Merlin Eqipment

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steveswain

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Hi, anyone had dealings with Merlin Equipment, in Poole? I bought a flexcell solar panel which went wrong on the fourth time I used it, I returned it and after some four months later I am told that I or the wind damaged it by multiple folding ??? and now they will not even reply to my emails. Have to communicate this way as am in Crete. Any suggestions would be appreciated. Steve
 
I've just purchased a new Balmar alternator and smart regulator from Merlin. The harness to connect the regulator to the alternator wasn't available so they're importing one from the USA. Actually it should arrive today or tomorrow. So far my experience of Merlin has been very positive, they're friendly helpful people. They were very free with their advice to another customer when I called in yesterday, they were discussing small batteries of lquite low value and couldn't have been more patient or helpful toward the potential customer.

But I know things can go wrong and relationships sour! They're based very close to Makro in Poole which I use regularly. Do you want me to have a word on your behalf? Although I'm unprepared to do battle I can possibly use diplomacy (who, me?) to get them to re-open lines of communication without myself taking sides in the impasse?

Drop me an email and give me a few real facts to work with if you like.

Cheers, Brian.
 
I spoke to them at the boat show and purchased some equipment. They were very helpful and even advised me not to buy a few things until I had upgraded the system as they might not be neccesary. The equipment arrived very promptly.
 
Two experiences, one good one bad.

About three years ago I ordered a charger from them which was delivered promptly, worked well and telephone support was good. Last year I ordered some batteries through their website. After they had confirmed the order and debited my credit card they came back to me and asked for an additional £15 because their carriage charges had gone up and by the way they didn't have any stock and could be waiting "weeks" for new stock to arrive. A full refund was offered but I had to chase them a couple of times before this actually arrived on my credit card about two weeks later.

Many companies seem to lack the capacity to deal with transactions that go wrong - perhaps this is one such?
 
Merlin

Have dealt with them for several years never had a problem including replacing an air X when its internal regulator failed, allways helpful.
 
I've had two Balmar alternators from them in 3 years - both had been under water from a damaged heat exchanger or a burst cooling pipe. They were great both times, very, very helpfull and easy to deal with. Both times I was outside the UK, I had stuff delivered to Portosin Marina up the Ria de Muros (in 3 working days, standard carrige) and to Palermo in July in 4 working days.

Maybe you just got the wrong guy on a bad day?

Top marks from me though.
 
I have to say, I've had excellent service and technical backup from Merlin. I bought a 'Powerguage Lite', a shunt-based battery monitor system, from them at the beginning of this year. Excellent technical competence on the stand at the London show; excellent technical advice over the phone since; and excellent, highly technically competent support at the Soton show in September when I told one of their guys of a problem I'd been having, he diagnosed what was wrong (the way I'd wired something, of course) and offered further help over the telephone if necessary. (It wasn't; his diagnosis was correct.) In short, the attitude has really been 'what more can we do to help?'

I would recommend you give them a call. After my experience I would be amazed if you weren't happy with the result.
 
Merlin

Thanks for all your replies and I appreciate your comments. After it went wrong on the fourth time of using it and did all the tests they advised me to I actually returned the panel in April 2009 (in a strong wooden frame so it would not be damaged in transit) they acknowledged receipt of same. Some 3 months later they told me (after numerous prompts) that they had sent it back to Flexcell in Switzerland with the recommendation that they replace it with new. Then in Sept 2009 told me that it was damaged and had been repeatedly folded but could offer a replacement at the fully discounted price of over £700! When the same panel is available at just over £200 I expressed my shock and eventually received the answer "it is due to the very poor exchange rate". Culmination is that one of the directors has this week offered me one at £250 +vat+postage and to be honest I would not deal with them again. As I say thanks anyway and I am happy most of you did OK. Steve
 
I had a bad experience with them a few years back. It's a long, long story of emails, visits, phone calls, frustation, sense of humour failure etc but, if I remember rightly the legal position is for the retailer to prove that the item works as it should, not for the consumer to prove that it is faulty. I understand that the person who sold me the item since 'left' the company.

On the other hand I received good advice from them at the boat show and would buy from them again (with caution) as they have some good kit.
 
I bought some kit ( a charger and a VSR) from them at SIBS. At SIBS they were great, very knowledgeable and able to explain the fault I was having and offer a solution to it.

The kit took a little longer than expected to arrive, but it was the time of SIBS and I just put it down to that

They know their stuff and the gear they sell, while it might not be the cheapest, it is good kit
 
I have also bought a lot of equipment from them and generally satisfied. Had two failures - first was a Lifeline AGM which failed after 3 years. Lifeline rejected the claim because they said it had been charged at some time above maximum voltage. Difficult to argue but Merlin went part way on the replacement. BTW the 5 year guarantee is proportional not absolute! Second was a Synergex charger. Had to return it twice for stopping after a couple of hours charging - bit of a fag bringing it back from Corfu. Always eeemed to work on their rig but not on my boat - so after third failure replaced with a new one - seems OK

Problem seems to be where the manufacturer does not support the importer/retailer and it is difficult for you as purchaser and non-expert to argue case.
 
me2 said:
Look up James_Hortop on here I think you will find he works for them
Click to expand...

I think you'll find he's their MD. I met him at the January show; and I was surprised to find that his technical staff offer the same excellent quality of service that he did when (poor chap) he was on their stand himself.

No connection; I don't know him personally; but it's rare to be able to recommend a company as confidently as I can after my dealings.
 
Merlin Equipment

Thanks again for that, it was James Hortop that made me the last offer but I wouldn't deal with them again and most certainly would not buy another thing that involved Flexcell. Pity LVM have been taken over because they were brilliant. I shall get another type from Mailspeed next time I am back in UK. Steve
 
Steve

You might havea word with Barden. They are very helpful and knowledgable about these matters. Re flexible panels, they are becoming more difficult to find. Apparently the makers are deserting the leisure market for the more lucrative areas of domestic installations.
 
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