Texas Transplant
Well-Known Member
Well, it's time for a GOOD service story concerning Tracker and BPS. As discussed earlier here, my 2000 Targa 18 has had a problem with the overflow for the rear livewell since delivery of the boat - though it wasn't discovered until last year. In short, no overflow was installed for the rear livewell. Once the rear livewell shutoff valve malfunctioned, there was no way to keep adequate water in the livewell.
Last Monday, I took the boat to BPS in Charlotte (not the selling dealer), for several items, including the overflow problem. They said that they would get to it as they could, even though they were very busy preparing for the upcomming boat show here in Charlotte.
I called on Monday to check on it, and they reported (Coleman I believe is the gentlemans name) that they hoped to get to it Wednesday or Thursday of this week.
Got a call yesterday afternoon, to discuss where they were at. The new depth finder was the wrong model (bow vs transom mount), so they swapped it out with the store. The 50 hour engine service was no problem.
He suggested that I call up the original dealer and discuss the overflow to attempt to get them to fix it, as it certainly should have been installed. I explained to him that I had already been that route, and gotten nowhere. That's why I had brought the boat to them.
He indicated that the charge would be about $130-150, and wanted to know if that was acceptable. He also said that he was going to call Tracker as soon as we hung up, explain the situation, and attempt to get them to cover this as a warranty item. About 2 hours later, around 6:30PM, he called again to confirm that Tracker agreed that this should have been installed originally, and that they would cover the warranty work.
This is how both a dealer, and a manufacturer should act in these situations. Discuss the problem openly and honestly with the consumer, look at the situation, and then do the right thing. In my case, that's exactly what happened, once I was able to get to a dealer that considered my position, and not just there pocketbook.
In my case, I am now in that period of life whereby I have learned many lessons the hard way. When I deal with situations as these, I try to look at both sides, and deal calmly and professionally with those on the other side. While not every situation can be addressed to everyones satisfaction, every time; this time the 'process' worked well.
Hat's off to Bass Pro Shops Marine and RV Service Center in Charlotte. They did a good job. Should pick up the boat on Friday afternoon.
Tex
Last Monday, I took the boat to BPS in Charlotte (not the selling dealer), for several items, including the overflow problem. They said that they would get to it as they could, even though they were very busy preparing for the upcomming boat show here in Charlotte.
I called on Monday to check on it, and they reported (Coleman I believe is the gentlemans name) that they hoped to get to it Wednesday or Thursday of this week.
Got a call yesterday afternoon, to discuss where they were at. The new depth finder was the wrong model (bow vs transom mount), so they swapped it out with the store. The 50 hour engine service was no problem.
He suggested that I call up the original dealer and discuss the overflow to attempt to get them to fix it, as it certainly should have been installed. I explained to him that I had already been that route, and gotten nowhere. That's why I had brought the boat to them.
He indicated that the charge would be about $130-150, and wanted to know if that was acceptable. He also said that he was going to call Tracker as soon as we hung up, explain the situation, and attempt to get them to cover this as a warranty item. About 2 hours later, around 6:30PM, he called again to confirm that Tracker agreed that this should have been installed originally, and that they would cover the warranty work.
This is how both a dealer, and a manufacturer should act in these situations. Discuss the problem openly and honestly with the consumer, look at the situation, and then do the right thing. In my case, that's exactly what happened, once I was able to get to a dealer that considered my position, and not just there pocketbook.
In my case, I am now in that period of life whereby I have learned many lessons the hard way. When I deal with situations as these, I try to look at both sides, and deal calmly and professionally with those on the other side. While not every situation can be addressed to everyones satisfaction, every time; this time the 'process' worked well.
Hat's off to Bass Pro Shops Marine and RV Service Center in Charlotte. They did a good job. Should pick up the boat on Friday afternoon.
Tex
