Even Great Companies Fail Their Customers at Times
In over 40 years, I never had a bad experience with Defender going back to the store in New Rochelle which my wife and I would joke was a $100 toll on RT. 95. That was in the 1970's, today we joke it is a $500 toll on RT.95. It's eyewatering to think how much has been spent in all those years.
Unfortunately today was an exception.
When my windlass quit while cruising in Maine, Lewmar tech support thought the motor would have be replaced and had only one in stock. I ordered the motor to ensure the repair when I returned. It had to be ordered from Defender as Lewmar could not sell directly.
When I returned the motor was repairable and I contacted Defender to return a $700 motor. Defender refused to take the return even though I offered to pay the restocking fee as described in their return policy. I also offered to cover any restocking fee Lewmar might charge (Lewmar confirmed they would take it back). Jason at Defender explained taking a return on a special order is a labor intensive process. I then offered to pay whatever they wanted up to $400. In a very polite and professional way Jason told me I was screwed.
Unfortunately this has left a bad taste in my mouth and a big dent in my wallet. I do carry spares but have no need for an already reliable windlass motor.
For many years I've done business for boating equipment and parts almost exclusively with Defender. Lately, when calling, the hold times are so long that it would be considered rude or negligent so I hang up and shop elsewhere. One may guess that either the business has expanded so rapidly and unexpectedly that the reps can't keep up with the orders or the MBA whiz kids have decided to cut costs by having fewer people take orders. You can do better Defender.
Unfortunately today was an exception.
When my windlass quit while cruising in Maine, Lewmar tech support thought the motor would have be replaced and had only one in stock. I ordered the motor to ensure the repair when I returned. It had to be ordered from Defender as Lewmar could not sell directly.
When I returned the motor was repairable and I contacted Defender to return a $700 motor. Defender refused to take the return even though I offered to pay the restocking fee as described in their return policy. I also offered to cover any restocking fee Lewmar might charge (Lewmar confirmed they would take it back). Jason at Defender explained taking a return on a special order is a labor intensive process. I then offered to pay whatever they wanted up to $400. In a very polite and professional way Jason told me I was screwed.
Unfortunately this has left a bad taste in my mouth and a big dent in my wallet. I do carry spares but have no need for an already reliable windlass motor.