Charteryacht Elan 333 Biograd-Marina Kornati / built: 2000 |
| Reported by |
Herr C.S. / Neuss / |
| Startharbour / destination harbour |
Biograd-Marina Kornati / Biograd-Marina Kornati |
| date/ duration |
10.09.2011 / 1 week/s |
| embarcation |
we waited a little |
| Checkin reference |
very good and detailed |
| Quality of the boat |
good, nothing important to complain about |
| Checkout reference |
accurate and correct |
| Did a diver check the hull below waterline? |
yes |
| General recommendation |
very good organised and friendly base |
| How did you like the waters, you sailed in? |
I would love to return again |
This company shall be rated with "? Stars"
(6=very good, 1=very bad) |
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praise and criticism
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the boat, an Elan 333 was a few days old but absolutely ok and clean.
The relation price and service/boat was ok!
The only complain would be, that we booked a boat with furling main, but were handed over a boat with battened sail and Lazy Jacks. That cause concern on side of my female crew, who was never before on a boat.
But all worked well, and we had a beautifull week on the boat
The sailing area is very nice and impressed us positive. |
| Recommendations for improvements |
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| CHARTERPARTNERīs comment about clientīs feedback |
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Charteryacht Elan 333 Biograd-Marina Kornati / built: 2000 |
| Reported by |
Mr. S.C. / Washburn / |
| Startharbour / destination harbour |
Biograd-Marina Kornati / Biograd-Marina Kornati |
| date/ duration |
03.09.2011 / 1 week/s |
| embarcation |
we waited a little |
| Checkin reference |
very good and detailed |
| Quality of the boat |
very bad, dirty, technically critical |
| Checkout reference |
accurate and correct |
| Did a diver check the hull below waterline? |
yes |
| General recommendation |
some improvements suggested |
| How did you like the waters, you sailed in? |
I would love to return again |
This company shall be rated with "? Stars"
(6=very good, 1=very bad) |
 |
praise and criticism
|
The boat rented was very poorly maintained. Over the one week trip, the engine broke and had to be repaired, the anchor winch broke, and the water tank was malfunctioning, and the cooking gas was dangerously leaking and had to be repaired.
It also lacked promissed things like towels and snorkeling equipment. I would not wish to rent from this company again. |
| Recommendations for improvements |
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| CHARTERPARTNERīs comment about clientīs feedback |
From: Gomar ASC Charter
Sent: Wednesday, September 28, 2011 3:21 PM
To: yachtcharter@charterpartner.com
Subject: RE: customer feedback
Good day Hans,
Here is coment from the person in charge of ELAN 333 - POLARIS.
Dear partners/guest,
regarding poor rating and critics about yacht I will answer step by step :
- "very bad, dirty" - women which clean yachts are doing that for last 10 years on this yacht. This is for first time, not only for this yacht, that somebody critics their job. I am sorry that client didn't immediately show what is dirty so I could send 2 women to clean again.
- "engine broke and had to be repaired" - client called us in evening (2100) from some bay 20 Nm from Biograd. At 1000 in the morning 2 men were on yacht and solved problem. Reason was broken starter depot. They change complete starter and everything was OK. By the way, before season we install brand new starter (as we showed to skipper ), because old one was few years in function. By installing new starter we wanted to be absolutely sure on it. Misfortune that brand new collapsed and old starter works for years.
We replied on customer call immediately and informed him continuously about coming time on yacht. As well as we discussed about his position and weather conditions, so we together conclude that team will come in morning. Otherwise, we send service team imediatelly, during night.
- "the anchor winch broke" - true is that remote control of anchor winch stop working because it was wet. But every of our yachts has spare remote control ( in ladder below chart table). So, client use spare one and everything was OK. A lot of times crew left remote control in anchor storage near anchor winch (very wet condition). Sometimes they left it on rain during night. Sooner or later such electronic device will break. With leaving a spare remote winch control, we want to avoid anchoring problems. By the way, all anchor winches on our yachts were taken out last winter, general serviced ( new brushes, oil, gaskets, gears ... )
- "water tank was malfunctioning" - I can't answer of that because client didn't explain water tank malfunctioning. Guests before and after him had no objections on water system ( water pump, pipes, possible leaking .... )
- "cooking gas was dangerously leaking and had to be repaired" - when client claims gas problem ( on bottle, which is outside, in cockpit) we imediatelly changed regulator valve and pipe. Skipper was right, there was some small leaking of gas on connection of pipe and regulator valve.
- "lacked promissed things like towels and snorkeling equipment" - we shall deliver him towels and snorkeling equipment with a pleasure if he asked. It is really not a problem. Misunderstanding. Sorry.
Summary : I am very sorry that client had such opinion about yacht and our maintaining. Specialist ( Yanmar, Selden ) are also involving in it. We spent really great efforts and money to keep our yachts fit, no matter of age. We equipped yacht with double parts ( remote anchor winch control for example ) just for case, to prevent possible problems. We installed new parts no matter old are working well, just to be sure that everything will be OK. Complete new teak on seats in cockpit was installed this spring. For any customer request, we are on disposal and we shall try to make and keep them satisfy ( towels and snorkeling equipment are minimum what can we done ).
Whole crew , who pay great care on yacht maintaining, is disappointed because of customer opinion.
To have objective approach and view, I must say that guests week before and after him, had no claims.
One of our crew, who is in charge for maintaining exactly this yacht, was like a skipper on same yacht from 20.-27.08.2011. (2 weeks before him ). Everything was OK.
Once again, I am sorry for such client final feedback. We shall done even more that such critics never come again.
Nenad Borcic dipl.ing.
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