landlockedpirate
Well-Known Member
We have bought and sold a few boats through them, all sub 100k. Great service at all times, even when their cut of a deal was less than 1k.
Good or bad service from Essex Boatyards?
- Thread starter jfm
- Start date
We have bought and sold a few boats through them, all sub 100k. Great service at all times, even when their cut of a deal was less than 1k.
Illusion
Well-Known Member
Ok this is all very nice however we have a more balanced view.
We purchased our first Fairline through James at EBY in 2007, the deal included a px on our boat. As the boat was a brand new stock boat, all our dealings were with Essex and James Barke. We had nothing but praise for the whole service very easy to deal with and always keen to make things happen. During the 3 years we had a very limited number of snags (certainly for a new boat), but what we did have, were dealt with swiftly by Fairline Southampton.
In 2010 we purchased another new Fairline, but this time directly through Fairline Southampton. Again the sales service and willingness to work out a deal was second to none, making it a very painless process and again EBY easy and trustworthy to deal with.
This time however we've experienced a few more new snags and been less than impressed with the speed to get them rectified. We've always thought we had a good relationship with EBY and tried to be patient - however for some reason things have taken a while to get sorted. No issues with their willingness or desire to put things right and no arguments over warranty claims, which again is a good thing, but it’s the response time and communication over the last year that's been really disappointing for us.
We keep being told that "boat stoppers" take priority which I can understand and have benefited from previously, however when it takes 8 months to put right annoying leaks and faulty gauges, to me the aftersales service starts to fail. Having to continually chase to get updates or push to get a response is not what we've come to expect from EBY or personally expect from any dealer when you spend this sort of money with a company.
So to conclude, we're still waiting for these non "boat stopper" warranty items to be fixed, the boat has just come out of warranty and a discussion was had today to hopefully get this all sorted once and for all - so we shall see what next week brings? May be with the boat being so local to FS and us being so patient, this gone against us? Maybe banging tables with the hair dryer treatment would have been more effective? But this isn’t our style and we value good relationships with dealers.
I hope this comes across as a constructive and balanced view (as it’s certainly not designed as an EBY or Fairline Southampton bashing). We would certainly purchase another boat from them (and are currently looking to do so!), however our recent experience has just tainted things a bit for us.
The next 3 Months of sunshine, flat water and trouble free boating in the Solent should make everything right again – I wonder what the odds on that are?
We purchased our first Fairline through James at EBY in 2007, the deal included a px on our boat. As the boat was a brand new stock boat, all our dealings were with Essex and James Barke. We had nothing but praise for the whole service very easy to deal with and always keen to make things happen. During the 3 years we had a very limited number of snags (certainly for a new boat), but what we did have, were dealt with swiftly by Fairline Southampton.
In 2010 we purchased another new Fairline, but this time directly through Fairline Southampton. Again the sales service and willingness to work out a deal was second to none, making it a very painless process and again EBY easy and trustworthy to deal with.
This time however we've experienced a few more new snags and been less than impressed with the speed to get them rectified. We've always thought we had a good relationship with EBY and tried to be patient - however for some reason things have taken a while to get sorted. No issues with their willingness or desire to put things right and no arguments over warranty claims, which again is a good thing, but it’s the response time and communication over the last year that's been really disappointing for us.
We keep being told that "boat stoppers" take priority which I can understand and have benefited from previously, however when it takes 8 months to put right annoying leaks and faulty gauges, to me the aftersales service starts to fail. Having to continually chase to get updates or push to get a response is not what we've come to expect from EBY or personally expect from any dealer when you spend this sort of money with a company.
So to conclude, we're still waiting for these non "boat stopper" warranty items to be fixed, the boat has just come out of warranty and a discussion was had today to hopefully get this all sorted once and for all - so we shall see what next week brings? May be with the boat being so local to FS and us being so patient, this gone against us? Maybe banging tables with the hair dryer treatment would have been more effective? But this isn’t our style and we value good relationships with dealers.
I hope this comes across as a constructive and balanced view (as it’s certainly not designed as an EBY or Fairline Southampton bashing). We would certainly purchase another boat from them (and are currently looking to do so!), however our recent experience has just tainted things a bit for us.
The next 3 Months of sunshine, flat water and trouble free boating in the Solent should make everything right again – I wonder what the odds on that are?
martin
Well-Known Member
will try not to be a downer on the love fest but
From what i have read so far I think my experience must have been a one off..
I bought my Princess from EBY. I liked the set up and dealing with James great, but the aftersales was a nightmare...enough to say I would never go there again...and if i did (because never is a long word) I would buy the boat as is, get it in the water and drive away in it..and then get someone else to do any work required. Wont go into details as could go on for days...life is too short.
From what i have read so far I think my experience must have been a one off..
I bought my Princess from EBY. I liked the set up and dealing with James great, but the aftersales was a nightmare...enough to say I would never go there again...and if i did (because never is a long word) I would buy the boat as is, get it in the water and drive away in it..and then get someone else to do any work required. Wont go into details as could go on for days...life is too short.
Eurybia
Active Member
I have bought two second hand boats from EBY and am based at their marina. I have always found them to be very approachable, professional and helpful. On both purchases I had surveys completed which picked up minor issues. EBY fixed these snags prior to purchase even though most were expected wear and tear issues on two year old boats. They have even sorted out issues 6 months or more after purchase. An example is when my electric toilet gave up. I spoke to Guy Barke and asked for his advice. He arranged for somebody to look at it. When I returned to the boat They had fitted a complete new unit. Did they have to? No.
They helped me with an issue with VP over an issue with the props and hoses on my DPH drive. Not their fight but with EBY weight behind the claim VP replaced the props and hoses FOC.
If I were to buy a new boat from them I would expect them to deal with issues under the terms of any warranty. You cannot expect them to offer the same for a out of warranty second hand boat bought on brokerage. Often they do, but you cannot complain when they don't.
I have only had excellent service from EBY and Essex Marina. Unfortunately I have seen people treat the staff like something nasty on the bottom of their shoe. They then wonder why they're not being treated like royalty.
They helped me with an issue with VP over an issue with the props and hoses on my DPH drive. Not their fight but with EBY weight behind the claim VP replaced the props and hoses FOC.
If I were to buy a new boat from them I would expect them to deal with issues under the terms of any warranty. You cannot expect them to offer the same for a out of warranty second hand boat bought on brokerage. Often they do, but you cannot complain when they don't.
I have only had excellent service from EBY and Essex Marina. Unfortunately I have seen people treat the staff like something nasty on the bottom of their shoe. They then wonder why they're not being treated like royalty.
wakeup
Well-Known Member
Hmm that could well be the lesson learned here for those hear that haven't had a good experience. Too often in life you see that you get out what you put in and that applies to relationships on all sorts of levels but is appropriate here perhaps.
If one were to be snotty and unreasonable to a broker, then a reasonable man would expect only the bare minimum of service. Although I get the impression that EBY would still go beyond the minimum required in such circumstances.
None of us are perfect and if, as it would appear, EBY have a thriving and busy business, they will no doubt be spinning lots of plates and just occasionally one will drop. That is life. But if you point out the dropped plate in a reasonable manner then I am sure it will be spun up again pronto.
Like anything to do with quality and customer service ethos, it is either in the DNA of the company or it isn't. Sounds to me very much as though it is with EBY.
benjenbav
Well-Known Member
Bluddy circus performers these days: using unbreakable plates. I bet the knife throwing isn't real either.
John100156
Well-Known Member
Well I had a bit of a bumpy ride when seeking to by a Pearl 43 from EBY, some of you may recall that the thread was pulled from the Forum in the end.
However, it was no fault of EBY, in fact they did everything that could have reasonably been expected of them and promptly returned my deposit in full, after I had it surveyed and withdrew.
So even though we all lost out, the service was is my opinion very fair and equitable. I would certainly consider using them again.
If they act well in negative sales situations no wonder they are being praised so highly in positive ones.
Let's hope they keep up the good work!
However, it was no fault of EBY, in fact they did everything that could have reasonably been expected of them and promptly returned my deposit in full, after I had it surveyed and withdrew.
So even though we all lost out, the service was is my opinion very fair and equitable. I would certainly consider using them again.
If they act well in negative sales situations no wonder they are being praised so highly in positive ones.
Let's hope they keep up the good work!
ACE
Well-Known Member
YES Sir I sure do and now that she is on her berth and all settled now can't wait to get out and get some.......
I'm back down for a week in a couple of weeks and for sure I will get them then...... Sorry for the delay !
mainshiptom
Well-Known Member
Great place to deal with
I have bought and sold via EBY. And find them very professional!
When I bought the Mustang I was about to take it back to Kent that day and mention that I have no milk on board, Swiftly they provided me with a pint bottle so when I left I mention that I must be the first customer that buys a boat and leaves with a pint of Milk?
Nick quickly handed me a bottle of Champagne,
First class service from People who Re good at business and understand and love boats.
Tom
I have bought and sold via EBY. And find them very professional!
When I bought the Mustang I was about to take it back to Kent that day and mention that I have no milk on board, Swiftly they provided me with a pint bottle so when I left I mention that I must be the first customer that buys a boat and leaves with a pint of Milk?
Nick quickly handed me a bottle of Champagne,
First class service from People who Re good at business and understand and love boats.
Tom