A little annoyed with Glendinning

[MikeP]

First, Glendinning's tech support on the phone is great; I have NO complaints whatsoever with that.

However, telling me what I need is only half of the customer experience; you also need to get me the parts and that's the problem.

My port tach went out. I traced the problem to the cable drive (not really a cable - it's a 2 1/2" tang with different ends on it) to the remote tach sender. Both tach senders are mounted on the synchronizer.

I called Glendinning, told them the problem. I also decided that I might as well replace the starboard drive cable as well (it's a real cable - about 6" long). They were very helpful and determined the part numbers and the total cost- around 20 bucks. BUT, they would not send them to me because they will not establish an account for such a low amount. They gave me a number of a local guy who can order from them but he hasn't answered my multiple calls in 3 days so far.

I called Lauderdale speedo - they want me to send them the bad parts so they can duplicate them. That's OK I guess, but since I know exactly what I need, it's additional time and money to send them the old stuff.

I'll keep trying the "local Glendinning" guy...

I find this quite annoying and although it's great to have a company who can help you out on the phone, customer service also means getting the parts into the customers hands...

 

[rsmith]

Ive got mechanical tachs on the bridge infact all my stuff on the bridge is mechanical. Everyone I know with the electronic tachs have had problems.I dont know if the cable run on the MY is too far but I would sure think about it.The other plus the hour meters are in the tachs and are more representitive IMO of engine usage

 

[captddis]

First, Glendinning's tech support on the phone is great; I have NO complaints whatsoever with that.

However, telling me what I need is only half of the customer experience; you also need to get me the parts and that's the problem.

My port tach went out. I traced the problem to the cable drive (not really a cable - it's a 2 1/2" tang with different ends on it) to the remote tach sender. Both tach senders are mounted on the synchronizer.

I called Glendinning, told them the problem. I also decided that I might as well replace the starboard drive cable as well (it's a real cable - about 6" long). They were very helpful and determined the part numbers and the total cost- around 20 bucks. BUT, they would not send them to me because they will not establish an account for such a low amount. They gave me a number of a local guy who can order from them but he hasn't answered my multiple calls in 3 days so far.

I called Lauderdale speedo - they want me to send them the bad parts so they can duplicate them. That's OK I guess, but since I know exactly what I need, it's additional time and money to send them the old stuff.

I'll keep trying the "local Glendinning" guy...

I find this quite annoying and although it's great to have a company who can help you out on the phone, customer service also means getting the parts into the customers hands...

If you ask nice I will order them for you. If you need the tang for the Sun tach pulse generator. [the one with the square end] good luck. they are very scarce. They were supplied by Hatteras not Glendinning.

 

[MikeP]

Thanks Capt!

I'll check with Sams - maybe they stock it though it has a Glendinning part number and is shown on their website. The other 6" long cable is made up of 3 part numbers - the synchro end, the 4-5" cable, and the tach sender end. Once again, it didn't occur to me to check Sams for this sort of thing.

If nothing else turns up I'll ask you nicely!

There's no real rush now. We just got back a little while ago from Oxford, MD and the boat's cruising is done for this season. It won't be going anywhere again until next April/May.

 

[GJH]

Why do you need the cable? Lauderdale Speedo will hook you up with the tachs (with tab) no problema. I went through this drill myself on both engines last year. If you only need the tab, Glendinning used to have them around. I have mine somewhere too. Do you really expect them to have a bunch of different cables for all kinds of boats laying around? That's why LS wants the old one, because they will make up a new one from scratch.

Oh and PS: go ahead and do the other side's sender too if you haven't already. Like most things, this stuff tends to break in pairs.

 

[MikeP]

Glendinning HAS all the parts - there is no need to check/examine anything. But they won't send them to me. Lauderdale has to order the same parts from Glendinning that I know (by part number) that I need.

Seems silly to me...

 

[Walter P]

Mike,

Don't give up on them. They really are a first rate company. Please call them back and ask to talk to Paul Glendinning (son of the founder). If he's there he will talk to you, otherwise leave him your return number. I can't believe that the policy you described is coming from the top. I know Paul and I'll bet he'll have a word with his people about it. If you don't have any luck with my suggestion, PM me and I'll talk to him about it.

Walt

 

[Angela]

I feel your pain, Mike. My port tachs went out months ago and I keep throwing parts at it---no luck yet. Meanwhile, I use my ears and the seat of my pants (the "feel" of the boat) to synchronize. Learned that from the previous "Sanctuary" which didn't have synchronizers.

 

[MikeP]

Luckily, the tach drive parts that I need don't affect the actual operation of the synchronizer at all. If the synchronizer itself failed, I would have to physically hold the starboard (slave) throttle in any position other than idle if the engines are running due to the way the throttle return spring on the slave engine is supposed to be setup for the synchronizer. It would be a total (and actual) PITA (OK, PITHand) to do that for hours at a time.

 

[GJH]

Ang, have you talked to Glendinning or Lauderdale Speedo? The synchronizer is a very simple system. Any issues I have had in that neighborhood (which of course may well not be your issues) were external to the synchro itself: the lockout block for the Hynautics that mounts to it, the tach senders (which as Mike notes have no effect on the synchro), or the governor spring tension on one engine. I think the tach senders ended up being about the simplest fix of any I have ever done on the boat.

I'd second Walt's opinion that Glendinning has been one of the most helpful manufacturers to deal with I've ever run into. I guess I don't understand the whole cable issue.

 

[MikeP]

Maybe I explained it poorly or maybe I'm missing their (Glen's) point. They have the 4 items I need, all of which are their own parts with Glend part numbers. But they won't sell them to me directly because the total cost of the parts is too low for them to set up an account for me. Apparently they only supply to their distributers or possibly to individuals ordering larger quantities/more expensive items. Since I can buy one 49 cent diode from Mouser (or whoever), it seems annoying that I can't buy 20 bucks worth of parts from Glendinning.

But OK, if that's their policy fine. BUT their distributer in the local area - name given to me by Glendining - has yet to return any of my calls (5 days now).

I agree that their phone support is superb but I'd ask if the folks who have received great phone support from Glen if they also were able to get the parts they needed directly from Glendinning.

Telling me what I need and confirming they have it but NOT providing me with a way to get it is not my idea of great customer support.

 

[captddis]

Maybe I explained it poorly or maybe I'm missing their (Glen's) point. They have the 4 items I need, all of which are their own parts with Glend part numbers. But they won't sell them to me directly because the total cost of the parts is too low for them to set up an account for me. Apparently they only supply to their distributers or possibly to individuals ordering larger quantities/more expensive items. Since I can buy one 49 cent diode from Mouser (or whoever), it seems annoying that I can't buy 20 bucks worth of parts from Glendinning.

But OK, if that's their policy fine. BUT their distributer in the local area - name given to me by Glendining - has yet to return any of my calls (5 days now).

I agree that their phone support is superb but I'd ask if the folks who have received great phone support from Glen if they also were able to get the parts they needed directly from Glendinning.

Telling me what I need and confirming they have it but NOT providing me with a way to get it is not my idea of great customer support.

They are protecting their dealers. Imagine that! Would you be able to buy a new Hatteras direct? Will Garmin, Furuno etc sell you parts direct? I bet you could have Eric buy the parts for you. Or trot up to the office of the marina and they can get them. The tach would already be fixed by now.

 

[Boatsb]

Easy Dave. next thing you will be against saving .0005% by ordering on the internet and waiting weeks before you know they are the wrong items.

If you support the local dealers and service providers that treat you fairly they will support you.

 

[MikeP]

But I am TRYING to support them by buying their parts from them; they and their dealer are not supporting me!

Are you missing the fact that they WON'T sell the parts to me and their "authorized" dealer has yet to return a call and I have called every day.

 

[MikeP]

Thanks, I'll give that a try. I have NO problem with the local dealer making some money and I support local marine supply places...like Fawcetts in Annapolis, for example. Heck, this morning I even bought a couple of items from West Marine!

 

[Boatnut]

But I am TRYING to support them by buying their parts from them; they and their dealer are not supporting me!

Are you missing the fact that they WON'T sell the parts to me and their "authorized" dealer has yet to return a call and I have called every day.

They said they would not open an account for 20 dollars, did you try using a credit card with them, refusing to set up an account for 20 dollars isn't so unreasonable considering you are not a dealer and most likely a one time parts purchaser.

Obviously you contacted an unresponsive dealer. Your problem is with the dealer not Glendinning, they aren't going to sell you parts and compete with their dealers, good for them. Why insist on calling and getting no response? Try another dealer and enjoy some cheese with you're whine while your at it. LOL

 

[MikeP]

Glendinning quoted the prices to me on each part. Then, after doing so, they then determined that it was too low of an amount to sell them to me directly.

IMO, you guys are working WAAAY too hard at defending them. As I said earlier, CUSTOMER SERVICE is about supplying parts as well as technical support on the telephone.

So for me, I will continue to believe that their customer support is GREAT if you just need technical advice but poor if you actually need parts to go along with it.

I won't change my opinion and apparently, their supporters won't change theirs so there's no real need to continue with this thread. All I can say is that if you have a technical problem, don't hesitate to call them. If you need parts, the results may be less than you expect.

 

[Avenger]

Maybe an obvious question, but have you told Glendennig about your problem with their dealer? As a product dealer myself I can certainly understand them protecting the dealer, but if the dealer can't be bothered serving a cash customer, even for a small amount... if I was a manufacturer I'd want to know.

 

[Walter P]

I stand by my previous post.....Call Glendinning and tell them your situation. We (fellow HOFers) all seem to agree that the problem seems to be with their dealer, not the company. Call the company back, ask for Paul and tell him your story. If you get no satisfaction then let us know and we will lay whatever pressure we may muster on them to help you out.

Walt

 

[MikeP]

Thanks,

I tried to call Glen yesterday re the dealer but I didn't realize Glen were closed on Sat. I'll call them tomorrow. As noted earlier, this is not time critical at all so if it comes to that I'll send the "bad" parts to Lauderdale Speedo and let them duplicate them/order the parts.

Left another message at the "dealer" - may be a one-man show since I just get a voice message every time regardless of the time of day I call.