Origo 6000 from WM

[Bill Goldsmith]

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.

This is unacceptable. They should at a minimum refund or credit you with the amount paid and place the item on "backorder" in which case you won't be charged until it ACTUALLY ships. Ot if you choose to cancel the order they should immediately refund any charges made to your credit card. There is no excuse for having banged your credit card where the actual ship date is not known. They would have kept you as a somewhat happy customer if they had contacted you, advised the replacement item was now on backorder, and asked whether you still wanted to continue with the order.

[Jeff and Sarah]

Roberto, thanks for the advice. I agree with your recommendations and that will be my intended course!

Bill, I totally agree. I told them that yesterday and prefaced it with "this is pretty ridiculous I even need to mention this when you should have just refunded the money right away". Their response was that the refund request seemed reasonable (I told them it wasn't a request and it wouldn't be considered a resolution) but they want to make sure the stove isn't shipping right away which would make the refund a pointless exercise. Apparently they want me to have faith the issue is going to be suddenly resolved.

The guy today was a bit snarky. He said he'd "drive to the factory, build the stove, and ship it himself" if he could. That isn't helpful. A tracking number showing the stove on its way is the only thing that is helpful at this point.

[Sea Hunt Video]

The guy today was a bit snarky. He said he'd "drive to the factory, build the stove, and ship it himself" if he could. That isn't helpful. A tracking number showing the stove on its way is the only thing that is helpful at this point.

Somebody says that to me the first (but not the only) thing I do is say "thank you; have a nice day" and immediately hang up. I then document the exact words s/he used. Then, I am immediately on the phone to his boss/manager. Also the BBB at that point.

ALWAYS get someone's full name before initiating any conversation. If they won't give you their name ask for their supervisor. If they only give a first name demand their last name. There are a million "Joe's" out there. There is only one "Joe Oliver" (made up name ) that works at your WM store. Refuse to talk with anyone who will not give their full name. When (if) they give it then ask if the conversation is being recorded by them. If they say "yes" then ask again if that is their true name. Please trust me when I tell you the lies told by business people on a phone

Your item is almost $2,000. The conduct of WM is outrageous. It will certainly have an impact on my decision about where to buy marine supplies. I live in a large coastal city with a lot of options. WM is quickly becoming my last (if ever) option.

[Jim Walsh]

Roberto, thanks for the advice. I agree with your recommendations and that will be my intended course!

Bill, I totally agree. I told them that yesterday and prefaced it with "this is pretty ridiculous I even need to mention this when you should have just refunded the money right away". Their response was that the refund request seemed reasonable (I told them it wasn't a request and it wouldn't be considered a resolution) but they want to make sure the stove isn't shipping right away which would make the refund a pointless exercise. Apparently they want me to have faith the issue is going to be suddenly resolved.

The guy today was a bit snarky. He said he'd "drive to the factory, build the stove, and ship it himself" if he could. That isn't helpful. A tracking number showing the stove on its way is the only thing that is helpful at this point.

In a situation like this where you are certain no other product will do perhaps going straight to the source can have an impact.
http://www.dometic.eu/markets/yacht-boat/
Dometic may very well shed some light on why their product is unavailable from one of their chosen retailers.
They also have their USA contacts here. http://www.dometic.com/USA/About-Dometi ... metic-USA/ This must be the wholesalers whom WM gets their product from.

[Sea Hunt Video]

Sarah and Jeff:

I apologize for posting so much but I really hate when decent people get screwed by large corporations who don't give a damn about the individual.

Although you ordered your Origo 6000 in January 2016, it was not delivered until 11 April 2016, less than one month ago. Presumably (hopefully ) WM did not charge your credit card until the Origo was shipped. If so, it is possible that you still have time to call your CC and "DISPUTE THE CHARGE" for the Origo 6000. I would do this (or try to do this) ASAP - right now, before anything else. I had suggested this in an earlier post but I am not sure if you did it.

If the CC accepts your "charge dispute" and annotates their file accordingly, you can (and should) then call WM - both the local store and corporate, and tell both that you have notified your CC that you dispute the $2,000 charge (or whatever the exact amount is).

As long as WM thinks it is getting its money it has little incentive to "make things right." If you can get the CC to refuse payment to WM because of the "charge dispute" this will/should get the attention of someone with a brain at WM.

Again, sorry for so many posts.

Good luck

[Sea Hunt Video]

Jim and all:

I am still out of commission with a virus so time to post. Sorry

Jim, I am going to respectfully disagree with you. I would not recommend that Sarah and Jeff call anyone except WM.

If they were at the stage of looking to replace their Origo stove and were searching for a supplier, distributor, retailor, etc., then yes, if WM was not being fully cooperative I would recommend calling Germany (country code 49) or Indiana and see what can be learned about products in the pipeline.

However, Sarah and Jeff have already paid for their Origo 6000 (~$2,000). They want one of two things - either an undamaged Origo 6000 delivered immediately to their location or a full refund of their purchase so that they can then start looking for a replacement. Calling Origo distributors, suppliers, retailors, etc. does not get Sarah and Jeff what they are entitled to.

Sarah and Jeff need to put daily/hourly unrelenting pressure on WM to "DO THEIR JOB " Calling around to suppliers, etc. is doing WM's job for WM. Respectfully, I think this is wrong and will leave WM with the impression that WM can drag their feet.

JMTC

[Jeff and Sarah]

WM has continued to disappoint. They are now telling me the stove might ship at the end of June, but they were very clear to offer no promises. I have cancelled the order and will return the damaged stove for a refund. I told them I simply wanted the issue resolved and asked what discount they would offer on the damaged stove so I could just move on with my life. They offered to refund about $200 which was definitely not worth it. I'd rather pay full price for an undamaged stove. I look forward to having the large box out of my dining room!

The good news is Defender now sells the Origo 6000 (I've never seen it listed on their website before so I was surprised to come across it today). They show that they have 5 in stock (so no need to wait for Dometic to manufacture and ship it) and their price is several hundred dollars cheaper (and no tax). I will need to pay shipping (WM's was free) but that is certainly a small price to pay at this point! I ordered the stove from Defender this morning.

WM has lost me as a customer. Between the internet and Fawcett Marine in Annapolis, I have zero need to shop at West Marine ever again. I have previously defended them in many internet forums as I had always had a positive experience in their stores. I guess the folks who were complaining about them were right... I understand all stores will encounter vendor issues. WM doesn't make the stove so they can only do so much to resolve the issue. My overall issue is that they continually promised inaccurate shipping dates that were at best guesses meant simply to placate my frustration and they promised several follow-up emails which never came (until the last person I spoke with who did eventually email me back).

[moctrams]

I gave up on "worst marine" a long time ago. I just don't understand why they are so incompetent.

[Peter Nuss]

You might be approaching this wrong after almost four months of listening to their stories. Do you have any of this problem on email? If you don't that might be problematic. If you do, simple contest the charges thru your credit card company. They'll want to see emails showing you have been trying to resolve the issue and being patient. Sometimes simply giving them dates of when you called, what was said etc., might work also. You'll get the charges reversed thru your credit card. Then it's all on WM to make their move, by dealing with the credit card company. But, you'll have your money back. WM will pay return shipping if they want the stove back. If they don't deal with the credit card people in a timely manner, and pay return shipping you'll end up with it for free. Well, it will cost you the hassle you have been thru this far, but, it's WM problem and no longer yours.

I've done this several times to resolve long term problems such as this. If you don't hit them in the wallet, all the online complaining they could care less about. You'll feel better, but the problem will continue on their schedule to satisfy you if ever. The credit card companies have a lot more influence on businesses then a few dissatisfied customers.

Hope this helps.

[Sea Hunt Video]

Sarah and Jeff:

I am very sorry for your experience. It's an education for a lot of us. West Marine ain't the only marine supply store in town.

I am sure you know all of this and will do it if you have not already done so, but ..........

1. Make sure to take detailed photos of the Origo 6000 in the condition it is/was in when it was delivered.

2. Make sure that when you return the Origo 6000 to WM that you obtain a written AND SIGNED receipt that both acknowledges the return AND confirms IN WRITING that you are receiving a FULL REFUND (not a store credit). Simply stated, you should not be out of pocket one nickel as a result of this ridiculous situation created by either WM, their supplier and/or their shipper.

3. I had previously suggested disputing the WM charge of $2,000 with your CC. I am hopeful you have done this. If so, then it is up to WM to reverse the charge on your cc and zero out your account or write you a check for the FULL REFUND.

For whatever it may be worth, I have ALWAYS had excellent relationships with Defender and their sales/support staff. Exactly what I ordered, delivered when promised and in perfect condition. I am not sure I would order 100' of 1/2" ACCO chain from Defender but then.........................

[Jeff and Sarah]

The saga has ended. I have received my refund from WM and the new stove from Defender. I ordered the stove from Defender on Thursday and it arrived on Tuesday. As one would expect in this story, I had a raging case of the flu when it arrived so I wasn't able to inspect it until today- perfect condition! It took Defender 3 business days to deliver a perfect stove and West Marine 10.5 weeks to deliver a damaged one. I won't be shopping at West Marine anymore, but I'm happy that I ultimately found a cheaper (much cheaper) better option!

I'm ready to cook something!

[Sea Hunt Video]

Sarah and Jeff:

Congratulations

I received in the mail today a flyer from WM about upcoming sales. Not likely I may go to the local store (on the way to the sailing club) and tell the manager why I won't be looking to buy any of the items in the flyer.

Enjoy your Summer sailing adventure

P.S. As long as you are cooking may I place my order for Sicilian Spinach and Meat Lasagna please.

[Bill Goldsmith]

Good to hear. What an ordeal. At least they should give you the appropriate amount of Advantage Rewards certificates as compensation for holding your money all that time. You could use the Rewards as your last transaction with them (but you would have had to be a Rewards member at the time you made the purchase I think).

Defender is a great resource and I have never had an issue. I love going to their annual sale in March in Waterford, CT. It's a madhouse but it still feels like dealing with a small business (compared to WM).

[jen1722terry]

Wonderful News!

We hope you like your 6000 as much as we like ours.

As for WM, we've had a few problems with them over the years, but none with Defender that I can recall in over 40 years of purchases and returns.

Happy cooking!

Jenn and Terry

[Tom Keevil]

I know this post is over a year old, but thought an update could be useful for those searching the archives.

We just installed an Origo 6000 stove and oven. We purchased it from West Marine for two reasons; it was the lowest cost (an unexpected surprise), and there was no shipping charge if we picked it up at the store. We ordered it at the store, rather than online, as this is better financially for the local owner. He said it should arrive in two weeks, and he was correct. We had a change in travel plans, and he cheerfully stored it at the store for nearly two weeks until we picked it up. The stove was undamaged, and the installation was reasonably straightforward.

We buy most of our marine supplies from the local chandler in Nanaimo, BC, followed by Fisheries Supply in Seattle, Defender, and last of all West Marine. But West Marine has treated us well.