List: trawlers@lists.trawlering.com
From: Albin43Tr@aol.com
TWL: Northern Lights Warranty/Support
Tue, Aug 14, 2001 6:16 PM
nd they recommended I install
a new one of the right size. I informed them that this appeared to be the
original CB, and was, therefore a latent defect. The engineer agreed, but
said I had to take that up with the parts folks. The parts folks, after a
little cajoling, sent me a new CB, despite the fact that I had no idea who
sold or who had installed the unit into the Celestial. The genset was a long
way out of warranty. I installed the CB and it has performed flawlessly ever
since. They made me a happy customer/owner.
Based upon my observations; how most customer service folks respond to
problems is predicated by the manner in which the problem is presented to
them. I usually try to "give them a reason to help me with MY problem".
Doesn't always work the way I would like, but I have had success with
companies when others have become extremely unhappy with the same folks.
Always give credit where credit is due, especially within the company.
In fact, one time, Ford refused to repair my 1965 Ford truck under warranty.
It ran out of warranty on the ALCAN highway, heading south, and was about 700
miles over the warranty mileage when I got to the Ford place in Pasco,
Washington. We had to stay overnight at the Alaska/Canadian Border and the
instruments had all frozen and burned out/broke at minus 62 F when I started
the engine (infrared propane heater under it for about an hour). Also, the
shock absorbers blew all the oil out. The service manager called the Ford
folks and really tried to get them to replace the instruments and shocks
under warranty. I thanked the owner of the company for all the effort his
service manager had put into trying to get Ford to replace everything. I was
in the process of paying the bill - about $400 as I recall. The owner then
called Ford. Ford covered all costs for the instruments under warranty, and
for three new shock absorbers. Ford wouldn't pay for all four (????)
Wayne
M/V Celestial
Albin 43 Sundeck