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Boston Whaler / Mercury -Conquest: COMPLAINT- REVIEW

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Boston Whaler / Mercury -Conquest: COMPLAINT- REVIEW

Old 04-27-2016, 09:29 AM
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Default Boston Whaler / Mercury -Conquest: COMPLAINT- REVIEW

When you have FACTS you can post them. It's a beautiful thing... and these are the facts..

Boston Whaler, Customer Service Manager has lied and thinks he was savvy and will get away with it. I was outlining my issues with my boat on THT and was asking for advice how I should proceed by THT members.

Via a conference call in front of a Service Manager and documented by me, LIED. Because of the many issues I have been having with my brand new boat and the fact that this boat has put me in harms-way on multiple occasions and the fact that I’ve lost weeks of boating time due to constant repairs (and is still in the shop being repaired as I write this), I asked that they replace both faulty and defective motors and have a Mercury Marine Employed Tech to install them and rig them. This was clearly stated to the CSM of Boston Whaler, and not only by me.

CSM, told me that for them to go beyond the warranty and to show goodwill I would need to remove my postings from THT and mentioned something about a confidentiality document. I agreed, because after spending over ¼ million dollars, all I wanted was to get a safe and dependable boat to enjoy with my family.

During this time, on this same day, it was already agreed that the current problems I was having with the motors would be looked at (they have to, they’re under warranty). This is a 2015 Boston Whaler Conquest, twin Mercury 250’s. I had purchased the 8 year Platinum Protection plan which cost I believe over $12,000.00

AFTER I REMOVED all comments and posts by me from THT as requested by Boston Whaler, CSM doesn’t call me, but sends me an email that reads: “I briefly spoke with (removed name) and he advised that some parts from Mercury are being over-nighted and you should be up and running this week….” (which clearly shows CSM DID NOTHING, but call my rep, who has been super all along). He KNEW my complaint was not about another patched-up, fix job that will leave me stranded on the water in a few weeks, that was already “covered under the warranty”. He knew, as witnessed by others, and documented by me, that I needed assistance beyond the four corners of the warranty. I gave him my suggestion to resolve the ongoing issues (as they offered none). It was clear. It was the reason why he was even on the phone. I RELIED ON HIS WORD AND ON BOSTON WHALER to show “GOODWILL” (his word, not mine, as he stated it several times) and assist me.

Then CSM sends me this email when I asked him where was the goodwill? (Sent by CSM). “I don't know how you came to the conclusions you are reaching.” (that he would show goodwill)

Well CSM “conveniently” forgot what he stated on that conference call in front of a Service Manager and documented by me so when I reminded him of his WORDS and the fact that I had them documented, he who represents BOSTON WHALER sends me this email: (sent by CSM)
“When we spoke by phone, I did not specify what level of goodwill I would potentially be able to offer….“ Oh, what a line of crap from him. I personally love the words “specify”, “level” & “potentially”.

So what Goodwill did Boston Whaler and CSM do? NOTHING, and that’s fine. They aren’t required to. But they LIED just so I would remove the FACTS as they are from The Hull Truth.

So if you’re in the market for a boat, especially a NEW BOAT.. No need to go to that Boston Whaler Dealership, because you’ll be forced to use Mercury Motors and then neither will stand behind their product and continue to stick you with patch jobs ..

I guess Boston Whaler and Mercury think they are the only boats in town and they could lie to people, provide a faulty and dangerous product, then collude with one another (as they are both owned by Brunswick Corp) to screw the customer.

In 4 1/2 months of the boat being on the water these have been the problems:
-Leaking Oil from Port Motor, took an entire season for them to eventually replace the power head and many attempted repairs

-Replace chaps, as they were retaining oil from the prior oil leak.

-Boston Whaler improperly rigged the motors (not my words, Mercury's words and I got it documented), causing various faults, error messages and a short circuit that left me stranded at night on the water with no electronics or steering, and caused wiring to melt.

-Power Steering Pump failed and required replacement

-Loss of Steering due to Fault Issues

-Failed forward bilge

-Failed aft bilge

-Defective aft bilge sensors that cause the aft bilge to run for hours with 1/8'' of water present. How long before this burns out, or activates a fuse/breaker and get me stuck?

-Low Voltage Issues

-Port Motor Overheats due to a defective or improperly installed impeller

-Port Motor Overheats a 2nd time shortly after the first repair.

-Loss of Steering Again, as I was returning to my slip after picking the boat up from repairs

-Leaking Deck Hatch

-Replacing both actuator motors as they are not working 100% properly

-Installing Negative Jumper Wire (still don't know why this is being done, but apparently its a quick fix for something)

-NOW I have a Starboard Motor Oil LEAK, which they are trying to diagnosis

AS of 5/12/2016
-They are now replacing the port power steering pump, electrical harness and checking fluid lines (as I lost steering twice in one day)

In their minds, they believe they are being a reputable and reliable company because they are adhering to their written warranty and making all of these repairs. But screw the customer as they don't care that you are missing weeks of downtime, screw the customer as they'll put you out there on an unsafe and unreliable boat and screw the customer as they don't care how they have accelerated the depreciation of your boat with these quick fixes and faulty and dangerous motors.

Last edited by viniadf; 07-20-2016 at 12:03 AM.
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Old 04-27-2016, 09:41 AM
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I heard they rent out the boatyard for yoga and weddings in occasion.


LET THE GAMES BEGIN
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Old 04-27-2016, 09:48 AM
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Well Shaun?
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Old 04-27-2016, 09:50 AM
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Wow!!

I have to tell you the happiest day with my Whaler was the day the Mercuries blew, and I re-powered with Suzuki's!!
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Old 04-27-2016, 09:55 AM
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This all started so nicey-nicey.....

I wouldn't want to be Shaunie boy at review time.....OUCH
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Old 04-27-2016, 10:02 AM
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I'm really surprised by this - I thought BW was a stand up outfit. Given the money they charge for their boats, customer service should be the best in the business or they can say so long to big profits.
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Old 04-27-2016, 10:09 AM
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I want to make it very clear... that Marine Max who has been servicing this boat and who sold this boat has been super. I would buy another boat from them and likely will, but it won't be a Boston Whaler. They have great management, great service reps and are very proactive on customer concerns. But the stick it to ya attitude from Mercury and Boston Whaler... well we'll see who gets the last laugh and who its going to cost. This thread will be updated with every little thing that goes wrong with this Boston Whaler and these Mercury Motors, so any potential buyers or people who are seeking to form a class action suit, can use it for reference. AND there is NO chance that I will take down another comment or thread. They blew it...
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Old 04-27-2016, 10:19 AM
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I hear Epic Boats has an opening for a new Customer Service Manager.
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Old 04-27-2016, 11:04 AM
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As a business owner, I would not want reviews/feedback this negative on the #1 message board where customers discuss products in my respective industry. It doesn't matter if I think I'm right. At this point, I'd do what I need to do to make this sort of publicity go away. I would just get you the new engines and have the best tech on LI install them. In no way would I want to prolong and drag out things out. The # of potential customers who are going to drop a quarter mill on a boat is microscopic. That guy who just got a killer 1st quarter bonus, looking at a new conquest, he sees this post, good chance he'll buy a Grady instead. If my company has to eat $100K or so, eff it, price of doing business sometimes.
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Old 04-27-2016, 11:23 AM
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Originally Posted by Jmat39 View Post
As a business owner, I would not want reviews/feedback this negative on the #1 message board where customers discuss products in my respective industry. It doesn't matter if I think I'm right. At this point, I'd do what I need to do to make this sort of publicity go away. I would just get you the new engines and have the best tech on LI install them. In no way would I want to prolong and drag out things out. The # of potential customers who are going to drop a quarter mill on a boat is microscopic. That guy who just got a killer 1st quarter bonus, looking at a new conquest, he sees this post, good chance he'll buy a Grady instead. If my company has to eat $100K or so, eff it, price of doing business sometimes.
The kicker is that money isn't the issue. They wouldn't even come back to discuss a possible solution to the underlying problems. I would have paid the difference in any depreciation on the motors, but they wouldn't even come to the table. I just want a safe and dependable boat. They want to go by their warranty. That's all fine, it really is. This is just a boat. My wife and I will visit pursuit and Grady in the upcoming weeks but will keep this whaler just to stick it to Boston Whaler and Mercury Marine and bring it back in for every squeek.. I got that 8 year warranty so I'm going nowhere fast...
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Old 04-27-2016, 11:34 AM
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Stop spending money on the boat and start spending $ on a vicious atty.
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Old 04-27-2016, 11:46 AM
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Originally Posted by farsidefan1 View Post
Stop spending money on the boat and start spending $ on a vicious atty.
Attorney? Why? I don't need the money, never about money. It's about exposing what has been going on and hopefully helping someone to avoid the same problems that I've incurred.
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Old 04-27-2016, 11:54 AM
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Originally Posted by farsidefan1 View Post
Stop spending money on the boat and start spending $ on a vicious atty.
What good would an attorney do? Have they breached their contract? Sounds like maybe you got a lemon, I have heard nothing but good about the verados.
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Old 04-27-2016, 12:00 PM
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Originally Posted by Okiefisherman View Post
What good would an attorney do? Have they breached their contract? Sounds like maybe you got a lemon, I have heard nothing but good about the verados.

You most have selective hearing....




In for the Merc apologist to come out of the wood works.
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Old 04-27-2016, 12:10 PM
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Originally Posted by viniadf View Post
The kicker is that money isn't the issue. They wouldn't even come back to discuss a possible solution to the underlying problems. I would have paid the difference in any depreciation on the motors, but they wouldn't even come to the table. I just want a safe and dependable boat. They want to go by their warranty. That's all fine, it really is. This is just a boat. My wife and I will visit pursuit and Grady in the upcoming weeks but will keep this whaler just to stick it to Boston Whaler and Mercury Marine and bring it back in for every squeek.. I got that 8 year warranty so I'm going nowhere fast...
Good for you. This is a far more damaging to Whaler/Merc than getting an attorney and settling out of court.
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Old 04-27-2016, 12:22 PM
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Wow, I am glad I got to read it this time...I just missed the last go round....I only noted it after it's "cleansing."

Viniadf, very sorry to hear about your frustration. I had heard that BW had a banner year last year....I wonder if they suffered the same "output spike" issues that reportedly caused QC problems with some other companies last year. But the Verado issues are not BW issues (common ownership by Brunswick aside).

Sounds like your customer relations situation may be beyond repair at this point, but hopefully the boat is not, and I hope you get it sorted and get a chance to enjoy your boat soon.

Thanks for posting; on a personal note and I know it's tough when you think you've been mistreated and your boating season is getting trashed, but don't let this get you too angry; it's not worth it, and boating is supposed to be all about fun. Stress and anger is not fun.
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Old 04-27-2016, 12:25 PM
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Originally Posted by Fish'nFool View Post
I hear Epic Boats has an opening for a new Customer Service Manager.
You mean Luhrs surely!


I suggest selling the boat and cutting your aggravation and losses, I had a 18' Whaler bought new after 2 powerheads I unloaded it.
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Old 04-27-2016, 12:25 PM
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Mercury took 3 years to put a power head on my boat under warranty. So I had 3 years of miserable boating thanks to Mercury. After Mercury put the new power head on, I had to fix 2 gas leaks, an oil line leak, an oil tank leak, and a water line leak. I just did the work myself (except for the oil tank) to make my boat reliable and safe.
If I were you, I would go to upper management to get your high dollar boat fixed. It got me the powerhead I needed and honestly I am thankful for that, and my boating days are fun now.
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Old 04-27-2016, 12:26 PM
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Originally Posted by Schmaltz~Herring View Post
You mean Luhrs surely!
Sorry no, I meant Contender.
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Old 04-27-2016, 12:30 PM
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This is going to end up in a court, either by you, or them.

I'd remove the name calling of the CSM-leave the rest of it up for record.

A "just the facts" kinda thing.
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