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Old 23-09-2014, 13:18   #1
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Location: Cruising the Caribbean
Boat: Island Packet 40
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Great service from Lewmar

I just had a very pleasant experience with Lewmar and wanted to pass it on. We wanted to replace the lids on our Lewmar Ocean Hatchs that were 19 years old. They were still in working order but had a few issues. The rubber seals were breaking down and sending a black stain over our decks whenever we took some green water, the glass was crazed and we had cracked glass in two of them, the final problem was with the hinges friction adjustment. I contacted Lewmar support about our issues and they suggested replacing the lids. They provided a listing of the part numbers for our series of hatch and instructions on how to do the replacement. I was unsure whether the lids came with new hinges and so asked in another note, I was assured that the hinges were included. We ordered the lids but were quite dissapointed when they arrived and found that there were no hinges. We had ordered five lids and not a hinge to be found, from the packaging you could see that this assembly did not come with them. The tech support had made an error.
Here is the great part, I sent another note to Lewmar support. Their reply was simple........give us an address and we will air ship the parts to you. We were in Prickly Bay, Grenada and the parts arrived within the week. I was very impressed that they recognized their error and made it right, we were not asked any questions other than our address. Great customer support, and the new lids are gorgeous. Jim
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Old 23-09-2014, 13:31   #2
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Location: Key West
Boat: '83 Endeavour 40
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Re: Great service from Lewmar

That's awesome to hear. Seems people are always ready to relate the horror stories, which is great and very informative, but the love stories are usually few and far between when it comes to dealing with corporations/companies/suppliers/what have you.
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