Bear:
"Therefore, my reason for writing this is to ask the question, with this help offered to all, why do some people just refuse to use it."
The old adage that "you can please some of the people all of the time, or all of the people some of the time, but you can never please all of the people all of the time" really rings true.
I think the problem lies with trying to reconcile the EXPECTED resolution with the POSSIBLE resolution. Sometimes a person's expectation isn't within the realm of reality. Warranties explicitly state what is covered and what will be done to correct the problem. When someone expects a covered problem to be resolved through a solution outside of those possible under the warranty arrangement, then people get mad.
For example, let's say that the transmission on my truck won't shift out of PARK. I take it to the dealer and say, "This truck is a piece of junk, I want a new one." My expectation for a resolution doesn't match up with the possible solution to my problem.
People don't accept the help that's offered here because it doesn't get them the resolution they WANT or EXPECT. You or I can't give someone a new boat every time there's a problem. (However, if you can, give me a call!)
Another twist to the situation here is that some people expect Tracker Marine products to be below par and to have all kinds of quality problems. They will look for the first sign that the boat is coming apart and say "See? I told you Tracker/Nitro boats are junk." Flip the issue and look at Ranger. From reading other boards, people expect Ranger to put out a quality product. They don't go looking for everything to come apart, but when something does happen they say, "Well, all boats have problems. Mine just has a few less than other brands."
You can be the nicest, most considerate customer service rep in the world (Ken and Craig are two great examples), but if they can provide the resolution someone wants or expects, on a product that some people are expecting to be sub-standard, then no amount of good-will will get them over their disappointment. In these situations, I've learned to say, "I'm very sorry you're upset and that I can't help you get what you want. I really hope you will be able to get over it." (The only time I DON'T use that one is with the missuz.)
The other day I cruised for a couple of hours through some of other boat-related boards. I haven't found one that is as much fun, or as helpful, for boat owners of all brands as this one is.
I'm going to stop now. My soap box is beginning to collapse from all the weight of my opinions. LOL.
Mark
