Worst luck with service dealers!

[Norboo]

Why do I have the worst luck with boat dealers?
I do fine with car dealers and any other service places but for whatever reason, when it comes to boat service, I have the worst of luck.

My boat:
242 LS 2012, bought new.
Had engine replaced 2013.
Total time on the boat. 29 hours.

Dealers:
Coleman Power Sports (where the engine was replaced)
Lake Anna Marina (“LAM”) (where the boat is now)

Thing I needed done:
Port engine leaked oil while stored over winter. (Had this engine replaced, has 10 hours on it).
Shower spray doesn’t work
Stereo shuts off when I turn on or off docking lights
Boat cover came undone at the seams (hardly used)
Horn is dead
10 hour service for the port engine and spring tune-up

Total time it took:
Dropped off: 4/1/2114
Picked up the boat: 6/19/2014
Took the boat back: 6/27/2014
Dealer kept my boat for almost 3 months. Still having SAME issues, I had to take the boat back.

To keep the 30 page rant to a minimum, I’ll be brief as I possible.
Please don’t ask why I replaced the engine that will add another 20 pages.
I had oil leak over the winter storage on my port engine. Didn’t want to take it back to a place where they installed the new engine because they have few monkeys in the back that installed it and service manager is a kid (teenager) that must be a recent GED graduate.

I talked to the owner at Coleman's and made sure they will stand by their work and took it to the next dealer closest to me. (Hour and half).

Dropped the boat off 4/1/2014. Service manager said they are backed up about 2.5 weeks. I told him, that’s fine. Gave him a detail list and history of the boat along with what he need to check, trouble shoot and fix. Everything was written in detail.

Months goes by no word, I call them and they said they are back up about a month and they should get to my boat soon. 2 weeks later I called them again, nothing. I asked them to get start on the warranty issues and trouble shoot them now so we don’ have to wait for parts or approval from Yamaha. Service manager said he would get started right away. 2 weeks go by and they called and said that they couldn’t find any problems with the engine and they are waiting on a parts and approval from Yamaha. Almost 3 weeks later, they call and said the boat is ready to be picked up. They said they couldn’t find any issues with the engine and it must have been a lose oil filer. They also said that “they must have the magic touch” cause stereo works fine and it doesn’t turn off when clicking the docking light switch. As for the rest, they said they too care of it and charged me for oil and cleaning the oil at the bottom of the engine compartment.

I picked up the boat and drove to my marina to unload, soon as I opened the engine compartment, I saw oil at the bottom still. I assumed they forgot to clean it but charged me anyways. I took the boat out for a quick spin and put it in storage. Came back the next day, took it out for about 30 minutes. Had her dry docked and looked over the boat. Saw what seemed like more oil and it has gone into the ski locker as well. I came back day later to check on the boat again and saw all the oil has leaked out.

I called the dealer and took the boat back. They sent me out to meet the mechanic that worked on the boat so I can explain and show him what the problem is. Mechanic had the worst attitude and almost hostile towards me as if I caused all this. He was super defensive before I even got a hello in. I also brought the issue about the stereo and I thought he was going to lose it. His voice went up and said there is nothing wrong with it. I demonstrated the problem and showed him the oil in the engine compartment. He mumbled something and just walked away. I wait for him to come back so I can give him all the paperwork. He never returned. I went looking for anyone so I can give the paperwork and leave. I found someone in the shop and dropped everything off, went back to the office and asked for the owner. Owner said he will check on everything and call me to give me an update which should have been yesterday. I have not heard from him as of yet. They had the boat almost 3 moths when I first picked it up. I took the boat in early Friday morning.

Forgot to mention, on one of the calls I made to the dealer, I spoken to “warranty manager”, rude guy BTW said I didn’t buy the boat from them so, I that’s why it’s taking so long. Customers that bought the boat form them gets top priority.

What am I doing wrong here? Do you have problems with boat service dealers?

 

[itsdgm]

WOW that sucks. Did you ever find the source of the oil leak? Have you checked your oil cooler bolts?

 

[Evildwarf]

This seems to be a common experience with boat service dealers.
I don't think it is universal though since there are plenty of stories of boat dealers going the extra mile to solve issues for customers.
Perhaps the key element that allows this kind of poor customer service "culture" to exist in the boat service industry is that often the dealer is the only show around and they know it so there is no motivation to fix problems. Competition between businesses is good motivation to identify and fix issues with service delivery so if there is no competition then no motivation to identify and fix problems.
The kind of customer satisfaction issues that exist in the boating industry would never take root and flourish in an industry like the auto, restaurant, or retail industry. Issues exist but are generally solved within the business or by customers going elsewhere in search of service.
Unique to the boating industry? Not sure but there does seem to be a lot of f#%¥ed-up stuff that happens in the service bays.
What's up with the 2 months service time? Working on these fiberglass shells with motors can't be more time consuming than working on a high performance automobile. Yet the auto service is done rapidly.
Anyways, sorry for your troubles but the problem seems fairly universal throughout the industry so don't take it personally.
The boating service industry, where even crack-heads can keep a job!

 

[Yamborghini]

This sounds like a buddy service shop.
If you aren't a buddy.
Don't expect service.

 

[Norboo]

4 O-rings replaced on the oil intake is what I think they said. Labor and parts little under $200.
Still trouble shooting why the stereo shuts off when I click the docking light switch.

 

[Murf'n'surf]

Sorry about your troubles. We will try to get you some fixes.

Do you have an amp? Is it the head unit turning off or just volume?

So does the radio come back on only when you turn off the lights? Give us some more details on that.

 

[Norboo]

Sorry about your troubles. We will try to get you some fixes.

Do you have an amp? Is it the head unit turning off or just volume?

So does the radio come back on only when you turn off the lights? Give us some more details on that.

dealer has it and they are working on finding the problem.

 

[Geiger41]

What we have here is that your situation is FUBAR

 

[David Analog]

That is a terrible shame.
There are always two sides to every story but this just seems like overwhelmingly really bad service.
All to often service operations stab jobs to take the work out of the market knowing that their time estimates are not accurate.
Some do it on purpose, which is dishonest, while other dealers appear to be very logistically and operationally challenged.
It's amazing that there are those who are immersed within the problems who connect recognize simple cause and affect.
I think with car dealers they are mostly very sophisticated business people. Throughput is paramount. Competition is brutal, everywhere, and by no means do they have a captive customer base. In contrast, it often appears like no one at a boat dealership will ever die from hypertension.
A service writer should never hand off a customer to a technician unless that technician is well-equipped to deal with confrontation (and I don't necessarily mean confrontation in a combative sense). Communications under pressure is generally not the technician's stock and trade. The service writer should have escorted the entire matter.
Giving priority service to those who purchased their boat from the dealership, especially through the peak season, is reasonable, but to conceal that policy until after-the-fact is stupid, and could be just an excuse. I wouldn't take every statement for face value.
So I would do this. Proceed with a factual account, all documented, and sent via email and in duplicate via certified letter. Not a bad idea to cc an attorney if you have one. No nonsense. No barbs. No insults. No emotion. No threats. Always staying precisely on subject. Just very accurate facts. If the dealer has any sense they will understand exactly what you are preparing and make your satisfaction top priority.....or give you your money back so that you can get serviced elsewhere.

 

[Gym]

I remember you having issues with this last year @Norboo. I believe I read this on the other site because I remember the dealer name. Correct me if I'm wrong but I believe Coleman Power Sports is primarily a motorcycle dealer that also sells jet skis and some boats. They don't appear to be located on or near the water so it's unlikely they can test all of their work. If that's true Yamaha has had trouble with this type of dealer. I was told this by the owner of Long Lake Marina in Maine. They are a Yamaha BOAT dealer. They sell and maintain Yamaha boats and jet skies. The problem with the motorcycle dealers is they are not always properly trained to work on the watercraft.

I think @David Analog gave you some good advice as to how to go forward. However, if they are ill trained and ill mannered I'm not sure you will fare any better. You may need to call Yamaha corporate with your concerns. If they have had complaints from this dealership they may suggest another to keep you satisfied. I hope this works out as you've sure had more than your share of grief.

 

[latitudeadjuster]

Lake Country Marine at Lake Anna is the worst. They are very arrogant, very defensive and that's all the employees and that is because the owners (who are the sales people) are that way.....I just go buy general items there. When I sold my boat FAST in July I was gonna need one FAST right?? They had one at LKM but I went to Fredericksburg Motorsports and as I drove up I seen the boat I wanted and purchased. Its only 30 minutes from Lake Anna if ever in need. I used to deal with them when I had Seadoos back in the 90's. I wouldn't bring mine to LKM for anything in the world. Google a BBB complaint with Lake country marine....I bet the story is very familiar to yours. I have a little story of my own from there.....not pleasant!

 

[rkluck]

Sorry to hear about your problems. It sounds like you have been very tolerant. Contacting Yamaha is good suggestion. You may have to consider logging complaints with the BBB and remind the dealer that you all the facts to discuss with local TV and share on the web. If this is a motorcycle shop I bet those bikes are getting priority as well. Get your boat fixed and out of there.

 

[Master-Spud]

I never quite understood why dealers do that with things not bought from them. What better way to get new customers then treat ones that didn't buy from you GREAT! That way maybe they'll decide to shop there in the future because of their great service. If they treat you like crap why in gods name would you ever buy a boat from them in the future. Just doesn't make sense to me.

 

[latitudeadjuster]

no this is a boat dealer only with their own marina no motorcycles. they're not even associated with the Better Business Bureau as you can see in the report. no problems here I Drive 20 extra minutes to get to Fredericksburg Motorsports they do have motorcycles but do take care of their boats

Norboo is correct their motto is "You didn't buy it here, so your in Que 2.5 weeks out to look at"

 

[rkluck]

Just a plain bad dealer? They won't be around for long if this is how they operate.

 

[sysinu]

:-(. Seeing a trend of bad dealers. If the BBB doesn't work, maybe there needs to be some type of "jet boat dealer shit list". Sorry to hear about all your troubles, hopefully it turns around. Only thing I can think of is being super active and calling them 3-4 times a week for status updates =\.

 

[latitudeadjuster]

Oh no, they bought the marina and all a few years ago. They are not going anywhere. They got plenty of money and will drive the Yamaha name in the water (ground). They have been this way since 2006 at least. Nothing changes....lol...call them up and ask some questions in their store....lol...you will get a little taste. Worst yet ask as if you are a newbie......They really hate service questions.

I never really needed anything from Lake Country Marine anyways. If I needed something small I ordered online.

This is my story from Lake Country Marine at Lake Anna Va.
My boat was in covered storage outside at the marina next door to LKM. A huge snow storm hit and blew snow off their valet building onto the storage covering my boat. The roof collapsed and crushed the SB side windshield. I told the insurance, sure let them fix it they are right next door. So they came over got the boat and fixed. That summer we were on the water and both engines were running but the tach wasn't working. I looked but was a newbie so I had no clue. Then the next day, fuel gauge said half tank I wondered man I m getting great fuel economy on this boat......well the fuel gauge wasn't working and ran out of gas....THAT SUCKS. So I called the dealership and they said and this is their normal response....we will look at it for $125 per hour. I was like you all just put my windshield on and possibly left both items unhooked. They said we never got under there....WHAT you just installed a windshield.....anyways I figured both items out and went on my way. ALSO....the windshield was crushed and they left glass in the boat and in the seat......The service manager said we wouldn't have done that......OMG so Im making this up? SMDH

They really are the WORST to deal with....when you go in there you feel like you need to walk on eggshells.....pitiful!


Glad I dealt with Fredericksburg Motor Sports for the new boat!