Nautique Dealer Service/Repair wait times - 3 to 4 weeks?

[SammPNW]

What is the vibe with Nautique dealers and service wait times? I just learned from Union Marine near Seattle that my 2022 G23 has been sitting untouched from the day I dropped it off over a week ago. After calling several times for an update, I was finally told that service wait times nationwide are 3 to 4 weeks.

I assume it may vary from dealer to dealer but is technician staffing that bad out there? Is this just my dealer, or the case with other Nautique dealers out there? I have friends with other boat makes (MasterCraft, Centurion) that have much better service experiences.

[jlliles87]

Yes that's right and realistic. Just got mine back. They told me 2-3 for them to get started on it and it ended up 4 weeks. Luckily mine was a simple fix that took them maybe 30 minutes to complete then called me to to come pick it up

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[vision]

Every area is different. My dealer recently picked up my boat (I have no trailer) diagnosed a vibration issue as a V drive issue, order a new V drive, installed it, and had the boat ready to come back to me in 7 days. They also replaced all the ballast timers as one had failed.

[GMLIII]

Summer is the worst time to take to the dealer because they are so busy. For routine maintenance I try to take to dealer before April or after September

[jpwhit]

It's rough being in the boat service business. The majority of the work falls into a 3 to 4 month window in the summer. No good mechanic only wants a job for 3 to 4 months a year. It's just not practical for service centers to hire enough mechanics to handle the summer rush, since they can't employ that many people year-round. So long wait times during the summer is pretty much the norm rather than the exception. It's true for all boat brands.

If you own a boat, and don't want to deal with long summer service delays, best solution is to learn to work on it yourself.

[Interjon]

That wait is typical in my experience. However, I do not want to excuse it. Dealers need to do better.

[Scooter G]

I've been thoroughly impressed with our local dealer. They had me in & out in less than 3 weeks last July for the broken prop shaft delemma. Nautique had to approve an out of warranty boat for warranty, and they had to order the parts once that process was approved. I figured it would be 4 to 6 weeks plus. Sent them over a truck load of pizza on a Friday at lunch time, that might of helped
Had to have some other issues resolved this Winter and they said we have an opening on Thursday, trailered the boat over in one of the worse snowstorms for the season. Apparently that didn't mean they could work on it that day, it just meant they had an open parking spot. Boat was there a lonnng time, but it was the off season, so not a big deal. These guys run hard 12 months out of the year, it's not a 3 to 4 month wrench season for them, I know the Summer window is intense though.
Plan on 3 to 4 weeks, although I might move to NC and start using vision's dealer, that's some quick turn around on some major surgery right there.

[jpwhit]

Scooter G most dealer do hire the number of mechanics they can keep fully employed year round. So yes, their permanent staff does work hard all year long. Most dealer also prioritize service work based on if you bought the boat from them. People that buy new boats from the dealer, typically always get fairly high priority service. Buying used from the dealer is often 2nd priority, boats under warranty purchased from other dealers after that. Most dealers won't even work on boats 10 years or older at all these days.

Of course dealers do try very hard to hire additional staff during the summer months. But they often can't find people that are any good. That part I suspect does vary somewhat regionally based on the local job market. And in regions where they can find extra temporary staff, I'm sure service wait times are better.

My main point is most dealers can't hire enough mechanics during the summer peak for there to be short service wait times for everyone that wants boat's serviced during the peak months.

[bturner]

I'll admit I bought donuts and beer before. Donuts when I dropped it off and beer when I picked it up.

When I worked in a body shop while going to college we had a customer that would bring donuts every time he came in. He never waited for anything, car was always washed when he picked it up and he always got the appointment he asked for. It doesn't take much to show someone you appreciate their service. I recently tipped the guy at Discount Tire $20 for staying late to fix my tire for me before going on vacation. He looked surprised and happy to see the tip and I was happy to do so.

I'd much rather do something like this than deal with the automatic tip requests you see coming at you from everyone these days. I was recently asked if I wanted to tip for food I picked up as take out. I hear they're starting this with fast food now as well. Geez

[Scooter G]

Your doing it right bturner, even a $5 spot can go a long ways to say thanks. I tipped the septic tank guy a $20 after he finished up his sheeshy job the other day, you couldn't pay me enough for that job.
I'm kind of with you on the auto tip thing, I picked up one of my phones at the repair shop this week. Swipe my card on a $100 tab and it asks for a tip, what the..? I'm more likely to throw a couple bucks in the mason jar or table than I am to throw it into the system where management takes 2/3rds of it.

[hal2814]

There’s no “nationwide” anything when it comes to Nautique service. Every dealership handles their own. But this time of year 4 weeks isn’t unusual depending on what’s being done. It’s always a good idea to ask about timeframe before bringing something in. If it can wait, let it wait. I usually have 1-2 things to take care of that can wait until the off-season. It’s also a good idea to learn to do your own oil and transmission fluid changes if you put more than 50 hours per season on your boat.

[bturner]

I'll also add that a lot depends on the relationship you have with your dealer. I know I've probably cut the line most every time I've had my boat in, which hasn't been that often. If they see me in looking for service they know its something I can't handle and need help. I see these as contributing factors in service wait time.....

• Where did you buy the boat? Doesn't matter new or used if you didn't buy the boat from them you're going to wait.
• How many boats have you purchased from them? Anything past 1 is going to get you noticed, anything past 3 and you'll probably be cutting the line.
• Do you buy gear from their service center or Pro Shop? This kind of goes with the above. If the owner and sales people see you in their shop buying gear you're typically going to be getting a better reception.
• What's your relationship with your sales person? Again, assuming the above, do you stop by and talk to them or know them by name? I know most everyone in the front and back office at both the MC and Nautique dealers and they know me. I've found this really helps.
• How long have you been dealing with them? I've known the owners and sales people a both dealers for over 20 years and have brought customers to both throughout our relationship. Like any business owner they really like and appreciate this.
• And then there's the donuts/beer from my previous post. It doesn't have to be that but going a little out of your way to show appreciation goes a long way.

The number one way to get at the bottom of the list is to be a jerk customer. All of the above doesn't matter if you lose it on the staff or are a PITA customer every time you come in. I've seen customers completely lose it over a footprint or thumbprint on the interior. Should it be there? no, but their working on your boat and stuff happens. I get being upset with damage or a boat that has been left outside in the rain while in for service but I've seen some people come completely unglued over very minor stuff. No one likes to be treated badly and if you do this get used to being at the end of the line.

[seattlenaut]

I had a similar experience with Union Marine, I scheduled an appointment and the boat just sits. I am picking it up tomorrow and fixing it myself. It was in for warranty work however I'd rather pay for the part out of pocket and use the boat during our short summer. The level of service has changed dramatically since the acquired Pac Nautiques.

[xrichard]

I think it's just the nature of the boat business--summer is the busy time and it's pretty much impossible to hire additional good mechanics / technicians that work just the busy season. RVs are the same. I have a broken suspension component and the soonest I can get it fixed is 5 weeks (at least at the shops I trust). Honestly, I'm just happy they can get to it before Labor Day!

[Kmayotte]

Not saying this to brag but more to pump up my local Nautique dealer - Melvin Village on Lake Winnipesaukee, NH.
My boat died on Sunday and it was repaired and ready for pickup Tuesday afternoon. 2 business days.


As soon as it died, I towed to the Melvin Village and left at their service dock with an email/voicemail about the issue.
Monday 9am I got a call to confirm they'd check it out.
It was a bad connection in the relay/fuse for the fuel pump. Glad I didn't try to chase that gremlin myself!
Per my request they also changed tranny fluid, spark plugs, new bilge pump and sent an extra impeller for the fall.

Everyone I dealt with was top notch and extremely helpful.
Can't say it was cheap but it was some of the best service I've experienced in the marine industry.