The only thing worse than Nacra's customer service is the dude they have for "a dealer" in eastern Virginia. Can someone advise on a technically astute parts supplier for Performance who understands the meaning of customer service? Care to sniff what I'm talking about just peruse their web site http://www.performancecat.com/links.cfm , call for technical advice, seek (current) parts list or prices, view an owners manual, or, for a quick taste, listen to the recording you get by calling their corporate headquarters 714-835-6416
30-years of excellence? Really? I consider this the Chrysler of catamarans.

If you post what you might need here, info, or parts, I'll bet the crowd will be glad to help.

Todd

I have talked to Kevin(the dude they have for "a dealer")at a couple races in VA Beach and he seems reasonable to me. If you need help on something specific it would probably be more productive to post a question on the forum rather than complaints about a corporate headquarters.

For some bits try the nacra europe website, this i think now is really the nacra hq. http://www.nacraeurope.com/

Hokie, if ever you get dragged around the way i have by "seemingly reasonable gents" then you too should be entitled to speak. You're surely right about taking the more productive path so i'll leave out the gory details and seek a new dealer. As for the folks in California, well, simply put, a sail craft is only as good as its maker and until Nacra rights their ship my support's back to Hobie. Just my opinion mind you.

As for help, i just received an e-mail from the Cat House in Michigan so i'm hoping they can right what "the dude" wronged.

So what about anyone else's experience with Performance Catamaran in the US. Am i misinterpreting this view on their customer service? Can anyone talk to them?

It has been my perception that Nacra HQ wishes most of the customer facing duites be left to the local dealer. I have never had any direct interaction with the "factory" and have always gotten good service/advice/timeliness from our local dealers (University Marine - back in the day - and Key Sailing).

I don't own a Nacra now, but it is not because of their support model. Overall, my experiences with them have been favorable.

I've dealt with Kirk Newkirk at Key Sailing in Pensacola, FL and he has always done right by me. I bought my first boat from him in 1996 and recently bought my Infusion from him last summer and he was very responsive and took very good care of me.

In defense of this dealer in Virginia I will say he's most personable and comes across as determined to do what it takes to satisfy. He just has trouble with the truth. Having personally sacked a few salespeople myself for "dishonorable behavior towards customers" I tend to be unsympathetic when treated this way, not by the rookie in a business, but by the owner themselves. C'est la vie. Find a good dealer / manufacturer and stick with 'em.

New England Catamarans - Risk Bliss.

Speak with your wallet... poor customer service is an open invitation to serious business people who understand EVERY customer is the only customer. I tell my customers that I am 3 oclock in the morning local. Though I have yet to be called out at that hour, they know I am serious about their needs.

Maybe they have too many customers...

If you need a good parts/supply guy, try Rick Bliss. He is currently with the Tybee, but I expect will be heading home to New England very soon. He is someone I like and admire, and I know many of his customers, and they have all been happy. In New England he is the Nacra dealer, and gives much better service than the Hobie dealer. Good customer service is very hard to come by in any business these days. Most people in my experience, just don't get it. I've used Murray's for years because they are so reliable. I would bet Rick and Mary really stand behind their sales too.

Yep. But not for special parts -- like Nacra's -- since they don't sell them.

There is a learning curve here. If you start from the manufacturers for parts, you are in for the rude shock you (ebot) got. These folks are no good on basic sales communication. Eventually you learn with "direct indirectness" that the dealers are the point of contact; and as has been mentioned, some dealers got it and some don't.

My worry is that cat sales and parts sales are moving into the high price boat range. If you want something, you need to realize that two zeros now stand to the left of the decimal before you get to the real numbers on most parts. Maybe more. And the relationship with the dealer has to cultivated. This is getting to be like horse ownership. With that, you got to have a six-figure income to buy or play. Not Hobie Alter's dream...

The others in this thread have it right.
Nacra Dealers are just guys, & some are better than others. We are lucky on the east coast to have two truly Great Nacra Dealers. RICK BLISS of New England Catamarans Has Taken Parts of a Brand New Boat to send me Parts for my I-20, so I would not have to wait to get them from Nacra-California. Kirk Newkirk of Key Sailing is Great, too. I generally chose Rick over Kirk, Just for the sheer fact that I met Rick first, But you should have NO TROUBLE with either of them. They're both at the T500 right now, But Give Rick or Kirk a Phone Call when they get back, and explain your needs. I bet your hat that If they can't help you they will tell you where you get help promptly.
I've never actually bought anything from CatHouse, But I've talked to them on the phone and at the races, and I get the feeling they would be good to work with too.
CAVEAT, though, I don't think I would start the conversation with the Negative comments about the other guy, just start with a simple introduction and go from there. All those guys know each other and you want a positive business relationship with them, So don't start off on the wrong foot.
Just my opinion, But I'd run with it if I were you.
CARY
ACAT Boyer Mk IV
SEACATS