Where Credit is Due
October 2013 Issue
Where Credit is Due: October 2013
I couldn’t ask for better service from Doyle Sailmakers (www.doylesails.com). The leach-line cleat broke on my 13-plus-year-old Doyle genoa, so I contacted Doyle for help in identifying it for replacement. After a couple of email exchanges, they sent me not one, but two replacement cleats—at no charge! These plastic cleats are not expensive, but would have been a pain to find otherwise. What great customer service!
Fina Lee, Rhodes 22
While testing systems for anchoring out, we found our 240-volt watermaker (commissioned for the first time) would not run on our Northern Lights 9-kilowatt generator. After the usual investigation and no success (original wiring of generator was set up for two 120 legs), we called Northern Lights East Coast (www.northern-lights.com) as our installer had long gone out of business as had the original dealer. When telephone description did not solve situation, to our surprise, James, the southeast service manager, said he would be out to the boat in the morning. He solved the wiring in a few minutes with a fantastic attitude and a wealth of knowledge about the genset. And, it was a courtesy call—no charge. Thank you, Northern Lights for a great genset and your service.
Walt & Joy Weiss Kass
Joy of Tahoe, Lagoon 44
I recently ordered a Golight Inc. remote-control spotlight from a large dealer in the U.S. The light unfortunately was dead on arrival—I believe because of the dealer’s poor packaging. Because the light had to be shipped to a freight forwarder, and then shipped again to me, along with customs duty, it would have cost me more to return the light than to just buy a new one. I sent a rather pointed letter to the dealer and copied Golight, the maker. Immediately, I received a reply from Kim Comer at Golight (www.golight.com), and after a few clarifying questions, she offered to send a replacement to me at no charge. When I received the new light, it was packed perfectly by Golight. It’s great to see a company stand by its products like this.
Confetti, Mason 54
Tortola, British Virgin Islands
Bushnell Repair Depot
I recently took in two pairs of almost-40-year-old binoculars, which have a lifetime warranty, to the Bushnell Repair Depot in Richmond Hill, Ontario (www.bushnell.com). Both were obsolete models for which parts are no longer available. One needed a new cover plate for the focusing lever; the other had a worn out diopter adjustment. Technician Al Belli fashioned a custom-fitted cover (and a spare) for the 8 x 40s while I waited, and because the diopter adjustment was not repairable, he replaced the second pair (7 x 35s) with a comparable new model.
The replacement unit, however, was not up to par for marine use, and Operations Manager Steve Ward arranged for an upgrade the next day. Team leader Richard Ballak handled negotiations for the replacement with patience, professionalism, and good humor. I left with a brand new pair of waterproof marine binoculars.
Given that both sets were obsolete, entry-level units, the Repair Depot folks went above and beyond to satisfy my needs. Bushnell’s lifetime warranty service is outstanding.
Halman Horizon 27
Lake Simcoe, Ontario
While fitting a brand-new pair of Sea-Dog line LED running lights to the bow, I accidentally sent one of the cover plates to the bottom of the Duwamish River. I emailed Sea-Dog (www.sea-dog.com) to ask if I could buy a replacement, and in less than 20 minutes, I received an email asking for my snail-mail address so that they could send me a free replacement. Now that is what I call customer service!
Meltemi, Ranger 26
Garhuauer & Railmakers
I am currently refitting my Catalina 42. During this process, I have had the opportunity to throw a lot of “boat units“ at many suppliers. Two that stand out are Garhauer Marine and Railmakers Inc. Doug at Garhauer (www.garhauermarine.com) has gone above and beyond in helping me get replacement parts for some 24-year-old hardware, at no charge. Dave at Railmakers (www.railmakers.com) sent me a flagstaff at no charge when I complained about the size of the rail mount on the new stern rail I had purchased from them. I would highly recommend both to anyone needing quality products with great customer service.
1989 Catalina 42