Where Credit Is Due: April 2014
Weems & Plath
In November 2013, I bought a 65-pound Mantus Anchor. Living in Maine, I had not yet had the pleasure of using it but was disturbed by your recent report (PS, February 2014) regarding their shank strength. I contacted Mantus about getting a replacement shank.
I want to thank Greg Knutsen and Mantus Anchors (www.mantusanchors.com) for a very quick delivery of my new and stronger shank for my anchor. Mantus obviously values its customers and is trying very hard to keep them satisfied. They have certainly pleased me.
Just prior to leaving La Paz, Mexico, for the South Pacific, we decided to buy a whisker pole for the downwind sailing that we had planned to enjoy on the long crossing. We ordered a Forespar whisker pole from West Marine, and it was delivered the day before we departed.
Alas, the pole that we received was a used/returned pole in a new shipping tube, and worst of all, the trigger head was missing. No amount of 21st-century shipping would get that pole head to us.
After our landfall, we contacted West Marine (www.westmarine.com) and Forespar (www.forespar.com) and eventually determined that West Marine had inadvertently shipped a used pole. They made good by shipping a new pole to us, all the way to Tahiti, at no charge. Well done, West Marine!
Now we had two whisker poles, but one was without a trigger head. Enter Forespar. The company sent us a new trigger head at no charge, and we paid for shipping it to Tahiti. What a deal! We’ll install the new trigger head and will be able to sell the pole, recouping some of our cruising kitty.
Yes, it was a preventable issue, but we feel that the two companies showed remarkable willingness to remedy the issue and to take responsibility for the error. West Marine and Forespar made full restitution and genuine apologies. We will buy from them again without hesitation.
1984 Passport 40
Raiatea, French Polynesia and Anchorage, Alaska
Weems & Plath
We had a Weems & Plath Endurance Time and Tide clock that was not keeping accurate time. We sent it to Weems & Plath customer service (www.weems-plath.com), and they replaced the faulty movement for free, plus they sent a discount coupon toward any item in their catalog. Now that is great customer service!
Sole Mates IV, Island Packet SP41
East Greenwich Yacht Club, R.I.