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panos View Drop Down
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Joined: 02 March 2008
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Points: 1939 		Post Options Post Options   Thanks (0) Thanks(0)   Quote panos Quote  Post ReplyReply Direct Link To This Post Topic: customer service update
    Posted: 19 March 2011 at 21:31
hi,

Remember I had a unexpected visit from Hanse Germany who took measurements and offered to change all hatches (which were leaking) with new ones, and also all plexiglass side windows with new ones out of glass because they were not safe?

Originally posted by panos panos wrote:

Big%20smile
hi,

A very strange thing happened yesterday.
Out of the blue and without me to ask for it a German technician from Hanse appeared to our boat and checked everything, promising to correct all problems we might have with the boat. He checked all possible leakage points took measurements and will return soon with material to correct even problems that we didn't know we had.
The dealer informed us about the visit a few hours before.

Thanks Hanse!



Well I am still waiting ...  The local dealer is postponing the job from ech week to the next and now I lost faith that he has any interest to repair the boat. On Monday I will send the case to my lawyer.


Edited by panos - 19 March 2011 at 21:32
Panos

Hanse 630e - selling her -
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Johan Hackman View Drop Down
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Points: 4361 		Post Options Post Options   Thanks (0) Thanks(0)   Quote Johan Hackman Quote  Post ReplyReply Direct Link To This Post Posted: 20 March 2011 at 08:23
I am sorry to hear that, Panos. All I can do is welcome you to the "club".

Johan

http://www.johanhackman.se
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ankino View Drop Down
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Joined: 19 March 2011
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Points: 6 		Post Options Post Options   Thanks (0) Thanks(0)   Quote ankino Quote  Post ReplyReply Direct Link To This Post Posted: 20 March 2011 at 12:59
Lol, how they can do that?.
Just in case, did you called back at the hanse department to recheck? Maybe it was some thiefs and camed with some jokes or they want to replace with made in china, and sale the good stuff for real money.
Sorry anyways to hear that!

Tom Jordan!



Edited by ankino - 20 March 2011 at 13:00
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panos View Drop Down
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Points: 1939 		Post Options Post Options   Thanks (0) Thanks(0)   Quote panos Quote  Post ReplyReply Direct Link To This Post Posted: 22 March 2011 at 16:26
Hi,

I think I know the root of the problem :  Hanse dealers receive an extra discount and in return they are obliged to correct minor hull and deck problems such as leaks. So I say " the dealer did it".

I am waiting...
Panos

Hanse 630e - selling her -
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Wild View Drop Down
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Points: 937 		Post Options Post Options   Thanks (0) Thanks(0)   Quote Wild Quote  Post ReplyReply Direct Link To This Post Posted: 22 March 2011 at 20:50
Hey Panos
From the beginning I hoped for you that this was no fairy taile.
You are right about the extra discount for the dealers by minor warranty
problems.The biggest problem is that Hanse have a very LARGE and some of there dealers a very SMALL interpretation conserning SMALL warranty cases,this system is asking for troubles and show us that there are very SMALL companies regarding to others like the car-electronic etc. compagnies.
I am very sorry for you,please keep us informed.
 
Wild and Wet
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panos View Drop Down
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Points: 1939 		Post Options Post Options   Thanks (0) Thanks(0)   Quote panos Quote  Post ReplyReply Direct Link To This Post Posted: 25 March 2011 at 20:35
Hi,

From dealing with warranty  issues I think that the dealers obligations are :

1) to help the owner with claims against third party suppliers like SIMRAD, LEWMAR, VOLVO etc
2) to correct furniture, plumbing and cable problems excluding problems of type 1( which are referred to  to the local accessory agent).
3) correct cosmetic hull and deck problems including hatch leakages.
4) rig and prepare the boat for delivery for (this service the dealer  is getting  paid by the client separately)

Major hull and deck problems I think are Hanse's responsibility.
Panos

Hanse 630e - selling her -
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Johan Hackman View Drop Down
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Points: 4361 		Post Options Post Options   Thanks (0) Thanks(0)   Quote Johan Hackman Quote  Post ReplyReply Direct Link To This Post Posted: 26 March 2011 at 09:30
I don't know the Greek legal system but in my country the consumer law regulates the relationship between you and your dealer. Your dealer is responsible for just anything about your boat regardless who is the original manufacturer.

A warranty is a different thing in that it is a voluntary commitment that can extend further than (but not limit) the consumer law. A manufacturer can, for example, issue a world-wide warranty. For you as customer that is of course an added value to your purchase. A dealer, however, cannot escape his responsibility according to the consumer law by referring to the warranty.

Johan




Edited by Johan Hackman - 26 March 2011 at 10:05

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panos View Drop Down
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Points: 1939 		Post Options Post Options   Thanks (0) Thanks(0)   Quote panos Quote  Post ReplyReply Direct Link To This Post Posted: 26 March 2011 at 14:19
Hi,
Exactly the same in Greece (it is European law applicable all over EU). The problem is enforcing it. Usually the dealers are weak companies and even if you get a favorable court decision it is difficult to enforce it. For this reason in Greece one would prefer to turn against the strongest possible entity.
The law states that the first 6 months the seller has to prove that his product is according to specs. The next 18 months the buyer is responsible to prove that the product is defected and that he used it following the sellers instructions. This puts the buyer in an unfavorable position.
In any case people here always try to use the warranty clause instead of the courts.


Edited by panos - 26 March 2011 at 14:20
Panos

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Johan Hackman View Drop Down
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Points: 4361 		Post Options Post Options   Thanks (0) Thanks(0)   Quote Johan Hackman Quote  Post ReplyReply Direct Link To This Post Posted: 26 March 2011 at 16:16
Originally posted by panos panos wrote:

The law states that the first 6 months the seller has to prove that his product is according to specs. The next 18 months the buyer is responsible to prove that the product is defected and that he used it following the sellers instructions.


The Swedish consumer law (which I have written about in this thread regarding my broken bathing platform) was changed in 2005 to give the customer three years to complain about a fault instead of two. If the fault is discovered after more than six months the buyer has to prove that the fault was there already at commission, just like you say the Greek law works.

A two year warranty (which I think still is the case with Hanse) means that the buyer in Sweden does not have to prove that the fault originates from the manufacturing during the two first years but has to do that in the third year.

Johan

Edited by Johan Hackman - 26 March 2011 at 16:16

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coriolis2 View Drop Down
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Points: 301 		Post Options Post Options   Thanks (0) Thanks(0)   Quote coriolis2 Quote  Post ReplyReply Direct Link To This Post Posted: 28 March 2011 at 19:05
Sorry to hear this Panos, They (a very dedicated fellow hired by Hanse) replaced our windows for new perspex windows early summer last year together wit a 400 also berthed in Delfzijl. It was a hell of a job but well done. The finishing touch was applying Sika UV shielding tape on the outside to prevent for damage of the primer.
It could be that Hanse is working on real (safety) glass windows with a 'backed in' coating/UV-shield.
I hope the latter is the case!

All the best!

Rob
"Coriolis" H350 #045 (ex Waarschip 570 #? 1987/1992, ex Waarschip 28LD #7 1994/2007)
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