Concerning "Madman" & Mr. Long

[Thomas Macaluso]

I have also followed "Madman" problems with hsi 884 on the BFHP I have also seen the results of MR. Long involvment on madman's behalf below is a e mail I send today to Mr. Long and his prompt response . I posted in to show that hopfully this is a turning point for Tracker and that we should all send Mr. Long e mails commending his good work

Mr. Macaluso,





Thank you very much. It really warms my heart to hear from people and owners

like yourself.



Tracker is and has been the leader in the marine industry for many years. I

believe that there are those who would love to tear us down for the sake of

business. We are simply focused on building a GREAT quality product every

time for the best possible price while providing the service support that

the dealers and consumers deserve and require.



I believe that the efforts of Tracker Marine will force the entire marine

industry to take a good hard look at the perception of the industry. We care

and will continue to make the right decisions going forward. It has been an

incredible journey with incredible results.



Thank you for your patronage and for your support of Tracker Marine. Also we

are please to hear of your kind words for your dealer. We absolutely must

have GREAT dealers.



Please accept my apology for any past inconvenience caused by CS at Tracker

during our total and complete re-organization efforts.



If we may be of assistance to you in the future please let me know and if

you are ever in our neck of the woods, stop by for a Nitro plant tour.





Nathan Long

Customer Service Manager

Tracker Marine Group



417-873-4540









Dear Mr. Long

I am sure that by now you have received more than a few e mails from

my fellow bassfisherman at the BFHP. I wish to commend you for the work you

did for the individual who goes by the BFHP name of "MADMAN" on his Savage

884. As I am sure that you are aware that for some reason Tracker Marine

products have been bashed on a regular basis on this website . Some of this

bashing is legitimate as some of the customer service I have dealt with

have been shoddy at best. I am on my second Nitro the first being a 1996

Savage 884 and my current boat is a 929 CDX . It is refreshing to see

someone in you position who is willing to take the effort to do the right

thing . I can understand the gentleman's frustration and anger since I also

have in the past had to deal with Tracker Customer Service the first time

was for a promotional l cover that should have come with the boat and second

time was for livewell switches Both times I had to resort to threaten to

put a sign on my boat saying " Nitro Sucks" before I got any results from

Tracker. I didn't feel comfortable doing that but after spending over

$33,000 I became more than a little annoyed. Hopefully now that you are

attempting to improve customer service at Tracker I will never have to

resort to such drastic means again . I urge you to check out both the BFHP

and the NITRO Owners home page as you good work is being noticed on both

sites and I myself plan to spread the word about your work.



ON the same note I would like you to know about the great service

one of your Trackers dealers provide for those of us who live in N.J . I am

referring to George Fuller's Marine and Machine Shop in Bayville N.J. I

can't express how much I appreciate the Service that Geoge and his wife

Debbie provide . It is a pleasure to deal with people who are honest and

hard working . As with customer Service to many people to more than willing

to bash bad dealers but very few will praise a good dealer . I feel that

Tracker Marine should be informed of the positve work being done by George

and Debbie as well as his whole staff.



I wish yo

 

[Tom Mann]

Nice post Tom!

 

[Ken Neeley]

Thanx Tom for sharing that.

 

[Rob LaMoy]

Thanks, he did get my problem resolved too. Too bad it had to go all the way to him, but he did make it right. Now, he just has to get a staff of people with his beliefs to get rid of these ugly little problems, and Tracker will complete it's long overdue "facelift" on customer service.

 

[Tim King]

I would be willing to join that staff!! I have always thought that customer service has to be job #1. Because if you don't have happy customers pretty soon you won't have any!! Plus living that much closer to Truman would be Awesome!!LOL

 

[Rob LaMoy]

I just completed a word of praise in e-mail to Mr. Long myself. If we continue to see individuals like himself and Jenny Corley take charge and lead in the direction he has taken on this issue, it won't be long before post run over singing praises about Tracker's service. Anything is possible if the right people make the right decisions. Integrity is a fundamental part of a good business model's equation. I think Mr. Long is bring that back to Tracker and not a moment too soon.

 

[JEFF WHITE]

but to say they are going to do something and not do it seems to be the way there.they got to have better quality control!even in there warranty repair dept.if this guy paid for the repair,they would take there time in fixing it.but warranty is diffrent stoy.im still not happy with my repair,its costing me money out of my pocket to fix what they did.the warranty on my decks wont pay for there butcher of them.and now i have to travel 2 hrs to take it to a dealer.then leave it there.

 

[Rob LaMoy]

True Fred, but it has to start somewhere, and in my experience, people respond better to praise, wanting to duplicate the response rather than fear of repeated criticism. Nobody's blowing smoke anywhere. Only making an observation of a particular event, and ENCOURAGING it to be repeated, to get the results you speak of.

 

[Tom Mann]

Agreed...... one boat at a time.

I'm sure it made a difference to the MadMan.

T

 

[Ken Neeley]

Just remember....before you criticize someone else, walk a mile in there shoes, then you'll be a mile away and have their shoes too.

 

[Mark Hofman]

A lessoned I learned as a teacher (too late, I might add) is that it is FRUITLESS to point out when someone is doing things the wrong way (criticism), and never pointing out when they are doing things the RIGHT way (praise). If you never praise a kid when he or she does the smallest little thing right, he or she never learns to value the difference between the right and wrong.

 

[Greg Meyer]

I think Ken said it best...are those "pumps" or "heels" you're wearing there Ken...They look better on you than the other guy!

 

[Fred Kerr]

Ken,

Madman and I were wearing the same shoes(I know you ment Nathan)Madmans are fixed and mine are still falling apart.I know it might be selfish but i won't have a good word to say about him untill my boat is fixed or replaced. i was out and out lied to on numerous occasions by both him and his staff and I have the e-mail to back up my story.

Because he randomly fixed aboat doesn't show me that tracker has changed there customer service policy. I will be submitting mine back for warranty of warranty in a October will see if there attitudes have changed.