Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.]After talking with the dealer working on my boat, my insurance company, and [redacted] , all parties said it should be a warranty issueMercury Marine continued to give me excuses as to why it should not be under warrantyI read throught multiple Mercury forums to find that Mercury rarely stands behind their warranty, and wanting to be able to actually use my boat this summer I decided to accept their offer at a block at their costI was told by their rep that the longest the freight would take was days and which would put my block at the dealer no later than June 24thThe Dealer said that they would be able to get the new block installed and ready by June 29thI made sure that all communication was done in order to have the block shipped the same day and was told by Mercurys rep that the block had indeed shipped that day and would arrive in daysAfter confirming everything with both Mercury and the Dealer I took in good faith that everything would be completed by the 29thWe planned our annual trip to Lake Powell including the purchase of slips, Hotels, and Airfare for our family memebersMonday afternoon knowing that we had a large trip planned around the boat, the Dealer called us to let us know that the block has still not shown upI called Mercury to be informed that the block is in Nevada and will not arrive until Thursday which is more than double the maximum freight time that I was qouted by MercuryNot only do I feel pressured into spending money on a brand new block to replace one that had less hours on it, showing symptoms of water ingress which reading other reviews and talking to marine mechanics has been caused on other motors by faulty Exhaust manifold issues on these motors, because I don't feel Mercury will stand by their warranty even if they knew they were at faultThis is judgeing from reported past experience of other Mercury OwnersI would have been consigned to the fact that I was out over $5,in this debacle just to be able to actually use my boat over this coming holidayNow not only am I out the money to repair the boat, I also now have to decide if I am going to cancel my trip and loose all my deposits, or if I am going to pay even more money to rent a boat for this trip due to Mercurys continued deception and negligenceI will say to prevent further blame passed away from Mercury that I am a regional service rep for a global company working in the transportation sectorI LTL components across the countryShipping from our plant in Pamona California to [redacted] takes daysI could accept the load being delivered monday, maybe Tuesday if their were extenuating circumstances, but days is longer than anything we frieght and our components are generally twice the size of an engine blockWe use the same LTL and other frieght networks that other manufacturers do.Never in all my experience with new vehicle warranties have I ever been pushed around and coerced by any manufactuer like my experience with MercuryFrom not following through with scheduled appointments, ignoring the fact that there is ample information showing that there is an issue with these blocks and water ingress from faulty exhaust manifolds, multiple examples of them denying warranty to owners in the mercury forums which all but forces me to take whatever they have to offerEven after giving up and taking their offer they still fall through with what they agreed uponI bought a new boat in an effort to not have these issuesI might as well have bought a used boat and not have the paymentAt this time I am out money for the block plus installI am out money for the trip planned, or I am out money to rent a boat to cover this tripI am out the payments for the last months for a boat that I cannot useThis issue has been ongoing since memorial day weekendThe engine was torn down at the request of Mercury before any pressure tests and standard diagnostics were doneThis issue has been mismanaged by Mercury since day one, and I am the one footing the billEverytime I give in, and hope to have this issue put in the past, another issue surfacesI feel I continue to give to Mercury in good faith, and they continually put me off and cause more problems.At this point I don't know what to do or what my options areEven being resigned to the fact that I am having to pay for a block at cost, and to have it installed, I do not think that this issue has been handled in a professional wayI have been driving the communication between Mercury and the Dealer, and the only contact initiated by Mercury was to confirm the delivery date that they failed to achieveMercury needs to do something more to make up for their continued failures Regards, Joshua ***
ID # I [redacted] RE: Mercury 9.9-horsepower EngineSerial # [redacted] ***Dear Ms [redacted] ,Thank you for a llowing Mercury Marine this opportunity to respond to the claim submitted by MsSusan [redacted] to the Revdex.com of Wisconsin.First and foremost, we hope Ms [redacted] will accept our apology for any inconvenience she hasexperienced due to the repair of this engine.Our records indicate this engine was purchased on April 14, with a 5-year factory warranty whichexpired April 14,Ms [redacted] is not the regi stered owner of this engine.On July 6, I 6, Ms [redacted] telep honed our Customer Service department requesting assistance for afailure in which the reverse gear was ground into the propeller shaftAt the time of that phone ca ll, weadvised Ms [redacted] we would be unable to assist wi th this repairA failure of this nature occurs one oftwo ways: the engine is left in the water when the larger engine is funning, or th e engine is in neutral gearwhen being trailered, resulting in ·windmilling'Given the fac t that neither of these failure causes arerelated to a defect in manufacturing, Mercury Marine respectfully dec lines to provide financial assistancewi th the repair of this engine.Should you need further assistance, please contact me at ###-###-#### between the hours of 7:a.m.and 4:p.m., Monday through Friday, Central Time[redacted] *Outboard Customer ServiceMercury MarineRef#: [redacted] ###-###-####
We Sincerely apologize for an inconvenience Mr [redacted] has experienced due to the engine issues described in his correspondenceOn June [redacted] in [redacted] , South Dakota contacted our Technical Service Department to discuss Mr [redacted] 's engineAfter discussions with the dealer, we authorized the installation of a fuel vent kit to eliminate the stalling out issue described by [redacted] in his correspondenceThis fuel vent was ordered by the dealership, and should be arriving shortly for immediate installationBased on the information provided by the dealership, and after review by our technicians, we are confident that the installation of this vent kit will resolveMr [redacted] 's issuePer the terms of the factory warranty Mercury Marine reserves the right to repair the engine, rather than replace it completeAt this time, we feel this vent kit will resolve the issue and respectfully decline to replace the entire motor.We again apologize for any inconvenience this issue has caused Mr [redacted]
Tell us why here [redacted] : Warranty is offered to the registered owner through Mercury Marine at the time of purchase This outboard was put in use on 04/28/and the warranty expired on 04/28/ The Mercury factory warranty that covers failures due to defects and poor workmanship only applied for a set amount of time and is not affected by engine hours Unfortunately, given the age of the product and the time out of warranty, Mercury will not be able to offer financial assistance with the cost of the engine repairWe sincerely hope to receive your understanding regarding the provisions of our warranty Should you have any other questions or concerns, please feel free to contact our office at ###-###-#### between the hours of 7:a.mand 4:p.m., Monday through Friday, central standard timeBest regards, Mercury Outboard Customer Assistance2015-
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Re: Complaint to Wisconsin Revdex.com against Mercury MarineThe business in question, Mercury Marine, has perseverated on the fact that the warranty is no longer in effect on the motor in questionMy complaint was never about the status of the warrantyMy complaint is that a motor with hours of use had a catastrophic failure of the power head, which should not happen on a motor with very little useMy concern is that the motor in question was defective at the time it was originally made, which caused it to have premature and significant issues with its functionI have discussed this issue with the certified Mercury mechanics who diagnosed the motor, and they agree that this is a defect in the manufacturing and/or quality of the product.I also requested from Mercury Marine that my complaint be sent to a higher level (i.e., the supervisor of the person who I contacted with my original complaint)The person I spoke with refused to connect me to her boss or to anyone else with whom I could address the issueI would like to have my complaint sent to someone at a higher level within the company, and I would like a response from that person as to why this motor, with very little use, had a significant defect that will cause it to require a new power head Regards, [redacted]
Tell us why here [redacted] : The engine powerhead did not fail while under warranty The warranty on the outboard, serial number 1B552407, expired on 04/28/This Verado outboard was purchased used and is still registered through Mercury Marine with the original owner, not Mr [redacted] Considering the age of this engine and the time out of warranty, obtaining assistance from Mercury for this repair has been rejected This has been explained to the customer multiple times yesterday The customer may choose to contact an authorized Mercury dealership for service to this engine; however Mercury will be unable to provide assistance with the cost of his repairIf the customer needs assistance with locating an authorized Mercury dealer, please select the following link: http://www.mercurymarine.com/find-a-dealer/ Should you have any other questions or concerns, please feel free to contact our office at ###-###-#### between the hours of 7:a.mand 4:p.m., Monday through Friday, central standard timeBest regards, Mercury Outboard Customer Assistance2015-
The Revdex.com letter was addressed 6/14/and since then, Mr [redacted] and Mercury Marine have come to an agreement Mercury Marine will supply a longblock replacement at a discounted price Mr [redacted] was agreeable to this solution.Mercury Marine considers this issue resolvedWe hope this information is helpful Should you have any other questions or concerns, please feel free to contact our office at ###-###-#### between the hours of 7:30am and 4:30pm Monday through Friday, Central Standard TimeBest regards, [redacted] MerCruiser Customer ServiceReference # [redacted] This email address is not monitored for replies.*Please do not reply to this emailIn order to assure a timely and accurate response, please use the "Contact Us" link on www.mercurymarine.com
Mercury’s findings, as detailed below, have not changed Thank youMercury had a brief conversation with Patrick E [redacted] , the current owner of the above engine, on December 2, An unauthorized Mercury dealer, Brad’s Marine, rebuilt a u-joint assembly that required bearing cross part number 75832T The part was purchased from a Mercury dealer, The Boat House in Cape Coral, Florida Brad’s Marine sent Mercury the failed u-joint assembly and cross caps for inspection The mechanic feels the snap ring groove edge is rounded and won’t retain the snap ring correctly Inspection revealed there is a chamfer going into the groove, but there is a flat edge for the snap ring to seat against No defect in material or workmanship was found Based on feedback from Brad’s Marine, the prescribed tool was not used to properly align the end caps; thus causing the failure The gimbal housing was damaged and the casting is broken where the bellows seal The gimbal housing requires replacementMr [redacted] was not receptive to the results of our findings Thank you
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.]After talking with the dealer working on my boat, my insurance company, and [redacted] , all parties said it should be a warranty issueMercury Marine continued to give me excuses as to why it should not be under warrantyI read throught multiple Mercury forums to find that Mercury rarely stands behind their warranty, and wanting to be able to actually use my boat this summer I decided to accept their offer at a block at their costI was told by their rep that the longest the freight would take was days and which would put my block at the dealer no later than June 24thThe Dealer said that they would be able to get the new block installed and ready by June 29thI made sure that all communication was done in order to have the block shipped the same day and was told by Mercurys rep that the block had indeed shipped that day and would arrive in daysAfter confirming everything with both Mercury and the Dealer I took in good faith that everything would be completed by the 29thWe planned our annual trip to Lake Powell including the purchase of slips, Hotels, and Airfare for our family memebersMonday afternoon knowing that we had a large trip planned around the boat, the Dealer called us to let us know that the block has still not shown upI called Mercury to be informed that the block is in Nevada and will not arrive until Thursday which is more than double the maximum freight time that I was qouted by MercuryNot only do I feel pressured into spending money on a brand new block to replace one that had less hours on it, showing symptoms of water ingress which reading other reviews and talking to marine mechanics has been caused on other motors by faulty Exhaust manifold issues on these motors, because I don't feel Mercury will stand by their warranty even if they knew they were at faultThis is judgeing from reported past experience of other Mercury OwnersI would have been consigned to the fact that I was out over $5,in this debacle just to be able to actually use my boat over this coming holidayNow not only am I out the money to repair the boat, I also now have to decide if I am going to cancel my trip and loose all my deposits, or if I am going to pay even more money to rent a boat for this trip due to Mercurys continued deception and negligenceI will say to prevent further blame passed away from Mercury that I am a regional service rep for a global company working in the transportation sectorI LTL components across the countryShipping from our plant in Pamona California to [redacted] takes daysI could accept the load being delivered monday, maybe Tuesday if their were extenuating circumstances, but days is longer than anything we frieght and our components are generally twice the size of an engine blockWe use the same LTL and other frieght networks that other manufacturers do.Never in all my experience with new vehicle warranties have I ever been pushed around and coerced by any manufactuer like my experience with MercuryFrom not following through with scheduled appointments, ignoring the fact that there is ample information showing that there is an issue with these blocks and water ingress from faulty exhaust manifolds, multiple examples of them denying warranty to owners in the mercury forums which all but forces me to take whatever they have to offerEven after giving up and taking their offer they still fall through with what they agreed uponI bought a new boat in an effort to not have these issuesI might as well have bought a used boat and not have the paymentAt this time I am out money for the block plus installI am out money for the trip planned, or I am out money to rent a boat to cover this tripI am out the payments for the last months for a boat that I cannot useThis issue has been ongoing since memorial day weekendThe engine was torn down at the request of Mercury before any pressure tests and standard diagnostics were doneThis issue has been mismanaged by Mercury since day one, and I am the one footing the billEverytime I give in, and hope to have this issue put in the past, another issue surfacesI feel I continue to give to Mercury in good faith, and they continually put me off and cause more problems.At this point I don't know what to do or what my options areEven being resigned to the fact that I am having to pay for a block at cost, and to have it installed, I do not think that this issue has been handled in a professional wayI have been driving the communication between Mercury and the Dealer, and the only contact initiated by Mercury was to confirm the delivery date that they failed to achieveMercury needs to do something more to make up for their continued failures Regards, Joshua ***
ID # I [redacted] RE: Mercury 9.9-horsepower EngineSerial # [redacted] ***Dear Ms [redacted] ,Thank you for a llowing Mercury Marine this opportunity to respond to the claim submitted by MsSusan [redacted] to the Revdex.com of Wisconsin.First and foremost, we hope Ms [redacted] will accept our apology for any inconvenience she hasexperienced due to the repair of this engine.Our records indicate this engine was purchased on April 14, with a 5-year factory warranty whichexpired April 14,Ms [redacted] is not the regi stered owner of this engine.On July 6, I 6, Ms [redacted] telep honed our Customer Service department requesting assistance for afailure in which the reverse gear was ground into the propeller shaftAt the time of that phone ca ll, weadvised Ms [redacted] we would be unable to assist wi th this repairA failure of this nature occurs one oftwo ways: the engine is left in the water when the larger engine is funning, or th e engine is in neutral gearwhen being trailered, resulting in ·windmilling'Given the fac t that neither of these failure causes arerelated to a defect in manufacturing, Mercury Marine respectfully dec lines to provide financial assistancewi th the repair of this engine.Should you need further assistance, please contact me at ###-###-#### between the hours of 7:a.m.and 4:p.m., Monday through Friday, Central Time[redacted] *Outboard Customer ServiceMercury MarineRef#: [redacted] ###-###-####
We Sincerely apologize for an inconvenience Mr [redacted] has experienced due to the engine issues described in his correspondenceOn June [redacted] in [redacted] , South Dakota contacted our Technical Service Department to discuss Mr [redacted] 's engineAfter discussions with the dealer, we authorized the installation of a fuel vent kit to eliminate the stalling out issue described by [redacted] in his correspondenceThis fuel vent was ordered by the dealership, and should be arriving shortly for immediate installationBased on the information provided by the dealership, and after review by our technicians, we are confident that the installation of this vent kit will resolveMr [redacted] 's issuePer the terms of the factory warranty Mercury Marine reserves the right to repair the engine, rather than replace it completeAt this time, we feel this vent kit will resolve the issue and respectfully decline to replace the entire motor.We again apologize for any inconvenience this issue has caused Mr [redacted]
Tell us why here [redacted] : Warranty is offered to the registered owner through Mercury Marine at the time of purchase This outboard was put in use on 04/28/and the warranty expired on 04/28/ The Mercury factory warranty that covers failures due to defects and poor workmanship only applied for a set amount of time and is not affected by engine hours Unfortunately, given the age of the product and the time out of warranty, Mercury will not be able to offer financial assistance with the cost of the engine repairWe sincerely hope to receive your understanding regarding the provisions of our warranty Should you have any other questions or concerns, please feel free to contact our office at ###-###-#### between the hours of 7:a.mand 4:p.m., Monday through Friday, central standard timeBest regards, Mercury Outboard Customer Assistance2015-
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Re: Complaint to Wisconsin Revdex.com against Mercury MarineThe business in question, Mercury Marine, has perseverated on the fact that the warranty is no longer in effect on the motor in questionMy complaint was never about the status of the warrantyMy complaint is that a motor with hours of use had a catastrophic failure of the power head, which should not happen on a motor with very little useMy concern is that the motor in question was defective at the time it was originally made, which caused it to have premature and significant issues with its functionI have discussed this issue with the certified Mercury mechanics who diagnosed the motor, and they agree that this is a defect in the manufacturing and/or quality of the product.I also requested from Mercury Marine that my complaint be sent to a higher level (i.e., the supervisor of the person who I contacted with my original complaint)The person I spoke with refused to connect me to her boss or to anyone else with whom I could address the issueI would like to have my complaint sent to someone at a higher level within the company, and I would like a response from that person as to why this motor, with very little use, had a significant defect that will cause it to require a new power head Regards, [redacted]
Tell us why here [redacted] : The engine powerhead did not fail while under warranty The warranty on the outboard, serial number 1B552407, expired on 04/28/This Verado outboard was purchased used and is still registered through Mercury Marine with the original owner, not Mr [redacted] Considering the age of this engine and the time out of warranty, obtaining assistance from Mercury for this repair has been rejected This has been explained to the customer multiple times yesterday The customer may choose to contact an authorized Mercury dealership for service to this engine; however Mercury will be unable to provide assistance with the cost of his repairIf the customer needs assistance with locating an authorized Mercury dealer, please select the following link: http://www.mercurymarine.com/find-a-dealer/ Should you have any other questions or concerns, please feel free to contact our office at ###-###-#### between the hours of 7:a.mand 4:p.m., Monday through Friday, central standard timeBest regards, Mercury Outboard Customer Assistance2015-
The Revdex.com letter was addressed 6/14/and since then, Mr [redacted] and Mercury Marine have come to an agreement Mercury Marine will supply a longblock replacement at a discounted price Mr [redacted] was agreeable to this solution.Mercury Marine considers this issue resolvedWe hope this information is helpful Should you have any other questions or concerns, please feel free to contact our office at ###-###-#### between the hours of 7:30am and 4:30pm Monday through Friday, Central Standard TimeBest regards, [redacted] MerCruiser Customer ServiceReference # [redacted] This email address is not monitored for replies.*Please do not reply to this emailIn order to assure a timely and accurate response, please use the "Contact Us" link on www.mercurymarine.com
Mercury’s findings, as detailed below, have not changed Thank youMercury had a brief conversation with Patrick E [redacted] , the current owner of the above engine, on December 2, An unauthorized Mercury dealer, Brad’s Marine, rebuilt a u-joint assembly that required bearing cross part number 75832T The part was purchased from a Mercury dealer, The Boat House in Cape Coral, Florida Brad’s Marine sent Mercury the failed u-joint assembly and cross caps for inspection The mechanic feels the snap ring groove edge is rounded and won’t retain the snap ring correctly Inspection revealed there is a chamfer going into the groove, but there is a flat edge for the snap ring to seat against No defect in material or workmanship was found Based on feedback from Brad’s Marine, the prescribed tool was not used to properly align the end caps; thus causing the failure The gimbal housing was damaged and the casting is broken where the bellows seal The gimbal housing requires replacementMr [redacted] was not receptive to the results of our findings Thank you