Hello Massimo and crew,

we are sorry about your perception of this charter and we do care about your opinion as well, but there are few points which we would like to clarify regarding your charter week. 

Your rent started on 24th of June; you had the technical check-in done by our crew who answered all of your questions and showed you all of the features of the boat, including the proper procedures to operate the electric anchor windlass.

You sailed off at 23:30 on the night of the 24th June (GPS data) and reached south side of Vulcano island at 02:50 on 25th. Then, at approximately 03:30, you headed north, toward "Marina di Vulcanello" at 05:30.

At 05:32 you sent us a vocal message about you having trouble with the electric anchor windlass that was not working as it was supposed to, and that the lights inside the cabin were flickering while trying to use the windlass; also you notified that the anchor was almost not moving at all. Then you sailed to Lipari and went back to Vulcanello roughly at 08:10. By that time you already messaged us again at 07:49 asking for assistance and you had a quick response being contacted at 07:51 by Pietro to give you assistance on the matter. You received immediately after a videocall by our base manager who explained, again, how to properly operate the anchor windlass which was not showing any sign of malfunctioning, and then again you received the call of our fleet manager who told you that we could also send you someone to check the windlass, but if no malfunctions were detected you would have paid the technical intervention. 

All of this was done before 09:00 of 25th of June, sunday.

Now, your claim are that the anchor windlass malfunctioning was the cause of losing three days of vacation and of your injury to the finger and that we were not caring to you as customers and persons. But truth is that we assisted you from the very beginning.

Everything could have been avoided following the instructions given to you during check in:

- it was explained to you, during the technical check-in, (in a detailed way) that the electric anchor windlass on this boat works only if the engine is running and RPM are not too low; this means that if you do not follow the procedure it won't be working and the batteries will drain current causing the light to dim and flicker - as you described your "malfunction"

- we explained it again on Sunday morning, but you kept claiming that it was not supposed to work that way.

Since then you never called us again, never requested for any intervention and you never had problems to the anchor windlass, until 29th of June, roughly at 14:30, when your crewmate sent a message claiming that "Mr. B. hurt himself while trying to fix the anchor windlass". Of course we are sorry that Mr. B hurt himself but we never received an assistance request, we never authorized you to fix the anchor windlass apart from the fact that the anchor windlass had no problem on the first place.

That's the moment when you needed the first aid kit.

We are sorry, and it's true, that you found a pair of scissors with some rust, and it's also true that there were also two expired gauze packages, but you also need to be sincere about it. Rust was present due to an accidental leak of one of the instant-ice packs, not as forgotten and aged piece of old equipment. Also there was a multitude of new gauzes . 

We also have to mention that, even if not due, seeing your bad mood we gave you the permission to come back to base three hours later than expected.

Anyway, since we care for our clients, we would like to have you again with us to try to fix your impression of our service. For this reason we would like to gift you a 200€ voucher that you can spend with us on the next charter from any of our bases. 

Best regards,

Sailingsicily team"

Thank you again for asking our reply.

Kind regards,

Sailingsicily team