Lets keep track of Good and Bad Customer Service

When we are cruising I often run the Jeppesen Plan2Nav program on my Nexus 7 tablet. I use this navigation program as a backup chartplotter to my Raymarine C-80. I also have the Navionics program on my Nexus, but it does not offer access to Active Captain data (and never will). The Plan2Nav program does allow for integration of Active Captain data.

I recently ran into a problem with my Plan2Nav program so I e-mailed Jeppesen Customer Service. I was amazed by their response. I never had to wait more than a few minutes - literally - to receive a friendly and thorough response. I had a few different questions so I e-mailed them a few times over a couple of days. They always responded in the same prompt and thorough manner. My system is now working better than ever and they really sold me through their response. Kudos to them!

Rob
 
We have ALWAYS been treated well by everyone at the Cap Sante Marina sling launch. We first met Dan (now works in the Harbor office) then Dale (not sure of his exact title but he now works on the docks). Last year we met Brad and this year the new guy is Cody. All these guys remember us, are friendly and treat us like long lost friends and take excellent care of Salty
(and us).
 
Patty has posted our issues with the hole in the hull of Daydream. We can tell you first hand, if you need fiberglass repair in Washington State, THE place to go by us is Sterling Kayaks and Fiberglass in Belllingham. Talk to Jim Teshera, he knows his stuff and will treat you right!
 
We just used the services of North Harbor Diesel in Anacortes and it was a wonderful experience. We dealt with Diana, the office manager and she was incredible. Seems she doesn't know the word, "No." To my every question she said "Yes," which translated to wonderful customer service. We had been up here for 3 weeks prior to the Bellingham gathering, cruising the islands, and then we needed to fly home briefly. We needed a place to store the boat and they gladly took it. If we wanted to drop it off when they were closed, no problem, she lives nearby and would come to the facility and meet us there. If we wanted to get the boat waxed - and it REALLY (really) needed it - sure, they could do that even though we had not scheduled it beforehand.

That wax job is really the reason I am writing this post. The gel coat on our boat had really faded and worn and no pervious wax job had come close to bringing it back. Well, the job done by North Harbor made the boat look showroom fresh, no kidding. The entire boat shines, every inch - hull, cabin, and cockpit. And the maroon trim is clean, clear and sharp. Neither Mary nor I could believe it - the boat looks new! We are now headed to Olympia to launch and explore the lower Sound. While parked at a motel, with the boat about 40 yards across the parking lot, both Mary and I noticed what looked like a 4" swath of some sort crossing down the hull and became concerned. As we walked over to the boat we realized what we were seeing was simply a reflection from the aluminum trailer on the hull. The hull was that glossey and reflective, and BEAUTIFUL! Way to go North Harbor Diesel! Obviously we are pleased with their work and their customer service. Second to none and deserving of this shout out...

Rob
 
Scan Marine=Great Service

Was out last week and Wallas stove/heater wouldn't start, no power. Called Mike at Scan and he talked through simple trouble shooting. It was the 2 amp fuse plugged into the main circuit board. Replaced and it fired up right away!

I quickly called back to thank them. Pretty cool to call and be able to talk to a technician inside of 2 minutes. I had a tune up of the unit 2 years ago for a reasonable $200. Running great since and now.
 
Two kudos today!

First, Pete at West Coast Marine in Bellingham. He has taken care of Daydream for years and years. We talked about our Great Loop plan, and he made us up a kit to take along. He said we could find mechanics anywhere but we might have a hard time getting Honda parts around the Loop, so we now have five oil filters, two Racor fuel-water separator filter elements, and a water pump rebuild kit. He was on the fence about a thermostat and a set of plugs, in the end he said we probably would not need those. I may yet go back any buy those just for insurance, but it was very cool that he was pro-active about our taking along what we certainly would need (the oil filters and fuel water separator filters) and possible would need in the murky waters (the water pump rebuild kit).

Second, Rose Point Software, makers of Coastal Explorer. This is THE slickest PC planning and navigation software. Rose Point answers their phone, responds to emails, and has a support forum that they monitor apparently continually. Brad at Rose Point first helped me get the right hardware (and helped me avoid buying unnecessary hardware I was considering) to get the Raymarine C-80 and Digital Yacht AIS receiver / multiplexer all working to input data to the PC running Coastal Explorer, and then most recently helped me get over an installation problem with my C-Map Canadian electronic charts. I posted the problem on a Saturday and he responded the next day, Sunday. I know of no other software company that has such great support.
 
I emailed SmartPlug because my 2014 30A shorepower cord (only they make marine shorepower cords with each conductor strand fully-tinned full length ) blue LED power-on indicator at the plug quit working, tho full power was coming in to the boat. Got a same day reply from Terry that there was no hot-swap replacement possible, but the whole shebang was covered under their 7 year warranty (NAME SOMETHING, ANYTHING, ANYTHING AT ALL ON YOUR BOAT WITH A 7-YEAR WARRANTY IN SALTWATER USE! Even my prime Blue Seas 40A charger is 5 years, and no one matches that).
He asked for images which I sent and a brand new 50Ft 30A $181 (FisheriesSupply price) shorepower cord is on the way with instructions for me to send the defective cord (ie LED) back in the new box with a provided UPS account, so even shipping this heavy duty cord back to them is free for me!
AWESOME customer service you'd never get from Marinco (whose 70 year old RV twist lock design fire hazard power plug you should have replaced years ago with a SmartPlug...a 30-60min job at worst. DO IT!).
Happy Shopping!
John
 
Friday morning I put in a call to NMI (C-Dory manufactures) looking for what colors they are making now. Actually I was scrambling to find a source for Cabernet Gelcoat.

This morning I called again, and a person, Dianna answered the phone. She told me they have a Cabernet in the system for build right now, and gave me the color code and the phone number for they source they use. It took 2 minutes on the phone and very helpful. Good service.

Half an hour later I got a call from Greg, responding to my call from Friday.

The number Dianna gave me was for their supplier, GelCoat Products, in Seattle. "Al" answered the phone on the second ring, had the color chart and will sell in Quarts. They can be mixed how you need, paste, liquid wax or no wax and ship Fed Ex. Super patient with all my dumb questions and very helpful with answering so I could take notes and pass it on to they FG guy. Great service.

GelCoat Products, in Seattle 206-781-1162 They do all the C-Dory colors.

http://www.gelcoatproducts.com/

Harvey
SleepyC :moon

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I have had a West Marine "SuperSpot" handheld, rechargeable LED spotlight for six years. Over the last year, the battery charges just weren't lasting very long. This year they are down to lasting about 2-3 minutes or less, and so I went looking for a battery replacement. Thinking Batteries Plus, I called, and they can replace (by putting together a few -6- AA Ni-MH cells to make up a replacement) for the ones in the spotlight. About $40.oo. On a whim, I called West Marine to see how much a new battery from them would be. Ahhhh, they don't have replacement batteries.......BUT, "Did you buy that spot light from us?" Well, yes. "OK, are you a West Marine Advantage member?" Well, yes. "OK, let me find your proof of purchase. Do you know when you bought it?" Ah, well a few years ago, maybe 5. "OK, well it was in Feb 2012. I will email that to you. You print it off and take it into your local West Marine store and they will replace it. You are dissatisfied with the battery life right?"

Done and Done. And it is only 40 miles to the closest WM store, who has several of these in stock and will have one on hold for me to pick up on Friday.

AND on Friday, West Marine is having a huge in store sale. It's a WIN, WIN, WIN. and why I like to support my "local" brick and mortar, and the mariners that work there.

***** (5 Stars) for super customer service.

Here is the link to the light:
https://www.westmarine.com/buy/west-mar ... ecordNum=7

Harvey
SleepyC :moon

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Thinking Batteries Plus, I called, and they can replace (by putting together a few -6- AA Ni-MH cells to make up a replacement) for the ones in the spotlight.
Click to expand...

I have gone to Interstate (in Everett, but they are all over) numerous times as they able to "build" replacement batteries for much less than purchasing them from the brand name companies. I've done flashlights (work), drills etc. And they were quick.
 
I have been buying replacement batteries (for B&D hedgetrimmer, Ryobi grass trimmer, Shark vacuum, and Worx leaf blower) on line from Powerextra. In each case the battery is powerful, longlasting and relatively inexpensive. Needless to say, I'm a satisfied customer
 
We have had great service from our local former C-Dory dealer, parts, repairs, annual service, etc. They still sell used (consignment) C-Dory's, just do not sell new ones.

Mobile East Marine
13398 Hwy 55, Bayboro, BC 28509
252 745 5615
 
Recently completed a trip in Florida and while there I left my TC for bottom painting as well as various engine and trailer repairs. All communication and work was done very well. I highly recommend them if your are in the area!
 
I finally decided to spring for the Fell Marine Electronics MOB+ electronic kill switch system. Then I got a bit of a prod from a fellow BRAT who ordered on Thanksgiving day and posted that they had some good pricing. Great,
but I'm not so proficient at ordering stuff on line and so today to confirm my order I called the Wast Marine customer service number (1-800-BOATING) and

WOW, did I get a surprise. I had a backlog of Gold Account rebate certificates that had recently expired. That was the BAD news. The GOOD news, was that she would revive them and put them back into my account so I can use them to buy my new VHF when it comes in at the right price.

This is not insignificant, (over $100 worth), and they could have said nothing. I might never have known the difference.

And YES, I will be continuing to support my local Wast Marine store.

Harvey
SleepyC :moon

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West Marine has been far more consumer friendly the last year or so....but company was bought in Sept, private equity firm Monomoy Capital Partners for $328 million. Oct 23, the CEO who had lead the company for 5 years, Matt Hyde, was fired. The CFO is temporarily in charge---so I think West Marine's performance is up in the air now...
 
Ashbreez Boatworks LLC (Chad & Joel Morse) Anchorage

Did a good job of bringing my boat back from the brink When I discovered a wet transom and hull. Not cheap but excellent to work with and they did what they said they would do.
I would definitely use them again.

Jack
 
Regarding West Marine, while their prices can be high, they (at least my local store) have always stood behind what they sale. Then recently I purchased the Engle Cooler on line from them. I was able to get a lower price with their price matching guarantee, and that was against Amazon. In fact, I called back two more times as the Amazon price dropped. It then dropped a third time, rather sharply. That call the WM representative was a little more hesitant to give me the refund on the price matching, and said they can only do that once. I asked him where it stated that, and that I had already price matched for a refund two other times with no problem. He placed me on hold for a few minutes and came back and said they would price match! So perhaps the new ownership is changing things for the better with customer service. (Although I never really had much of an issue before, but I know in the past I don't believe they would price match Amazon or other online retailers.) Colby
 
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