How to respond with Dealer

[POrding]

Well I took the pontoon back to the dealer this morning to get some of the items fixed.
They replaced the trailer chains and put a new plug on the trailer.
We also had an issue at delivery of the right turn signal not working. They were convinced at the time it was a fuse on the truck. Well I changed the fuse and brought it to their attention this morning that it was not the truck. It turned out it was something in the trailer because it works now.
They were also able to get the navigational lights working. The short was caused by a pinched wire near the navigational light attached to the bimini top.
The stereo also got fixed, well sorta of. It was working when I came back to pick it up. I get back to the house and am messing around organizing things and decide to listen to a little music and nothing. Stereo comes on and all buttons work but no sound out of any of the speakers. The guy at the dealer said he was experiencing the same thing and they felt it was water inside a connection. He made mention they put a new radio in but was not able to confirm that with the service manager.

On another note, while trailering it to the dealer I forgot to store the table and it flew out and was destroyed about 15 minutes from the house while driving down the freeway.

So I basically dropped it off this morning and explained to the service manager the issues we were experiencing. They called me several hours later and said it was ready. I went to pick it up and my salesperson came out to check on it. I then took time to explain what was fixed and had her look at the changing room curtain. This was previously damaged and parts are are on order.

I th

[POrding]

I then explained to her about what happened to our table and asked if I could place one on order. She said they may have one and eventually found a table she stated I could have as a "loaner". She then said that if I wanted that table that I could have that. She asked if I had a 10% card. I explained that I had gotten it at delivery and already used it to purchase a few odds and ends. She then talked to a manager concerning the cost and it seemed like she wanted to give it to me for all my trouble. One of the managers it seemed realized what she was trying to do and said that they would sell it to me at cost. So basically I saved about $25 after taxes.

So after all the inconveniences and expense in driving an 1 1/2 one way to drop it off and get these items fixed that was my compensation. I don't think anything would have been offered if I had not made the mistake of trailering the boat with the table still on it's stand.

Now we are back home and the dang stereo is not working again. It's a very small thing but I want to have sounds.

I'm very very close to calling them up tomorrow and telling them to come get this thing and I'm going to purchase something else. This boat seems cursed.


Should I have handled this differently?

[LTB Racing]

So the only issue you are having now is the stereo is not working...but it was when you picked it up right? Its not like they knowingly gave it back to you not working.... and you are waiting for the damaged parts for the changing rm curtain....is this correct? I seriously doubt that they will even consider a refund especially if the boat has been registered...nor do I think they should to be honest. They will replace the stereo Im sure and the entire wiring harness if need be to eliminate this problem for you...if that is handled and you get your changing room parts then all will be well. I would contact the general manager and see if they will come to you for the stereo and to finish the c.room.

[1roadking]

THEY NEED TO COMPENSATE YOU FOR THE INCONVIENCE. CALL THE GENERAL MANAGER AND EXPLAIN THE SITUATION. IF HE DOES NOT OFFER COMPENSATION, ASK FOR IT. IF HE SAYS NO, ASK FOR THE OWNER. THEY NEED A CHANCE TO MAKE YOU HAPPY, IF THEY DONT, THEN KILL THEM IN THE PUBLIC WITH WORD OF MOUTH. THE KEY WORDS HERE ARE COMPLETELY DISSATISFIED. THEY SHOULD PICK UP THE BOAT, MAKE IT RIGHT AND RETURN IT TO YOU WITH AN APOLOGY. THAT IS NOT AN UNREASONABLE REQUEST. YOU HAVE ALREADY BEEN IN TO HAVE IT FIXED AND THEY DID NOT FIX IT. THE PROBLEM IS THAT MOST PEOPLE DON'T SPEAK UP UNTIL THEY SNAP AND THEN THE SITUTION BECOMES IRRATIONAL AND NO ONE WANTS TO SPEAK TO THEM. TELL THEM WHAT YOU EXPECT NOW. DO NOT WAIT UNTIL YOU ARE SO PISSED YOU CANT THINK STRAIGHT. THAT WILL GET YOU NO WARE.

[POrding]

I just received a phone call from one of the service people. It seems to be another faulty radio. The radio was changed out but we are experiencing the same issues.

Below is my e-mail response to our salesperson.

Thanks for your quick response. I did just receive a phone call from Brad who confirmed that the radio indeed was changed out. I do know it worked before I left the parking lot yesterday. When we were sitting on the boat last night in our driveway we turned on the stereo and no sound. So it's a repeat issue from before. I'm not laying blame on anyone but it's obviously an issue with that stereo or wiring harness specific to the speakers.
So it appears that we are going to have to bring it in again. That means 3 hours (round trip) to get this and the changing room/back gate issues resolved. That's 6 hours in travel to get issues resolved since we have taken delivery. The boat has been in the water for approximately 25 minutes (all during orientatation). This is in part to our busy schedule since delivery, the weather, and not having operational navigational lights.
I'm happy that the navigational lighting, trailer issues have been resolved.
The one thing that I would like to request is a confirmation # and estimated delivery date on the replacement parts for the changing room/back gate.
I'm also a little surprised that noone (except you) seemed to even offer to compensate us for our time and gas in bringing the boat in yesterday. If it would not have been for my own stupidity on the table we would have walked away with "your boat is ready" yesterday. I do realize that you were trying to take care of us with the table and the people in higher authority positions vetoed that thought or effort. I guess I was at least expecting a compensation offer on our first service. I'm usually not a person to demand anything. I typically approach a situation like this with a wait and see attitutude. I usually wait and see how the management responds to the situation. I can say if I was in their situation in this case, I would be compensating a person for their time and gas for bringing it in to get these matters resolved. I left my house at approximately 6:30am and picked up the boat at approximately 1:30pm. We didn't even receive compensation for the Type IV throwable device we had to purchase to make ourselves legal. I do understand that it was a simple oversight but it wasn't there. I will say it's a relatively small price $9-$12 but it's really about the principle in this case.
Now we are faced with bringing the boat in again to get the stereo fixed once again along with the open ended time frame of the changing room and back gate door. Once again I do realize that the stereo was working but it's not now. Is it anyone's fault, no, it seems to be a faulty stereo. But as a customer it's certainly not mine. And I feel at this point we should receive compensation for our time and the expense of bringing it in outside of normal service intervels.

Thanks for all your time and efforts with these issues. Please forward this to your general manager/owners as I would like to hear their response to these issues.

[tkrein]

well let see what they have to say to your email if you are unhappy with the response return the boat and donot purchase anouther from that dealer the thing that sucks is how far is the next dealer as i know they wont service your next boat or will give you attitude with that do you want to deal with them in the future things to consider you just dropped a pretty penny for that boat and you are not satisfied with the service remember you will have this along time you will deal with them along time since they seam to be the closest dealer. dont just think here and now think further down the road.

you need to trust they can help you.

[POrding]

Well the good part for us is that we are located in Central Arkansas and there are quite a few dealerships in this area. I have no dealings with any dealerships in the area since this is our first boat. But I have plenty of coworkers who have boats and that could give me some advice on who to deal with.

Like I said in my e-mail response. I'm not trying to place blame on anyone but the simple fact is that things were not working/still not working. It's a brand new boat and even if it's just a stereo, all things should work as advertised. I truly believe that at the very least our time should be compensated. I would at least expect a coupon of some sort for free service or for items in the store for the same value. That would be a fair compensation.

[dakotamedic]

I don't know what you are towing with, but no matter what it is, all the driving you've done has surely eaten up a lot of gas. You deserve something, at least a tank of gas. Maybe also some service costs cut, or tell them to come get it and make it right.

[POrding]

Well I'm towing with a 2001 F-150 Supercrew. The funny thing is that the dealership has a gas station. Like I said earlier I was hoping/expecting a coupon or discount on our first recommended service which I think is 10-15 hours.
Like I have also said I'm not laying blame on anyone but being a strong customer minded person I think some compensation is a reasonable expectation.
I have also not made any demands or been uncivilized in my converstations or dealings with the dealership.

[trott46]

When I used to work at a dealer it was a common thing to go and fix on the lake or at a persons house. we also picked up and delivered boats for the customer. As for the repairs at hand it is costing them nothing the manufacture is takeing care of that so the dealer should be kissing your ass for the most part within reason. i would be pushing for a 20 hour service or winterization this fall. that is within reason. Just dont go overboard on them the problems are mostly not their fault either and are trying to take care of you.

[1roadking]

The email was perfect. No one should take offense to it and it gets your point across. I believe they will compensate you and expedite the repair work now. Good job. Hopefully they will step up to plate and take care of you now.

[WaltF]

Its a bummer when things dont work as they should.
I guess it also depends on the person.
Some will expect perfection and fight tooth n nail for it, others take a more kick back approach.
Personally, if it was only the radio that needed to be fixed, id be trying to fix it myself vs driving yet another 300 miles...
But maybe thats just me...

Although this isnt warrantee like youre dealing with, a couple guys we camped with over Memorial day weekend both had the same broken part on their camper.
One was whining and didnt want to deal with it and paid $250 have it fixed.
The other drove over to the dealer, bought the part for $17, and put it in himself.

[FloterBoter]

they are usually the slime of the earth. if they don't make you whole on the boat and all the gas this is costing you to tow it back and forth, go to evey boating forum you can find and post the dealer name and the name of the guy who's screwing you. be careful to tell only the truth. tell the dealer this is your plan before doing it.

you gotta play hardball with slime.

[POrding]

Well here's some more follow up:

I got a call this morning from the service manager. He offered to ship me a radio that I could install myself. I told him I thought that was unacceptable. My thought is this is a brand new boat and I shouldn't have to take my time to install a radio. Plus god forbid I don't install it right and they somehow come back and say at a later date that I voided any kind of warranty.

Maybe my thoughts are way off base but we bought a new boat and everything should work as it is meant. I gave the example of buying a new vehicle. If something is not right on it, should you expect to take a part home and fix it yourself? I don't think so. My time is worth money too. We bought a brand new boat and all features no matter how small should work.

I will hold on to the view that if I choose to have them fix this then I should be compensated (comp on service, tank of gas, or whatever).

I then asked for the manager to call me. I then received a phone call from one of the manager's. I explained to him that I thought it was unacceptable for me to have to install the radio. I understand the thought of saving me a trip. But who's to say that the radio is the issue. Sounds like a wiring issue to me. I for one don't feel like chasing wires to try and isolate this issue.
I then told him I would prefer to bring it in when the other parts were received. I asked if he could provide me an estimated arrival date. He told me he would have it looked into and to give him a few hours to get back to me. I told him no problem.

A

[POrding]

As of 6pm tonight I didn't receive a call back or e-mail in response to an estimated delivery. More on that to follow.

Keep in mind that I had previously contacted the manufacturer direct to inquire on the status of the order. I just felt it kind of strange that noone was giving me a date of arrival for the parts. Just that "we will get in touch with you when they come in".

Well I received an e-mail back from the manufacturer stating the the parts were on order and that they should be expected to ship or be received at the dealership at the end of June.
They also stated that the order was placed on 2 June.
This kind of creates another issue altogether.

When we took delivery of the boat on 29 May. We never were informed of these issues (changing room curtain and back gate) at the time of pick-up. It wasn't until we got back from our test run and I made mention of finding the issues that they said they were aware of them and had the parts on order. Hmmmmm.....Interesting since the manuf. is telling me the order wasn't placed until the next week.

Now some of you say big deal but I say it goes back to credibility. First, they should have brought these items to my attention beforehand if they were aware of them. Second, they could have said yes we are aware of those and we will be ordering replacement parts on ?? Why couldn't they get a estimated arrival date just like I did. Seemed pretty simple to me.