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Mercury Warranty also disappointed

Old 09-20-2020, 02:16 PM
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Default Mercury Warranty also disappointed

I'll try to make this long story as short as possible. I'll preface this with I have been running Mercury outboards for 15yrs and after having bad experience with optimax I have been a Verado fan ever since. Although all previous motors I owned were out of warranty I recently splurged and bought a new boat and when given the choice of power I did not hesitate to go with Mercury and have a pair of 2020 Verado 300 V8s. About 50hrs in I removed the cowlings on both engines to inspect and wash the salt away. I noticed the starboard engine had a thin coat of oil all over it and some on the cowling. I thought maybe it leaked out of a vent from being slightly over filled, rinsed and wiped it off and didn't think much of it. At the 100hr oil change I noticed there was oil on that engine again which confirmed there was an issue. The oil level was normal so it was slow leak somewhere. At this point it was peak boating season and the hassle of hauling out etc I decided to wait until the end of season to get it looked at to avoid downtime. I also had some minor issues with the livewell that the manufacturer was taking care of under warranty so I decided I would get that done and then get the engine looked at as well.

About a month ago I had scheduled to take the boat in for the livewell repair. I mentioned the need to get the engine looked at afterwards wanting to figure out a timeline, at that point I was informed that they were a mercury dealer too and could take and look at it. I said great both items can get fixed here.

A few days later I am notified that the livewell is fixed and the oil leak is coming from the upper crankshaft seal. There apparently was a service bulletin for this part, but my serial number was not part of the bulletin. Both my engines were leaking with the starboard being much worse, therefore showing visible oil. I was told the seal has been ordered (26 Aug) and once it comes in the fix will only take an hour or so. Basically waiting on parts. I figured a few days.

Well the next week I ask again the status. The technician replies: Still waiting on parts but expect we should have it before the end of week. Then that Thursday afternoon (3 Sept) I contact the tech and ask if the part had arrived he said it had not. I asked if he could button up my boat and I would pick it up and bring it back when the part arrived, basically I was tired of waiting around for a $11 seal especially since the leak was relatively benign. He said that would be fine. When I arrived Friday morning to pick the boat up the owner of the shop strongly advised me not to take it. He said Mercury would not cover any malfunctions to those engines until the known faulty seals were replaced. I called Mercury customer service and was told the same thing. I then asked when part # 8M0162050 "Main Bearing Seal" would be in stock since we have now been waiting 10 days for it. Mercury customer service said "I am showing over 4000 units in stock at our warehouse in Fon du Lac." He could not explain to me why it was taking so long for the dealer to get it, explaining that the dealer has to discuss that with his sales rep. He could/would not sell me the part himself saying I had to buy it from a dealer. He could not tell me where I could get the part from in a timely manner. I left the boat there reluctantly with the owner of the dealership promising he would try to expedite things through his sales rep and as soon as he gets the seals 2hrs later the boat would be ready. On 9 sept the owner of the dealership called me, and said the seals were scheduled to ship on the 21st. He agreed that this was ridiculous and said he would try and escalate the situation but wanted to let me know about it. I told him I was going to try and track down the seals as well, he said that would be fine if I found OEM seals they would repair it right away. 15 phone calls later I found a dealership that had 5 in stock. $22 for two seals and the next morning I get my boat back. 10 Sept, I have not contacted the dealer to see if he got the seals that he had originally ordered. So really I have no clue how long the boat would have been down had I not taken matters in my own hands.

I contacted Mercury and explained that with 1000s of hours in Mercury outboard use I had never experienced this long of a downtime. Ever. To include full power head rebuilds. The difference was I never dealt with warranty repair work either. I was extremely disappointed that they could not provide on in-stock part in a timely manner and at the very least they owed me $22 for having to source the seals myself.

They replied that due to covid "In-stock parts are experiencing a delayed turn around for shipment of approximately 15-20 days at this time. If the part in question was indeed in stock in our Wisconsin warehouse, it would have been roughly 20 days from time of order to time of shipment. We are unable to reimburse you for the cost you elected to incur to purchase the seals locally." They offered me $50 credit towards mercury products which I declined.

I understand difficulties due to Covid (I work in the airline industry), but in my opinion this is a lame excuse at this point for an in-stock item to be delayed that long. Pick the item off the shelf, put in envelope, thrown a label on it and send it out with the mail. How is it acceptable to have a customer wait a month to use their $50,000 worth of merchandise for an $11 seal that is in stock?
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09-20-2020, 03:08 PM
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The Covid crutch has worn out it's welcome and is getting old as the alibi for all things delayed. .02.
Old 09-20-2020, 02:39 PM
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Once again, not sure if this is Mercury specific, but my buddies lift pump went out on his 2012 200hp Verado. The shop ordered it and told him it would be a few days until the pump made it in. 2 weeks later it had still not arrived so he called around and found that Marine Max had it at another location. My buddy had it shipped to the local location, picked it up and had the shop install it.

Not sure why shops don't create a parts network at this point. It may not have been an issue pre-COVID but with the increase in sales and usage, maybe drastic measures are needed. A dealer calling around to get the part from another dealer means there is no or little profit in the part for them, but at least they could get the service dollars. It is the customer that suffers at this point.
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Old 09-20-2020, 02:51 PM
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Sounds like the dealer might have been on a credit hold. Dealer owes Mercury money but does not pay the bill, shipments to dealer get put on hold.
Old 09-20-2020, 02:56 PM
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They have us by the base of our snargleys.
Old 09-20-2020, 03:08 PM
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The Covid crutch has worn out it's welcome and is getting old as the alibi for all things delayed. .02.
Old 09-20-2020, 03:11 PM
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Not sure the point of this thread...they are taking care of it under warranty tight? You just donít like the timeframe, which I inderstand, but its not like they declined your warrarnty claim? I am sure they are delayed because of Covid, understandably so, and your oder is in process. So they should find your dealerís order and leapfrog those in front of you? Sounds a bit Karen-like IMO, it is what it is, why start another Mercury warranty basing thread because your part was delayed?
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Old 09-20-2020, 03:40 PM
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I see this in my business as well. I think the problem is the employs that are working in warehouse and shipping department are using the covid as an excuse not to go to work and they are leaving the employer short handed.
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Old 09-20-2020, 03:43 PM
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Originally Posted by THT MOD 14 View Post
The Covid crutch has worn out it's welcome and is getting old as the alibi for all things delayed. .02.
absolutely. Itís become the biggest bs excuse for businesses dropping the ball
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Old 09-20-2020, 04:10 PM
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Seams more of a dealer issue to me. Why didnít the dealer track one down for you?
Old 09-20-2020, 04:49 PM
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Originally Posted by Dkn1997 View Post
absolutely. It’s become the biggest bs excuse for businesses dropping the ball
In my industry, we have learned there are two types of COVID delays:

1) The part is truly out of stock and due to demand and lack of supply, it can take 4-6 weeks to get something that once took 1-3 days. The factory was shut down, not making it and they are struggling to keep up with current demand.
2) Parts are in stock, but to make up for past COVID loss during the shut down and unknown future demand, the "part" company is SEVERLY under staffed. The staff that are there are over worked, tired and inefficient. Tie that in with crappy UPS, Fedex, USPS shipping excuse and you get your 20 days. I routinely pay for 1 day shipping to a customer with USPS and they deliver in 4 days. UPS 2 day takes 4-5 days.

In my line of work, we are all over COVID. My customers are, I am. Its destroyed my business. Reality is reality and we all just need to move forward toward normal as fast as we can.

Last edited by datlhookYa; 09-20-2020 at 04:56 PM.
Old 09-20-2020, 05:00 PM
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Major parts delay on Mercury. I have been told oil filters and basic parts are hard to find.
Old 09-20-2020, 05:18 PM
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Originally Posted by Smoke n Mirrors View Post
Not sure the point of this thread...they are taking care of it under warranty tight? You just donít like the timeframe, which I inderstand, but its not like they declined your warrarnty claim? I am sure they are delayed because of Covid, understandably so, and your oder is in process. So they should find your dealerís order and leapfrog those in front of you? Sounds a bit Karen-like IMO, it is what it is, why start another Mercury warranty basing thread because your part was delayed?
When a customer has a warranty issue... the. Mfrír and the selling dealer should move that customer UP TO THE FRONT OF THE LINE to fix that problem, IMO.
The warranty time is STILL running throughout the repair period and any delays not only deprives an owner of the use of his property but it also deprives him of valuable chronological warranty-period.

A warranty repair should be EXPEDITED by mfrís and dealers.
Old 09-20-2020, 05:58 PM
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Originally Posted by Smoke n Mirrors View Post
Not sure the point of this thread...they are taking care of it under warranty tight? You just donít like the timeframe, which I inderstand, but its not like they declined your warrarnty claim? I am sure they are delayed because of Covid, understandably so, and your oder is in process. So they should find your dealerís order and leapfrog those in front of you? Sounds a bit Karen-like IMO, it is what it is, why start another Mercury warranty basing thread because your part was delayed?
Donít comment if you donít read the post
Old 09-20-2020, 06:03 PM
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Originally Posted by ucf_motorcycle View Post
Donít comment if you donít read the post

I fully read the post and still donít see the point of it, it will be repaired under warranty, just delayed due to part not shipped from manufacturer. If the denied the claim then yes, post away, but it seems you are only upset with the timeframe, not the acceptance of covering your claim. I am having a hard time understanding what more you want, they are shipping at earliest availability, and gave you a time frame of a few weeks from now. Seems totally reasonable. Should they ship your order before others?
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Old 09-20-2020, 06:10 PM
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Originally Posted by Fishinado View Post
When a customer has a warranty issue... the. Mfrír and the selling dealer should move that customer UP TO THE FRONT OF THE LINE to fix that problem, IMO.
The warranty time is STILL running throughout the repair period and any delays not only deprives an owner of the use of his property but it also deprives him of valuable chronological warranty-period.

A warranty repair should be EXPEDITED by mfrís and dealers.
Whose to say it is not being expedited already? They sell a lot of motors, thus a lot of warranty claims, sometimes you just have to stand in line like everybody else, you are no more special than the guy in front of you. Thats all I am saying, seems lile its more of an impatoent customer issue than a manufacturer/dealer problem.

It will come OP will get it fixed and hopefully have many trouble free years on his engine. Hopefully some time doen the road he will look back and while it sucks to lose time on the water, at least the dealer dodnt let you leave with a known problem which could have caised damage that may not have been covered.
Old 09-20-2020, 06:50 PM
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Originally Posted by Fishinado View Post
When a customer has a warranty issue... the. Mfrír and the selling dealer should move that customer UP TO THE FRONT OF THE LINE to fix that problem, IMO.

A warranty repair should be EXPEDITED by mfrís and dealers.
Over a more lucrative higher profit customer paid repair job?

Not likely to happen.

We live in a world that is. Not a world as we might wish it to be.
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Old 09-20-2020, 07:14 PM
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I agree with most of the comments in this thread but have to give UPS a current ďthumbs upĒ out of the three shippers mentioned. Have gotten really good UPS ground freight service,lately.
Old 09-20-2020, 07:23 PM
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I agree with the previous poster saying using the covid-19 excuse is getting old. I've had the same problems in my business. Call the factory to place an order they told me they couldn't give me a shipping or arrival date. I told the girl I want to speak to your boss. Left a message for the boss. When he called me back I told him it was unacceptable I have customers to answer to. I have to schedule appointments. He understood. The shipment arrived the next day!
Old 09-20-2020, 07:23 PM
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As far as the covid clutch thing, if all employees are working from home, why are the wait times for calls at an all time high? Slackers gonna slack?
Old 09-20-2020, 09:14 PM
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Originally Posted by Smoke n Mirrors View Post
I fully read the post and still donít see the point of it, it will be repaired under warranty, just delayed due to part not shipped from manufacturer. If the denied the claim then yes, post away, but it seems you are only upset with the timeframe, not the acceptance of covering your claim. I am having a hard time understanding what more you want, they are shipping at earliest availability, and gave you a time frame of a few weeks from now. Seems totally reasonable. Should they ship your order before others?
If you read the post you have worse reading comprehension than a third grader so there is no point in discussing anything with you.

there is nothing reasonable about waiting several weeks for a part that they have sitting in stock to ship. Especially when that part fits in an envelope cost $11 and is keeping $50k worth of engine purchased a few months ago from running.



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