TackTick - Lousy Support

jbondy · #1 (**permalink**) 09-24-2008

A while back, we bought the TackTick wireless wind system, consisting of a masthead transducer and analog display. Right out of the box, we experienced problems. The transducer wouldn't spin in winds below about 8 kts, which was the threshhold for whether we would bother to pull up the sails, so it would display 0. Sometimes, the two units would lose communication. I got in touch with Ocean Equipment, the US distributor, for warranty support. It took close to two years, which is the warranty period, and a half dozen attempts to get a reply. They eventually responded, so I thought I was finally on a path to satisfaction. I was told to ship the two units back and they would honor the warranty, which I did. To shorten the story, they sent me a refurbished transducer, but lost the display, claiming they never received it. The best they are willing to offer is to sell me a replacement. Despite the fact that they are offering to do this at "cost", I think this is unacceptable. They lost it and I have to buy a replacement?

I've tried reaching out to the manufacturer, a UK company, to complain about the customer service of their US distributor, but they also do not respond. It was a POS out of the box and the customer support has been atrocious. Stay away.

sailingdog · #2 (**permalink**) 09-24-2008

I have TackTick gear on my boat and haven't had any trouble with it. Either have the dozen or so other boats that I've gotten switched over to the system. Who did you talk to at Ocean Equipment??? I might still have the e-mails from when I had been speaking with them, and might be able to give you a different person to deal with.

Rockter · #3 (**permalink**) 09-24-2008

They have lost your property. How would they know you never sent it? What did your covering letter say? Did it mention the display? If so, why did they not query its absence?

sailingdog · #4 (**permalink**) 09-24-2008

Also, how did you ship the display and transducer to them? If you shipped it UPS or FedEx, did you request a signature confirmation? If so, you should have a signature as evidence it was received. If you shipped it and asked for a signature confirmation, and didn't get one, then you have to take it up with the shipping company.

If you didn't ask for a signature for confirmation, it is pretty much your own fault IMHO, since there is no proof it was ever received.

jbondy · #5 (**permalink**) 09-24-2008

The covering letter mentioned both items. I raised the issue to them when I received just the one item back from them, two months later.

I have been dealing with *** ******. He seems like a nice guy, but won't admit the possibility that he made an error in this case. He won't go so far as to state that I must be trying to scam them out of a free display, but that's the implication. I find it offensive.

hellosailor · #6 (**permalink**) 09-24-2008

If the cover letter mentions two items are enclosed, and they never refuted that in a timely manner, I would expect any court in the land to hold them responsible as having accepted delivery of two items.

The question is, where are they located, what court can you drag them into, and what will it cost you to force their hand?

You might try "Ron, if we have to go to court, its going to cost you more for the lawyer than for the display. Then you're going to have to pay all the courts costs on top of it. If you just do the right thing, that's also going to be the cheapest thing you can do. Take it up with your receiving clerk, if the cover letter says TWO and they only got ONE, the time to debate that was two months ago, not now. You want to just do the right thing, or do you want to pay your attorney for a consultation and then give me a call back tomorrow and then ship me a display like he tells you to?"

Stillraining · #7 (**permalink**) 09-24-2008

Hey...I think I remember sending them ALL my gear too...

Just Kidding... Im not to be trusted..bad wicked sinful flesh...repent..repent..

sailingdog · #8 (**permalink**) 09-24-2008

jbondy-

When I get back to the office, I'll see who I was corresponding with over at Ocean.

If I can find the e-mails, I'll PM you with contact info.

ambianceack · #9 (**permalink**) 09-24-2008

Ok- not to digress but we were thinking of using this system on our boat. The top of the mast is 50-feet or so above deck. Does Tack tick work at this distance?

jbondy · #10 (**permalink**) 09-24-2008

It's certainly supposed to.