Azimut after-sales support: an owner's timeline
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.
This page sets out, in date order, the after-sales correspondence for one 2023 Azimut Grande 32M after its central chilled-water air-conditioning plant failed in 2026. Each step is taken from a dated email, and the builder’s positions are quoted in its own words. The purpose is to show prospective buyers what the process looked like in one real case.
The yacht and the system
M/Y Kaloda is a 2023 Azimut Grande 32M kept at Ocean Marina, Pattaya, Thailand. Her air-conditioning is a central chilled-water plant of three chiller modules, installed by the builder. In the builder’s words, a fresh-water contamination of the loop was identified “in the first-year” and corrected within warranty. Technical details are on the technical facts page and the full record is on the timeline.
2026: from first report to a planned visit
| 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”. |
The builder’s stated position
The builder’s written position, in its own words (after-sales email, 28 Jul 2026): the first-year loop contamination “was reported as an isolated incident” and the corrective work “was completed by the authorized Veco service team within the original 12-month warranty window”; the later electronics failures “fall well outside the original 12-month warranty coverage window”; and “We do not deny that the failure rate on the compressor/inverter of this boat is not a normal rate”, so “it is necessary to return the damaged components at the facilities of Veco Italy so as to investigate the exact causes”. Which warranty terms apply is governed by the contract, not by this page.
Time without cooling
On 19 Aug 2026 the AC manufacturer, Climma/Veco, confirmed that the last working compressor was no longer insulated. As of 13 Oct 2026 the yacht has had no AC cooling for 55 days. See time without cooling.
Where things stand
As of 13 Oct 2026 the root cause has not been determined by anyone, including the owner. The builder’s on-board investigation is scheduled for 27–28 Oct 2026, day 131 after the first report. See root cause: done and still open.
What buyers can take from this
- Ask who carries out after-sales work in your cruising area and what response times are committed in writing.
- Ask whether an investigation after warranty is chargeable, and on what terms.
- Keep a dated log of every report and reply from day one.
Read next: response times, questions to ask before buying, yacht vs car: who is responsible, and all interactions.
Frequently asked questions
How long did the builder take to reply to the AC failure report?
The owner emailed the builder on 18 Jun 2026. The first written reply from builder after-sales came on 10 Jul 2026, 22 days later. The builder stated it received the report on 1 Jul 2026.
What is the builder's stated position?
In an email on 28 Jul 2026 the builder stated the failures fall outside the original 12-month warranty coverage window, while also stating that the failure rate is not normal and the damaged parts should be returned to the manufacturer to investigate the causes.
Has the root cause been found?
No. As of 13 Oct 2026 the root cause has not been determined.
Is the builder's investigation free?
On 9 Oct 2026 the builder wrote that the investigation is not a complimentary service and that reimbursement is expected from the owner on completion.