Response times: how long it took to get answers
Public interest: information for prospective yacht buyers, based on dated correspondence and records. Quotations are reproduced exactly, with their dates. We make no finding about the cause of the failure or about any party’s legal responsibility. Right of reply: the builder and suppliers are welcome to provide their position, which we will publish in full, via the help page.
When critical equipment fails on a yacht, time matters. This page measures, in calendar days, how long each step took after the owner of a 2023 Azimut Grande 32M emailed the builder on 18 Jun 2026 about the failure of the yacht’s chilled-water AC plant. Every figure is calculated from the dates of written correspondence.
The measured times
| Date | Event | |
|---|---|---|
| Date (Bangkok) | Day | What the correspondence shows |
| 18 Jun 2026 | 0 | The owner emails the builder’s customer-care address reporting the AC failure and asking for after-sales technical support. |
| 1 Jul 2026 | 13 | The builder later stated the report “was well received on July 1st” and forwarded “to the air conditioning system supplier Veco Italy for clarification on the same day”. |
| 10 Jul 2026 | 22 | First written reply to the owner from the builder’s after-sales team. |
| 16 Jul 2026 | 28 | The builder relays the comments of the AC manufacturer, Veco Italy, including that a full analysis “can be conducted by us if the parts are returned”. |
| 28 Jul 2026 | 40 | The builder states the failures “fall well outside the original 12-month warranty coverage window”. |
| 29 Jul 2026 | 41 | The builder recommends “that you contact the local Veco dealer to do a preliminary check on board”. |
| 18 Aug 2026 | 61 | The builder writes that “due to the summer holiday in Italy, it is not possible to send the electrician from Italy to check now”. |
| 19 Aug 2026 | 62 | The AC manufacturer (Climma/Veco) confirms compressor 2 “is no longer insulated and hence not functioning”. |
| 12 Sep 2026 | 86 | Veco’s regional dealer, VECO SEA (SEA Power Systems Pte Ltd), writes that the builder “should be leading the investigation”. |
| 19 Sep 2026 | 93 | The builder confirms it will “send two technicians from Italy to do the investigation on board, including one electrician from D&G (the supplier of electrical system AZ32Metri) and one surveyor from Polipodio”. |
| 9 Oct 2026 | 113 | The builder sets the visit for 27–28 Oct and states “this investigation is not a complimentary service”, with reimbursement “expected from your side upon completion”. |
How we counted
Days are calendar days between Bangkok dates, counted from the owner’s email of 18 Jun 2026 to the builder’s customer-care address. Only written messages are counted. The builder stated that it received the report on 1 Jul 2026 through its sales dealer; counted from that date, the first reply came 9 days later. Both figures are shown so readers can judge for themselves. If you believe any figure is wrong, tell us and we will correct it.
Meanwhile, on board
On 29 Jul 2026 (day 41) the owner reported that the third compressor had failed. On 19 Aug 2026 (day 62) the manufacturer confirmed compressor 2 was no longer insulated. As of 13 Oct 2026 the yacht has had no AC cooling for 55 days. See time without cooling.
Summary of intervals
- 22 days from the owner’s email to the first written reply.
- 40 days to the builder’s written warranty position.
- 93 days to the builder’s confirmation that it would send technicians.
- 131 days to the scheduled on-board investigation (27 Oct 2026).
Other owners may have had different experiences; we would welcome hearing from them.
How to protect yourself
- Agree written response targets with the builder before delivery.
- Report faults in writing to a named after-sales contact and keep a dated log.
- Ask who will attend in your area, and how quickly.
Read next: the owner’s timeline, when critical equipment fails, and all interactions.
Frequently asked questions
How long did the builder take to respond?
22 days from the owner's email of 18 Jun 2026 to the first written reply on 10 Jul 2026 (9 days from 1 Jul, when the builder says it received the report), and 40 days to a written warranty position.
When is the builder visit?
Scheduled for 27-28 Oct 2026, 131 days after the first report.
How were response times measured?
Calendar days between Bangkok dates of written correspondence.
Can I correct a figure?
Yes. Use the help page and we will correct any figure shown to be wrong.