Island Marine Center
2793 Fisherman Bay Road
Lopez Island, WA  98261
360-468-3377

Island Marine Center
PO Box 88
Lopez Island, WA 98261

Dear Ron,

When my wife and I were on vacation this last month we had a Heat Exchanger that went bad and needed to be replaced. I was apprehensive about bringing the boat to your facility because my experience with mechanics has always been that customer service is lacking. I am writing this letter to let you know that that is not the case with your company.

I brought my boat into your dock and spoke with the service department and explained that we were on a three week vacation and needed the get our engine problems diagnosed ASAP. They said it sounded like an emergency and would get right on it. We waited for no more than a half hour and Darrel showed up with his cart and went right to work on the engine. He determined that the Heat Exchanger had blown a hole in some of the tubing and would need to be repaired or replaced. When the engine overheated it blew superheated steam directly on my inverter/charger and fried it also.

My next stop was with Ivan the Service Parts manager. Ivan got on the phone with Orca Engineering and was able to get a replacement Heat Exchanger that exactly matched my old unit. I was able to get a new inverter over night from Zantrex. We ended up having to spend the weekend waiting for parts, but enjoyed our stay at your dock.

On Monday about 10AM Darrel came down to the dock with all the parts including the inverter and had us up and running within an hour. (I know that Mondays are the service department's day off) We left the dock later that day and anchored up in Blind Bay on Shaw. When we got to blind bay we discovered that the heat had fried the alternator also.

I called Ivan and told him about the alternator, gave him the part number and he had one build and flow to Lopez the next day. I dinghyed over to Shoal Bay Marine and Ivan picked up the part at the Airport and delivered it to me at the dock. That, is first class customer service.

Your staff was always very helpful. Kudos to you and your staff for saving our vacation. We spend another 10 days in the islands and had no more trouble.

Thanks

Steve and Deana Brett