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Owner Linwood Parker's Official Response to Poor Customer Service Allegations

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Owner Linwood Parker's Official Response to Poor Customer Service Allegations

Old 03-14-2019, 02:30 PM
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Exclamation Owner Linwood Parker's Official Response to Poor Customer Service Allegations

On Wed, March 13, 2019, an official letter was sent to Out On the Reef from our owner Linwood Parker. The letter outlined the timeline of events and a recap of conversations Linwood has had with Out On the Reef, including our offers to pick up the boat for repairs, buy back On the Reef’s boat, and exchange it for a new boat of the same specs with his local boat dealer. As most of you are aware, all of these offers were rejected by Out On the Reef.

We are unable to make any decisions about Out On the Reef’s boat without inspecting the product first-hand. We have sent Out On the Reef our official offer requesting his signature asking that the following steps be taken:

• Out On the Reef will deliver the boat back to his boat dealer

• Transportation has been arranged by Parker Boats to bring the boat back to our North Carolina plant

• Parker will assess the boat

• Out On the Reef will be contacted to discuss the findings. If their findings are in line with ours, a replacement boat will be scheduled for Out On the Reef as soon as possible.

• Parker will arrange the return of the boat to Out On the Reef’s boat dealer.

To provide everyone with complete transparency, Parker Boats has posted the letter sent to Out On the Reef on our website. Out On the Reef’s personal information has been deleted to protect their privacy.

As a boat builder and business owner of nearly 50 years, Parker takes every customer request seriously. We feel we have gone above and beyond in trying to rectify what we recognized as a problem for Out On the Reef. Our company has taken the necessary steps to ensure quality control measures are taken in the future to prevent such problems. We hope to resolve this issue soon.




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Old 03-14-2019, 02:34 PM
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Nice letter Robin

im sure you, like most of us recognize that OOTR is simply being non-cooperative with the inspection and repair in an attempt to extort additional money from your father and Parker boats.

He is acting as a juvenile.
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Old 03-14-2019, 02:43 PM
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I’ve seen too many of these events unfold on THT. In this case I would happily purchase a Parker boat in the future.
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Old 03-14-2019, 02:43 PM
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Oh shit
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Old 03-14-2019, 02:46 PM
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Great response Robin and welcome to the crazy world of THT!
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Old 03-14-2019, 02:50 PM
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Thanks Robin,
Again, Linwood and the rest of the Parker family stand tall!!
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Old 03-14-2019, 02:53 PM
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Why was this boat allowed to leave the factory in the first place? That's the first thing that should be addressed.
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Old 03-14-2019, 02:56 PM
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Www.parkerboats.net/public Linwood’s official document
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Old 03-14-2019, 03:02 PM
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Originally Posted by Brezinup View Post
Why was this boat allowed to leave the factory in the first place? That's the first thing that should be addressed.

If you followed the entire post from the beginning, Parker already stated the problem was addressed..
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Old 03-14-2019, 03:06 PM
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Because people are human and people make mistakes. What makes a person or company is what you do when you make a mistake. Parker can’t change the past but have already take steps to make sure this doesn’t happen again. And they are more than owning the situation and trying to take care of the customer.
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Old 03-14-2019, 03:09 PM
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Well done. Nobody could reasonably ask for more.
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Old 03-14-2019, 03:09 PM
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http://www.parkerboats.net/public is the link to Linwood’s official response
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Old 03-14-2019, 03:10 PM
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Originally Posted by Brezinup View Post
Why was this boat allowed to leave the factory in the first place? That's the first thing that should be addressed.
Everyone agrees that the boat should not have left the factory as it is. But Parker has stated that they have taken steps to make sure that won’t appen again. Now if the owner of the boat wants a new boat he can work with Parker. If he doesn’t he can keep making videos. It’s really up to him.
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Old 03-14-2019, 03:17 PM
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I can understand the boat owners reluctance. He would be without a boat, probably quite awhile. He has already gone through the time and expense to add things that makes his boat unique to him and I'm sure he doesn't want to go through that again. However he should acknowledge and thank Parker Boats for all the options they have offered him. They admit mistakes were made, should be end of story.
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Old 03-14-2019, 03:25 PM
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I have a 2005 21se and just bought a 2015 25xld and have had ZERO problems. Great boats! Sure, mistakes happen, but it sure sounds like Parker is doing everything possible to stand behind it. What more can you ask for??
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Old 03-14-2019, 03:35 PM
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Originally Posted by phillipgo View Post
I can understand the boat owners reluctance. He would be without a boat, probably quite awhile. He has already gone through the time and expense to add things that makes his boat unique to him and I'm sure he doesn't want to go through that again.
So, the issue did not suddenly appear. He chose to ignore it, or, didn't notice it till after all the alterations.

Thats not Parker's fault. They basically offered him a new boat. That's more than fair. It's like he wants a new boat AND to be compensated for his time and effort. It doesn't work that way, and I'm certain the warranty doesn't address that. He should take the new boat and STFU. If I was in charge of Parker, I'd set a time limit. You've got 30 days to pick up your new boat. Otherwise, we'll see you in court.

Good Gravy, compared to most of the crappy boat companies that get complained about on THT, Parker has bent over backwards.

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Old 03-14-2019, 03:37 PM
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Robin,

Great post. I talked with you during the build of my 2019 2520XLD. It was built when the delivery had to be delayed because of the hurricane last year that forced the closing of the factory and the evacuation of the surrounding area. Some people will never be satisfied. This guy is obviously looking for his 15 minutes of fame. Anything that is crafted by man can and will be flawed. I know my boat is not exactly like any other and that is what makes Life Support special to me. She survived a hurricane on the factory floor and is now slipped here near my home in "the other Beaufort" in SC. Thank you for being a stand up company and if the need ever arises again, I would order another Parker from my local dealer. The entire process was a great experience.

One of many very happy Parker owners,
Steve
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Old 03-14-2019, 03:40 PM
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Great for Parker to step up but one question. Still curious how it is a one day fix per the other thread on this. Below is a partial from the original comment.

For those unfamiliar with the boat manufacturing process, correcting the measurements on Out on the Reef’s 2120 is a one-day fix. It requires us to simply release the deck, lift to make the adjustments pointed out in Out on the Reef’s video, re-install, bond the boat, replace the bumper molding, shine and finish. Out on the Reef refused this offer and asked Parker Boats for financial compensation to fix the boat himself. This request was denied. Fixing the boat in our NC plant is the only way for Parker to ensure that the next boat owner purchases a flawless boat.
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Old 03-14-2019, 03:42 PM
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If I were parker I would offer to build him his exact boat and deliver it, take away the current boat when they deliver the new one. That would be the end all be all good gesture and the owner would have no excuse not to accept.
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Old 03-14-2019, 03:47 PM
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If they would have just hung that door a little out of plumb, OOTR may have never noticed.
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