Sylvan Marine

Initial Business Response / [redacted] (1000, 7, 2017/04/21) */ Mr [redacted] was given information concerning the problem he had and told to get the boat to his local dealer for repair and that it would be covered by warrantyWe've had several different dealers contact us about the situation but none have had the boat in order to inspect itThus we are unable to fix the boat because he hasn't taken it to a service centerThe boat must be inspected so that we can make sure it has no other problems and that there were no other possible causes for his wiring issueHe can also bring it to our plant for repair if he wishes since he is in a neighboring stateWe will repair it and return it to him at no chargeAs is this time of year, all marine shops have a backlog and we are no exceptionIf he leaves the boat with us we'll work it in as soon as is possible As he indicated we only became aware of this potential problem very recentlyWe developed a solution and made the information available for all of our service centers worldwide immediately via service bulletin available on our dealer portal for this express purpose

Initial Business Response /* (1000, 5, 2017/09/27) */
Our advertising specifically states that the rebate is only available through participating dealersHis statement "there was absolutely no language on the ad in this regard" is falseThe add can be seen in this
link...https://***.***.com/s/***
He purchased the boat from a non participating dealerIn rebates such as this, there is a shared cost to the rebate between the manufacturer and the dealersSo his statement that this was not a dealer rebate is also falseThis is why some dealers don't participateOther dealers don't participate because they do not qualify for the program at all due to sales volume, inactive dealer, or other stipulations, which is the case hereIf Mr*** had asked about this to his dealer or to us we certainly would have answered his questions so that he wasn't surprised by thisIn regards to his questions about warranty, his warranty will be honored by us regardless of which Smoker Craft Incdealer is working on the boatIn fact our warranty can be done regardless of which of our brands the dealer happens to sell, i.ea Sylvan dealer can do warranty work on a Starcraft boat because both are our brandsBakker Marine is no longer a dealer for any of our brands
Initial Consumer Rebuttal /* (2000, 7, 2017/09/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Received call from *** *** (sorry if spelling wrong)We agreed on a compromised amount which was very fair ($ *** I appreciate Smoker Craft/Sylvan reaching out to resolve this matter

Initial Business Response /* (1000, 5, 2017/03/13) */
Contact Name and Title: *** ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@smokercraftinc.com
We attempted to find information for the customer but he neglected to include the hull ID# or dealer infoWe have one active dealer in
Cook *** but they have no recorded incidents of any sylvan pontoon boats at all with usWe have contacted the customer to get the business he sent the boat to and the serial number of the boat so that we can research the problem and get back to himIt is impossible to research without that informationWe have not yet received a responseWe will immediately respond once we can research the information
Initial Consumer Rebuttal /* (3000, 7, 2017/03/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The ID # is *** and the dealer information is *** Marine, *** *** *** Cook ** XXXXX; XXX-XXX-XXXX
Please let us know if anything further is needed to proceed with the complaintThank you
Final Business Response /* (4000, 9, 2017/03/15) */
We've researched the situation now that we have the dealer and serial number informationWe were awaiting additional information to do a quote but there was a miscommunication between the Customer Service Rep and the dealerWe were awaiting information they did not know we neededWe have now contacted the dealer and received the required infoWe have sent the quote for the items to the dealer at this timeIf there is anything else we can do please let us know

Initial Business Response /* (1000, 5, 2016/04/19) */
Mr*** brought the boat to the dealership well after the period when many boat owners send their boat in for repair during the off seasonI'm sure this is because ** enjoys a longer boating season than many boaters have due to his location
in LAThis put him at the end of a long line of repairs in queue thoughMany dealerships will not have regular boat shipments during the off season which accounted for the shipping delayWe received the boat in January and had it repaired by March 25thWe honored our warranty policy 100%Free pickup and delivery to the factory is not included in our warranty policy but we offered it to him anyway if it could be done during other deliveries in the areaThe boat has already been delivered to his dealership awaiting rigging and pickup, thus accomplishing his desired Resolution
Final Business Response /* (1000, 17, 2016/05/27) */
this claim was closed and then reopened because the consumer wanted to leave it open until the boat was put into the water according to *** *** at Revdex.com
We are not aware of any further problemsThe boat was sent back 4-15-We are not aware of any further problems

Initial Business Response /* (1000, 7, 2017/04/21) */
Mr. [redacted] was given information concerning the problem he had and told to get the boat to his local dealer for repair and that it would be covered by warranty. We've had several different dealers contact us about the situation but none have had...

the boat in order to inspect it. Thus we are unable to fix the boat because he hasn't taken it to a service center. The boat must be inspected so that we can make sure it has no other problems and that there were no other possible causes for his wiring issue. He can also bring it to our plant for repair if he wishes since he is in a neighboring state. We will repair it and return it to him at no charge. As is normal this time of year, all marine shops have a backlog and we are no exception. If he leaves the boat with us we'll work it in as soon as is possible.
As he indicated we only became aware of this potential problem very recently. We developed a solution and made the information available for all of our service centers worldwide immediately via service bulletin available on our dealer portal for this express purpose.

Initial Business Response /* (1000, 9, 2015/10/21) */
Contact Name and Title: Andrew [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@smokercraftinc.com
We have spoken with and been in contact with [redacted]. She is correct that the website had an error in the type of furniture...

displayed. We explained to her the choices for the furniture wedge cushion. She was given a wedge cushion to fit her boat that looks very nice, but she was not satisfied with it. We have offered to send her a different style and sent pictures of it but she has not yet responded.
OFFER:
we are offering to send the wedge style cushion depicted in the email we sent directly to her. We are awaiting her response.
Initial Consumer Rebuttal /* (3000, 12, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have been in contact. they are looking into the revisions we want. We have not come up with a solution at this time.
Final Consumer Response /* (2000, 15, 2015/11/05) */
Our complaint has been resolved. they were able to make a whole new section of seating that includes the "wedge". We are very happy. The new section was installed today. Looks great. Thank you for all your help!

Initial Business Response /* (1000, 5, 2017/05/30) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@smokercraftinc.com
I cannot verify when the consumer took their boat to the dealer but we received it in February. This is well after the vast majority of...

boats are received for winter repair each year. The boating repair cycle is a bit different than other products. Many boaters keep a damaged or problematic boat through the end of the boating season and only then sent it to the factory for repairs. This builds a significant backlog of boats. We build over 250 boats each week so the population of boats that might choose to be repaired at our facility is very large. This year's backlog is much worse than normal due to a large number of boat repairs related to a vendors flooring defect. This outstripped our capacity and extended lead times. We do sympathize with the consumer and would love to have had all boats back before the Memorial day holiday. We will make every attempt to get the boat back to the dealer by the end of 6-3-17. Trucking schedules may prevent delivery on 6-2-17 but if possible we will do it.
Initial Consumer Rebuttal /* (3000, 7, 2017/05/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Finally received a direct line to warranty repairs to get status. Spoke with a very helpful gentleman named [redacted] who explained that the boat was in shrink-wrap processing. Thirty minutes following that call, [redacted] called back to explain that during the heating of the wrapping that the plastic caught fire and burned the floor of the boat. They now have to replace the floor and the [redacted] cash purchase that went in for warranty work has now caught on fire at the manufacturing facility. Not sure of the effect on resale value. Waiting to see how long this will delay the repair and return. It is worth noting that [redacted] was a good representation of the company even though the performance is still under review.
Final Business Response /* (4000, 9, 2017/06/01) */
This unfortunate situation is true. I have two men working on it, replacing the damaged flooring with a higher quality but similar appearance floor. Our timeline goal has not changed. My instructions to the shop were to have it ready to ship on Friday 6-2-17. It may be late Friday before it is completed thus our shipping may happen late on Friday or on Saturday.