| This article is a continuation of my previous | | | | why not fix it before it leaves the factory? |
| article examining the terrible warranty | | | | |
| service of US yacht manufacturers. As I | | | | A few months later, I was sailing some 15 |
| describe in Part I, the US yacht | | | | miles offshore in Lake Erie (single-handing |
| manufacturing industry seems plagued with | | | | of course) when the sail track in my high |
| poor customer service. Many terrible business | | | | tech carbon-fiber mast blew apart, dumping my |
| practices seem prevalent, including: | | | | mainsail all over the deck. Great fun -- race |
| | | | over, all alone, offshore, mainsail all over |
| 1. Well known design defects are not | | | | the place, a day and a half motor from home. |
| disclosed until after the purchase is | | | | When I was able to call the Manufacturer, I |
| complete. | | | | spoke with an executive and questioned how a |
| | | | carbon-fiber mast could have this defect. He |
| 2. A belief that saying "we know about that" | | | | told me (you guessed it), "We know about |
| or "it didn't break, it's a design issue" | | | | this. It is a defect in the manufacturing |
| makes things all right. | | | | process." Turns out the sail track is NOT |
| | | | carbon-fiber (missed in their advertising |
| 3. The customer is blamed for design and | | | | literature). That part is plastic and it |
| manufacturing problems | | | | hardens and gets brittle when they bake the |
| | | | mast. Again, I was assured not to worry, that |
| 4. A complete lack of accountability for | | | | they were well aware of the problem and had a |
| factory mistakes and warranty service | | | | fix. Sure enough, they installed a new sail |
| | | | track system that works wonderfully. I am |
| 5. A shifting of effort to the new owner who | | | | still left to wonder why the "fix" isn't the |
| must deal directly with the manufacturer's | | | | standard. |
| suppliers and act as a general contractor to | | | | |
| get warranty work completed | | | | I've saved the best for last. My |
| | | | roller-furler never worked. Despite dozens of |
| My next boat was a significantly more | | | | calls from the first months I owned the boat, |
| expensive racer / cruiser purchased from an | | | | there were always excuses why it couldn't be |
| Ohio based manufacturer that builds both the | | | | looked at -- "the mast needs to be dropped, |
| racer / cruiser line and also a line of more | | | | we're busy with boat shows, we're getting |
| expensive cruising vessels in the same | | | | boats ready to launch, etc." After 18 months, |
| factory. Despite going more "high end" with | | | | the manufacturer finally agreed to examine |
| my purchase, the problems were worse. | | | | the unit since there was "a known issue with |
| | | | this furler on my model yacht." However, upon |
| After a short time sailing, I noticed the | | | | examination, we shifted to excuse number two |
| steering wheel provided no feedback and was | | | | -- it was my fault. It appears that my very |
| extremely difficult to turn. I could do it | | | | presence stepping on the vessel had damaged |
| with some effort and my football-playing | | | | the unit and it had to be replaced. I was |
| oldest son could too, but my other children | | | | forced to buy another model furling unit and |
| weren't strong enough to steer the boat. I | | | | a new forestay, but low and behold, this one |
| called the Dealer, but he absolutely refused | | | | also didn't work on my boat. The rigger (not |
| to assist in any warranty related issues and | | | | a factory employee) who installed the new |
| forced me to work directly with the factory. | | | | unit noticed the forestay tang attachment to |
| The Manufacturer did not like answering the | | | | the hull was in the wrong place. Subsequent |
| phone or returning messages, so it took weeks | | | | measurement showed this factory defect to be |
| (and dozens of calls) to get someone. | | | | the underlying cause of the furler failure. |
| Finally, I described the problem and was told | | | | Despite this smoking-gun, the manufacturer |
| "yes, that boat has an issue with the rudder | | | | still refused to acknowledge the defect or |
| bearings. They swell when they get wet." | | | | reimburse me for the new forestay and furler |
| Huh?? You know about this? "Yes," I was told. | | | | (which was now indisputably a warranty |
| "Don't worry, we've developed a solution." | | | | problem) until I got an attorney involved. |
| Sure enough, the Manufacturer came out and | | | | It's now been more than 2 full years, I still |
| fixed the problem in an afternoon and the | | | | don't have a working furling unit. Guess how |
| boat could now be steered without weight | | | | many more of their boats I'll buy in my |
| training. Although the question remains -- | | | | lifetime? |