Boys,
What we have here is MIS-COMYUN-EE-CAY-SHUN.
Gene's complaint was about any dealership or company (and here the issue specifically is Mercury Marine) that intentionally ducks being responsible for a valid warranty claim. I think he has a point, but Bob does too. The dealership receives a specific service bulletin from the manufacturer about how to judge a warranty claim. They don't have a choice. If Mercury won't pay for the repair, and the customer won't pay for the repair, the dealer is stuck and either eats the cost himself or declines to do the service.
Scott and I talked at length over dinner on Friday about customer service being diretly related to the bottom line. Short-sighted companies (and here I'm specifically talking about the manufacturer) look at warranty claims as a drain on their profitability. But companies that think beyond the tip of their nose understand that customer service and properly handled warranty work will result in a stronger revenue stream down the road. Customers talk about their experiences, good or bad, and share them with friends on places like the internet.
Tracker Marine, Inc. leadership probably never spends the time or effort to cruise this board, and I told Scott that they probably do not appreciate the power of just this one site to steer prospective customers either toward or away from Tracker/Nitro boats. This is FREE advertising for them. What a shame if Tracker doesn't see this as an inexpensive but very effective product evaluation tool and a customer service resource. Think of it, everyone here who owns a Tracker product is a volunteer product tester.
I just mailed a letter off to Tracker Marine, Inc. complimenting them on the boat I bought, but also making four specific suggestions for improving FUTURE models. Will they listen? Maybe. Will they respond to me? Probably not. My point is that in a perfect Tracker/Nitro world, we would see folks from Tracker CORPORATE asking us questions and providing us with specific answers to our questions. L
ok at the excitement Penny Berrymann's post generated and imagine if the head of Tracker Marine's Customer Service Division were to be a regular participant on the board. Sure, he'd take some flak at first, but he could use that information to improve the entire product line and really build a positive reputation for the company.
I'll stop pontificating now. If that position ever opens up at Tracker Marine, my resume' is ready.