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From: cirejay (no email)
Date: Thu Jul 06 2006 - 14:46:41 EDT
--- In , Ahmet <ahmet at dot dot dot > wrote:
>
> A friend of mine, Chris Ferrer, sent his sails to Sailcare last
winter. The season here in the Northeast is short, and July 4th
marks the middle of the season. Although promised to be returned
sometime early May,
> he STILL HAS NOT RECEIVED his sails back.
> He has been continuously on the phone with them, is totally
frustrated of having lost half of the season.
> They promised that they would have it shipped 2 weeks ago.
> WHen they did not arrive... he called them again ... their
answer was:
> The person fixing your sails died...
> So it was delayed again.
> I find this totally unacceptable, and very bad business.
> I would strongly suggest not to use sailcare.
> This is absolutely unacceptable
> Ahmet
> www.sailnomad.com
>
I was concerned to hear this as I've heard nothing but good things
about Sailcare. I first used them in the mid 80's when I lived in
Pittsburgh and sailed out of Erie PA. Pittsburgh is not that far
from their operation in, I believe Ford City, PA. A hot bed of
sailing:-).
I have absolutely no financial interest in Sailcare. I do have an
unending interest in getting to the root of things. Anyway, I
emailed Jerry Fultz for his reaction and have copy/pasted it below.
eric S/V Nebaras
Hi Eric,
Appreciate the note on Mr. Ferrer. AH YES, Mr. Ferrer!
Mr. Ferrer's sails arrived and were checked in on the 7th of March.
The letter that came with the sails gave us authorization to proceed
with processing and repairs if the work on needed repairs would not
exceed $200.00?
It was determined that the Jib was rotten and no amount of work
could restore it to usable/safe condition.
The main was also in bad shape and needed close to $400.00 in
repairs + the cost of cleaning and processing.
An estimate invoice was prepared including pricing for a new
replacement sails and the sails were put on hold waiting for Mr.
Ferrer to call so that we may discuss his sails.
During this period of the year, from December 1st till near the end
of April, we inform everyone that our turn around time is running 12
to 14 weeks. Mr Ferrer was well aware of this. You can do the
math, from the date the sails were checked in 3-7-06, + 12 to 14
weeks brings you close to the end of June. He did not respond to
our estimate that was sent out a week after the sails arrived till
the 10th of, April a 5 week set back.
His response asked us to look over the sails again and see if their
was anything that could be done to make them usable for 1 or 2 more
seasons.
Looking at the condition of the sails I advised him that this would
indeed be sending good money after bad and he should not put any
dollars in these old sails.
He advised us to let the jib go and do what we could to make the
main usable.
We looked it over and informed him that it would take a lot of work
and that we could not guarantee the sail would hold together and
that I was sure we soul run into more problems as we got into the
project.
He agreed and told us to do the best we could.
Well by now it's near the end of April. We sent the main to be
cleaned and processed which was now running 3 to 4 weeks with the
back log we had at that time.
He was now starting to pressure us to hurry and get it done. He
said he sent the sail to us in February and expected them back in 6
to 8 weeks. I politely told him this was not true and again told
him our what our turn around time was running and has always ran
this time of the year. We have 7 trained professionals in our loft
but only 3 that I would give a sail like this to perform magic which
is what this sail needed.
It is not true that he was told his sail would be ready in early
May. After a plan was decided on he was told that they should be
ready the middle of June. The sail was given to Sheila, a 10 year
veteran in our loft and a great artist for a job that needed to be
done on his mainsail. She did get started on his sail but kept
running into more work that needed to be done. I had quoted him a
price and instead of going back to him for more money we decided to
just get him done and out of the loft.
We did indeed miss the middle of June and we informed him of the
problems we were running into and that we felt sure he would have it
by the end of the month.
On the 24th of June I got a call from one of my staff that Sheila
had an unexpected stroke and that they had not been able to revive
her.
This caught us all by surprise. We are a very close family that has
been working together for many years, it really knocked us back.
We only worked a 1/2 day on the following Tuesday and we were closed
down most of the day on Wednesday.
Thursday & Friday were pretty grim around here but we got thru and 2
of the gang worked on Saturday to help us get back on schedule.
Mr. Ferrer's order went out on Monday the 3rd and I must say it
looked darn good considering what we had to work with.
Well that's the story. A little different than the story you got
but we document every conversation and date every contact with
customers so I was able to pull the file and reconstruct the events
that took place.
Thanks for the heads up.
Sincerely,
Jerry K. Fultz
Director of Operations
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