In our previous article we introduced you to the topic of aftersales support. Today, we want to explore what aftersales means from the industry’s perspective – namely brokers, shipyards, and dealers.
Warranties and statutory liability
Under Polish law, the distinctions between a manufacturer’s warranty and statutory liability are fundamental to protecting yacht buyers. In some cases, these obligations are mandatory in Polish contracts, while in others they may be excluded.
The provisions of the sale agreement (PSA – Purchase and Sale Agreement or MOA – Memorandum of Agreement) are crucial. They define the scope of responsibility, deadlines, and conditions for claims. A lack of clear terms may hinder the buyer’s ability to enforce their rights effectively. On the one hand, it may create uncertainty over whether the seller is in an unfavourable position. This highlights the need to structure aftersales as part of the service supply chain, with a focus on the unpredictability of events and the goal of securing the client’s return.
Servicing and parts availability
Parts shortages are common, especially for custom-built or imported yachts, where global factors can disrupt supply chains. We all remember the 2021 Suez Canal blockage caused by the Ever Given and its consequences.
Delays in servicing can lead to additional costs and safety risks for both parties. For sellers, these include the costs of maintaining service operations, potential liability for damage on the buyer’s side, and uncertainty in equipment pricing.
It’s also worth remembering the crucial value of service records and yacht history. These allow for tracking of past repairs and can significantly affect the yacht’s resale value.
Training and documentation
Providing user manuals and crew training is essential. A lack of knowledge can lead to breakdown or accidents. Training is part of the aftersales service package and can include both remote and on-site support.
Well-trained buyers or their crews can prevent many unwanted incidents. Fewer complaints mean fewer obligations for the seller – and a better overall impression of the yacht in the buyer’s memory.
Building client relationships
Aftersales is a tool for retention and reputation management, enabling customer loyalty through ongoing support. This translates into referrals and repeat business. In capital-intensive sectors like yachting, this element can be decisive.
For example. ISO standards such as ISO/IEC Guide 76 emphasize the importance of communication and accessibility in aftersales services, helping to build trust and reduce complaints.
Risk and liability management
Failure to respond to client claims can lead to legal action, financial penalties, and reputational damage. Sellers should therefore implement rapid response procedures, including performance metrics such as average response times or order fulfilment rates.
However, risk management starts at the contract stage. Vague warranty clauses can lead to disputes over responsibility for hidden defects, resulting in legal costs and reputational harm.
New technological challenges
Yachts – particularly luxury ones – are increasingly equipped with advanced propulsion systems. Servicing hybrid drives and autonomous systems requires specialized expertise, posing a growing challenge for seller.
At this year’s Cannes Yachting Festival, many companies, including Sunreef Yachts, highlighted the growing importance of aftersales support in light of increasingly complex components and their importance to customers.
Conclusion
Aftersales in the yachting industry is a shared responsibility between both parties. For the buyer, it ensures trouble-free use of the yacht; for the industry, meeting customer expectations guarantees safety, satisfaction, and long-term market growth. Without it, transactions become riskier, and the industry’s reputation suffers.
