No More Customer Service?

[Jack380AC]

Here's an update:

Got the email receipt notice that included the direct number of Rick Bressner. Good form and I can see from other responses that he actually answers that number and gets you help.

I also received this explanation via an email response:
........the 800 number for our customer service grouphas been eliminated. You can still reach the same group of helpfulknowledgeable individuals by calling (321) 449-8628, and pressing one for aretail customer....... ifyou call our office one of our Product Support Specialists will be happy toassist you at your convenience.

So Mea culpa, it seems customer service is still available, just not as easy to find the phone number (unless you are a CSR member).

I also appreciate Frank's response as I can accept that in today's marine economy, you have to be pruident with costs.

I'll be back later to brag about the great support I got!

 

[connie garcy]

Rick was great to deal with. When I spoke to him the first time and gave him my hull # he told me he knew the boat because he helped build it. He has alot of knowledge on the 370DA.

 

[OldSkool]

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.

Frank I'm so all over this. I got a call from a guy who had put 8 hours on his hourmeter and wondered how long it took for it to click one time. 8 hours and the guy wonders if there's a problem. Another guy calls and wants to know why his newly delivered used skid loader stopped running after 10 hours. I asked him what the fuel gauge read and he said full. 10 hours and the fuel gauge never moved, gee I wonder why the machine stopped. You guessed it.
In both cases the call was handled helpfully as these guys are just as important as others with real technical issues calling in. To them it was a big deal so it was a big deal for me too.