Origo 6000 from WM

[Jeff and Sarah]

I ordered an Origo 6000 from WM on January 26th to have it ready to go before boating season arrived. It arrived today, 2.5 months later. To add insult to injury, it arrived damaged. We'll have to see how well WM resolves the issue, but needless to say, I am not happy. After spending that much money and waiting so long for it to arrive, I think I am justified to want it to be in perfect shape!

The appeal of the Origo 6000 was the ability to remove the pressurized alcohol system I currently have (and hate) and not get stuck installing a full propane system. I certainly hope this gets worked out quickly.

[tjr818]

I would wonder where the fault lies. I would certainly expect WM to correct this right away, but I would also be sure to let Origo know what has happened handle them know of your unhappiness.
Sorry to hear of your misfortune. Best of Luck,

[Jim Walsh]

I'm not familiar with them so I took a look online. After seeing the price I'd be upset also after an unusually long wait for a pricey stove. Good luck.

[moctrams]

I bought one from Defender and it shipped the next day. The price really increased from what I paid.

[Jeff and Sarah]

I bought one from Defender and it shipped the next day. The price really increased from what I paid.

They sure are getting expensive quickly. Hard to find as well, which is partly why I ordered it. I thought if I waited much longer it would double in price or be impossible to find. It is still much cheaper than installing a propane system (in time and money), or at least that is what I keep telling myself!

WM said they need to talk to Origo who wasn't answering their phone. I'm waiting for a call back tomorrow morning.

[Sea Hunt Video]

Jeff and Sarah:

A couple of thoughts based on bad experiences.

1. Take detailed and copious photos of the stove, the damage, the packaging, etc. You do not want WM or Origo or the shipper alleging there was no damage or minor damage.

2. Do not allow these three (3) to start pointing fingers at each other. WM may say it's the shipper fault; the shipper damaged the item during shipping. Origo may say we sent it to WM in good condition; WM must have damaged it. The shipper may say it's WM's fault.

The bottom line is it is NOT your fault. You have the photos (or will soon) to show how it arrived. WM does a LOT of business with Origo and with whatever shipper they use (FedEx, UPS, USPS, etc.). They will want to keep a pleasant relationship.

A question: Did you observe the damage when the shipper delivered the Origo 6000 or was the damage only observable internally after opening the package If observable from the outside, did you say anything to the shipper when the driver delivered the package

Your bottom line position is you want a new, undamaged Origo 6000 delivered ASAP (even before the damaged one is returned if possible) because, as you will remind them, you are shortly heading out on a summer cruise.

You will probably want to focus on WM versus talking to Origo or the shipper. You have no contractual relationship with either Origo or the shipper. Your hook is WM. They have the relationship with Origo (selling their product) and the relationship with the shipper (WM hired them to deliver your Origo 6000). If there is the slightest hesitation on the part of WM to promptly ship you a new, undamaged Origo 6000 I would not hesitate to remind them of the business you do with them, your large circle of friends who shop at WM and, if possible or appropriate (subjective) a reference to this website and the posts. Bad press is not something WM wants, especially when it is viewed by thousands of sailors who frequent WM stores.

If the WM store is unresponsive I would not hesitate to march up the corporate ladder. Eventually, you find someone with a brain who will recognize that customer service and responsiveness are important to a good corporate business and it is not worth the bad publicity and press, not to mention one pissed off long term customer.

JMTC

[jen1722terry]

Very sad to hear about this misadventure.

The other advice seems quite sound: get on WM's case.

We bought a 6000 in '13 for $200 less. We had our yard order it for us (Great Bay Marine, Portsmouth, NH). They had it in a week.

I just checked Defender and they don't list it, not even for back order. I know they used to. Odd.

Maybe get the distributor list from Origo and call around.

If WM is not responsive, let us know. We belong to several owners groups (including the huge Catalina group) and forums and we'll spread the word. Maybe let Prac. Sailor know also.

Problems aside, we love our Origo. Very safe, sturdy and is not all that much slower than propane. A few folks have reported oven fires caused, if I recall properly, by putting very hot pots in the oven. Maybe research that one for I think there is a work-around.

We'll light two burners in the morning and it warms up the cabin in 10 minutes. A gallon of alcohol lasts
for a month or more of live abroad. Great stove!

Best of luck

Jenn and Terry

[jen1722terry]

Did you check with Bacons in Annapolis. I know they've had some used ones on the past. As the stove has so few moving parts and the burners are just simple Asa's canisters, used might be a good idea.

Jenn and Terry

[Sea Hunt Video]

WM said they need to talk to Origo who wasn't answering their phone. I'm waiting for a call back tomorrow morning.

I went back and re-read your earlier posts.

Again, I would make it VERY clear to the WM store (and corporate if necessary) that you don't care about any conversation between WM and Origo. That is irrelevant to you. You bought an Origo 6000 stove from WM. It was broken/damaged when delivered. You want a new, undamaged Origo 6000 delivered immediately. Period. The only conversation WM should be having with Origo is to immediately obtain and expedite ship an Origo 6000 to your address. The finger pointing and credits and debits can all be sorted out between WM, Origo and the shipper at some later date.

I would make it very clear to the WM store (and corporate if necessary) that you are not going to be talking with either Origo or the shipper. Your only contractual relationship is with WM. It is WM's job to make this right. Period. Right now, WM has your money and you have an Origo 6000 stove you bought from WM that you cannot use.

I do not know your personal situation, sailing plans, etc. That said, you may also want to consider telling WM that you want an immediate full credit on your credit card (assuming you paid with a CC) with an email confirmation of full credit from WM sent by WM today (that is, Tuesday). Alternatively, I would make it VERY clear to WM that if this is not resolved immediately to your satisfaction you will be calling your credit card company before 5 p.m. today (that is, Tuesday) to dispute the charge. WM will NOT be getting their money on this sale. You are not paying for damaged goods. Period.

[Bill Goldsmith]

WM charges top dollar for most items, and in return you get good product availability, a very generous return policy, good customer service and its rewards program makes it pretty competitive with discounters if you take advantage of it (I am just a lowly customer, not plugging in any way).

Here you paid top dollar, did not get good product availability, but should expect good customer service and that they will take the return no questions asked. I can't imagine they will try to blame the carrier or argue that you somehow damaged it yourself. The wording of their web site is pretty clear:

http://www.westmarine.com/CustomerServi ... -Exchanges


Returns & Exchanges

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Step 2: Repackage the item in its original packaging and ship the items back to us. We will replace defective units and exchange for the same model and style only.

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[Jeff and Sarah]

Thanks for all the great input and replies. WM called yesterday to say a new stove is on its way. I haven't recieved shipping info yet but they said I should expect that today. No word yet on how to return the damaged stove- if given the option I'd prefer to just drop it off at my local WM. I might propose that next time I have some free time to call the service department. Aside from the delay shipping the stove (which I confirmed several times over the 2.5 months was a supplier (Origo) issue, not a WM one), WM has been very helpful throughout the process. I'm frustrated for sure, but I can't say that WM was the cause of the problems.

I have been keeping an eye out at Bacon Sails- I live only about 10 minutes from their shop so I swing through from time to time to see if they have any and they never do. I know a lot of people like Bacon's store but I haven't had great luck finding things there. It doesn't help that they are oddly closed on weekends. Nevertheless, I'm thankful to have a resource like them nearby. I also lived near Sailor's Exchange when I lived in FL- they were another great place to find the random odds and ends we sailors need. I highly recommend giving them a call if you ever need help tracking down something specific.

[Jim Walsh]

That's good news, hope everything works out well. Situations like this are normally an inconvenience but when it's a big ticket item it puts it in a whole new category.

[jen1722terry]

Yeah, really great news.

BTW, you mat already know this, but using alcohol designed for stove avoids bad odors.

Enjoy cooking on that wonderful new stove

Terry

[Jeff and Sarah]

Well it turns out I was wrong about WM handling this well. Despite being told the replacement would ship on 4/12, then later being told it would ship on 5/6, no replacement stove has been sent yet. I spoke with a WM supervisor yesterday who told me he'd be sure to get this handled in a reasonable time frame which just about sent me through the roof. I told him to stop using the word "reasonable" because that ship had sailed over 3 months ago. I am continuously told it is a vendor problem- I told them WM is my vendor so I don't want to hear anything about the manufacturer anymore. I ordered from WM and I expect WM to solve this issue. I'm waiting for an update from WM today (which if all previously promised updates are any indicator, I won't get) and then I'll be contacting executives at the company directly. Because I live in Annapolis where WM alternatives are available, this will be my last WM purchase other than small items that can be paid for 100% with my awards points. Despite years of being a relatively satisfied customer, WM will not receive any more money from me. I own 3 boats and they can all be maintained with parts/pieces obtained elsewhere.

Sorry for the rant. This has become unnecessarily frustrating.

[Sea Hunt Video]

If there is the slightest hesitation on the part of WM to promptly ship you a new, undamaged Origo 6000 I would not hesitate to remind them of the business you do with them, your large circle of friends who shop at WM and, if possible or appropriate (subjective) a reference to this website and the posts. Bad press is not something WM wants, especially when it is viewed by thousands of sailors who frequent WM stores.

If the WM store is unresponsive I would not hesitate to march up the corporate ladder. Eventually, you find someone with a brain who will recognize that customer service and responsiveness are important to a good corporate business and it is not worth the bad publicity and press, not to mention one pissed off long term customer.

Sarah and Jeff:

I am disappointed to learn of your continuing issue with WM. I renew my suggestions copied above. I would stress with everyone at WM that you have 3 sailboats, you have several marine supply choices in your area and you are a frequent poster on this forum (and any other forums you may frequent). I would also make clear to each individual you talk with that you are working your way up the corporate ladder. At some point someone with a brain will realize they need to act and the effort to satisfy you is minimal - a new Origo stove.

Most importantly, make sure you take detailed notes of each and every phone call - date, time, name of person(s) you spoke with, duration of call, content of phone call, etc. Most large corporate stores record conversations, make notes on a computer screen, etc. The general public would be amazed at the change in attitude of corporate officials when they learn that the unhappy customer has detailed notes corresponding to their notes. They may deny having their notes by destroying them; they cannot deny your detailed notes.

I know it has been a while since your purchase. If bought with credit card you may want to also call cc company and, if still possible, dispute the Origo 6000 charge from WM.

From my perspective the biggest "hammer" you have is making sure that WM knows you have (and will) broadcast their attitude in this website and others. I would give them the CDSOA web address and your moniker ("Jeff and Sarah"). Let them see that so far almost 260 sailors with sailboats, money and access to WM (and other marine suppliers) have read about WM's obstinate attitude.