Westfield 11
Legendary Member
- Joined
- Jul 12, 2007
- Messages
- 1,001
- Status
- OWNER - I own a Hatteras Yacht
- Hatteras Model
- 63' COCKPIT MY (1985 - 1987)
Sea Recovery customer service is not so good at first then it’s great
Another thread on good customer service, this time from Sea Recovery.
Last summer we upgraded our 2012 vintage 30gph watermaker to a new remote panel and a new control board after the original board failed. Several months later when we got out into clean water, I tried to make water, but it would only make 15gph. Thinking it was just the cheapo off brand membrane, I decided to wait until the winter to deal with it by installing an OEM membrane at twice the price.
Fast forward to two weeks ago: I installed the new $800 membrane, fired up the unit only to make 18gph, not 30gph. I called Sea Recovery, trouble shot the system and was authorized to get a new replacement membrane which was sent from Beard Marine in three days. After installing another new membrane I was making 15gph!
Another call to Sea Recovery, this time we did further investigation and discovered that the tech in Conn. who installed the new board configured it as an “Aqua Whisper 700” instead of an “Aqua Matic 700”. All it took was a few taps on the touchscreen and I was back to 30gph.
Granted, the first Sea Recovery tech should have had me read out the configuration at the very beginning, but we both thought the issue was a defective membrane, neither of us thought the tech at Noank Boatyard in Conn. would have done the initial setup incorrectly.
As an additional bonus, I learned that the unit will support a second membrane with only a software update to bring capacity up to 60gph, in fact it will run two larger membranes for a total capacity of 90gph with only software changes. I’m going to keep my eyes open for a used pressure vessel and the fittings to add a second 33” membrane to mine and cut generator run time in half. Meanwhile I’m back to making 30gph of pure water and we are all set for the Bahamas in April.
Another thread on good customer service, this time from Sea Recovery.
Last summer we upgraded our 2012 vintage 30gph watermaker to a new remote panel and a new control board after the original board failed. Several months later when we got out into clean water, I tried to make water, but it would only make 15gph. Thinking it was just the cheapo off brand membrane, I decided to wait until the winter to deal with it by installing an OEM membrane at twice the price.
Fast forward to two weeks ago: I installed the new $800 membrane, fired up the unit only to make 18gph, not 30gph. I called Sea Recovery, trouble shot the system and was authorized to get a new replacement membrane which was sent from Beard Marine in three days. After installing another new membrane I was making 15gph!
Another call to Sea Recovery, this time we did further investigation and discovered that the tech in Conn. who installed the new board configured it as an “Aqua Whisper 700” instead of an “Aqua Matic 700”. All it took was a few taps on the touchscreen and I was back to 30gph.
Granted, the first Sea Recovery tech should have had me read out the configuration at the very beginning, but we both thought the issue was a defective membrane, neither of us thought the tech at Noank Boatyard in Conn. would have done the initial setup incorrectly.
As an additional bonus, I learned that the unit will support a second membrane with only a software update to bring capacity up to 60gph, in fact it will run two larger membranes for a total capacity of 90gph with only software changes. I’m going to keep my eyes open for a used pressure vessel and the fittings to add a second 33” membrane to mine and cut generator run time in half. Meanwhile I’m back to making 30gph of pure water and we are all set for the Bahamas in April.
