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From: Larry DeMers (no email)
Date: Mon Aug 02 1999 - 08:40:28 EDT
Dave,
Did you buy with a credit card? If so (and this is why I always use the cards
when buying anything expensive)..you have insurance usually, offered by the
card company. Call them and get them on your side too.
Good Luck,
Larry DeMers
s/v DeLaMer
Dave Benjamin wrote:
> Hi all,
> Has anyone else on the list had a difficult time dealing with the customer
> service folks at Simpson Lawrence? We have had a hell of a time so far.
> Our 12 volt V-3000 electric windlass failed after not too many cycles. It
> turned out that the armature has an electric brake that relaeases when power
> is applied. I guess this is to keep things from turning when you don't want
> them to. Unfortunately the brake that was originally supplied with the
> windlass was a 24 volt brake. Thus the brake never released because the unit
> itself is a 12 volt unit. When the brake finally fried it siezed up the
> armature.
> It took me a full week of phone calls to finally reach a live person. I
> think he must have picked up the phone line by accident because they
> routinely transfer you to voice mail and then don't bother to return calls.
> After a bit if haggling I got them to send a 12 volt brake and and some
> brushes. Initially they wanted me to pay for the brake but I refused since
> it should never have been sold with the wrong brake in the first place. The
> brushes I paid for since I wanted some spares. When the package arrived it
> was instantly obvious that everything was for a smaller windlass. I guess
> even when you give them a model and serial number they don't know what fits
> what.
> Since I discovered the error it was back to the phone for more customer
> service roulette. Naturally they are ignoring my voice mail as they did
> before.
> On Monday I am going to try a new tack. I think I'll try and reach the sales
> manager and see if he has any clout. I'm thinking that if I make it clear
> that I will make his job more difficult with a letter writing campaign to
> various publications warning consumers about Simpson Lawrence that perhaps I
> will be the proverbial "squeaky wheel that gets the grease."
> If anyone else has had similar problems with Simpson Lawrence feel free to
> drop me an email.
> Windlass-less in San Francisco Bay,
> Kathy and Dave Benjamin
> Aboard S/V Entropy
> A Freedom 39 catrigged ketch
> Grand Marina, Alameda, CA
> http://www.optimalsolutions.com/sailinks.html
>
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