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Old 11-08-2020, 10:35   #1
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EDSON Marine- unbelievable? Maybe not.....

Pulling into the dock last week during my second sail in a new to me 32 yr old sailboat, the transmission cable snapped on somewhat of a windy day. Fortunately, no damage to the boat other than my 1st mate wound up with the majority of the dock rash (ouch!) On disassembly, it was revealed that the cable had snapped where it enters the yoke on the shift lever.

It’s enclosed, its protected, out of sight, out of mind, silly to think it shouldn’t last another 30 years. So here’s the deal, my pedestal is an Edson so I call them and ask about replacement parts (yes, definitely going to replace both throttle & tranny cables, etc.) The owner, yes the owner of Edson, answers the phone, walks me through the parts I need, gives me a ‘how-to’ on extricating the two cables. So far so good I thought; I told him I’d measure up the cables this evening and call back tomorrow to complete the order.

What blew me away was that he gave me his personal cell number and said I could call him tonight if I had any difficulties in extricating the cables (apparently its not entirely as simple as it might look). I was completely gobsmacked, who provides this level of service in this day and age? Supremely grateful!
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Old 11-08-2020, 10:54   #2
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Re: EDSON Marine- unbelievable? Maybe not.....

edson is a top notch company that always provides excellent service in my opinion.
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Old 11-08-2020, 11:24   #3
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EDSON Marine- unbelievable? Maybe not.....

+1. Edson is a shining example of how a company should be run. They answer their phone. They give good advice, even when it’s not to buy their product. Unfortunately rare today. I use and recommend Edson whenever I can.
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Old 11-08-2020, 11:27   #4
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Re: EDSON Marine- unbelievable? Maybe not.....

++1

Super people, super company sailors like us.
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Old 11-08-2020, 12:06   #5
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Re: EDSON Marine- unbelievable? Maybe not.....

Great to hear of a company and owner responding like that.

I called Mermaid Marine about a problem with one of their units...a lady answered the phone promplty then said " hold on I'll pass you to service".

A guy in service answered on the second ring and said " Erine, service, how can I help you?". He explained how to find thre reset button, gave me an email address to email a photo if needed, and said call back with any problem.

The resest worked. But I was absolutly impressed by their response.

Tom Washio
S/V Rita Jane
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Old 11-08-2020, 12:16   #6
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Re: EDSON Marine- unbelievable? Maybe not.....

Yup, Edson is THAT good!
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Old 11-08-2020, 12:32   #7
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Re: EDSON Marine- unbelievable? Maybe not.....

I spoke with them about a autopilot install since my entire system is Edson, didn’t even buy anything from them, they were super helpful and very friendly.
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Old 11-08-2020, 15:02   #8
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Re: EDSON Marine- unbelievable? Maybe not.....

Keep the good stories going.

After suffering two less than satisfactory customer service episodes today, it is nice to know that customer service is still alive.

When I call XXXXXXX, I will wait for 30 minutes on the phone to order a drive belt, then they send the exact same wrong belt, 10” too long, twice and then argue that it is the correct belt. I now buy drive belts from Tractor Supply.

I buy based upon reliability and the ability to get the product fixed when it wears out. Edson will be getting my business.
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Old 12-08-2020, 06:34   #9
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Re: EDSON Marine- unbelievable? Maybe not.....

Edson FTW!!!
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Old 12-08-2020, 12:56   #10
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Re: EDSON Marine- unbelievable? Maybe not.....

I can also personally attest to Edson’s outstanding customer support. I also spoke with the owner, who answered all my questions, and then some.
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Twenty years from now you will be more disappointed by the things that you didn't do than by the ones you did do. So throw off the bowlines. Sail away from the safe harbor. Catch the trade winds in your sails. Explore. Dream. Discover.” – Mark Twain
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Old 12-08-2020, 13:21   #11
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Re: EDSON Marine- unbelievable? Maybe not.....

I decided to install wheel steering on my Catalina 27, and bought all of the parts for a cable steering system (radial version) from Edson. I made a mistake and got the diameter of the rudder stock gland wrong. I called Edson and with no fuss they told me to send the part back with the correct post diameter. A few days later the part came back to me, corrected, no charge. Before retirement a few years ago, I worked as the world trainer for Vetus Maxwell. In every training session, I told the story of this little personal experience with Edson as an example of what a truly great company does in supporting customers, pointing out that it happened in 1975 and I'm still talking about it and endorsing Edson, its people and its products. You can't buy that kind of advertising, you can only earn it.


John Mardall
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Old 12-08-2020, 13:51   #12
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Re: EDSON Marine- unbelievable? Maybe not.....

That's they way they are. Great people and super helpful with everything. I've walked into their place and the owner has personally helped me out with some parts i needed for my pedestal.
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Old 12-08-2020, 13:52   #13
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Re: EDSON Marine- unbelievable? Maybe not.....

I have had great conversations with Edison’s owner. One was in person at a boat show, others by phone and e-mail. I sent him pics and he gave me a thoughtful analysis. Then followed up a week or so later with another observation.
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Old 12-08-2020, 13:54   #14
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Re: EDSON Marine- unbelievable? Maybe not.....

+++1. Bought Edson equipment last year and will go to them again this year for what I need. Just outstanding service and products.
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Old 12-08-2020, 13:59   #15
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Re: EDSON Marine- unbelievable? Maybe not.....

It's all excellent with Edson design, products and customer support. Great people!!!
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