Has Sea Ray gone stupid ???

OldSkool said:
I have affixed my name to many high dollar parts that were beyond warranty and had them approved to make it right. My company allows for this discretion on my part. They trust I have them and the customers best interest at heart. Our warranty department does not even question the claim when they see my name on it. That's the way it should work when you build respect internally.
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After rereading your post, I wanted to make clear something. In my situation "parts" wasn't the problem. Sea Ray uses quality parts. The issues I had (mostly) was craftsmanship issues. When I bought my boat Sea Ray was in full swing building boats. They were building them so fast, quality suffered. That's my opinion. Problem I had with Sea Ray was they didn't seem to care that the dealers were having to fix all the manafacturer short falls. Opinion.

A little parts story about my dealer, Hall Marine. My 120v a/c pump went out, not long after buying the boat. I took it to my dealer to get it fixed. (Warranty ) I was hoping they could fix it quickly because I had a weekend trip planned. Sea Ray was dragging its feet, and Halls manager wanted to help me faster. He (Rick) pulled a pump out of a new boat, put it in my boat, and the new boat waited on the new pump. I couldn't believe a manager would do that. He denies he did that to this day. That is customer service. Over the top CS, but Ill never forget it. I am a customer for life.
 
Hey, while I'm at it. Let me tell another customer service story.
I am fixing up an old Chris Craft. I had the engine replaced with a reman from Jasper. Well, from the jump Ive been fighting an oil leak from hell with the motor. My shop was pulling their hair out try to fix it. Finally they pulled the motor to troubleshoot it while on a test stand. They discovered the rear main seal blown out and something bad inside the motor.
Jasper stepped up and sent a replacement engine, and my shop, Millers Marine is putting it in. I didn't have to beg, yell, fight, or threaten to get them to do the right thing. I have heard bad things about Jasper, but as long as they stand behind their craftsmanship, as they have. I don't have a problem with them.
My fingers are crossed for the test run.
 
Mike,

Heading up to LKN this morning. Going to hunt down some corned beef and cabbage plus Guiness at Galway Hooker then head to PYC. Stop by if you are on the water. Don't think we are leaving the dock - just cleaning today. Slip on my starboard side is unoccupied.
 
islandhopper00 said:
I agree with you Bill. It just shows you are a man of respect. I honor that.

As woody is try to trap me with my own words, he doesn't seem to get it. But then he and I seem to have an unhealthy distain for each other. Lol
Woody, you are absoutly correct. Sea Ray would have helped me......the caveat was, I wanted something more than just help for me. I actually wanted them to care about their customers. I know that would be very foriegn to a guy like you. As long as "you" are ok, who cares about everyone else right?
Well, Personally I don't work like that. I don't take things for free, and I want what I paid for. (Hey, you could run along way with that statement)

I forgive you Woody. Lol
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....but you wouldn't let them and fixed your boat yourself. :smt101 Then when online continue to complain that they 'wouldn't' help you.:smt101
 
I bought 3 brand new boats from SeaRay and each one had some "new boat problems" Nothing at all major, but my dealer and Searay came through each time. They even helped out with a few things that they didn't need to do. No ones perfect! Not even SeaRay. But when they wanted to make it right I was perfectly fine letting them do it. I certainly don't feel bad for that. They did what a company that cares for its customers do...they took care of me. I didn't need them to apologize publicly or write on the chalk board 50 times to make me feel better. In fact, when I buy my next boat it will be another Searay because of the exceptional way they looked after me. The thing is, you need to let them try. That's been my experience anyway.
 
Bridog said:
I bought 3 brand new boats from SeaRay and each one had some "new boat problems" Nothing at all major, but my dealer and Searay came through each time. They even helped out with a few things that they didn't need to do. No ones perfect! Not even SeaRay. But when they wanted to make it right I was perfectly fine letting them do it. I certainly don't feel bad for that. They did what a company that cares for its customers do...they took care of me. I didn't need them to apologize publicly or write on the chalk board 50 times to make me feel better. In fact, when I buy my next boat it will be another Searay because of the exceptional way they looked after me. The thing is, you need to let them try. That's been my experience anyway.
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As long as "you" are happy, everythings great! lol

I didn't ask anyone to write anything on a chalk board. I asked them to look at their QC dept. Their answer was, they though it was perfectly acceptable to turn out a defective product, that the dealers fixed in the field. Like you had to go thru! haha But your ok with that. You see, to me that's crazy, to pay the money you did, and expect to have problems. hahahahaha
I wish I had customers like you all the time......the funny thing is Sea Ray does! AND people like you don't expect better.lol

That's why I even said, MOST people think I'm stupid!
Carry on. Please go buy another new boat, deal with them to make it right, then after it's good, sell it. Take the depreciation hit, then I'll buy the used one. haha Problem solved. I couldn't help the next guy, so that's my process. I'm at this point telling a story.

Oh, I want to make a point, there is a very big difference between shipping damage, and manafacturer defects!
 
While I fully understand Mike's desire for SeaRay to clean up its act in regards to reducing defects, the whole "I won't let you fix MY boat unless you solve the QA problem for everyone" stance is baffling. But everyone runs on their own moral compass, and there are a lot of decisions that others make which baffle me (and I'm sure the reverse is true as well).

However, one comment Mike made early on made it appear as if Sea Ray was requiring some form of non-disclosure agreement to perform the warranty work, but I haven't seen any further info on that so I might just have misread it.
 
The "I won't let you fix MY boat unless you solve the QA problem for everyone" stance is a no win position, anyway.

Part of the dealer agreement Sea Ray has with Mike's and every other dealer is that 1.)the dealer maintains a service department and they repair the boats, including warranty work, and, 2.) Sea Ray doesn't compete with the dealer in repairing boats or selling parts. In a very few rare cases where significant fiberglass work is needed, Sea Ray will send warranty guys to the dealer or take a smaller boat back to the factory since large scale glass work can be done cheaper and better by the factory personnel.



This thread was initially about high boat prices, but now it has turned into a forum for islandhopper's problems on a 10 year old boat. I'm sort of thinking it is time for us to move on.
 
src said:
While I fully understand Mike's desire for SeaRay to clean up its act in regards to reducing defects, the whole "I won't let you fix MY boat unless you solve the QA problem for everyone" stance is baffling. But everyone runs on their own moral compass, and there are a lot of decisions that others make which baffle me (and I'm sure the reverse is true as well).

However, one comment Mike made early on made it appear as if Sea Ray was requiring some form of non-disclosure agreement to perform the warranty work, but I haven't seen any further info on that so I might just have misread it.
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There is more to the story but I'm trying to not get quite so deep into it. There was a non-disclosure agreement that was to go along with the repairs. I'll say CSR (members) ran off one of the guys here, because y'all wouldn't believe his story. He couldn't get his point accross very well, and he couldn't deal with the bashing, so he said the heck with CSR. He took the deal signed the papers and begged me to do it to. I couldn't do it. I couldn't sleep at night if everytime I read csr and somebody was fighting a problem that I knew about, and had to act like I didn't know anything. I'm not a good liar. When I'm mad the truth (as I see it) comes flowing out. Next thing you know I'd be getting sued. Far fetched but the truth none the less.
 
fwebster said:
The "I won't let you fix MY boat unless you solve the QA problem for everyone" stance is a no win position, anyway.

Part of the dealer agreement Sea Ray has with Mike's and every other dealer is that 1.)the dealer maintains a service department and they repair the boats, including warranty work, and, 2.) Sea Ray doesn't compete with the dealer in repairing boats or selling parts. In a very few rare cases where significant fiberglass work is needed, Sea Ray will send warranty guys to the dealer or take a smaller boat back to the factory since large scale glass work can be done cheaper and better by the factory personnel.


This thread was initially about high boat prices, but now it has turned into a forum for islandhopper's problems on a 10 year old boat. I'm sort of thinking it is time for us to move on.
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Frank you are absoutely right.
I was trying to tie the link between used boats, and new boats. One of the folks here said he would buy new because he didn't want the headaches of buying used. I was just was just giving an example of new boats aren't problem free.
 
fwebster said:
This thread was initially about high boat prices, but now it has turned into a forum for islandhopper's problems on a 10 year old boat. I'm sort of thinking it is time for us to move on.
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Hey, it's a 9 year old boat! See how you Sea Ray guys twist the truth!!! I'm kidding, I'm kidding, joke, joke! haha
 
islandhopper00 said:
There was a non-disclosure agreement that was to go along with the repairs.
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This is where I have problems. I don't doubt that someone tried to tie warranty repairs to a non-disclosure agreement, but unless the original warranty (binding contract) specified that a non-disclosure was required, there's no way they could force you to sign one. It just seems that, as bull-headed as you sound, you wouldn't have rolled over on that one (and you obviously didn't, but you still should have gotten the repairs). Maybe you got bad advice, or maybe there is a provision in your warranty, but that point just sticks in my craw.
 
Unfortunately all boats old and NEW will have problems and, at some point, cost you money. Period!

Now...having the company pay for it instead of me?? Well, I guess I was just being selfish on my part by allowing them to take advantage of me by letting them pay instead of me. I know, I should've held firm and paid for it myself, but I was weak. As far as my dealer is concerned? I'm pretty sure they got reimbursed for the repairs. Unless, of course, they thought it would be morally wrong to do so. Not sure how that went on their end. Shame on them if they did!
Anyway, I've found that it's all part of the boating "lifestyle" If you think otherwise, you really need to get another hobby. Perhaps scrapbooking or collecting Pixie dust.
 
Mike....you need to tell everyone the rest of the story (cue Paul Harvey) so they understand COMPLETELY....apples to apples for everyone.
 
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