timemachine
Member
On Friday Aug 3rd I lost RPMs on my port engine and received a low fuel pressure code leaving Nantucket. I ended up limping back to the dock, changed out filters, and when I went to restart engine it would not fire up. After working on the phone with my mechanic believed it was the high-pressure fuel pump.
Instead of taking the 14+ hour ride home I made a 3-hour trip on one engine to Hyannis Marina who when I called them that Friday informed me they would “get right on it Monday if I got it there”.
On Sunday made the run and Monday morning met with the most arrogant mechanic ever. Basically, implied all my troubleshooting was wrong, how I changed filters was wrong, how I checked flow,etc… and that he would take it from here. He told me he would call me round noon and so I rented a car and headed home figuring this would take a couple days.
No call that day even though they told me at 4 he would call me back shortly. Tuesday, he called me and said he left at 12 the day before but not to worry he ordered a “lift pump and check valve” in case it was needed. Said he was heading down the boat and would get back to me at noon. Well again I called at 4 and told he would call back and again nothing.
Wednesday, I emailed the service manager after 12 when my 9:30 call to them again went unreturned. He calls me and says they believe its my lift pump but not to worry as they had one that they ordered. My response was I was told that yesterday morning so why isn’t it fixed? He didn’t know the mechanic already told me this. He really didn’t know much. I call back at 4:30 to be told that they installed those parts and motor still will not run. He proceeds to tell me he needs a special adapter to test the high-pressure pump and will have the part “first thing tomorrow” (Thursday).
Thursday guess what? No call so at 3:30 I get a hold of him and he says they are just walking down to my boat. Says he will call be back as soon as he hears. No call back.
Friday I start calling at 8:30. They have had the boat 5 days and I am not sitting back any longer. Just before noon I get thru and am told my high-pressure pump is fine. (this really surprises me as everything I have read from Cummins points to this pump) He proceeds to tell me they believe its bad injector or injectors and they a Cummins mechanic from outside is on site and they are going to pick his brain. Tells me they were able to start the engine with ether but doesn’t elaborate (great they need help) Finally at 4 I get thru again and am told “I will call you back before I leave”. Well no call. At 6:15 I get an email saying they believe its my high-pressure fuel pump but at this point they have all left so nothing I can do.
Monday, I call first thing. Tells me I need a fuel pump. Proceeds to tell me its $5000.00 but he may be able to have it rebuilt. I proceed to tell him WRONG! Its $1700.83 at Cummins 1.5 hours away and that’s with them returning the core. He says “oh that’s not what they told me”. So he calls them gets the same answer I got and calls be back. I offer to sent Uber to get the part and he tell me they will get on it as soon as it arrives. They get the part and guess what? Mechanic is now held up on another job and they will get to it in the morning. Guy can’t even call he emails me.
Tuesday, I call and he says they are on it. Call back at noon and told he will walk down and see how its going. 2:30ish get an email stating the fuel pump is missing parts. I get thru to him and he says they never compared the pump to the one before they started disassembly. (Now this is mechanic 101. You always make sure you have the right part before starting a job, right? Now this part had a superseded part number so even more reason to check it. On top of this they’ve had the part for 2 days. Wtf!!) He tells me the mechanic just took it out of the box, painted it and went down to pull the other one off. He assured me this is all Cummins fault as he asked if any other parts were needed.
At this point I call Cummins. In 5 minutes, I had the service bulletin on the old part and there is just a simple mount that is changed. I call back Hyannis Marina and no answer. Again at the end of the day I get thru. He tells me he just talked to them (just talked to them??? Seriously! 2.5 hours later). Says he ordered the part and it will be here in the morning, Wednesday)
At this point I am scared of how big of idiots these guys are. I find the owner and call him. I speak to his assistant and wait.
Wednesday owner calls me at 9:30. I tell him my story and tell him I have no faith that his guys know what they are doing. Tell him they don’t return calls, give me inaccurate information, and basically what a terrible time I have had going on 8 days with no fix or anyone telling me they can accurately tell me what the cause is. He tells me he already looked into it and that he didn’t see any issues. Well when I give him examples he kept saying “I didn’t know that”, tells me completely different stories than what the service manager told me, and we go back and forth. He assures me he is on top of it. He guarantees me that the minute that part shows up his guys were told to stop what they are doing and get back on my boat.
Low and behold I get an email at 4 that reads. “the parts arrived at 2:39, the tech was in the process of removing an engine… I expect the pump to be installed in the morning.” (are you serious?). I forward the email to the owner. At almost 9 PM my phone rings. He tells me that 2 guys worked on my boat. One worked to remove the old pump and the other prepping the new one. So, I ask why did you remove the old one twice as they told me in an email the day prior they realized they were missing parts when the old one was removed. He had no answer. So I ask why did I get the email saying they would work on it in the morning? He says what email? I told him the email I forwarded. There’s a pause and I hear a sigh and then he says he doesn’t know why I got that email but told me they worked on it. We get into a back and forth and almost everything this guy says is contradicted in an email or a phone call. He said the tech only worked a half day Monday which is why they never installed parts then I say I have an email saying he was tied up on another job. He pauses and checks the guys time card with no response. In one sentence he tells me that his guys are the best around then he tells me the Cummins mechanic on site whose brain they picked gave them bad information. When I challenged him on why if his guys are the best around would they even need to pick the Cummins Mechanics brain and pauses again and says I can see how you could ask that. But no real response as usual.
Cont below.
Instead of taking the 14+ hour ride home I made a 3-hour trip on one engine to Hyannis Marina who when I called them that Friday informed me they would “get right on it Monday if I got it there”.
On Sunday made the run and Monday morning met with the most arrogant mechanic ever. Basically, implied all my troubleshooting was wrong, how I changed filters was wrong, how I checked flow,etc… and that he would take it from here. He told me he would call me round noon and so I rented a car and headed home figuring this would take a couple days.
No call that day even though they told me at 4 he would call me back shortly. Tuesday, he called me and said he left at 12 the day before but not to worry he ordered a “lift pump and check valve” in case it was needed. Said he was heading down the boat and would get back to me at noon. Well again I called at 4 and told he would call back and again nothing.
Wednesday, I emailed the service manager after 12 when my 9:30 call to them again went unreturned. He calls me and says they believe its my lift pump but not to worry as they had one that they ordered. My response was I was told that yesterday morning so why isn’t it fixed? He didn’t know the mechanic already told me this. He really didn’t know much. I call back at 4:30 to be told that they installed those parts and motor still will not run. He proceeds to tell me he needs a special adapter to test the high-pressure pump and will have the part “first thing tomorrow” (Thursday).
Thursday guess what? No call so at 3:30 I get a hold of him and he says they are just walking down to my boat. Says he will call be back as soon as he hears. No call back.
Friday I start calling at 8:30. They have had the boat 5 days and I am not sitting back any longer. Just before noon I get thru and am told my high-pressure pump is fine. (this really surprises me as everything I have read from Cummins points to this pump) He proceeds to tell me they believe its bad injector or injectors and they a Cummins mechanic from outside is on site and they are going to pick his brain. Tells me they were able to start the engine with ether but doesn’t elaborate (great they need help) Finally at 4 I get thru again and am told “I will call you back before I leave”. Well no call. At 6:15 I get an email saying they believe its my high-pressure fuel pump but at this point they have all left so nothing I can do.
Monday, I call first thing. Tells me I need a fuel pump. Proceeds to tell me its $5000.00 but he may be able to have it rebuilt. I proceed to tell him WRONG! Its $1700.83 at Cummins 1.5 hours away and that’s with them returning the core. He says “oh that’s not what they told me”. So he calls them gets the same answer I got and calls be back. I offer to sent Uber to get the part and he tell me they will get on it as soon as it arrives. They get the part and guess what? Mechanic is now held up on another job and they will get to it in the morning. Guy can’t even call he emails me.
Tuesday, I call and he says they are on it. Call back at noon and told he will walk down and see how its going. 2:30ish get an email stating the fuel pump is missing parts. I get thru to him and he says they never compared the pump to the one before they started disassembly. (Now this is mechanic 101. You always make sure you have the right part before starting a job, right? Now this part had a superseded part number so even more reason to check it. On top of this they’ve had the part for 2 days. Wtf!!) He tells me the mechanic just took it out of the box, painted it and went down to pull the other one off. He assured me this is all Cummins fault as he asked if any other parts were needed.
At this point I call Cummins. In 5 minutes, I had the service bulletin on the old part and there is just a simple mount that is changed. I call back Hyannis Marina and no answer. Again at the end of the day I get thru. He tells me he just talked to them (just talked to them??? Seriously! 2.5 hours later). Says he ordered the part and it will be here in the morning, Wednesday)
At this point I am scared of how big of idiots these guys are. I find the owner and call him. I speak to his assistant and wait.
Wednesday owner calls me at 9:30. I tell him my story and tell him I have no faith that his guys know what they are doing. Tell him they don’t return calls, give me inaccurate information, and basically what a terrible time I have had going on 8 days with no fix or anyone telling me they can accurately tell me what the cause is. He tells me he already looked into it and that he didn’t see any issues. Well when I give him examples he kept saying “I didn’t know that”, tells me completely different stories than what the service manager told me, and we go back and forth. He assures me he is on top of it. He guarantees me that the minute that part shows up his guys were told to stop what they are doing and get back on my boat.
Low and behold I get an email at 4 that reads. “the parts arrived at 2:39, the tech was in the process of removing an engine… I expect the pump to be installed in the morning.” (are you serious?). I forward the email to the owner. At almost 9 PM my phone rings. He tells me that 2 guys worked on my boat. One worked to remove the old pump and the other prepping the new one. So, I ask why did you remove the old one twice as they told me in an email the day prior they realized they were missing parts when the old one was removed. He had no answer. So I ask why did I get the email saying they would work on it in the morning? He says what email? I told him the email I forwarded. There’s a pause and I hear a sigh and then he says he doesn’t know why I got that email but told me they worked on it. We get into a back and forth and almost everything this guy says is contradicted in an email or a phone call. He said the tech only worked a half day Monday which is why they never installed parts then I say I have an email saying he was tied up on another job. He pauses and checks the guys time card with no response. In one sentence he tells me that his guys are the best around then he tells me the Cummins mechanic on site whose brain they picked gave them bad information. When I challenged him on why if his guys are the best around would they even need to pick the Cummins Mechanics brain and pauses again and says I can see how you could ask that. But no real response as usual.
Cont below.
