Boat Dealers

[Red]

Is it just me or do boat dealer just not care? I have been trying to get a trailer part now for 5 weeks. I would guess that the part would cost no more than $15. I call a number of dealers to find who could order the part and all said it would take 1 or 2 weeks. So I decided to use the dealer about a mile from my home. Every time I call to check on the parts status they have no idea of who I am. I don't know how thick the book of excusses is, but they have to be on the last chapter. After 2 weeks of zero action I was able to put a couple of 2x4's and some carpet together so I could use my boat. I don't work in the boat industry, but I do manage a reseller/dealer channel and if I have 10 complaints on a dealer they are gone. I have a friend that just pruchased a new boat and the trolling motor didn't work along with the sonar unit. I can't believe that they are selling that many boats that they can't care about customer service. For exapmple of great customer service. I purchased a TriTronics training collar used it for about a month. All of a suden I couldn't get it to turn on. I called and they said that they would send one out that day. I gave them my credit card
# and if they didn't recieve the old one back in 30 days they would have to charge me for it. All I had to do is take the same box from the new one and place the prepaid UPS label on it and I was done. I will be forever a TriTronics customer. It just is frustrating when you have 7 months to use your boat and you waste 2 of them to get a $15 part.

Sorry for the long winded explination, but just wnated to know if anyone else have had these problems?

Thanks


Red

[eye guy]

I guess sometimes they have bigger things to worry about. Or maybe every boat dealer is understaffed. Anyways, I feel your pain which is why I now am a dealer in trailer accesories and parts. Its great to get parts in a matter of a few days instead of circumstances you are in.

[T-Mac]

I don't blame you for being frustrated. I am a dealer, and I get even more frustrated than you can believe. We try and order a trailer part, motor part, whatever... and it never gets sent to us...or the wrong thing gets sent...or they neglect to tell us the part is currently unavailable. Same on Accessories. Here it is the height of the season and all these factory parts hassels just eat up all our time making long distance phone calls and being put on hold for 10 minutes at a time...or a response such as..."Oh yeah we gotcha handled"...
Ohhh right! You bet. (Tell me WHEN...and tell me HOW ya got me handled...Puleeeze!!)
Man I know what ya mean...now multiply it by about 25 every day and then you will know why the dealer looks sorta stressed out!

[Mark N.]

You must be from Omaha, your not alone, it seems that the the boat dealers here could care less about customer service here too. I've had many similar problems myself with several dealers in this area.

[Chuck Pederson MN]

When I could not get a response from my dealer even to answer the phone I drove 60 miles to see what was up with my boat. While I was there the phone kept ringing and I asked him why don't you answer the phone? He said I'll never get anything done if I keep answering that thing. Last boat was from another dealer.

[Don in Denver]

I know there must be lots of boat dealers and mechanics who are not big on customer service. I must be one of the lucky ones because my local dealer/mechanic (Bob Friedlander, Great Lakes Marine, Littleton, CO) has gone WAY out of his way several times to help me get on the road (trailer problem) or back on the water after various mishaps (often my fault) over the last 19 years that I've been trading there. Any of you Colorado folks who are looking for a new dealer/repair facility, I don't think you can go wrong there.

[TLY]

This issue is not just boat dealers. There is a strong ignorance of customer care throughout all facets of business. The dealer I have dealt with for 3 generations is absolutely fantastic in all aspects. This is Dolans in St Paul MN. Any problem I have ever had they have made right in a professional and timely manner. Granted, some of the problems should have never occurred but they were manufacturer created and covered by the dealer, sometimes with extraordinary effort and support required by the dealer (sinking, fire, detaching components .....).

Probably through sheer volume and exposure the auto industry makes almost any marine dealer look like a saint.

TLY