Customer Service

C-Sick · Posted: Tue Apr 22, 2008 1:47 am Post subject: Customer Service

I loved my 22ft C-Dory and was pleased with the service when the factory provided it. NOW that I own a R-25 Tug I could not be more pleased. Ranger is great about addressing any issues that I have. Today was another great example. I needed my zincs replaced after a year in the salt water. Andrew arranged to meet me at the dock, haul my boat to the Factory and proceeded to do a thorough check of the boat. He assured me that he would make any necessary modification from what they have learned during their quality improvement process. It just gives me great confidence to own a boat that I know the factory will bend over backwards to support. And I know where Andrew learned his customer service skills from - Ranger Jeff Mesmer and Ranger John Livingston. These guys continue to be the Nordstrom's of the Boating World.

dotnmarty · Posted: Tue Apr 22, 2008 8:16 am Post subject:

This is not boat-related but it is customer service. My $1000+ TV lost it's picture after 3 years and one month. I took it to an Angie's List recommended repair shop. The guy says he never heard of this make and he can't get the parts and if he could it would cost about $250 to repair, etc, etc. I look the make up on the net and see that it has a dismal customer rating, with many losing picture after a couple years. I called Costco, just to ventilate and tell them that they sold me a lousy set. She asks, "When did you buy it" Me- 'I don't know, I don't have any papers". She-"let me look it up"..."you bought it in March 2005. Bring it back for a full refund".

C-Sick · Posted: Tue Apr 22, 2008 10:58 am Post subject: I Will Be Back

"I will be back" ought to be the best words any business owner hears. I bet you won't hesitate to buy another big ticket item at Costco. I had the opposite experience at Frys with a $700 lap top I bought for my daughter including a $200 service contract. The LCD screen went out a few months after I purchased it. I was told LCD screens only go out if damaged and was not covered under the service contract. I walked out of the story with a computer worth nothing and said, I won't grace your doors again. Fortunately I was able to buy a new LCD screen on line for $140 and my daughter is as happy as a clam. (Frys wanted $400 to do the repair) When it comes to what is for me a HUGE TICKET item buying a boat having the Customer Service excellence of Ranger Tug makes me one Happy Camper. I don't mind paying top dollar for any product or service when I know the company is honest. Nor will I hesitate to buy another boat from Ranger if that opportunity ever presents itself.

Wandering Sagebrush · Posted: Tue Apr 22, 2008 11:20 am Post subject:

Hmmm,

C Sick said:

Trinity · Posted: Tue Apr 22, 2008 11:44 am Post subject:

I too cannot say enough about the customer service at Ranger Tug. They have gone above and beyond on more than one occasion.
Thanks Andrew and Jeff!

Nancy

C-Hawk · Posted: Tue Apr 22, 2008 11:59 am Post subject:

Customer service left C-Dory when Jeff went over to Ranger. Crying or Very sad

SEA3PO · Posted: Tue Apr 22, 2008 12:29 pm Post subject:

Boy....yer right .....loosing Jeff was the worst thing C-Dory could have done..... He is just a super rep for Ranger... hopefully C-Dory will recognize thats what it takes to maintain their customer appeal... I think Scot tries his best.... but is hampered by other forces in the company...(that make big promises)

Joel
SEA3PO

Sea Wolf · Posted: Tue Apr 22, 2008 12:41 pm Post subject:

C-Sick's experience is very demonstrative:

Fry's wouldn't fix the problem, even with a Service Contract in force.

Costco gave a full refund 2 1/2 years later without any Service Contract.

My son has worked for both these outfits, and C-Sick's experience is typical.

Knowing in advance how a business treats customer service issues can be immensely important when you have problems later. Buy where you know you will be taken care of down the road. C-Dory take note!

Some outfits make a lot of money selling service contracts- but do they honor them? Why buy one if someone else services products w/o requiring the contracts? Know who you're dealing with!

Initial price isn't everything when service issues are also considered. The "Cheapo" approach can get you in trouble! (My weakness, too!)

If all this seems so obvious in retrospect, why do so many of us still make the same mistakes when dealing with these outfits?

Joe. Teeth

C-Sick · Posted: Tue Apr 22, 2008 10:14 pm Post subject: I Talked To The Manager

I got no further with the manager than I did the young kid at the repair counter. Frys gave me the impression they could care less about me. Their Parking Lot is always full.

What I appreciate about Ranger is Jeff has empowered his entire Team to be responsive to the customer. While I was there another employee dropped by and saw that there was a kink in the guy wire for my mast unit. He told me I'll take care of that for you while you got the boat here. My guess is Customer Service has penetrated the entire organization. The employee parking lot is full and they are putting together a First Class Team during an economic slump. Darn impressive.

Frys may be the big boys in town now but someday a customer service driven company will give them a run for their money.

We have a hardware store in town -McLendon's. They may charge a few cents more than the Big Box Stores but it is always worth the trip. They have great inventory and everyone of their departments has knowledgeable people working their. They continue to compete well because of it.

HIGH TIME · Posted: Tue Apr 22, 2008 11:20 pm Post subject:

Wandering Sagebrush · Posted: Wed Apr 23, 2008 12:35 pm Post subject: LEDs

High Time,

I may be very wrong, but I suspect that your LEDs will be coming from the manufacturer. Apologies in advance to Frank if I am mistaken. I do compliment his personal touch on this one.

Steve

HIGH TIME · Posted: Wed Apr 23, 2008 1:00 pm Post subject:

HIGH TIME · Posted: Wed Apr 23, 2008 1:40 pm Post subject: Re: LEDs

Pat Anderson · Posted: Wed Apr 23, 2008 11:44 pm Post subject:

Jeff and Andrew are just two of our favorite people all time! I wish they were still at C-Dory, and C-Dory still did factory sales and service...but that is all a pretty vain hope I guess...I am really glad that they hooked up with John and Dave, whom I admire greatly too, that didn't work out for us on the Ranger 25 but I will never say never...a Ranger 29 might be just the ticket for Pat and Patty one of these days!

hardee · Posted: Thu Apr 24, 2008 1:02 am Post subject: C-Dory Cust Service

After reading about Roger's (Fishtales Decommisioning) plight, I e-mailed the factory primaries, and belive it or not got positive e-mails back from Scot, Jeff and Ricardo. They all seem apologetic and appear to want to be helpful, assuring me that the boat is very near completion, and should meet the promise date plus 30 days. Also that there is a lot more to the story than we know, or they are willing to share. I'm just hoping that Roger does not have to wait any longer. Let's hear it for customer service. (the proof is in the pudding as they say, I'll be counting the days along with Roger et al.)

Harvey
SleepyC Moon