What happened to Customer Service

backlash · Posted: Sat Dec 03, 2016 2:00 pm Post subject: What happened to Customer Service

So in researching every angle I can in preparation of ordering a new C-Dory I have not found a more frustrating experience in trying to purchase anything with a price tag north of $100 in my life. It seems most folks aren't interested in sales unless you're standing in front of them. My preferred communication in researching is email for a couple of reasons. It gives me a written record of conversation that I can file away for reference. I'm also very busy and tend to do more research in the evening hours when most dealers etc are not accessible.

NMI Factory, contacted twice in two weeks. No response.

Pacific Trailers, contacted 2times in two weeks plus a phone call. Nothing.

Waypoint Marine, contacted once, to be fair only been 3 days but still no contact.

That said Marty at Master Marine, when I contacted him a couple of months ago was awesome. Guess I know which way I'm leaning.....
Also PDR Marine Fabrication was almost instantaneous in response time.

Am I alone in this quandary?

Foggy · Posted: Sat Dec 03, 2016 3:23 pm Post subject:

You are not alone.

Keep at'em. Don't give up. Wear'em down until you are heard.

Let'em know you are really serious and have 'the green' ready to spend
and you'll be amazed how fast you will become important, the center of
attention.

Believe me - works every time.

Aye.
Grandpa used to say, "Non Illegitimi Carborundum" or
"Don't let the bastards grind you".

NancyandBud · Posted: Sat Dec 03, 2016 4:09 pm Post subject:

You are not alone.

In fact, I complimented a business the other day for 1. Having a person answer the phone. 2. Being knowledgeable about the product. 3. Acting like they wanted me to be a customer.

Harder and harder to find for some reason.

I've never owned or run a business so I don't understand why anyone would want to discourage a customer from spending money with them. I today's competitive business environment, I would they they would go overboard in trying to get new customers and keep existing ones by providing outstanding customer service.

As an aside, Enterprise Leasing is fully committed to outstanding customer service. They will do what it takes, within reason, to make the customer happy.

Riverjohn · Posted: Sat Dec 03, 2016 4:22 pm Post subject:

hardee

South of Heaven · Posted: Sat Dec 03, 2016 5:49 pm Post subject:

I agree with you Backlash. I've already had several bad experiences in the past year and a half with a shop, a NH C Dory dealer and other marine related people. Some folks just dont care and are so unprofessional. Obviously there's tons of great marine folks as well but ONE bad experience will overpower that.

+1 on Marc from Wefings. Professional and nice guy.

BillE · Posted: Sat Dec 03, 2016 6:21 pm Post subject:

A little perspective from one who has owned and run a business----while I agree that customer contact is crucial, over the years I have received many email inquiries but I have never gotten a sale off an email. Never! Fact is, most email shoppers are scanning everywhere for the lowest price. If you are not a price-based seller---which usually means that you offer nothing but the product, before or after the sale--- then you are not going to get that business. Oh I still respond to every email, but I don't expect anything from any email contact.
And neither do any of these boat sellers.
Now a phone call should be answered by someone with the answers! Also remember that manufacturers are not sellers and are sometimes ill-equiped to deal direct with the end user. That is not their skill set, and why they have dealers.
I have met Marc, he is a good guy, and that is where I would buy if possible. Good luck.

TyBoo · Posted: Sat Dec 03, 2016 7:02 pm Post subject:

Have you tried Sportcraft Marina in Oregon City? Like Marc and Wefings they are a long time sponsor of the C-Brat site and I have heard only good things about their service dating all the way back to 2001 when I bought my first C-Dory from them.

jarobi · Posted: Sat Dec 03, 2016 7:10 pm Post subject:

Have you tried Sportcraft Marina in Portland? Tim Gelbrich answered my questions on the phone and in person about new and used boats and even steered me to C-Brats. I haven't bought a boat there, so I can't comment on service after the sale but I appreciated the friendly low pressure way they dealt with my tire-kicking.

I see Tyboo beat me to it. Very Happy

thataway · Posted: Sat Dec 03, 2016 7:10 pm Post subject:

NMI builds great boats--and that is where their skill is. Marketing, selling, etc---not. Even when the C Brats gave them good marketing hints and support--nada.

In the last 15 or so years, it has been a sleigh ride for the C Dory brand--with multiple builders...but most likely the best of the builders is NMI.

You need to pick your dealer, let them get what you want--answer your questions--that is what you pay for.

Marc Grove is a good friend, and a terrific C Dory dealer. However, I would use someone nearer you.--Master Marine has a good reputation.

I have purchased a number of items based on e-mail response--perhaps it depends on the type of product. I can name a number of internet marine retailers, such as BOE, International Marine, and a number of others who do a lot of business related to e-mails correspondence.

backlash · Posted: Sat Dec 03, 2016 7:15 pm Post subject:

Catman · Posted: Sat Dec 03, 2016 7:54 pm Post subject:

Backlash, I'll offer a big thumbs up for Marty at Master Marine. He's been very helpful and available when I've contacted him. And MikeR can speak with more authority regarding his MM experience, having just bough a 22' Cruiser with 90 Merc, which he loves.

Wandering Sagebrush · Posted: Sat Dec 03, 2016 8:14 pm Post subject:

Wandering Sagebrush · Posted: Sat Dec 03, 2016 8:18 pm Post subject:

backlash · Posted: Sat Dec 03, 2016 8:30 pm Post subject: