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Old 07 May 2014, 07:54   #61
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Simon,

I applaud you coming here to put your point of view across, as It cannot be easy after some pretty tough comments were made before you entered the debate, which may have made some peoples minds up already.

I myself have not had any dealings with your company, and cannot speak from experience, and can only go on what others, and yourself have written on this thread.

I was not trying to be rude or acidic, it was a question that came to me after reading your response, which you have answered, which in itself leads to further questions.

As a major importer and high profile business, (I have seen your company advertised in a number of places) then your reputation is important to you, and I would have thought it important that all of your products would be thoroughly PDI'ed before sending out to a customer. In any event mistakes happen, and in this case if the boat was wrong, and the engine right, maybe a new boat could have been ordered, or a different engine sourced, if it is able to fit in a boot of a car, but at all times being able to keep friendly, calm, and factual communications open is important for all sides.

People may jump to conclusions rightly or wrongly if they are not in possession of all the facts, or feel that something is being withheld.

I can only speak as a prospective customer ( aren't we all?) and a good after sales service is very important to me rather than the lowest possible price.

Being defensive and trying to justify some decisions, that on the comments here, might seem a bit suspect is not showing us what positive steps you will do to correct the situation with regards to the PDI checks and some of the earlier comments made.

I hope you are able to resolve this issue, and wish you success in the future.
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Old 07 May 2014, 08:14   #62
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This is not intended as a criticism of Highman Marine, who I have not had any dealings with, so no axe to grind.

It is just that the subject matter has piqued my interest.

Presumably, to get the CE mark etc the Ribs are tested as a finished production article? When a transom is modified by an agent, would that not invalidate the testing? Which could presumably have a knock on with any insurance claim if the modification was implicated in a claim. I guess it would also affect the warranty issued by the manufacturer?

I modify vehicles for a living and this is always a difficult area. We issue an engineers report, which generally keeps the insurance company happy and if it is very oddball, they will send their own engineer down before agreeing to insure it.
I wondered whether the same is needed for boats?
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Old 07 May 2014, 08:23   #63
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Simon, as a business owner as stated before, If it was me!! I would without and further issues over this, collect and fully refund the customer, firstly. Then show the forum and many members that you can and will do right, hands up it’s a complete cock up, BUT the cock up is not the problem you face right now. You need to show ALL how a company can and SHOULD put this right. A written apology in the next issue of Powerboat & Rib magazine to all readers, you need to get saving grace now, no more kicking from each sided, time to re-solve and show you can accept an error. The choice is left in your hand, make a company out of this of face an unforeseen future, If I was in your shoes, I would be doing this without any further hesitation... Show the forum you can come out with some pride, and keep customer service your number one focus.
Good Luck to both parties.

Jason.
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Old 07 May 2014, 08:45   #64
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RNLI Boats

Hi
Have been to the RNLI“s Inshore Lifeboat Center where all the inshore boats are built and if my memory serves me well i went to the Isle of Wight not China!!

Bob
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Old 07 May 2014, 09:07   #65
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hi landlockedpirate

thanks for your considered (in the most part) opinion

but i think this remark is un-called for and quite un-fair:
"justification for letting your apprentice loose with a jigsaw and a tube of silkaflex on the transom."
although slightly amusing i must admit.

if you know us then you know we would only offer this option if we were 100% certain that the strength and safety of the craft is in no way compromised, and as we have done it many times over a number of years, it is proven to be as strong or stronger than long shaft, and completely water tight. i make no excuse for this work as none is warranted. i will be doing one next week for a customer, and i will post the procedure here with images for your appraisal.

the outboard paintwork (as i immediately admitted on inspection of the images) is sub standard and should not have been allowed out. for which, i apologise un-reservedly. The week up to bank holiday is always hectic, and the paintwork was not checked carefully by one of the engineers before Chris collected on saturday. so hands up there.

hi thomas and tonto
thanks for your remarks, you are both of course right, positive feedback is nice, but you dont need to know when you are going right. i will certainly make sure QC is tightened even further in future. and heed all genuine comments as they are meant - as constructive

you both make an interesting point about pdi'ing the inflatables though, i would like to ask any other inflatable boat retailers on here for their feedback on a point you and a couple of others have raised and that is: do you open and check inflatables before sending them out?
we do not as they are all inflated for 1 week then pressure tested and QC checked at the factory before boxing up.

tonto: of course i am defensive - this business is my pride and joy and my customers are my lifeblood, i didnt sleep a wink last night with worry. we get at least 50% of our new business through recommendation, it is the thing i work hardest for so to say this barrage has come as a shock is an understatement.

Chris
you're obviously not satisfied with the service you have received form us and i completely understand why. i am trying my hardest to see you right. the RNLI dont use our boats, the fire brigade do, my dad doesnt deal with the inflatables so he wouldnt know that, if you want proof that the fire brigade use long shaft transoms on their seapro boats i can show one to you, or give you the contact details of the chief water rescue trainer if its important to you. that however, doesnt explain why we have a whole batch of long shaft 430HD's here now though. that was a mistake in the manufacture. i once again apologise for the paint work on the engine, that's not good enough.

Rokraider: good question, the CE certificate does not bare reference to the shaft length, but the 430HD was originally made and CE tested as short shaft, so the swamp test and load test was done with the short shaft transom.

Jason: when chris called me on tuesday morning, after he had described the faults i asked him what he would like to do, he said that he wanted to bring the whole outfit back for a full refund, i immediately agreed to this with no hesitation. that was before i heard from a friend in the trade about this thread. the right thing had already been done. i firmly believe, in business and in life you should treat others as you would have them treat you.

i hope this covers everything, i'm going for a lie down

best regards

simon
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Old 07 May 2014, 09:14   #66
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Disastrous start with new boat, need some advice.

Quote:
Originally Posted by simonhigham View Post
.....

Pikey Dave:

i don't think thats a fair comment so i will not answer that. i am not in the business of trying to fob people off with anything

........

fob2
fɒb/
verb
verb: fob; 3rd person present: fobs; past tense: fobbed; past participle: fobbed; gerund or present participle: fobbing
deceitfully attempt to satisfy someone by making excuses or giving them something inferior.
"I was fobbed off with bland reassurances"
synonyms: put off, stall, give someone the runaround, deceive; More
give (someone) something inferior to or different from what they want.
"the second-rate products fobbed off on many beer-drinkers"
synonyms:impose, palm off, unload, dump, get rid of, foist, offload, inflict, thrust;

Simon, by Ribnet standards, this has been a measured & balanced thread. You've been handed a perfect opportunity to put things right & go some way to restoring your reputation. IMHO, however, you blew it.


Scent from my iBone sow iguana any typos whore bed spillings
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Old 07 May 2014, 09:38   #67
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Quote:
Originally Posted by simonhigham View Post

Rokraider: good question, the CE certificate does not bare reference to the shaft length, but the 430HD was originally made and CE tested as short shaft, so the swamp test and load test was done with the short shaft transom.
Simon: Not being in the boat business, I am not familiar with what the CE testing involves.
I was pondering whether chopping about structual parts of the boat had any bearing on the CE mark, if it is done after manufacture and hence has not been subjected to the test and inspection that gained the boat the CE approval in the first place?
I understand what you are saying regarding the swamp test etc, but I was looking at it from a structual point of view.

I think stuctually modifying boats is an interesting question and will start a new thread elsewhere rather than in here.
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Old 07 May 2014, 10:30   #68
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Hold your horses Boris! He's apparently already been offered a full refund.
Great result, thats the way I would go, full refund and go elsewhere, may avoid more issues in the long run.
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Old 07 May 2014, 10:38   #69
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If Simon has agreed with the customer, does this need to carry on, let them sort this out and lets all move on, hopefully this is a wake up call for the future...
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Old 07 May 2014, 12:37   #70
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Quote:
Originally Posted by simonhigham View Post
i would like to ask any other inflatable boat retailers on here for their feedback on a point you and a couple of others have raised and that is: do you open and check inflatables before sending them out?
we do not as they are all inflated for 1 week then pressure tested and QC checked at the factory before boxing up.

Well, considering you also stated:
Quote:
i bent over backwards for you during the chinese hull problems you had. I ended up £3000 out of pocket on your boat alone, but i still kept my word to you.
andy hadden: your boat was from the same batch as steves and we refunded you in full aswell. this chinese manufacturer took us for over £20,000 and nearly put us out of business
It would seem to me that, as a business owner, if you have experienced problems with manufacturers before, it may behoove you to start assembling and checking things, rather than acting as a reseller and simply forwarding manufacturers boxes.

One question I have: Is the "package" you sell simply a collection of components that should work together, or is it a complete working boat? I get the impression from this thread that it is the former. If that's the case, that would seem to be inviting problems (perhaps evidenced by the OP's experience?)

jky
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