwise.

For all warranty claims, please call us at (819) 538-6768 or send us an email at support@aeroatelier.aero.