7 October 2012

Dear Mssrs. Whidden, Weisman, & Bicknell,

Before I began fulltime cruising, I co-founded a software development firm in California. I was always pleased when our customers provided feedback as it was the best way to improve our products and services. Though I am sure you are extremely busy, I do hope you will give this letter your attention as it is delivered in the same spirit as that of my former customers.

In 1994 I purchased a new suit of sails – main, mizzen, and jib – from North Sails San Francisco for my Cross 46 trimaran. The sails were excellent and Jeff Madrigali, my sales rep, did a great job. I spent years sailing the SF Bay area with those sails as well as 2 years in the tropics in Mexico – including the bash back up the coast to California.

In 2005, in preparation for a circumnavigation, I ordered a new main from North Sails Long Beach. I’m a firm believer in brand loyalty and I had been very happy with my sails.

So far, so good.

In New Zealand in 2010, I ordered a new mizzen and jib from North Sails Auckland. The 1994 jib and mizzen were tired as one would expect after so many years and miles. But here the problems begin.

Despite bringing the old mizzen to the Auckland loft, along with a new boom that was to be fitted, the sail was cut short on both the luff and leach. Our sales rep stood behind the original quote and, since there was no time to manufacture a new sail before our departure for the tropics, he suggested we sail with the short mizzen for a season and he would have the new mizzen ready when we returned to New Zealand.

He was as good as his word and we received that new mizzen in May 2011. However, the short mizzen had shown a tendency to have the webbing come unstitched at the sail slides. I pointed this out to our rep as it was a surprise after only one year.

Later that year in November, upon our departure from Fiji for New Zealand, our 2005 main (from the Long Beach loft) ripped along most of the leach. We were close reaching in 20 knots with a single reef. The sail was not repairable as the sailcloth could be easily torn by hand. Again, this was a surprise after less than seven years. When I asked the Auckland loft why this might have happened, the response was that that was the life one should expect from a sail. Ask the sailors out here cruising fulltime and you will be pressed to find one that agrees with that statement.

This year in May, our new mizzen had the same issue as the short mizzen: the stitching began falling out of the webbing attaching the sail slide. Again after only a year. Worse, we were delayed for three days in the Torres Strait while we hand-sewed the leach and foot line pockets of our jib. Not what I would expect from a 2-year old jib.

We take care of our sails. They are never left uncovered except when at sea. We expect sails to require some attention and repair, but this is so different than our previous experience with North Sails.

Besides the larger issues, there have been small ones. For example, listing our trimaran as a catamaran on the sail bag label. This is not big deal but it indicates sloppiness. Coupled with the other issues, it simply says, “We don’t care about this job.”

What’s the good news? When our mainsail ripped in Fiji in 2011, we put the 1994 North main back on. It has since carried us another 5,000 miles and is flying as I type this 100 miles east of Bali. It’s done a great job. So back then, you were clearly doing it right.

For me, buying sails is not just about price. Loyalty to a company that has served me well is important. Unfortunately, I feel that North Sails is no longer a company that cares about sails for sailors like myself.

Thank you for your attention. I do hope my views are of some benefit to your company.

Yours sincerely,

Bruce Balan
s/v Migration
currently lying Serangan Island, Bali, Indonesia