How to respond with Dealer

[POrding]

We just recently (Memorial Day Weekend) took delivery of our 2010 Sweetwater by Godfrey 2186 pontoon boat. The orientation launch with the dealer rep was uneventful. He took us to the dealer's owners private boat launch due to the high traffic from the Memorial Day weekend crowd.
Well here is the bad part. While looking over the boat I found the back gate door was deeply scratched on the metal. Our pop-up changing room curtain was torn/frayed and the support arm used to move the cover was broken. I brought these items to the attention of our sales person and they stated they were aware of the issues and had replacement parts on order. They stated that the shrink wrap had come off during transport from the manufacturer. I'm not sure how the curtain was ripped but it appeared that the padded cover must have opened up allowing the wind to destroy the cover. I'm guessing the hardware of the curtain was beating on the metal of the back gate.
When we loaded the trailer and boat, the safety chains were too short. They spliced together additional links to make up the extra needed to hook to the truck. They stated they would get longer replacement chains from the trailer manuf. The trailer plug was also too short for my truck and there wasn't enough slack to allow for turns. We found the plug dragging the ground when we stopped about 3/4 of the way back home.
We then got home and was doing an inventory and just checking out the boat in the driveway. We then found that we were missing a Type IV throwable device.
We also found that the stereo had no sound from the speakers. It comes on and the display works but no sound. When we were out on the lake for our orientation the guy who took us out turned it on and it worked just find but we only had it on for a few seconds since we were discussing operating the boat.
We also found that the navigations lights do not operate. The circuit breaker controlling them will not reset/remains popped.

I have an appointment for this Friday to get everything but the changing room items fixed. Still awaiting for those parts to be received at the dealer.

The bad part is that we have to drive about an hour and half one way to the dealer to get these items fixed. They have been understanding and willing to correct these items quickly.

It's still very aggravating. This is a brand new boat. So the question is how should i handle this? I'm thinking of at least asking for a free Tube of high quality. Any other thoughts?

[1roadking]

I work at a car dealership and I would be giving you something for sure. I would ask for a free break in service. That is really poor delivery quality and a real inconvience. You need to be compensated. Make them pick it up and drop it off when done.

[tkrein]

heres what you could do the thing about the dealer is when you first got in the toon and saw all these problems you could say im not taking this toon get me one that is fixed i personaly wouldnt of excepted delivery of one that is not up to my satifactions. but the nice thing is that they are going to fix the items again i would've not taken possession of the toon. sounds like a bad say for the delivery man they have insurance for this kind of problem. i would ask for a monetary adjustment on the pontoon as now it is a blemished toon something like they pay the taxes or a free slip for a year just my thoughts

[POrding]

Well the only problems we noticed at the time of delivery were the back gate and the changing room. I let them know about it and they stated that they had the replacement parts on order for both the gate and changing room.
The trailer issues were identified as we were transferring the boat to my truck. They helped to add additional chains to the trailer so we could get on the road. They then said they would contact the trailer deal and get chains with a longer length. I've since learned that the chains are in and they will be changed out on Friday. The trailer plug seemed to be ok prior to leaving the dealership but obviously was too short to allow for turns and movement of the trailer. They are fixing that on Friday.
The stereo, navigation lights, and Type IV throwable were found after we were home and were doing the "new boat" excitement of sitting in it and going thru everything.

I'm leaning towards asking for some free service for upcoming recommended maintenance or some free stuff like a nice towing tube for the water.

[oldmn19]

It's a good thing that they were aware of the problems at delivery, but a bad thing they even consented to deliver it with those problems in the first place! The parts could have been ordered as soon as the problems were uncovered and overnight shipped to them for installation before delivery. You are entitled to some compensation, and it should be your choice as to what that is. Be firm but reasonable. I personally wouldn't have taken delivery until the major items of concern were fixed, but I know all about how the excitement of your new boat clouds your thinking at the moment. They sound like they are working with you, remember your time and inconvenience is worth money too! Good Luck and enjoy your new boat!

[WaltF]

That first 10 hour oil and drive lube change comes up fast. Ask for that.

[slingshot]

"The bad part is that we have to drive about an hour and half one way to the dealer to get these items fixed. They have been understanding and willing to correct these items quickly."


Man dude, you say, "They have been understanding". Sounds more like your being way overly understanding. If I were you I'd tell them to come out to my house and fix everything and through in a break in tune up.

[hinklecrew]

Tell them you want to trade for one that has been set up correctly! hope it wasnt a dealer in Heber Springs!

[POrding]

It just so happens it was a dealer in Hot Springs...Trader Bill's to be exact.

[POrding]

We did just complete registration on the boat and the trailer but I'm wondering if I should just make mention when I take it in on Friday that I would like to return it for a full refund. Do boats qualify for some kind of 30 day return policy like a lemon law type of thing?

[tkrein]

i know in ND that you can break any contract within 30 days and make them give you a refund on the title i think you can just transfer that to your new toon. i would tell them i will use this one till you get me one that is not damaged. or offer a low ball price as they cant sell it as a new unit.

[tooned-out]

I go to trader Bills quite often ,I hope they take care of you, they have been there for 25-30 years so I would assume they take care of customers , never bought a boat there myself so cant comment on that. now I did just buy a brand new Bennington on the other side of the lake and really have nothing to good to say about that dealer, love the boat though, and it also came with a few problems, wont hijack your thread with my issues , maybe I'll start my own. Good luck at Traders , I really do think they will honor your problems.

[1roadking]

Don't get carried away. Just have them come get the boat and fix it. Then ask for a kicker. I bet everyone here has had a problem or 2 with a new boat. It is a pain in the ass, but not the end of the world. Give them a chance and I bet they fix it like it should be and give you a concession. I am a FI Director at a large Toyota dealership and there are always issues that come up that are out of our control. It is not the problem, but how it is remedied. You have to tell them what you expect and give them a chance to respond. The world is not a perfect place, but the right service gets it close. Chill and enjoy the new boat, have faith and stay positive. In a few weeks, your boat will be perfect and you will be happy and forget all about it.

[LTB Racing]

Don't get carried away. Just have them come get the boat and fix it. Then ask for a kicker. I bet everyone here has had a problem or 2 with a new boat. It is a pain in the ass, but not the end of the world. Give them a chance and I bet they fix it like it should be and give you a concession. I am a FI Director at a large Toyota dealership and there are always issues that come up that are out of our control. It is not the problem, but how it is remedied. You have to tell them what you expect and give them a chance to respond. The world is not a perfect place, but the right service gets it close. Chill and enjoy the new boat, have faith and stay positive. In a few weeks, your boat will be perfect and you will be happy and forget all about it.

I agree 100%. Sometimes there are problems...that is what your warranty is for...it is all in how they handle the problems and it sounds to me like they are going to take care of you. Ask them to take care of the 20 hour service when the time comes...that's fair. Dont get carried away though...realistically they are only responsible for the warranty items..other than that they could tell you to go pound sand...but i suspect if you approach them in a polite and reasonable manner they'll take care of you. If they do..dont forget to tell people that they were good to you..that almost never happens and its good to see once in a while. Good luck and enjoy your new boat.

[dbltrblpapa]

I'll chime in with LTB. I would estimate that I average one visit a week to Trader Bill's even though I bought my boat down the street. I was so unimpressed with the dealer I purchased from that I have since sourced all my maintenance and service supplies from Trader Bill's. I have always received adequate service and their prices are as good or better than any in the area. I say give 'em a chance to make it right and try to cultivate a relationship before taking an adversarial approach. It is much better to have the dealer be your partner ... sure wish mine was.