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The part that is hard for me to get is that the Manufacturer and Suzuki together, cant come up with a Motor for the boat? (I am assuming the boat is a pre-rig or OEM Suzuki) As far as the "Dealer" making it right. It sounds bad, but he didnt manufacture the motor or boat. That is why manufacturers provide warranties. The Dealer cant repair or replace or get paid by the factory(s) without authorization. IF he had a 250 in Stock, the Suzuki rep would authorize the repair I would think?
__________________ "a doughnut is only one step above a rent rod"
Location: Los Angeles, FL.or Georgia, depends. In Fl now.
Posts: 5,979
Quote:
Originally Posted by rwidman
You're asking the dealer to buy a new motor and install it on the boat, then repair the old one under warranty. OK, then what? Sell it as a new motor? Let's hope not. They will have to sell it as a used motor and take a loss on it.
I'm not saying the dealer shouldn't pressure the factory into a quicker response, but as I said before, the OP has burned all his bridges by bashing the boat manufacturer, motor manufacturer, dealership, and an individual at the dealership on a public web forum.
At this point he will have to take what he can get.
Seems like he has been doing that all along and is only complaining out of frustration. I don't blame him. In my book his dealership sucks!
Are you the dealer?
I visit this site occasionally and am astounded about how recurrent the problems are with certain manufacturers and how many excuses are printed protecting bad dealers or manufacturer. It seems customer service never did come out of the dark ages and buyer beware is alive and well. The owner is left to stew in his own frustration and his joy in boating turns into a painfull lesson.
I've been blessed with good dealers and good equipment. I feel really feel sad for those that suffer their personal time lost and the grief of dealing with bad service and bad manufacturer support. Then they come here to get a new one bored out of them because they dared complain..
The part that is hard for me to get is that the Manufacturer and Suzuki together, cant come up with a Motor for the boat? (I am assuming the boat is a pre-rig or OEM Suzuki) As far as the "Dealer" making it right. It sounds bad, but he didnt manufacture the motor or boat. That is why manufacturers provide warranties. The Dealer cant repair or replace or get paid by the factory(s) without authorization. IF he had a 250 in Stock, the Suzuki rep would authorize the repair I would think?
It's been pointed out by others, but it should be repeated; We are only hearing one side of this story and it seems to be from someone who has let his emotions get in the way of clear thinking.
Seems like he has been doing that all along and is only complaining out of frustration. I don't blame him. In my book his dealership sucks!
Are you the dealer?
No, and if the dealer is reading this, he would be wise to stay out of it and just print everything and turn it over to his attorney.
A much more productive way of dealing with the problem would have been to write a certified letter to the dealership and manufacturers calmly and factually stating his dissatisfaction and outlining his expectations for a resolution along with an acceptable time frame. A copy would be sent to the BBB and any local consumer protection agencies. A copy to the lender (if applicable) would help also.
rwidman: I wish Sunray would print this out and send it to their attorney. They would be doing me a favor. You can't sue somebody for slander when they are telling the truth. I wanted to post this to let any potential boat buyers to beware of what is out there and possibly saving them of having to go through what I am going through. I am a business owner and I would and have done anything to keep a customer happy. I would never abandon a customer over a product that i have sold and would expect my manufacturers to back their product 100% and if they can't I would never use them again. I know this is Suzuki's problem but i expected more from Sunray Marine. I spoke with the owner mid week last week, he said he would make some phone calls and get back to me. I am still waiting for his call. I am waiting for Suzuki's customer service manager and a Suzuki rep. to call back also. Will keep you all posted. Thanks for your support.
It's been pointed out by others, but it should be repeated; We are only hearing one side of this story and it seems to be from someone who has let his emotions get in the way of clear thinking.
You sir are 100% correct.
I find it interesting how so many wish to immediatly jump on the dealer without knowing all the details, what is transpiring, no real info at all except one side of the conversation.
Because I know the dealer quite well, his partner also, many years, alot of customers, lots of dollar volume, three locations, extremely good service and service people, I read the comments with some suspicion and questions.
Some read and respond with logic and an open mind, some wish to reach for the tar and feathers only knowing one side, perhaps biased, for sure angry.
Robert nor Paulie do bad things to people.
Perhaps the lynch mob will back off until the facts are known.
Would that seem fair to anyone?
Fair enough. As a general matter, though, if I bought anything from the a dealer that broke under warranty, and the dealer couldn't get parts, the blame still lies with the dealer as well as the manufacturer. Unless, of course, during the sale the dealer told the buyer that parts would be difficult to obtain if there's a warranty claim.
If my after-sale treatment depends on the final profit to the dealer, I'd also like to be told that. For example, "sure, I'll knock another $1000 off, but you'll be at the bottom of the list when it comes to service." All I ask for is full disclosure.
I really feel that some of the posters here have an odd sense of fairness--I only ask for honesty.
Mike Carrigan, thanks for forwarding my name and number to Suzuki. I know you've just spoken to Robert so you have confirmed my situation and circumstance and that fact that I have handled this matter in a respectable manner. I am not hear to tar and feather anyone. I am a little guy that is getting screwed.
Fair enough. As a general matter, though, if I bought anything from the a dealer that broke under warranty, and the dealer couldn't get parts, the blame still lies with the dealer as well as the manufacturer. Unless, of course, during the sale the dealer told the buyer that parts would be difficult to obtain if there's a warranty claim.
If my after-sale treatment depends on the final profit to the dealer, I'd also like to be told that. For example, "sure, I'll knock another $1000 off, but you'll be at the bottom of the list when it comes to service." All I ask for is full disclosure.
I really feel that some of the posters here have an odd sense of fairness--I only ask for honesty.
How can it possibly be the Dealers fault the Motor broke? How is there not full disclosure in the Warranty Booklet that comes woith the motor? Have you read one? What after sale treatment? The Dealer cant get the parts from the manufacturer.
If you were the Dealer, what would you do differntly?
I don't see in these (numerous) threads and posts where the Dealer has told the guy to pound sand.
__________________ "a doughnut is only one step above a rent rod"
To put this as if you were eating in a restaurant.
The dealer is the waiter or waitress, the manufacturer is the kitchen.
The waiter is RESPONSIBLE for for what they are serving you. Your satisfaction with the entire meal will be reflected in the tip and if you spread the word of a positive or negative experience.
No different at a boat dealership, car dealership, retail store, construction company etc. The one that sold you the goods should not be telling the customer, "Sorry mofo, it's your problem now.
Can you imagine a construction company telling the home owner, "Duh, sorry your roof is leaking on all your belongings, duh, you have to contact the shingle manufacturer about the bad batch of shingles we unknowingly installed, duh. Call us if you want us to give you a price to remove the bad and install another roof, duh, there are no guarantees this will be better the the last one.
The DEALER should be bending over backwards for the customer!!!! Doing what ever it takes to correct the situation.
How can it possibly be the Dealers fault the Motor broke? How is there not full disclosure in the Warranty Booklet that comes woith the motor? Have you read one? What after sale treatment? The Dealer cant get the parts from the manufacturer.
If you were the Dealer, what would you do differntly?
I don't see in these (numerous) threads and posts where the Dealer has told the guy to pound sand.
If any dealer says to a customer "You have more pull with the mfg than I do, I suggest you call them". Then they are not the dealer I want to give my money to.
The boat manufacturer chooses to rig a certain outboard, and the dealer chooses to sell that outboard. If the outboard manufacturer will not step up to the plate and help its customers, then if I were the boat manufacturer I would refuse to rig them, and I would refuse to sell them if I were a dealer.
If parts availability is a known issue with the outboard manufacturer, then the boat manufacture and dealer are going to run into this problem down the road. They can solve the problem themselves and look like a hero, or they can choose to do nothing and have their reputations damaged.
__________________ 2012 Fountain 38' Open with quad 350 verados
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Last edited by propbender24; 10-27-2009 at 11:42 AM.
To put this as if you were eating in a restaurant.
The dealer is the waiter or waitress, the manufacturer is the kitchen.
The waiter is RESPONSIBLE for for what they are serving you. Your satisfaction with the entire meal will be reflected in the tip and if you spread the word of a positive or negative experience.
No different at a boat dealership, car dealership, retail store, construction company etc. The one that sold you the goods should not be telling the customer, "Sorry mofo, it's your problem now.
Can you imagine a construction company telling the home owner, "Duh, sorry your roof is leaking on all your belongings, duh, you have to contact the shingle manufacturer about the bad batch of shingles we unknowingly installed, duh. Call us if you want us to give you a price to remove the bad and install another roof, duh, there are no guarantees this will be better the the last one.
The DEALER should be bending over backwards for the customer!!!! Doing what ever it takes to correct the situation.
I see what you are getting at, but it's not a germain analogy. If a Contractor intstalled a roof to Manufacturers Spec and it leaked, the roof owner would take action against the manufacturer under the warrant provisions they have. If the contractor did not install the roof correctly, the manufacturer would not warranty the roof. Ok, I see that.
However, in this case, we are asuming that the motor was installed correctly etc, and the factory isnt saying "its the customers fault for whatever reason" It's simply a case of the manufacturer ssaying they dont have the part. Am I correct? I'm just talking out loud here. So, if it's a parts availability problem, what can the Dealer actually do to alleviate the issue?
And as far as the Dealer (alledgedly) saying "youll do better with the factory" (paraphrase) That is out of context, that isnt saying that the Dealer said "Screw you buddy, your on your own" (I dont see where that has been said? I would assume that the Dealer is as frustrated as the consumer. There is NO REASON for the dealer to not want to do the repairs under warranty. He's gonna get paid for it.
So, I ask again,
What can this Dealer do to make it right?
__________________ "a doughnut is only one step above a rent rod"
doughnut,
I'm with you, but like propbender stated, if it is a known issue that a mfg cannot meet the needs of the customer,
1. Refuse to install their product due to it will lead to issues like this until the mfg can stand behind their product and provide quick solutions / parts .
2. Inform the customer of past issues if they insist on that mfg. DO IT IN WRITING.
It can't be a hand full of problems, there has to be a pattern there. Even that can be debatable.
The customer goes into a situation knowing the TRUTH then decides.
So if the dealer would take a powerhead off a brand new motor, replace the damaged one with it, then waits for the new powerhead to come in and put it on the new tail section, could they sell it as a brand new engine? Would they have to inform the buyer?
To put this as if you were eating in a restaurant.
The dealer is the waiter or waitress, the manufacturer is the kitchen.
The waiter is RESPONSIBLE for for what they are serving you. Your satisfaction with the entire meal will be reflected in the tip and if you spread the word of a positive or negative experience.
No different at a boat dealership, car dealership, retail store, construction company etc. The one that sold you the goods should not be telling the customer, "Sorry mofo, it's your problem now.
Can you imagine a construction company telling the home owner, "Duh, sorry your roof is leaking on all your belongings, duh, you have to contact the shingle manufacturer about the bad batch of shingles we unknowingly installed, duh. Call us if you want us to give you a price to remove the bad and install another roof, duh, there are no guarantees this will be better the the last one.
The DEALER should be bending over backwards for the customer!!!! Doing what ever it takes to correct the situation.
As a builder, I might try this
Don't call me, call the manufactuer.. I'm sure this would lead to more customers
For the OP's part, yes he is clearly emotional about it. But I will guarantee that most would feel the same way or worse in the same situation. This is not a "sold unit" to him but a huge investment, that he is paying for, that cannot be used for an extended period of time.
For Suzuki's part, taking 3-4 months to repair an infant mortality is abolutely inexcusable. Other than gross negligence on the part of the OP, there is no possible acceptable excuse for this kind of treatment. If they cannot make the repair in a timely fashion, they should step up and replace the whole outboard. Instead of taking this opportunity to shine and have this guy go around and tell everyone how great he was treated by Suzuki, someone decided to be lazy and/or cheap. The damage done to Suzuki's reputation over this thread will far outweigh the cost of half an engine. Someone is not thinking over there.
For the dealer's part, I do not think there is anything wrong with asking the customer to contact Suzuki directly if he felt it would help, nor do I think he is a bad guy. However, he has mishandled this either by not chasing after this aggressively enough OR he failed to adequately communicate his herculean efforts with the customer. If the customer feels compelled to call you for an update, you are not keeping him adequately informed. If the customer feels that you are not fighting tooth and nail for him, you probably are not. If the customer detects a "unit out the door" mentality, you are definitely not building a lasting relationship built on trust.
I would assume that the Dealer is as frustrated as the consumer. There is NO REASON for the dealer to not want to do the repairs under warranty. He's gonna get paid for it.
