Dealer service disappointing.......

[Hana]

Let me start off by saying that we LOVE our new 242x!!! That being said we were rather disappointed in the service that we received from our dealer. We knew exactly what boat we wanted and in what color and asked them if they could locate one since the one that they had was already sold. Long story short on "how hard it would be to find one in blue because they were so popular " ..... They called me 3 days later and said that they had 2 on they way both of them blue. Great we would like one of those, no haggling on our side about my the price or any of the financial things..... Just get the boat and we will buy it. They had the boat for a week before we were able to pick it up because my wife was out of town. We made an appointment to pick it up last Saturday at 10 am. We show up and the boat is there with out the Bimini. They said they "cleaned" her up. I think not! In our excitement we decided to overlook the cleanliness. We signed the papers and there were like ok thanks. Hold on a minute do you think you guys could show me how to put on the Bimini? That in itself seemed to be a chore for them. So we get home and the storage areas were all filled with things like the carpet kit and bow filler cushions, a cargo net(which I still haven't figured out how to install) and a mat. When I bought my Lexus it didn't cost as much as this boat and we were treated like royalty. What are the prep fees for? Am I alone in this? Is it just me or or was this bad service? Opinions are greatly appreciated. Thanks

 

[Julian]

Sounds like your dealer fell down on their job on this one. I agree, if you paid a prep fee...it should have been prepped which to me means:

1. Cleaned
2. Set up (all options installed)
3. Gone over all the features you would like to review (teach you how to operate all the stuff)

 

[robert843]

I agree at full price plus prep they should have even taken you on a water test and showed you everything in action.

 

[octavio3311]

Yep. Your dealer dropped the ball.

 

[SCSTWG]

My bet would be that the service department isn't much better. You might want to look for another dealer to handle warranty work. Sorry to hear of your bad experience. Great boat.

 

[Freezer41]

they installed the carpet for me but the filler cushions being in the storage is not weird. With how much they push the surveys, I'm surprised they did not do better for you.

 

[Murf'n'surf]

I'm shocked..... The factory is right near you. You would think that the corporate guys hold the GA, TN and Carolinas dealers to a higher standard.

 

[Ronnie]

@Hana , sorry to hear about your sub par buying experience. It's the exact opposite one another one I just read where the dealer delivered the boat two hours away on a Sunday to take the new owners out for a sea trial / get to know your boat session for another two hours as well as included the first mantenance service at no cost. I see that you didn't mention the dealers name which is probably a good thing if you plan to go back there for maintenance but if you don't I'm sure others here would like to know who to avoid or at least what to expect from them.

I don't agree that the service department will also be crappy just because sales department was. I would never buy from my local dealer but I've taken my boat in for service there and have always been treated well. The one time I was dissatisfied it was because they promised to wash the boat if they keep it over the weekend and they didn't wash it (the weekend ended up being the last boat able one that season). They conducted a phone survey with me a few days later and within minutes the service rep called and offered to pick my boat up to wash and return it that same day.

If you plan on having the dealer service your boat just be weary of what they charge for it. I've read about huge variances here on what dealers charge for the 10 hour service, basically an oil change and filter replacement ($250 to $750 parts and labor, oem parts have a cost premium but still shouldn't be more than $100). Don't expect quick turn around at the service department either. Depending on the time of year you bring it in it could be there for weeks before they even touch it. It's not like a car dealership where you get a loaner either. I usually call ahead for a time estimate if it's over a week in season and it can wait until the off season it will wait.

 

[txav8r]

Delivery at two separate dealers was more of a sign off for sure. They went over the boat with me as we walked around it and made sure it was ready to go. Not much to it really but everything I saw was addressed. They pointed out the carpet kit, cushions, and how to use the cover. But they didn't install the carpets. They cautioned me about storing the cushions and carpets for transport as the cushions can get homes rubbed in them and carpets can blow out. But the use of my host was established during a demo. I actually tried out a 210 and a 230. So when I bought my boat it was several months later. I asked for another demo and they sent the then service manager and a service writer to the lake with me. It was a refamiliarization more than a demo.

One other thing that happened in delivery day, my salesman, now GM of my dealer, walked me to every department and introduced me to the folks I would be dealing with in the future. I still maintain some of those relationships, now 7 years later. Those trlatuonshios are important and I would recommend going back to my salesman and getting those introductions if you didn't. And directly express what your telling here. I wonder if it was the way they normally do business or if something else caused the ball drop. Either way, I would recommend letting them know and making those connections.

Congrats on the new boat!!!

 

[OperationROL]

I agree that a 70K purchase should be appreciated enough by the Sales department that you would walk out feeling like you were part of a great buying experience. If they did not install the carpet and bimini they should have asked you if you wanted it done. I have never heard of any dealer installing the extra cushions, though. The Bimini is a tricky one because they usually don't deploy the bimini on other boats because they are usually so universal. Of course your bimini is new and complicated enough that it should have been an automatic. I would schedule a meeting with the Sales Manager and tell them about your experience and see if they care enough to comment or compensate. You may also make the experience better for the next buyers.

 

[robert843]

Didn't someone else on here just buy the same boat from the same dealership you did? I wonder if their experience was the same?

 

[MattFX4]

I know of this dealer. Right down the road from me. Others have recommended them, but I do not have any first hand experience with them. Glad you shared though, I will be cautious if ever taking my boat in for warranty work.

 

[rkluck]

Did you buy your boat from the Kennesaw Dealer? I saw a boat just like you described sitting in the yard Saturday. Beautiful boat. Anyway if it is from Kennesaw I am shocked. I have had nothing but great experiences with them. I would bring up your concerns to the dealer manager.

 

[jlcj7]

[QUOTE="What are the prep fees for? Am I alone in this? Is it just me or or was this bad service? Opinions are greatly appreciated. Thanks[/QUOTE]

I would call the dealership and ask them specifically 'what is the prep fee for and what are you providing for paying it...' If they say to get the boat ready i.e. (clean up etc..) i would ask for a refund or some other parts/accessories of equal value...

I bought my son a $300 power wheel and got a better walk through than you did. I agree with others, for $70K+ you would hope they care enough to provide better service...

 

[MrMoose]

Delivery at two separate dealers was more of a sign off for sure. They went over the boat with me as we walked around it and made sure it was ready to go. Not much to it really but everything I saw was addressed. They pointed out the carpet kit, cushions, and how to use the cover. But they didn't install the carpets. They cautioned me about storing the cushions and carpets for transport as the cushions can get homes rubbed in them and carpets can blow out. But the use of my host was established during a demo. I actually tried out a 210 and a 230. So when I bought my boat it was several months later. I asked for another demo and they sent the then service manager and a service writer to the lake with me. It was a refamiliarization more than a demo.

One other thing that happened in delivery day, my salesman, now GM of my dealer, walked me to every department and introduced me to the folks I would be dealing with in the future. I still maintain some of those relationships, now 7 years later. Those trlatuonshios are important and I would recommend going back to my salesman and getting those introductions if you didn't. And directly express what your telling here. I wonder if it was the way they normally do business or if something else caused the ball drop. Either way, I would recommend letting them know and making those connections.

Congrats on the new boat!!!

@txav8r , who is your dealer? If their service department is competent, you should share this. I'm 0 for 2 so far in south Texas. When I brought my boat in to the Waco dealer for its 10 hr service, just after watching them maneuver the boat into the service bay, the owner (who was apparently having a really bad day) told me to get out of the service bay. His request involved using the words "Smith and Wesson", and he wasn't joking. I'm not kidding. While I waited for the work to get done, my salesman tried to introduce me to the general manager of the dealership but, although he was alone, he was too busy to establish eye contact, and shake my hand. They did more things wrong during that visit than they did right. They cross-threaded the bolt that holds my engine cover, popped-off the cup holder drain tube in the swim platform, didn't warm the engine oil before extracting it, and put 5 quarts of oil in one of my engines. If I end up needing service for something that I can't do myself, I'll probably tow the boat north to Austin or Dallas and give them a try. I'm sure glad that I didn't buy a YES warranty. I spoke to Yamaha about this and they told me to take the boat somewhere else. I asked where, and they gave me the name of another dealership (SMG Wake) near where I live. I called this dealership and they told me that they have no idea why Yamaha would send me to them because they don't sell or service Yamaha jet boats. I wonder if this is just a "Yamaha" thing or if all boat companies have these same issues in south Texas.

 

[Hana]

I did purchase it from the dealer in Kennnesaw. @Rod5 and I were there at the same time picking up our boats. I met him and his wife briefly that day but haven't heard anything about his experience. I want to thank everyone for their input and I will be contacting the sales manager to get his input on the situation.

 

[Jasonsbiz74]

That stinks...I would have been bitching up a storm and I generally talk a lot and ask a lot of questions. Good sales ppl are hard to find these days. Maybe give the owner a call and tell your story. It may benefit the next guy and make yourself feel a little better. Anyways, sounds like you got your boat and this forum will help fill in some of the blanks the dealer left out. Enjoy the boat...Happy boating friend

 

[96Pirate]

Sorry for your experience @Hana Sounds like you are heading down the correct path by contacting them. Don't let this slide. You paid a lot of money and deserved a better experience. They need to and should make good on it. If you were planning to use them for servicing ask for compensation in that form. These boats are easy to maintain so you might not get much value by doing that if you were going to maintain it yourself.

Best of luck and I hope things work out for you. You've got an awesome boat there!

 

[Evildwarf]

We went to Alabama to Wedowee Marine for two boat purchases because our experience at the "Kenesaw" dealer was negative. Our proximity to the SE headquarters does not equate to any better service at our local dealer. However the parts guys at this dealer are a good bunch of guys and run a good shop with a great sense of humor.

 

[txav8r]

@txav8r , who is your dealer? If their service department is competent, you should share this. I'm 0 for 2 so far in south Texas. When I brought my boat in to the Waco dealer for its 10 hr service, just after watching them maneuver the boat into the service bay, the owner (who was apparently having a really bad day) told me to get out of the service bay. His request involved using the words "Smith and Wesson", and he wasn't joking. I'm not kidding. While I waited for the work to get done, my salesman tried to introduce me to the general manager of the dealership but, although he was alone, he was too busy to establish eye contact, and shake my hand. They did more things wrong during that visit than they did right. They cross-threaded the bolt that holds my engine cover, popped-off the cup holder drain tube in the swim platform, didn't warm the engine oil before extracting it, and put 5 quarts of oil in one of my engines. If I end up needing service for something that I can't do myself, I'll probably tow the boat north to Austin or Dallas and give them a try. I'm sure glad that I didn't buy a YES warranty. I spoke to Yamaha about this and they told me to take the boat somewhere else. I asked where, and they gave me the name of another dealership (SMG Wake) near where I live. I called this dealership and they told me that they have no idea why Yamaha would send me to them because they don't sell or service Yamaha jet boats. I wonder if this is just a "Yamaha" thing or if all boat companies have these same issues in south Texas.

I have posted up my praise for Phil Dill Boats in Lewisville, Texas, so many times, I thought it might be redundant. Toby Blackney is the GM now, and he was my salesman when I bought my '08 230. Get this, I was looking for another leftover, a '12 240 specifically, in '14, and couldn't find one here. I ended up going up to Oklahoma and bought one from a dealer off of one of the eastern lakes. I had an immediate issue when I got home, the hydroturf was chalking and sunburned on the swim deck. Toby was the service manager at that time and he took in my boat and did the service as VIP after the sale, took all my info into their system as if they had sold the boat. I can't recommend them enough. If your going to go up there, let me know, I will call Toby and get him to give me a name for you to contact. I know you can just call service, and I am sure you will get good service doing that. But I would tell the service manager of your prior experience and tell them too, that you drove from South Texas based on local Yamaha owners recommendations. They are just human and can drop the ball just like anyone, but they will do everything reasonable to make it right when they do. They know Yamaha's, they are the number one selling Yamaha Sport Boats dealer in the country, or were, I think several vie for that title now. Being the biggest isn't as important as being the best customer service oriented.