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Is dealer up charge for warranty work normal?

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Is dealer up charge for warranty work normal?

Old 02-10-2019, 08:49 AM
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Originally Posted by DIVER2 View Post
Years ago had an OMC lower unit go out while under warranty. The shop did the work and when I went to pick it up they said I owed them x amount of money because OMC would not pay their rate. I refused, went home and called OMC. They called the dealer and told them it was a no go charging me. Went to pick the boat up and the SOB'S stole every piece of electronics on the boat. Yes, almost turned into a fist fight but they called the police on me. Take it elsewhere!
I hope you posted a review or shared that experience here on THT so people can avoid that dealer!! Since I have larger boats now, I have security cameras all over. Has let me 'oversee' some work if I could not be present. But I try to be present for anything that is being done inside, on engines, requires access to the interior.
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Old 02-10-2019, 10:03 AM
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Think about this logically, if everyone took this approach, it could render a warranty useless outside of the area you purchased the boat and make the wait times ridiculously long in the area. I highly doubt the manufacturers know this is going on, that picture sent to Sea Fox, Sea Chaser, and whatever other brands they sell might get that sign torn up. Another point is I think you are seeing there a few people who have had extremely bad experiences with this company in this thread, beyond normal bad, this sign is just an indication of what A-holes own this company. My local mechanic also refuses to even talk to them and he's on friendly terms with just about all the other mechanics in the area. There is smoke here and it is coming from a big ole garbage fire.
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Old 02-10-2019, 09:23 PM
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Originally Posted by DIVER2 View Post
Years ago had an OMC lower unit go out while under warranty. The shop did the work and when I went to pick it up they said I owed them x amount of money because OMC would not pay their rate. I refused, went home and called OMC. They called the dealer and told them it was a no go charging me. Went to pick the boat up and the SOB'S stole every piece of electronics on the boat. Yes, almost turned into a fist fight but they called the police on me. Take it elsewhere!
And then what? You are letting us believe that the dealer simply stole a bunch of electronics off a boat where all they did was drive work and nothing else was done? You just walked away? Come on.
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Old 02-11-2019, 04:23 AM
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Yes Jack A'', it really did happen. The police told me it is not the first time but it can not be proved. It was in Stegar Il. They had a 10' high bobbed wire fence and guard dogs. Yes, I almost got in a fist fight but they called the cops on me. Nothing else I could do. What would you have done, go to jail! They also had a place on lake Michigan. Wish I remembered the name, but it was 40+ years ago. They did work for OMC under warranty. OMC would not pay their shop rate. It pissed them off when I called OMC and let them know they tried to collect from me. I never take my boats to dealers anymore. Could tell you many more stories but you would not believe them either!

Last edited by DIVER2; 02-11-2019 at 04:29 AM.
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Old 02-11-2019, 08:28 AM
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Originally Posted by DIVER2 View Post
Yes Jack A'', it really did happen. The police told me it is not the first time but it can not be proved. It was in Stegar Il. They had a 10' high bobbed wire fence and guard dogs. Yes, I almost got in a fist fight but they called the cops on me. Nothing else I could do. What would you have done, go to jail! They also had a place on lake Michigan. Wish I remembered the name, but it was 40+ years ago. They did work for OMC under warranty. OMC would not pay their shop rate. It pissed them off when I called OMC and let them know they tried to collect from me. I never take my boats to dealers anymore. Could tell you many more stories but you would not believe them either!
40+ years....surprised it wasn't customary to challenge them to a duel....
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Old 02-11-2019, 11:47 AM
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Originally Posted by alloyboy View Post
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.
I am in the car business, and of course we service and warranty anything Ford or Lincoln sells. BUT, there was a time when my dad started out that he would ask a customer the bought elsewhere if he bought it at ABC Ford, why is he in here for warranty work? They always responded, it's too far to drive to get something fixed. He would proceed to tell them it was just as far when they bought it and get their car out of his shop!! Needless to say that has changed over the years.
I do understand a boat dealers philosophy on this, warranty probably pays $30 an hour less than customer pay, but they sold the boat and made profit on it and can live with the $. As a customer I wouldn't be too happy and probably not take my boat there.
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Old 02-11-2019, 11:52 AM
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To me, it seems pretty simple. The cost of being a dealer includes doing warranty work at the agreed price, for all owners. If the cost isn't worth it, stop being a dealer. I have a feeling when they add the money made on the sales, the increased amount of customers with non warranty service, the referrals, etc, then the lower warranty rate is still reasonable. But, it is a math problem for the dealer to figure out. And, I am pretty sure that is how it is sold on the product side when recruiting new dealers.
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Old 02-11-2019, 12:29 PM
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Originally Posted by ncor33 View Post
To me, it seems pretty simple. The cost of being a dealer includes doing warranty work at the agreed price, for all owners. If the cost isn't worth it, stop being a dealer. I have a feeling when they add the money made on the sales, the increased amount of customers with non warranty service, the referrals, etc, then the lower warranty rate is still reasonable. But, it is a math problem for the dealer to figure out. And, I am pretty sure that is how it is sold on the product side when recruiting new dealers.
Well said
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Old 02-11-2019, 12:30 PM
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Originally Posted by alloyboy View Post
If a dealer has all of the work he can handle while working solely on equipment that he has sold, why is he an asshole for refusing to work on equipment that he did not sell? Seems to me that he is doing what he can to put his customers (those that supported him) at the head of the pack.

Are you suggesting that all customers are equal? They are. It is just that some customers are more equal than other customers.
My man!! When I sell vehicles to people out of my area or out of state, I suggest they get all their service work done at the local dealer and then when they need warranty work they are a familiar face and will get much better treatment. I know people here like to rag on car and boat dealers and some dealers are terrible, but most are small businesses trying to feed their families and pay their employees. I treat everyone well, but I can promise you if you're a regular customer of mine, you can call me anytime and use my demo if you need a car to drive!
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Old 02-11-2019, 12:59 PM
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Originally Posted by mystery View Post
Agree and some are and some are not. Ive seen a recent example of each - dealer flat out refusing to service boats not sold by them but they carry the brand: one being told by the manufacturer they have to because it's in their agreement and the other manufacturer didn't have a well thought out agreement and I think the dealer is getting away with it.
The problem with "forcing" a dealer to work on your boat is they may take it in, but it may sit there for months! It shouldn't but it may.
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Old 02-11-2019, 01:16 PM
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Originally Posted by N747JB View Post
The problem with "forcing" a dealer to work on your boat is they may take it in, but it may sit there for months! It shouldn't but it may.

I don't think anybody is "forcing" a dealer to do this. I believe they agreed to do it when they became a dealer. If they don't like the warranty work, they can drop the product line. And say goodbye to the money made on sales, referrals, non warranty work, etc...

It isn't a simple math problem where x-dollars per hour on warranty isn't worth it. They need to factor all the other benefits as well, as those add value to the warranty work time. It's easy to say something like "Yamaha doesn't pay me enough for warranty work", but when servicing and selling that product is the bulk of your business, you sometimes have to eat the "loss" on a warranty repair for those other benefits. If I am a brand, and my dealers don't support all of that brand's customers, they are no longer dealers, and I will send my customers elsewhere for everything.
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Old 02-11-2019, 01:19 PM
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Originally Posted by N747JB View Post
The problem with "forcing" a dealer to work on your boat is they may take it in, but it may sit there for months! It shouldn't but it may.
yup

or they may do shit work, take short cuts, scratch it up, or as one guy said steal things off of it such as electronics

one local dealer takes an interesting and what i think is a professional approach. if you contact them for service, they will say they give their customers priority but are happy to help, check their work log and usually say its 3-4 weeks wait (and this is after spring commissioning craziness, i.e. june-july timeframe). they are either being honest or that is their way of saying ya you should look elsewhere for service. you think if someone was a month backed up they'd want to hire additional help to get jobs done quicker and thus be able to do more business but who knows...
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Old 02-11-2019, 01:21 PM
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All this chat makes me grateful for my local dealer. You need work done, bring your boat it. They'll take care of it. They know that warranty work is relatively uncommon when you compare to sales, service and repair, and that prompt and effective warranty service often gets you a customer for life. It is mind blowing to me that somebody runs a business and doesn't operate this way.
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Old 02-11-2019, 01:23 PM
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Originally Posted by N747JB View Post
The problem with "forcing" a dealer to work on your boat is they may take it in, but it may sit there for months! It shouldn't but it may.
A different way of thinking about it is if a dealer should always put his customers first? I suspect that many will say yes, of course.

Dealer is working on his customer's motors. A non-customer wants some work done on his motor. It is oneth June. Dealer says OK, when I can get to it. Park it over there under that big ole oak tree.

Before dealer can get to the non-customers motor, more customer motors come in. They go ahead of the non-customers motor.

Maybe by around January or February the dealer finally gets some free time to work on a non-customers motor. The non-customer is probably long gone. He finally got tired of waiting. Maybe took it back to the dealer he bought it from who gave him a hellava good deal.

Is the dealer a sumbitch for giving his customers priority? Or should a long time loyal customer of the dealer have to wait to have his motor repaired while the non-customers motor is repaired?
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Old 02-11-2019, 01:27 PM
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Originally Posted by alloyboy View Post
A different way of thinking about it is if a dealer should always put his customers first? I suspect that many will say yes, of course.

Dealer is working on his customer's motors. A non-customer wants some work done on his motor. It is oneth June. Dealer says OK, when I can get to it. Park it over there under that big ole oak tree.

Before dealer can get to the non-customers motor, more customer motors come in. They go ahead of the non-customers motor.

Maybe by around January or February the dealer finally gets some free time to work on a non-customers motor. The non-customer is probably long gone. He finally got tired of waiting. Maybe took it back to the dealer he bought it from who gave him a hellava good deal.

Is the dealer a sumbitch for giving his customers priority? Or should a long time loyal customer of the dealer have to wait to have his motor repaired while the non-customers motor is repaired?

They are all customers. IMHO, it's first come first serve. What other business operates this way? In my practice, I can't move the cash pay patients ahead of the HMO, nor would I consider that the right thing to do. Can the grocery store make the food stamp folks wait until all the cash pay customers are out of the way?

This is short sighted and non sensical. If you are too busy to service the warranty claims on a product you are offering, best to dump the product. But then, how busy would you be???
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Old 02-11-2019, 01:27 PM
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I would be shocked that the dealer/franchise agreement would allow the dealer to charge more for a warranty claim than what the factory pays. I'm in the auto business and within that you can go to any dealer in the country and have a repair done under warranty with no cost to you. Now if a dealer pushes you aside in the service dept - that's another discussion. I personally think that approach is bad business. If a dealer were to service a boat through both regular service and warranty work he would make more money than on the original sale. I'd be curious to know if the factory is aware of this upcharge practice
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Old 02-11-2019, 01:41 PM
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Originally Posted by alloyboy View Post
A different way of thinking about it is if a dealer should always put his customers first? I suspect that many will say yes, of course.

Dealer is working on his customer's motors. A non-customer wants some work done on his motor. It is oneth June. Dealer says OK, when I can get to it. Park it over there under that big ole oak tree.

Before dealer can get to the non-customers motor, more customer motors come in. They go ahead of the non-customers motor.

Maybe by around January or February the dealer finally gets some free time to work on a non-customers motor. The non-customer is probably long gone. He finally got tired of waiting. Maybe took it back to the dealer he bought it from who gave him a hellava good deal.

Is the dealer a sumbitch for giving his customers priority? Or should a long time loyal customer of the dealer have to wait to have his motor repaired while the non-customers motor is repaired?
So if you move, you are just fucked? or do you have to drag it back to the city/state where you use to live?

This has to be a east coast/ Florida thing. No one I have dealt with along the Gulf coast/Texas does this.
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Old 02-11-2019, 01:58 PM
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Originally Posted by Jeepman View Post
So if you move, you are just fucked? or do you have to drag it back to the city/state where you use to live?

.

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Old 02-11-2019, 04:07 PM
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i had a jeep that I bought new I later moved when it needed warranty work I took it to the closest dealer they were beyond great between my wife and I we bought 4 cars from them I always thought the service department will sell more cars than and get more repeat customers than price . Not to mention word of mouth recommendations is the best advertisement money cant buy
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Old 02-11-2019, 04:22 PM
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Default Warranty work

Any warranty work I have had to get done , either motor or boat had to get approved by manufacturer .
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