what would you do

I took my boat in for gel coat crack issues last year in early spring. The boat was still under warranty and I was told that all the cracks were caused by the factory not drilling the holes proper. 2 tower legs cracked, each screw hole on the windshield have cracked. The dealer stated to bring it back in the fall of 08 and they would repair everything under warranty. I dropped if off in September 08. Kept in touch through the winter, and was told it would be done by spring. Well, spring rolls around and I was told it would be done by easter. That week, another a reason that is was not done, be that they are having trouble matching the color ,it is off white. Maybe will be done in a week, called, got another excuse. Well now it has been a month, the dealer is 3 hours away so my brother was in that town and dropped in, took pictures and from what I see they havn't even started on some of the cracks. So it appears to me that they have been putting it off.

They have had it for 8 months, it was slow this winter, and now its the busy time of the year. Everytime I call I get a new excuse and no solid awnsers to when it will be done. Another issue is that the crack where the windshield screw were, cracked to the outside and to the inside down behind the seats. It appears that they are not fixing the cracks to the inside. I have spoken to the factory customer service and all they said they could do is call the dealer and ask what is taking so long.

The dealer, which I spoke to the owner today and he seemed that he didn't want to listen but more to tell me he would have the tech that is doing the repair call me tomorrow to explain the repairs and answer any questions I have.

Any suggestions on what I should do, say or how I can handle the situation. I would be more understandable if they did'nt have my boat already for 8 months and have been putting it off. Here are some photos of some of the holes that have not been started. I can't believe how poor the holes were drilled.

I would like to add, they have treated me really good up tell now. I'm not trying to put them under the bus but get any suggestions to overcome the situation. Thanks




(Message edited by spherren on April 30, 2009)

Is it in Greatfalls or some other dealer? Are they doing the work in-house or are they subbing it out? There is a outfit that does great work over by the Airforce base but they are slow. I used to have them do warranty gel work on Rangers because of the metalflake. If so they'll do a great job. Not much advice at this point on your ride. Hopefully you will get some answers tommorrow? I know that if this situation happened in my shop,I would be having a long,long talk with my service manager. If you guys ever get over to Canyon Ferry stop in, I'm the GM at the Sanger/Yamaha dealer in Townsend. Cool webite BTW

I know you said you spoke to the customer service @ Malibu (?) but I would give it another shot. They're the one who built the boat. I would ask nicely to make things go faster because 8 months is ridiculous. We all know that yelling sure makes you feel better but there's nothing like telling them ''it's my last 'bu'' while remaining calm and polite. that should speed things up.

and like dave said, that's a very cool website.

Scooter
After 8 months and you don't want to throw them under the bus? There conduct is totally out of line. I would talk to the rep and have him find a good dealer to take it to. The cracks are a factory defect its in the builders best interest to get it repaired ASAP. Its obvious this dealer is over its head with this repair.
The fact they keep blowing you off shows poor management and customer service.
Where was your boat all winter inside? outside? The longer it stays there the more danger its in.
Dealers don't have the room and won't treat it like you. Get it out of there quick or wish upon a star for a repair that will never be done right.
You should name the dealer so others don't get the same treatment.

Agrees with /\/\/\/\/\

After 8 Months I would be livid!

I am pretty upset. The reason I dropped it off last fall was so it would be done by spring. I figured if they took all winter, it would get done right, not fast. Also free storage! I have been really patiant with them due to the fact that they have been so good to me and I did not buy it from them. I am not going to say what dealer untill I see what they have to say today. I yet have heard from either the dealer or the factory. My biggest worry is if it is done right.

Here is my suggestion:

"I really want to give you a great recommendation. Right now, it is difficult with the time and progress to date. How can we work together so the outcome is good and I can recommend you to other potential customers?"

They need about 3-days for dry time to do the repair right. So, from a materials perspective, you need to give them at least 3-days after they get what they need. Although expensive, sanding and gel-coating the entire boat is an option to avoid an off-color repair.

agree with the others, 8 months is ridiculous

The color matching shouldn't be a problem. All they should have to do is call up Spectrum or whatever the company is that makes the gel and they should have the exact stuff they use on your color boat.

That is also crazy long with no progress.

that's crazy Scooter

sell the boat, move to Dallas, buy a boat from Waterski America. Tim, Frank, Tony, and the crew will take exceptional care of you

sorry, I know that's not helpful......

I would say if they don't get it back to you in the next week start by contacting the BBB and an attorney. You are doing without because they don't want to do the work. Warranty work is paid by the manufacturer right? What's taking so long if the manufacturer has already paid them? You have rights as a consumer.

I agree with Jack. Maybe call Malibu directly one more time. If that doesn't get the ball rolling, time to take legal action.

i have spoke to my dealer, we have came to a agreement. Like I have said before, they have always treated me really well, I just posted this to get some advise incase it went sour. I will keep you posted on what happens. Thanks for the replys!