Local Mercruiser dealer won't warranty?

[bonz_d]

Re: Local Mercuiser dealer won't warranty?

Re: Local Mercuiser dealer won't warranty?

Let's look at "the real world" for a moment. World wide the economy is either struggling or it's in the tank. Auto dealers, boat dealers, or fast food. These businesses are all franchised from a larger company. They are all trying to sell something and the service that goes along with it. The Golden Days are over for now and compatition for the dollar is tremendous. Knowing this fact alone I cannot understand how someone could drive business away, by crappy or nonexistant service, and still expect to grow their business. The end consumer has the money and soon should be returned to having the power to decide which services thrive and which one die.

 

[jasoutside]

Re: Local Mercuiser dealer won't warranty?

Re: Local Mercuiser dealer won't warranty?

Smokes Rico! I'd be steaming mad I know what that brand spankin new Islander cost ya, and you definitely paid for a full warranty!

I agree with Don that it was good they were up front with you. I fear had you brought it in for work it would have sat for months while you'd be just wanting to run it.

Yup, I really think Mercruiser ought to know how their dealers are handling their customers. If your local dealer has an issue with how Mercruiser is compensating warranty work, those two can talk through the matter. You certainly don't want to be in the middle of that.

You deserve better, you sure as heck paid for it. Sorry for your trouble.

 

[ricohman]

Re: Local Mercuiser dealer won't warranty?

Re: Local Mercuiser dealer won't warranty?

Just got off the phone with Mercruiser and the rep told me the dealer is not supposed to refuse to work on any Mercruiser product he is authorized to sell. And in order to retain their certification they need to be approved by Mercruiser and this is not the way to do it.
He wanted the dealers name and I provided him with that. He said they will be calling and sending a letter out that will need to be answered. They probably won't work on my boat after all this is done but I wouldn't take it there for obvious reasons.
He also is perplexed as to why a dealer would turn away work as I would be bringing the boat there for its service. Service work pays pretty good and none of it is a warranty issue.

 

[jasoutside]

Re: Local Mercuiser dealer won't warranty?

Re: Local Mercuiser dealer won't warranty?

Just got off the phone with Mercruiser and the rep told me the dealer is not supposed to refuse to work on any Mercruiser product he is authorized to sell. And in order to retain their certification they need to be approved by Mercruiser and this is not the way to do it.
He wanted the dealers name and I provided him with that. He said they will be calling and sending a letter out that will need to be answered. They probably won't work on my boat after all this is done but I wouldn't take it there for obvious reasons.
He also is perplexed as to why a dealer would turn away work as I would be bringing the boat there for its service. Service work pays pretty good and none of it is a warranty issue.

Yah, no way I'd darken that door again.

I didn't think about the regular maintenance stuff, that adds up big time too. Good point, their loss.

 

[dingbat]

Re: Local Mercuiser dealer won't warranty?

Re: Local Mercuiser dealer won't warranty?

The Golden Days are over for now and compatition for the dollar is tremendous. Knowing this fact alone I cannot understand how someone could drive business away, by crappy or nonexistant service, and still expect to grow their business. The end consumer has the money and soon should be returned to having the power to decide which services thrive and which one die.

Customers have next to zero loyalty anymore. It’s don’t matter how well you treat them. If they can go across the street and save a buck they will do it.

On the other hand, times are tough. My service staff has been cut in half over the past 4 years. The shop is running at 75% utilization so I don’t have the resources to service every Tom, **** and Harry that walks in off the street. I’ll cover my long time loyal customers first. Then utilize the remaining resources where I’ll get the best bang for the buck. The guy who has been the office 2-3 times having dialogue with a sales agent will get priority over someone walking in off the street wanting service. The guy that we where talking too last month who decided to go to a competitor to make his purchase goes to the bottom of the list.

 

[A/C Guy]

Re: Local Mercruiser dealer won't warranty?

I may have a slight dilema. I bought a new 2011 Starcraft Islander 221 last fall. I bought it 2700km away as there were none available where I live and my local dealer only sells Crestliner.
Anyway, I called down asking about fitting my new boat with everything it needs. I need an anchor, ropes, fenders, oars, fish finder, GPS, compass and he could even order me a cover. All seemed good until I asked about the warranty on the new 4.3 Merc.
He said if I didn't buy it here they would refuse to do warranty work on it.
And they would put it at the end of their list every time I needed any type of non-warranty work.
This pisses me off for two reasons.
1). I spent my hard earned money there buying things for my other boat. I bought parts, fluids ect at dealer prices because I always believed keeping your local dealer in business was a good thing. Then they blow me off.


Thoughts?

Yep, buy all your stuff online. When you need warranty work later, you will have the satisfaction of not having spent all that money at that jerk's business. Plus you will pay 30% less online for those accessories.

 

[A/C Guy]

Re: Local Mercuiser dealer won't warranty?

Re: Local Mercuiser dealer won't warranty?

On the other hand, times are tough. My service staff has been cut in half over the past 4 years. The shop is running at 75% utilization so I don’t have the resources to service every Tom, **** and Harry that walks in off the street. I’ll cover my long time loyal customers first. Then utilize the remaining resources where I’ll get the best bang for the buck. The guy who has been the office 2-3 times having dialogue with a sales agent will get priority over someone walking in off the street wanting service. The guy that we where talking too last month who decided to go to a competitor to make his purchase goes to the bottom of the list.

The reason that your service staff is half of what it once was is due to the attitude highlighted. As soon as you start playing scheduling games like you describe, you are chasing away business. All those guys that you put on the bottom of the list, they remember the poor service. The guy off the street that got bumped by one of your preferential customers, he also remembers that and goes elsewhere. You are chasing away your own business and are too thick headed to see it. Just calling them "every Tom, **** and Harry" shows your contempt for them.

 

[MH Hawker]

Re: Local Mercuiser dealer won't warranty?

Re: Local Mercuiser dealer won't warranty?

Are you saying I shouldn't give up the name of the dealer in question to Mercruiser? I had thought about this but if they aren't going to work on my boat, what's the point?

You should absolutely give them the dealerships name. Very poor service is what is causing the dealer ships to fold as it should and bad dealers should be put out of business.

 

[Catchad81]

Re: Local Mercuiser dealer won't warranty?

Re: Local Mercuiser dealer won't warranty?

The reason that your service staff is half of what it once was is due to the attitude highlighted. As soon as you start playing scheduling games like you describe, you are chasing away business. All those guys that you put on the bottom of the list, they remember the poor service. The guy off the street that got bumped by one of your preferential customers, he also remembers that and goes elsewhere. You are chasing away your own business and are too thick headed to see it. Just calling them "every Tom, **** and Harry" shows your contempt for them.

I would have to agree. I was told by a local dealer that I would be a "Tier 3" customer when it come from warranty or service work because I didn't buy my boat from them. 1) BIG difference in price & 2) They didn't have what I wanted anyway and I wasn't going to "settle" for anything different when dropping that much $. So, I figure I will not be going there for service based on their own comments. So, what does this get them? Well, I will be driving further for warranty service at another dealer, which is on me, I will remember who took care of me when I go to looking for an even larger boat, and I will probably not have anything good to say if anyone asks me about the local dealer.

While I know boat dealers are no comparsion to the auto dealers, our local Ford dealer is on the radio all the time saying they don't care where you got it from, come to their service department. That's good business in my mind.

 

[ricohman]

Re: Local Mercuiser dealer won't warranty?

Re: Local Mercuiser dealer won't warranty?

Tom, **** and Harry?
Don't dealers make money off the equipment they sell?
I would have bought a bow buddy, fenders, ropes, anchor, oars, new life jackets, GPS, fish finder, compass, radio, portable head and all my service parts.
This is big money compared to the slim margins on a boat. I would guess $2500 to outfit the boat.
It will be online for me but first I am going to try another dealer 30 minutes away.

 

[DuckHunterJon]

Re: Local Mercuiser dealer won't warranty?

Re: Local Mercuiser dealer won't warranty?

Sad what has happened to customer service in all industries. One more reason to buy used and do the work yourself when possible.

Just to relate a good experience (sorry, too cold here to be boat related), a few weeks ago, my dishwasher broke. I called Sears service, who told me it would be $85 just to come look at it, then another $85 when they return with the parts, plus parts and repair labor fees. I then called a local appliance sales place. The guy said he'd be happy to come out and look at it, but could probably talk me through the diagnosis over the phone. 15 minutes later he had pointed me to the problem (broken door counter balance), gave me the wesite of an online retailer (he wasn't affiliated with) to buy the part, and described the re-assembly procedure. Total cost to me - $14. Guess where I'll be going for my next appliance purchase.

 

[airdvr1227]

Re: Local Mercuiser dealer won't warranty?

Re: Local Mercuiser dealer won't warranty?

It's already been 2 years and he hasn't made squat off of you. He probably won't be in business when you need him.

 

[wgl333]

Re: Local Mercuiser dealer won't warranty?

Re: Local Mercuiser dealer won't warranty?

Dingbat....thank you for qualifying your statement by saying "Next to zero loyalty"...as I think most people that get treated fairly by a mechanic, appliance tech, etc. will return for repeat work, with price being secondary. Obviously we all need to be price conscience, but, I have been using the same auto mechanic for 12 years now because the guy went out of his way to earn my business those dozen years ago. Same thing with my boating needs. I needed a new trailer and called several outlets that were closer to my home/work. But, the dealer that took the time and the extra steps was on the opposite side of town but, he earned my business. I now make the drive for my regular maintenance items (just make sure I get everything I need in 1 trip).

The question I have for you, as you are in a "service related business" is....the guy you were talking to last month who decided to go to a competitor to make his purchase and then comes to see you for service, do you or your staff spend the time with him to find out WHY he went elsewhere to make his purchase, instead of just instantly relegating him to the bottom of the list?

 

[ezmobee]

Re: Local Mercuiser dealer won't warranty?

Re: Local Mercuiser dealer won't warranty?

I don't know, I would consider myself a pretty "loyal" customer. If I receive good service from someplace, I will almost always go back to that place without messing around with looking for a better deal.

 

[bonz_d]

Re: Local Mercuiser dealer won't warranty?

Re: Local Mercuiser dealer won't warranty?

It's already been 2 years and he hasn't made squat off of you. He probably won't be in business when you need him.

2 questions.
1. Where do you get 2 years?
2. If I haven't been back in two years because I found some one elses service better why would I EVER feel the need to go back?

 

[bonz_d]

Re: Local Mercruiser dealer won't warranty?

Here's one for everyone when you decide to talk about trust and "loyalty".

A number of years ago my family and I were on a camping trip. About 3 hrs from home. The last night we were there I started having chest pains and knew what was happening. Wife called 911 and was taken to the local hospital. They did not have a cardiology dept. After they had me stablized the ER doctor came to me and explained the situation. They would have to send me somewhere else for treatment and the closest hospital was about 45 min away yet it was also almost 4 hrs away from home.

I explained to the doctor that I had no contacts in that area and it was a long way from home. He asked me what I would like to do. So I explained that I had a cardioligest in Milwaukee which I've been to before and he was just over 2 hrs away. The ER doctor said not a problem and arranged transport for me to Milwaukee. He was happy I was going and I was happy to be going to my doctor.

Then last fall I had another attack and my local cardiologist told me I needed another cath, which he doesn't do, so I told him to call the other cardiologest who's done my other ones. Doc 1 said doc 2 is no longer there and moved to another hospital a bit further away. I told doc 1 SO what's your point. He again called doc 2 and set it up.

Now, this isn't quite life or death although close I have full trust in this doctor and hope he is there for me again next time. So deciding who you are going to take your car, boat, computer or lawn mower to is a minor decision. This doctor has also treated me with the utmost respect each time I've been to see him. As a matter of fact he was already there waiting for me that time I came in from vacation.

 

[CC245]

Re: Local Mercruiser dealer won't warranty?

After reading this thread I think we should keep some things in mind. The OP was not actually refused a warranty as the title of the thread implies. This is a hypothetical situation, it is possible that the boat will not have any warranty issues during the warranty period. I think the OP needs to wait until the snow in the "great white north" melts and splash that boat. Have fun and enjoy your nice new boat and worry about any warranty issues when and if they happen.

 

[airdvr1227]

Re: Local Mercuiser dealer won't warranty?

Re: Local Mercuiser dealer won't warranty?

2 questions.
1. Where do you get 2 years?
2. If I haven't been back in two years because I found some one elses service better why would I EVER feel the need to go back?

I misread weeks as years. My bad. My point is the value of good customer service is difficult to quantify. On the other hand a PITA customer who ends up costing the company money is easy to identify. Unfortunately many times customer service is determined by profitability more than the opposite.

 

[Numlaar]

Re: Local Mercuiser dealer won't warranty?

Re: Local Mercuiser dealer won't warranty?

They can't, well, they can't if they are going to remain a merc dealer for much longer.

Exactly. I ran a merc service center for West Marine, and under the terms of being a "merc dealer" we had to honor repairs to ANY motor within merc warranty, no matter where the customer bought it, thats part of being an authorized dealer. If they refuse to do warranty work, Mercury can and will pull their license.

 

[ricohman]

Re: Local Mercruiser dealer won't warranty?

After reading this thread I think we should keep some things in mind. The OP was not actually refused a warranty as the title of the thread implies. This is a hypothetical situation, it is possible that the boat will not have any warranty issues during the warranty period. I think the OP needs to wait until the snow in the "great white north" melts and splash that boat. Have fun and enjoy your nice new boat and worry about any warranty issues when and if they happen.

While is is true the boat hasn't been run yet, its also true that I was told not to bring it in for any type warranty repair regarding the Mercruiser engine/drive.
If I didn't buy it there they were not going to work on it. Period.