Two Fish has needed a few fixes and we have performed many upgrades over the past two years. Here is how we rank the subsystems’ providers after-sales support. This is not a representative poll so we would like to hear from others on their experiences with marine manufacturers.
Harken (winches, blocks, main sail cars)
We had a bent stripper and damaged jaws in the early days of Two Fish. The company was very helpful via email on diagnosing the problem and getting the parts ordered. Their inability to ship to Brazil, not uncommon for companies, is the only thing that holds them back from a perfect score. In Florida we upgraded the main sail cars and Harken was very helpful in recommending the correct combination of parts.
Score 9/10
Selden (rigging)
Selden pro-actively replaced our original Reef Lines, including arranging for a rigger in Trinidad to come aboard. They also pro-actively adjusted the angle of our furler. The president of Selden USA has been super-responsive in answering our questions on worn out parts and rig questions.
Score 9/10
Quick (water heaters, capstan)
We have worked with Quick on problems with our chain counter (installation issue). Quick USA are quick to respond with very thoughtful answers. They got us a spare sensor and magnets as we debugged a problem which turned out not to be Quick’s fault.
Our second interaction with them was to buy new hot water heater release valves. The current valves leak a small amount of water as tank pressure increases. The replacements were easy to order.
Finally we got plenty of quick replies helping us change our gypsy, actually wildcat, to accommodate the new G43 chain. We decided to install 80 meters of 5/16′ (8mm) G43 chain which requires us to change the wildcat.
Perfect service but not perfect pressure valves prevents a 10 out of 10.
Score 9/10
KVH
The KVH is our source for internet while at sea. This technology could be very complicated but between Gail’s huge brain and KVH’s great customer service, the unit has been easy. On delivery of the boat the unit was not activated properly so we had to call KVH. They emailed us the solution but we did not act on it as we were busy with other things. Two days later they emailed us asking if we had problems since they had not seen us on the network. Wow, that is follow up. Since then we have worked with them on missed software upgrades because the unit was off while transiting the US East Coast. Again, they were efficient. KVH can remotely control the satellite unit when in need of service so you never need to find a local dealer.
Score 10/10
Sea Recovery
We were shocked at how bad the experience with this company was. They do not have a dealer network in Brazil or maybe anywhere. When a dealer did board, they spent half the time complaining how they hated the company and the other half asking me how the unit worked. The dealer even emailed us 6 months later asking for help having his bill paid by Sea Recovery. They were not open about a known problem with the water maker that would have saved us hours of headaches. In their defense, the main office in the US did work hard at times trying to help, but still not enough. This low score could have been lower. Since our fix, the unit has run like a dream.
Score 3/10
Furuno
The best way to get service from Furuno seems to be via their forum where Johnny Electron will usually give timely responses. (Johnny was helpful with questions about velocity made good and velocity made course) Furuno is always at the boat shows with some helpful people who answered our early questions. (How to turn off the fish finder or fix a stuck button on the autopilot).
Furuno, however, fell down in the early days of the TZ Touch units. They had a major glitch in the map distribution web site which was producing corrupt files. The plotter would crash or freeze once a day. We felt Furuno was denying this issue which affected 100% of the Antares. Finally, Furuno realized the source of the problem, but did not publicize it properly. Unit working 100% now but still a bit irritated with their piecemeal service.
Score 5/10
Fusion Stereo
After owning the boat for a year, we got around to investigating why the stereo had a strange orange bar appearing occasionally on the screen. A quick email to Fusion, and they informed us that they would fix the unit. I told them I was a full time cruiser and could not afford the time for the turn around. We brokered a deal where they would send a new unit and charge the credit card until the old unit was returned. The process was good but could have been smoother.
Score 8/10
Vesper AIS
We have never fixed something with a kitchen pot but that was the advice Vesper gave us to block the AIS’s antenna for a proper software update. The advice worked like a charm. The company is in NZ so plan on working on the unit at night to reduce the turnaround time. Friendly staff, but when will the anchor alarm upgrade be released?
Score 9/10
Onan
Companies can deliver service from headquarters or from a dealer network. Electronics are easier to do centralized while bulky stuff like engines tend to be better served by a network. A strategy of neither will fail for sure. Emails to Onan central will get a response of please seek advice from a dealer. But Onan dealers are hard to find, and the dealers do not seem to have experience with the product. Our Onan has been running well so that is very good news but the service is skimpy at best.
Score 4/10
Volvo
Volvo also follow Onan in a dealer network strategy but they actually have plenty of very well trained dealers. It is worthwhile to get the shop manual for the Volvo engines to better understand their construction. Volvo parts and service centers are not that hard to find with a bit of planning. I would score them higher if the Volvo headquarters helped, but their dealers are strong.
Score 7/10
Spinlock
They sold us our auto inflation vests and our line clutches. The vest side of the business has offered much help on replacement cartridges and other questions. But the clutch side of the business was not helpful in our questions about the always open feature.
Score 6/10
Victron
We have had a few chances to talk with Victron about the solar charger, the inverter charger and the possible installation of a transformer for cruising in Australia. They quickly replaced our broken solar charger and did not require us to mail the broken unit back to Victron. The service was speedy and done via email, my favorite. I wish I had sorted that problem out much earlier. They also have some tech support folks that can really go the extra mile and advise us on plans to make the boat 220 volt prepared. They do not have a dedicated support network, but the electricians who we have come aboard start by reading the manual.
Score 8/10
Winslow
Our salesman was responsive and helpful when the check was being written. Since then, we discovered that Winslow only services liferafts in the US. Perhaps he could have alerted us to this when we told him we were sailing from South America? What liferaft company doesn’t have a rep in the Caribbean. When I emailed him, he would not respond and when I called the company they were less than helpful. Since liferafts should be tested every few years, make sure you know your manufacturer’s service areas before you buy.
Score 0/10
Brownies
The diver compressor folks are located in Fort Lauderdale. They have done a modified version of a common German dive compressor. It is fairly technical stuff so I would not ask many folks to work on the system. Our initial unit had a faulty 3 phase motor. Brownies came to the boat multiple times and finally solved the problem. The machine has been reliable since then but Brownies stuffed me with part of the fix-it bill. Great service, but a hefty hit to the wallet lowered the score.
Score 6/10
Antares
The only help network that is 24 hours. The presidents of the company will reach out with almost any type of help they can offer. The topics are not limited to their product but also seamanship, must see places to visit and food advice. Many boat builders after sales service is limited to “their” part. Send you off to fight with the electronics firm on your own. Antares stands behind the whole boat long after the warranty is over.
Score 10/10