British Kayak manufacturers and customer service

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Ceegee
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British Kayak manufacturers and customer service

Post by Ceegee » Sat May 17, 2014 2:50 pm

There have been a few recent threads on quality issues recently (Mega, Tiderace, etc. etc.) but one thing that grabs my attention is how most of the designers/manufactures frequent these boards, and are prepared to actively address issues in an open forum.

Aled, Malcolm, Peter etc. etc frequently post explanations, or help when "confronted", often by overseas posters.

There are not many consumer products where the same would be true, and the fact that advice and assistance is freely given, often where they not obliged to, is IMO a great sign and reflects the close bonds between the designers/producers and paddlers.

A recent example of this was a (second hand) boat I recently purchased which underwent a footrest failure in Anglesey this year. Mike Webb of Rockpool was kind enough to take the boat at the end of the day, fix it, and return it in time for the next day's paddling,and refused to take a bean! This willingness to stand over their product seems to be a common thread with most of the British manufacturers and can only be commended.
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Steve C. G.

rockhopper
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Re: British Kayak manufacturers and customer service

Post by rockhopper » Sat May 17, 2014 4:19 pm

Well said Steve...
From my own dealings with Mike at Rockpool I have only got praise for his excellent customer service.

Rog.

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nickcrowhurst
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Absolutley right!

Post by nickcrowhurst » Sat May 17, 2014 7:59 pm

Spot on, Ceegee. Unfair comments (e.g hearsay) by people who are not identifiable just tell me more about the poster than the issue. I am frequently surprised at the patient replies given to such posts by proprietors, and also by the generous sharing of technical information. I have learnt a lot from advice freely and publicly given by Aled, for example.
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rhysie
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Re: British Kayak manufacturers and customer service

Post by rhysie » Sun May 18, 2014 12:14 am

2 years ago I had a transporting accident that damaged the skeg slider on my P&H Cetus. I couldn't get in contact with the then Australian P&H distributer as he was overseas for a couple of months. I then used the "Contact Us" page on the P&H website and within a couple of hours I had a response from Tim from Pyranha. He sorted me out quickly and had the replacement parts sent to me within a week. I was really happy with their customer service.

M-J-B
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Re: British Kayak manufacturers and customer service

Post by M-J-B » Sun May 18, 2014 11:54 am

I agree. Some time ago I tried to find out the RAL colour codes for the two tone paintwork of my Nordkapp. I did my query based on model year and description. Quite soon I ended up with "small" colour samples of gelcoat posted to me free of charge. ("small" as in roughly twenty times the amount I actually needed for a small fix) The colours were spot on, which was nice. :)

dr_penner
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Re: British Kayak manufacturers and customer service

Post by dr_penner » Mon May 19, 2014 3:23 am

While I very much like my Scorpio, I was unable to contact P&H via the website like rhysie did. Not sure why.

Kurt Penner

Ken_T
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Re: British Kayak manufacturers and customer service

Post by Ken_T » Mon May 19, 2014 1:43 pm

Hi,
I had very good service from Valley. I damaged my Aquanaut (RM) when a wave dropped it loaded with me & a weeks camping gear on some sharp rocks. Although the damage was entirely my own fault, Valley repaired the boat & did not charge me, they even arranged transport for the boat both ways with deliveries to one of their local dealers, I was not even charged for transport.
Ken

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Re: British Kayak manufacturers and customer service

Post by ruralweb » Mon May 19, 2014 4:52 pm

I was unable to contact P&H via the website like rhysie did. Not sure why
I agree that you get excellent customer service however the websites of UK manufactures do let them down with poor out of date information and lack of responce to emails.
Mal

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Re: British Kayak manufacturers and customer service

Post by flat earth sails » Mon May 19, 2014 10:35 pm

As a manufacturer, I value the feedback from paddlers, it enables me to make alterations to how I make gear and plan new models . It also alerts me to things that aren't quite right, even little things like packaging gear to send out .
The web thing is a hard one for small manufacturers, my site is out of date by about 24 months, with no of the current models on it , but iv got to spend time in the loft rather than time re designing my site , even just getting the info together for sum one to do the work is time consuming , there's often no easy way , in an ira gon by people just dropped in for a coffee and des used there needs, and then had the work done , I'd love to tern the clock back !

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Re: British Kayak manufacturers and customer service

Post by Jonathan. » Thu Dec 07, 2017 10:15 am

A big thumbs-up for Mike Nelson of North Shore.

After I had convinced myself my Atlantic had developed a hidden leak he thoroughly checked it over. He didn’t succeed in finding any mystery puncture but was too kind to tell me to be more careful putting my spray deck on properly. He did, however, notice that the seat was damaged and replaced it. I fully expected to pay him for his time and for the new seat, but he insisted that it was all free of charge.

Top quality customer service.
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Northshore Atlantic
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Arthur
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Re: British Kayak manufacturers and customer service

Post by Arthur » Thu Dec 07, 2017 6:00 pm

Ken_T wrote:
Mon May 19, 2014 1:43 pm
Hi,
I had very good service from Valley.
Me too. Not had any problems with my kayak, but I've found them to be thoroughly good chaps to deal with.

Psamathe
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Re: British Kayak manufacturers and customer service

Post by Psamathe » Thu Dec 07, 2017 8:15 pm

I agree with the comments about how helpful manufacturers are. Particularly the case as in contrast I've found retailers a total waste of time. When selecting my (new) kayak I'd call retailers with questions and I got more accurate info from the manufacturer web site - and when a retailer tells you something completely wrong you lose all confidence in that retailer.

Manufacturers doing a great job, retailers need to do more than pull their fingers out and they are badly letting the manufacturers down.

RickC
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Re: British Kayak manufacturers and customer service

Post by RickC » Sat Dec 09, 2017 3:40 pm

Hi Psamathe
Psamathe wrote:
Thu Dec 07, 2017 8:15 pm
I agree with the comments about how helpful manufacturers are. Particularly the case as in contrast I've found retailers a total waste of time. When selecting my (new) kayak I'd call retailers with questions and I got more accurate info from the manufacturer web site - and when a retailer tells you something completely wrong you lose all confidence in that retailer.

Manufacturers doing a great job, retailers need to do more than pull their fingers out and they are badly letting the manufacturers down.


There are retailers and then there are specialist dealers. I'm one of the latter - we know our stuff and work very closely with the manufacturers. Often our websites are the most up to date.

Merry Christmas everyone. Rick

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Re: British Kayak manufacturers and customer service

Post by pugwash » Sat Dec 09, 2017 4:38 pm

As Rick says, depends on the dealer. My local dealer is great, right on the water with loads of demo boats for people to try and a great range of product to try on so you actually get the right size. I think it’s really important to support the better dealers, otherwise stuff might be cheaper on eBay, but way more expensive in the long run.

Riverkeeper84
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Re: British Kayak manufacturers and customer service

Post by Riverkeeper84 » Sat Dec 09, 2017 11:08 pm

RickC wrote:
Sat Dec 09, 2017 3:40 pm
Hi Psamathe
Psamathe wrote:
Thu Dec 07, 2017 8:15 pm
I agree with the comments about how helpful manufacturers are. Particularly the case as in contrast I've found retailers a total waste of time. When selecting my (new) kayak I'd call retailers with questions and I got more accurate info from the manufacturer web site - and when a retailer tells you something completely wrong you lose all confidence in that retailer.

Manufacturers doing a great job, retailers need to do more than pull their fingers out and they are badly letting the manufacturers down.


There are retailers and then there are specialist dealers. I'm one of the latter - we know our stuff and work very closely with the manufacturers. Often our websites are the most up to date.

Merry Christmas everyone. Rick
Hey Rick, i'm new to Kayaking and I've actually been looking to order my first ideally from a UK company. Can you recommend some stores? I ideally wanted to purchase in person as I'd have a few beginner questions :)
Dreaming of being lost at sea

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Re: British Kayak manufacturers and customer service

Post by Jonathan. » Sun Dec 10, 2017 2:59 pm

If you buy from Rick, you're travelling first class.

Top bloke. Top service.
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RickC
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Re: British Kayak manufacturers and customer service

Post by RickC » Mon Dec 11, 2017 4:14 pm

Riverkeeper84 wrote:
Sat Dec 09, 2017 11:08 pm


Hey Rick, i'm new to Kayaking and I've actually been looking to order my first ideally from a UK company. Can you recommend some stores? I ideally wanted to purchase in person as I'd have a few beginner questions :)
Riverkeeper, If you want specific info on the models in the Sea Kayaking UK range and are struggling for answers give me a shout and I'll do my best to help. My contact details found here https://britishseakayaks.co.uk/contact I may be able to point you in the right direction once I know where you're based or paddle.

Jonathan, you are a gentleman. Words cannot describe how good that made me feel.

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