Exceptional customer service experience

M

matt_unique

New member
I wanted to post about an exceptional customer service experience.

I have used a trilens radar reflector for 9 years. Over the course of this past season I began to find rust on top of my roof after a day of cruising. Turns out water had made its way into the radar reflector and rusted out the plates inside. I contacted the manufacturer (http://www.rozendalassociates.com) to explore options to repair or to help determine the cause and the owner Tim Rozendal immediately offered to replace the radar reflector free of charge.

I have field tested this unit in pea soup fog in the Block Island Sound. Years ago I was crossing the Sound and my course was approaching that of a large ferry (car transport, etc.) At the time I was in a 19' cuddy cabin and thus presented a small radar target. My vessel was picked up by the ferry and he sounded the horn as a warning. I slowed to let him pass and followed the churned up water to the island (we were headed to the same port). I never did see the vessel, only the foam from his displacement. The experience definitely sold me on the value of a good radar reflector. I also had other vessels paint me with radar with the unit installed to comment on the radar display and they too confirmed I show up very well. It is amazing how small of a radar return you can get even in a 30' cruiser for example.

The following link describes the specific unit: http://www.tri-lens.com/trilensweb12002001.htm I use the 'medium' size unit.

Just wanted to share...I have always recommended the trilens and my customer service experience compliments my good experience with the product!
 
Smitty - I agree - it usually is the 'other way' and it's unfortunately the exception when we get good customer service these days.

Warren - I have mine mounted directly on the roof as you can see here:

http://www.c-brats.com/modules.php?set_ ... _photo.php

You would definitely not want a radar reflector mounted within the path of your radar as it would cause a blind spot and possible damage.

Their website lists the following data (if this answers your question):

Mini: RCS .6-1² Meters for 330º
Medium (regular): RCS 2-4² Meters for 330º
Large: RCS .6-10² Meters for 300º

RCS = Radar Cross Section

I'm sure there are some radar experts that can chime in with more information.


*As a disclosure - I do not sell these products - I'm just a consumer pleased with my recent customer service experience. I wish I did sell them though!
 
Thanks for that data. I wonder if these are optimized for sailboats heeled over and whether/not they would outperform the Davis-type (and its homemade variants -- e.g., Colobear's -- on a boat that is essentially always level. Maybe Bob has some thoughts on that?

Warren
 
Doryman":2w8edwpd said:
Thanks for that data. I wonder if these are optimized for sailboats heeled over and whether/not they would outperform the Davis-type (and its homemade variants -- e.g., Colobear's -- on a boat that is essentially always level. Maybe Bob has some thoughts on that?

Warren
Click to expand...

Warren-

The three reflective panels mounted at 90 degrees to each other that make up the working part of the reflector will return any signal in the opposite direction right back to the sending originator regardless of their position relative to the sender.

The same principle is used in light reflectors in tail/brake lights and other reflectors (including reflective tape on clothing), except that there the reflective radiation is light instead of radar/micro waves.

Joe. :teeth :thup
 
Grumpy":3iyi6nea said:
Here is the original UK report on the subject

http://www.maib.gov.uk/cms_resources.cf ... report.pdf

sorry for the long url

Merv
Click to expand...

Grumpy, YACD, et al:

Thanks! I read, digested, and understood every word of it, and when I was done, the website awarded me a Ph.D. in Electromagnetic Wave Theory, Propagation, and Detection. I am now occupying the Nikola Tesla Chair (a professorship) at the University of Zagreb. Nice retirement package, BTW!

However, for those without my extensive professional background in Physics, Mathematics, and Bsistology, I've found the following explanation on Wikipedia:

"Short radio waves reflect from curves and corners, in a way similar to glint from a rounded piece of glass. The most reflective targets for short wavelengths have 90° angles between the reflective surfaces. A structure consisting of three flat surfaces meeting at a single corner, like the corner on a box, will always reflect waves entering its opening directly back at the source. These so-called corner reflectors are commonly used as radar reflectors to make otherwise difficult-to-detect objects easier to detect, and are often found on boats in order to improve their detection in a rescue situation and to reduce collisions." SOURCE

So I guess 3 x90 = 270 is replaced by 3 x 90 = 360 or zero, whichever one prefers!

Joe. :lol: :thup
 
Joe, sorry for the "brain pain". :beer :beer

For mere mortals like me, you only need sections 5 and 6 (which adds up to 11 and all in the same plane FWIW) which are written in relatively simple English.

Merv
 
Grumpy-

Just having fun being silly!


Will have to correct

"So I guess 3 x90 = 270 is replaced by 3 x 90 = 360 or zero, whichever one prefers!"

to

"So I guess 3 x90 = 270 is replaced by 3 x 90 = 360."

As the last part, now omitted in the correction, is wrong, of course! (As is the first part, too!)

Joe. :lol: :thup
 
All good fun Joe :D

On the serious side, I do find the difference in radar signatures of various boats surprizing (and I am in the avionics business) which supports my opinion that running with radar in good visibility is excellent training in understanding what you are going (not) to see when it's dark/foggy/snowing etc. Which leads to the thought that even when you do produce a good reflection, it still needs someone on that "other" boat to see you if you do not see him.

So "Yes" I do also carry a radar reflector (and.... shhhh... AIS) and I even strongly support the heretic idea of running on autopilot in fog since it keeps me on course while my brain is dealing with all the other inputs concerning things that are determined to bite me.

Merv
 
I would like to add 4 recent good service awards.

1. Logitech
I recieved a top of line wireless mouse as a gift and the wheel became diffcult to turn. Emailed Logitech and got a free new mouse as replacement plus free UPS shipping to back them

2. MagLite
I received a AAA mini Maglite from Microsoft in the early 90's and switch wore out. Emailed them and a new switch was sent and some extra parts, too at no charge

3. Moeller
I am replacing 2 AL fuel elbows, nylon fuel pickup lines and antisiphon valves. I could not locate all of the correct parts for my application so I emailed Moeller
Long story short, they shipped 2 ASVs, 2 elbows and 2 tubes at no charge. I am mailing them a Dunkin Donuts gift card after Xmas

4. Davit Masters in Clearwater, FL
I needed a lift sling in early July made for our davits lifts. We drove to their office and allowed 2 hours per their instructions for same day fabrication time. They were unable to make it the same day for valid reasons like they were swamped with orders and short staffed. No problem, see you in the morning. We drove back the next morning, the sling was not ready and waited in the Office and looked at all of boating magazines. I dont have any. The manager shows up with the sling and it a perfect and he added string cables and fitting. I said How much while reaching for my billfold expecting $100 -$140 fee, he said
"no charge and go home and have fun with new (to us) boat)!"
A month later I mailed him a thank you card and a Donut gift card
 
I used a small AA Brinkman Flashlight at work for years. It has a pushbutton switch in the end, so no turning the light head to get it to come on. Bought it with a lifetime warrantee. When the switch went out, I called them and ask about getting a replacement, thinking that I would have to pay for the switch. Nope, mailed to me right away. Not once but 5 times in the space of 12 years. I have since given that same model of flashlight as a gift about 15 times. :note :note (singing praises) :note :note

Brinkman Flashlights here:
http://www.brinkmann.net/shop/Category. ... lashlights

And the specific light here:
http://www.brinkmann.net/shop/Detail.as ... num&id=146

Sorry, I don't know how to make the links short :sad

Brinkman: Great lights, Great service :thup :thup
 
I needed a fluid transfer pump and ordered one from AWS and something happened during the checkout and the order was not placed. It was not a big concern and I can wait until I place another order later. AWS emailed me and noticed the transaction was stopped during processing and have me 10% off code for any purchase. I ordered the pump right away.
 
hardee":1kiqz35d said:
Sorry, I don't know how to make the links short :sad
Click to expand...

While tinyurl will certainly work, and work well, it takes less effort to embed the link into the text of your post. Here's how:

Code: 
1. Click the URL button above the text window. a [URL] will appear.

2. Substitute an equal sign for the trailing bracket: [URL=

3. Paste the link in right after the = :

[URL=http://www.brinkmann.net/shop/Category.aspx?category=Flashlights+%26+Spotlights&subcategory=Flashlights

4. Type a closing bracket:

[URL=http://www.brinkmann.net/shop/Category.aspx?category=Flashlights+%26+Spotlights&subcategory=Flashlights]

5. Type the words that will be clickable:

[URL=http://www.brinkmann.net/shop/Category.aspx?category=Flashlights+%26+Spotlights&subcategory=Flashlights]Harvey's Link

6. Click on the URL button again which will insert a [/URL] :

[URL=http://www.brinkmann.net/shop/Category.aspx?category=Flashlights+%26+Spotlights&subcategory=Flashlights]Harvey's Link[/URL]

Here is what the finished link looks like to the reader:

Harvey's Link

Warren
 
I'll add a couple:
I wanted a inland lakes chip for my Garmin this past summer, but had a couple of problems, I was traveling (didn't have a consistent address) and I didn't know if the chip worked with my model of Garmin. I tried several vendors, no one could answer my compatibility question so I sent an email to Garmin. Within an hour I had my answer - way to go GARMIN !

Then I started looking at price, and although CommercialCaptains.com was very slightly higher than others, because of Matt's previous quick responses I decided to order from him. No answer, no answer, no answer to my email. THEN I found he was on his Honey Moon, can't blame a guy for not answering at that time. As soon as he returned he contacted me, then we found he didn't have the chip, but had a source. He then had to add it to his web site for checkout, then my DW (who has a little trouble getting along with computers) had trouble checking out and got things all "fouled" up. Matt (remember just off honey moon) then spent ~ an hour getting the order un"fouled" and on the way. Got the chip the next day general delivery to someplace like Podunk, NY. Way to go COMMERCIALCAPTAINS.COM ! And a Brat to boot !

I have no commercial interest in either of these, other than that of a satisfied consumer.
 
That is great. I have not purchased anything from Marc Grove and Charley at Wefings but they always answer my emails and C Brats too
 
Another that we experienced this past summer on the Erie Canal. Ess-Kay marina. The facilities were pretty good, not great, not bad, but the service was exceptional, and reasonably priced. We stayed 3 nights with them, used the courtesy car every day. When they didn't have something I needed at the ships store they called their competitors till they found it, then loaned me a car to go get it.

One of many businesses that have slipped my mind - till this morning, I received a Christmas card, with a hand written note, and signed all 4 workers ! I think I spent ~ $20 a night with them, and they know that we will probably never be back that way !

http://www.ess-kayyards.com/
 
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