Complaining about LAGOON, HARKEN, YANMAR.

[Elina]

Hello!
In february 2018, we purchased a new catamaran lagoon 380, hull 838, the name is fabula. Since the acquisition we have faced many problems and a very weak network of assistance and service. I have claims to work of their partner - kat marina torrevieja, as after failure of electric winch harken(!!!), repair occurred only after 5 months.
Also in the spanish port marina salinas de torrevieja we had a nasty accident (the other boat hit our boat and disappeared), in which we were damaged, which kat marina can't commit to further work of fixing that. I don't know with whom i can collaborate to further enjoy the use of the ship and not running around. I would also like to mention the fact that the cracks on the stairs of the cockpit. Also i have a claim to the installed engines yanmar. The claim is that: To follow for correct schedule of warranty of engines and saildrive, the manual says that you need to change the saildrive oil ánodo every 100 hours. I don't think its normal to rais the vessel so often. I need advice of how i can influence efficiently on the manufacturer and its partners, as i have big respect for all with whom we are dealing, but also i want to be also respected.

 

[Skylark]

Sorry to read of your tales of woe, Elina. I bought a new monohull 5 years ago and also experienced, what I considered, poor after sales/warranty support.

Google is your friend. It will not be hard to find the Chief Executive of the equipment manufacturer in question. I followed this path and it worked for me. One example, I was having dreadful problems with the electronics. I tried very hard to contact the UK headquarters but without much success. I sent a very polite and courteous email to the chief exec and within 20 minutes the UK HQ contacted me.

Yanmar has a European HQ and I had occasion to contact them. They, too were a million times more responsive than their UK Agent.

With regard to the saildrive, it is not necessary to haul-out to drain the oil (albeit this is the best way to completely drain it). The manual shows alternative methods for use while afloat.

 

[Garold]

Hello!
In february 2018, we purchased a new catamaran lagoon 380, hull 838, the name is fabula. Since the acquisition we have faced many problems and a very weak network of assistance and service. I have claims to work of their partner - kat marina torrevieja, as after failure of electric winch harken(!!!), repair occurred only after 5 months.
Also in the spanish port marina salinas de torrevieja we had a nasty accident (the other boat hit our boat and disappeared), in which we were damaged, which kat marina can't commit to further work of fixing that. I don't know with whom i can collaborate to further enjoy the use of the ship and not running around. I would also like to mention the fact that the cracks on the stairs of the cockpit. Also i have a claim to the installed engines yanmar. The claim is that: To follow for correct schedule of warranty of engines and saildrive, the manual says that you need to change the saildrive oil ánodo every 100 hours. I don't think its normal to rais the vessel so often. I need advice of how i can influence efficiently on the manufacturer and its partners, as i have big respect for all with whom we are dealing, but also i want to be also respected.

I think that you will find that the Harken winch warranty rests with Harken so contacting their customer service may get a better response than the Lagoon dealer.

A yacht repair specialist/boatyard may be an easier route for you to get the accident damage fixed. They will have contacts with the various grp, rigging, vinyl repair people.

If you have the current 30hp Yanmar with sd25/30 sail drives as we do in our yacht, they have 50 hours (first service) then 200 hour service. On ours, we have to lift the boat to drain the gearbox oil. Yes it is a pain.

As for general backup for Lagoon warranty work, most owners find that it could be better. Persistence sometimes pays off but otherwise it’s best just to source a good repair person and pay for it out of your own pocket. Otherwise it can become very frustrating.

We’ve had two brand new Lagoons, a 380 and a 400. Neither was perfect and each needed some remedial work throughout the first year. However, both were great boats that were fair vfm taking everything into account.

Stick with it and use your energy finding solutions to get through this period. Posting on forums doesn’t really move Lagoon to pressure their dealers. You are a small part of their business because they rely on the charter market mainly to sell boats.

Garold.