This is a Response Video to the Wynns who posted a video last Sunday about the problems with their boat. We feel terrible that the Wynns have experienced so many issues with their boat but we intend to do everything we can to stand behind our customers and make things right. Please join us as we dive deeper into the issues onboard and share our plans on how we will fix their boat later this month.
What about the Stainless Steel going rusty Colour? That's just poor grade Marine grade Stainless steel has nothing to do with the straight Current unless on metal that is earthed ..But whats just screwed/Bolted through the Glass or Carbon should not be rusting..Frankly the boats a lemon i would give them a new boat and use there boat as a test pilot ..But credit to you guys making this Vid ..
I commend you on your response to these issues and the way you seem to be rectifying the problems, It seems many of the new models out there are having their own teething issues. However I feel it would also be prudent to go into a little technical detail regarding the starting battery and the stray current/grounding issues, especially in regards to the integration of the hybrid system and carbon fibre elements in your boat. Informing us that you have identified and addressed the problems is good but think we can all use this as a learning opportunity, even if there are a couple of bitter pills to swallow.
@@tollertollertoller If you want to give me credit for promising to fix something I should have gotten right in the first place, just let me know. I’d love some undeserved recognition.
@@cwg73160following your logic nobody in the world should never be allowed to make any mistake, ever. This is pure nonsense but you know…keep going…commenting on social is free.
It’s literally the flaws that define products and companies. Standing behind a promise to fix what should have not been problems to begin with is an empty gesture.
It is nothing but the flaws that define a boat or airplane. At least one of HH's design flaws could have jeopardized the boat to the point of sinking. An exploding battery on the sea is no joke. Only the Wynns quick action saved the day.
I am impressed. I've bought a new boat. Never got this type of response. Thank you. Your changing the reality of boat buying. You should be proud of yourself.
I suspect the new reality will put them out of business as warranty costs skyrocket, and awareness of warranty hassles follows suit. Putting a better, and better tested, product in the water in the first place would've been a lot cheaper. And a far better 'new reality'.
Yes, and while this has been difficult for the Wynns, at least we will take the learnings from their boat into all our future products. Thanks for leaving a comment.
Thankyou HH for your integrity. Every new product experiences issues - nothing comes out perfect the first time. The measure of a quality company is how they deal with these issues. Your boats will all get better as you learn from this experience. The Wynns are not novices - they knew that this was a new product and it would have problems. How they respond is also an indication of their character. They are documenting the trials and tribulations of sailing a new boat on their TH-cam channel, which many of us appreciate hearing about.
This is what makes a great company, you push the boundaries, you have a problem, you stand behind your client and product to fix the issue. Chapeau H&H. To the rest of the business community take note!
A great company ensures that they did everything they could to deliver a great product. This obviously wasn’t the case. Giving a company credit for promising to fix their shoddy work is naive.
Not many companies would produce a video like this admitting your mistakes. You guys are a class act. The Wynns boat is beautiful and it’ll be great in the end.
Yes is is a major departure from standard companies and they did a good job so far explaining the issues. Hope nothing devastating shows up in the very near future.
I'm sure they didn't make this video voluntarily, it's creation is 100% damage limitation. If they don't deal positively with this issue then realistically it's the end of their company.
Well done to HH for the response with the problems on the wynns boat, i’m watching their journey for years. They’re a great couple and give us hours of entertainment on their journey around the world. you’re still one of the best boat builders in the world ,and manufacture a great product. good on you for explaining to the public issues with their boat.😊
Kudos for standing tall and fully backing your product and taking care of the customer. A true testament to your commitment to produce high quality products.. It is a rarity today. Best of luck in the future.
Growing pains happen with any new product. Great video, hopefully what you find prevents problems with your future boats. Glad you’re able to put out a timely response in a place it’ll be seen.
Well done for responding so openly HH. I have been watching The Wynns videos for years and was sorry to see how much trouble they are having with their much anticipated new boat. Heartbreaking stuff for all involved. As others have said, it is how you deal with the problem that counts. I hope you can fix everything soon so Nikki and Jason can get back to their home and continue their journey. Well done for fronting up and taking responsibility. 🙏 ❤
I was one of those who commented on the Wynns experiences on their channel. I applauded their patience, dealing with so many issues, something I probably would have freaked out about. I also applaud your openness at HH in coming out publicly, owning up to the problems, just wondering about all that damage to all that metal work caused by the stray current. Cleaning all that surface rust won't solve the issue long term as the surfaces have all been damaged irreparably. Every item should be replaced or the Wynns will be cleaning the rust off every few days. Critical components such as mast stays, anchor chain etc also need renewing. I hope you are as understanding for those clients who aren't so public and don't have a TH-cam channel.
We have hired an independent marine surveyor who will come inspect the boat and we will follow their advice for what needs replacing. And then we will extend their warranty to cover anything stray current related. We're doing all we can to support them.
I don’t know the Wynns personally but have been watching their story for a while. This situation with their brand new boat is heartbreaking and while I applaud you for addressing the issues head on like this, I really think that the right thing to do is to either offer them a new boat (once you’ve solved the problems) of the same or comparable model with a loaner to use in the meanwhile, or give them a full refund now. Unfortunately, their boat is now unsellable. It’s practically worthless. Given the unbelievable amount of damage caused by the electrical system, and the high likelihood that they will face years and years of constantly discovering now-still-hidden problems, surely you must take this boat back and use it as an in-house learning tool as you work to solve the cause(s) of the electrical problems. The Wynns have already discovered so much damage and there will be no end to it. I’m guessing that they received a break on pricing given the huge marketing impact they have, but the longer they go without a replacement the worse it will be for your company’s reputation. And imagine if they get back aboard and continue to discover damage and problems. Everything you said about the challenges of new models and new technology is true of course, but in most cases the fixes aren’t anywhere near how extensive and complex as what’s happening with Curiosity. The corrosion on the anchor and chain! Imagine how far “in” the damage actually goes! I just can’t imagine ever feeling safe on that boat. I hope you give them a much better option than just waiting until you maybe solve the problems with their brand new boat, then handing them back a patched up boat that will never be right or safe. My own opinion here. It’s a sad and tough situation all around.
I do not agree. EVERY boat will have issues out of the dock.. You're asking them to COMPLETELY MOVE into a new boat (no small issue) and then START OVER on sea trials and working kinks in a new one. They seem to be down to the last 4 or 5 items on their punch list. Once these issues are fixed they will have the most "fleshed out" boat in the company. Also if you are correct and they will face "years and years" of issues (Which i am not sure about at all) then how would a new boat help? They are all the same. Remember every problem they discovered was present on EVERY BOAT they've made.. They simply need to replace every single thing that's been damaged and fix the outstanding issues. Once done they will have the most tested boat in the company. I would NEVER want to leave all that work behind.
I am positive the wyns would not want to wait 2 more years for a new boat or get a refund. These problems will all get sorted out 1 by 1 as they sail onwards. It's not a big deal to survey the boat and replace damaged gear now that HH is fully committed to restoration and extended warranty beyond the 2 years. Just wait and see they will tell you what I just said
Ah yes the American response. I want a new boat!! You clearly don't understand boats or ownership of such. Hurdles happen with new designs. HH is busting their tails to make their sailing yacht right. HH is a company that should be followed customer service wise at this point in their life cycle. Hopefully they stay this way.
The absolute best a company can do with product issues is OWN the problem and work to fix the issues. Happy to see HH owning the problems and working hard to fix the concerns on the Wynn's cat. Their problems were substantial but it's bound to happen when you own the first few of any newly designed widget.
From the video . Wow, you have 100s of millions in boat orders. I've watched these two when there first boat started showing it age, and the life raft trunk ripped off in a big storm. It nice to hear your fixing what needs to be done. My problem would be. Is the list of problems. The openly sloppy wiring. Anyone with a degree knows if main wiring, get to the point of nearly blowing up a large battery. All of the wiring insulation has suffered and now will be come brittle and crack. Add salt air. A mega repair that's coming. Yes it great the current problem has been found. ( Big big problem ), is for all the time the current was ( eating all of the stainless steel hard wear. All of the nuts and bolts, have been weakend. And Should not be left on. Case in point, if your cars lug nuts, were weakend by factory engineers mistake. And now are only 77% as strong as they should be. Would you drive your kids in that car. Yes your stepping up. The Wynn's, are going to face a LIFE TIME OF RUST. They are OCD on keeping there boat clean. And it will drive them mad to have rust show up daily. I've been a boat designer. On the legal side, the Wynn's did not receive what they paid for. No amount of swapping out this and that. Will make that boat what they ordered. There are, dozens and dozens... Boats on the production line.. what you should be doing is TAKING BACK THE Wynns. And replacing it with a new 100% better boat. YOU take the tird back... Fix it. Then You sale it at 50% off as is.. See what your dodging is the Wynn's yacht insurance. Your putting , higher pricess on them. The hard wear will fail under storm load and snap. The current weakend all of it. And the Wynn's will end up in a life boat year from now. Face YOUR engineering mega mistakes. Give the Wynn's a whole new boat.. and a check for pain and suffering. There incomes have suffered. Have a good day...good job facing the music... The Wynn's boat can never be ever what they PAIDED for. And any good lawyer would show that. Do the right thing replace the whole boat..
A+ response. This is the kind of case study we would use in our Business law and Marketing Strategies and Policies classes at Jacksonville University School of Business! This truly is a marketing nightmare. The first rule in these situations is to get in front of a disaster as they have in this video, but the second rule has not been accomplished. They must for marketing purposes use this as a research trial gone wrong and take the boat back! Replace the boat that has been damaged through no fault of the Wynn's, and show the world your company will do the what's right! Now, as a point going forward, FIX STRAY CURRENTS. Otherwise you'll never sell another boat! Let the Wynn's sing your praises on their NEW perfect boat. Win/win case scenario.
A+ response. This is the kind of case study we would use in our Business law and Marketing Strategies and Policies classes at Jacksonville University School of Business! This truly is a marketing nightmare. The first rule in these situations is to get in front of a disaster as they have in this video, but the second rule has not been accomplished. They must for marketing purposes use this as a research trial gone wrong and take the boat back! Replace the boat that has been damaged through no fault of the Wynn's, and show the world your company will do the what's right! Now, as a point going forward, FIX STRAY CURRENTS. Otherwise you'll never sell another boat! Let the Wynn's sing your praises on their NEW perfect boat. Win/win case scenario.
I've been following the Wynns since they were travelling around the U.S. in a motorhome. It's been so tough to watch the multitude of problems they've had with their new boat. But it is also so assuring to see you guys from H&H step up, acknowledge the issues, and commit to fixing them all up. Great job!!
It is great to see a family business with heart and soul. It is not about people, and it is wonderful to see you working together to problem solve and make a super product
Humility in the marine industry is unusual, so good on you for putting out this video. And action's speak volumes, talk is cheap. Stand proud of the crowd with integrity...
Fat chance. This difference in response between these two companies is telling. After watching Travel Sketch’s problems, and Leopard’s response, I would never consider on of their boats. While HH’s response is outstanding from a customer service point of view, it’s even better from a marketing perspective. Yes, it will cost them some money to fix, but HH’s reputation will be dramatically enhanced by this story. They will come away from this is better shape than they entered it. As well they should. This is going to work out the way it should: being a good company for your current customers will produce more customers for the future of the company. In contrast, Leopard couldn’t look worse or do more damage to their reputation. Finally, the HH problems are mostly vendor (fridge and solar panels) or small weird stuff. It happens. There were two small QC/design issues (grounding the water pump and adequate cooling on the fridge). Relatively easy to fix (once found). But the fundamental boat and quality is excellent. In contrast, Travel Sketch’s problems with their Leopard show foundational construction quality problems (extensive dry glass, bulkheads with no structural glass in them). Once again, well done HH for how you addressed this. You’re on my list for consideration for our next boat.
One of the hardest things to do in life is to take accountability, but when we do, it leads to healing for all in involved. In this case, I suspect that it will lead to a much improved product and happy adventures for many families. Thank you for maintaining high integrity.
Props for discussing this on your channel. My thoughts are about the Wynns going forward. The stray current has caused what seems like so much damage The anchor the anchor chain, really scary, and who knows what else where there's dissimilar metals or metals that the current could affect. Could you address your thoughts on that? To have some rigging potentially affected and to drop the whole rig out at sea somewhere could be deadly and catastrophic.
I like how you guys are taking responsibility and not playing warranty games. If you can get things fixed in a reasonable amount of time, people will continue to see your company at top notch and with with proven customer service.
Stand up company for sure! It’s company like these that although minor issues can present themselves; keeping abreast of their clientele problems that arise and rectifying them is what produces bespoke companies in which future customers want when considering the production of their product! Good on you guys!!!!!!!
Communication tip: never cross your arms when delivering an apology. Also, the first 30 seconds is key: start with an apology, promise to fix all the problems and *then* get into the detail of the problems and what you have already done. Overall a pretty good statement.
Just as someone else already pointed out, good that you came out with this video (which I believe was unavoidable due to the exposure of Wynn’s one) but I’m not so sure about the overall tone of the defensive speech. I’m a product and yacht designer and I currently live in Shenzhen. I’m not surprised about technical issues affecting a boat and I’m not so naive to ask for a new boat (production boat, short run or one-off doesn’t matter) to be perfect and flawless. What concerns me is the kind of problems and how much these problems have affected the deck hardware (but not just that). The electric problem might have been circumscribed to a water pump (possible, maybe?) but it has been affecting the whole circuitry and the whole boat for quite a long time. That’s not a good thing, definitely not something you want to happen on a boat. You will surely fix it. Will it last? Are you sure you will be able to double check every single critical spot on the boat? No hidden places with some corrosion keep going unseen? Given the state of the deck hardware, more or less “superficial” (maybe not that much) I don’t know if I would feel comfortable keeping that boat going across the oceans. Finally, the overall value of that specific boat - as exposed to the media as it is - will be severely compromised if a radical revision is not taken over. As a designer I usually hate the modern “amazon” way of too easily return and refund. That’s- in my opinion - a horrible practice, as any transaction is a two way deal which demands responsibility and accountability at the same time. However, in this case - judging by what has been on display- I feel that a factory recall and replacement could be a much wiser and fair solution for everyone. I don’t know how HH handles the SS manufacturing and welding, from the video clips I didn’t see a totally separated and isolated area. That’s absolutely a must for SS, to avoid contamination. It’s something you cannot take lightly. There can’t be the smallest piece of steel or iron anywhere close, in the same closed space or in the same environment. I don’t want even to think of someone grinding something in the same warehouse, no matter how distanced by the SS). So far, OK. Wise move, showing your face and some sort of humble responsibility. 50% OK? Maybe? 40%… big question marks still bouncing around.
The Wynns are only the public face of this, other customers have also been affected apparently. So it's not a one-off. I don't disagree with you at all, but whatever the yard agrees with the Wynns would have to apply to the other affected boats, you can't treat them as less important just because they're not on TH-cam. That becomes a big deal for a relatively small yard.
Excellent that you confront these things, its all about customer service and you are doing an outstanding job. Keep being honest and you simply can't lose.
As the owner of an international manufacturing business, and a long-time subscriber of the Wynns, I'm glad to see that your company is going to make everything right, because they are one of your biggest advertisers. Thanks for making this video.
Anybody with the money to buy an HH will know that creating a great product does not mean that things can never go wrong - they always will -, but that it all comes down to how you deal with problems, fix them and learn from them. I can't wait to see the HH44 at LGM in April! This has not diminished my interest in this yacht. If anything, I feel in good hands with HH. So thank you for your openness and honesty!
It's nice to see word directly from the manufacturer. I'm not in a position to buy a boat, I probably never will be. Personally, I like the Privilege line of catamarans, but I've heard some stories about that that would put that in question. Seeing HH come out and say 'yeah, we had some issues on this new design, and we hated putting a customer through all of this, but we stand behind our work, and we're making it right' is really confidence building in people who may be wondering about buying from you. This is what a manufacturer needs to do for all their customer. I'm sure that Jason and Nicky are happy, but I also hope that potential future customers can watch this video and say 'Yeah, that's the kind of company I want building my boat.' Good on ya!
Lets be realistic ,the damage caused by the stray current might have compromised other things that cant be seen , chain plates ,standing rigging and the mast itself , the acceleration of corrosion on all things stainless through out the boat is alarming enough ,and if the anchor and chain are coroding ,you can be sure the standing righingbcable has been compromised. If i were the Wynns i would demand a new boat PERIOD !
Agree. And what about the resale value? Quite frankly I’m amazed about the amount of people who believe a few nice words from HH will solve the Wynn’s problem. And any independent surveyor with ethics should say sorry, no can do.
Kudos to you for posting this and being open with the explanations. It's unfortunate that relatively simple things can cause so many issues, but hopefully you've tracked them all down. Onwards and upwards!
We all want the best for both sides - I'm sure you will do your best to make things right. The wynn's will be glad to heap praise on the boat they had so much faith in along with your company. Good luck to both of you.
Good for you for having the integrity to make right the several issues with your product. An issue no one is discussing is your clients are not able to live in their home for months while you sort out and fix the problems while they are making payments on their home. If that is a private issue, that is fine, just seems right to make some solution for it.
If I was a yachtie I'd be proud to deal with you. Your ownership and candid response, in my view elevates you guys and your company from the masses of other commercial entities who spend time and money avoiding responsibility, so well done and my compliments on your sincerity and desire to support your customers.
Having just been at the HH factory this week and seeing the massive work that the team are putting in to make things right, I’m impressed with the steps they’re taking. I also have to say our boat which is in build is looking better than I expected!!!! I’ll post a video of my visit (3rd vid) shortly. I can’t wait to be on the water on my HH next year starting our 3rd lap of the globe.
Very impressed to see. you guys come out and address these issues. Perfectly understandable and nice to see you doing the right thing. Love your designs and love seeing your boats on the water.
These problems always pop up with a new line, it happens to car companies all the time. Good on you for correcting the problems and standing behind your product.
Yes, the Cyber Truck comes to mind - and we have a slightly smaller R&D budget too. That said, we admit our mistake and we intend to fix it. Thanks for the comment.
Well, you guys have just gone to the top of the wish list for me! It goes a LONG way in business when this type of honesty and commitment to the customer and the product/brand is put out in the world like this. Hands up, the most honesty I've seen from a business in decades. People make mistakes. So what. You think car manufacturer's don't?? Well done HH. Well done.
Thank you for making this video. It further demonstrates why the Wynns chose your team to make their boat. It's refreshing to know that you would take the time to make a video to explain what was going on and why things didn't work as they should have from the start for a couple that many of us watch and want to see them succeed in this new phase of their on-the-water lifestyle. I've been watching those two since they started their journey in a motorhome and watched them when they switched to a catamaran. It's good to know that you're taking their problems seriously and are doing whatever it takes to make their home safe and long-lasting.
Rarely does a company publicly take responsibility to quality/build issues. Great to hear how you deal with items such as this. Shows the true integrity and value HH upholds for its products and customers.
questions 1)So why has it taken so long. 2) If the solar panels have been ,"Tested for years" what have they failed. 3) the wiring on the fridge was sub standard what have they done to fix it. 4)If there was no stray current what was the issue. 5)What caused the batteries to overcharge 6) what caused the stainless steel to discolour 7) will all the stainless be replaced. I think that this video was NOT in response to the Wynn's video it was a response to "Chasing Latitudes" evisceration of HH posted yesterday.
Great to see a company that will stand by their products and hold their hands up if it’s not right and put it right. Always a difficult thing designing and building something new and there will always be teething problems, but it is wonderful to see a company that wants to sort the issue and not just stick their heads in the sand. Well done HH.
Unfortunately, the stray current has likely caused damage yet to be discovered. Especially considering the carbon hull. It’s no longer a boat I would feel confident sailing across oceans. The damage is done. I feel so sorry for the Wynns.
My first boss in NZ who was a great retailer in the 70’ & 80’s his greatest draw card was his statement, “if it’s not right we will put it right , it’s the putting right that counts” 👍
Bravo gentlemen! It is always refreshing to see a company stand behind the products it sells. So many companies fall short and the public needs to be made aware.
The difference here is that the Wynns have a near celebrity status and HH collaborated with them to promote the HH brand. Also, the Wynns paid cost price for their HH44 so, HH have a vested interest in putting the situation right.
Wow this is impressive. This is how it should be done. I follow many sailors and I follow several with new catamarans. I can safely say that these problems they had here are small compared to e.g. Leopard and Lagoon. They are so bad that it can't even be compared to some HH44. HH has no similar problems to them at all, I want to make it clear so no one misunderstands me. Structural problems for which they take no responsibility at all but blame wear and tear or on the owner, for example. So it's so wonderful to see how HH works and does with guarantees and problems that always come when you do something completely new from scratch. On the other hand, I would like to see you HH start building in aluminum and inventwood.
If you're talking about Parlay Revival, their boat was badly damaged in a hurricane years before the discovery. I think Leopard was notified about a possible problem, took some time to verify it wasn't a one off, and then took measures to correct it. I think the company did just fine on this.
@@greatpix You don't know the whole story at all. Many others exactly the same found the same problem. It is faulty construction and nothing to do with any hurricane. I don't think you should write when you don't know the full facts. It is thanks to Parlay Revival that owners started checking their bulkheads and many had the same error and they were broken and too poorly made. So don't bring hurricanes in because have nothing to do with it.They blamed the owners and say it was their fault and that it was the hurricane. When it was faulty construction. So no, they didn't do it right and not right away. I never meant colin mcrae bukheads. Without all the others who had the same error without being in a hurricane. His was wrong too and he fixed everything himself. You get what appears to have been damaged in the hurricane. No it had the fault before the hurricane.
@@greatpix Clearly haven’t seen the videos of leopard new builds, literally people pulling dry fibreglass off, massive voids , decks not bonded and gaps, water ingress, keels cracking all in new build boats this is from numerous different people boats
@@greatpix While it’s true that Parlay was a hurricane damaged boat the bulkhead issues turned out to be unrelated and common to the L450. The manufacturer eventually conceded this and now provides a fix package.
Good response… appreciate that being in front of the camera in this situation must’ve been uncomfortable.. you’ve done what every honest builder/manufacturer/creator should do.. respect x
Nice sales talk. I had a one off 76 ft cutting edge catamaran before, full bridgedeck cruising one, doing 30 knots under sails and 15 on engine. Sailed it for years with no issues. Looking for a new one and considered hh, but on contacting their facility in the philippines for an appointment to check the quality before going further, they brushed me off. Not worth further consideration, i would even insist on my own building survey with a boat like that.
It's refreshing to see a company that stands by their work. If they make a mistake, they fix it. Hopefully this makes HH even more respected in the industry.
Well done standing behind your customers and trying to correct the issues. When watching the Wynn's last video, I was surprised to hear they had been off of their boat for several months.
I think replacement of all stainless fixtures and shafts and through holes which puts any boat at risk, and full rig inspection as that’s the only way trust can be put into the boat, but compensation has to be up front
We have hired an independent marine surveyor to inspect the boat and we will follow all recommendations. If something needs replacing we can replace it. We have a factory just a little ways up north and can rebuild the boat if needed. We have also compensated the Wynns for their lost video revenue and travel costs.
Its good to know HH is prepared to remedy all the issues. Its also a blessing in disguise that the Wynns were so open and public. But I cant help feel that most of these issues should never have happened. HH marketed themselves as the best, the most innovative, the highest quality but this has shown an incredible lack in skill, knowhow and R&D. Willingly letting customers to become their guinnie pigs. That is so incredibly dangerous. I hope they have learned from this, not only is it a marketing problem its a probem that can turn fatal extremely fast. Plus nobody wants to spend millions of dolllars on their dream to get years of frustration and apologies.
@@frankstocker5475 I'm not sure what you mean by the "real world" . If you mean you would accept spending millions and getting nothing but frustration and a death trap as a real world personal experience, then we are living in two very different worlds.
This must have been a difficult video for HH to make. But, often the difficult path is often the right one. Impressed to see a company admit problems and commit to fixing them. This kind of thing goes a long way with prospective buyers. Well done HH.
Excellent response from you. Good you addressed the issues publicly and openly. For me it’s a testimony to the culture in your organization. Well done.
This is the kind of case study we would use in our Business law and Marketing Strategies and Policies classes at Jacksonville University School of Business! This truly is a marketing nightmare. The first rule in these situations is to get in front of a disaster as they have in this video, but the second rule has not been accomplished. They must for marketing purposes use this as a research trial gone wrong and take the boat back! Replace the boat that has been damaged through no fault of the Wynn's, and show the world your company will do the what's right! Now, as a point going forward, FIX STRAY CURRENTS. Otherwise you'll never sell another boat! Let the Wynn's sing your praises on their NEW perfect boat. Win/win case scenario.
You are already ahead of your competition by being brave (and smart) enough to be public in your promises to make good on your responsibilities to the Wynns and all HH owners. I am blown away by the shoddy, subpar and unsafe boats being built by other formerly respected boat builders who are literally putting their clients through complete hell by their even worse methods of dealing with the endless array of design, workmanship and equipmemt failures. The boat industry is looking worse than the time share industry at this point. Good on you for your efforts to perhaps be an example of success for other builders to follow.
I may be the only negative comment in this string. However, I am curious to see and hear how the quality issues will be addressed systemically by HH through root causing gaps in and driving improvements in your product development process, including design & verification testing of your designs as well as your supplier quality management system. Problem solving specific product performance/reliability issues is a start but understanding and addressing how your product development, manufacturing, and supplier production processes that allowed these defects to escape so publicly to a customer should be HH's end goal. Finally, I am disturbed by the general consensus in the yachting community that it is okay and expected to have quality problems with a new product. Customers should be receiving an already thoroughly tested and proven design, they should never be guinea pigs in the design, development and launch of a new product. "Quality is never an accident. It is always the result of intelligent effort"...John Ruskin
You are not alone. HH is a hustle. Even the unusually numerous and positive comments appear to be HH trolls fraudulently gushing over HH and their "heroism," "honor," "respectability," etc. The only way they can make the Wynns whole would be to buyback the yacht and take the junk back to the Chinese factory it came from.
@@stevenfogerty2110 The boats are build by hand, over tens of thousands of hours. Thousands of engineering hours are required to design and implement new technology. Human error will occur regardless of where we build the boats. Our team is committed to owning our mistakes and making things right.
Bravo! I admire your assessment of the issues and your standing behind your product. There are many corporations that can take a lesson from this video. Keep it up guys.
I’ve watched the Wynns since they started sailing. I’m retired now, but used to run massive operations for banks in the USA. I’m sure the Wynns last video hurt and needed a PR response, but they’re way more patient than me back in my day. When the clock was ticking on my warranty and a vendor wasn’t addressing or resolving issues timely I would torch them to the ground on multi bank conference calls or federal reserve call. Rule #1. Under promise and over perform and you’ll have happy customers. I’m glad you’ve found what I’m sure was a challenging issue and you’re getting everyone fixed up.
Some are saying the boat is now too damaged and dangerous due to the stray current overload for such a long period - so needs total replacement - will you do that?
We are hiring an independent marine surveyor to inspect the boat and we will do whatever he recommends. We are also hiring two stray current experts to further guide us and confirm our repair is correct. At this point we think we could use a little third party support to gain everyone's trust back. And if we are informed the boat is a total write off and cannot be fixed, then yes, we will have to write it off. This was not the Wynns fault. It was ours.
I am impressed and enthused about HH's customer service response to the Wynn's issues. You guys just rock! You are the standard by which the entire industry should be judged. Thank you so much!
Mr Hakes, I am the Kiwi who was based in Cape Town when you came out to SA with that small trade delegation, about 1999 ....Keep going mate, definitely got far better press than R&C !!!!
Thank you for your comments on this. It is reassuring to know there are companies who stand behind their product and actually follow through with their promises. We live in an Alliance Fifth Wheel which, like a boat, receives harsh treatment from the elements and the roads we travel. Like HH, Alliance stands behind their products and are always willing to handle any warranty issues regardless of who's responsible such as 3rd party vendors. Their motto is "Do the right thing" and they follow through. Looks like you are doing the same. Thank you for your integrity.
Excellent initial public statement in response to a massively public crash - sincere, accepting responsibility, regret, commitment to making it right. The only things missing in my eyes is.... how and when? The last I saw, Curiosity was in Philippine waters, far from the factory. How are you going to effect repairs - ship the boat back to the factory or continue with untested local boatyards? How about life expenses and loss of income due to business interruption during reconstruction? The opportunity exists for H&H to make themselves a business textbook example of an exemplary TOTAL response by an exemplary , sustainable business. I'm rooting for everyone involved.
We have already fixed their batteries and we informed the Wynns prior to the release of their video that we had a fix for their stray current. We are flying a team down to their boat on November 29th and we will take care of everything else with the only exception being their solar (which we are waiting on new panels from the supplier). That said, their existing solar still works so it is not as urgent. And finally, we also paid them $50,000 in early November to make up for their associated expenses and we even offered to pay for their flights to Europe. Thanks for commenting.
While your ideas on compensation are laudable for the Wynns it's not something a company could afford to do on all their boats, because if they did it for the Wynn's they'd have to do it for everyone who ever bought a boat from them. The Wynn's were given a discount on the boat initially because they'd be a spokesperson of a sort. The Wynn's are still making good videos even off the boat. It's the Wynn's themselves which are the reason I've been watching their channel for year, not the boat they are sailing. I wish them luck with fast and permanent repairs and continued success with their channel. HH too.
@@HHCatamarans While I LOVE the way the integrated custom solar looks, I can't help but imagine it will be a nightmare in the future to replace one or all of the panels, being a custom shape. Am I wrong about this? Will they be able to get direct fit replacements easily without paying an exorbitant amount?
@@HHCatamarans Thanks for filling in the blanks... and sounds really fair. Very happy to hear you finally were able to track down the stray current source. Now THERE'S a nice addition to your final QC inspection checklist for future boats, eh? After anchor & chain and whatever other damaged metal is replaced, they should be back in business, pending panel replacement. Finally, hope you are able to fine tune the passive electric generation for better performance there too. 'Nuff said - you've earned your stellar reputation. Kudos!
This was not the response video I expected. Very humble and respectful of your customer’s experience. There is no more helpless feeling then being a boat owner with a repair that is out of your technical reach, and too obscure for the maintenance dock to want to mess with.
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Well done Paul & James. You’re stand up guys standing behind your work. The first boats off any new line, especially one as cutting edge as the HH44, are to some extent serving as beta tests for the rest of the line, and inevitably real world issues are going to pop up. The question is… How does the builder respond. I’m confident the issues will be resolved to the Wynn’s satisfaction, because family take care of each other.
Okay all the comments are positive. Which is suspect. True first edition anything always has issues. My concern is I got the feeling HH and the Wynns are not on speaking terms from both their videos. If I am right that too is also troubling. If the Boat is fixed it would be nice to see a video with the Wynns and HH smiling and having fun again.
I agree. HH is hustling everyone, including their TH-cam viewers. Data on comments suggests an unusual and steady amount of HH trolls delivering gushing comments that have yet to be earned. One does not get these unusually positive and numerous comments by promising anything. One gets the comments by actually demonstrating that they have earned the praise.
@@Wanhenglo we aren’t hustling anyone. We have no control over who views or comments on this video. We’ll let our actions from this point speak for themselves.
@@HHCatamarans Action is all everyone wants. So far you have delivered none. Until then, your promises, inaction, and HH TH-cam trolls gushing over your magnificence for doing nothing but making promises and excuses, all point to your lies, deceit, and fraud.
Wonderful video-honest and heartfelt. It’s clear you care deeply about your customers and are doing everything to make things right. Tough times like these show true character. Even great companies like Apple, Tesla, and even Toyota have faced challenges with new technologies, and your commitment to quality and customer confidence will make you stronger in the long run. Wishing you all the best!
This is a Response Video to the Wynns who posted a video last Sunday about the problems with their boat. We feel terrible that the Wynns have experienced so many issues with their boat but we intend to do everything we can to stand behind our customers and make things right. Please join us as we dive deeper into the issues onboard and share our plans on how we will fix their boat later this month.
Better than how Leppard handles there warranty work! Keep up the good work.
Well done HH. Stand behind your boats as you should!!
IMO You should give them a brand new boat! Unfortunately it’s a lemon with way too many issues.
What about the Stainless Steel going rusty Colour? That's just poor grade Marine grade Stainless steel has nothing to do with the straight Current unless on metal that is earthed ..But whats just screwed/Bolted through the Glass or Carbon should not be rusting..Frankly the boats a lemon i would give them a new boat and use there boat as a test pilot ..But credit to you guys making this Vid ..
I commend you on your response to these issues and the way you seem to be rectifying the problems, It seems many of the new models out there are having their own teething issues. However I feel it would also be prudent to go into a little technical detail regarding the starting battery and the stray current/grounding issues, especially in regards to the integration of the hybrid system and carbon fibre elements in your boat. Informing us that you have identified and addressed the problems is good but think we can all use this as a learning opportunity, even if there are a couple of bitter pills to swallow.
Happy for the Wynns that they have a boat made by a company that will stand behind them.
@@tollertollertoller If you want to give me credit for promising to fix something I should have gotten right in the first place, just let me know. I’d love some undeserved recognition.
@@cwg73160following your logic nobody in the world should never be allowed to make any mistake, ever. This is pure nonsense but you know…keep going…commenting on social is free.
Excellent HH... it's not the flaws that define the boat, but how your company stands behind it.
Good luck.
It’s literally the flaws that define products and companies. Standing behind a promise to fix what should have not been problems to begin with is an empty gesture.
It is nothing but the flaws that define a boat or airplane. At least one of HH's design flaws could have jeopardized the boat to the point of sinking. An exploding battery on the sea is no joke. Only the Wynns quick action saved the day.
I am impressed. I've bought a new boat. Never got this type of response. Thank you. Your changing the reality of boat buying. You should be proud of yourself.
I suspect the new reality will put them out of business as warranty costs skyrocket, and awareness of warranty hassles follows suit. Putting a better, and better tested, product in the water in the first place would've been a lot cheaper. And a far better 'new reality'.
@@matthewtatarian147 thanks for the kind words!
if the Wynn’s didn’t have a big following they wouldnt be getting this treatment.
for what a bad boat
@@gone4days956your comment is pure speculation. HH don’t hide like you see in this video. HH make things right
As a future hh44 owner I appreciate the transparency and accountability. I know Jubel 2.0 is going to be a better boat because of these hurdles!
Yes, and while this has been difficult for the Wynns, at least we will take the learnings from their boat into all our future products. Thanks for leaving a comment.
Thankyou HH for your integrity. Every new product experiences issues - nothing comes out perfect the first time. The measure of a quality company is how they deal with these issues. Your boats will all get better as you learn from this experience. The Wynns are not novices - they knew that this was a new product and it would have problems. How they respond is also an indication of their character. They are documenting the trials and tribulations of sailing a new boat on their TH-cam channel, which many of us appreciate hearing about.
Thank you for watching and for the kind words and support.
This is what makes a great company, you push the boundaries, you have a problem, you stand behind your client and product to fix the issue. Chapeau H&H. To the rest of the business community take note!
@@jameshull6776 Thanks for the support.
Or a great company will fix the problems before they start selling their products
A great company ensures that they did everything they could to deliver a great product. This obviously wasn’t the case. Giving a company credit for promising to fix their shoddy work is naive.
I’ll bet you that if the Wynns were not internet famous they wouldn’t be doing diddly squat for them!!!
@@cwg73160exactly!
The 3 Rs. Its a proven formula for dealing with client/customer issues. Respect, Remorse & Reparation. Good to see HH addressing the 3 Rs.
Thank you for commenting. We are committed to doing the right thing for all of our customers.
Not many companies would produce a video like this admitting your mistakes. You guys are a class act. The Wynns boat is beautiful and it’ll be great in the end.
Yes is is a major departure from standard companies and they did a good job so far explaining the issues. Hope nothing devastating shows up in the very near future.
I'm sure they didn't make this video voluntarily, it's creation is 100% damage limitation. If they don't deal positively with this issue then realistically it's the end of their company.
Well done to HH for the response with the problems on the wynns boat, i’m watching their journey for years. They’re a great couple and give us hours of entertainment on their journey around the world. you’re still one of the best boat builders in the world ,and manufacture a great product. good on you for explaining to the public issues with their boat.😊
Thanks for the support.
Kudos for standing tall and fully backing your product and taking care of the customer. A true testament to your commitment to produce high quality products.. It is a rarity today. Best of luck in the future.
Thank you for your support!
Growing pains happen with any new product. Great video, hopefully what you find prevents problems with your future boats. Glad you’re able to put out a timely response in a place it’ll be seen.
Thanks for the support.
Well done for responding so openly HH.
I have been watching The Wynns videos for years and was sorry to see how much trouble they are having with their much anticipated new boat. Heartbreaking stuff for all involved.
As others have said, it is how you deal with the problem that counts. I hope you can fix everything soon so Nikki and Jason can get back to their home and continue their journey.
Well done for fronting up and taking responsibility. 🙏
❤
I was one of those who commented on the Wynns experiences on their channel. I applauded their patience, dealing with so many issues, something I probably would have freaked out about. I also applaud your openness at HH in coming out publicly, owning up to the problems, just wondering about all that damage to all that metal work caused by the stray current. Cleaning all that surface rust won't solve the issue long term as the surfaces have all been damaged irreparably. Every item should be replaced or the Wynns will be cleaning the rust off every few days. Critical components such as mast stays, anchor chain etc also need renewing. I hope you are as understanding for those clients who aren't so public and don't have a TH-cam channel.
We have hired an independent marine surveyor who will come inspect the boat and we will follow their advice for what needs replacing. And then we will extend their warranty to cover anything stray current related. We're doing all we can to support them.
@ Thanks for your feedback and openness 👍
@@HHCatamaranskudos!
I don’t know the Wynns personally but have been watching their story for a while. This situation with their brand new boat is heartbreaking and while I applaud you for addressing the issues head on like this, I really think that the right thing to do is to either offer them a new boat (once you’ve solved the problems) of the same or comparable model with a loaner to use in the meanwhile, or give them a full refund now. Unfortunately, their boat is now unsellable. It’s practically worthless. Given the unbelievable amount of damage caused by the electrical system, and the high likelihood that they will face years and years of constantly discovering now-still-hidden problems, surely you must take this boat back and use it as an in-house learning tool as you work to solve the cause(s) of the electrical problems. The Wynns have already discovered so much damage and there will be no end to it. I’m guessing that they received a break on pricing given the huge marketing impact they have, but the longer they go without a replacement the worse it will be for your company’s reputation. And imagine if they get back aboard and continue to discover damage and problems. Everything you said about the challenges of new models and new technology is true of course, but in most cases the fixes aren’t anywhere near how extensive and complex as what’s happening with Curiosity. The corrosion on the anchor and chain! Imagine how far “in” the damage actually goes! I just can’t imagine ever feeling safe on that boat. I hope you give them a much better option than just waiting until you maybe solve the problems with their brand new boat, then handing them back a patched up boat that will never be right or safe. My own opinion here. It’s a sad and tough situation all around.
Totally agri !! NEW BOAT !!
Totally
I do not agree. EVERY boat will have issues out of the dock.. You're asking them to COMPLETELY MOVE into a new boat (no small issue) and then START OVER on sea trials and working kinks in a new one. They seem to be down to the last 4 or 5 items on their punch list. Once these issues are fixed they will have the most "fleshed out" boat in the company. Also if you are correct and they will face "years and years" of issues (Which i am not sure about at all) then how would a new boat help? They are all the same. Remember every problem they discovered was present on EVERY BOAT they've made.. They simply need to replace every single thing that's been damaged and fix the outstanding issues. Once done they will have the most tested boat in the company. I would NEVER want to leave all that work behind.
I am positive the wyns would not want to wait 2 more years for a new boat or get a refund. These problems will all get sorted out 1 by 1 as they sail onwards. It's not a big deal to survey the boat and replace damaged gear now that HH is fully committed to restoration and extended warranty beyond the 2 years. Just wait and see they will tell you what I just said
Ah yes the American response. I want a new boat!!
You clearly don't understand boats or ownership of such. Hurdles happen with new designs.
HH is busting their tails to make their sailing yacht right.
HH is a company that should be followed customer service wise at this point in their life cycle. Hopefully they stay this way.
The absolute best a company can do with product issues is OWN the problem and work to fix the issues. Happy to see HH owning the problems and working hard to fix the concerns on the Wynn's cat. Their problems were substantial but it's bound to happen when you own the first few of any newly designed widget.
Outstanding. That is how you deal with issues. Chapeau!
Thank you!
From the video . Wow, you have 100s of millions in boat orders. I've watched these two when there first boat started showing it age, and the life raft trunk ripped off in a big storm. It nice to hear your fixing what needs to be done. My problem would be. Is the list of problems. The openly sloppy wiring. Anyone with a degree knows if main wiring, get to the point of nearly blowing up a large battery. All of the wiring insulation has suffered and now will be come brittle and crack. Add salt air. A mega repair that's coming. Yes it great the current problem has been found. ( Big big problem ), is for all the time the current was ( eating all of the stainless steel hard wear. All of the nuts and bolts, have been weakend. And Should not be left on. Case in point, if your cars lug nuts, were weakend by factory engineers mistake. And now are only 77% as strong as they should be. Would you drive your kids in that car. Yes your stepping up. The Wynn's, are going to face a LIFE TIME OF RUST. They are OCD on keeping there boat clean. And it will drive them mad to have rust show up daily. I've been a boat designer. On the legal side, the Wynn's did not receive what they paid for. No amount of swapping out this and that. Will make that boat what they ordered. There are, dozens and dozens... Boats on the production line.. what you should be doing is TAKING BACK THE Wynns. And replacing it with a new 100% better boat. YOU take the tird back... Fix it. Then You sale it at 50% off as is.. See what your dodging is the Wynn's yacht insurance. Your putting , higher pricess on them. The hard wear will fail under storm load and snap. The current weakend all of it.
And the Wynn's will end up in a life boat year from now. Face YOUR engineering mega mistakes. Give the Wynn's a whole new boat.. and a check for pain and suffering. There incomes have suffered. Have a good day...good job facing the music... The Wynn's boat can never be ever what they PAIDED for. And any good lawyer would show that. Do the right thing replace the whole boat..
A+ response. This is the kind of case study we would use in our Business law and Marketing Strategies and Policies classes at Jacksonville University School of Business!
This truly is a marketing nightmare. The first rule in these situations is to get in front of a disaster as they have in this video, but the second rule has not been accomplished.
They must for marketing purposes use this as a research trial gone wrong and take the boat back!
Replace the boat that has been damaged through no fault of the Wynn's, and show the world your company will do the what's right!
Now, as a point going forward, FIX STRAY CURRENTS.
Otherwise you'll never sell another boat! Let the Wynn's sing your praises on their NEW perfect boat. Win/win case scenario.
A+ response. This is the kind of case study we would use in our Business law and Marketing Strategies and Policies classes at Jacksonville University School of Business!
This truly is a marketing nightmare. The first rule in these situations is to get in front of a disaster as they have in this video, but the second rule has not been accomplished.
They must for marketing purposes use this as a research trial gone wrong and take the boat back!
Replace the boat that has been damaged through no fault of the Wynn's, and show the world your company will do the what's right!
Now, as a point going forward, FIX STRAY CURRENTS.
Otherwise you'll never sell another boat! Let the Wynn's sing your praises on their NEW perfect boat. Win/win case scenario.
I've been following the Wynns since they were travelling around the U.S. in a motorhome. It's been so tough to watch the multitude of problems they've had with their new boat. But it is also so assuring to see you guys from H&H step up, acknowledge the issues, and commit to fixing them all up. Great job!!
Talk is cheap, so we'll see. The Wynns have been totally screwed over by this company"s fundamental design error. Their boat should be replaced.
Thumbs up for taking action and not downplaying the issues. Hope the Wynns can enjoy their boat from now on.
It is great to see a family business with heart and soul. It is not about people, and it is wonderful to see you working together to problem solve and make a super product
Well done guys, take a lot to sit and be as open and honest as this, and doing the right thing, well done
Thank you for being accountable and looking after your customers. It is a beautiful CAT.
We're doing our best to make it right.
Humility in the marine industry is unusual, so good on you for putting out this video. And action's speak volumes, talk is cheap. Stand proud of the crowd with integrity...
Leopard Catamarans should take note how you are standing behind your customers and your product. 👍
Fat chance. This difference in response between these two companies is telling. After watching Travel Sketch’s problems, and Leopard’s response, I would never consider on of their boats.
While HH’s response is outstanding from a customer service point of view, it’s even better from a marketing perspective. Yes, it will cost them some money to fix, but HH’s reputation will be dramatically enhanced by this story. They will come away from this is better shape than they entered it. As well they should. This is going to work out the way it should: being a good company for your current customers will produce more customers for the future of the company.
In contrast, Leopard couldn’t look worse or do more damage to their reputation.
Finally, the HH problems are mostly vendor (fridge and solar panels) or small weird stuff. It happens. There were two small QC/design issues (grounding the water pump and adequate cooling on the fridge). Relatively easy to fix (once found). But the fundamental boat and quality is excellent. In contrast, Travel Sketch’s problems with their Leopard show foundational construction quality problems (extensive dry glass, bulkheads with no structural glass in them).
Once again, well done HH for how you addressed this. You’re on my list for consideration for our next boat.
This is what we need in this industries ! Company that are looking after Customer! Love you HH
One of the hardest things to do in life is to take accountability, but when we do, it leads to healing for all in involved. In this case, I suspect that it will lead to a much improved product and happy adventures for many families. Thank you for maintaining high integrity.
Thank you for the support!
Props for discussing this on your channel.
My thoughts are about the Wynns going forward.
The stray current has caused what seems like so much damage The anchor the anchor chain, really scary, and who knows what else where there's dissimilar metals or metals that the current could affect.
Could you address your thoughts on that? To have some rigging potentially affected and to drop the whole rig out at sea somewhere could be deadly and catastrophic.
I like how you guys are taking responsibility and not playing warranty games. If you can get things fixed in a reasonable amount of time, people will continue to see your company at top notch and with with proven customer service.
Stand up company for sure! It’s company like these that although minor issues can present themselves; keeping abreast of their clientele problems that arise and rectifying them is what produces bespoke companies in which future customers want when considering the production of their product! Good on you guys!!!!!!!
Communication tip: never cross your arms when delivering an apology. Also, the first 30 seconds is key: start with an apology, promise to fix all the problems and *then* get into the detail of the problems and what you have already done. Overall a pretty good statement.
Great ideas to know 👍🏻🤩
Its honorable for you to discuss these issues openly.
Just as someone else already pointed out, good that you came out with this video (which I believe was unavoidable due to the exposure of Wynn’s one) but I’m not so sure about the overall tone of the defensive speech.
I’m a product and yacht designer and I currently live in Shenzhen. I’m not surprised about technical issues affecting a boat and I’m not so naive to ask for a new boat (production boat, short run or one-off doesn’t matter) to be perfect and flawless.
What concerns me is the kind of problems and how much these problems have affected the deck hardware (but not just that).
The electric problem might have been circumscribed to a water pump (possible, maybe?) but it has been affecting the whole circuitry and the whole boat for quite a long time. That’s not a good thing, definitely not something you want to happen on a boat.
You will surely fix it. Will it last? Are you sure you will be able to double check every single critical spot on the boat? No hidden places with some corrosion keep going unseen?
Given the state of the deck hardware, more or less “superficial” (maybe not that much) I don’t know if I would feel comfortable keeping that boat going across the oceans.
Finally, the overall value of that specific boat - as exposed to the media as it is - will be severely compromised if a radical revision is not taken over.
As a designer I usually hate the modern “amazon” way of too easily return and refund. That’s- in my opinion - a horrible practice, as any transaction is a two way deal which demands responsibility and accountability at the same time. However, in this case - judging by what has been on display- I feel that a factory recall and replacement could be a much wiser and fair solution for everyone.
I don’t know how HH handles the SS manufacturing and welding, from the video clips I didn’t see a totally separated and isolated area. That’s absolutely a must for SS, to avoid contamination. It’s something you cannot take lightly. There can’t be the smallest piece of steel or iron anywhere close, in the same closed space or in the same environment.
I don’t want even to think of someone grinding something in the same warehouse, no matter how distanced by the SS).
So far, OK. Wise move, showing your face and some sort of humble responsibility. 50% OK? Maybe? 40%… big question marks still bouncing around.
The Wynns are only the public face of this, other customers have also been affected apparently. So it's not a one-off. I don't disagree with you at all, but whatever the yard agrees with the Wynns would have to apply to the other affected boats, you can't treat them as less important just because they're not on TH-cam. That becomes a big deal for a relatively small yard.
Great job HH as a family owned business standing behind our work and making it right is key to moving forward.
CHEERS!!!
Excellent that you confront these things, its all about customer service and you are doing an outstanding job. Keep being honest and you simply can't lose.
As the owner of an international manufacturing business, and a long-time subscriber of the Wynns, I'm glad to see that your company is going to make everything right, because they are one of your biggest advertisers. Thanks for making this video.
Anybody with the money to buy an HH will know that creating a great product does not mean that things can never go wrong - they always will -, but that it all comes down to how you deal with problems, fix them and learn from them. I can't wait to see the HH44 at LGM in April! This has not diminished my interest in this yacht. If anything, I feel in good hands with HH. So thank you for your openness and honesty!
Prop's to both of you for sitting down and putting this video out. Owning the issues and making it right, to bad more boat builders don't do this.
Thanks for the kind words.
It's nice to see word directly from the manufacturer. I'm not in a position to buy a boat, I probably never will be. Personally, I like the Privilege line of catamarans, but I've heard some stories about that that would put that in question. Seeing HH come out and say 'yeah, we had some issues on this new design, and we hated putting a customer through all of this, but we stand behind our work, and we're making it right' is really confidence building in people who may be wondering about buying from you. This is what a manufacturer needs to do for all their customer.
I'm sure that Jason and Nicky are happy, but I also hope that potential future customers can watch this video and say 'Yeah, that's the kind of company I want building my boat.'
Good on ya!
Lets be realistic ,the damage caused by the stray current might have compromised other things that cant be seen , chain plates ,standing rigging and the mast itself , the acceleration of corrosion on all things stainless through out the boat is alarming enough ,and if the anchor and chain are coroding ,you can be sure the standing righingbcable has been compromised. If i were the Wynns i would demand a new boat PERIOD !
Agree. And what about the resale value? Quite frankly I’m amazed about the amount of people who believe a few nice words from HH will solve the Wynn’s problem. And any independent surveyor with ethics should say sorry, no can do.
Yep. Start from scratch, with appropriate compensation for the Wynn’s time loss.
Kudos to you for posting this and being open with the explanations. It's unfortunate that relatively simple things can cause so many issues, but hopefully you've tracked them all down. Onwards and upwards!
Thank you for responding in the way you have. I was worried when I watched the video last weekend and I’m relieved that you are tackling this head on.
Thank you for watching.
The fact that you are answering and responding to the boat issues is outstanding. I am a huge fan of your boats and some day I will have one! ❤
We all want the best for both sides - I'm sure you will do your best to make things right. The wynn's will be glad to heap praise on the boat they had so much faith in along with your company. Good luck to both of you.
A public fail deserves a public fix. Good on you for stepping up to make the correction without much ado. Carry on! 👍
Wow! What a company! It's about time people are standing behind their products. Good on HH for being forward and honest!
Thank you for the support.
Good for you for having the integrity to make right the several issues with your product. An issue no one is discussing is your clients are not able to live in their home for months while you sort out and fix the problems while they are making payments on their home. If that is a private issue, that is fine, just seems right to make some solution for it.
That is why we are supporting them financially as well so they can fly and continue making videos on other topics while the boat is being fixed.
If I was a yachtie I'd be proud to deal with you. Your ownership and candid response, in my view elevates you guys and your company from the masses of other commercial entities who spend time and money avoiding responsibility, so well done and my compliments on your sincerity and desire to support your customers.
Thank you for your kind words and support.
Good job guys, very refreshing to know people still do care. Respect
Having just been at the HH factory this week and seeing the massive work that the team are putting in to make things right, I’m impressed with the steps they’re taking. I also have to say our boat which is in build is looking better than I expected!!!!
I’ll post a video of my visit (3rd vid) shortly.
I can’t wait to be on the water on my HH next year starting our 3rd lap of the globe.
Very impressed to see. you guys come out and address these issues. Perfectly understandable and nice to see you doing the right thing. Love your designs and love seeing your boats on the water.
Much appreciated!
Outstanding. All companies should take notice on their common sense approach to satisfying their customers. Well done!
These problems always pop up with a new line, it happens to car companies all the time. Good on you for correcting the problems and standing behind your product.
Yes, the Cyber Truck comes to mind - and we have a slightly smaller R&D budget too.
That said, we admit our mistake and we intend to fix it. Thanks for the comment.
Well, you guys have just gone to the top of the wish list for me! It goes a LONG way in business when this type of honesty and commitment to the customer and the product/brand is put out in the world like this. Hands up, the most honesty I've seen from a business in decades. People make mistakes. So what. You think car manufacturer's don't?? Well done HH. Well done.
Great comment. Thank you for your support. We needed a smile. :)
Thank you for making this video. It further demonstrates why the Wynns chose your team to make their boat. It's refreshing to know that you would take the time to make a video to explain what was going on and why things didn't work as they should have from the start for a couple that many of us watch and want to see them succeed in this new phase of their on-the-water lifestyle. I've been watching those two since they started their journey in a motorhome and watched them when they switched to a catamaran. It's good to know that you're taking their problems seriously and are doing whatever it takes to make their home safe and long-lasting.
Thanks for your support, we appreciate it!
Rarely does a company publicly take responsibility to quality/build issues. Great to hear how you deal with items such as this. Shows the true integrity and value HH upholds for its products and customers.
questions 1)So why has it taken so long. 2) If the solar panels have been ,"Tested for years" what have they failed. 3) the wiring on the fridge was sub standard what have they done to fix it. 4)If there was no stray current what was the issue. 5)What caused the batteries to overcharge 6) what caused the stainless steel to discolour 7) will all the stainless be replaced. I think that this video was NOT in response to the Wynn's video it was a response to "Chasing Latitudes" evisceration of HH posted yesterday.
Truly appreciate the forthrightness of your team.
Remarkable contrast to how the Leopard/R&C and Lagoon have addressed their issues. Well done gentlemen.
Great to see a company that will stand by their products and hold their hands up if it’s not right and put it right. Always a difficult thing designing and building something new and there will always be teething problems, but it is wonderful to see a company that wants to sort the issue and not just stick their heads in the sand. Well done HH.
Unfortunately, the stray current has likely caused damage yet to be discovered. Especially considering the carbon hull. It’s no longer a boat I would feel confident sailing across oceans. The damage is done. I feel so sorry for the Wynns.
Delighted to see there are still companies that take pride in their products and stand by them. I’m delighted for the Wynns.
My first boss in NZ who was a great retailer in the 70’ & 80’s his greatest draw card was his statement, “if it’s not right we will put it right , it’s the putting right that counts” 👍
Bravo gentlemen! It is always refreshing to see a company stand behind the products it sells. So many companies fall short and the public needs to be made aware.
The difference here is that the Wynns have a near celebrity status and HH collaborated with them to promote the HH brand. Also, the Wynns paid cost price for their HH44 so, HH have a vested interest in putting the situation right.
Wow this is impressive. This is how it should be done. I follow many sailors and I follow several with new catamarans. I can safely say that these problems they had here are small compared to e.g. Leopard and Lagoon. They are so bad that it can't even be compared to some HH44. HH has no similar problems to them at all, I want to make it clear so no one misunderstands me. Structural problems for which they take no responsibility at all but blame wear and tear or on the owner, for example. So it's so wonderful to see how HH works and does with guarantees and problems that always come when you do something completely new from scratch. On the other hand, I would like to see you HH start building in aluminum and inventwood.
If you're talking about Parlay Revival, their boat was badly damaged in a hurricane years before the discovery. I think Leopard was notified about a possible problem, took some time to verify it wasn't a one off, and then took measures to correct it. I think the company did just fine on this.
@@greatpix You don't know the whole story at all. Many others exactly the same found the same problem. It is faulty construction and nothing to do with any hurricane. I don't think you should write when you don't know the full facts. It is thanks to Parlay Revival that owners started checking their bulkheads and many had the same error and they were broken and too poorly made. So don't bring hurricanes in because have nothing to do with it.They blamed the owners and say it was their fault and that it was the hurricane. When it was faulty construction. So no, they didn't do it right and not right away. I never meant colin mcrae bukheads. Without all the others who had the same error without being in a hurricane. His was wrong too and he fixed everything himself. You get what appears to have been damaged in the hurricane. No it had the fault before the hurricane.
@@greatpix Clearly haven’t seen the videos of leopard new builds, literally people pulling dry fibreglass off, massive voids , decks not bonded and gaps, water ingress, keels cracking all in new build boats this is from numerous different people boats
@@snawlsy Only one that I've come across and it seems to be from the builder they used.
@@greatpix
While it’s true that Parlay was a hurricane damaged boat the bulkhead issues turned out to be unrelated and common to the L450. The manufacturer eventually conceded this and now provides a fix package.
I am so glad you did this.
I am glad you are helping the Wynn's.
Kudos to your company.
Thanks for the support.
Respect to stand up for your product/client and don’t hide. Good luck for the future!! You make the right steps!!
Good response… appreciate that being in front of the camera in this situation must’ve been uncomfortable.. you’ve done what every honest builder/manufacturer/creator should do.. respect x
Thank you for the kind words and support.
Nice sales talk. I had a one off 76 ft cutting edge catamaran before, full bridgedeck cruising one, doing 30 knots under sails and 15 on engine. Sailed it for years with no issues. Looking for a new one and considered hh, but on contacting their facility in the philippines for an appointment to check the quality before going further, they brushed me off. Not worth further consideration, i would even insist on my own building survey with a boat like that.
If I ever hit the lottery, y’all will certainly have my business. Good on ya.
Thank you for the support!
It's refreshing to see a company that stands by their work. If they make a mistake, they fix it. Hopefully this makes HH even more respected in the industry.
Awesome guy's, great to see you stand behind your product
Thanks. We're not perfect, but we will keep trying.
Well done standing behind your customers and trying to correct the issues. When watching the Wynn's last video, I was surprised to hear they had been off of their boat for several months.
I think replacement of all stainless fixtures and shafts and through holes which puts any boat at risk, and full rig inspection as that’s the only way trust can be put into the boat, but compensation has to be up front
We have hired an independent marine surveyor to inspect the boat and we will follow all recommendations. If something needs replacing we can replace it. We have a factory just a little ways up north and can rebuild the boat if needed. We have also compensated the Wynns for their lost video revenue and travel costs.
@@HHCatamaransThank you for following through and helping the Wynns.
Stand-up response guys, I think this says so much about the sort of people you and will give present and future customers great comfort. Well done.
Its good to know HH is prepared to remedy all the issues. Its also a blessing in disguise that the Wynns were so open and public.
But I cant help feel that most of these issues should never have happened.
HH marketed themselves as the best, the most innovative, the highest quality but this has shown an incredible lack in skill, knowhow and R&D. Willingly letting customers to become their guinnie pigs. That is so incredibly dangerous.
I hope they have learned from this, not only is it a marketing problem its a probem that can turn fatal extremely fast.
Plus nobody wants to spend millions of dolllars on their dream to get years of frustration and apologies.
Welcome to the real world.
@@frankstocker5475 I'm not sure what you mean by the "real world" .
If you mean you would accept spending millions and getting nothing but frustration and a death trap as a real world personal experience, then we are living in two very different worlds.
This is exactly how businesses should act, react, and respond. 100% what defines a company is customer service. This is perfect.
This must have been a difficult video for HH to make. But, often the difficult path is often the right one.
Impressed to see a company admit problems and commit to fixing them. This kind of thing goes a long way with prospective buyers. Well done HH.
Thank you very much for the support.
Excellent response from you. Good you addressed the issues publicly and openly. For me it’s a testimony to the culture in your organization. Well done.
This is the kind of case study we would use in our Business law and Marketing Strategies and Policies classes at Jacksonville University School of Business!
This truly is a marketing nightmare. The first rule in these situations is to get in front of a disaster as they have in this video, but the second rule has not been accomplished.
They must for marketing purposes use this as a research trial gone wrong and take the boat back!
Replace the boat that has been damaged through no fault of the Wynn's, and show the world your company will do the what's right!
Now, as a point going forward, FIX STRAY CURRENTS.
Otherwise you'll never sell another boat! Let the Wynn's sing your praises on their NEW perfect boat. Win/win case scenario.
You are already ahead of your competition by being brave (and smart) enough to be public in your promises to make good on your responsibilities to the Wynns and all HH owners. I am blown away by the shoddy, subpar and unsafe boats being built by other formerly respected boat builders who are literally putting their clients through complete hell by their even worse methods of dealing with the endless array of design, workmanship and equipmemt failures. The boat industry is looking worse than the time share industry at this point. Good on you for your efforts to perhaps be an example of success for other builders to follow.
In my opinion, you need to deliver a new boat to them. Only way to properly make things right and preserve your reputation.
It's great to see a company stand behind their product(s). Well done HH.
I may be the only negative comment in this string. However, I am curious to see and hear how the quality issues will be addressed systemically by HH through root causing gaps in and driving improvements in your product development process, including design & verification testing of your designs as well as your supplier quality management system. Problem solving specific product performance/reliability issues is a start but understanding and addressing how your product development, manufacturing, and supplier production processes that allowed these defects to escape so publicly to a customer should be HH's end goal. Finally, I am disturbed by the general consensus in the yachting community that it is okay and expected to have quality problems with a new product. Customers should be receiving an already thoroughly tested and proven design, they should never be guinea pigs in the design, development and launch of a new product. "Quality is never an accident. It is always the result of intelligent effort"...John Ruskin
Agreed! We will keep iterating, innovating and improving.
You are not alone. HH is a hustle. Even the unusually numerous and positive comments appear to be HH trolls fraudulently gushing over HH and their "heroism," "honor," "respectability," etc. The only way they can make the Wynns whole would be to buyback the yacht and take the junk back to the Chinese factory it came from.
@@stevenfogerty2110 The boats are build by hand, over tens of thousands of hours. Thousands of engineering hours are required to design and implement new technology. Human error will occur regardless of where we build the boats. Our team is committed to owning our mistakes and making things right.
Paul& James , we’ll done gentlemen, good to see you stand by your products. Nothing beats good old fashion sales and service
Bravo! I admire your assessment of the issues and your standing behind your product. There are many corporations that can take a lesson from this video. Keep it up guys.
Thanks for sharing!
I’ve watched the Wynns since they started sailing. I’m retired now, but used to run massive operations for banks in the USA. I’m sure the Wynns last video hurt and needed a PR response, but they’re way more patient than me back in my day. When the clock was ticking on my warranty and a vendor wasn’t addressing or resolving issues timely I would torch them to the ground on multi bank conference calls or federal reserve call.
Rule #1. Under promise and over perform and you’ll have happy customers.
I’m glad you’ve found what I’m sure was a challenging issue and you’re getting everyone fixed up.
Some are saying the boat is now too damaged and dangerous due to the stray current overload for such a long period - so needs total replacement - will you do that?
We are hiring an independent marine surveyor to inspect the boat and we will do whatever he recommends. We are also hiring two stray current experts to further guide us and confirm our repair is correct. At this point we think we could use a little third party support to gain everyone's trust back. And if we are informed the boat is a total write off and cannot be fixed, then yes, we will have to write it off. This was not the Wynns fault. It was ours.
I am impressed and enthused about HH's customer service response to the Wynn's issues. You guys just rock! You are the standard by which the entire industry should be judged. Thank you so much!
Mr Hakes, I am the Kiwi who was based in Cape Town when you came out to SA with that small trade delegation, about 1999 ....Keep going mate, definitely got far better press than R&C !!!!
Thank you for the comment Nigel and remembering me. That was many years ago!
Thank you for your comments on this. It is reassuring to know there are companies who stand behind their product and actually follow through with their promises. We live in an Alliance Fifth Wheel which, like a boat, receives harsh treatment from the elements and the roads we travel. Like HH, Alliance stands behind their products and are always willing to handle any warranty issues regardless of who's responsible such as 3rd party vendors. Their motto is "Do the right thing" and they follow through. Looks like you are doing the same. Thank you for your integrity.
Excellent initial public statement in response to a massively public crash - sincere, accepting responsibility, regret, commitment to making it right. The only things missing in my eyes is.... how and when? The last I saw, Curiosity was in Philippine waters, far from the factory. How are you going to effect repairs - ship the boat back to the factory or continue with untested local boatyards? How about life expenses and loss of income due to business interruption during reconstruction? The opportunity exists for H&H to make themselves a business textbook example of an exemplary TOTAL response by an exemplary , sustainable business. I'm rooting for everyone involved.
We have already fixed their batteries and we informed the Wynns prior to the release of their video that we had a fix for their stray current. We are flying a team down to their boat on November 29th and we will take care of everything else with the only exception being their solar (which we are waiting on new panels from the supplier). That said, their existing solar still works so it is not as urgent. And finally, we also paid them $50,000 in early November to make up for their associated expenses and we even offered to pay for their flights to Europe. Thanks for commenting.
Wynns forgot to mention the payment. lol.
While your ideas on compensation are laudable for the Wynns it's not something a company could afford to do on all their boats, because if they did it for the Wynn's they'd have to do it for everyone who ever bought a boat from them. The Wynn's were given a discount on the boat initially because they'd be a spokesperson of a sort. The Wynn's are still making good videos even off the boat. It's the Wynn's themselves which are the reason I've been watching their channel for year, not the boat they are sailing. I wish them luck with fast and permanent repairs and continued success with their channel. HH too.
@@HHCatamarans While I LOVE the way the integrated custom solar looks, I can't help but imagine it will be a nightmare in the future to replace one or all of the panels, being a custom shape. Am I wrong about this? Will they be able to get direct fit replacements easily without paying an exorbitant amount?
@@HHCatamarans Thanks for filling in the blanks... and sounds really fair. Very happy to hear you finally were able to track down the stray current source. Now THERE'S a nice addition to your final QC inspection checklist for future boats, eh? After anchor & chain and whatever other damaged metal is replaced, they should be back in business, pending panel replacement. Finally, hope you are able to fine tune the passive electric generation for better performance there too. 'Nuff said - you've earned your stellar reputation. Kudos!
This was not the response video I expected. Very humble and respectful of your customer’s experience. There is no more helpless feeling then being a boat owner with a repair that is out of your technical reach, and too obscure for the maintenance dock to want to mess with.
Well done Paul & James. You’re stand up guys standing behind your work. The first boats off any new line, especially one as cutting edge as the HH44, are to some extent serving as beta tests for the rest of the line, and inevitably real world issues are going to pop up. The question is… How does the builder respond. I’m confident the issues will be resolved to the Wynn’s satisfaction, because family take care of each other.
Thanks for recognizing that we're committed to our customers.
Wow that’s how you do it! Good start. The Wynn’s are the perfect test dummies. Kind , direct n honest. Take good care of those wonderful peeps.
Although it is painful to experience on a new line it is really kind of expected. You are handling it perfectly....
Thank you for your support. We appreciate it.
A masterclass in PR. Honesty and accountability. Well done guys and best of luck for the future.
Okay all the comments are positive. Which is suspect. True first edition anything always has issues. My concern is I got the feeling HH and the Wynns are not on speaking terms from both their videos. If I am right that too is also troubling. If the Boat is fixed it would be nice to see a video with the Wynns and HH smiling and having fun again.
We've only deleted racist comments and have agreed when told we were not perfect. We will keep trying.
I agree. HH is hustling everyone, including their TH-cam viewers. Data on comments suggests an unusual and steady amount of HH trolls delivering gushing comments that have yet to be earned. One does not get these unusually positive and numerous comments by promising anything. One gets the comments by actually demonstrating that they have earned the praise.
@@Wanhenglo we aren’t hustling anyone. We have no control over who views or comments on this video. We’ll let our actions from this point speak for themselves.
@@HHCatamarans Action is all everyone wants. So far you have delivered none. Until then, your promises, inaction, and HH TH-cam trolls gushing over your magnificence for doing nothing but making promises and excuses, all point to your lies, deceit, and fraud.
Wonderful video-honest and heartfelt. It’s clear you care deeply about your customers and are doing everything to make things right. Tough times like these show true character. Even great companies like Apple, Tesla, and even Toyota have faced challenges with new technologies, and your commitment to quality and customer confidence will make you stronger in the long run. Wishing you all the best!