Re: yamaha has really poor customer service
My experience is painfully firsthand and I can tell you that Yamaha is not set up to deal properly with a problem outboard. Maybe they have so few bad products that they don't really focus on it but that doesn't help those of us who get a bad one.<br /><br />I spent 2 hours today simply trying to get my problem notice by someone with the power and desire to correct it.<br /><br />I cannot tell you how difficult it is to watch them dance around the problem that can be solved with either a written promise to extend the warranty on the latest (read number 5 repair) or make me an offer to buy back the engine (I would even be willing to pay to upgrade to a new model). But no, in typical corporate denial they want to lose me as a customer forever, and have me say unflattering things about them when asked.<br /><br />I have seen this before with american companies.<br /><br />Anyhow, today I was insulted by the customer service rep and then when I called to inform his supervisor what had happened they would not give me his name. I was encourage to write to GA (and I did). I also wrote and copied the president of the marine motor division who was quoted recently as saying: <br /><br />"Our goals of constantly exceeding expectations and striving to be the industrys technological leader is the cornerstone of our business plan, and we have no intention of slowing down our efforts," noted Dyskow. "We believe the customer is our boss and is the one best qualified to determine which brand of outboard motors are best suited to match their boating interests and expectations. <br /><br />Well I am calling them on this as I am a customer who is planning to spend my money elsewhere, if they don't get on this ASAP.<br /><br />My engine,is a 2001 model that was repaired three time under warranty and twice after it expired in August of 2004. It is unreliable and not any pleasure to own or use. It has been out of service over 70 days since I purchased it and has a total of only 200 hours on it. It should run like a new engine and not worst than the 15 year old two stroke it replaced. I feel like I should have bought a KIA, for better service and quality.<br /><br />I do hope someone is listening, I don't want to bash them - but I am frustrated. I cannot even, in any good conscience, sell this one to someone else.<br /><br />What kind of quality is that? Like you said, if the customer is the boss, then you need to listen to me and try to do what is fair. If this were an automobile the Lemon laws would make it easy to get a replacement.<br /><br />Just be careful with this company. the fact that they don't take any e-mail, fax or let you call thechnical service directly shows where the priorties are. <br />I will update and hopefully be able to tell you they came through, if not then take the message and use you own judgment before partnering with the products from this company.<br /><br />One last important point, I am not saying they make junk, any company can put out a bad proudct by accidnet, but they need to address it quickly and effectively or they make buying Yamaha products a crap shoot, and reward the lucky ones and punish the ones who most need service.<br /><br /><br />Gary N
