Warranty Claim Without Dealer?

[steve-o76]

Hi Folks! Thanks to the fantastic and thorough content on this website, my son and I were able to determine that the starboard ballast pressure sensor on our 2020 GS22 has failed. Additionally, further inspection found that the starboard ballast pump impeller had also failed.

I was hoping that I could simply contact my dealer with the details of the pressure sensor failure (and photos of on-screen voltages), and they would have the part shipped off to my house. Unfortunately, my dealer is telling me that all warranty work has to be evaluated and performed at/by the dealer, and said (closest) dealer is 120 miles from my house. Taking the boat to the dealer to have the warranty work done would require two round-trip journeys, over eight hours of driving, and more than $150 in gas.

My question to you all is whether or not there is a way for me to work directly with Nautique so that I can avoid the seemingly unnecessary trip to the dealer.

Any and all insights are much appreciated. Thanks!

[NautiqueJeff]

You could contact Super Ron Nace, the warranty guy at the factory.

RNace@nautique.com

If anyone can help you with this, it is him.

[steve-o76]

Thanks Jeff, I will definitely reach out to Super Ron! From your perspective, is my expectation/request reasonable? Is this the type of thing that happens often? I mean, I also have a glove box shock that has failed...would I really be expected to take the boat to the dealer to have a glove box shock replaced under warranty?

[NautiqueJeff]

It is somewhat unusual for them to send parts directly to customers, but they might consider it depending on the situation. From what I have heard, replacing those pressure sensors is not fun though, so keep that in mind.

[steve-o76]

Thanks again, Jeff! I certainly don't want to be unreasonable, but I also don't want to have to make unnecessary trips to the dealer if it can be avoided. Honestly, if I can't have the parts shipped to my house, I'll likely just bite the bullet myself and make the purchase from NautiqueParts.

As for the sensor replacement, no it's not easy. However, we have the boat torn apart and have already removed both the port and starboard pressure sensors. At this point it's just a matter of dropping in the new the parts and buttoning her back up!

[BasaltRMK]

I can provide a slightly different perspective, steve-o76. My primary dealer (Croft in SLC), who is not the closest but by far has provided me with the best service, has sent me multiple warranty replacement parts directly when I've followed the process you've outlined - taken pictures, called and explained the situation, etc. They have sent me ballast senders, a replacement navigation/docking light assembly, etc. They have also performed warranty and non-warranty work for me at their shop.

As you no doubt already know by now those senders are a pain to replace, but with patience and some torn up knuckles it can be done without too much drama.

I historically had a lot of issues with my 2018 G21, and to be honest dealing with Ron was hit or miss. But maybe that was just my particular set of circumstances.

And of course a disclaimer - NautiqueJeff is the ultimate guru here, so following his advice is always the smart choice!

- bob

[BasaltRMK]

Ps - go Stillers! (I'm a PA native)

[steve-o76]

Thanks for the additional perspective, Bob. It sounds like a part of the process might be luck...finding the right dealer and the right person at that dealer no less. My dealer's service department, who I have had good success with in the past, was steadfast that the warranty work needs to be done in-house. Maybe I'll call again hoping to get a different voice.

It's a hard pill to swallow, though, for something like the pressure sensors that are known to have gremlins...and I have documentation (including photos and videos) that pinpoint the issue. What's funny is that I feel like the hard work is already done. The boat is apart, sensors are removed, and I just need to drop in the new parts. Round one of cracked knuckles has taken place and round two will commence when I drop the new parts in. I find this funny because there's nothing more the dealer would need to do if I brought the boat in at this point.

I've reached out to Ron, but may take your advice on contacting additional dealers "around" me. Again, thanks for the input. At the very least, this has been a good experience for my 15-year-old son and I to get to know the boat better!

Go Stillers...and Pens...Pirates, not so much

[BasaltRMK]

Ha! We can't win 'em all...

No problem at all, and bet of luck. Because you nailed it, I think a bit of luck is sometimes necessary. Think of the plus side - you've got a 15-year old to help out! Sitting curled up in the stern lockers was not fun for this 49-year old. Let us know how it all works out.

- bob