Where Credit Is Due: January 2014
I have a 6-year-old Garhauer traveller (www.garhauer.com). The sheaves came loose and lost their bearings. At the recent Annapolis boat show, I asked the Garhauer Marine reps how to get replacement bearings. They had me send the carriers back, and they replaced the sheaves for free. Also, I mentioned I was looking for some odd-size, stainless-steel dinghy clamps, and they offered to fabricate them. They charged me the standard (very fair) price rather than custom price. Wow!
Chouette, Brewer semi-custom cutter
Lewisporte, Newfoundland, Canada
Recently, while getting off my boat, the lifeline gate came off in my hand, and I accidently dropped it in the water. I was able to retrieve the gate, but the modified nut holding it in place was gone. I contacted Ed at Seco South (www.secosouth.com). After sending him my lame drawing of the gate, he asked me to send the lifeline with the detached gate. Within days, I had a new lifeline with new hardware to put back on the boat. Seco South charged me a nominal fee, which was mostly for shipping. Thanks for a job well done and for standing behind something that was years out of warranty. It was wonderful to deal with such fine people and such a fine company.
Sail La Vie, Island Packet 445
Allied Tool Co.
About a dozen years ago, I purchased an Allied 159-piece Cabinet Tool Set. They have been my go-to basic boat tools ever since and have stood up quite well. I recently called Allied Tool Co. (www.alliedtools.com) of Sylmar, Calif., to ask whether I could purchase a few replacement pieces for tools that had gone missing from the now-discontinued set. The young woman who responded to my inquiry noted that my tools were long out of warranty but said she would investigate the availability of the missing tools. After a brief wait, she told me that not only were the tools available but that the company would replace them for me at no charge.
I just received these tools, after waiting about a week, and they fit perfectly in my tool cabinet. I consider this to be exemplary customer service from a company that not only stands by its products but wants to ensure its customerís ultimate satisfaction.
Rosebud, Beneteau Oceanis 37