We were sorry to read that an RCR member has posted, on a blog, a report of a recent incident in which they felt that we had fallen short of the high standards we set for ourselves.
In the report the boat owners, who suffered a tiller problem in a lock, called us to ask for our assistance. Despite the fact that we don't cover the repair of damage blow the waterline we did do our best to try and assist the boater in question. Sadly their call came on a day, and in an area in which the normally resident engineer was off sick. As a result someone had to travel into the area resulting in a slower than normal service.
Suffice it so say that the boat owner in question did manage to have the problems sorted out and we are obviously unhappy that they felt that the service we offered fell short of our normally high standards. We've looked into what happened on that day and can assure all our customers that we will address any shortcomings should we find any. We'd also like to remind customers of the limits we have as a canal side rescue organisation - one reason why we are unable to address problems of this type in situ.
We have received an email from the boat owner and hope to be able to address their complaints directly. However, as a business which deals with something like 2000 callouts per year, on very rare occasions problems do occur. Sadly this was one such occasion.