If you took delivery of a $25,000 car and found four or five manufacturing defects in the first couple of months, how would you feel? Suppose that vehicle was a $50,000 car. Now suppose it's a $125,000 boat. Wouldn't you expect it to work when you took delivery? And that you would supported by the manufacturer if it didn't? I know I did. This article is a summary of issues I've had with brand new boats I've purchased -- and the treatment I've received from the boat manufacturers. You will notice certain themes to the issues that seem to be endemic to the US yacht manufacturing industry. I just don't understand why. All stories related in this article are true.
My first experience was a new 35 footer purchased from a production yacht manufacturer based in Florida (I proudly purchase all my vessels from US manufacturers.) I had told the Dealer that my intention was to use the yacht for family cruises, "round the cans" racing and the occasional more serious race, and was assured that this was the right boat for me. With my excitement at getting my first new keelboat, I took delivery early in the season and began putting the boat through its paces. A number of small trim issues developed immediately and the Dealer did a great job of tweaking and tuning -- so far so good. But major issues occurred shortly thereafter. First, I noticed the autopilot (a very popular wheel drive mechanism) failed in any wave over 2 feet and in winds greater than 10-12 knots. The Dealer spent hours with me on the water, but all adjustments to the autopilot were futile. Something was wrong and it was time to call the Manufacturer. The call was shocking. The Manufacturer very calmly told us that "the configuration was not designed to handle those conditions." I asked what owners do when they sail in those conditions and was told "people who buy our boats don't sail in wind conditions greater than that." I thought he was joking, but it was all too obvious that he was serious and was ready to let the matter drop. After much cajoling, letters, and reminders about their advertising claims, they told me it was "a design issue and I should speak with their vendor because they couldn't do anything." I didn't find this suggestion satisfying. Now maybe my standards are too high, but if my new car doesn't go faster than 35 mph, I expect if fixed. I certainly don't expect to be told "it's a design issue" and referred to the drive-train supplier for a re-design. I guess the yacht industry works differently. Since the yacht manufacturer wasn't budging, I had no choice but to deal directly with the supplier tech rep in Michigan -- who apparently took his customer service cues from my yacht manufacture. After several efforts, it became clear that the manufacturer was right - the boat design did not allow an autopilot to be used in winds greater than about 12 knots. Sure wish that had been disclosed prior to the purchase.
The problems continued. Every time we put the cruising spinnaker up, the halyard broke near the top of the mast. The Dealer was quick to replace the halyard, but did nothing to address the root cause of the problem. A quick look at all three halyards seemed (at least to me) to indicate that it was being sliced by something (since it was a very clean cut) near the mast top. I was assured, however, that I was the problem. "It's the way you're trimming." Now, I'm not an America's Cup racer, but I was pretty sure that I wasn't trimming in such a way as to slice a halyard. The manufacturer disavowed any problem and the dealer would not even go up the mast to examine the issue (their rigger actually told me he was afraid of heights). The truth would come many months later when we found a defective metal lead at the mast head that had been slicing the halyard.
These issues highlighted several attitudes / problems that seem to be prevalent throughout the US yacht manufacturing industry:
1. Well known design defects are not disclosed until after the purchase is complete. 2. A belief that saying "we know about that" or "it didn't break, it's a design issue" makes things all right. 3. The customer is blamed for design of factory-caused problems 4. A complete lack of accountability for factory mistakes and warranty service 5. A shifting of effort to the new owner who must deal directly with the manufacturer's suppliers and act as a general contractor to get warranty work completed
The US auto manufacturers figured out long ago (although not until significant market share was lost) what happens when you continue to ship products with known defects and take your customer for granted. I hope the US yacht manufacturers learn soon.
1. Well known design defects are not disclosed until after the purchase is complete. 2. A belief that saying "we know about that" or "it didn't break, it's a design issue" makes things all right. 3. The customer is blamed for design and manufacturing problems 4. A complete lack of accountability for factory mistakes and warranty service 5. A shifting of effort to the new owner who must deal directly with the manufacturer's suppliers and act as a general contractor to get warranty work completed
My next boat was a significantly more expensive racer / cruiser purchased from an Ohio based manufacturer that builds both the racer / cruiser line and also a line of more expensive cruising vessels in the same factory. Despite going more "high end" with my purchase, the problems were worse.
After a short time sailing, I noticed the steering wheel provided no feedback and was extremely difficult to turn. I could do it with some effort and my football-playing oldest son could too, but my other children weren't strong enough to steer the boat. I called the Dealer, but he absolutely refused to assist in any warranty related issues and forced me to work directly with the factory. The Manufacturer did not like answering the phone or returning messages, so it took weeks (and dozens of calls) to get someone. Finally, I described the problem and was told "yes, that boat has an issue with the rudder bearings. They swell when they get wet." Huh?? You know about this? "Yes," I was told. "Don't worry, we've developed a solution." Sure enough, the Manufacturer came out and fixed the problem in an afternoon and the boat could now be steered without weight training. Although the question remains -- why not fix it before it leaves the factory?
A few months later, I was sailing some 15 miles offshore in Lake Erie (single-handing of course) when the sail track in my high tech carbon-fiber mast blew apart, dumping my mainsail all over the deck. Great fun -- race over, all alone, offshore, mainsail all over the place, a day and a half motor from home. When I was able to call the Manufacturer, I spoke with an executive and questioned how a carbon-fiber mast could have this defect. He told me (you guessed it), "We know about this. It is a defect in the manufacturing process." Turns out the sail track is NOT carbon-fiber (missed in their advertising literature). That part is plastic and it hardens and gets brittle when they bake the mast. Again, I was assured not to worry, that they were well aware of the problem and had a fix. Sure enough, they installed a new sail track system that works wonderfully. I am still left to wonder why the "fix" isn't the standard.
I've saved the best for last. My roller-furler never worked. Despite dozens of calls from the first months I owned the boat, there were always excuses why it couldn't be looked at -- "the mast needs to be dropped, we're busy with boat shows, we're getting boats ready to launch, etc." After 18 months, the manufacturer finally agreed to examine the unit since there was "a known issue with this furler on my model yacht." However, upon examination, we shifted to excuse number two -- it was my fault. It appears that my very presence stepping on the vessel had damaged the unit and it had to be replaced. I was forced to buy another model furling unit and a new forestay, but low and behold, this one also didn't work on my boat. The rigger (not a factory employee) who installed the new unit noticed the forestay tang attachment to the hull was in the wrong place. Subsequent measurement showed this factory defect to be the underlying cause of the furler failure. Despite this smoking-gun, the manufacturer still refused to acknowledge the defect or reimburse me for the new forestay and furler (which was now indisputably a warranty problem) until I got an attorney involved. It's now been more than 2 full years, I still don't have a working furling unit. Guess how many more of their boats I'll buy in my lifetime?
Dave Bello has sinced written about articles on various topics from Boating, bowling and Boating. Capt Dave Bello is President of Fair Wind Sailing School, an ASA affiliate . This article is continued on the. Dave Bello's top article generates over 4400 views. to your Favourites.