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Catalina/Capri 25/250 Sailor's Forums

General Sailing Forum

Harken quality slipping?

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OJ
Master Marine Consultant

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USA
4382 Posts

Initially Posted - 07/11/2014 : 17:50:52

Purchased a Harken 2636 40mm swivel block. The pin that swivels binds in spots.

Called APS and they said spin it back and forth and it will free up. Did that and the swivel pin got pretty warm and it still binds - no improvement.

Called Harken and they said to apply a dry lubricant. After all the careful work I have invested in prepping the mast for spinnaker hardware and now I have to go acquire dry lubricant for a block I paid $30 for?

<font size="6">Really???</font id="size6">

I'm going online to look for a Ronstan - the Harken is going back.

I used to work for a Malcolm Baldrige National Quality Award winning company. They won the award twice in fact. At that time there was a statistic about customer retention; it costs 5 times more to win a customer back than to keep one.

Now watch, the Ronstan will bind also!

Edited by - on

panhead1948
Captain

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345 Posts

Response Posted - 07/11/2014 : 17:54:43

go to Garhauer. They have quality blocks and great prices

Edited by - on

pastmember
Master Marine Consultant

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2402 Posts

Response Posted - 07/11/2014 : 18:11:22

Ronstan has been getting better and better, I use several of their blocks. I think Garhauer is junk; my opinion.

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hewebb
Admiral

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USA
761 Posts

Response Posted - 07/12/2014 : 03:16:55

I have had great service and product from Garhauer. Also, I have purchased some items from Nautos on e-Bay. So far they seem to be OK. We'll see how they hold up. I have not placed any of them in critical locations that failure would cause a serious problem.

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shnool
Former Capri-25 Tech Editor

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USA
1032 Posts

Response Posted - 07/12/2014 : 07:25:12

Ronstan stuff is Ok... Harken is usually better than your results.. Garhauer, has been good to me, prices good, but the hardware is heavy (not always a bad thing).

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Steve Milby
Past Commodore

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USA
5902 Posts

Response Posted - 07/12/2014 : 08:32:16

Whenever you call customer service about a defective product, you should decide in advance what is an acceptable outcome, and then insist on that outcome unless they make a reasonable suggestion that you hadn't thought of.

For example, when the rep suggested that you apply a dry lubricant, You might have replied, "I have a better idea. I'll send the defective device back to you at your cost, and you can buy an expensive dry lubricant and apply it yourself. Meanwhile, just send me a new device that works."

If the Rep declines, ask to speak to his supervisor. Don't take "no" for an answer.

IMO, when the item is something like an expensive block, if something is binding so much that it gets warm, it's defective, and the company owes you a replacement.

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OJ
Master Marine Consultant

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USA
4382 Posts

Response Posted - 07/12/2014 : 18:58:45

quote:
Originally posted by Steve Milby

Whenever you call customer service about a defective product, you should decide in advance what is an acceptable outcome, and then insist on that outcome unless they make a reasonable suggestion that you hadn't thought of.

For example, when the rep suggested that you apply a dry lubricant, You might have replied, "I have a better idea. I'll send the defective device back to you at your cost, and you can buy an expensive dry lubricant and apply it yourself. Meanwhile, just send me a new device that works."

If the Rep declines, ask to speak to his supervisor. Don't take "no" for an answer.

IMO, when the item is something like an expensive block, if something is binding so much that it gets warm, it's defective, and the company owes you a replacement.

Thanks Steve, I guess I'm willing to give a little to correct a minor issue. You are correct, the block is defective and needs to be replaced or simply returned. I am going to ask for one of the Harkin boys e-mail address and send the link to this thread to him.

Anyhow, West Marine (to my surprise) had a 40mm Ronstan swivel block in stock and it swivels almost like it has ball bearings. That's what will be the top of our mast this summer.

Edited by - OJ on 07/12/2014 23:47:23

dasreboot
Admiral

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804 Posts

Response Posted - 07/13/2014 : 08:38:13

Also, I have purchased some items from Nautos on e-Bay

their prices on ebay are a couple off dollars more than on their site.

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OJ
Master Marine Consultant

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USA
4382 Posts

Response Posted - 07/17/2014 : 07:09:33

Sent defective block directly to Harken. I wonder if they understand quality assurance. I haven't told them that I substituted a Ronstan block. Wonder if they care!

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awetmore
Master Marine Consultant

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USA
1144 Posts

Response Posted - 07/17/2014 : 10:56:14

I only buy Ronstan blocks in person. I've noticed a significant difference in the amount of friction in their sheaves.

I've had good luck with Harken.

I always think about buying Garhauer, but there are few places where I want to install a heavy block on my boat.

Edited by - on

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The Officers, Staff and members of this site only provide information based upon the concept that anyone utilizing this information does so at their own risk and holds harmless all contributors to this site.