Good or bad service from Essex Boatyards?

EBY - one very satisfied customer

I regard myself as a particularly fastidious owner with a very high customer service expectancy, but also a fair & reasonable approach.

I comment on EBY not just from my own experiences but from others whom I have met.

I purchased a new Doral from EBY in 2006 and replaced it with another larger model in 2008.
The first had many issues directly related to the manufacturer Doral who as a Company were totally unacceptable in their response and remain so.
EBY however, and in particular Nick Barke, produced the best customer service I have ever experienced supported very well by his team.
Nick was, and remains to this day, my rock for any boat issues. Nothing is too much trouble and time of day is never a factor. EBY not only go the extra mile they go the whole extra circuit. I am quite sure they never received any warranty back up from Doral, but that was never an issue.
I have watched EBY grow into an obviously very successful organisation and how that is so richly deserved.
We all know that the whole aspect of boat craft and build is a very difficult field , EBY cope far beyond any reasonable expectations.
I could write a book on accolades to EBY, supported my many friends and business colleagues with similar high service attention from them very often not supported by some manufacturers.
Only last month, some 3 years after purchase of my latest boat, did I see Nick and mention that the mooring ropes I chose at the time were proving too large for the cleats. Nick, without hesitation, said "Pop down and we will change them over for you" - a simple example but beat that.
The family set up with Nick, James, Guy and their father is a true inspiration and had it not been for their support I would probably have given up on boats long ago.
 
Well I don't know about anyone else but...

...it's looking like a fairly clear picture is emerging from all the posts above.

It would appear there is almost universal praise (verging on idol worship) for EBY, not just a recent blip but a consistently good performance amongst a range of demanding cutomers. :cool:

It makes me wonder then, that the few customers that haven't been happy are quite simply impossible to please? Such people do exist, and I guess over the years every business experiences a few of them. :rolleyes:
 
jimmy_the_builder said:
Drive, dear boy, drive? What on earth were you thinking of?

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Cheers
Jimmy
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JTB - did you really just post that?

I nearly killed myself laughing...

Mrs Woodie (of course!)
 
Blimey Alex that's an amazing story. I had similar help with a window problem in 2009, but I think that takes the prize. I reckon the Barkes must actually like a challenge like that. It's fantastic that your holiday could go ahead. I reckon I'm already a pretty committed customerof EBY but hearing all this has removed any doubt that could have existed

My most recent escapade with them was that I needed a paper manual for my icemaker. I emailed asking them to post it. But no, the Barkes don't use the old fashioned Royal Mail. Nick and David Barke flew down to the Cote D'Azur on the Monaco Grand Prix weekend, came out on the boat, had a swim, sunbathe, waterski and a lunch prepared by Nigella Lawson's former personal chef washed down with a chilled Magnum of Louis Jadot Montrachet. Then handed me the manual and flew home. Fantastic service eh? Er... wait a minute
 
Another thumbs up for EBY. Traded our Princess 430 for a Targa 47 at the Southampton Boat Show last year. James dealt with the purchase and part x and then Nick dealt with us from then on. We have had a few niggles as with all new boats but Nick is always at the end of phone and is incredably responsive.

Now all they have to do is supply the weather........
 
jfm said:
My most recent escapade with them was that I needed a paper manual for my icemaker. I emailed asking them to post it. But no, the Barkes don't use the old fashioned Royal Mail. Nick and David Barke flew down to the Cote D'Azur on the Monaco Grand Prix weekend, came out on the boat, had a swim, sunbathe, waterski and a lunch prepared by Nigella Lawson's former personal chef washed down with a chilled Magnum of Louis Jadot Montrachet. Then handed me the manual and flew home. Fantastic service eh? Er... wait a minute
Click to expand...

Should you ever get short of loo roll, let me know and I'll pop down...anytime......really.......its no problem :)
 
jfm said:
Er... wait a minute
Click to expand...
LOL, I was waiting for that, while reading your post!
Feel free to ring me when you'll consider the next boat upgrade... :D
I don't dare competing with EBY, but I can assure you a comparable service level even if you would ask me a handwritten Holy Bible!

Re. your initial question, I also have some - albeit very limited - experience with EBY.
When I came to the UK in a boat hunting trip a few years ago, EBY was my first stop after landing at Stansted, before heading further south.
I made it clear to the guy I spoke with (whose name I don't remember, sorry) that I was actually looking for a boat faster than those they had in stock, and that I was going to spend a whole week looking around before deciding anything.
In spite of that, he invited us to go for a spin with one of the boats which might have ticked most of our boxes, and treated us as if we were interested in much bigger stuff, so my personal answer to your question is definitely "good", fwiw.
 
Amen

Even down in my bit of the boat market ,(think about possibly the cost of a decent couple of marble sink worktops for or poss. two underwater lights for JFMs boat :) ) received excellent prompt and friendly service from EBY.
 
I think all will agree that a few years ago they may have lacked after sales, I did have an issue but a good business can have issues it's how you deal with them that separates a good business from a bad one. Now that has been greatly improved

I would recommend them and have sent many people up to buy from them including a very good friend of mine.

I know them well always call by and say hi at boat shows and would probably buy my next boat from them as I had so many problems buying direct as rubber duck said.
 
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I will add my 10p worth.

I have heard good and bad about Essex BY one particular customer of mine had to really be hard on them to get warranty issues sorted on a new boat, but to be fair to Essex now its 3 years old have helped very much with volvo warranty issues, which at that age is really good.
 
At the other end of the scale, EBY took my £12k Sealine 215 in part ex for a £40k boat.
I did not deal with the bros but all was handled very smoothly and professionally.
Lifts in/out transport etc who was paying for what was sorted before hand and they came and took my boat away and delivered the new one (which we still have 5 years on)
I maybe could have saved £500 by organising own lifts and transport and gel coat man and engine man and drives man and polishing man but hey, they did a great job and would go there again.
Mainly for theie part ex option.
The end.
 
Not sure where I was when this thread started but another 120% satisfied customer of EBY, I've not dealt with the brother but I can assure you the service I received was on par with the other stories, which I think shows that its a company attitude rather than an individual.

Knowing absolutely nothing about boats (I know a wee bit more thanks to them AND this forum) they showed me what to look out for what, to look at, and even the bad bits (of the boat they were trying to sell to me) to watch out for, absolutely at no time did I receive any pressure to purchase their boat.

I eventually purchased it, a Fairline Targa 40, they did EVERYTHING they said they would AND even more, they transported my boat to her berth in Spain. Unfortunately on route there was some damage caused by the transportation, this was immediately rectified by speaking to my guys in Spain who were then given the immediate authority to go ahead make the necessary repairs and invoice to EBY. I am now some 7 months into owning the boat and they still call regularly to see how I am getting.

When/if I ever upgrade they would be MY First point of call and I would have absolutely no problems in recommending them and their services.

Another 120% satisfied Customer...... :)
 
Longest warranty in boating?

I bought a brand-spanking-new Fairline Phantom 48 from Essex Boat Yards (via their Fairline Southampton dealership) in 2008 (I write about it fairly regularly in Motor Boat and Yachting) and Eseex Boat Yards have been great at looking after me.

The boat is celebrating its third birthday this week and EBY are right now carrying out some repairs under warranty. I didn't negotiate anything special with the warranty when I bought the boat, this is just part of their service. I have dealt with Nick Barke and Trevor Betts on a few occasions and they manage to get things sorted quickly, efficiently and most importantly without sending me an invoice.

When I bought the boat I expected a year of this kind of service and I've been delighted to find that after three years I am still being looked after like a new customer.
 
Some of the posts above remind me that to get good service you don't have to deal with the barke brothers. The whole team there is excellent. I often bypass the brothers and just email or talk to the person specialized in the area my question relates to. The team there is all strong

Anyway ACE you owe us some pictures of your boat ( including night shots please!)
 
Never dealt with EBY, but noticed most of the happy customers have purchased large expensive boats, so maybe not surprised on the good service.

Do they give the same good service to a guy buying a £10k boat, I wonder? I suspect they do, but would be good to see both ends of the scale.
 
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