Princess used boat warranty scheme

Excellent, as you know I ended up buying the new boat from them. Chris & Gary have gone the extra mile throughout and made it all very easy.
 
henryf said:
I feel that I have to say a few words having scanned through the latter pages of this thread.

I have owned Princess boats since 2007 purchased from Princess Swanwick and have enjoyed exemplary aftercare support. Not once have I had to write a snotty email, I have a mobile phone number which I can contact in the event of needing help and any issue has been dealt with promptly.

No, I don't have the mobile number for some champagne swigging French man who may or may not own part of the manufacturing company but I do have the mobile numbers of everyone involved in both the sales of our P42 in 2007 and our P50 in 2012.

I would have no qualms in buying a used boat from Princess and given the very same people deal with any warranty claims I wouldn't expect a different level of care. Yes, there is a difference between the support offered on a new boat and that offered on a used boat, particularly an older boat. But within the realms of the used boat world I can't see many better people to buy from.

If I can shoot from the hip for a moment Princess had an older 45 foot flybridge for sale which Volvo Paul looked at prior to someone purchasing it. The boat hadn't been prepped by Princess Swanwick prior to his inspection, that would all have taken place prior to the sale finalising. A fault was found and the buyer chose not to proceed. Had VP not looked at the boat and the buyer gone ahead Volvo Penta themselves would have been tasked with servicing the engines and any fault identified. Yes, there probably was a bit of a cock up on the part of whoever took the boat in p/x but ultimately the customer was never at risk financially. All costs would have been carried by Princess.

Princess sales have gained an enviable reputation over the years looking after their customers. Everyone I speak to heaps praises on them and seems to have enjoyed the same experience I have. Peter Harwood, their after sales support bod has attained the status of Saint for his support and ability to get things sorted.

I am struggling to equate this thread to the support I and others have experienced as actual buyers.

I don't have a legal contract for the warranty on my current boat and didn't have one on the last one. I don't need one because I bought through Princess Sales Swanwick. Between them and the factory I feel I'm in very good hands.

Henry :)
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Sorry Henry but if your going to mention this 45 and me then ill fill you in.

The boat was taken in part exchange some months before pej off this forum decided to buy it, I'd guess at about 6 to 8 months from memory as I too liked the boat and kept my eye on it. It was refurbished with new exterior upholstery from the original white PVC, some gel repairs, full valet etc then it was placed for sale with most of the new boats at the motor yacht show in May of this year. It was also taken to excell show by sea in January this year and returned by sea.
In my view the boat is immaculate inside and out, quite how this engine was overlooked I have no idea.

What I questioned seriously when I did my stuff on it was the fact the boat had travelled this distance and yet no one noticed the MAJOR engine fault along with the amount of oil in the bilge area , the blocked air filters, the various minor issues, ie bolts missing and leaking sea water pumps. Surely before a sea journey of that length and at that time of year some sort of service or inspection must have been carried out by someone either from pmys or the nearest vp dealer literally across the road. If no inspection was made I'd say that was foolhardy. What you are also forgetting is that the boat had been subject to survey, and the 280 point check so id say that's contrary to you comment re the inspection, I was told it had been subject to it prior to the sea trial.

Btw I'm not going to get into any further argument with you or anyone, life is simply too short to bother and after all this is just a forum for pleasure, some of the stuff on here of late has shall we say made me look elsewhere for entertainment.

Ill send you a pm with some other stuff I know.

Cheers .
 
jfm said:
Oh, I thought it was very widely known that PMYS is owned by the Whale family,
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Yeah you're right because I've just found that you said this on the forum in 2010 and I'd plain forgotten.
 
So the question is, when buying a used boat do you want a written statement of the warranty or an implied verbal warranty, in both cases there are flaws. Written statement cannot possibly cover every eventuality (& therefore if the warrantor wishes, he could hide behind those terms stated) nor can a verbal warranty (where there may be a dispute on what was said or implied).

Which leaves the prospective buyer to rely upon the experiences of others they trust, to indicate if they will get the warranty they expect. Which brings us back to the forum, I am sure many members use it as a guide, hopefully any vested interests will be declared by posters, and can be trusted. Members posting their personal experiences helps buyers to make a judgement.

Personally I am very wary of written statements, unless of course it reads 'covers any & every fault, without exception, undertaken at the location of the boat', if the Princess warranty quotes this I will be staggered & pleasantly surprised. If I was given the same verbal statement I would ask for it in writing! Neither of these are likely, we can only judge the level of service/warranty from the experience of others.

Like boats it's an imperfect world.. 'you pays your money & takes your chances'
 
pan said:
So the question is, when buying a used boat do you want a written statement of the warranty or an implied verbal warranty, in both cases there are flaws. Written statement cannot possibly cover every eventuality (& therefore if the warrantor wishes, he could hide behind those terms stated) nor can a verbal warranty (where there may be a dispute on what was said or implied).

Which leaves the prospective buyer to rely upon the experiences of others they trust, to indicate if they will get the warranty they expect. Which brings us back to the forum, I am sure many members use it as a guide, hopefully any vested interests will be declared by posters, and can be trusted. Members posting their personal experiences helps buyers to make a judgement.

Personally I am very wary of written statements, unless of course it reads 'covers any & every fault, without exception, undertaken at the location of the boat', if the Princess warranty quotes this I will be staggered & pleasantly surprised. If I was given the same verbal statement I would ask for it in writing! Neither of these are likely, we can only judge the level of service/warranty from the experience of others.

Like boats it's an imperfect world.. 'you pays your money & takes your chances'
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I think there's another angle. Personally I would have zero qualms about buying a boat from EBY, indeed I have met the Barke brothers they would be my first choice. However I do wonder whether they are selling themselves a little short by not having a mega glossy web site and fancy sounding warranty. For those that frequent these forums, it's the service that counts, but for those mad fools who don't read the forums perhaps a formal warranty is something they would pay extra for?
 
Hi All, Having followed this thread with great interest I can see that PMYS need to say something as people are wondering where we are!!!!!
Roger here, 25 years with Princess MYS and seller of 100's of boats, new and used. My phone is on 24/7. Rather like EBY PMYS is a family owned business although in our case the Chairman is not involved daily but the family are day to day, actually just like EBY. In fact we all feel part of the family! I am not perfect but then who is. I don't often let people down, nor do PMYS I believe. The tone of some responses on here is interesting and everyone is entitled to their opinion and loyalties. I have mine too. We appear to be garnering negativity for trying something new. There are no secrets. Princess Approved is what it is, people can use it or not, their choice. New boat warranty service is different, it is unfortunate that I feel people who have not dealt with us are judging us but that is their choice too. Maybe we will have the opportunity to deal with them in the future and demonstrate the levels of service on which our business has been built for 40 years. Captain cook, a new and inexperienced team member has exhibited naivety and a lack of in depth knowledge by becoming involved in this thread and I regret that. Some of you know me some don't and really this is as much a personal reply as official, however in my life the two are the same. I can advise everyone that the actual guarantee document will go live on www.princess.co.uk very soon alongside the 280 point checklist already there. All can then debate to their hearts content. PMYS will take no further part in this thread on this public forum but we are happy to discuss privately with any potential boat buyers who are interested in our offerings. Thank you to all contributors, Hope to see you all at LBS. Very Best, Roger Lipman Sales Director PMYS.
 
Well done for replying rather than having the thread pulled as others may have done. I look forward to seeing the document online as it is looking like I'm back in the market for a new or nearly new boat next year. Will see your guy's at LIBS, please get them the sharpen thier px pencil this time. ;)
 
Princess SD said:
We appear to be garnering negativity for trying something new.
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Roger, the "negativity" arises because PMYS/Captiancook was asked whether the used warranty travels with the boat, then accidentally replied as if asked about the new boat warranty, then upon that being pointed out he disappeared so appearing to evade an incredibly simply question. Then you said via Terry that you'd think about it and get back to us. THAT then led to discussion that you aren't exactly fleet of foot, which evidently you aren't. If you'd just replied to the original question "Sure it travels with the boat and see here for the full list of countries http://princessapproved.co.uk/pdfs/marineguarantee.pdf", then none of this would have happened

Separate from all that, it isn't endearing when you write "we will take no further part". So, you're allowed to say something on here but no-one can cross examine you or get an answer to a follow up question? Roger, either have a conversation or don't, but this is an internet forum so please don't come on here and say "no further correspondence will be entered into".
 
Thanks for the update Princess SD.

I think you're right not to enter into any further ybw forum discussions. It would never end with the EBY devotee's picking at your every word.

I'm hoping to buy a Princess next year so may see you around...
 
Thanks for the response Roger, although it did not really address the points raised. Clearly you have been reluctantly drawn into the forum thread by CaptainCook, however PMYS could have handled this better, there are thousands of people viewing the forum and a lot are potential customers.

As a business PMYS should embrace online specialist forums, as all online marketing, ask any PR specialists. The message being projected is 'no further discussion' rather than we welcome feedback to help us improve our business, I showed out PR people this thread, their response 'disaster!!' could have been turned round to a positive, instead completely negative.

I wish Princess well, my first 3 boats were new boats from you, however imho I suggest you engage a PR specialist.
 
Deleted User said:
Its probably a phrase they use quite a lot with customers:D
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Strewth! If that's the response that came out after a week then it's probably a good thing that they didn't rush it!
123k forum members/potential customers must be worth a punt surely; the thread started as a positive comment regarding the scheme, (quite rightly in my opinion), and has turned into somewhat of a PR nightmare...it kind of beggars belief.
As a positive for me, I will always have the thread to refer to when discussing customer engagement with my Social Media Team, it serves as a great example of how to clutch defeat from the jaws of victory...
But still, Princess make wonderful boats, PMYS are always very attentive and helpful at the boat shows and you have to look far and wide to find negative comments about their products or services...I think that it should be remembered that this is a communication issue... but I guess that's been JFMs point from the start?
 
KevB said:
Thanks for the update Princess SD.

I think you're right not to enter into any further ybw forum discussions. It would never end with the EBY devotee's picking at your every word.

I'm hoping to buy a Princess next year so may see you around...
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That's just hilarious. The Essex/PMYS comparison arose purely because PMYS's response (thru Terry) to a simple question was a long (in internet terms) pause then "We'll get back to you on that". That led to a comparison with EBY, where you deal with people who don't ever say "I'll get back to you on that". Then finally PMYS did get back to us, but with "no further correspondence will be entered into".

Do you want me to doff my cap to Roger and say "Very well Roger yes sir that's perfectly fine for you to come on here and say you won't answer any follow up questions?"

I love the product, the Princess boats, but any rational person's feeling towards PMYS are that they need to shape up.
 
;)

As benlenbav would say ..........

think of it as a fox hunt, you have to let them think they are going to get away in order to see where they are going.
 
jfm said:
That's just hilarious. The Essex/PMYS comparison arose purely because PMYS's response (thru Terry) to a simple question was a long (in internet terms) pause then "We'll get back to you on that". That led to a comparison with EBY, where you deal with people who don't ever say "I'll get back to you on that". Then finally PMYS did get back to us, but with "no further correspondence will be entered into".

Do you want me to doff my cap to Roger and say "Very well Roger yes sir that's perfectly fine for you to come on here and say you won't answer any follow up questions?"

I love the product, the Princess boats, but any rational person's feeling towards PMYS are that they need to shape up.
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Just keep in mind John that Terry isn't anything to do with Princess and has never actually bought a boat from them. He bought my boat from me and Princess handled the paperwork / mechanics of the deal. I'm not sure I would see Terry as a mouthpiece for the company.

I post with no intention to undermine or criticise . Terry is a cracking bloke, one of life's nice guys who is always looking to help others. We have spent a lot of time together and he is a friend.

He's also as mad as cheese :)
 
jfm said:
I love the product, the Princess boats, but any rational person's feeling towards PMYS are that they need to shape up.
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A bit unfair, jfm. The proof of the pudding is how they deal with customer warranty issues, not how they deal with social media sites like this. Sure they haven't done themselves any favours on this thread but others have confirmed that they have received good service from PYMS. Some companies are simply not social media savvy but that doesn't mean they don't provide good customer service. Anyway, Princess as a company seems to be doing very well so they and PYMS must be doing something right
 
My take on Princess is that they have always just got on with the business of selling boats and looking after people. From that has grown good business to the point where they are firmly one of the key players. I would almost say they are a little startled by all the limelight and attention success has brought. Contrast this to someone like Sunseeker who are masters of publicity / brand management.

You can't even buy a Princess logo jacket !

Henry :)
 
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