No More Customer Service?

Jack380AC

Member
Jan 28, 2008
877
West Chester, PA / North East, MD
Boat Info
2000 380 Aft Cabin
Engines
Twin 454 Mag MPI Horizon MerCruiser
I have bragged many many times how Sea Ray had the best customer service (800-772-6287). Over the years, I had called them on a few occassions and was always connected with someone who was extremely knowledgeable in my question and very helpful. Today, a recording told me to take a hike (go to the web site) which of course only has FAQs and manuals. This hurts. I don't want to love my Sea Ray less but I feel left to the very expensive mercy of marina shops (no dealer near by). Sad day. :smt009
 
Try contacting Rick Bressner (321-459-2930) I'm not sure if this # is still active. I spoke to Rick last July and he was great to deal with. Hope this help
 
I used to think they also had great customer service, but not in the last couple of years. I've put in a few emails requesting some info on access and construction on a couple of things on my boat. Never even got a reply. Granted it's a 15 year old boat and the email responder probably doesn't even know the model existed, but it's still a sea ray and by keeping the older ones serviceable and valuable, people will stick with the brand when they move up. Cutting customer service is penny wise and pound foolish IMO.
 
Eventually this had to happen. Just how is Sea Ray going to continue providing support when they are selling very few new boats? They held on to their high service levels longer than most boat manufacturers. Maybe they'll get back to their prior level of factory service to any owner, but in the meantime, I suspect that degree of support is being provided only to owners of new boats, and even then it's likely accessed through the dealer.
 
I thought the same thing until I heard the story of my dock neighbor and his formula. He bought a repo'd 2004 30 something cruiser. went to install some underwater lights and water pored out of his transom. He called formula and they came and picked it up and rebuilt the whole boat on their dime. not only did they repair the transom, but went through the whole boat and replaced everything that wasn't perfect... doors, cushions, seals, panels etc... I have to say, it made me jealous. I can tell you that his next boat will be a formula.
 
I think Formula has always had great service. Sea Ray has never been to the caliber of Formula with customer service.
 
I have continued to speak with customer service with great success. As recent as today I spoke and the agent spent extra time with my inquiry.
 
I have continued to speak with customer service with great success. As recent as today I spoke and the agent spent extra time with my inquiry.

Please share the number you are calling with the rest of us. I have a mid cabin sink issue that two of their dealers can't figure out what the part number is that I need.
 
I disagree and believe still has great customer service. Last week I had problems with my fresh water system and sent a detailed email to customer service on the Sea Ray sebsite. The next day I got a detailed answer from customer service. The not only answered my questions but submited a schematic on the fresh water system with part numbers. The also included the original manufacturer of the parts. Rick Bressner and his phone number was included in the email. I called Rick and was very helpful and supplied me the cross reference number of the parts I needed. I called Jason and he gave me cross reference numbers of the manufacturer to make my ordering easier. Jason Brennan has also been very helpful. I think the problem everyone is having is they are trying to bypass Sea Rays procedure for receiving help. Use the email customer service on the Sea Ray website and they will be back to you by the next day. If you cannot get satification then you can call the representative that answered your email. Try it. it will work for you. Be patient. I have used them many time in the past with problems with my 95 33DA and have found the customer service to be excellent.
 
I called them yesterday during lunch time (EST) and was told to call back after 1pm. Called back and got Denise who promptly helped me with an issue with the new to me boat I just purchased. So getting them wasn't an issue.
 
Before you criticize Sea Ray, consider their side of this. How many times do you think their customer service got questions like "How do I put water in my water tank?" or "Do I turn off the generator before I plug in the shore power or after?" Their senior people were tied up with this type foolishness a lot of the time. Which, by the way, is why Sea Ray loves CSR. As the boat business slowed down in 2008-9, it became necessary to refocus customer service and to try to force as much of it to email as possible since there were fewer people involved. Sea Ray cares about customer service, there are still Customer Service people there and they will talk to you, but many times you get quicker answers by emailing.
 
....or "Do I turn off the generator before I plug in the shore power or after?"

I'm supposed to turn off the generator before I plug into shore power?

At Port Jefferson, NY, it is best to keep the generator running even while plugged into shore power.
 
I wouldn't know about their CS. As I own two boats built before some of them were born. I can say this. When it comes to my parts suppliers, Marine, auto or Heavy Duty Truck. If I have to order a part and get it the next day, I would drive 100 miles to your completion to buy it and have it in hand. Even if it costs more. Point is you can't sell from an empty cart. CS works that way too. Especially when you drop fortunes on their products.
 
I had no issues getting the service I needed to find parts no longer stocked and lacking current numbers. I don't remember if I called or emailed first. MM
 

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