Customer care from Nautor's Swan

New department set up to look after the 1,800 Swans in existence

Nautor’s Swan has made a recent commitment to ensure the quality of its customer care programme. Since 1966 more than 1800 yachts have left the Nautor shipyard in northern Finland to owners all around the world. With this large volume of yachts customer care is of increasing importance, so Nautor’s Swan has created a Customer Care department with an experienced team of professionals that work with technical consultation, spare parts, service questions and warranty claims.

Stefan Sjöberg, newly appointed Manager of the Customer Care department, commented on the importance of this support system: “Our mission is to make the ownership of a technically highly complex yacht, such as the Swan, as pleasurable as possible. Swan owner’s time is at a premium and Nautor’s role is to ensure that they can spend their valuable time sailing and enjoying their yachts.

“Here at Nautor, we pride ourselves in having all yachts well documented and all existing drawings archived, as far back as the 1960s. This ensures even ‘vintage’ Swans can receive prompt and accurate service. Finding original spare parts is sometimes a challenge, but our devoted team can respond to any kind of enquiry that comes in.”

Nautor’s Swan has a worldwide network of Nautor’s Swan Authorised Service Centres who deal with service and maintenance and have been carefully selected based on competence, infrastructure and reputation.

“The heart of our operation is in the Nautor’s Swan Authorised Service Centres. This is our extended hand, a way to be where the customer best needs us. These service centres also have access to the Nautor’s Swan drawings and information archive to ensure a fully comprehensive, quality service,” explains Sjöberg.

Yves Le Cornec, Director of Nautor Swan Villefranche sur Mer, Nautor’s fully owned Customer Care base in the Mediterranean, highlights the merits of the service’s infrastructure: “It is crucial for Nautor to be close to its customers. We work together with the Authorised Service Centres in the area to be able to provide the best in quality service and support for the owners”.

In the same spirit, Swan owners can now expect personal service at key cruising events and at the varied Swan events in the racing calendar. As was the case in 2002 and at this year’s ARC, Nautor will offer a complimentary service, exclusive to Swan owners, to assist in regatta and race preparations at all key events. At the upcoming St.Maarten Heineken Regatta and Antigua Sailing Week, Swan owners can expect Nautor service personnel to be on-hand to assist skippers and crews in preparing their yachts for the competition ahead.

Stefan Sjöberg concluded: “Our objective is to always exceed expectations and this type of service is a good example of what Swan owners enjoy as a part of the Swan community.”