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Old 18-05-2010, 09:30   #1
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Companies Worth Supporting

Hi

Just checked though a few of the threads,
and could not find one dedicated to providing info
on Companies that have provided service
above and beyond the norm ??

we found quite a few complaining about "poor service"
but not good service ??

Maybe we are wrong, and am currently duplicating another thread
if so, we apologise ...

But just wanted to let fellow cruisers out there
know of two recent very positive incidents we have had
with two companies (both American)

BTW (we are not US citizens, or on a US registered boat)
so considered it worth recording the fact so cruisers
realise this was not special treatment for US nationals

1) STANDARD HORIZEN
we have a STANDARD HORIZEN Intrepid GX1270S
fixed station VHF radio on board, purchased approximately 7 years ago

The remote RAM Mic had stopped working and we needed a replacement
we bought a new RAM Mic (a CMP25) in the UK on recent trip
only to find that it would not fit
and we apparently needed a CMP23 (no longer manufactured)

After trying unsuccessfully at numerous chandleries and online
we sent an enquiry direct to STANDARD HORIZEN in the USA
via their website

They replied immediately and a Mr Tim Johnson
confirmed the RAM Mic was no longer available
but offered us a replacement from their storeroom
"if they had a working one available"

A suitable replacement was found and a new cable fitted
(apparently the earlier models of the CMP23
had a problem with UV degradation of the cables)

Tim Johnson had the replacement RAM Mic posted to us in Trinidad,
all COMPLETELY FREE OF CHARGE !!!

However due to the rather "strange" postal system in the islands
it never ever arrived, even though it was correctly addressed
and we checked at Customs and Post Offices every couple of days

When we notified Tim Johnson of this
even thought the non delivery was no fault of his or STANDARD HORIZEN he sent a further replacement RAM MIc to us
via a European address - again at no cost to myself !

contact t.johnson@vxstdusa.com

(incidentially the original unit posted to Trinidad
apparently eventually turned up back in the USA as "not delivered" ?)

2) A few years ago we had a very similar circumstance with ACR Electronics iro an 406 Mhz EPIRB that malfunctioned after nearly five years of use, the retaining plastic strap on the ON/OFF switch broke
and the unit went off accidentally

Of course we notified our named contacts and Coastguards
that it was an accidental transmission, and that we were OK
plus we notified ACR Electronics in the US of the incident
imagine our surprise when they shipped us
a brand new replacement at no cost !!

contact jryan@acrelectronics.com

We as full time live-aboard cruisers are living on a budget
and really appreciate service and product backup like this,

of course we do not expect replacements
free of charge for everything
every time we have a breakage or failure,

But in this economic climate where most of us are battling
to make ends meet. We believe that this sort of extra-ordinary service deserves recognition and we unreservedly recommend both these companies to fellow cruisers

and we would certainly welcome similar situation stories
from other cruisers who have had positive feedback and service from other companies supplying our market segment

John H

Unfortunately we have also had many negative situations as well ?
ah well such is life
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Old 20-05-2010, 19:30   #2
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If you approach most companies with a friendly----I really like your product------has served me well attitude----you will usually get these results.........

If you come in the door with guns-a-blazin you will get shot down.......

It's that old Honey and Vinegar thang
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Old 20-05-2010, 19:37   #3
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I've mentioned these guys here before. Worth saying it again.

Fridgefreeze out of San Diego.
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Old 20-05-2010, 20:45   #4
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Furuno's customer support...big time.
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Old 24-05-2010, 14:04   #5
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It may sound a little odd to put Canadian Tire on here, but I get a lot of my gear there and- if you pick the good quality stuff- they back it up pretty well. (They also sell cheap crap alongside the good gear, and the cheap crap is not supported.)

Fire extinguisher. Me: "It's a bit over a year old, never fired, but seems to have lost a bit of pressure." Clerk: "OK, just pick out one the same size from the rack over there, enjoy your day."

Various parts for my tow vehicle and trailer (trailer wiring adapters, suspension bits). Me: "I think I need a....." Clerk: "Well, I don't have that one in stock, but I'll ask the warehouse that does to send it here for you tomorrow morning."

Cranking battery. Me: "I think this might be cooked." Clerk (hooks up tester): "Yup, it's toast. Here's the matching replacement, here's the warranty on it, any issues in the next few years, just bring it right back here, no problem."

Tools. Pretty much any hand tool with their house brand on it gets an on-the-spot replacement if you manage to break it.
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Old 24-05-2010, 15:43   #6
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If you're ever in San Diego (and you can buy online from them as well), you should put your money towards Downwind Marine. Downwind Marine Inc
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Old 24-05-2010, 17:31   #7
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If you ever need help with a Spectra water maker (or any water maker really) contact Tellie here at CF.
Hands down the most helpful person I have met even though I am not in his "Territory".
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Old 24-05-2010, 17:35   #8
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Defender Industries in CT. Good prices, great support.
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