New boat/after sales

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craigw

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This might seem like a silly question,BUT....has any one else had a nightmare with after sales having bought a brand new boat? (mine is a Crownline) because if you have an answer I would love to know what it is! The dealer I have used (nameless for the moment) just doesn't want to know, I have serious faults and many nagging faults that need to be taken care of.
Any thoughts or ideas would be gratefully welcome


<hr width=100% size=1>If it seems too good to be true....it is!
 
Very sorry for you but we (SWMBO & I) have had nothing but excellent after sales support from the guys at Essex Boatyards. We bought a new Doral from them at last years Southampton show & delivery & subsequent support has to date been really good. Sure we've the usual niggles & adjustments but its been sorted quickly & quietly. I guess it comes down to the dealer you choose & some luck.

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I'm afraid this is depressingly normal for the boating industry save for a few exceptions. If you cannot get satisfaction from your dealer then I guess your first action should be to contact the local Trading Standards Office and, if they're not interested, then speak to a solicitor who can write to the dealer on your behalf. That normally gets some response and, if it does'nt, then I guess your solicitor may advise you to pursue a claim through the courts

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Having been in the trade once, I sympathise. After sales is not taken seriously in far too many companies. Brand loyalty is so easily destroyed by bad agents.

The only time we ever had a problem owner was a chap who just would not put his 'list of little defects' (as he kept calling them in ever more vitriolic letters) in writing. So, fwiw, make sure that you have a factual, numbered, list of every single point that you are unhappy with. With this established, it gives both sides something to refer to and work on.

Good luck.

<hr width=100% size=1>my opinion is complete rubbish, probably.
 
Happily Sealine Sales, Hamble have been excellent with us, however with any large purchase I do make a point of writing imediately after taking delivery and pointing up all the positive angles we can find.eg. "polished to perfection, fabulous design, easily understood paperwork, accomodating sales rep etc." all of which was true on the F43, by the way. Do it with Cars, Teles the lot, all positive bits might even say "shame that it took slightly longer than anticipated, but worth the wait" perhaps. Even normally invite them to use us as a "Show Home" or "Testimony".
As yet never have failed to get excellent after sales care, why? 'cos even the thickest service dept know not to upset the Client that the sales dept are probably towting around to all new buyers as a "Satisfied Customer". Example: Carbon Fibre crane on boat, I lost one integral pulley in the drink (don't ask how) totally my fault, quick phone call to supplier, new one in post next day FOC. Brilliant.
Also makes everyone feel a bit better about you, personally, and thus more likely to assist in everyway possible. Certainly happens in my organisation, and hasn't failed me yet, give it time though!. Paul

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Yes, ditto with Sealine Sales. Went on MBM Cruise, hit some rough stuff, few things fell off, all fixed under warranty without any questions. Great service!

I think most dealers understand that the churn rate for boats is high and therefore keeping a customer happy keeps the upgrade order book healthy.

Also bad news travels fast - especially with forums such as this one ;-)

Andrew

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Re: Always in writing

Write to the company itemizing your faults.

Ask for a course of action to take place within a reasonable time frame.

Give a time frame for a response (7-14 days)and finish up with a phrase like "Following that date, should I get no response, I will take further action without further recourse to you".

Try to itemise the costs of remedial works include that figure

Add up the cost of everything you can think of, postage, phone calls, visits, surveyors, legal advice, your time, loss of use, all with your reasonable hat on, and demonstrate that if you get to the legal stage you will be looking for much more than the cost of repair.

This often makes the cost of repairing your boat look like a good thing.

Always be prepared to do what you say you will though.

If they are just agents cc. your letters to the manufacturer.

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Yep again sealine came up trumps for us, we only have a small S23, but the after sales was the same as for the larger boats, nothing to much trouble. This may not be what you like to hear (read) but goes to show its all down to the dealer.
John



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You guys are lucky to have boats to fix. I am still waiting on a new Azimut 39 that was ready on the 2nd Jan in Savonna to be coded for charter in Mallorca

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You guys are lucky to have boats to fix. I am still waiting on a new Azimut 39 that was ready on the 2nd Jan in Savonna to be coded for charter in Mallorca

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I agree with Mike. Get your solicitor to write a letter outlining your faults and an ultimatum regarding the time in which to complete.
Ian

<hr width=100% size=1>Play the best game you can with the cards you've been dealt ! ! !
 
coding

876, you don't say what the problem is but that sounds a long time. MCA coding on a new boat is easy, but it gets hard if you leave it to someone else who doesn't know how to do it. We recently coded a new boat and we had the actual MCA cert in our hands literally 2 weeks after taking delivery of the boat. You need to read the rules yourself - the surveyor may well tell you that you need to do this or that but they invariably don't (fully) understand the rules themselves so you need to correct them now and again. Good luck anyway

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Unfortunately this is all too common. I would recommend writing with a solicitors letter to the Dealer. Then follow it up with several Emails and letters to Crownline Head offices in the [States?]. I did this and the Head office put me in touch with another dealer who sorted all out.

Did you get this from the dealer who had two on offer at what seemed a very good price?

The other thing is that now there are Eurocrown boats so maybe get to the Eurpean main importer.

Good luck and do not despair.

Paul

<hr width=100% size=1>Will I ever find the perfect boat?
 
I would echo that - if they are an accredited dealer then bring the issues (documented as already said) to the attention of the manufacturer. This is especially effective in the US as they have departments to sort these things!
You might also log onto the boatUS.com consumer forum and raise the specific issues you have as a question for other boaters if you don't get satisfaction from Crownline. Carolyn A will be on it like a shot! (As Kim is with most major UK suppliers over here).

<hr width=100% size=1>madesco madidum ..../forums/images/icons/smile.gif
 
At least Crownline have'nt threatened to sue for libel .. unlike Auntie Pastra when I made a couple of adverse comments about their standards of service!

<hr width=100% size=1>I've got a wonderful profile.
 
Re: coding

JFM Thank you for your comments I left the coding and delivery to the Azimut dealers as it was included in the price, at this point in time its a nightmare,with good business lost

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Thanks for the advice chaps, think i will let my solicitor do the talking now,But I think my next boat may well be a Sealine!!!

<hr width=100% size=1>If it seems too good to be true....it is!
 
Sorry to hear about the problems you are having.

I cannot understand companies in the marine trade dealing with customers so badly. This is a small market and word get around and it will lose the dealer/manufacturer loads of business.

Personally I would get on the phone to the builders in the states, talk to the CEO and demand a new boat.

Good luck

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