The customer is correct, he did purchase a new Suzuki engine from Short’s Marine in June of The customer received the engine via FedEx on the 28th of June at 10:amRequesting to simply have the engine replaced is not our decisionSince the customer is now the legal owner of the
engine, he is required to take the engine to an authorized service provider for any warranty work that is neededThose are the guidelines set forth by the Manufacturer, Suzuki not Short’s MarineThere are authorized service providers relatively close to the customerAtwood Lake Boats, approximately miles away and Leesville South Fork Marina LLC, approximately miles awayThe customer was informed multiple times, by different associates at Short’s Marine, that all he has to do is take the engine to one the service providers to have it evaluatedOnce the engine is evaluated, a claim would be filed with Suzuki and the manufacturer will deem how to proceed The most recent conversation with the customer was to provide him with the phone number for Suzuki Customer Service, (714)-572-If he is experiencing an issue with his local authorized dealer and/or service provider, this is the number that would be used to help resolve itThis information was conveyed to the customer because he stated that his local authorized service provider refused to evaluate the engine and provide service, which is a violation of agreements made with the manufacturer to become a dealer. The customer also explained that it would be an uncomfortable situation for him considering the geographical proximity of where his boat is to his local service providerUnfortunately the manufacture requires that the product be returned to an authorized service provider for warranty related issuesAgain, these are the requirements set forth by the manufacturer, not Short’s Marine On Tuesday, the 1st of August 2017, an offer was made to the customer to call Suzuki on his behalf to obtain the authorization required to proceed forward concerning his engine issueI have attached that email for your reviewAs you can see per that email, it was requested that the customer contact Short’s Marine with his decision on how he would like to continueThere has been no further communication until receiving the customer concern issued to the Revdex.com Short’s Marine is an authorized dealer and service provider for Suzuki enginesWe must follow and abide by the rules and guidelines set forth by the manufacturerThe customer needs to take the engine to an authorized service provider to have the engine evaluatedThen a claim needs to be filed with Suzuki so that the manufacturer can educate that service provider on how to proceedIf the customer has an issue with his local authorized service provider then he should contact Suzuki Customer Service to find another local authorized service provider who can assist himIf the customer wants Short’s Marine to evaluate the engine and file a claim on his behalf, then the engine needs to be transported to our facilityThis will be at the expense of the customerThis information has been provided to the customer on multiple occasions Please believe that Short’s Marine is sensitive to the customer’s concerns associated with the unfortunate event that the customer has encountered. We have attempted to provide the customer with the education needed to simplify the processI fail to see what more could be expected of Short’s Marine to assist with resolving the customer’s concerns
I am responding to the complaint associated with the purchase made by this customer. It is unclear to me where the amount requested is derived from. I have attached a copy showing the purchase price of the said item. The purchase price of $317.23 is listed as well as the refunded amount of $317.23...
Our records indicate that the amount that the customer paid was refunded in full on the 29th of April, 2016. If the customer has documentation supporting otherwise, please have that information sent to me so that I can investigate this matter further.
Again, the information that I have clearly shows that the customer was refunded on the 29th of April, 2016 the full purchase price. Thank you for your assistance with resolving this matter.
Regards,
Shawn Mitchell
Human Resources
Customer Relations
Short’s Marine Inc.
302-945-1200
www.shortsmarine.com
November 30, 2016 Lexe Kasey Revdex.com of Delaware 60 Reads Way New Castle, DE 19720 [redacted] I would like the opportunity to share the information that has been gathered associated with this customer’s complaint. This customer’s account indicates...
that he has had services performed at Short’s Marine on five different occasions. We greatly appreciate the business but it doesn’t coincide with the customer’s comments. He purchased a Yamaha engine form Short’s Marine in 2011. Our records indicate that he began utilizing Short’s Marine’s services in 2011. The Yamaha engine was winterized in 2011 by Short’s Marine’s Service Department. The Yamaha engine was winterized once again by Short’s Marine’s Service Department in 2012. The customer requested that the Yamaha engine be winterized by Short’s Marine’s Service Department in 2013. All of these services were provided to the customer with no questions or concerns. That brings us up to the requested services for 2016. The customer requested winterization services along with replacement of the throttle and shift control and cables. The 2016 services were completed on the 14th of November 2016. The customer visited Short’s Marine’s Service Department to retrieve his boat, engine and trailer and paid for the requested services in full on the 16th of November 2016. The services requested by this customer were documented on our repair order acknowledgement sheet. This is a normal standard practice that is to be completed with each customer. The repair order sheet clearly shows that the customer requested to have the Yamaha engine winterized and new controls and cables installed. The customer requested that Short’s Marine provide the customer with the old controls and parts. There are no written price quotes on the repair order. If there were verbal quotes exchanged it cannot be substantiated without clear notes or indication on the repair order. The customer authorized the services requested by signing the repair order. There were no notes displaying an estimated cost associated with the requested services so there would be no reason for our Service Department to contact the customer unless there was a deviation or unexpected issue arise. Our technician completed the requested services and turned the work order in for finalization of the billing. The customer was then called on the 14th of November 2016 at 1:35pm to make him aware of the completed services. The customer retrieved his boat at the time of completion and paid for the services in full. We always encourage our customers to express their questions or concerns so that we can investigate them properly, present our findings and work toward an amicable resolution. That is how Short’s Marine has been able to maintain an A+ rating with the Revdex.com since 1990. I do not believe that derogatory comments were made concerning our customers. I believe that the customer might have misinterpreted any conversation that he might have overheard during his visit to our Service Department. I unfortunately cannot comment on any issue that might have presented itself with any other customer that day without more information to prepare an investigation. I can, however, comment on the visit that transpired between this customer and Short’s Marine’s Service Department. The following gives a brief synopsis of our findings as to what transpired during this customer’s visit to Short’s Marine’s Service Department on the 16th of November 2016. On the 5th of November 2016 a work order was created to perform winterization services and the installation of new controls and cables on the customer’s boat. It is our normal practice to have one of our Service Associates check in and write up a work order when a customer brings in a unit for service. One of our Service Associates, [redacted], checked in the customer’s boat and initiated the paperwork needed to create a work order and have the requested services completed. Short’s Marine completed these services and contacted the customer to inform him that the services were complete. The customer visited our Service Department to retrieve his boat. The customer expressed his concern that the old control was not placed in the boat as requested. Short’s Marine located the control in a compartment under the boat’s console. Once that was resolved, the customer explained that his boat’s jack stand handle was missing. The customer was adamant about the handle being present at the time he dropped off the boat for service at Short’s Marine. Our Service Associate, [redacted], who checked in the customer’s unit engaged in a conversation with the customer. [redacted] explained that he clearly remembered that the jack stand handle was missing when the unit was dropped off. [redacted] distinctly recalled this because he is the one that cranked the jack stand down to remove the unit from the customer’s vehicle. [redacted] also went into great detail about their conversation that day, bringing up things that the customer remembered speaking about. Unfortunately, the customer became quite agitated and argumentative, disagreeing with [redacted] concerning the jack stand handle. The customer also commented that he would contact the Revdex.com and could contact his credit card company to dispute the charges for the services performed by Short’s Marine. It is unclear to me why the customer would dispute his credit card transaction for service work that was completed per his requests. It cannot be established if the handle for the jack stand was present at the time the unit was dropped off at our facility. Our Service Associate [redacted] was and still remains 100% positive that the handle for the jack stand was not attached to the jack stand at the time the unit was dropped off at our Service Department. The customer was also positive that the jack stand handle was present at the time of drop off. Since there was no clear way to determine whose recollection was correct, Short’s Marine offered to provide the customer with a replacement handle as a customer relations gesture. Upon trying to locate a replacement handle at our Accessories Department, it was determined by one of our associates that the jack stand presently on the customer’s boat trailer did not offer a replacement handle. A new jack stand would have to be purchased. Short’s Marine then told the customer that the handle was not an item that we stocked nor available to order through our vendors and offered to have him visit our accessories department to browse our inventory of jack stands. Short’s Marine explained that it couldn’t be determined if the handle was present at the time of drop off but as a customer relations gesture would provide a replacement jack stand, at a discounted cost to the customer. The customer visited our Accessories Department and did not accept a discounted replacement jack stand. Short’s Marine cannot determine if the handle for the jack stand was present at the time of drop off. The customer claims that the handle was attached to the jack stand and our Service Associate, [redacted] clearly remembers cranking the jack stand down without a handle. Our position still remains that the jack stand handle was not attached to the jack stand at the time the customer dropped his unit off at Short’s Marine’s Service Department. Therefore, there is no substantial evidence supporting the customer’s allegations. Short’s Marine made a customer relations gesture offer to allow the customer to pick out a replacement jack stand from our Accessories Department. This replacement jack stand would have been provided to the customer at a discounted cost. The customer declined this customer relations gesture offer. Short’s Marine previously offered to provide the customer with a replacement handle. This offer still remains. I would ask that the customer provide Short’s Marine with the invoice showing the purchase of said replacement handle. Short’s Marine will, as a customer relations gesture, reimburse the customer for this replacement handle once the invoice has been received and reviewed. Now let me address the customer’s questions concerning the invoice for his recent services completed by Short’s Marine. I think once again that this was just a misunderstanding about the bill. If you look at the work order for the requested services, job number two is for the installation of the new control and cables. Under the parts section it shows 2 ea 17’ 33C XTRM CABLE. This means the customer was charged for 2 cables that are sold as individual cables. Each cable carries a cost of $56.52 so if you multiply that by 2 the total is $113.04. The customer was charged for two cables and two cables only. I hope that this clarifies the customer’s concerns. Short’s Marine tries to provide our customers with what most people want out of any service provider. We do our best to deliver quality, convenience, trust, personal service and competitive prices. We appreciate and thank our customers when they bring concerns, issues and ideas to our attention. That helps our company continue to grow and be cognizant of our customer’s values. So we did not take this customer’s comments lightly. We have shared the customer’s information and concerns with our associates and have emphasized the importance of extending courtesy to all of our customers through all means of communication. In closing, I would like to reiterate our willingness to work with this customer to resolve his concerns. Our position is still that the handle was missing when our Service Associate, [redacted] initially checked in the unit and cranked down the jack stand to remove the unit from the customer’s vehicle. Short’s Marine will offer as a customer relations gesture to reimburse the customer for his missing jack stand handle once the invoice for the handle is provided and reviewed. The question concerning being billed for four cables instead of two has been explained. The invoice clearly shows that the customer was charged for two cables at a cost of $56.52 each, totaling $113.04. As for the unwelcomed comments made during the customer’s visit, Short’s Marine tries to extend courtesy to all of our customers and this has been reinforced and will continue to be covered in regularly held meetings going forward. I would like to thank the Revdex.com for their continued assistance with resolving issues and educating consumers pertaining to both unacceptable and highly regarded business practices in our industry. I hope that you find that this letter answers the customer’s questions and satisfies his concerns. Regards, [redacted]
Short’s Marine has been working closely with the customer and manufacturer in attempts to resolve the customer’s complaints. Although the manufacturer hindered the progress, Short’s Marine has gravitated forward and is still working with the customer. I would kindly...
ask that you contact the customer to confirm that Short’s Marine is currently assisting the customer with the reconciliation of his concerns to his satisfaction.
The customer is correct, he did purchase a new Suzuki engine from Short’s Marine in June of The customer received the engine via FedEx on the 28th of June at 10:amRequesting to simply have the engine replaced is not our decisionSince the customer is now the legal owner of the
engine, he is required to take the engine to an authorized service provider for any warranty work that is neededThose are the guidelines set forth by the Manufacturer, Suzuki not Short’s MarineThere are authorized service providers relatively close to the customerAtwood Lake Boats, approximately miles away and Leesville South Fork Marina LLC, approximately miles awayThe customer was informed multiple times, by different associates at Short’s Marine, that all he has to do is take the engine to one the service providers to have it evaluatedOnce the engine is evaluated, a claim would be filed with Suzuki and the manufacturer will deem how to proceed The most recent conversation with the customer was to provide him with the phone number for Suzuki Customer Service, (714)-572-If he is experiencing an issue with his local authorized dealer and/or service provider, this is the number that would be used to help resolve itThis information was conveyed to the customer because he stated that his local authorized service provider refused to evaluate the engine and provide service, which is a violation of agreements made with the manufacturer to become a dealer. The customer also explained that it would be an uncomfortable situation for him considering the geographical proximity of where his boat is to his local service providerUnfortunately the manufacture requires that the product be returned to an authorized service provider for warranty related issuesAgain, these are the requirements set forth by the manufacturer, not Short’s Marine On Tuesday, the 1st of August 2017, an offer was made to the customer to call Suzuki on his behalf to obtain the authorization required to proceed forward concerning his engine issueI have attached that email for your reviewAs you can see per that email, it was requested that the customer contact Short’s Marine with his decision on how he would like to continueThere has been no further communication until receiving the customer concern issued to the Revdex.com Short’s Marine is an authorized dealer and service provider for Suzuki enginesWe must follow and abide by the rules and guidelines set forth by the manufacturerThe customer needs to take the engine to an authorized service provider to have the engine evaluatedThen a claim needs to be filed with Suzuki so that the manufacturer can educate that service provider on how to proceedIf the customer has an issue with his local authorized service provider then he should contact Suzuki Customer Service to find another local authorized service provider who can assist himIf the customer wants Short’s Marine to evaluate the engine and file a claim on his behalf, then the engine needs to be transported to our facilityThis will be at the expense of the customerThis information has been provided to the customer on multiple occasions Please believe that Short’s Marine is sensitive to the customer’s concerns associated with the unfortunate event that the customer has encountered. We have attempted to provide the customer with the education needed to simplify the processI fail to see what more could be expected of Short’s Marine to assist with resolving the customer’s concerns
I am responding to the complaint associated with the purchase made by this customer. It is unclear to me where the amount requested is derived from. I have attached a copy showing the purchase price of the said item. The purchase price of $317.23 is listed as well as the refunded amount of $317.23...
Our records indicate that the amount that the customer paid was refunded in full on the 29th of April, 2016. If the customer has documentation supporting otherwise, please have that information sent to me so that I can investigate this matter further.
Again, the information that I have clearly shows that the customer was refunded on the 29th of April, 2016 the full purchase price. Thank you for your assistance with resolving this matter.
Regards,
Shawn Mitchell
Human Resources
Customer Relations
Short’s Marine Inc.
302-945-1200
www.shortsmarine.com
November 30, 2016 Lexe Kasey Revdex.com of Delaware 60 Reads Way New Castle, DE 19720 [redacted] I would like the opportunity to share the information that has been gathered associated with this customer’s complaint. This customer’s account indicates...
that he has had services performed at Short’s Marine on five different occasions. We greatly appreciate the business but it doesn’t coincide with the customer’s comments. He purchased a Yamaha engine form Short’s Marine in 2011. Our records indicate that he began utilizing Short’s Marine’s services in 2011. The Yamaha engine was winterized in 2011 by Short’s Marine’s Service Department. The Yamaha engine was winterized once again by Short’s Marine’s Service Department in 2012. The customer requested that the Yamaha engine be winterized by Short’s Marine’s Service Department in 2013. All of these services were provided to the customer with no questions or concerns. That brings us up to the requested services for 2016. The customer requested winterization services along with replacement of the throttle and shift control and cables. The 2016 services were completed on the 14th of November 2016. The customer visited Short’s Marine’s Service Department to retrieve his boat, engine and trailer and paid for the requested services in full on the 16th of November 2016. The services requested by this customer were documented on our repair order acknowledgement sheet. This is a normal standard practice that is to be completed with each customer. The repair order sheet clearly shows that the customer requested to have the Yamaha engine winterized and new controls and cables installed. The customer requested that Short’s Marine provide the customer with the old controls and parts. There are no written price quotes on the repair order. If there were verbal quotes exchanged it cannot be substantiated without clear notes or indication on the repair order. The customer authorized the services requested by signing the repair order. There were no notes displaying an estimated cost associated with the requested services so there would be no reason for our Service Department to contact the customer unless there was a deviation or unexpected issue arise. Our technician completed the requested services and turned the work order in for finalization of the billing. The customer was then called on the 14th of November 2016 at 1:35pm to make him aware of the completed services. The customer retrieved his boat at the time of completion and paid for the services in full. We always encourage our customers to express their questions or concerns so that we can investigate them properly, present our findings and work toward an amicable resolution. That is how Short’s Marine has been able to maintain an A+ rating with the Revdex.com since 1990. I do not believe that derogatory comments were made concerning our customers. I believe that the customer might have misinterpreted any conversation that he might have overheard during his visit to our Service Department. I unfortunately cannot comment on any issue that might have presented itself with any other customer that day without more information to prepare an investigation. I can, however, comment on the visit that transpired between this customer and Short’s Marine’s Service Department. The following gives a brief synopsis of our findings as to what transpired during this customer’s visit to Short’s Marine’s Service Department on the 16th of November 2016. On the 5th of November 2016 a work order was created to perform winterization services and the installation of new controls and cables on the customer’s boat. It is our normal practice to have one of our Service Associates check in and write up a work order when a customer brings in a unit for service. One of our Service Associates, [redacted], checked in the customer’s boat and initiated the paperwork needed to create a work order and have the requested services completed. Short’s Marine completed these services and contacted the customer to inform him that the services were complete. The customer visited our Service Department to retrieve his boat. The customer expressed his concern that the old control was not placed in the boat as requested. Short’s Marine located the control in a compartment under the boat’s console. Once that was resolved, the customer explained that his boat’s jack stand handle was missing. The customer was adamant about the handle being present at the time he dropped off the boat for service at Short’s Marine. Our Service Associate, [redacted], who checked in the customer’s unit engaged in a conversation with the customer. [redacted] explained that he clearly remembered that the jack stand handle was missing when the unit was dropped off. [redacted] distinctly recalled this because he is the one that cranked the jack stand down to remove the unit from the customer’s vehicle. [redacted] also went into great detail about their conversation that day, bringing up things that the customer remembered speaking about. Unfortunately, the customer became quite agitated and argumentative, disagreeing with [redacted] concerning the jack stand handle. The customer also commented that he would contact the Revdex.com and could contact his credit card company to dispute the charges for the services performed by Short’s Marine. It is unclear to me why the customer would dispute his credit card transaction for service work that was completed per his requests. It cannot be established if the handle for the jack stand was present at the time the unit was dropped off at our facility. Our Service Associate [redacted] was and still remains 100% positive that the handle for the jack stand was not attached to the jack stand at the time the unit was dropped off at our Service Department. The customer was also positive that the jack stand handle was present at the time of drop off. Since there was no clear way to determine whose recollection was correct, Short’s Marine offered to provide the customer with a replacement handle as a customer relations gesture. Upon trying to locate a replacement handle at our Accessories Department, it was determined by one of our associates that the jack stand presently on the customer’s boat trailer did not offer a replacement handle. A new jack stand would have to be purchased. Short’s Marine then told the customer that the handle was not an item that we stocked nor available to order through our vendors and offered to have him visit our accessories department to browse our inventory of jack stands. Short’s Marine explained that it couldn’t be determined if the handle was present at the time of drop off but as a customer relations gesture would provide a replacement jack stand, at a discounted cost to the customer. The customer visited our Accessories Department and did not accept a discounted replacement jack stand. Short’s Marine cannot determine if the handle for the jack stand was present at the time of drop off. The customer claims that the handle was attached to the jack stand and our Service Associate, [redacted] clearly remembers cranking the jack stand down without a handle. Our position still remains that the jack stand handle was not attached to the jack stand at the time the customer dropped his unit off at Short’s Marine’s Service Department. Therefore, there is no substantial evidence supporting the customer’s allegations. Short’s Marine made a customer relations gesture offer to allow the customer to pick out a replacement jack stand from our Accessories Department. This replacement jack stand would have been provided to the customer at a discounted cost. The customer declined this customer relations gesture offer. Short’s Marine previously offered to provide the customer with a replacement handle. This offer still remains. I would ask that the customer provide Short’s Marine with the invoice showing the purchase of said replacement handle. Short’s Marine will, as a customer relations gesture, reimburse the customer for this replacement handle once the invoice has been received and reviewed. Now let me address the customer’s questions concerning the invoice for his recent services completed by Short’s Marine. I think once again that this was just a misunderstanding about the bill. If you look at the work order for the requested services, job number two is for the installation of the new control and cables. Under the parts section it shows 2 ea 17’ 33C XTRM CABLE. This means the customer was charged for 2 cables that are sold as individual cables. Each cable carries a cost of $56.52 so if you multiply that by 2 the total is $113.04. The customer was charged for two cables and two cables only. I hope that this clarifies the customer’s concerns. Short’s Marine tries to provide our customers with what most people want out of any service provider. We do our best to deliver quality, convenience, trust, personal service and competitive prices. We appreciate and thank our customers when they bring concerns, issues and ideas to our attention. That helps our company continue to grow and be cognizant of our customer’s values. So we did not take this customer’s comments lightly. We have shared the customer’s information and concerns with our associates and have emphasized the importance of extending courtesy to all of our customers through all means of communication. In closing, I would like to reiterate our willingness to work with this customer to resolve his concerns. Our position is still that the handle was missing when our Service Associate, [redacted] initially checked in the unit and cranked down the jack stand to remove the unit from the customer’s vehicle. Short’s Marine will offer as a customer relations gesture to reimburse the customer for his missing jack stand handle once the invoice for the handle is provided and reviewed. The question concerning being billed for four cables instead of two has been explained. The invoice clearly shows that the customer was charged for two cables at a cost of $56.52 each, totaling $113.04. As for the unwelcomed comments made during the customer’s visit, Short’s Marine tries to extend courtesy to all of our customers and this has been reinforced and will continue to be covered in regularly held meetings going forward. I would like to thank the Revdex.com for their continued assistance with resolving issues and educating consumers pertaining to both unacceptable and highly regarded business practices in our industry. I hope that you find that this letter answers the customer’s questions and satisfies his concerns. Regards, [redacted]
Good morning Ms. [redacted]
Short’s Marine has been working closely with the customer and manufacturer in attempts to resolve the customer’s complaints. Although the manufacturer hindered the progress, Short’s Marine has gravitated forward and is still working with the customer. I would kindly...
ask that you contact the customer to confirm that Short’s Marine is currently assisting the customer with the reconciliation of his concerns to his satisfaction.
Regards,
[redacted]