Defender's indifference to Canadians

[DinoKanuck]

Defender.com 's indifference to Canadians

I'm dealing with Defender Marine and finding they take Canadian customers but don't give them the same level of service.

Any Canadians getting similar treatment from Defender or other US on-line stores?

No abilities for Canadians to log into the Defender site.
No splitting order for Canadians even if a 0.4 pound item is not in stock
Even if you get an order confirmation it means nothing. They will hold an international order without telling Canadians because of back ordered items. I called after 5 days because the UPS tracking URL they gave me was not showing progress.

I explained all this to Defender who does not see any problems

Guess having bought a 3G Radar, a chart plotter, a VHF w/AIS, a N2K backbone in the last 6 months before placing at $350 order means zip if you are Canadian.

Who cares if Defender's delays mean your niot being ready for a "Canadian" national holiday weekend. It is only Canadian anyway.

DinoKanuck

 

[Rick D]

Someone Cares...

...you just are not talking to the right person. Send them a link to this thread.

 

[Erieau]

My two experiences with Defender were both great. In one of them, they gave me a sale price that I missed by 8 hours! They didn't have to do that, and I'd have bought anyway!
Mind you, I didn't face back-order issues like you have, so we're not sitting in the same place.
Best of luck, and happy Dominion Day.

 

[kenn]

I find any cross-border shipping can be a pain.

But if you think you're getting bad service now, just wait til you need warranty service on that new gear... (I don't mean Defender, just the whole foreign warranty dance)

 

[DinoKanuck]

Re: Someone Cares...

Rick and Joe:

Good to hear of your positive experiences but I ain't sending any links to Defender or screwing with the Defender staff. Since starting to draft that posting it got worse.

One of the Defender employees did not like my tone when I pointed out the item they were holding my order for was a foam emergency plug which was not a "must have on any floating boat". He cancelled my order without tellling me even thought I told him not to cancel the order. I called to have the order shipped without the foam plug and they sold the N2K cable I had in my basket was sold. Now 2 of the items I need are back ordered!

I gotta work on my phone manners or find a Canadian supplier.

Dino

 

[DinoKanuck]

Kenn:

Any suggestions on Canadian on-line stores.My Defender.com days are done done done

Dino

 

[shanker]

I purchased $300 worth of items and had poor service and the follow up with Defender was simply rude. This was two years ago and I refuse to buy anything from them anymore. Lots of other places to shop!!

Just my experience.

 

[finding41]

Dino.
Here is one I have to promote. I got some things from them at the Toronto boat show. They are great! Super customer service! http://www.riggingshoppe.com/index.htm
I can't say enough good bout the rigging shop.

Here is another company I have dealt with in the past. They ship fast so expect to pay for shipping. http://www.marineoutfitters.ca/index.cfm?page=home
And http://www.boaterbits.ca/ they are good too.

 

[DinoKanuck]

Shaker:

I gotta say that things were good with Defender.com until I pointed out the wisdom of holding an order over a two foam plugs. Then it got rude.

The guy got rude and asked if I wanted to cancel the order. My reply was not to cancel the order but to say I just wanted to end my phone call with him. He cancelled the order anyway.

 

[DinoKanuck]

Finding 41

Thanks for the links.

Defender has great prices and selection but they snookered me on the 5 day delay and the removing N2K the cable needed for DSC to truly work

Dino

 

[kenn]

Kenn:

Any suggestions on Canadian on-line stores.My Defender.com days are done done done

Findings41 has provided some. Here's another: Binnacle

West Marine will do Canadian mailorder, and most of the Toronto chandleries (Fogh, Mason's, Holland, etc), even if they don't have a fancy-schmantzy online order system, will still do mailorder and have toll-free phone numbers.There must be similar stores in Montreal or further east.

We mainly buy at one of the many chandleries (above) around Toronto, or at the Boat Show, so I don't have any ordering experience with the Canadian strictly online marine stores, yet.

Relationships, even for online ordering, are still key. As you found out. if you can find a place with people you like, and put a bit into building a relationship with a deserving store, it can pay big dividends.

 

[DinoKanuck]

Thanks again Kenn. There are some Navinomics charts to but and www.Defender.com will not be getting the business

Dino

 

[joker460]

I've dealt with most of what's listed above with mixed results.

Binnacle (Canadian) is pretty good. Free shipping over $99.

http://ca.binnacle.com/index.html

 

[Flyboy69]

Kenn:

Any suggestions on Canadian on-line stores.My Defender.com days are done done done

Dino

Ever try Binnacle.com?? Always a pleasure, and, they're in Nova Scotia
sometimes free shipping

 

[Flyboy69]

I've dealt with most of what's listed above with mixed results.

Binnacle (Canadian) is pretty good. Free shipping over $99.

http://ca.binnacle.com/index.html

Hahaha what he said ...

 

[c_witch]

Try these links. Binnacle tends to be pricey.

The Binnacle Boating Supplies - Binnacle.com

Pride Marine - boating electronics accessories supplies hardware sailboat power - Ontario Canada

Stright-MacKay Marine Equipment

c_witch

 

[MetricMountie]

Dino

I've never had a problem with Defender but then I send most of all I order to Eastport where the boat winters or to a parcel drop in either Calais or Holton. Two day delivery on 99% of the orders the drive to pick the order up is worth the quick delivery. I did receive a new set of spreader lights from them yesterday that only took five business days from the time I ordered them and sent here. The thing that was a real PO was the brokerage fee of $60.00, it sure as hell wouldn't cost me $60.00 for a quick trip to Holton and the taxes and duties wouldn't have amounted to that figure either.

 

[DinoKanuck]

Flyboy, joker,C witch,, thanks for the links and advice. I'l definitely do some comparison shopping in the future.

Metric: I got a PMB in both those places but I was lazy this time Do you drive for the Buffalo Taxi Company.

Dino

 

[Scott B]

Cross border is always tricky. Unfortunately we get screwed up here by inflated prices, which makes it very tempting to order from the south. You always need to check on shipping policies, costs and methods and how a supplier deals with partial orders. Sometimes duty, brokerage fees etc. etc. makes it not worthwhile to ship across the border.

 

[Scott B]

I gotta work on my phone manners

Dino

Maybe that's part of the problem??? dunno, just saying that polite communication goes a long way to getting what you want.