*Customer brought boat in originally for the first service and the tachometer not working on 1/2/We could not get an answer on getting a replacement tachometer from Mudbuddy so the customer picked the unit up on 1/5/*The customer then brought the boat back in on 1/16/with a complaint of the trim working intermittently and then completely quit workingThe customer also wanted to check on the replacement tachometerWe found loose connection at the battery and corrosion present on multiple connections on the electrical system on the motorWe tightened loose connection and then cleaned all corroded connections and sprayed with battery terminal protectorWe finally received an answer on the tachometer that it was a component of the Briggs & Stratton motor which could be covered under warranty by a Briggs & Stratton Service CenterWe are not a Briggs & Stratton Service Center so we directed the customer to a Briggs & Stratton Service Center close to the area where the customer livesThe customer picked the boat up from service on 1/19/*The customer brought the boat in on the afternoon of Wednesday, February 21, with a complaint of the trim not working again [redacted] wrote the customer up and [redacted] stepped into the conversation at the endThe customer asked [redacted] when we would be able to look at the boat and she responded today [redacted] stopped [redacted] and advised her that the customer wanted to know when service would look at the boat not when she was going to finish getting the information for the service ticket(It was raining heavily at the time) [redacted] immediately advised the customer that we were extremely busy in service and that it would more than likely be early the next week before we would be able to look at the boat [redacted] also stated that we would try to look at it as quickly as we couldWe have since looked at the unit and found corrosion present on the electrical terminals on the motor and corrosion present on the battery terminals in the battery compartmentAlso note that the battery compartment had a good amount of water in it due to the drains being stopped up with mudAfter cleaning terminals the trim then worked again properly [redacted] called [redacted] at Mudbuddy to find out if this would be covered under warranty and also sent in attached emailMudbuddy stated that corrosion was not a warrantable issue but they would goodwill cover the repair one time only The trim is now in proper working order with corrosion protectant on the terminals and connectionsThe customer has been notified and is coming to pick up the boat
Our Service Manger and shop foreman have forwarded me notes on this particular repair that I would like to share with youSince this is the first ***e I have had to answer a complaint please let me know if you need in an alternate form or version ** *** Service Manager commentsRegarding
the repairs made to work order that was picked up on December 13, To this date we have not been contacted by the customer and notified of any problems with the repairs performedHad we been notified of any problems, we would have asked the customer to bring the boat in to be inspectedAs stated on job of the work order, the unit was tested both in the test tank and during a subsequent test at the lakeBoth service manager ** *** and shop foreman *** *** were present at both testsWe as business procedure, video the repairs in run issue repair tickets, and as such, have that video demonstrating the running condition after repairs on fileJob line also states that the unit was not winterized, which means that the fuel was not stabilizedThis needs to be done yearly or problems will occur with the fuel systemOver three months have passed since the customer picked up his boat which is more than enough ***e for the fuel to go bad and cause problems *** *** Shop foreman commentsReply to work order Reference condition of unit upon intake, progress notes and detailed diagnosis and repair stepsUnit was in fully operational condition upon completion of repairsprocedure for testing units is a simulation run in our test tank, and in addition as a courtesy to this customer the unit was also lake tested to assure repaircost to customer for a lake test is 1-hours of shop ***e at $We did not charge the customer for thisUnit was picked up in December of In light of the extensive repairs to the fuel system, a certain onus of responsibility on the part of the customer should be expectedGiven the lack of contact from the customer and the ***e lapse from pickup to voicing a problem with no chance to assess on our part makes it seem possible that the unit is suffering from a lack of proper winterization and storageAlthough without a chance for us to properly inspect the unit no conclusive diagnosis is possible In final, I would suggest that Mr*** give us the opportunity to inspect and recommend a solution or repairs based on that inspectionIt may or may not be related to the repair, or could be a new issue that has arisenHowever without an inspection/ test it would be difficult, if not impossible for anyone to make a determination of the root cause or repair(s) needed
Complaint: ***
I am rejecting this response because:Marine land would have only continued to charge money for a problem they couldn't fixI will resort to small claims court
Regards,
*** ***
In answer it is difficult to respond when you haven't been notified of any problems or given the opportunity to inspect the boat or its repairs. We would have gladly looked at this situation and acted accordingly. Since we did document the operation of this machine before it left I can only guess as to any problems that may or may not have occurred in the months since we did them. Mr. [redacted] could just have easily brought the unit in for inspection/repair at no charge, but instead chose to utilize another shop which resulted in additional charges. This is indeed regrettable, but that ultimately is and was his choice.
*Customer brought boat in originally for the first service and the tachometer not working on 1/2/18. We could not get an answer on getting a replacement tachometer from Mudbuddy so the customer picked the unit up on 1/5/18. *The customer then brought the boat back in on 1/16/18 with a complaint of...
the trim working intermittently and then completely quit working. The customer also wanted to check on the replacement tachometer. We found loose connection at the battery and corrosion present on multiple connections on the electrical system on the motor. We tightened loose connection and then cleaned all corroded connections and sprayed with battery terminal protector. We finally received an answer on the tachometer that it was a component of the Briggs & Stratton motor which could be covered under warranty by a Briggs & Stratton Service Center. We are not a Briggs & Stratton Service Center so we directed the customer to a Briggs & Stratton Service Center close to the area where the customer lives. The customer picked the boat up from service on 1/19/18. *The customer brought the boat in on the afternoon of Wednesday, February 21, 2018 with a complaint of the trim not working again. [redacted] wrote the customer up and [redacted] stepped into the conversation at the end. The customer asked [redacted] when we would be able to look at the boat and she responded today. ** stopped [redacted] and advised her that the customer wanted to know when service would look at the boat not when she was going to finish getting the information for the service ticket. (It was raining heavily at the time). ** immediately advised the customer that we were extremely busy in service and that it would more than likely be early the next week before we would be able to look at the boat. ** also stated that we would try to look at it as quickly as we could. We have since looked at the unit and found corrosion present on the electrical terminals on the motor and corrosion present on the battery terminals in the battery compartment. Also note that the battery compartment had a good amount of water in it due to the drains being stopped up with mud. After cleaning terminals the trim then worked again properly. ** called [redacted] at Mudbuddy to find out if this would be covered under warranty and also sent in attached email. Mudbuddy stated that corrosion was not a warrantable issue but they would goodwill cover the repair one time only. The trim is now in proper working order with corrosion protectant on the terminals and connections. The customer has been notified and is coming to pick up the boat.
*Customer brought boat in originally for the first service and the tachometer not working on 1/2/We could not get an answer on getting a replacement tachometer from Mudbuddy so the customer picked the unit up on 1/5/*The customer then brought the boat back in on 1/16/with a complaint of the trim working intermittently and then completely quit workingThe customer also wanted to check on the replacement tachometerWe found loose connection at the battery and corrosion present on multiple connections on the electrical system on the motorWe tightened loose connection and then cleaned all corroded connections and sprayed with battery terminal protectorWe finally received an answer on the tachometer that it was a component of the Briggs & Stratton motor which could be covered under warranty by a Briggs & Stratton Service CenterWe are not a Briggs & Stratton Service Center so we directed the customer to a Briggs & Stratton Service Center close to the area where the customer livesThe customer picked the boat up from service on 1/19/*The customer brought the boat in on the afternoon of Wednesday, February 21, with a complaint of the trim not working again [redacted] wrote the customer up and [redacted] stepped into the conversation at the endThe customer asked [redacted] when we would be able to look at the boat and she responded today [redacted] stopped [redacted] and advised her that the customer wanted to know when service would look at the boat not when she was going to finish getting the information for the service ticket(It was raining heavily at the time) [redacted] immediately advised the customer that we were extremely busy in service and that it would more than likely be early the next week before we would be able to look at the boat [redacted] also stated that we would try to look at it as quickly as we couldWe have since looked at the unit and found corrosion present on the electrical terminals on the motor and corrosion present on the battery terminals in the battery compartmentAlso note that the battery compartment had a good amount of water in it due to the drains being stopped up with mudAfter cleaning terminals the trim then worked again properly [redacted] called [redacted] at Mudbuddy to find out if this would be covered under warranty and also sent in attached emailMudbuddy stated that corrosion was not a warrantable issue but they would goodwill cover the repair one time only The trim is now in proper working order with corrosion protectant on the terminals and connectionsThe customer has been notified and is coming to pick up the boat
Our Service Manger and shop foreman have forwarded me notes on this particular repair that I would like to share with youSince this is the first ***e I have had to answer a complaint please let me know if you need in an alternate form or version ** *** Service Manager commentsRegarding
the repairs made to work order that was picked up on December 13, To this date we have not been contacted by the customer and notified of any problems with the repairs performedHad we been notified of any problems, we would have asked the customer to bring the boat in to be inspectedAs stated on job of the work order, the unit was tested both in the test tank and during a subsequent test at the lakeBoth service manager ** *** and shop foreman *** *** were present at both testsWe as business procedure, video the repairs in run issue repair tickets, and as such, have that video demonstrating the running condition after repairs on fileJob line also states that the unit was not winterized, which means that the fuel was not stabilizedThis needs to be done yearly or problems will occur with the fuel systemOver three months have passed since the customer picked up his boat which is more than enough ***e for the fuel to go bad and cause problems *** *** Shop foreman commentsReply to work order Reference condition of unit upon intake, progress notes and detailed diagnosis and repair stepsUnit was in fully operational condition upon completion of repairsprocedure for testing units is a simulation run in our test tank, and in addition as a courtesy to this customer the unit was also lake tested to assure repaircost to customer for a lake test is 1-hours of shop ***e at $We did not charge the customer for thisUnit was picked up in December of In light of the extensive repairs to the fuel system, a certain onus of responsibility on the part of the customer should be expectedGiven the lack of contact from the customer and the ***e lapse from pickup to voicing a problem with no chance to assess on our part makes it seem possible that the unit is suffering from a lack of proper winterization and storageAlthough without a chance for us to properly inspect the unit no conclusive diagnosis is possible In final, I would suggest that Mr*** give us the opportunity to inspect and recommend a solution or repairs based on that inspectionIt may or may not be related to the repair, or could be a new issue that has arisenHowever without an inspection/ test it would be difficult, if not impossible for anyone to make a determination of the root cause or repair(s) needed
Complaint: ***
I am rejecting this response because:Marine land would have only continued to charge money for a problem they couldn't fixI will resort to small claims court
Regards,
*** ***
In answer it is difficult to respond when you haven't been notified of any problems or given the opportunity to inspect the boat or its repairs. We would have gladly looked at this situation and acted accordingly. Since we did document the operation of this machine before it left I can only guess as to any problems that may or may not have occurred in the months since we did them. Mr. [redacted] could just have easily brought the unit in for inspection/repair at no charge, but instead chose to utilize another shop which resulted in additional charges. This is indeed regrettable, but that ultimately is and was his choice.
*Customer brought boat in originally for the first service and the tachometer not working on 1/2/18. We could not get an answer on getting a replacement tachometer from Mudbuddy so the customer picked the unit up on 1/5/18. *The customer then brought the boat back in on 1/16/18 with a complaint of...
the trim working intermittently and then completely quit working. The customer also wanted to check on the replacement tachometer. We found loose connection at the battery and corrosion present on multiple connections on the electrical system on the motor. We tightened loose connection and then cleaned all corroded connections and sprayed with battery terminal protector. We finally received an answer on the tachometer that it was a component of the Briggs & Stratton motor which could be covered under warranty by a Briggs & Stratton Service Center. We are not a Briggs & Stratton Service Center so we directed the customer to a Briggs & Stratton Service Center close to the area where the customer lives. The customer picked the boat up from service on 1/19/18. *The customer brought the boat in on the afternoon of Wednesday, February 21, 2018 with a complaint of the trim not working again. [redacted] wrote the customer up and [redacted] stepped into the conversation at the end. The customer asked [redacted] when we would be able to look at the boat and she responded today. ** stopped [redacted] and advised her that the customer wanted to know when service would look at the boat not when she was going to finish getting the information for the service ticket. (It was raining heavily at the time). ** immediately advised the customer that we were extremely busy in service and that it would more than likely be early the next week before we would be able to look at the boat. ** also stated that we would try to look at it as quickly as we could. We have since looked at the unit and found corrosion present on the electrical terminals on the motor and corrosion present on the battery terminals in the battery compartment. Also note that the battery compartment had a good amount of water in it due to the drains being stopped up with mud. After cleaning terminals the trim then worked again properly. ** called [redacted] at Mudbuddy to find out if this would be covered under warranty and also sent in attached email. Mudbuddy stated that corrosion was not a warrantable issue but they would goodwill cover the repair one time only. The trim is now in proper working order with corrosion protectant on the terminals and connections. The customer has been notified and is coming to pick up the boat.