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Catalina/Capri 25/250 Sailor's Forums

Catalina 250 Specific Forum

ordering catalina parts

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mjnee
1st Mate

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USA
36 Posts

Initially Posted - 05/15/2007 : 15:25:35

I have a 1996 Catalina WB 250. It's new to me and has not been in the water yet. I have to replace the swing keel cable. I've checked out archives and have gotten a lot of info. My problem is with Catalina. I've tried calling them to order the cable and questions about other parts. The person that answers the phone does not seem well informed. Trying to order on-line has not worked out either. Am I missing something?

Inis Ni'

Edited by - on

delliottg
Former Mainsheet C250 Tech Editor

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USA
4479 Posts

Response Posted - 05/15/2007 : 16:57:06

Not that this is going to make you feel any better, but I've been trying to get a response out of Catalina for over a month on some missing pieces for my mast. I finally got a piece of email from Catalina FL saying that they were handing my problem over to Catalina CA because my boat is too old for the FL factory to have notes on it (it's a '97). The FL guy even CC'd a Butler, but no one from CA has contacted me, responded to emails or returned phone calls. I've left several messages for someone named Chris at the CA factory (that's who the receptionist always forwards my calls to). I've tried calling different days of the week, and different times of the day with no luck getting a person to actually answer beyond the receptionist. Overall not a particularly good customer service response. I'm not trying to get the stuff for free, I'm just trying to get them.

Edited by - on

John Russell
Master Marine Consultant

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USA
3444 Posts

Response Posted - 05/15/2007 : 17:47:18

This is surprising to me. I recently sent them an e-mail and asked for some measurements. Kent (Kent@catalinayachts.com) in CA immediately forwarded the note to FL where Warren went out to the factory floor and measured a 250 in progress and sent me the numbers. All in just a couple of hours . I wasn't even going to buy anything. I found them to be very helpful.

I wonder if "a Butler" was Frank, you know the guy that designed the things?

Anyway, have you tried Catalina Direct? https://www.catalinadirect.com/

Edited by - John Russell on 05/15/2007 17:51:41

delliottg
Former Mainsheet C250 Tech Editor

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USA
4479 Posts

Response Posted - 05/15/2007 : 18:32:38

It was sent to Robert Butler & Chris Diaz in CA, Warren in FL was the one who helped me there. Don't know if Robert is related to Frank or not.

It's surprising to me as well, everyone here has generally expressed good things about their customer service.

Edited by - on

Champipple
Master Marine Consultant

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USA
6855 Posts

Response Posted - 05/15/2007 : 18:45:37

You need to talk to someone directly in parts and service. They still use more of the fax machine and the phone. Emails really don't get anywhere, especially if you send it to Frank.

Frank Hopper has a good parts contact name if I recall correctly. Hopefully he'll catch this thread and post here.

Edited by - on

britinusa
Web Editor

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USA
5404 Posts

Response Posted - 05/15/2007 : 18:48:33

Mike, don't be disheartened. We had a couple of issues with our boat and had to contact the CA office. They came through with flying colors! From my own office, I can confirm that somedays all hell breaks loose and those 'little' things, highly important to someone, can get overlooked.

Call again, and explain to the receptionist your experience with a positive spin. I'm sure you'll get a positive outcome.

Paul.

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Jarrett Anderson
1st Mate

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61 Posts

Response Posted - 05/15/2007 : 21:48:35

They're on So Cal time Dude...

Who has the phone #, please share.

I have had good luck with email. Kent has replied back with in the week.

Catalina Direct does not have much on line, but the parts person on the phone can come up with a lot. I've had good luck with their Tech support as well.

Jarrett_/)

Edited by - on

jlannutti
Navigator

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USA
102 Posts

Response Posted - 05/16/2007 : 09:26:40

I just did a swing keel cable replacement last week on a '98 250. I called Catalina Customer service. They gave me the number for Fla. I explained that my Catalina Salesman told me of a retro-fit kit that Catalina was sending out "at cost" due to some complaints about electrolysis problems with the steel cables. When I gave the man in Fla. my hull number he told me that he'd send the parts right out. I gave him my credit card # and they arrived in 4 or 5 days. The bill came to $29. The directions looked more complicated than the job turned out to be. It took me about an hour because the rotating ball where the cable came through the hull was not turning freely; from paint and gunk. Once I sprayed that with lubricant and got it moving freely the install was a piece of cake. The kit consisted of a new piece of hardware that attached to the keel, a length of "Vectram" which looks like a woven piece of 3/8" line but it is apparantly stronger than the steel cable and very cut resistant. The final piece included was a Harken block to replace the wire block mounted under the steps in the companionway. You will tie a bowline at each end of the vectram line as you do the job. The directions state that you should put shrink wrap around both of these knots but it was not in the kit. I ended up using shrink tubing I normally use on electrical connections.

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mjnee
1st Mate

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USA
36 Posts

Response Posted - 05/16/2007 : 17:02:37

Thanks for the support. I'll give it another try. I'd be lost without this forum.

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.