Chatham Marina

[Plum]

Chatham Marina lock has failed. They are waiting for a part and if it does not arrive today (Saturday) it will not be fixed until Monday. The waiting pontoon outside is nearly full and those boats are now being charged. So if you are planning to sail to Chatham suggest you check before setting off.

www.solocoastalsailing.co.uk

 

[Concerto]

Being a berth holder at Chatham, I am surprised not to have received an email about the lock and there is no comment on their web page. Luckily for me I am in Cheshire and do not need to use the lock.

 

[Concerto]

Received the following email from Chatham Marina at 16.09 today, Sunday.

Lock Closure Update -

As you may be aware an electrical fault had occurred on Friday closing the lock operation. Engineers were on site the same day and the parts to rectify the issue ordered for Saturday delivery. We have had conformation this afternoon that the part will now arrive tomorrow (14th August).

We are expecting the engineers to resolve the electrical issue with the lock tomorrow and will update once the lock is fully operational again. Please do like the Facebook page to keep up to date. If you need to leave the marina please call the office and leave vessel name and length so we can start planning locks and get you all out accordingly

We apologise for the disruption and inconvenience this has cause you over the weekend and thank you for your patience.

Why do so many companies assume you follow them on Facebook? I certainly do not have a Facebook account.

 

[Plum]

Received the following email from Chatham Marina at 16.09 today, Sunday.

Lock Closure Update -

As you may be aware an electrical fault had occurred on Friday closing the lock operation. Engineers were on site the same day and the parts to rectify the issue ordered for Saturday delivery. We have had conformation this afternoon that the part will now arrive tomorrow (14th August).

We are expecting the engineers to resolve the electrical issue with the lock tomorrow and will update once the lock is fully operational again. Please do like the Facebook page to keep up to date. If you need to leave the marina please call the office and leave vessel name and length so we can start planning locks and get you all out accordingly

We apologise for the disruption and inconvenience this has cause you over the weekend and thank you for your patience.

Why do so many companies assume you follow them on Facebook? I certainly do not have a Facebook account.

They were obviously hoping most of their customers do not use Facebook but after many complains here they had to do a full email to all their customers. Three days with no access in or out. Hope they fix it this morning.

www.solocoastalsailing.co.uk

 

[RivalRedwing]

Imagine you had driven a couple of hundred miles for a weekend's sailing......

you can identify the companies with good customer focus by the way they react when something goes wrong

 

[xyachtdave]

If you did follow the berth holder’s page on FB Concerto you’d notice much unhappiness about the way the lock closure was/wasn’t advertised!

I can’t see how a quick mail out on a bulk mailing platform like mailchimp, could take more than 5 mins.

They manage it for promotional content.

 

[UK-WOOZY]

you beth holders should get a discount

i certainly dont miss it there, except the 24/7 lock access (when it is not failing)

 

[Plum]

They were obviously hoping most of their customers do not use Facebook but after many complains here they had to do a full email to all their customers. Three days with no access in or out. Hope they fix it this morning.

www.solocoastalsailing.co.uk

An update. Although we were told the lock would be working by 1130 today and they were asking for boat names of those wanting to leave so they could manage the rush, we finally found out the part only arrived at the contractor's place at 1500, too late to fit today so it will be Tuesday morning. Now we have been told because one of the lock uperators opened both sets of gates for a while last Thursday the water level in the marina is low so they can't open the gates until freeflow on Tuesday afternoon.

 

[Transcur]

Sorry to say that the whole episode has been shambolic. Information passed on inconsistent and no real care for the customers it's there to serve.. Why the part delivered at 15:00 could not be fitted that day is unacceptable. Has MDL lost the plot.

 

[Concerto]

Received a further email from MDL Chatham late yesterday and explains the problem was compounded by a courier company failing to deliver the part on Saturday.

"Lock Closure Update -

We apologise for the recent issues with our lock and we appreciate your patience while we have been waiting for the part to arrive. We understand how frustrating lock closures are when they happen especially when they last the period this one has.

We are pleased to report that the part that we ordered on Friday for Saturday delivery has now finally arrived and the engineer will be at the marina for 07.00 tomorrow morning to rectify the issue.

As you would expect if a part needs replacing then a spare is ordered to minimise the risk of any future delays. During this period we have had quite a few questions from customers asking about how the lock is maintained and serviced so we thought it would be useful to provide you with some background on our lock maintenance programme.

The yacht lock at Chatham was fitted within the old naval dockyard lock and comprises component parts that are of varying ages, some which date back to 1989. As such the complexities of operating and maintaining the lock are many and varied.

In order to ensure the lock operates efficiently and is able to continue to do so there is a detailed maintenance programme in place which sees the lock closed and refurbished each year during its annual shut down.Outside of this shut down, periodic maintenance is also carried out and this includes numerous system and component checks that are carried out on the following rotation:

P1 – Weekly (MDL Staff)
P2 – Fortnightly (MDL Staff)
P3 – Monthly (MDL Staff & Specialist Suppliers)
P4 – Four monthly (Specialist Suppliers)
P5 – Annually (Specialist Suppliers)

MDL employs the specialist suppliers which are local hydraulic and electrical companies that have an in depth knowledge of the lock and it’s controls to oversee the locks maintenance, these companies provide both standard and emergency cover. The part was ordered immediately following investigation on Friday but it seems this time we have been let down through the non delivery of the couriered part due on Saturday. Whilst we realise the situation is far from ideal, it is important to state that infrastructure maintenance and customer service is very important to us.

Thank you for your patience and understanding as we work to resolve this issue. Your satisfaction is important to us; we are doing everything to provide a quick solution and will update you again following the engineering works tomorrow morning. "

 

[Concerto]

Email received today at 11.28.

"We're delighted to let you know that the lock has now reopened after a successful repair by engineers, and boats are now able to both enter and exit the marina.

We thank you for your patience and understanding while this work was being completed."

 

[Plum]

Just heard that the lock at Chatham Marina is out of action again. Believe that is the 6th time this year. I got trapped in the marina in August when it took them 4 days to replace a switch.

 

[UK-WOOZY]

Just heard that the lock at Chatham Marina is out of action again. Believe that is the 6th time this year. I got trapped in the marina in August when it took them 4 days to replace a switch.

i think the for amount they charge its unacceptable as im sure like me many work in the week and only get to use the boat on weekends

 

[oldgit]

i think the for amount they charge its unacceptable as im sure like me many work in the week and only get to use the boat on weekends

assume you take the boat home with you during the week ?

 

[UK-WOOZY]

assume you take the boat home with you during the week ?

huh? i dont understand your reply

 

[oldgit]

.....surely the mooring fee is for the amount of time the boat is in the marina ?

 

[UK-WOOZY]

.....surely the mooring fee is for the amount of time the boat is in the marina ?

that and for the facilities provided

 

[Bristolfashion]

Chatham Marina lock has failed. They are waiting for a part and if it does not arrive today (Saturday) it will not be fixed until Monday. The waiting pontoon outside is nearly full and those boats are now being charged. So if you are planning to sail to Chatham suggest you check before setting off.

www.solocoastalsailing.co.uk

If you're rafted onto a bloke on the waiting pontoon who do you pay, MDL or the bloke?

 

[Bristolfashion]

Hmm, wait until you've got a good "catch" of visitors and then, "oh no, the lock's out of action for four weeks - ker - ching! ££££££££!

 

[RivalRedwing]

Hmm, wait until you've got a good "catch" of visitors and then, "oh no, the lock's out of action for four weeks - ker - ching! ££££££££!

I would like to think that as a 'hostage' no charge would be made but....