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Needing to vent: wife has heard enough

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Needing to vent: wife has heard enough

Old 05-11-2018, 12:11 PM
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Default Needing to vent: wife has heard enough

So we bought a brand new Sun Tracker Fishin Barge 22 DLX with a 150 four stroke. We were super excited about our purchase. Took delivery a couple weeks ago and got it on the water to start the outboard break in process. Ran beautifully, handled great, looking forward to a great summer on the water. 40 minutes into the break in run and the oil pump fails. Take it back to bass pro and the verdict is the motor is shot. Mercury is sending a brand new motor. OK, no problem. These things do happen. I work in manufacturing and know all about latent failure and out of box failure.

Within 5 days the new motor is shipped, received and mounted. Here's where tracker marine starts loosing my confidence in their competency. I find out that yes, the boat is done (I had to call to find this out) but I can't pick it up because there is a issue with the bank that because the motor serial number has changed the loan notes and titles all need to be changed. OK. Would have been nice if they had contacted me about that instead of me hounding them to get my boat back at the height of the spawn but OK....technicalities. I can deal with that.

Call 4 times and leave 4 voice mails and 2 emails to the service manager that "hey, since the boat is held up for red tape I wanted to be sure the hour meter that I indicated wasn't working from the start when I took delivery will be repaired also since it is stuck. Would hate to pick it up just to have to bring it back in". No call backs. No email response.

I called today and was transferred to the service center only to get a message that the call could not be completed as dialed. I called back to sales and told them I am unable to get through and haven't been able to get through all week. He personally connected me with the parts desk. I asked him if the hour meter issue had been resolved since I hadn't heard anything. He informed me tracker marine boards don't have hour meters. I insisted it did. It was one of the "Hey cool" things on the boat walk around. I invited him to take a walk out to his lot and look directly below my throttle control at the dial gauge that says "hour meter" and is stuck at .3 hours. He informed me he was sorry but tracker marine boarts don't have hour meters. I call back a couple minutes later and ask for the sales manager. He is supposed to be on my side. He is supposed to be the buyers bridge to all things service. He tells me the same song and dance. "Tracker boards don't have hour meters." I informed him "The sales manager, mind you" that 2018 added an hour meter to sun tracker boards. It's on the website, and in the brochure I was handed 2 months ago while shopping. He said he saw that email and was confused because he didn't think, and his service department didn't think, and none of their documentation indicates (I guess they don't reference the product brochure) the boat had an hour meter. I said "If you were confused, why didn't you respond to my request??!! Why am I having to call you to train you about the boat you are selling?"

At this point I have lost all confidence in the competence of both my local tracker marine sales department and service department. I believe the techs in the bay do a fine job, but their management is very lacking. The sales staff (I know, no commision $11/hour, but still) are clueless. I had to show the guy how to print off a form on his computer, then had to show him how to run a debit card for the deposit on the boat.

To get an outboard warranty replaced has now taken over 2 weeks, 6 phone calls and 3 emails that I had to initiate in order to get any information. The business office didn't find out about the outboard change until the outboard was already installed, delaying paperwork for a week. The service manager didn't know paperwork was involved in a outboard swap. The excuse I got...."He has only been her a couple months." The excuse for not getting back to my email "I was off a couple days". Funny, when I am on vacation my factory doesn't just stop and wait for me to return, and I don't have direct contact with the consumer.

I really hate being a jerk. I try and find every excuse to see the positive but a person can only take so much. I now know why tracker boating centers have such a horrible review. Lack of communication and severe lack of product training is keeping them from being an outstanding retail and service center. I know there are bigger problems in the world than not having a brand new boat for a couple weeks but it's very irritating. Anyway, thanks for reading my rant and look forward to comments or similar experiences.

PS question: At what point do you contact a lawyer when your property is not being delivered back to you in a timely manner? We are a long way from that but just curious.
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Old 05-11-2018, 12:30 PM
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Why don't you just go there, you get a lot more accomplished by a face to face than phone calls or email. You can show them the hour meter while you are there.
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Old 05-11-2018, 12:31 PM
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Mistake # 1, buying a boat from a big box store that is made by a big box store.

if nothing else, take it to any other mercury dealer.
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Old 05-11-2018, 12:33 PM
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"To get an outboard warranty replaced has now taken over 2 weeks"
You did really, really well.
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Old 05-11-2018, 12:39 PM
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Originally Posted by richinct View Post
Why don't you just go there, you get a lot more accomplished by a face to face than phone calls or email. You can show them the hour meter while you are there.
For starters I live 40 minutes away. Second what's the point of supplying contact information if it isn't going to be used? Third, I showed the tech the day I dropped it off. Yes, face to face is always best, but not always practical.
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Old 05-11-2018, 12:41 PM
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Originally Posted by Team Rock On View Post
"To get an outboard warranty replaced has now taken over 2 weeks"
You did really, really well.
I think you missed something. Mercury did excellent, The service techs did excellent. The office staff failed, both clerically and with their customer service follow up.
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Old 05-11-2018, 12:50 PM
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I can see how they over look having to change info on the loan. How many times do you think they replace a motor on a new boat? I'm guessing that you also financed the boat through them?
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Old 05-11-2018, 12:52 PM
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I've heard this same story sooooo many times about my local Bass Pro but every time I go there the yard is always full of boats awaiting repair/service. One would think the word would get out and spread like wildfire.
Personally I wouldn't even buy a part from them, I'd go to another dealer or order over the net.....
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Old 05-11-2018, 12:56 PM
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Originally Posted by fishingfun View Post
I can see how they over look having to change info on the loan. How many times do you think they replace a motor on a new boat? I'm guessing that you also financed the boat through them?
Correct. And I think that was the factor that required the paperwork change. I think if I had an outside lender it would have been a non issue. Again, that was no big deal. It was the lack of communication between the two departments and and with me that is frustrating. Then being told "your wrong" instead of "hey, we'll check that out and get back with you". I tell him where the gauge is located and he tells me it isn't there? I spent too much money with them to not get a few minutes of their time when their product is defective.
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Old 05-11-2018, 12:57 PM
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I'd get my money back....this is a shit show.....that boat is like a hot chick with herpes.

Good on mercury....that's about it.
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Old 05-11-2018, 12:57 PM
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Unfortunately this is exactly how I was when I first started boating. I want it now, I expect a 45min oil change like a car, I expect you to earn my business.

You would think the Marine industry is just like everything else but it's not.

It took 2 weeks for my first 100hr maintenance. And that shop came highly recommended.

Learn your boat, learn your motor, learn to do everything yourself so you do not need to rely on a shop.

Also, poor customer service is so common we have grown to expect it. When you experience good service, remember it.
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Old 05-11-2018, 12:59 PM
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First, if you got your outboard replaced in 2 weeks, that is outstanding service.

I can understand how the paperwork would go wrong with the bank.

As for the hour meter, I just looked at the brochure and sure as hell they have included a $19 1966 technology hour meter on the boat. This is especially bizarre since the engine itself has an electronic hour meter in it, (which is not in any way tied to the hour meter you’ve got) but looks like this was a base gauge package all around.

I agree that you shouldn’t be training the sales staff on their boat, but this is a pretty trivial change to the production line and should be a 5 min fix. Why no one could be bothered to go look and see what you were talking about is amusing.
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Old 05-11-2018, 12:59 PM
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Also, call your insurance and provide the new motor serial number
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Old 05-11-2018, 12:59 PM
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Originally Posted by Bailey Boat View Post
I've heard this same story sooooo many times about my local Bass Pro but every time I go there the yard is always full of boats awaiting repair/service. One would think the word would get out and spread like wildfire.
Personally I wouldn't even buy a part from them, I'd go to another dealer or order over the net.....
I totally agree but being the first time, and only 4 days after taking delivery, I had to see for myself. My thinking was "Yeah the reviews are questionable at best, but with so many stores and so much business, maybe it's just a fluke." Lesson learned. The sales side didn't bother me so much. I did my research so I didn't need any expertise from them. Thank goodness. They were clueless.
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Old 05-11-2018, 01:11 PM
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My experience with my local tracker marine center has been nothing but positive.
I can see the techs not knowing there was an hour meter if that was something new to the lineup. The sales staff should have known about it though.
When dealing with a lot of topics the only difference between you and an expert is the expert wrote a book about it. When it's all said and done usually you know just as much if not more than the expert.
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Old 05-11-2018, 01:22 PM
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Wow talk about a runaround! I had a similar experience with a Jeep I bought new back in the early 90's. The warranty back then was 12,000miles/12 months. The had problems with it the first week I owned it and the problems never stopped. After 30+ warranty repairs....yes over 30 I had enough of it. I couldn't get the manual transmission out of 3rd gear, I pulled so hard on the stick that I was afraid I would bend it but nothing worked. I had 12,3xx miles on so I was 300 miles out of warranty so I took it back to the dealer, by this time they all knew me and I knew all of them. They found there is a valve between the engine and transmission that went bad, the engine had to be taken out to repair it at a cost of $3K+. I said it's only 300 miles out of warranty and the part was obviously defective because I couldn't have done anything to make it break.

Long story is the dealer called in a rep from Jeep/AMC and he told the dealer he would get back to them. After 2 weeks I didn't hear a word and I had a payment due. I stopped at the dealer and started taking all of my personal stuff out of the Jeep and the shop mgr came over and asked what I was doing. I told him that I was done and I don't want the Jeep anymore, no matter if they fix the valve under warranty it's only a matter of time before something else breaks. He told me that I can't just abandon the vehicle.....yeah watch me. I called the bank and told them that the dealer had the Jeep so they need to contact them for the car payments. The person at the bank started giving me $hit about me still being responsible for the payments so I told them to go ahead and repossess it, I don't care what you do with it and I hung up on them.

I'm not saying this would work in your case but it did in mine. The Jeep rep finally agreed to replace the valve under warranty after 3+ weeks, the rep told me he expects me to say positive comments about how Jeep works with their customers. I just looked at him and laughed and told him he must be kidding! I worked a deal with the dealer to trade in the Jeep for a couple of year old Suburban.
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Old 05-11-2018, 01:39 PM
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Originally Posted by Openingshok View Post
For starters I live 40 minutes away. Second what's the point of supplying contact information if it isn't going to be used? Third, I showed the tech the day I dropped it off. Yes, face to face is always best, but not always practical.
So if you don't want to drive 40 minutes to straighten out the problems then keep calling and emailing and quit whining about it.
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Old 05-11-2018, 01:41 PM
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That really sucks. I don’t know if this will work for you, but a installed VESSEL VIEW on a 60hp Mercury on a new Whaler. Now I get all the engine data I want, including hours, etc. Easy to install. Works from your phone.
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Old 05-11-2018, 01:43 PM
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‘Not practical ?’ Expect the run around then. Typical MO.
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Old 05-11-2018, 02:00 PM
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Lawyer up. Demand a new hull. Pics of wife.
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