Lance Fink, the owner and founder of the renown New Zealand boat building company, Tristram Marine, established over a quarter of a century ago, recently had a problem with the Maxwell windlass aboard his own 17 metre motor yacht, while away with his family on their Christmas/New Year cruise out at Great Barrier Island, fifty nautical miles off Auckland’s east coast.
The chain stripper assembly on his seven year old Liberty windlass had broken and he was unable to use the windlass for retrieval of his anchor. On Saturday, December 29th, Lance tried to contact Maxwell’s New Zealand office for a replacement part, only to discover that the Maxwell offices were closed over the Christmas/New Year period; along with the majority of New Zealand businesses.
As any boatie will appreciate, being isolated on an offshore island with an anchor windlass which is not functioning properly is not a prospect anyone wants to face. Lance contacted Wayne Little, Maxwell’s on-duty officer for the holiday period. Although now a Sunday in the middle of the festive break, this fact did not deter any of the Maxwell team, who sprang into action to help sort out Lance’s problem. A new replacement part was machined and personally delivered to Great Barrier Island and, within 48 hours of the problem occurring, Lance was up and running again.
The following text quote from Lance, received by Wayne on December 30th, is testimony to the customer dedication of the staff at Vetus-Maxwell APAC’s offices.
“Thanks Wayne, your staff has been outstanding. Donna and Gavin went into your company today to actually make me a new stripper of which a friend of mine now has in his hand bringing out to the Barrier tomorrow for me. Thanks to Ben as well who actioned the part for me. Wayne, your company’s service, plus even your text is outstanding of which gives me, plus Tristram’s purchases for 2013 a lot of credit. I love your new products. Thanks for all your company’s respect on this occasion.”
Lance Fink – Owner & Managing Director
Although all of us expect the highest level of performance and reliability from any products we purchase, we are all aware that things can break or malfunction and the thing that differentiates a company, is not the fact that something went wrong, but that a committed Maxwell team cared enough to do something about it, fix the problem and maintain customer satisfaction,
Maxwell is very proud of its worldwide sales and service network and has thus proven, once again, that their dedicated team has earned their well deserved reputation for building quality products supported by quick and reliable back up service.
Sales Manager Indo Asian Region
Vetus-Maxwell APAC Limited
7 John Glenn Avenue
Albany 0632 Auckland New Zealand
DDI: +64 9 985 6603
Fax: +64 9 985 6699
Mobile: +64 21 487 873