FCT3 tower crack, Correct Craft and Roswell just say sorry

[Nautiquehunter]

Oh Tracy using reverse psychology on us pretty slick. Its looking more and more like Roswell is a stand up company worthy of the Nautique partnership. My faith has also been restored.

[beach]

Nautiquehunter I completely agree with you. I will no longer purchase anything Roswell, and I was just about to buy their tower speakers. It just puts a bad taste in my mouth. I don't like companies that make mistakes and don't fully correct them....no matter the time. I also hope they fired their engineer. That wouldn't fly in my company.

100% disagree with the fire the engineer comments. When I worked for Toyota, they still employed an engineer who spec'd out a poor adhesive/plastic combo on a part(nothing to do with acceleration fiasco) that caused a $10 million+ recall. Honest hard working people make mistakes. Companies try to develop design and production check processes to catch those mistakes. Warranties are there for those failures that aren't caught. Failures should never be the fault of one person, since everyone eventually makes mistakes. In this case it's both Roswells fault on the design end and a dealers fault on the service end.

I think Nautique has a reputation for quality, and buyers have an expectation that they won't have to pay for design faults like this. I think its great that Roswell is stepping up this time, but it is kinda shocking that dealers failed so many times to perform this repair.

[UofM21]

I just work in an industry where a mistake that big is costing people their lives. So, where I am, either you get fired or you go to jail. I would rather be fired. I understand your thoughts though. Most people make mistakes here and there. I would just like to think after supervisors checking etc it wouldn't happen as often as it does.

[SilentSeven]

Interesting thread. Seems like the mistake Roswell made is how they were going to handle events outside the stated repair period.

If they had just said 'after this date, we won't replace it but we will give you a 50% discount on a replacement part', everyones expectations would have been set. Maybe the community would have argued about the term of the coverage and the % covered and Rosewell could have used that discussion to calibrate expectations, coverage period and % covered.

Instead, the initial message was 'if you don't fix it in the period, you're SOL'. First, that's bad to begin with for a design problem of their creation but then they backtrack on that by then stating they ARE actually helping people 'behind the scenes'. And they are still incurring likely the same cost they would have it that had just set a clear policy above.

My read - Rosewell poorly played their cards here. It's not engineer who should loose his job but maybe the recall manager?

Just my two cents.

[farkash3rd]

So here's the latest status:
Evidently Tracy and the dealer have been in touch, but I have yet to be included in the details of what is going to be done to fix the issue, aka how much it's going to cost me out of pocket.

The Nautique customer service people have been "working on a solution" for about a week, and again, the communication has been less than clear. As stated above, Tracy with Roswell did say he wanted to help me enjoy my summer, but said that after clearly saying they were no longer doing "good faith" replacements/repairs. Tracy has been very professional in the discussions, but there has still been no specific assistance offered by Roswell, Nautique, or the local MarineMax dealer to my knowledge. Most customer service complaints come from lack of communication, and if indeed a solution has been reached, I believe that should be communicated.


Here's to another wknd of wishing I was out riding...


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[farkash3rd]

And yes, one can't help but get the feeling that by buying a boat that is a couple years old instead of a $130k+ brand new G, you are the low priority to the dealerships.


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[MNC5]

"Here's to another wknd of wishing I was out riding... " Really bud? Then stop being a girl about it and get it welded up. Then try and work the cost out with MarineMax assuming they sold you the boat. Roswell doesn't need to be responsible for the previous owner and dealers negligence. You purchased a used boat and that comes with some risks. So get it fixed and hit the water.


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[81nautique]

"Here's to another wknd of wishing I was out riding... " Really bud? Then stop being a girl about it and get it welded up. Then try and work the cost out with MarineMax assuming they sold you the boat. Roswell doesn't need to be responsible for the previous owner and dealers negligence. You purchased a used boat and that comes with some risks. So get it fixed and hit the water.


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This^^^^

[lucky7t]

FCT3 tower crack, Correct Craft and Roswell just say sorry

Well I have to agree with above. Maybe not as blunt but with some icing on it.

But... I think it's horrible that your documenting every step on a public forum. Probably would go a bit further had you just dealt with them privately .its as if your trying to blackmail them . Just saying.

[farkash3rd]

Pardon me for sharing my grievances. My goal for posting here was to get feedback from others on how to handle the situation/other options to try etc.

Evidently that's somehow blackmail. Thanks for all the HELPFUL posts. One of the ideas of a "public forum" is for a community to help each other out when large companies don't appear to be helping/listening, or just not communicating.

If any other FCT3 tower owners can benefit from this thread and the issues I have dealt with and avoid the hassle, then that's all I can hope for.


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[lucky7t]

Pardon me for sharing my grievances. My goal for posting here was to get feedback from others on how to handle the situation/other options to try etc.

Evidently that's somehow blackmail. Thanks for all the HELPFUL posts. One of the ideas of a "public forum" is for a community to help each other out when large companies don't appear to be helping/listening, or just not communicating.

If any other FCT3 tower owners can benefit from this thread and the issues I have dealt with and avoid the hassle, then that's all I can hope for.


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Hey man I apologize that last post from me was a bit rude. I feel your pain as I've dealt with something similar and have also been in the other end. I hope you get this resolved

[pe4me]

I will not condone the "stop being a girl" responses, but let's say he "man's up" and has a welder (assume he actually knows ALL the forces of a wake tower) take on this job and has it fixed. Then god forbid, an accident happens due to failure. Small, but the chance is there because of a known flaw, however minute the chances are...it's something you (wakeboat community) are cognizant of...a crappy weld on important part of a tow boat.
Keyboard jockeys sorry: the lawyers will call out those saying to go man up and get it welded, it's an easy fix, less than an hour, 10 dollar part whatever. You will not win a law suit and haven't a clue how this plays out in the court of law if you believe (however easy and minor the fix is) that a repair done by anyone less than an authorized will suffice.
Dealers/Roswell representation would say: well, since Joe's tire and wake boat is not an authorized dealer and Mr. Welder didn't do X/Y/Z, and because the owners didn't seek out the numerous bulletins and warranties notices...they are off the hook. Period.
This could be a possible scenario for a guy that doesn't bring it to the local (or not so local) dealer after finding out he just dropped HUGE money on the supposed premier wake boat.
Why isn't Nautique dealer X doing this ASAP for Joe Smoe? Good question...but not really. Pulling a $100/hour tech off a $100k G to do warrantee work on a 6 year old boat is simply not profitable unless Roswell is doing everything necessary. Cheap parts, easy fix and very few people affected...why all the fuss then?
Do I think the internet blew something out of proportion? definitely
Do most people think: do your homework, you bought a used boat and suck it up? yep
Did the OP (and others) "look for advise" and in a round about way call out the company(s)? yup, whether you agree or not, its a smart play. You could call me a pu$$y all you wanted, I would not put my 3 kids in a boat until a Nautique wrench looked me in the eye and said you are good to go and here is the paperwork.
Is it working? I would say so far.
Has Roswell measured up? YIKES...they are trying, I think it is nice of Tracy to try an answer the bell...on a public forum but...in my humble customer service experience this doesn't reach the message boards if:
- the message from the WAKE tower company supplying the ultimate WAKEboat producer says: We made a mistake in our design, we rectified it going forward, but you may have a few cases of the years (X-Z) coming in with cracked towers going forward indefinitely. Inline with our company mission statement and our valued customers, please have any and all owners CONTACT US, then immediately schedule time to FIX according to the service bulletin at your shop's labor rate (1 hour or whatever) with "these" parts and bill Roswell. With that, these threads dont happen.
Again, unique, niche market that commands the highest resale in a boat world designed exclusively for towing and the tower has potential for failure. Have Roswell Tower = We'll fix. End of story and long winded posts.
This is poster material for MC and others.
Been on both sides of this, sucks for everyone. Been called out on some bad product. I took in the shorts on diesel fuel, wear and tear, drive time, labor, and product. I drank heavily after losing less than 5 grand. If we are only talking a few cases in the states and only a few boats slipped through the cracks, why in the world are we wasting our time with this thread?

[farkash3rd]

The rumors about Tracy being a great guy to deal with are TRUE. Despite earlier miscommunication, a solution is in the works. Thanks for everyone's input.

All I can say is, if you or anyone you know has one of these towers, tell them to check it ASAP!!! It will definitely save them a LOT of headache down the road with a quick fix now.

[Montana Boat Guy]

After some miscommunications early in the process we are firing on all cylinders now and should have this boat fixed as soon as possible. The required replacement parts are on their way to the paint shop and then will be shipped to the dealer. Jason from MarineMax Chattanooga has stepped up to take care of one his service customers even though he was not a customer they sold a boat to. This was great to hear. If you are looking to buy a boat or need service work in the Chattanooga area be sure to consider MarineMax.

[surroundsound64]

Awesome