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Old 22-11-2018, 20:39   #1
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Recent Customer Service Experiences.

During the last week we have been trying to get out boat untied from the dock to head south to warmer waters, and as usual, it's also been a bit of a challenge. If it could go wrong, it did.
But this is not about the solutions.
First. when we tried to raise our new mainsail the sail slides were incorrect, they would not fit the mast track. All it took a a quick call to Terry at Annapolis Boat service to find a solution to our problem. He suggested finding a local sail loft to do the change and he would foot the bill. I called several lofts and found Quantum Sails Newport to be extremely responsive, Ike Bowen (service/production Manager) picked up the sail that day and had it back to us the following day, thats excellent customer service in any business. He was able to shift his workload at the loft to accomidate our last minute fix while also keeping his current workload on schedule. So, thanks to Ike at Quantum Newport and Terry at Annapolis Boat Service for the excellent effort and product support.
The next big issue was the new chartplotter chart chips I ordered from C-Map through Defender Marine, I ordered the New England to Bahamas Chip, and the Central america and Caribbean chip, they sent me the chips direct from C-Map. Although they were labeled individually the chips were burnt to the same chart set, the Central America/Caribbean, which didn't help me in New England. This was yesterday, the day before Thanksgiving, when I called the office in Massachusetts, the only person there was the sales rep, Brandy Powers, and she was just on her way out, all the other personnel had left for the four day weekend. Since we were looking to leave Friday on a favorable weather window (by New England Standards) we could not wait until Monday. Brandy Powers, the sales rep went into the office on Thanksgiving morning to pick up replacement chips and then drove to meet my wife halfway and deliver the chips. Although she had a holiday meal to cook for her family she made sure we were taken care of and on our way. That's service over and above.
Often we buy based only on price, but when buying items that are expensive and important parts to our sailing needs, dependable customer support and businesses that stand behind their reputation can often make the difference between a pleasant stroll through the park or a miserable slog through the muck.
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Old 22-11-2018, 20:51   #2
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Re: Recent Customer Service Experiences.

Quote:
Originally Posted by lifeofreilly57 View Post
During the last week we have been trying to get out boat untied from the dock to head south to warmer waters, and as usual, it's also been a bit of a challenge. If it could go wrong, it did.
But this is not about the solutions.
First. when we tried to raise our new mainsail the sail slides were incorrect, they would not fit the mast track. All it took a a quick call to Terry at Annapolis Boat service to find a solution to our problem. He suggested finding a local sail loft to do the change and he would foot the bill. I called several lofts and found Quantum Sails Newport to be extremely responsive, Ike Bowen (service/production Manager) picked up the sail that day and had it back to us the following day, thats excellent customer service in any business. He was able to shift his workload at the loft to accomidate our last minute fix while also keeping his current workload on schedule. So, thanks to Ike at Quantum Newport and Terry at Annapolis Boat Service for the excellent effort and product support.
The next big issue was the new chartplotter chart chips I ordered from C-Map through Defender Marine, I ordered the New England to Bahamas Chip, and the Central america and Caribbean chip, they sent me the chips direct from C-Map. Although they were labeled individually the chips were burnt to the same chart set, the Central America/Caribbean, which didn't help me in New England. This was yesterday, the day before Thanksgiving, when I called the office in Massachusetts, the only person there was the sales rep, Brandy Powers, and she was just on her way out, all the other personnel had left for the four day weekend. Since we were looking to leave Friday on a favorable weather window (by New England Standards) we could not wait until Monday. Brandy Powers, the sales rep went into the office on Thanksgiving morning to pick up replacement chips and then drove to meet my wife halfway and deliver the chips. Although she had a holiday meal to cook for her family she made sure we were taken care of and on our way. That's service over and above.
Often we buy based only on price, but when buying items that are expensive and important parts to our sailing needs, dependable customer support and businesses that stand behind their reputation can often make the difference between a pleasant stroll through the park or a miserable slog through the muck.
Thank's for posting, so many only offer the negative and take the positive for granted.
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Old 23-11-2018, 05:05   #3
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Re: Recent Customer Service Experiences.

Increasingly rare, and in many cases, worth paying a higher purchase price.

Maine Sail / CMS is well worth supporting for all his community service

https://shop.marinehowto.com/products

He can get most things, just email at ​"Rod Collins"<compassmarineservices@gmail.com> and put CONSULT in the subject for quicker attention. (Do **not** use this for info-only requests)

________
Also Alan Ferber @ Bay Marine Supply, San Diego, CA 619-320-5899 , sales@baymarinesupply.com

is both very helpful and value conscious.

Sells on eBay and Amazon, but best to deal direct

https://baymarinesupply.com/
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Old 23-11-2018, 05:26   #4
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Re: Recent Customer Service Experiences.

Terry is awesome. I know more than a few folks that he has helped with either top notch work or by pointing them in the right direction.
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Old 23-11-2018, 11:42   #5
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Re: Recent Customer Service Experiences.

Quote:
Originally Posted by lifeofreilly57 View Post
During the last week we have been trying to get out boat untied from the dock to head south to warmer waters, and as usual, it's also been a bit of a challenge. If it could go wrong, it did.
But this is not about the solutions.
First. when we tried to raise our new mainsail the sail slides were incorrect, they would not fit the mast track. All it took a a quick call to Terry at Annapolis Boat service to find a solution to our problem. He suggested finding a local sail loft to do the change and he would foot the bill. I called several lofts and found Quantum Sails Newport to be extremely responsive, Ike Bowen (service/production Manager) picked up the sail that day and had it back to us the following day, thats excellent customer service in any business. He was able to shift his workload at the loft to accomidate our last minute fix while also keeping his current workload on schedule. So, thanks to Ike at Quantum Newport and Terry at Annapolis Boat Service for the excellent effort and product support.
The next big issue was the new chartplotter chart chips I ordered from C-Map through Defender Marine, I ordered the New England to Bahamas Chip, and the Central america and Caribbean chip, they sent me the chips direct from C-Map. Although they were labeled individually the chips were burnt to the same chart set, the Central America/Caribbean, which didn't help me in New England. This was yesterday, the day before Thanksgiving, when I called the office in Massachusetts, the only person there was the sales rep, Brandy Powers, and she was just on her way out, all the other personnel had left for the four day weekend. Since we were looking to leave Friday on a favorable weather window (by New England Standards) we could not wait until Monday. Brandy Powers, the sales rep went into the office on Thanksgiving morning to pick up replacement chips and then drove to meet my wife halfway and deliver the chips. Although she had a holiday meal to cook for her family she made sure we were taken care of and on our way. That's service over and above.
Often we buy based only on price, but when buying items that are expensive and important parts to our sailing needs, dependable customer support and businesses that stand behind their reputation can often make the difference between a pleasant stroll through the park or a miserable slog through the muck.
I is nice to see someone post a positive. Everyone with a minor bitch will post it, few with positives will take the time. Thank you.
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Old 23-11-2018, 11:55   #6
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Re: Recent Customer Service Experiences.

Everyone at sometime makes mistakes. It's how you fix them that counts.
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Old 23-11-2018, 15:29   #7
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Re: Recent Customer Service Experiences.

Quote:
Originally Posted by lifeofreilly57 View Post
During the last week we have been trying to get out boat untied from the dock to head south to warmer waters, and as usual, it's also been a bit of a challenge. If it could go wrong, it did.
But this is not about the solutions.
First. when we tried to raise our new mainsail the sail slides were incorrect, they would not fit the mast track. All it took a a quick call to Terry at Annapolis Boat service to find a solution to our problem. He suggested finding a local sail loft to do the change and he would foot the bill. I called several lofts and found Quantum Sails Newport to be extremely responsive, Ike Bowen (service/production Manager) picked up the sail that day and had it back to us the following day, thats excellent customer service in any business. He was able to shift his workload at the loft to accomidate our last minute fix while also keeping his current workload on schedule. So, thanks to Ike at Quantum Newport and Terry at Annapolis Boat Service for the excellent effort and product support.
The next big issue was the new chartplotter chart chips I ordered from C-Map through Defender Marine, I ordered the New England to Bahamas Chip, and the Central america and Caribbean chip, they sent me the chips direct from C-Map. Although they were labeled individually the chips were burnt to the same chart set, the Central America/Caribbean, which didn't help me in New England. This was yesterday, the day before Thanksgiving, when I called the office in Massachusetts, the only person there was the sales rep, Brandy Powers, and she was just on her way out, all the other personnel had left for the four day weekend. Since we were looking to leave Friday on a favorable weather window (by New England Standards) we could not wait until Monday. Brandy Powers, the sales rep went into the office on Thanksgiving morning to pick up replacement chips and then drove to meet my wife halfway and deliver the chips. Although she had a holiday meal to cook for her family she made sure we were taken care of and on our way. That's service over and above.
Often we buy based only on price, but when buying items that are expensive and important parts to our sailing needs, dependable customer support and businesses that stand behind their reputation can often make the difference between a pleasant stroll through the park or a miserable slog through the muck.
Who said.....
"Ya gets what ya pays for"?
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Old 26-11-2018, 07:28   #8
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Re: Recent Customer Service Experiences.

Another thanks for the positive posting. I agree that mistakes are made and all I want is for a company to stand behind their products or service if there is a problem.
I would also give a shout out to defender who I have found will do the right thing when there is an issue.
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