Service levels in the Marine Industry

[Adrianwool]

I personally think that service levels in the marine industry are fairly dire, here are some examples

1). Chandlers who advertise a phone number but NEVER answer it, they just want you to order online without the inconvenience of discussing anything re your order.

2). Concessionaires who never return calls, or answer emails dispite spouting off about how customer commited they are.

3). Concessionaires who tell you to 'contact the factory' re spares as they are nothing to do with them. You get the impression that once they have flogged you a boat they have done their job, and no I am not talking budget boat but upmarket boat.

4). Brokers who are not conversant with what they are selling and take no responsibility for what they put in their listings, the content being in their view 'down to the punter'. Even estate agents inspect what they are asked to sell and agree the content of the sales material.

5). No single point of contact when something goes wrong. I had a new boat a few years back where the Fridge expired after about six months. Th concessionaire said not manufactured by us mate you will have to contact the fridge manufacturer direct!. When you have a problem with your car what would your reaction be if the dealer said we didnt manufacture the alternator you will have to talk to Bosch direct!!.

Am I alone in thinking that service levels are generally dire, (with the odd exception), on a product of high cost, AND you get better customer service when you take a 49 quid microwave back to ASDA?.

 

[burgundyben]

[ QUOTE ]

4). Brokers who are not conversant with what they are selling and take no responsibility for what they put in their listings, the content being in their view 'down to the punter'. Even estate agents inspect what they are asked to sell and agree the content of the sales material.


[/ QUOTE ]

The funniest thing that happened to me was when buying my previous boat I went to see one in Suffolk, advert said it was twin diesel, walked into the broker's office, he handed me the latest survey, survey said it was twin diesel, I was told where the boat was and said he'd be along in a moment and I go have a look over her, when I got on board I found a very interesting pair of diesels, they were fitted with carbs, distributors and spark plugs!!

You are not alone, its interesting to note that when one of us gets good service we often feel the need to shout about it on here, when in fact that should be the norm.

 

[Nautorius]

I once bought a boat that was advertised as twin Mercruiser Petrols. On lifting the engine hatch it turned out to be twin Volvo Petrols. Brokers do not neccessarily have a clue what is onboard!

Also recently went to see a Searay315 with Twin Diesels that turned out to be twin petrols!

Paul /forums/images/graemlins/smile.gif

 

[robertjames]

I recently made the big step of fitting a new Volvo-Penta 5.0 efi Petrol V8 and duo prop outdrive to my Donzi. After a lot of thought and debate I elected to use Lindon Lewis Marine at Shepperton. My main contact was Matt Laws who from the outset provided helpful advice.

The deal was done and over the winter period the old unit was removed. During the refit we found extensive rot in the transom area and I was offered an on-site meeting to discuss the options. I duly agreed for the extra work to be carried out. As with all such overalls extra work seemed inevertable and my original budget was, lets say, stretched!

On completion I was offered a 'sea trial' with Matt and the engineer and the boat was handed over. If I am honest the final standard of workmanship was let down in some areas and required a number of trips back to the yard, however, Matt, Ruby and Indeed Linden Lewis stepped up to the plate and the end result is excellent.

 

[andy59]

I had the boat out for a scrubb and broker came out to chat and said what are those things on the transom ? . I said oh those are the QL trim tabs !!! from /forums/images/graemlins/laugh.gif the company that sold me the boat /forums/images/graemlins/shocked.gif

 

[Adrianwool]

In your case, execellent service (sort of), BUT Burgundy Ben is absolutely right as we find what should be a normal level of service is rated as exceptional. If this was your car and you had to return several times to rectify faults would you call this exceptional service?

 

[rubberduck]

Been waiting 5 months for a new turbo to replace a working but suspect one from Cummins under warranty. For me the lack of service that seems the norm in the marine industry has been instrumental in my decision making process re upgrading to a larger boat. So that's £500k the marine industry wont be getting, intend to buy some cheap property with it instead. /forums/images/graemlins/shocked.gif

 

[RobWales]

Sure they are going to be well chuffed "NOT" with your post...

Flip side though......a great heads up for the forumites on who not to use! /forums/images/graemlins/wink.gif

 

[robertjames]

Point taken - dont start me on cars! I have owned Land Rovers for many years and it is a very 'special' club.

 

[robertjames]

Well, it is fair description of the service. I would and have used them again. In the end do I feel like I have been looked after, yes I do. Problems do occur it is how they are rectified is what counts.

 

[ricky_s]

I ordered a new Jeaneau Merry Fisher 625 in September 2007. The dealer was very attentive until they got the deposit, then didn't return calls or seem at all bothered about me, had to beg for a sea trial. Only owned that boat for about six months but the dealer constantly let me down on work etc. Just didn't seem to want my money.

Just in the process of getting another boat. Dealer very keen, nice long seatrial etc. But guess what, deposit down now and deal signed up, really struggling to get dealer on phone, doesn't return calls unless I nag them. Struggled to even get a handover day out of them. I can see I am going to have fun all over again. Oh well.

 

[RobWales]

Name n shame?

 

[ricky_s]

[ QUOTE ]
Name n shame?

[/ QUOTE ]

Don't think I will yet. Will give them the benefit of the doubt for now, plus the boat is going to be kept in the marina attached to the dealers so don't want to rock the boat just yet.

Lets just say they are on the south coast for now. /forums/images/graemlins/ooo.gif

 

[Nautorius]

Looks like littlehampton Marina have not changed much since 1999 when I bought a Glastron 175SX off them. It turned up with a Mercruiser not a Volvo and no canvas! Eventually got a bimini but no side curtains or rear. After 9 months of hassle I got the curtains and rear but they did not fit the bimini! In the end sold the boat for a Chapparal which was much better.

Cheers

Paul /forums/images/graemlins/smile.gif

 

[bbriansim]

Its good that you are used to a more perfect world than the marine industry and happy with everyone else you have had to deal with. I am now in the marine industry and can obviously agree with some of your comments but I have also had some very good dealings with people in the industry, I recently bought a boat from a local broker and his service was as good as I have ever had and I know a few very good brokers, I also know some awfull ones, the same as any industry. I was recently buying a car and came across two very bad new car salesmen and one great one who we dealt with. I have had similar dealings with Builders, Delivery companies, Repair companies, Computer companies,Restaurants and even a Doctor who just told you to take Asprin and rest for any ailments I now have a very good Doctor. The Marine Industry is no different from any industry there are very good companies and very bad companies.

 

[Adrianwool]

As you rightly say other industries are not perfect, and despite your assumption that I must be used to a more perfect world I can assure you I am not!.

Any industry should strive to improve its standards of service, it is just a personal observation that the marine industry is not particularly good at this, other posts in reply to my original post seem to support patchy quality of service. As an earlier responder pointed out we praise good service when we receive it because it appears to be the exception rather than the rule. I am pleased you received good service you must be one of the lucky ones!. Overall I stick to my point that service is below par in relation to the majority of the industry.

 

[Firefly625]

Some experiences I have had...

1. Buying my boat, was a part ex at Dickies in Brighton, who are Beneteau dealers and boat was a Jeanneau Merry Fisher, they didn't want it hanging around so deal I did I was pleased with. All the way through from viewing to taking deposit to sea trail & final prep all excellent. I hope to buy from them (Jan & Russell) again... and as the next boat I want is a beneteau I probably will be!

2. Just replaced my Navman fishfinder, the log stopped working last year and depth started to be a bit touch and go. As new transducer would be around half the price of a new unit I decided just to get a new unit as was unsure which bit was failing. Electronics chandlery who advertises themselves with a contact number clearly on their website, and no email address. Call them & an answer phone message says they are an internet based company please email! They advertise that they are happy to give advice, but when I asked if they knew if the transom bracket I have will be OK for the new transducer unit as it is just a newer & better Navman unit they didn't know. When I asked if they could measure the width of the unit they wouldn't respond.... I still ended up buying the bloody thing from them as they were the cheapest around. Now fitted and it was the same size so easy peasy...

3. I get my Suzuki Engine serviced by MB Marine is Southampton, and I think they are great, very helpful. I wish they didn't charge me £50 to come to Hythe but time is money... Mark from MB Marine also fitted my new steering cable, & was on my boat for probably an hour plus a bit longer for a coffee & chat and charged me just £25 labour. So I would recommend them to everyone with a Suzuki/Honda or Merc outboard.

But I am constantly amazed at service levels in the marine industry, IMHO it is like the retail motor industry in the mid 70's... but there are still some good guys around, we just need to make sure we support the good ones so they don't go pop! :

 

[icepatrol]

now dont start me on crap service, blood pressure high enough as it is.
but i partly blame the brits for this. er and before you say it. i am british donw to my boots.
most brits just never complain and pay out for crap.
if we moan more and tell em we wont take rubbish then in time we might improve service.
never ceases to amaze me just how many business`es can always find a reason "why" they cant do it.
was never really a lover of our cousins over the pond but hats off to them for service.
you ask them a question and ..............its done. never a problem.
come uk........recession and all.

 

[yankee1]

Similar experience with Jeanneau dealer. We had a new Prestige 32 from a former Jeanneau dealer for less than one year before we decided we wanted a larger boat. (By the way, their service was excellent). Had our eyes on the Prestige 42. Went to look at it at SIBS and expressed our intent to move up at that time…never heard from them! In our discussions at SIBS we reinforced the fact that customer service was as important to us as price in making a buying decision…guess they weren’t listening. We ultimately called them to ask about the 42 and went to see one on the Hamble…again, no follow up. At that point we still liked the Prestige 42 and had not yet been distracted by other brands. If they had really played it properly they could have well had a sale. If I were handling a similar customer, I would have scheduled them down for a sea trial…taken them over to Cowes in the boat for lunch at the Folly and most likely would have sold the boat.

It got even worse when we talked to them about selling our P32…they were going to give us a special deal and list it for the same commission rate they have on their website…some deal! At this point we were still talking with them about the possibility of buying the 42. To top it off they suggested we list for £20k less than we thought the boat was worth for a quick sale. We listed it with two other brokers at lower commission rates and sold it in a week at almost full asking price which was £20k more than their suggested listing price.

I won’t go into the fun we had with warranty issues.

In my business we kill before we let a current customer leave us for another brand.

Punchline…we bought a new Princess 42! So far I have been delighted by their customer service.

 

[Chris_d]

[ QUOTE ]
now dont start me on crap service, blood pressure high enough as it is.
but i partly blame the brits for this. er and before you say it. i am british donw to my boots.
most brits just never complain and pay out for crap.
if we moan more and tell em we wont take rubbish then in time we might improve service.
never ceases to amaze me just how many business`es can always find a reason "why" they cant do it.
was never really a lover of our cousins over the pond but hats off to them for service.
you ask them a question and ..............its done. never a problem.
come uk........recession and all.

[/ QUOTE ]

I've always thought its the opposite, we Brits do actualy complain a lot what we are hopeless at is dealing with complaints, we always treat anyone who complains as a trouble maker who must be belittled and told to go away asap.

Problem with boats is they are very complex bits of kits thats are never properly tested and developed. Peeps expect them to be like cars that have had millions spent on designing them, even more so as even "cheap" boats cost more than even the most prestigous car.

A boat is really like the naff old kit car made in a lockup, a body is built to an original design then all sorts of donor bits from other manufacturers are used to finish them off. Its not a good situation but completely understandable, a boat is not a sensible purchase for the technicaly illiterate or someone not prepared to do their homework.