Announcement: FNM Marine Engines & Mermaid

[Mermaid-Jon]

Just to let you all know that late last week Mermaid / Power Torque signed an exclusive deal with FNM Marine Engines of Italy to market and support their range of engines in the UK.
I don't want this to sound like an advert so won't give you all the marketing stuff - all I want to convey is that if there is anyone out there operating FNM engines then you now have a UK source of support. I am aware that finding the right contacts in the past has been a bit of a concern when dealing direct with Italy.
Bear with us while we get up to speed with the products, but at least there's a friendly voice to speak to at either of our offices and we'll do everything we can to help.
Best regards
Jon

 

[longjohnsilver]

Just to let you all know that late last week Mermaid / Power Torque signed an exclusive deal with FNM Marine Engines of Italy to market and support their range of engines in the UK.
I don't want this to sound like an advert so won't give you all the marketing stuff - all I want to convey is that if there is anyone out there operating FNM engines then you now have a UK source of support. I am aware that finding the right contacts in the past has been a bit of a concern when dealing direct with Italy.
Bear with us while we get up to speed with the products, but at least there's a friendly voice to speak to at either of our offices and we'll do everything we can to help.
Best regards
Jon

Ok Jon, you've decided to post so I'll let you know about my recent experience with Mermaid. My 2 previous boats both had Mermaid engines and I used to get exceptional service from Cyril and his team. Member of the Mermaid owners club, etc.

I now have a boat with Ford Lehmans, very similar to my previous Mermaids, same basic engine. Having been a keen supporter of Mermaid I phoned to ask about a few spares for the Lehmans. I was told that yes there may be some in stock and that the chap I spoke to would phone me back the next day.

That was 2+ weeks ago. I'm still waiting. Not overly impressed. Luckily Lancing have now come up with what I needed.

 

[Sandyman]

Ok Jon, you've decided to post so I'll let you know about my recent experience with Mermaid. My 2 previous boats both had Mermaid engines and I used to get exceptional service from Cyril and his team. Member of the Mermaid owners club, etc.

I now have a boat with Ford Lehmans, very similar to my previous Mermaids, same basic engine. Having been a keen supporter of Mermaid I phoned to ask about a few spares for the Lehmans. I was told that yes there may be some in stock and that the chap I spoke to would phone me back the next day.

That was 2+ weeks ago. I'm still waiting. Not overly impressed. Luckily Lancing have now come up with what I needed.

Only 2 weeks ? You're luck I've been waiting for near on 2 years

I hope Jon does return to this thread so he can read the comments and act on them.

I used to deal with a chap who I recall was called Jason, but when he left a couple of years ago spares supply seemed to go tits-up. Ive got a 2712e from the 70's and needed to identify a heat exchanger with a view to sourcing a replacement. After a few e-mails Mermaid requested engine build number & full details from theirs & Fords tally plates
so they could assist. Despite further e-mails to them I never heard another word. Did a repair job with instant liquid metal in the end.

So also not overly impressed.

 

[Mermaid-Jon]

Hi Guys,
Thank you both for your comments and I'm very sorry to hear that neither of you have received the level of service that I would have hoped for. It is true that we have had some upheaval in the parts area at Mermaid due to staff changes, but I am confident that this has been resolved now.
I will pass your comments on to our divisional manager at Poole - Ed Nugent who you can always speak to if you have any problems and he WILL sort them for you. We take customer service very seriously and once he gets this I know that he will be looking into it.
In terms of your day to day contacts on the parts side you can speak to Phil Bartlett who is the 'team leader', Martin Langton, Samantha Hamill or Richard Hukins (Richard is your best man for the older Ford stuff as he has lived and breathed them for many years). Please bear in mind though that for some of the older Non-Mermaid Ford conversions it is not always easy to track down the exact parts that you need due to the age and lack of data around for some of them. Digital photographs of some of the more unusual / obscure items always help in identification as we can pass them round some of us who have been around the Ford Dorset / Dover engines a bit longer and between us we can usually identify them. For any Mermaid engines you can now access the parts and service manuals for free on our web site if that helps at all.

If you are still not receiving the level of service that you would like then as I have mentioned on the forums before you can always speak to me direct at the Coventry office.

I hope you will both give us a try again the next time you need any parts and / or service and if for any reason we don't meet your expectations then please let me or Ed know immediately.

We can only get better if we get feedback, so I do value your comments.

Thanks & best regards
Jon Townley

 

[omega2]

Further to this, we used to be able to deal direct with Cyril and the staff, these days we get diverted to a 3rd party who deliver the parts. All this does is cost us more money for the bits, i.e a turbo clamp from Mermaid via French Marine £15? I told them to stick it. Shop around lads there are lots of after market bits that will get you out of trouble, even Bowman have started this stupid system, "minimum order" 100 of said part, now who the F wants/needs 100 Header tank??? Theres someting for you to chew on Jon,

 

[Mermaid-Jon]

Hi - I'm not sure what you mean by not being able to deal direct with Mermaid. Obviously we do have dealers around the country that you can deal with because they are local and can possibly offer additional services at a local level, but you can always deal with us direct if you wish.
We don't have a minimum order value system - whatever you want, we will process even though it isn't always economically viable to do so. For example, a 50p part will cost more in packing and shipping than the part itself, but if that's what you want then you can have it.
We do also get hit by minimum order quantities or values by suppliers and in most cases we will just stock the items and ship you what you want / need. Generally the only exception to the rule can be hardware which arrives in bags of 5, 10 or 25 and we tend not to split the bag.
If you have a specific issue just give me, Ed or Phil a call.
Thanks
Jon

 

[omega2]

Hi - I'm not sure what you mean by not being able to deal direct with Mermaid. Obviously we do have dealers around the country that you can deal with because they are local and can possibly offer additional services at a local level, but you can always deal with us direct if you wish.
We don't have a minimum order value system - whatever you want, we will process even though it isn't always economically viable to do so. For example, a 50p part will cost more in packing and shipping than the part itself, but if that's what you want then you can have it.
We do also get hit by minimum order quantities or values by suppliers and in most cases we will just stock the items and ship you what you want / need. Generally the only exception to the rule can be hardware which arrives in bags of 5, 10 or 25 and we tend not to split the bag.
If you have a specific issue just give me, Ed or Phil a call.
Thanks
Jon

Order from Mermaid, and get supplied by French Marine?? whats all that about? in the old days the bits came straight from you. I felt I was getting ripped off so I went elsewhere. I realise we are dealing with engines from the 70's and no one can be expected to carry parts for that length of time, but to get a part with your packaging from another dealer makes me feel he is adding his bit onto the final bill?

 

[Mermaid-Jon]

No, sorry - still don't know where you are coming from on this one. We never direct anyone to a dealer if we can deal with it ourselves and we would not ask a dealer to send parts out on our behalf. If we did not have it in stock or could not get it quickly for any reason then we may suggest trying your local dealer, but that's all.

If you order from Mermaid then you get supply from Mermaid - if you order from a dealer then you will get it from the dealer.

In terms of pricing the dealers set their own levels. We can make recommendations, but they do not have to stick to them.

Jon

 

[omega2]

No, sorry - still don't know where you are coming from on this one. We never direct anyone to a dealer if we can deal with it ourselves and we would not ask a dealer to send parts out on our behalf. If we did not have it in stock or could not get it quickly for any reason then we may suggest trying your local dealer, but that's all.

If you order from Mermaid then you get supply from Mermaid - if you order from a dealer then you will get it from the dealer.

In terms of pricing the dealers set their own levels. We can make recommendations, but they do not have to stick to them.

Jon

Sorry but I ordered from you and then got a call from French Marine telling me they had a part (turbo clamp) for me to collect or they would forward. When I enquired the price I told them to keep it. This could have been a glitch but it did not inspire me with confidence. No explanation was given to me by you, i.e "we do not have the part but will shop around for you" I am able to do this myself.

 

[Mermaid-Jon]

I'm very sorry, but I don't understand this at all. I have spoken to the parts team and they have no recollection of it either.
Please accept my apologies as this is not the way we do things and must have been a hiccup somewhere.
I hope you will try us again and as stated previously, please call Mermaid direct and we'll be happy to deal with your enquiry.
Best regards
Jon