customer service update
Printed From: myHanse.com
Category: Hints & Tips
Forum Name: 630
Forum Description: 630 Hints, Tips and News
URL: https://www.myhanse.com/forum_posts.asp?TID=4911
Printed Date: 27 March 2026 at 03:40
Software Version: Web Wiz Forums 12.06 - https://www.webwizforums.com
Topic: customer service update
Posted By: panos
Subject: customer service update
Date Posted: 19 March 2011 at 21:31
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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?
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. ------------- Panos Hanse 630e - selling her - |
panos wrote:
Replies:
Posted By: Johan Hackman
Date Posted: 20 March 2011 at 08:23
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I am sorry to hear that, Panos. All I can do is welcome you to the "club".
Johan -------------  http://www.johanhackman.se" rel="nofollow - http://www.johanhackman.se |
Posted By: ankino
Date Posted: 20 March 2011 at 12:59
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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! |
Posted By: panos
Date Posted: 22 March 2011 at 16:26
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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 - |
Posted By: Wild
Date Posted: 22 March 2011 at 20:50
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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 Belgium 545e#268 |
Posted By: panos
Date Posted: 25 March 2011 at 20:35
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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 - |
Posted By: Johan Hackman
Date Posted: 26 March 2011 at 09:30
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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 ------------- http://www.johanhackman.se" rel="nofollow - http://www.johanhackman.se |
Posted By: panos
Date Posted: 26 March 2011 at 14:19
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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. ------------- Panos Hanse 630e - selling her - |
Posted By: Johan Hackman
Date Posted: 26 March 2011 at 16:16
The Swedish consumer law (which I have written about in http://www.myhanse.com/forum_posts.asp?TID=4452 - 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 ------------- http://www.johanhackman.se" rel="nofollow - http://www.johanhackman.se |
Posted By: coriolis2
Date Posted: 28 March 2011 at 19:05
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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) |
Posted By: panos
Date Posted: 02 October 2011 at 20:11
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After waiting for months without any feedback either from the dealer mr. Alexiadis STATUS nor from Hanse AG I have no option to start a legal battle.
Here is one of the videos we took when we HAD to temporarily fix the bow windows just to return to our base. http://www.youtube.com/watch?v=dlzWiWzuTRo&feature=youtube_gdata_player%20 - side window failure- HANSE and dealer Giannis Alexiadis not willing to correct although so promised in writing ------------- Panos Hanse 630e - selling her - |
Posted By: Henrik84
Date Posted: 15 November 2011 at 17:54
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Please let us know how the progress is going. /Henrik ------------- S/Y LaRey Hanse 320 #430 Gothenburg, Sweden |
Posted By: panos
Date Posted: 15 November 2011 at 18:41
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I am still waiting. Until now only e-mails and promises. According to Hanse and local agent, the windows are in Greece but they are waiting for the special glue. Either the glue and primer problem is not yet solved to resist constant sunshine or ... I don't give up! ------------- Panos Hanse 630e - selling her - |
Posted By: Henrik84
Date Posted: 15 November 2011 at 19:12
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Good to here that you donīt give up. Iīm also waiting for a list of 15 things to be done. If they donīt fix it soon I will contact my lawyer to take it to court. /Henrik ------------- S/Y LaRey Hanse 320 #430 Gothenburg, Sweden |
Posted By: Windsurfer
Date Posted: 17 November 2011 at 13:54
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Henrik and Panos...You guys are taking a dying man (Hanse) to court...I believe the dealers of this particular yard are simply "disabled" and the yard is about to follow...maybe it's wise to fix stuff by yourself than to wait for ages...just like me... ------------- Hanse 320 #079 White hull, tiller, short keel and rudder, standard North sails, Sparcraft rig |
Posted By: panos
Date Posted: 17 November 2011 at 20:34
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Hi, Of course I am fixing the problem by myself. But the cure is temporary. A waiting for a permanent solution from Hanse. This would be to replace the hull windows (now from Plexiglas ) with new ones out of special glass. Also a new glue and primer should be used. Without this improvement I have to remove and reinstall the side windows about every two years since the primer and glue gets "burned" by the sun. The new windows have arrived but not the glue. Possibly they are still experimenting. Greece is a good testing ground for the glue since there is three times more sunshine than Greifswald. ------------- Panos Hanse 630e - selling her - |
Posted By: TAIMA
Date Posted: 17 November 2011 at 22:15
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Hi Panos,
I just want to tell you that on both Hanse 630 lying here in Venezuela and both built in 2007 all the windows were successfully changed during a stay on the island of Curacao in may 2010 and ever since we have had no further problem with none of both boats. I guess that now, as the ownership has changed the service is changing too? I also know from a visit to the cannes boat show in september that they are using glass windows now! So they do learn the hard way!! ------------- Thomas Pollehne Hanse 630/06 TAIMA |
Posted By: Windsurfer
Date Posted: 21 November 2011 at 19:59
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Panos and Thomas...do you have any photos of the mentioned "glass" problem-free windows??? I have reglued my plex windows (1,5 years since )...they're still water-tight, but I can see the sika has started to slowly deteriorate (leaving nasty black stain around the windows and on deck)...Looks like I will have to substitute the plex windows with a glass (or simmilar) UV-stopping windows sooner or later... ------------- Hanse 320 #079 White hull, tiller, short keel and rudder, standard North sails, Sparcraft rig |
Posted By: TAIMA
Date Posted: 21 November 2011 at 21:44
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Hi Windsurfer, I have no pictures on the glass windows, I just saw that on the 630 on the Cannes boatshow this year the windows were made out of glass. I dont think you will notice any difference until you touch them. By the way, in order to protect the UV-resistant SIKA- a black tape was glued from the outside on the windows rim
regards ------------- Thomas Pollehne Hanse 630/06 TAIMA |