We received an anonymous letter from an ETO to which we published in our latest edition of Superyacht Technology Digital Magazine. We receive feedback from ETO’s and Engineers alike. This message from an ETO I thought was particularly good and reflects the many conversations I have had with ETO’s over the last four years. After speaking to MTN they have promised to respond in our May edition of Superyacht Technology Magazine.
“We have experienced, at times, significant issues with VSAT support in the past due to inexperienced support techs who don’t understand yachts and do not have the required skills and experience to respond how we need them to.”
“Good Day MTN
I work on a yacht that is an MTN customer and have first-hand experience in relation to this article (How fast can you go).
MTN had a dedicated yacht support team at some point in the past, before they became MTN, but new owners at that time, decided it was a better idea to disband that specialised yacht team and just have one support team for all industries.
The problem is that yachts have a unique pressure relating to owners and their expectations in what we do. This leads us to require immediate support and immediate answers and solutions.
We have experienced, at times, significant issues with VSAT support in the past due to inexperienced support techs who don’t understand yachts and do not have the required skills and experience to respond how we need them to. Having said that, all the staff I personally have dealt with at MTN have been courteous and polite and have good levels of customer service; they simply were unable to deal with our issues how and when we needed them to.
The specialised yacht support team used to be a collection of all the best technicians MTN had and hopefully the new team is exactly that as yachts should see a marked improvement in support levels and solution times. Credit to current management at MTN for re-instating this team!
Our first indications are that things are on the right track and we are getting to speak to the right people but I would recommend anyone calling the MTN NOC to ask to speak to a yacht specialist straight off.
An Anonymous ETO ”