I have had occasion to contact the parts department of CY in Florida for about 6 issues so far, each issue sometimes having multiple calls and/or emails. My early experience was not particularly good, but then I had a few very good encounters.
A few weeks ago, however, I had to make several emails to follow-up on items, and then left messages for a call-back. I have not heard back at all. I finally sent an email that was polite but firm explaining that I needed answers or I would be canceling my back-ordered parts. Still no reply.
Does anyone else have any recent experience you care to share? It is pretty sad when the immediate Past Commodore of this Association feels that CY has such poor customer service.
Duane Ising - Past Commodore (2011-2012)
s/v Diva Di
1999 Catalina 36 Hull #1777
Std rig; wing keel, M35B, Delta (45#)
Punta Gorda, FL
http://www.sailblogs.com/member/diva-di/
I have had several occasions to contact Catalina since buying my boat last year. I have found the following: California returns all calls very quickly if they do not answer and you have to leave a message. If they do not have the answer to your question, they get it and still call back quickly. The information guy there is Kent.
Regarding Florida, I have spoke with Ken many times and he has told me when I call back to actually order have the receptionist to page him and he will pick up wherever he is. They have supplied me with one part I needed.
Most other things I have ordered from "catalina direct". They are very efficient and even if the part is not shown on the web page, if you call they have it. I ordered a piece of canvas for the boat and 30 minutes after I ordered it, I had a phone call telling me I had chosen the wrong navy.
So what I have gotten from my experience is call California, as they are quick to respond. If you are having a problem with Florida, maybe they can help with that.
Maybe they all shut down for "Spring Break"
Neil & Denise
"Neice Sea 2"
Catalina 36 MKII #2167
Charleston SC
Neil, I wonder if you might have Catalina Direct (a California-based Catalina specialist retailer, no connection to the factory) mixed up with the Catalina factory located in Largo (suburb of St Pete), Florida? Catalina Yachts moved their entire operation, including parts, to Largo a few years ago.
Kent used to be at the factory and was known for being exceptionally customer-oriented and knowledgeable, and who according to a recent post here has apparently moved to Catalina Direct.
Larry Brandt
S/V High Flight #2109
Pacific Northwest, PDX-based
2002 C-36 mkII SR/FK M35B
Hi Larry,
Well that is a possibility as I am fairly new with CY. I just went to the CY website and made a note of the Calif facility # 818-884-7700 and Fla#727-544-6681. The # I call for Catalina Direct is 800-959-7245.
I called the Fla # one time regarding something (don't remember) and they referred me to call the Calif plant as they indicated most 36MKII were made there and they would have the information. I also have called that # most because when I get home from work, due to time difference they are still at work.
My wife has ordered things she wanted from the Direct website. I do know when I call the Calif #, I get the information I need. I looked and it is still listed on their website.
Neil
Neil & Denise
"Neice Sea 2"
Catalina 36 MKII #2167
Charleston SC