Is it just me ...?

[SeldomHere]

Is it just me or does the boating/marine industry have a real problem with customer service?

I have reached out to various marine shops, course providers, and manufacturers over the past month and the response times are bad to no reply at all. I have used email and WhatsApp, and had the same result. I would have thought given the current economic climate they would be fighting over business.

I would be out of business if I had the same attitude and response time.

Is this something I just have to get used to in the industry?

[Tyger]

I started from scratch 18 months ago and bought everything new plus my PB2 course and only had one poor experience everyone else was excellent.... all be it delays in engine and boat arrival, but that was coivd which was out of their control.

[SeldomHere]

Can't say it's something I've noticed here in the UK, although some firms are still struggling due to staff absences from Covid, staff working from home, etc. I don't know how things are in HK though.

I must admit, if I have a query that's not answered on the website I tend to pick up the phone and call them, which generally gets a quicker response and is more personal, rather than email. I only use WhatsApp for family contacts, not something I'd think of using it for business. I think the problem is that some businesses get inundated with email messages and may struggle to identify the priority ones, also a small business may only attend to them once or twice a day whereas they'll usually pick up the phone straight away.

[SeldomHere]

Thanks for reminding me how much of a foreigner I have become Roger! Over here it is WhatsApp (or WeChat) for everything. I avoid the phone as my Cantonese sucks. I tend to forget the UK speaks English on the phone lol!

As it happens, I got a reply from the HK company today, even though they were the last ones I contacted. I may give the UK ones a call tomorrow .. better top up my Skype credit in preparation. Going to be an exciting adventure using the phone again and I will have to brush up on my English and break out the "telephone voice" haha.

I get the small business side of things as I run several small businesses, but unless I am in a meeting or with a client (or god forbid with the wife), emails get answered. I guess it is another cultural thing that I have picked up in Asia without realising.

As a side note, looks like getting a FRIB over to HK is a bigger challenge than I thought so may have to opt for plan B and look hard at the Takacat 460 LX again.

[SeldomHere]

Have you rung foldable Rib HQ at Southampton?
Tel 023 8098 8783

Steve Bruce or known on here as @FRIBBER is the managing director there.
If there’s a way, Steve will sort it for you.

Martin

[SeldomHere]

Thanks Martin, I will give Steve a call later today. Hopefully we can sort out a FRIB somehow! At this stage I just want to get out on the water and am 90% convinced to pull the trigger on a Takacat. Patience was never a strong point of mine lol.

This is the view from my WFH desk in my garden ...

Water is calling me!

[sonny1]

OK, now I am really jealous! I can see why you are so keen to get out there.

I also have a sea view from where I'm sitting here in my front room at our house in the East Neuk of Fife. I overlook the North Sea at the entrance to the Firth of Forth but I can tell you it looks nowhere near as inviting as your view! It's blowing a hooley and the chill factor is around 3C.
As an unashamed fair weather sailor it'll be another good few weeks before I'll be braving the elements on the water here.

[sonny1]

same as you @rogerblack ,, another few weeks , and i do my boating in the sunny south

[Tyger]

and for me.... only ever wear a wet suit.lol

[Martin]

And me…
Moving house finally in three weeks time, then the FRIB must get some TLC.
I think the first outing will be a day trip up Ullswater

Martin