Boat Dealers / Mechanics & Customer Service

[wickedcool16]

Ok, This is probably going to stir up a hornets nest but I am going to post this anyways. What is the story with Boat Shops, Mechanics, Dealers etc?? I have lived in many different parts of the country and no matter where you go its always the same. BAD CUSTOMER SERVICE. Nobody ever calls you back in a timely fashion if they call you back, and they cant stick to a schedule of any sort for the life of them. These attitudes are even reflected by some of the professionals on this web site. While they are extremely helpful, their customer service skills really stink. Is this a superiority complex?? Or do they just not like their jobs. Maybe someone else can shed some light on this. My buddies who own boats have had exactly the same issues.

Thanks for your responses in advance.

 

[DarkeMaster]

Re: Boat Dealers / Mechanics & Customer Service

Boy, I hear ya..I took a 35HP Johnson into my local shop last year in June to get an estimate on what it was going to cost to get it running......They still have it !!! I call them periodically to make sure they have not gone out of business (and took the motor with them) and they tell me they will have an answer shortly (two months ago, they said they would get back to me in two weeks)...I AM STILL WAITING...

I spent the last few days educating myself and repairing a Chrysler 55HP on my own and it runs great (basically, They have had my other motor SOOOO Long that I have had enough time to teach myself how to repair a motor and I don't need them anymore). I guess I'll have to go get the motor from THE SHOP!! and fix it myself..

To answer your question though, I think it is all attitude. They perform a specialized service and figure what the hell, they need me...

 

[tommays]

Re: Boat Dealers / Mechanics & Customer Service

Well i went to school for marine engine repiar for two years and stated at Oyster Bay Yacht Service in 1974

It took less than one year to find it was a crappy way to make a liveing

100 hours a week in the summer was not enough and 0 hours in the winter to live on

Every darn boat is like trying to rebuild a motor in a white carpted room that is To SMALL and everybody flips out if you leave a finger print


Then there was the working in the Sun ,rain ,cold ,heat It was a real JOY

So i started fixing machinery and never looked back

Tommays

 

[RCSConstruction]

Re: Boat Dealers / Mechanics & Customer Service

My first experience with a "reputable" shop has been very frustrating.
Called them last week (tues) and they said they were unusually slow and had openings, so I brought my boat down ASAP.
They didn't get me an estimate for 5 days and have told me it will be another week and a half till I get my boat!!!!!!
Bellows,U-Joints, and a cable and I have to wait around 3 weeks....
Very disappointed and will let them know I will not be bringing my boat back to them ever again. Probably will not bother them but it will make me feel better.
Seems like they got busy and pushed my boat off to the side. Either that or they just wanted my boat in there so they have a nice backup log of work.

 

[RCSConstruction]

Re: Boat Dealers / Mechanics & Customer Service

Boy, I hear ya..I took a 35HP Johnson into my local shop last year in June to get an estimate on what it was going to cost to get it running......They still have it !!! .

Jebesus!!!!!!!!
I would have thrown a fit after the first month and yanked my boat out of there in a hurry with a big middle finger pointed at them.
That is just out of control.

 

[craig240DA]

Re: Boat Dealers / Mechanics & Customer Service

I am a brand new boater with a brand new boat. I bought a Sea Ray from MarineMax. I would score the buying process, A+++ Outstanding job of working with us to get the right boat.

Since we bought the boat (2 months ago), we have had 6 on-site service visits and one trip for the boat back to the shop trying to identify and fix leaks into the engine compartment. At one point I was told I need to adjust my expectations about water intrusion. I blew up over that one.

I also had them install a chartplotter/Fishfinder and VHF. They charged me $1000 labor for the GPS alone! (just the labor to put in a GPS). Then they tried to charge me $600 to trailer the boat back to their shop to fix the leak on a brand new boat. No way was I going to pay to transport a boat back to the shop for a warranty repair. Then I happen to find out their costs for the tow was only $400, so they were trying to make money on the towing back to the shop for warranty service. I had another fit until they started trying to correct it and take back some of the charges. I'm still not comfortable with their service. It seems a lot depends on who I talk to. They forced me into being a jerk just to get fair treatment.

The whole experience: is like the dealer has two sides, the great sales support and that relationship which is really great, and then the service that has been a challenge to communicate and develop any trust.

 

[Gary H NC]

Re: Boat Dealers / Mechanics & Customer Service

My one time at a boat repair shop did it for me.650 dollars just labor to put a starter on. Never been back to one since.I buy factory service manuals and do the repairs myself.It may take me some time and a few skinned up knuckles but i always get things fixed.
Oh,when they put the new starter on they only put one bolt in and left the rear engine mount nuts off.And did not connect the the yellow fuel pump hose back to the carb and broke the bilge pump hose.. Great service! only kept the boat 2 months..

 

[tashasdaddy]

Re: Boat Dealers / Mechanics & Customer Service

i don't know how many times i've said this. go to the ramp talk to people, they will tell you who is good, and who screwed them. also do you preventive maintainance in the winter. don't wait till May and expect same day service. also don't have your boat service where they do not water test the boat. you can't properly test on muffs, or in a tank. also the older motors parts get backordered. you boat does not get back into the service line until all the parts are in, and if more are needed, it goes to the back of the line. i'm not a dealer just and educated boater as to how they work. also they are going to get the new sales out of the shop, before they do service work.