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Is dealer up charge for warranty work normal?

Old 02-09-2019, 01:56 PM
  #21  
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this is the first I am every hearing of this

There are boat lines that get dropped and bounce from dealer to dealer due to poor handling of warranty or them not wanting to pay. This is why you may see a line go from one dealer to another and should tell you there is likely a manufactures customer service issue that goes along with the purchase of the boat

excelling in customer service is how a dealer gets paid more for warranty and pays less for new inventory. this is the sole reason they are so concerned with those little surveys you get asked. They want you to give 5 stars across the board .
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Old 02-09-2019, 02:18 PM
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[QUOTE=fireisland1;12227214]
Originally Posted by Thalasso View Post
After that do you even have any customers? It entails almost every walk of life






Good customers grow your business, bad customers bring it down.








Originally Posted by Thalasso View Post
Gotta keep all customers happy - with social media the way it iz today.

Only takes a few "unhappy" ones to make a stink
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Old 02-09-2019, 03:01 PM
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Not common but then not uncommon at all.

In a number of cases the boat dealer won't work on a boat at all (warranty or non-warranty) if you did not buy from them. Same thing with the motor.

Customer chooses to cut the dealer out of the purchase arrangement. Dealer chooses to cut the customer out of the repair arrangement.

What is good for the goose be good for the gander.
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Old 02-09-2019, 03:07 PM
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Originally Posted by fireisland1 View Post
If you are a dealer for the boat builder then you must warranty their product. If you are not a dealer or a piece of added equipment then the owner must find one. There were some premium dealers here there would not sell you a boat outside their area . It was to prevent warranty issues but also protected the dealer from preventing the buyer from shopping around. Not really fare but I understand it. The local dealer has to take care of the problems so he should make the sale.
Sez who? Are you sure that this is every agreements between every boat builder and every boat dealer?

Now if there is such as agreement, and if the boat dealer is being forced by a boat builder to do warranty work on a boat that was not sold by the boat dealer, would you as a customer want to have your boat worked on by that dealer?

Dealer "OK, damn it I will work on your boat. Park it over there under that shedding oak tree. It is now February but I will try to get to it by the end of the year. I will call you when I am done. Don't be calling me to find out the status. It will be done when it gets done."
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Old 02-09-2019, 03:08 PM
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I have an issue with this, I do buy my boats fron a local dealer, however I tow my boat down south to my other home for 5 months a year. If my warranty wasnt good at the dealer down there, id have a huge issue with the mfr. and also what if someone moves? I dodnt realize ppl were supposed
to plan theor lives around a boat warranty lol
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Old 02-09-2019, 03:12 PM
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Originally Posted by fireisland1 View Post
.................................................. .................................................. ..................... the door. Bad customers just go somewhere else. I do not deal with idiots, deadbeats, demanding, fowl language, drunks ,pot heads,stinky, nasty, hotheads, lowballers.
unlike other businesses, I do not have any customer problems.


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Old 02-09-2019, 03:22 PM
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Douche stealers doing what they do best, screw the people that make them successful
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Old 02-09-2019, 03:34 PM
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I'm caught here myself

Last year they didn't carry my boat. Now they do. I have not had any warranty issues yet that required delaer assistance, but do I need to drive the boat down 3 hours vs 15 min away because of this bullshit rule they have if something happens? F Waylen bay for this and I'll go elsewhere to buy boats. In my lifetime I've spent $300k on boats and I plan to spend more. So they lost a lot of potential future business for this.

Last edited by Brocnizer1; 02-15-2019 at 07:08 PM. Reason: Profanity
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Old 02-09-2019, 03:45 PM
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Originally Posted by Brocnizer1 View Post
I'm caught here myself

Last year they didn't carry Cape Horns. Now they do. I have not had any warranty issues yet that required delaer assistance, but do I need to drive the boat down 3 hours vs 15 min away because of this bullshit rule they have if something happens? F Waylen bay for this and I'll go elsewhere to buy boats. In my lifetime I've spent $300k on boats and I plan to spend more. So they lost a lot of potential future business for this.
I read a story about them cryin' all the way to the bank. So sad.

So unfair when a buyer gets to do what he wants to do but a seller does not get to do what he wants to do.

Last edited by THT Mod 7; 02-12-2019 at 08:40 AM. Reason: Profanity in quoted text
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Old 02-09-2019, 03:51 PM
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Originally Posted by alloyboy View Post
I read a story about them cryin' all the way to the bank. So sad.

So unfair when a buyer gets to do what he wants to do but a seller does not get to do what he wants to do.
It's called supply and demand. Sellers HAVE to work more than buyers and have to do things to keep buyers. I own two small business operations and I understand the rules of engagement. It does suck I have to kiss so much ass when a buyer comes, but it affords me a WONDERFUL lifestyle. If enough people think like me, which they do, they will be crying because they can't go to the bank to make the deposit.
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Old 02-09-2019, 04:17 PM
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dealers are shit sleeze! Smile and be your best buddy until they get your money. When you need ANY warranty work dealers and techs get mad.
Pisses me of that manufacturers donít fix that crap. Manufacturers then hide behind the bs dealers. Ummm sorry youíre having trouble with your engine but we canít help you you must deal with the dealer.
Learn to work on them and NEVER buy one of the extended service plans that they now try to call a wonderful extended warranty. If you have to buy it how is it a warranty? Itís not! Be wise!
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Old 02-09-2019, 04:50 PM
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Really the issue is more with the manufacturer than the dealer. They screw the dealer down on warranty repair labor costs and the dealer is asking himself why he should be turning away better paying work to fix a boat that they haven't made a dime off. If some guy in the next state is selling the same boats at at discount because they haven't go the same expensive overheads or staff wages or whatever it is, the local dealer is going to quickly get sick of losing money with a stream of those boats choking up his yard and labor.

I have been in this situation in the past and you start off trying to be the good guy and fix the boat. Then you wait for weeks or months to get paid by the factory and waste hours with documentation etc. Then the boat owner comes back with 'just a few more things' and you have to do the investigation to determine if they are warranty or owner error/abuse issues. Send the info to the factory for approval to fix and suddenly you are in the middle of a fight between the owner and the factory. Then the dealer fitted pump or electronics or trim tabs etc don't work and the owner expects you to look after him. Telling him to go back to his selling dealer several hours or days away suddenly gets you abused - "but you guys are the same dealer network for brand X aren't you...". "I was told to go to any dealer.." So it goes on..... And through all of this you are working a what is really less than a full cost recovery rate by the time you add in all the overheads. Boats aren't always that simple and whilst I would expect a lot from the factory and dealership that sells one to me, no one else owes me a thing.
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Old 02-09-2019, 05:34 PM
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Originally Posted by Raybo Marine NY View Post
this is the first I am every hearing of this

There are boat lines that get dropped and bounce from dealer to dealer due to poor handling of warranty or them not wanting to pay. This is why you may see a line go from one dealer to another and should tell you there is likely a manufactures customer service issue that goes along with the purchase of the boat

excelling in customer service is how a dealer gets paid more for warranty and pays less for new inventory. this is the sole reason they are so concerned with those little surveys you get asked. They want you to give 5 stars across the board .
this is true. Since we handle all warranty and product problems, we get a lot of room and first right of refusal on new limited products. We take in other dealers screw ups . Make them right and the company lets us write a reasonable ticket knowing we are cleaning up problems. As Raybo states ratings do mean something.
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Old 02-09-2019, 06:17 PM
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I don't understand how boat dealers operate. Not doing work on something, warranty or otherwise, because it wasn't purchased there is bullshit. If I was the owner and had employees turning work away they'd be looking for another job.
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Old 02-09-2019, 06:34 PM
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Why would you want to take your boat to Waylen Bay Marine in Clearwater to begin with?? If they have that sign posted, doesn't sound like they are doing well. Whats $5,$10 or even $15/hr?!!?! When it comes down to acquiring a new or servicing a loyal customer?

By the looks of their lot, it doesn't look like their boomin'....
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Old 02-09-2019, 06:58 PM
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What good is a new boat warranty at all then? If a dealer pulls this shit, the boat builder should pull their line completely. It should not be the customer being caught in the middle of dealer and builder disputes. If a particular brand of boat is popular for a few years in a row and the dealer is taking advantage of that fact and making money on it. I think a reputable dealer would take the good with the bad. It does not go one way only.


As said, many people move out of the area or vacation for long periods, should they be penalized for that.
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Old 02-09-2019, 07:06 PM
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Originally Posted by Brocnizer1 View Post
I'm caught here myself

Last year they didn't carry Cape Horns. Now they do. I have not had any warranty issues yet that required delaer assistance, but do I need to drive the boat down 3 hours vs 15 min away because of this bullshit rule they have if something happens? Fuck Waylen bay for this and I'll go elsewhere to buy boats. In my lifetime I've spent $300k on boats and I plan to spend more. So they lost a lot of potential future business for this.
Maybe you should share your frustrations with the manufacturer.

Manufacturers often give you ridiculous times for repairs on top of a discounted rate. They also want to supply the parts or expect you to take a minimal markup from your parts inventory. As mentioned above the dealer has to wait a long time to be paid for their warranty work. This forces the dealer to dip into their own pocket to pay their employees and the parts tab until theyíre paid for the job.

If you donít believe these issues with the manufacturers are forcing them to implement these policies just ask them yourself.
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Old 02-09-2019, 07:09 PM
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I bought a boat from waylen in St. Augustine. Iím not sure of this policy but I know I had an issue with my fuel tank not filling all the way up without spending 45 minutes at the gas pump that required removing it. They were top notch. Gave me a time frame and updated me several times through the process. They finished it ahead of the original estimated date.

Also they covered an issue with my MK trolling motor remote on the spot by giving me a new remote at no charge.

I know our warranties are reimbursed at our shop labor rate for tractors and power equipment. Iíd be interested to know if the labor rate is tied to the agreement in which the selling dealer has and not the repairing dealer.
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Old 02-09-2019, 07:12 PM
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Originally Posted by bms1939 View Post
Maybe you should share your frustrations with the manufacturer.

Manufacturers often give you ridiculous times for repairs on top of a discounted rate. They also want to supply the parts or expect you to take a minimal markup from your parts inventory. As mentioned above the dealer has to wait a long time to be paid for their warranty work. This forces the dealer to dip into their own pocket to pay their employees and the parts tab until theyíre paid for the job.

If you donít believe these issues with the manufacturers are forcing them to implement these policies just ask them yourself.

You hit the nail on the head on the ridiculous flat rate schedules. On one of our prominent vendors we have to double the the flat rate time to give our techís a realistic chance of actually making money on flat rate. So if the job pays 1 hour @ 105 an hour, we pay our tech 2 hours regardless of how long it takes him.
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Old 02-09-2019, 07:13 PM
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Not sure how it works for all manufacturers but the boats we used to sell left a 3% margin for us to use to deal with minor warranty issues and also help with the costs of dealing with the factory over work they subsequently paid for. If the owner took a boat I sold to another dealer he would have just got the factory payment and I already had the 3%. Not sure if that is a common practice or not but it might color your opinion as the non-selling dealer if being asked to fix a warranty problem at the lower labor rates.
What say you are a dealer for a popular brand and based at a popular holiday spot. Lots of those boats visiting all summer and maybe lots of people asking for quick warranty fixes while you are in the middle of your busy season supporting your own customers? Do you somehow staff up to deal with the extra warranty work at rates that might get you to break even, or do you tell people to get in line behind your other customers (not great if you are on holiday), or do you add some seasonal staff and charge a rate that leaves you with some profit for all the extra work? If you are a huge operation I guess you might just suck it up and live with it, but if you are a more average or smaller operation it might not be so simple. Of course there shouldn't be a lot of warranty work that is urgent, so if the factory has screwed up enough that there is, the factory should be working with the dealers about how to best sort it.
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