Lets keep track of Good and Bad Customer Service

Another BIG :thup to SCAN Marine! They sure have lots of positive comments in this thread.

Our Wallas 85 DP/DU cooktop/heater failed to work this past weekend at the CBGT in Friday Harbor. I called SCAN Marine Monday afternoon just before they closed. Mike - one of their techs - talked me thru a few things and determined that it was either the control switch/knob or the connection between the control switch/knob and the stove that was the problem.

Pulling the control switch/knob indicated clearly that was the problem since it was all corroded. Dean @ SCAN Marine then took my order for a new one which arrived today. Installed it and all now works well again.

Knock on wood, the Wallas has been working fine since we bought the boat in 2008 up until this issue so I hope it continues in this stellar fashion.

Thanks again SCAN Marine's Mike and Dean!

Take care,
Dan, Tanya, and Hannah on C-Renity
 
Radar Marine Electronics in Bellingham gets :thup :thup PLUS for super service. I wound up needing a Raymarine C series update on Thursday before leaving for Friday Harbor. Raymarine tech support gave me their number, saying they were one of the few dealers on the west coast that stocked up on the required CF chips, when the required size chips became scarce, so they would be able to help those of us who have the older "Classic" C series. Good thinking ahead, and great customer service.

Radar Marine Electronics, Bellingham, (360) 733-2012 or 800-733-2012 :thup :thup

Harvey
SleepyC:moon
 
Revchem Composites in Tacoma. Super helpful staff for all your composite needs. We bought some 3m marine compound for our gelcoat polishing after attending a fiberglass and gelcoat repair class put on by Citadel Yachts.

Revchem Composites
1132 Thorne Rd, Tacoma, WA
1(253)305-0303
 
Captains Cat":v5a5vxlb said:
Harvey, can only assume that Waypoint is where you bought it?

Charlie
Click to expand...

Charlie, No, the Raymarine system was on the boat when I bought it. The Waypoint Marine in Port Angeles is where I was trying to call and Hank has closed up shop and retired. He was the main electronics guy on the peninsula. Most of my electronics work has been done by Roger's Marine in Portland :thup :thup Excellent help there.

I was calling Waypoint because I would have taken it in there for service if I needed.

Harvey
SleepyC:moon
 
We've had great service from Scan Marine on the Wallas. Sportscraft Marina in Oregon City has super outstanding service and a very knowledgable staff. Garmin and Simrad have very good service.

The folks that I've gotten poor service from are forgotten as soon as I decide that's a company I'll never do business with again.

Gene
 
A big thanks to Tyler, Master Honda Tech. at Tacoma Boat, for doing great work on our C-Dory a while back. Great advice and knows C-Dory boats well.

Jim
 
Not really C-Dory related, but I just had a very good experience with Apple repair. I had a few dead/stuck pixels on my Macbook Pro so I took it into the University Village Apple store. 18 hours later I have the computer back with a new display...great service and fast turnaround, especially on a holiday weekend.
 
With some reluctance, a :thdown to the folks who build and support Dometic/Tundra marine refrigerators. I have a silly little plastic door latch on the top of my small Tundra refrigerator that I have been trying to replace for the last 6 weeks. I first e-mailed the factory service folks at Dometic/Tundra, as their website allows. I also used an address I found on a separate Tundra website. After several weeks of complete silence to several easy explanatory e-mails, I started calling them. While I actually reached a real person, I was quickly told they do not support customers directly and that I must contact one of their dealers. At least I was given a number to call, which I did, and I even spoke to someone - but this person seemed generally uninterested in my request. I didn't end the call empty handed though. No, I was given another number to call but this number ended up being worthless too, just another referral number received. In then end, I was finally referred to Dometic/Tundra dealer local in my area, a boat shop that I have found doesn't even recognize the Tundra name, but they are the Dometic dealer. I personally visited this dealer 10 days ago and explained what I need, even provided them with a clear photo of the part. I was told they only have 1 guy who "might" be able to help me, but to date I've not heard a word from him despite my efforts. While I am displease with my local "dealer," I find their entire support network lacking. With all of the "referrals" I have received, not a single person has expressed any interest in helping me locate the necessary part. Frankly, it seems that everyone is more interested in handing-off my call to someone or someplace else, starting most distinctly with Dometic/Tundra itself and then running well down their dealer network. I am completely disgusted by their overall lack of support, or even marginal interest at this point. My bottom line is that in all the e-mails and phone calls I have made, to quite a few different points and dealers, I am still no closer to obtaining the little plastic part I need to replace. Dometic/Tundra must view their dealer chain as their only customers, which means we - the end user - don't exist to them.

Rob
 
RobMcClain":2h82coyr said:
With some reluctance, a :thdown to the folks who build and support Dometic/Tundra marine refrigerators. I have a silly little plastic door latch on the top of my small Tundra refrigerator that I have been trying to replace for the last 6 weeks. I first e-mailed the factory service folks at Dometic/Tundra, as their website allows. I also used an address I found on a separate Tundra website. After several weeks of complete silence to several easy explanatory e-mails, I started calling them. While I actually reached a real person, I was quickly told they do not support customers directly and that I must contact one of their dealers. At least I was given a number to call, which I did, and I even spoke to someone - but this person seemed generally uninterested in my request. I didn't end the call empty handed though. No, I was given another number to call but this number ended up being worthless too, just another referral number received. In then end, I was finally referred to Dometic/Tundra dealer local in my area, a boat shop that I have found doesn't even recognize the Tundra name, but they are the Dometic dealer. I personally visited this dealer 10 days ago and explained what I need, even provided them with a clear photo of the part. I was told they only have 1 guy who "might" be able to help me, but to date I've not heard a word from him despite my efforts. While I am displease with my local "dealer," I find their entire support network lacking. With all of the "referrals" I have received, not a single person has expressed any interest in helping me locate the necessary part. Frankly, it seems that everyone is more interested in handing-off my call to someone or someplace else, starting most distinctly with Dometic/Tundra itself and then running well down their dealer network. I am completely disgusted by their overall lack of support, or even marginal interest at this point. My bottom line is that in all the e-mails and phone calls I have made, to quite a few different points and dealers, I am still no closer to obtaining the little plastic part I need to replace. Dometic/Tundra must view their dealer chain as their only customers, which means we - the end user - don't exist to them.

Rob
Click to expand...

Rob-

I'll bet your lack of response is related to the small cost / profitability of the replacement part.

A hard to locate and sell $5 part doesn't get the respect and attention that a $250 replacement compressor would.

Good Luck with your issue.

Joe. :teeth :thup
 
:thup :thup to Mustang Survival gear for their thorough, concise video instructions on their website for replacing CO2 inflation cartridge units. Smooths as butter after the wakeup when the full vest inflated.

Harvey
SleepyC:moon
 
:thup Thumbs up to Kruger & Sons Props. They have repaired and trued props from our 75 and 40hp Hondas in the past. Now they did the same for the chewed up prop on our 5hp Honda kicker. They completely refurbish the prop for less than half the cost of a new one. Just drop it off and, if you wish, they will UPS it back to you. They're located just around the corner from King Canvas and less than a mile from Fishermens Terminal.
Kruger & Sons
4463 26th Ave. W., Seattle 98199
800 762-7767
 
A few years ago I bought some Burnewiin items. Two stainless sockets and two cleat inserts and two of the composite black rod holders. When I was in Florida trolling a false albacore hit a Clark spoon pretty hard I had a little trouble getting the rod out the holder. The Blue locking ring which holds the rod in holder broke. I called yesterday left a message and they called me back asked what happened and said we will just send out a whole new rod holder. They asked that I email my address which I did and minutes later got an email with a UPS tracking number. Smooth operators, good equipment. Check them out www.burnewiin.com

D.D.
 
Dockside Marine Repair, LLC- Just had them do the 100 hour service on our 2011 Honda 50hp. They did it while the boat was on the trailer in its parking space next to our garage. They showed up on time, had all the parts, and cleaned up, all in a couple hours. They will go anywhere in the Seattle area.
Graham Baldwin, Dockside Marine Repair
206 550-6895
graham@docksidemarinerepair.com
 
:
Float On Trailers: Excellent service quick response to orders and useful info. Ordered 2 complete hubs on Tues in TN arrived on Thurs from Vero Beach Fl. With serial numbers they looked up my trailer and supplied correct parts fast. Staff friendly and easy to talk to. Very knowledgable. Highly recommend !
 
Recently purchased a 9.9 Honda and it came with a plastic fuel tank. Cap had a float fuel level system. Upon opening the cap the first time I found rust all over the slide. Mush have been sitting for years. Tank may have been filled with Ethanol fuel as well. Anyway I wanted to get a new cap but wanted one that I knew would fit so I Emailed the name on the tank, Scepter. Explained my problem and was sent a replacement cap in about a week with no charge. Company acted very fast and seemed more than happy to assist me. I just hope the replacement won't rust again.
 
Last May we purchased new free backing brake backing plates from Pacific Trailers. No stated warranty on the parts.
One of the brake pads bonded itself to the drum and was destroyed when the drum was removed. Gave them a call this AM to buy new shoes. They don't sell components but they are shipping an entire new assembly, no charge.
Dunno where they sourced the parts but no one else carries the Galva-Tech name. House brand made in ?????
Any one ever see a shoe bond itself to the drum?
The brakes were adjusted and dry when the trailer was parked.

I will give Attwood credit for shipping parts for it's flimsy anchor light every time it breaks...
 
Thanks to EZ Loader Trailers. Drove form their service center in Portland, OR to our home in Springfield, OR and performed warranty repair on our trailer at no cost to us. Great customer service!
 
Yes, kudos to Bub Bishop and the online service I received from EZ Loader Trailers. They were very patient and helpful in my trailer queries.
Grazer
 
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