Suzuki warranty problems help!!! - The Hull Truth

reeldog80 · 10-08-2009, 11:33 AM

I have a 250hp Suzuki that blew the power head back on July 19th. Brought it in to the dealer, where we bought it and had all of the service done, to have it repaired. They sat on the boat for three weeks doing nothing other then a diagnostic and compression test. I would call every couple days to check on their progress and after three weeks they said that they did not have time to get to it and to take it to another Suzuki dealer up the road about 1/2 a mile. Ok, done. They worked on it up until two Fridays (9-25-09) ago at which point they had it fully assembled and took it for a test drive. (Their side of the story) They ran it for about 10mins at which point it rev'ed very high and blow two valves into the top the pistons and bent a cylinder. Now starts the issue (other then that taking 2 1/2 months to get to that point!), Suzuki is telling us that it is the distributor's fault that the motor blew and they did their duty in sending first set of parts to do the repair. they are now telling us that they have no more responsibility to us. Final Decision. We have tried to work our way to someone who has a brain and can make a decision or at least talk about our options at this point and they will not even let us talk to the customer service person's (guy who answers the phone and reads the response out of the book) boss. The distributer refuses to take the blame (understandable they have never had any dealings with me before and if they go with what Suzuki has claimed will be out around $7,000 in parts and 20hrs of labor already...) Their next step is to have the area service guy's boss come look at the motor and the soonest that can happen is going to be 2 weeks from now. I want my boat back and at this point am not sure I should trust a rebuilt motor to take me out 50-60 mile and get me back safely!! Does anyone out there know how to get in touch with anyone at Suzuki with a brain that I can talk to about this? They keep them selves to insulated from the customer we can't get past the $10/hrs people who answer the phones!! The Warranty states that the work is to been completed in a reasonable amount of time Which may be a little more at peek boating time of the year. Can someone tell me a reasonable time to get this work done? Is 3 months+ reasonable am I just crazy to think that this is ridiculous? Help Please!!! Thanks to anyone who is able to give some help or advices!!

bj · 10-08-2009, 01:13 PM

It looks to me that the definition of a reasonable amount of time is the least of your worries. You are getting the run around from all three parties you have dealt with. The dealer you bought the engine from treated you terribly considering you bought the engine from them, but at this point are clear from any liability since they did not do the work. The 2nd dealer is definitely responsible for your problem, but at the same time Suzuki should be standing by you to make you happy. Your only choice now seems to be to wait on the Suzuki rep in two weeks. I would demand a new block from Suzuki if you can get them to the point of repairing it. If you don't get anywhere this way my next communication with them would be through an attorney because this problem shouldn't be at your expense. Good Luck.

darrinsmarine · 04-03-2010, 10:19 PM

wat year is engine and how many hours have u got engine repaired

middleofnowhere · 04-04-2010, 01:37 AM

Wow! Scary story, I hope you get your issues worked out favorably. I knew Suzuki was not an honorable manufacturer right after I bought my boat with twin DF150s. They would not honor the 6-year warranty. Their customer service sucks and their dealers (at least here on the west coast) are substandard. If I buy another outboard, will not be a zuke.

Bottom_Line · 04-12-2010, 06:43 PM

I agree!! I have gotten the same run around and it is a shame because my DF200's have been great motors. Very disappointed, Yamaha for me next time around. Good luck!

Paul Barnard · 04-13-2010, 09:09 AM

So far my Suzuki dealer, Darrin's Marine has been very good to me. Far and away the best service I have even been given. I have not had any problems yet though. I'll pull a Contender Warranty Sucks Thread on Suzuki if they ever try to screw me.

Jonkayak · 06-16-2010, 08:47 PM

Wow their customer service really does suck! I will never buy another product made by them. I had a very similar experience last year with my brand new motor. I bought it in Buford Ga. so I'm pretty sure I know where reeldog80 is talking about. My dealer tried for months to fix it but they couldn't and twice Suzuki made an appointment to send Suzuki's in house mechanic come and fix it only to never show! I will say this it took months of back and forth calls and finally a little legal rambling but there is no longer a Suzuki on the back of my boat and I'm glade to ride of them and my dealer. The funniest thing was at the boat show a few months latter I saw my dealer and he was talking to a guy and the guy asked him how was Suzuki's customer service and he told them he had never heard of anyone that an issue with them that they were always quick to respond. Well my issue started in May and ended the week before Christmas so if 7 months is quick then he's full of it. I understand motors are built by humans and are prone to flaws but the way they operate and deal with issues is pathetic at best. I'll paddle my boat before I ever hang a Suzuki from the back of my boat again.

clearlyhooked · 06-24-2010, 12:57 PM

IMHO Suzuki biulds a good 4 stroke,thier gimme 6 warranty is a joke, however I liked my dealer I feel he is honest and pretty fair minded.I learned the hard way that the first year on the warranty Suzuki covers after, its sold to an aftermarket warranty co. that puts a value on your motor (taking the year and the hours into consideration) and will only cover up to certian % of the value. Best I can remember they told me they had already exceeded the value of my motor in repair(after the 1st powerhead failure on a 225 hp two stroke) and it wouldn't be covered for the remainder of the warranty period or something like that.I may have things a little off but I'm pretty close fortunatly for me my local dealer is now offering Yamaha as well.I have nothing but great things say about a Yamaha Y.E.S. warranty!!!Good Luck finding the Suzuki Rep I think they either don't like personnal appearences or are extremly few in #'s.Just 1 opinion and you know what they say about those!