I think generally speaking, the levels of customer service in the retail side of the marine industry are appaling.
I have had bad service from rib manufacturers and a heap of online chandlers. The biggest let down of all of them is time, only 3 weeks ago i ordered some new jackets and trousers and was told delivery was within 3 days of ordering. 5 days later i emailed to ask where my stuff was to be told that it hadn't been dispatched. No apology was even offered. My business will go elsewhere now. I get better service from ebay sellers!!!!
I won't go into the list of issues with Ribcraft as I am bored to tears of it all, but for the money i spent, I couldn't believe the lack of aftersales care and still find it astounding to this day.
I have now bought a new Humber from ian sharlott and jono garton who are on here (PPS). They have done everything they can to get my order correct, it was delivered early and exactly to specification. They were helpful beyond what I expected for a boat half the cost of my ribcraft and i recieved in excess of twice the service. It is a real shame that for a boat as well designed and built that this side of the business lets it all down. As company's grow, they lose sight of what made them successful in the earlier days when they did value each and every customer.
The rest of the industry need to wake up to the fact that customer service does matter, customers will walk away from companies who treat them like cr@p and their business will suffer in the long term.
I am sure like there are company's whose customer service is poor, there are some that are good. I know where my money is going in future.
Off my soapbox now and well done ian and jono!!