Well after 40 days i think they will have all the parts

FGRVONROTH

After not posting for a while I figured it was time for an update. Mack Boring started shipping parts to fix my boat after they received the gasket kit (that took 4 weeks) but they forgot to send the rocker arm assembly. that went out last Friday and was received Yesterday in Vermont. the mechanic called to let them know they also forgot to send a gasket set for the exhaust manifold, which was supposed to be shipped yesterday. so when I spoke to the mechanic who is working on the boat he said that if everyting arrives on time he will have me back into water just about 40 days from the original incident. So today i wrote Andrew at Ranger the following and I wanted members feedback on my request.The following is a copy of my e-mail;

Hey Andrew

I think the tug will be ready by the end of the week, of course I'm not holding my breath since it's only been 6 weeks. I have two requests to make and hope you guys can help me with them. Since I have lost six weeks of summer on a 154000. dollar investment or at 5% would be around 900 dollars i was hoping any charges that Yanmar doesn't cover in their warranty would be covered do to there lack of service. these charges will probably be;

1. Hauling the boat out and then back in
2. Dockage for two nights at 2.00 per foot

I would also like to know just who at Yanmar was responsible for not giving a damn about my issue and dragging their feet on my repair and costing me 80% of my summer cruise time.
thanks Andrew your help in these matters would be a help in putting this all behind me.

Dick von Roth

So please tell me if this is unreasonable I really like Cbrat input on my letter. As always I will keep everyone posted

thataway · Posted: Tue Aug 28, 2007 4:34 pm Post subject:

I would say that is certainly fair and reasonable. I would hope that C Ranger would buck these charges to Yanmar, but I suspect that if they give the compensation to you, that they will just absorb the costs. I would hope that you get an 8 year extended warantee on the "new" engine....I would find that more re-assuring.
Good luck!

iggy · Posted: Tue Aug 28, 2007 4:38 pm Post subject:

Your requests seem more than reasonable. In fact, I still think you should have chartered an equivalent boat, with reimbursement.

It's a good thing Noah wasn't dependent on Yanmar. He'd be launching the ark just about the time it stopped raining.

And still they can't get two people on each end of a phone call to confirm what parts are needed without further delay.

Unbelievable . . . (well, no, unfortunately (and sadly), it's not unbelievable).

Maybe the Harvard Business Review could use this as an example of how not to do customer service?

iggy

lloyds · Posted: Tue Aug 28, 2007 5:00 pm Post subject:

Just my opinion but I think you let them off too easy. A whole summer can't be replaced. When you invest that much in a new boat there has to be a better answer than a few dollars and an extended warranty. This is just unfathomable how they let it go where it did. I have been a business owner and I wouldn't allow myself to sleep till this was right and everything was on track. If I had of failed even one client this badly I would have gotten out of the business and gone to work for someone who did know customer service. I still believe in the quality of the Yanmar products but it makes me sick to think that if I ever have one I might get treated as badly as you did.

William and Beth Tucker · Posted: Tue Aug 28, 2007 5:43 pm Post subject:

Another post with out a monitor because of a little bug...I love the post from Gallaher about Noah's Ark and the 40 days...I would have thought that Jeff and C-Ranger would have pushed in getting repairs done in a timely matter..If everything else failed the factory should have hired Tow Boat U S to pull you around for 40 days..Keep your life jacket on ! Tucker

starcrafttom · Posted: Tue Aug 28, 2007 8:54 pm Post subject:

Ask for the moon and maybe you will get a moon pie!! I would be standing in there office daily unitil it was fixed. I would also be telling everyone I dont know (longer list) about it.

oldgrowth · Posted: Tue Aug 28, 2007 9:05 pm Post subject:

Dick - just my two cents worth. I believe you have been more than fair.

Some of us are a holes and some are not and I believe you are the latter so, I say do what you think is fair.
________
Dave

Old Dog · Posted: Tue Aug 28, 2007 11:49 pm Post subject:

Dick,

I think you've shown a great deal of restraint and patience in dealing with this issue. Much more than I would have been able to as both Jeff and Andrew could tell you.

Not surprisingly - a new boat - most of us have had problems with the C-25 and the factory has been very responsive to fixing the problems and things have apparently gotten a lot better. In my case anyway, sometimes I've been out a few bucks getting to the ex-dealer or factory but they've always done more than they've had to do and thrown in the occassional extra item or service that makes it hard to worry about a little out of pocket cost.

However, in your case, in my humble opinion, you should not be out of pocket anything. Ideally, the Ranger folks would be able to bill back to Yanmar - not only for your expenses but for some of theirs. Unfortunately, it's unlikely to happen. Getting payment from a large, international firm can be a long and tediuous process and I would suspect that the guys at Ranger will just write it off. That's really too bad since although the number of people in the chain that should have been able to more expeditiously fix the problem is large, ultimately Yanmar should have made it right and quickly. For you to be re-imbursed for your out of pocket cost is the absolute least that should happen and it should be accompanied with a great big apology. I certainly wouldn't dispute your right to additional compensation for the time irrevocably lost but that's a personal decision and I respect your view on that.

In addition to re-imbursement for your costs, I agree completely with Bob Austin's comment that you should get additional warranty coverage from Yanmar or their North American office. I would think you'd want something in writing that leaves Yanmar responsible if you have future problems that even might be the result of this one.

Sorry you've lost the bulk of the summer but wish you well for what you can do for the rest of your boating season and a great year next year enjoying your boat.

captd · Posted: Wed Aug 29, 2007 9:25 am Post subject:

Dick,
Sorry about your wasted summer after the huge investment. Our experience was about the same, but was mostly nickel dime poor workmanship. Still finding some, Like a teak shelving on the starboard side falling off. Junction box falling off over the generator.
We lost last winters cruising in Florida, and at our age and condition we constantly wonder how many winters of cruising we have left. How much is one year of wasted cruising worth aside from the initial cost? I have to admit the dealer and the factory did about everything they could to remedy the situation. I am sure they will reimburse all your extra expense. Plus a token for your pain and suffering. The squeaky wheel will get that grease. Good luck.

After all the problems we have had, I still think the boat is unique. and am happy with it. We have made a lot of small improvements in the last few weeks to make it more liveable and are anxious to start with a new season starting in November.
captd

dave · Posted: Sat Sep 01, 2007 10:29 pm Post subject: Not Yanmar

I know nothing about marine diesel engines. I could write reams on truck diesel engines. This thread has been very enlightening. If I ever buy a boat with a diesel engine, it will be an American brand; Caterpillar, Cummins, Detroit, or Perkins. Yanmar certainly has some advantages. Service is certainly not one. If your boat had been a truck, and you were an owner-operator, you would have been out of business. This should have been repaired in just a few days. You just want them to reimburse you $900. In your area you have basically been deprived of an entire year of the use of your boat. I would expect a full year reimbursement at consumer rates of your $154,000 investment, plus the loss of enjoyment of your new love. In any case as Iggy stated, I would expect them to reimburse you for whatever an equivalent rental replacement would be.

Starcrafttom should be able to corroborate the time a reputable diesel engine manufacturer (American) should take to have your boat back in service. I just bought a new boat, and I would be rabid if this had happened to me. I, however, am old enough and cranky enough, and have enough time to make their lives miserable enough, until my new toy was again working. I agree with Lloyds, you let them off too easily.

Hopefully you will be back on the water momentarily. Enjoy!!!!!!

SHOPGNG · Posted: Mon Sep 24, 2007 3:34 pm Post subject:

i'd sure love to hear yanmars side of this. lots of things can cause an engine failure on the customers side. in the end,this may not be a yanmar issue at all. bad fuel,water ingestion, wrong oil,and so on.

SEA3PO · Posted: Mon Sep 24, 2007 5:37 pm Post subject:

Wow...who cares which is at fault......40 days is just plain outragious !!!! I get excited just hearing about it..... I would be screaming so loud they would hear me in Seattle from here ! It sounds like someone at the motor repair shop got their nose out of joint and decided they would fix yer wagonl......If it were my new boat and it took more than two weeks.....I would be down there every morning..... and I woulden't be a happy camper !

Joel
SEA3PO

Chester · Posted: Tue Sep 25, 2007 7:12 am Post subject:

??? Wow is right!
Though it would be interesting to hear the Yanmar rep's try to justify costing a customer an entire boating season due to their incompentce and indifference