Michael Snow
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- Nov 25, 2002
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It has nothing to do with Nitros, but hopefully someone might read it and see how others are doing it.
I went fishing Sat morning, on the way to the lake, filled the gas tank. Ran around the lake a pretty good amount, got skunked, went home. Parked the boat where I normally park it (when not in the garage), half on, half off the driveway, maybe at a 5-10 degree angle leaning toward the passenger side. Well, it's Sunday night when I get to go out again, and notice some oily looking grass, then notice that the three pieces of non-skid rubber matting on the trailer are distorted and the adhesive is shot. Best I can figure is that the heat expanded the gasoline and it overflowed out the fill tube.
I called BassCat Monday morning, explained what happened, asked how much those three pieces were. I was never asked for my serial number nor my name a second time (like they would if trying to look up the serial number). Covered under warranty, no charge. The person I spoke to said he'd check with some of the other folks to see if they'd heard of anyone else having the issue (I didn't ask about that). He apologized for the problem and he'd get them shipped out pre-cut and ready to install.
I've read about BassCat's customer service, but usually it was a pro-staffer or someone who I figured might be pro-staff, and I've used a direct line to them in the past when asking questions before I bought. I didn't circumvent the system on this one, I called the parts department to order the parts. I didn't call warranty and try to get them to cover it, nothing like that.
I figure the parts would have cost me $10-20 (but we all know that we aren't shocked much when we THINK something is $10 and the price is $100 when it's attached to a boat), and sure, he could have gotten me to pay for it AND could have saved the shipping fees. He's have netted the company about $25 out of the deal (guessing). Instead, he "bought" free advertising because I'm here telling my story. He "bought" owner loyalty. He "bought" me remembering this should a "grey area" in warranty come up later and knowing that they treated me right and that I could give them the benefit of the doubt should they deny a "grey area" claim. I'd say that's $25 VERY well spent.
I went fishing Sat morning, on the way to the lake, filled the gas tank. Ran around the lake a pretty good amount, got skunked, went home. Parked the boat where I normally park it (when not in the garage), half on, half off the driveway, maybe at a 5-10 degree angle leaning toward the passenger side. Well, it's Sunday night when I get to go out again, and notice some oily looking grass, then notice that the three pieces of non-skid rubber matting on the trailer are distorted and the adhesive is shot. Best I can figure is that the heat expanded the gasoline and it overflowed out the fill tube.
I called BassCat Monday morning, explained what happened, asked how much those three pieces were. I was never asked for my serial number nor my name a second time (like they would if trying to look up the serial number). Covered under warranty, no charge. The person I spoke to said he'd check with some of the other folks to see if they'd heard of anyone else having the issue (I didn't ask about that). He apologized for the problem and he'd get them shipped out pre-cut and ready to install.
I've read about BassCat's customer service, but usually it was a pro-staffer or someone who I figured might be pro-staff, and I've used a direct line to them in the past when asking questions before I bought. I didn't circumvent the system on this one, I called the parts department to order the parts. I didn't call warranty and try to get them to cover it, nothing like that.
I figure the parts would have cost me $10-20 (but we all know that we aren't shocked much when we THINK something is $10 and the price is $100 when it's attached to a boat), and sure, he could have gotten me to pay for it AND could have saved the shipping fees. He's have netted the company about $25 out of the deal (guessing). Instead, he "bought" free advertising because I'm here telling my story. He "bought" owner loyalty. He "bought" me remembering this should a "grey area" in warranty come up later and knowing that they treated me right and that I could give them the benefit of the doubt should they deny a "grey area" claim. I'd say that's $25 VERY well spent.
