Dealer Frustration

[mooneywa]

I guess the important part I left out is that even with the distance, I'd recommend them for a new interior if that was the direction. And if the owner was so inclined, it wouldn't be a stretch from Ohio to Texas to go with someone highly recommended.

And yes, two sides to every story. I think these posts are more cathartic for the poster than anything this really going to gain any traction or we're going to provide an idea/solution that they haven't already considered.

[Mckeddie]

You’re only 1.5 hours from n3 boatworks. I’d drop your current dealer (I have a good guess who) and head up there.

[Team230]

Thanks again for all the feedback. I was clear where my mistakes were and everyone here has pointed them out- I’m just ultra disappointed in how this top notch brand has aligned themselves with dealers that don’t understand what the importance of “customer experience “ is to what they are selling.
I’ve always subscribed to the business quote “if you want to increase your profit, increase your customer service (experience) first.”

Finally, I’d love to see the dealer offer their perspective here, but sadly, I don’t think they follow things here. Again, that’s a knock on customer experience and your willingness to listen to your customers.

I know Michael at Buxton is listening! Great job Michael!


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[Nautiquehunter]

You can't blame the manufacture for what the dealer messed up . The total blame falls on the dealer. I think they should be named here to warn others what kind of customer service they may get there. I would also post on Yelp and BBB to warn others . I have seen some excellent dealers and some shameful dealers. Its hard to know who you are dealing with when everybody covers up the dirty laundry for them. One thing for sure they are all great before you sign the paper work .

[Adrenaline1]

Nautique needs to govern the dealers to some extent to ensure the quality and value of all experiences are meeting expectations. Surveys should be sent to everyone after each experience. Some dealers are great in certain areas and lacking in other areas. If they truly care about the customer this is a no brainer.

[scottb7]

I agree...Maybe they should a survey at 1 year and 3 years out from a sale..

[Nautiquehunter]

They sell boats faster than they can build them. This only becomes an issue when the market tanks and they fighting for every sale. Check Harley in the 90's you couldn't get one for any money now they will bend over backwards and give you all kinds of discounts and accessories to buy one. The worm will turn it always does.

[RDT-G23]

This happened to me in Aug 2013... I had a custom 2014 G delivered..... gray came... White is what I ordered.

its $12-$15k to replace a G interior from the factory. Dealers can recover approx 1/2 of that having a set of vinyl cushions on the shelf when someone needs a random replacement... only requiring skin replacement. The higher the volume the more they can recover.

Buxton... specifically Phil and Andrew... 100% stood by their word and swapped me out a full new interior over the winter layup. I’ve said it 100 times, you can trust these folks with your money. They have ethics.

you need to call Ron Nace ASAP. Remain calm, lay out your situation.

+1 on the Buxton/Phil Smith statement. Good man.

[Mahnal]

I agree with above but only to a point. Cause, nautique doesn't allow out of territory sales...So a bad dealership can make it for a VERY long time due to people being local to them being forced to buy boats new there..

Lots of people buy out of territory. Nautique is not going to refuse my money. However, good luck getting local service if you buy a new boat out of territory. Used is probably different, I bought used out of territory, but selection is key there. And I went local first.


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[Nautiquehunter]

The fastest way to guaranty no chance of a sale in the future is to deny or delay warranty work on a boat bought out of territory . They already lost the initial sale if they blow the second chance to gain a customer by playing games with the warranty it will reflect on the dealers way of doing business. I had a MC dealer in Indiana do this they were 15k higher on a boat . I found a similar one in South Carolina when I told them about the one I could get in SC they told me ''Don't expect us to work on it '' . It worked I didn't buy the MC from either dealer. Instead I bought my 08 210 from a dealer in Illinois who treated me great both before and after the sale. I have never looked to buy a MC since.

[72Miles]

they told me ''Don't expect us to work on it ''

That's just a poor business move. Absolute professional stupidity.

[Tallredrider]

Lots of people buy out of territory. Nautique is not going to refuse my money. However, good luck getting local service if you buy a new boat out of territory. Used is probably different, I bought used out of territory, but selection is key there. And I went local first.


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This has been rehashed many times on here. The local dealer can actually punish the selling dealer and ask for money if they find out about it. Our local dealer I am sure sells boats out of territory, but they all have local addresses, either a winter condo or a friend's house that they use. If you can't come up with a local address to put on the sales order, I think Nautique can get pretty strict.

In an ordinary business, turning away customers can be a bad proposition, but in the boating industry it does not work that way. Most dealers struggle to stay ahead in the summer, so they don't need your out of state boat to come in for warranty work. And warranty work usually pays less than the usual shop rate anyway, so it results in prioritizing the work to locals first, and others later or never. It might hurt some future sales, but the work is so seasonal, it costs money to try to get everyone in for the summer months that may not be worth a few sales down the road.

[Nautiquehunter]

The warranty is in the cost of the new boat . Don't act like the dealer is doing somebody a favor by repairing flaws in the product they rep. The customer bought that product to be free of defects for the time of the warranty. If the dealer doesn't want to honor their obligation to the customer and manufacture I suggest they give up the franchise and go with independent repair then they don't have to honor any warrants. Any dealer that plays games with warranty's or looks at boats not purchased at their store differently than any other boat is a BAD representative of their brand and doesn't deserve your business.