With long ocean crossings planned and four adult crew on board for most of the journey back to Australia we realised early on that we would need to supplement the freezer space aboard Sea Goddess. There is a teensy weensy freezer built into the galley refridgerator supplied by Lagoon. There is also an optional factory freezer that can be installed but we rejected this for a couple of reasons. Firstly, the actual freezer space of the unit is quite small and secondly we would lose a substantial amount of space in one of only two floor level galley cupboards. To lose this much cupboard space, when storage space was already at a premium was a huge issue. So we researched available options and decided to purchase a Vitrifrigo dual drawer freezer unit which would provide ample food storage. A fibreglass cupboard in the cockpit would be removed and replaced with the freezer unit.
We placed an order with The Multihull Group (TMG) for the purchase, delivery and installation of the unit months before we arrived in France. Our order was then passed onto Robin Marine, a company based in Les Sables-d’Olonne, for supply and installation. At the end of the two day boat handover period we informed by the TMG representative that dual refrigerators had mistakenly been shipped by the distributor instead of dual freezers. Furthermore, that the error had not been picked up until installation time. We were also told that Robin Marine were awaiting delivery of the correct unit, but there was no timeframe for this. Firstly, we were seriously not impressed that this issue had not been picked up by Robin Marine staff on delivery, and secondly that this error would cause us a delay of six days with no offer of compensation from TMG or Robin Marine. Which meant extra marina fees and other associated costs, and less time for our overall trip.
That said, from the time we finally left Les Sables-d’Olonne until Day 4 of our passage from Martinique to Colon (Panama) the freezers worked exactly as we had hoped. We were able to purchase and maintain a variety of pre-frozen meats, fish and vegetables as well as a range of fresh foods suitable for freezing. Together with some canned and packaged foods we were able to provide a varied and nutritious diet during long passages. However on the 23rd September that all changed, when it was noted that the thermostat ‘setting’ light/s, normally glowing blue were randomly blinking across the thermostat panel or at times not on at all. When we checked the food stuff in both freezer drawers it was already partially thawed. Not a good sign.
Peter checked the manual for guidance as to the nature/reason for the problem and any troubleshooting ideas with no joy, the manual was useless. He and Andreas then moved the unit forward so that they checked out the freezer unit and pulled it free from the locker hoping to find the cause of the issue and a work around. The consensus was the problem either originated from the thermostat unit or the compressor. With Peter’s background in electronics he was able to remove the thermostat top cover and found that it was significantly corroded. The freezer unit had not been sealed and as a result water, during periods of rain, gained entry into the top of the freezer where the thermostat was located.
While that was all happening Sandra dealt with the semi-thawed food. We cooked as much of the meat as possible and placed it in the galley refridgerator, along with what frozen vegetables we could fit in. But we had a finite space to work with and over the next few days food started to go off and had to be disposed of. It was so disheartening and such a waste to throw food overboard, and with the freezers three quarters full the financial cost was considerable.
Peter immediately emailed the Windcraft representative in Australia (Windcraft is TMG’s warranty arm) via IridiumGo, outlining the issue and probable cause, and requesting a service call during our time in Panama. Getting this issue fixed before we left Panama, whether in Colon or Panama City, was really important. The next planned port after Panama City would be the Marquesas, our longest non-stop sail of at least 3 – 4 weeks. On the 29th September some six days later we arrived in Colon, on the Atlantic side of Panama. Since our initial email we had requests for photos, for details of where the leak was originating from, requests for more photos and then a request for a delivery address for a replacement thermostat to be sent. We provided address details for Flamenco Marina in Panama City, located on the Pacific side of Panama where we planned to stay four nights. Given the timelines thus far there was ample time for the package to arrive. We contacted Flamenco Marina and informed them of the package delivery and they agreed to hold it until we arrived. We also requested a tracking number from Windcraft, and received no response.
On the 30th September we received another email from a different Windcraft representative with a request for details of the issue, source of the leak, photos and delivery address all of which had been sent previously. But hey we sent it all through once again, anything to get some traction on a fix. Then we received the most bizarre suggestion from this rep – go to a Vitrifrigo dealer in Panama and negotiate with them to give us a thermostat at no cost, and they could have the one that would be sent to Flamenco Marina. Honestly we had never heard anything so absurd, that we as total strangers would walk into a business and request a piece of equipment free of charge on the promise that a replacement part was on its way. All of this with minimal Spanish language skills. Oh, and no we don’t have a tracking number because we haven’t been provided with one. And no we actually don’t know if the part has even left France!
Well having traversed the Panama Canal from east to west, and spending five days at Flamenco Marina in Panama City no parcel arrived, no delivery was made and there was silence from Windcraft. By this stage we were so frustrated by the lack of communication and action that we wrote to the CEO of The Multihull Group whom we had met personally, asking for his assistance in resolving this issue. We received no response, not even an acknowledgement of our email. Hmmm.
On the 16th October we emailed the Windcraft representative requesting that the replacement thermostat be shipped to Papeete (Tahiti), our next port of call. This email was acknowledged with an assurance that tracking and delivery details would be forwarded once obtained from Robin Marin. This never eventuated. Skip to the 31st October and the Windcraft representative noted our arrival in Papeete but had been advised by the manufacturer in France that the required part was out of stock and delivery was at least three weeks away. A further email was received the next day reaffirming that no parts were available and the original package had been lost in Panama since no one came to collect it!
Almost there folks! On the 7th November we were notified via email that the ‘other’ thermostat would not make it to Tahiti, but would be shipped to Australia. The precious part arrived in Sydney on 19th November some two months after TMG and Windcraft were notified of the issue. And finally, finally – a TMG representative delivered the replacement thermostat to us on Friday 17th January. How many months was that? For one small critical replacement part, starts with A and ends in lot!
So what have we learnt from all of this:
- Prior to purchase check who/where relevant warranties reside. We were never told that Robin Marine, a company based in France would be responsible for any warranty claim associated with this freezer unit. We thought that Vitrifrigo, being an international company, any warranty claim would be addressed by the relevant dealer/service centre in the country/city we were in.
- Dealing with warranty claims while overseas, and while sailing, is extremely difficult.
- How to survive on canned and packaged food during long passages. This was extremely challenging particularly with four adults on board. Honestly, nutritionally the food wasn’t the best, our food choices were limited and from a quantity perspective required careful management.
In hindsight would we buy this freezer unit again? Yes, but only on our return to Australia and we would purchase directly from a Vitrifrigo dealer.
Addendum: Currently, and prior to installing the replacement thermostat controller, we are working with a shipwright to ensure the area where the freezer is located is protected from rain run off and sea spray. We will update everyone with our ‘fix’ once this is completed.