Munson Marine

Initial Business Response / [redacted] (1000, 5, 2015/06/19) */ Contact Name and Title: Craig Munson Contact Phone: [redacted] Contact Email: [redacted] The customer purchased a new Southbay pontoon from us years agoThey had a problem with the steering early on, which was fixedIt did take us more than one attempt because when we test drove the boat the first time we could not duplicate the problemWe even took the customer out on the water and the problem he described did not existAfter the problem reoccurred, he brought it back in and this time we found a broken partWe replaced it and haven't seen him or the boat in years Fast forward yearsWe have not seen nor heard from the customer in years The customer drops of the boat at pm on Thursday, June 11, and did not have an appointmentDue to the seasonal nature of our business, our service schedule this time of year is out 2-weeksWe close at pmThe customer starts off by screaming and swearing at our Service Manager saying he bought a lemon and strikes and your outOur Service Manager asked him to calm down and explain his problemHe explained that he burned up water pumps on the engine and what were we going to do about it Our Service Manager explained that we would look at the engine first thing on Friday morningThere were several witnesses to the customers belligerent attitude On Friday morning the customer called, again yelling and swearing, wanting to know if his boat was fixed yetNow we open at am, so we have only been at work for an hourOur Service Manager explained that he has a call into the boat manufacturer to discuss the problem and see if they have seen this problem before and what is the fix We have sold over boats of this model and engine type and have never had any problems that this customer is describing We finally spoke to one of Southbay's technical people and he suggested adding an extension onto the engine's lower half to get more of the prop into the waterThey have done this on a couple of other boats and it corrected the issue By the time we ordered the extension kit from Mercury engines it was late Friday afternoonOur Service Manager called the customer to give him an update and he went ballistic, stating that he better have his boat for the weekendOur Manager explained that was impossible and that we needed to wait for the part from Mercury in order to complete the fixOur Manager reminded the customer that he only dropped off the boat at pm ThursdayHe was told that as soon as the parts came in we would get right on it The parts came in late Wednesday, June 17, We immediately brought the boat in to start the repairsDuring the installation, it was determined that a SPECIAL TOOL was required to complete the job, which we did not haveWe called several area boat dealers to see if they had this special tool and if we could borrow itNot one dealer had this toolWe even called the manufacturer and they did not even have the special tool Now come Friday, June 19, We are trying to source this Special Tool and cannot find it anywhereAt about pm, the customer comes in and ask to see our Sales ManagerHe immediately, AGAIN, becomes irate screaming and swearing at our Sales Manager that his boat better be done for the weekendOur Manager attempts to explain the dilemma that no one has the Special Tool we needWe are trying to get on ASAP so we can finish the job The customer demands that we get the manufacturer, Southbay pontoons, on the phoneOur Manager gets the Warranty Manager from Southbay on the phone and puts him on speaker in his office After a few minutes, the customer is yelling and screaming, swearing at the Warranty Manager over the phoneI was sitting in the office next door and heard everythingAfter a few minutes, I walked into my Manager's office and asked the customer to please calm down, lower his voice and stop swearingWe had other customers in the showroom and they could hear everythingHe told me that he was not going to calm down and that we put his family at danger and built a boat with a poor designI told him that we haven't seen him or his boat is years and we were trying to solve his issue and to give us a little more time He went ballistic, AGAIN, and that is when I told him to leaveNo one should have to be yelled at and sworn at like this There are several witnesses to this customer poor behaviorHis wife was sitting in the car and did not hear any of this The bottom line is the customer does have an issue that we have a fix for, however, he does not want to be patientWe are doing everything we can at this pointOur hands are tied because no body has the special tool needed to complete the repair, not even the manufacturerHe dropped the boat off one week ago with no appointment and we put him in front of everyone elseWe had no prior knowledge that he was having this issue So we are not sure how to please this customer who, immediately last Thursday, treated our employees very poorlyAt this point, we do not want to deal with this customer and should not have to take all of his abuse!!!

Initial Business Response /* (1000, 5, 2015/06/19) */
Contact Name and Title: Craig Munson
Contact Phone: ***
Contact Email: ***
The customer purchased a new Southbay pontoon from us years agoThey had a problem with the steering early on, which was
fixedIt did take us more than one attempt because when we test drove the boat the first time we could not duplicate the problemWe even took the customer out on the water and the problem he described did not existAfter the problem reoccurred, he brought it back in and this time we found a broken partWe replaced it and haven't seen him or the boat in years
Fast forward yearsWe have not seen nor heard from the customer in years
The customer drops of the boat at pm on Thursday, June 11, and did not have an appointmentDue to the seasonal nature of our business, our service schedule this time of year is out 2-weeksWe close at pmThe customer starts off by screaming and swearing at our Service Manager saying he bought a lemon and strikes and your outOur Service Manager asked him to calm down and explain his problemHe explained that he burned up water pumps on the engine and what were we going to do about it
Our Service Manager explained that we would look at the engine first thing on Friday morningThere were several witnesses to the customers belligerent attitude
On Friday morning the customer called, again yelling and swearing, wanting to know if his boat was fixed yetNow we open at am, so we have only been at work for an hourOur Service Manager explained that he has a call into the boat manufacturer to discuss the problem and see if they have seen this problem before and what is the fix
We have sold over boats of this model and engine type and have never had any problems that this customer is describing
We finally spoke to one of Southbay's technical people and he suggested adding an extension onto the engine's lower half to get more of the prop into the waterThey have done this on a couple of other boats and it corrected the issue
By the time we ordered the extension kit from Mercury engines it was late Friday afternoonOur Service Manager called the customer to give him an update and he went ballistic, stating that he better have his boat for the weekendOur Manager explained that was impossible and that we needed to wait for the part from Mercury in order to complete the fixOur Manager reminded the customer that he only dropped off the boat at pm ThursdayHe was told that as soon as the parts came in we would get right on it
The parts came in late Wednesday, June 17, We immediately brought the boat in to start the repairsDuring the installation, it was determined that a SPECIAL TOOL was required to complete the job, which we did not haveWe called several area boat dealers to see if they had this special tool and if we could borrow itNot one dealer had this toolWe even called the manufacturer and they did not even have the special tool
Now come Friday, June 19, We are trying to source this Special Tool and cannot find it anywhereAt about pm, the customer comes in and ask to see our Sales ManagerHe immediately, AGAIN, becomes irate screaming and swearing at our Sales Manager that his boat better be done for the weekendOur Manager attempts to explain the dilemma that no one has the Special Tool we needWe are trying to get on ASAP so we can finish the job
The customer demands that we get the manufacturer, Southbay pontoons, on the phoneOur Manager gets the Warranty Manager from Southbay on the phone and puts him on speaker in his office
After a few minutes, the customer is yelling and screaming, swearing at the Warranty Manager over the phoneI was sitting in the office next door and heard everythingAfter a few minutes, I walked into my Manager's office and asked the customer to please calm down, lower his voice and stop swearingWe had other customers in the showroom and they could hear everythingHe told me that he was not going to calm down and that we put his family at danger and built a boat with a poor designI told him that we haven't seen him or his boat is years and we were trying to solve his issue and to give us a little more time
He went ballistic, AGAIN, and that is when I told him to leaveNo one should have to be yelled at and sworn at like this
There are several witnesses to this customer poor behaviorHis wife was sitting in the car and did not hear any of this
The bottom line is the customer does have an issue that we have a fix for, however, he does not want to be patientWe are doing everything we can at this pointOur hands are tied because no body has the special tool needed to complete the repair, not even the manufacturerHe dropped the boat off one week ago with no appointment and we put him in front of everyone elseWe had no prior knowledge that he was having this issue
So we are not sure how to please this customer who, immediately last Thursday, treated our employees very poorlyAt this point, we do not want to deal with this customer and should not have to take all of his abuse!!!

Initial Business Response /* (1000, 5, 2015/06/19) */
Contact Name and Title: Craig Munson
Contact Phone: [redacted]
Contact Email: [redacted]
The customer purchased a new Southbay pontoon from us 2 years ago. They had a problem with the steering early on, which was fixed. It...

did take us more than one attempt because when we test drove the boat the first time we could not duplicate the problem. We even took the customer out on the water and the problem he described did not exist. After the problem reoccurred, he brought it back in and this time we found a broken part. We replaced it and haven't seen him or the boat in 2 years.
Fast forward 2 years. We have not seen nor heard from the customer in 2 years.
The customer drops of the boat at 6 pm on Thursday, June 11, 2015 and did not have an appointment. Due to the seasonal nature of our business, our service schedule this time of year is out 2-3 weeks. We close at 6 pm. The customer starts off by screaming and swearing at our Service Manager saying he bought a lemon and 3 strikes and your out. Our Service Manager asked him to calm down and explain his problem. He explained that he burned up 3 water pumps on the engine and what were we going to do about it.
Our Service Manager explained that we would look at the engine first thing on Friday morning. There were several witnesses to the customers belligerent attitude.
On Friday morning the customer called, again yelling and swearing, wanting to know if his boat was fixed yet. Now we open at 9 am, so we have only been at work for an hour. Our Service Manager explained that he has a call into the boat manufacturer to discuss the problem and see if they have seen this problem before and what is the fix.
We have sold over 50 boats of this model and engine type and have never had any problems that this customer is describing.
We finally spoke to one of Southbay's technical people and he suggested adding an extension onto the engine's lower half to get more of the prop into the water. They have done this on a couple of other boats and it corrected the issue.
By the time we ordered the extension kit from Mercury engines it was late Friday afternoon. Our Service Manager called the customer to give him an update and he went ballistic, stating that he better have his boat for the weekend. Our Manager explained that was impossible and that we needed to wait for the part from Mercury in order to complete the fix. Our Manager reminded the customer that he only dropped off the boat at 6 pm Thursday. He was told that as soon as the parts came in we would get right on it.
The parts came in late Wednesday, June 17, 2015. We immediately brought the boat in to start the repairs. During the installation, it was determined that a SPECIAL TOOL was required to complete the job, which we did not have. We called several area boat dealers to see if they had this special tool and if we could borrow it. Not one dealer had this tool. We even called the manufacturer and they did not even have the special tool.
Now come Friday, June 19, 2015. We are trying to source this Special Tool and cannot find it anywhere. At about 2 pm, the customer comes in and ask to see our Sales Manager. He immediately, AGAIN, becomes irate screaming and swearing at our Sales Manager that his boat better be done for the weekend. Our Manager attempts to explain the dilemma that no one has the Special Tool we need. We are trying to get on ASAP so we can finish the job.
The customer demands that we get the manufacturer, Southbay pontoons, on the phone. Our Manager gets the Warranty Manager from Southbay on the phone and puts him on speaker in his office.
After a few minutes, the customer is yelling and screaming, swearing at the Warranty Manager over the phone. I was sitting in the office next door and heard everything. After a few minutes, I walked into my Manager's office and asked the customer to please calm down, lower his voice and stop swearing. We had other customers in the showroom and they could hear everything. He told me that he was not going to calm down and that we put his family at danger and built a boat with a poor design. I told him that we haven't seen him or his boat is 2 years and we were trying to solve his issue and to give us a little more time.
He went ballistic, AGAIN, and that is when I told him to leave. No one should have to be yelled at and sworn at like this.
There are several witnesses to this customer poor behavior. His wife was sitting in the car and did not hear any of this.
The bottom line is the customer does have an issue that we have a fix for, however, he does not want to be patient. We are doing everything we can at this point. Our hands are tied because no body has the special tool needed to complete the repair, not even the manufacturer. He dropped the boat off one week ago with no appointment and we put him in front of everyone else. We had no prior knowledge that he was having this issue.
So we are not sure how to please this customer who, immediately last Thursday, treated our employees very poorly. At this point, we do not want to deal with this customer and should not have to take all of his abuse!!!