Manufacturers in the yachting industry need to wake up...

Just received a note from Rick Thomas that his service team is on it. I'm sure he'll get it resolved.

Here's my view from a supplier's side. First, it takes a long time to build a reputation and a very short one for it to go down hill.

1) A supplier should get back to you as soon as they can with any inquire, no matter the size of the job.
2) They should Never, Never make promises they can't keep.
3) As they schedule their work, some jobs may run longer than expected, thus postponing the start of yours. Knowing the delays and keeping you informed, is the best they can do and decisions can than be made.
4) Any changes or additional charges to the work quoted, should be informed to you as soon as possible. Sometimes bolts are seized and need to be cut off. Other times, other vendors are on board and you need to be in the same place as they are. I know of situations where a vendor was delayed because the boat was going to get painted. Maybe they did open a can of worms and more damage is there than what was thought. Delays cost money and this can't be quoted, but you need to be informed.
5) Be realistic for the time needed to complete the work you ask your supplier to do. A two day job may require a 5 day lead-time to get the parts. A good supplier will let you know or get back to you promptly.

My list can go on. As in any industry, their are good and bad. I don't think that the marine industry is any different. There are companies that have established ( as my granddaughter would say) a yucky feeling when you here their names. As boat owners, captains, management companies, etc., we should look for those that we are comfortable with, that have been recommended and those that have established a good track record.

It starts with quality communications. That starts with answering the phone and what is said in that first call. Now, I don't know if Pascal's reaction this time is based on previous history, but if you want to correct a perception you go overboard. Rick Thomas reading about it on a forum and responding to the forum owner isn't the way it needs to work.

I've been involved with turn arounds where companies had poor service reputations. You don't succeed by just improving. You must go from substandard to the best in the industry and the dramatic change must be obvious to everyone. I've personally had no issues with them or their product, but it is clear that a problem exists. It's also clear that they don't perceive the depth of it and don't have a true corrective plan.

If I called and was told "we're very busy and can't look at you for two weeks" I'd be very upset. You blame your problem on being busy? Well, do you then want less business? Why is it you're not equipped to handle the level of business you have? At least look and then quote a time. It might even allow you to get parts in to do the job. Look and then say how long before you'll complete the work and apologize profusely it's so long, but whatever time you quote, meet it. Not looking reminds me a bit of going into Chili's and they won't seat you even though many empty tables because they don't have wait staff to cover it all in yet. At least start the process by letting me sit and get me drinks and tell me it will be slow. The manager surely can serve the drinks and perhaps even take orders and laugh and say he might be slower than normal staff. I'd rather wait at the table with my drinks though than standing in the lobby. Here, I'd rather wait for the work to be completed than wait for someone to even look at my problem.

Oh, and I'd target making Pascal happy. As an owner or manager, I'd personally meet with him and discuss it all and make sure he was given attention. Start by winning over your biggest critic.

Not to derail, but are there options on service on NS Davits? My rotation actuator is leaking. Finally got a quote $7000 to repair. Then another $7000 to do all seals and cable. Does that seem right?