oopps I thought they cared

[John Reppert]

Well, Well, Well....

I just got blown off today by Mike at BPS in famous Auburn Hills. You see I called concerning the ID numbers for my insurance agent...the one for the motor is for a stock 75hp...I had called and asked to have it upgraded Monday to a 125, sure no problem I was told...

Now when I called tonite it was as if I did not matter..I asked Mike to check on it and his response was.....



Just call Doug in the morning and he will take care of it...



OK,, but I am busy tomorrow and wont be able to call. That is point one..

Point two, I am supposed to sign the papers on a 18000 dollar purchase with out seeing or getting the boat because it will not be ready. You see after talking with the sales force and deciding to get the pinpoint system installed..guess what it has to be ordered..okay but I am not signing for it untill I can take it with me. Now I am told that it has to be a done deal by April 1 to get the "Free Goodies"...not my problem I am ready to do the deal they are not so I should not lose ...



Triton looks better all the time...

 

[John Foster]

Ok. So what do you want them to do?? You made changes, it takes time to do these things. Would the boat have been ready if you hadn't made the changes? Since the boat isn't ready yet anyway. What was the hurry to get it insured, since you can't untill you sign for it, that you couldn't call back in the morning. or the next day.



I don't understand from your post why you are so mad that you would post it on the board.





Mercury did the same thing a couple years ago. you had to finalize the deal before a certain date to recieve an extra two years of warranty. Even if you had to wait to get the motor.



That is why they are call Incentives. Sign early and get extras, Don't sign early and get no extras. All MFG's have them and they all have a dead line as when you can sign for the boat. Car MFG's have them to.



I hope you call back and talk to the sale manager and tell them how you feel. I'm sure they will take care of you. It just seems strange to chastise them for one bad experiance.



JMHO



John

 

[John Foster]

Ok. So what do you want them to do?? You made changes, it takes time to do these things. Would the boat have been ready if you hadn't made the changes? Since the boat isn't ready yet anyway. What was the hurry to get it insured, since you can't untill you sign for it, that you couldn't call back in the morning. or the next day.



I don't understand from your post why you are so mad that you would post it on the board.





Mercury did the same thing a couple years ago. you had to finalize the deal before a certain date to recieve an extra two years of warranty. Even if you had to wait to get the motor.



That is why they are call Incentives. Sign early and get extras, Don't sign early and get no extras. All MFG's have them and they all have a dead line as when you can sign for the boat. Car MFG's have them to.



I hope you call back and talk to the sale manager and tell them how you feel. I'm sure they will take care of you. It just seems strange to chastise them for one bad experiance.



JMHO



John

 

[Rob LaMoy]

I wouldn't get too upset. I would call back and see where things stand now. You have to remember, we all have things going on and maybe Mike was just chewed out my his wife or something? Who knows. Plus, it's hard to tell how his, "call back tomorrow and Doug will take care of it" sounded. Maybe Doug has the authority that Mike doesn't. I would just get all my info before turning my back on what is normally a great dealership. Just my opinion. Beleive me, you should thank you lucky stars that someone answered the phone, and will take care of you first thing tomorrow. You could have to deal with some of the shops up here!

 

[Mike Mann]

Now from my local Tracker dealer I was told that I had to receive my boat before April 1st to get in on the incentives. I couldn't understand that, I was placing my order in the last of January with a deposit, and they still couldn't tell me if I'd receive the incentives or not. But on the same note BPS in Auburn treated me very well. I understand your upset, but don't let it F@#% up you getting the boat you want and being able to enjoy it. Just relax and give them a call and voice how you feel about it. Remember you did ask on Monday to have the motor upgraded, that's one day. I just got the same boat from there in Feb., and have yet to be able to get it in the water to break it in. Now nothing sucks more then having it just sit here in the garage with nowhere to go! Trust me, that you should be happy that you don't have to deal with a local dealer like I have here. When I wanted to order my boat, he said maybe I'd have it in 12 weeks, maybe! At least you'll have your's by the week-end from the sounds of it. Just relax and give them a call, it'll all work out!

 

[Staci Matheis]

Simply take delivery WITHOUT the Pinpoint installed.

 

[Ken Neeley]

John,

Sorry for the confusion and I apologize that Mike was unable to help you...Doug left at 8:00 pm last night, and Mike does not have access to the computer system to get serial numbers at that hour.

Your numbers are:

hull--BUJ07117K102

motor--0T417598

trailer--4TM14TE162B001199

I am doing my best to locate a Pinpoint system for you now...there are only 3 available nationwide at our stores, and they are all display models...I'll keep you updated as I get more info...

As you've read above, the incentives are a National Tracker program, we must abide by their rules.

If you pay for the boat by the deadline, you will get the incentives. The boat can be inspected beforehand, and if there are any problems upon delivery, you are not bound to take it...we will gladly refund your money.

I am doing the best I can as we speak to get things taken care of for you....I will call you in a little while.

Again, my apologies and thanx for your patience.

 

[Rob LaMoy]

That's our Prez! You go Ken!

 

[Rob LaMoy]

Hit return too fast. Seriously, if Ken can't take care of you, then there is big problem. I wish he were a little closer to NY!

 

[Tim King]

Now that is customer service!! I wish he ran a dealership here in KS!!!! Way to go Ken. Drugman, Just drink a couple "Pepsi's" of your choice and relax. It will all be good in no time now. The prez is on the job!

 

[Ken Neeley]

John,

Please e-mail me with your phone number or call 248-209-4180 tomorrow and we can discuss this further. As it stands now, there are no Pinpoints available other than the display models. I called every retailer within 100 miles of here to try and buy one at retail for you...no luck. The factory is building 6 for us in 2 weeks...it will take approx. 3 1/2 weeks for it to arrive here.

Here is my suggestion:

We can schedule a delivery date for the week after next. You can pay and take the boat at the same time and if Tracker will not extend the incentive, I will take care of it myself so you will get everything promised. Use the boat with the standard trolling motor, and because you live 2 hours away, I will have your boat picked up after the Pinpoint motor comes in, install it, and deliver it back to you...probably a 3 day turn-around time.

I will try once more to talk one of the other stores out of their display model tomorrow, but it doesn't look good.

As I said above, call or e-mail tomorrow and thanks again for your understanding and patience.

 

[Tom(fishfafun) Lutz]

Man oh man....Ken just keeps putting the bar higher and higher for the other guys to get over. Makes me want to put my BassCat up for sale and by a Nitro from him (well, almost!)

Can't beat Ken's offer, even delivery boat service! Sounds like a good place to do business and if ya don't trust his word then I guess you could print this posting when you have to go to court. (Although, I don't think it's gonna be necessary.



Tom

 

[Ken Neeley]

I try to do business, and teach my employees to conduct business, with this thought in mind:

"Under-promise and Over-deliver".

I just treat others the way I would like to be treated...and whenever you need to voice a complaint, take this advice from my old granny,(R.I.P.) ..."you catch more flies with honey than you do vinegar"

 

[JEFF WHITE]

ken,

you want to come out here to pa and get my boat and replace the decks for me under warranty!!



i think this is above and beyond the call of duty.someone owes someone a dinner,or a fishing trip in there new boat!!

 

[JAMES MOORE]

WAY TO GO KEN, NOW THATS' WHAT I CALL CUSTOMER SERVICE. WISH THERE WERE MORE LIKE YOU OUT THERE.

 

[Ken Neeley]

Fellas,

Thanx for the praise and accolades, however, I'm just trying to do things the RIGHT way...the boat business is so far behind the auto industry, and we have all suffered from incompetent marine employees, or people that just don't care. The customer service attitudes of many boat dealers are appalling, and often times customer service is non-existent. If I can do some minor part in my little corner of the world to dispel the negativity and stereotypical perceptions so many of us have about boat dealers, then I feel like I'm doing something worthwhile.

I love BPS, I love boating and fishing, and I just want to provide people with the best experience possible when dealing with me. I'm not perfect, I don't have all the answers, and sometimes the answers I have the customers don't like, but I try to be fair and honest, and treat people the way I want to be treated.



And don't forget...KEN AND MAC...BETTER THAN CRACK!!!!!

 

[Sam Elkins]

Ken, The boat business may be far behind the auto business but it's dealers like you that will bring the boat business to the standards it should be. There's NO substitute for customer service and you exemplify that. I'm sure you understand a customers feelings when making the BIG purchase where your riding high on emotion. You've represented here that you have the ability to stick to the customer service aspect and get the situation resolved, or at least do everything you can. You're a credit to BPS and Tracker/Nitro. Cudo's to your staff also, because you can't do it without them.