Is a C-Dory warranty any good

Having been in the car and boat business since 1989 it is fair to say that warranties (no matter the manufacturer of the end product) are no better nor worse than the people and the money standing behind them. It is human and dare I say sometimes corporate nature to avoid problems that you are neither qualified nor can AFFORD to solve.

Without pointing fingers at the previous ownership and their poor management decisions, the new ownership must obviously find themselves in the unenviable position of trying to determine WHEN current warranty issues were reported, WHO is going to perform the work, HOW to get previous and new dealers to work together for optimum customer satisfaction and WHERE the customer should go in the event their dealer wants nothing to do with the new regime. This is a daunting task at best and Frank at C-Dory has to do it WITH EVERY SINGLE STANDING CLAIM!!!

Have patience, have patience, have patience!!! The new owners are attempting and have the capital to do it right.

On another note, we have recently received '09 26' Venture, 25' and 22' Cruisers built under the new owners and I must say that the fit and finish and build quality are better than we have seen over the past year and a half! The wood interior on the 22 looks great!

Charlie
 
Charlie- From what I can read here, the problem is the lack of communication. It seems that if someone from the factory would just respond to inquiries in a timely manner, most of the substantive issues would be resolved by reasonable people. They don't have to solve the problem immediately, just simply respond to the inquiry. Heck, they could use your post as a script. Without a timely response, there is no Frank.
 
Hello,
I guess buying a new boat from a dealer who is no longer dealing with C-Dory some of this is to be expected. But can't Frank get an assistant? I still say C-Dory sells a product why doesn't C-Dory or Telflex refer the customer to a servicing dealer to handle such problems. It seems the disappearance of qualified dealers was the first mistake leading to the factory people ending up on over load. The factory selling boats direct and to dealers who don't provide good service is another part of the same issue. From what I understood from one former dealer was that they tried to shove boats that the dealers didn't want (they knew they couldn't sell) and when they said no the dealers were dropped. My guess is some of those dealers are renting some of those boats just to cover costs as the are not selling and probably won't sell. I'm a part owner in a company who distributes access controls. We are system integrators which is to say we sell systems which are comprised of a number of different manufactures. We handle warranty claims directly for our customers as we have a lot more pull with the vendors because of our sales volume. We do it because it makes sense and it's a reasonable expectation. C-Dory needs to pressure Telflex to do more. Telflex should want happy customers rather than just sending out a pump to an unexperienced C-Dory owner. I mean it's steering. I guess you should have to sign a sheet when you buy a C-Dory that says I'm handy and will try to fix as much stuff that breaks on my new boat so you don't have to deal with warranty issues on the product you sold me. D.D.
 
FWIW, I tried to have some rusting stainless fittings (water, pumpout) replaced at Master Marine and was told that the "warranty" only covered such items for one year. Dunno where that is documented, but there you have it.

Warren
 
Teleflex is send out a new pump as we speak. I must admit that they have dealt with it promptly once they were informed of the problem.

I emailed Frank and he got back to me right away. His position being that Teleflex would warrenty the pump.

Glen
 
Geebee2- I'm glad you got a reply from Frank so quickly, seeing that you had not contacted C-Dory as of your post 7/22/08 1:00am.

I gather from his reply, that C-Dory will not cover anything concerning the steering pump.

SgtRhino - patience is a virtue which I sometimes lack. How much patience should I have when GeeBee2 gets a reply in 1 day and I'm still waiting 18 days. I've called and I've e-mailed. I'm not doing it again.
Obviously BeeGee2 was at the top of Frank's pile while I'm somewhere below. How far is anybody's guess. Anyone with any customer service skills knows what "first in, first out" means.

I'm not going to dwell on this anymore. Life is too short. I got my answer about C-Dory's warranty thru the back door -fellow C-Brats. Thank you all.

Some of you have had good service from C-Dory and I'm glad. On the other hand, I have had a poor experience and that will reflect in how I look at C-Dory - the management, not the boat.

p.s.- Just a general knowledge question- Does anyone know about how many boats (all models) are built in a average year by C-Dory?
Allan
 
Been setting this one out for awhile---- don't know how the new ownership will be on warranty coverage.

C-Dory (Scot) replaced my 2002 CD22 a few months ago. As noted in previous posts- response times were very slow. I went through our local dealer (I did not by the boat from him) and the initial response was quick. After that, there was several weeks (months) without any word from the factory.

I agree with James on the RV analogy, I also have an RV.
 
Roger,
If you wouldn't mind I had a few questions about your boat replacement. I seem to remember Jim of Wild Blue fame call to arms or so to speak to put heat on the factory during your ordeal.
I wondered how long did it take to get the new boat? Do you have it now? What did it end up actually costing you. I read some of the thread and it sounded pretty sad a times. Paying for a boat and not having the use of it can't be fun. I know you are grateful for the replacement but I wondered about all the warranty issues as I am considering going used as opposed to new as the difference is at least the price of a new rig. I know the warranty is not transferable.
D.D.
 
Dave,

Oct '07 to May '08--- then another 3 months to remove and install all of the equipment from the old boat.

I had requested a couple of upgrades that I had agreed to pay for- They sent the boat with a balance owed of $0. I called them and asked what the upgrades cost- I was told that I was to pay the balance owed- $0

I did install new engines- that was $16,500+

Outside of the aggrevation of very slow response/service time and false delivery times (lies), I am grateful that they honored the warranty.

edit- I am also VERY grateful for all of the support from the Brotherhood of this group. If not for this owners group, I would probably have had to go to court. When we finally found out what the problem was, the hull was 3 months out of warranty. I returned the boat to the factory 3 years ago for extensive gel coat repairs and told them what the symptons were, they could not say anything beyond- we fixed the cracks. They knew about it and failed to correct it at that time.

Roger
 
Dave , the rental boat was a 1996 model,my personal boat . Far,far from an overstock .Just was not renting enough , a non current model,and I didnt have time to use properly.
The bargain hunters sometimes suffer as they make sure to buy the wrong boat or from the wrong dealer to save money. The boat business is not an easy one . It is a hull built by a company made up of people built by hand from liquids in a barrel. It is put together with components made by other completely independent companies . I will name 2 that have some of the best customer service that we experience . Diamond Seaglaze [doors and windows] and Teleflex [hydraulic and mechanical steering] .Walas is another .Bennett and Lenco [Trim Tabs] are 2 others .None cover labor. C Dory has chosen those vendors to do business with . The dealer should participate in getting something done for their customer . If you all want to buy used and factory direct or distress sale then don't expect a local dealer to do backflips for you . We will still help and provide expertise , but when the focus of negativity and saving pennys gets in the way of doing business you can create your own problems . The dealer did not build the boat , we are trapped in the "nobody wants to pay' the real costs of the repair loop.On many products we all own , the components are covered but the labor is not . The customer needs to step back and understand the nature of the problem before they react . It just helps to get a proper resolution . Take the freight on a part alone . Teleflex may or may not pay that freight for a customer at all [C Dory usually will] and especially when its a "I have family coming this weekend and I want it overnight" customer . Does that customer say I appreciate that you can make this happen or demand that he has no responsibility for that situation and you have caused him "lost use" [which by the way, along with transportation to the repair facility, is written out of EVERY boat warranty I have ever seen as are gelcoat issues after about 90 days].The dealer gets stuck doing alot of free diagnosis and labor . And then we become a lending institution as we wait for our partial reimbursement from whomever steps up to pay . There are many sides to this story and most of the major ones here is past history .C Dory is back and trying to do things right . So we don't have to mix the examples of the good and bad old days and new regime going forward . Its very confusing . One thing you can be sure of , a good dealer will try to make it happen for a good customer . And C Dory wants to make the best boats they can. I am liking what I am hearing from Rich Finlay when I talk to him on the phone and I see good things on the horizon .
Marc Grove
 
Marc,
I was speaking of the 22' C-Dory center console you I think you are now going to rent. I never mentioned Wefings. As I explained to Charlie if I buy a new C-Dory I would buy it from Wefings. My willingness to travel 1100 miles and tow 1100 miles back home should speak to my respect and trust for Wefings. Maybe I'm wrong but my view of the problem a lot of people are faced with has to do with the old regime factory setting up to many dealers (which many have folded) and selling direct and forcing boats on dealers who said I don't think so. I don't know if thats changed. Since I'm from Pa. and if I make a personal choice to buy from Wefings that has me doing warranty work or paying for someone else to do it for me if I can't. I'm alright with that because that was my choice. Times being what they are I look at 06-03 boats selling in the mid thirties makes me particularly interested in warranty discussions. I mean I tip waitresses and waiters twenty percent if they do a good job, but I never really knew why some businesses seem to have established they unwritten precedents and some don't get that benefit. Like a car or boat mechanic's don't get tips all the time. It's the same with the boat business if someone spends seventy thousand dollars why can't there be a three year stem to stern warranty? I guess it will never happen but new comers to boating have trouble understanding the concept. It has me wondering maybe for 35k I'll be doing the work anyway the hull warranty is transferably the thread indicates. Even Captain Bob seems to lean toward buying used. I mean no disrespect to any respectable dealer. I just think with the way boat warranties are handled used boats are starting to get an even better look. I don't normally buy used cars because of the way their warranties are structured. I look forward to seeing you, Charlie, Wefings this fall. Thanks for all of your thoughtful responses.
D.D.
 
Marc
You have some good points there. I value service. That's why I picked my dealer. That's why I've stayed with them even though they no longer represent C-Dory.

I now know what my warranty is and I'll deal with it accordingly. I wasn't trying to change the policy concerning warranty, just trying to understand where I stand

Forget warrantees. The major problem at C-Dory is communication. Fix that and most of the negativity will go away. Deal with it. Make the phone call. I might not like the message but I can deal with it. People don't like to be ignored and people certainly don't like to be ignored knowing that someone else is being served . (see earlier post)

Things break. People make mistakes. That's life. Deal with it. Move on.
But please communicate.

Allan
 
Dave, I was confused about the boat that you were speaking of . Sorry about that .I am actually excited about having the C Dory 22 CC in the fleet . I think its a perfect rental boat for us .Might even bring some new folks into the fold.
Hopefully that was a little insight from a dealers perspective . we have sent many a check out to service companies to get a long distance customer's boat fixed without knowing if we would be reimbursed or not . I am working on one now. We will do the same for you .
The communication issue is paramount . I agree . I try to be available nearly all the time as thats how I want to be treated as a customer . Im sure C Dory is watching this thread closely and it will be eye opening for them.
If anybody is interested , I wrote a blog about a [non C Dory] situation that involved great customer service with a lapse in communication recently .It is here; http://wefings.com/blog/?
2nd one down
Dave we are looking forward to seeing you here in Apalachicola in the fall as well . We really want all of our customers to get the boat that fits . That would be the use,the budget etc....
Marc
 
Allan,

I have been dealing with Frank on another matter which is probably why he got back to me so fast. It took a long time to get things going.

Glen
 
Marc,
I understand how good dealers get squeezed. My real motivation about warranty issues is almost from a consumer advocate perspective. I think the boat manufacturers and the RV people will have to rethink their position on warranties. I still say if a boat is six months old and the hydraulic steering goes out and the gel coat ends up having problem the owner having to pay labor to get the part replaced makes my hair stand up. That only feeds to the old two happiest days of my life bit. I'm sure if a manufacturer spends less for a lower quality less expensive gel coat fiberglass process the customer should not have to take the fall for making it right. I like C-Dory, I wish them all the best and in the next year I'll buy one. My budget problems have to do more with time to use the boat than money to buy it. I want a 22' Cruiser with two new EFI Honda 50's on it. Chances are I won't find one used. Keep the faith brother.
D.D.
 
Marc,

Just a note to let you know how much many of us here appreciate your presence on this forum. Your passion shows and that is something missing from a lot of dealerships these days.

As much as it is possible to love an object, I love my boat. It is an escape, a hide-away, the source of adventure, pride, and occasional frustration. It is not a "product" to those of us who admire these fine vessels... and it seems that the previous factory folks and some of the dealers treated it like is was... just a product. We'd like to plunk down our money and have years of trouble-free running... we see the magazines and brochures with all those smiling people (hair blowing in the wind, bathed in warm sunshine, and smiles like they know they aren't paying for the fuel :wink: ).

Nice dream, but reality always settles in. It's a boat. You don't "own" it, you are in a relationship with it. And like any relationship, it takes some work. Good dealers like you know this and do their best to develop that same kind of relationship with their customers.

We owners would like to see that same passion from the factory. We want them to love these boats and want to have a relationship with the owners. They don't have to woo us or send us flowers and candy... but they should CARE enough to return phone calls and e-mails. The lack of communication is frustrating.

We trained our employees that every time the phone rings, it is an opportunity. We may turn an inquiry into a customer... or answer a question... or alleviate a concern... but in order to do any of that, we have to answer the phone and show that we care!

I appreciate your attitude. It would have been worth the long drive to Florida to buy the boat from you. It was certainly not worth the long drive to Washington to get the indifference we felt from the factory. Your hopefulness that things are turning around with the factory makes many of us hopeful. Thank you for keeping the dealer perspective here.

After the sea trial, we brought the boat back to the factory. While going over some items that needed addressing, a guy at the factory came up to us and asked, "How do you like your boat?" I said, "We love it." His response: "Glad to hear that - I built that boat!" And his pride showed on his face. At that time, I told Joan, "This place could use a guy like that higher up... someone who takes pride and loves these boats." I still feel that way.

The factory and other dealers could learn from you. You have passion and you communicate. We will get to the Panhandle again some time, and I will look forward to the opportunity to meet you in person and shake your hand.

Addressing the whole warranty situation... I consider it to be an "assurance policy" - different from insurance, but more of an agreement that the manufacturer stands behind their product. I believe C-Dory does this, but it would be much more apparent if it wasn't necessary to contact them a dozen times to get one response. We assume you dealers "have their ear" and can make this process easier. And can serve as an objective party that can say, "Yes, this is a warrantable issue."

Thanks for your input here! :thup We all know it would probably be more profitable and less frustrating if you chucked this whole boat thing and started a Kia dealership... but, come on, who names their car?

Best wishes,
Jim Bathurst
 
JamesTXSD":1sfap01d said:
As much as it is possible to love an object, I love my boat. It is an escape, a hide-away, the source of adventure, pride, and occasional frustration. It is not a "product" to those of us who admire these fine vessels... and it seems that the previous factory folks and some of the dealers treated it like is was... just a product.
Click to expand...

Jim, your response expresses my view, and that of most C-Brats. It should be studied in every School of Business Administration, and posted in every dealership of any kind. However,

Because I love Volvos, after I retired I got a job at a Volvo dealership, delivering parts. taking customers home, taking cars to the carwash, etc. I was in seventh heaven, everyday I got to drive new Volvos that I "love". So, one day I'm headed to an auto auction with the owner of the dealership. We are in a traded Lexus that will be auctioned off, and drive home in two used Volvos purchased there. I commented something like, "Boy, this is a nice car, but still it's no Volvo." His response was something like , 'uhhuh'. I continued, "don't you have sort of an emotional tie to Volvos?'' His scowling response, "It could be a three legged horse". This is not to denigrate the owner in any way. His dealership gives excellent service and "good deals". He cares about his customers and his employees. The lesson I get is that an emotional tie to a product is a plus and good thing, but good honest professional service can and should be found whether the product is a Volvo or a Kia.
 
Well, I know you are not supposed to love things that cannot love you back, but damn, Patty and I love BOTH our C-Dorys! I am just getting my mind wrapped around third-party everything now, even though the factory was our dealer, and a factory that seems uninterested in returning owner emails. I would think they would care what we collectively think of them, but evidently not. We would have emailed LUSR, which has excellent customer service in our experience, but they are not a Honda dealer. We finally got our little itty-bitty issue handled at West Coast Marine in Bellingham (which BTW we recommend for anyone looking for an excellent Honda dealer). But none of this changes how we feel about our boats!

 
As a non-C-Dry owner I "don't feel worthy" to comment much on this site. But I would stack my lurking hours up against anyone so here goes ... :)

Last May I had a spare day totally by accident in Seattle so I drove out to the factory to check out a 16' Angler and a modification I had in mind. I made prior arrangements with Rich Reynolds to show me a boat.

Rich was pleasnt enough, we met a nice young man working on a 16' named Shawn (sp?) and we all decided the modification allowing overnight camping on the Angler would work.

As I was leaving I just mentioned to Rich what an incredible resource this site could be for the factory if they would just pay a bit of attention. The reason why I am an "expert" on the internet in business is my part time contract position with a 50 million dollar per year company is "lurking" on the internet discussion boards in my industry both posting as a representative AND if there is even the hint of dissatisfaction in the ranks I go straight to the top- my boss, who owns the company. AND we do almost ANYTHING to resolve the matter so HOPEFULLY the offended party will repost the resolution of the matter. (If not, we have still "done the right thing.") That is just how seriously we view customer input recieved over the internet. I tried earnestly to convey all of this to Rich including they really ought to assign someone just to focus on customer communication AND this board as sort of a built-in "focus group" ...

and I gotta say it went right over his head. He just kind of looked at me in a blank way and said, "Yeah, we appreciate those folks and you have a nice day", turned and left. (Maybe he thought I was looking for a job!)When I got home I told my wife, "I love the C-Dory boat but I fear for the company's future. They just don't have a clue."

I frankly hadn't thought much about this till I followed this thread. And I still want a C-Dory and this isn't a trash the factory post. But I too am one of those that is "in-between" on a new vs. used purchase. I have the funds to buy any boat C-Dory sells. (Due to our care-giving Sioux's mom right now it will likley be either a 16 or a 22.) BUT if there is not going to be any support or even communication from the factory on warranty issues why not go used, save 30-40% in the process and hopefully find a boat that has already resolved the inevitable "new issues"?

Just my two cents from an ardent lurker,

Steve Toburen
In proud possession of the memories of a memorable afternoon spent with Bill and El on the Chesapeake Bay

PS As you all can see above, I often spend several hours in the course of the day on Interent discussion boards. I save you folks for "dessert". Thank you.

PPS I am off in a few minutes for four days in the wilds of the Dominican Republic Alps with my family. (We are full time in KC, MO care-giving but got a 3 week "leave of absence") MAYBE the factory will have woken up when I return.
 
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