Took boat to BPS for service yesterday . . .

[Texas Transplant]

Well, my first real 'test' of the local BPS Tracker service department started yesterday. I have been planning to get some 'usual' maintenance on the engine (50hr tune/checkup), have some new equipment installed (Garmin 240 - purchased there), fix/replace the broken live well valve, and hopefully put an overflow on the rear livewell.



Was treated nice enough by the service writer (lady), but will wait and see what the turn around time is. Since the local boat show is in 3 weeks, and the spring classic (at BPS in March) is just around the corner, her comment on - 'it will take awhile', is not exactly what I had hoped for.



Anyway, time will tell. I'll see what feedback I get by the end of the week. I'm changing to the BPS dealer (in Charlotte) over the dealer I bought the rig from (up the road) since they are another 12-15 miles away, and never seemed to be too happy about wanting to work on the live well problem.



Will let you know how it goes, and post an accurate score card when complete.



Tex

 

[Mike Levesque]

Good luck with it Tex, hope it goes smooth for you....

 

[James D.]

tex,



takin your boat in for service during boat show time is a good test for your new dealer. this is a really hectic time for them. hope it goes well for you as it is good to find a dealer that does good work and treats you right.



jd

 

[Texas Transplant]

Well, just got off the phone with BPS here in Charlotte. They were very cordial (which is a good sign). They explained that they are getting ready for the boat show (here next week), but they hoped to get to my boat by Wed/Thurs of this week. He knew the boat, and the basics of what needed to be done.



So far, the report card is on the positive side. The real test will be if they are able to tackle/fix the 'no overflow capability' in the rear livewell.



Tex

 

[Rich Stern]

OK, I'm wondering aloud about business practices in the boat business:



Why is it that in the boating industry, a paying customer with cash to spend winds up at the back of the line?



If a customer calls me to say, "I need to hire you to do project XYZ," pretty much the last thing in the world I would say to that customer is, "Sorry, go to the back of the line, I've got some marketing I need to get done before I can get around to your business."



Why is it that boat dealers do that to customers? And why do customers just accept it?

 

[TrepMan]

Rich - Being out of town and only checking emails/net on the evenings i'll be interested to see what the folks have to say.



I, as everyone knows, have had NOTHING but steller performance from Atlanta BPS in 3 years (maybe it's my HUGE physical presence that SCARES the heck out of them!!! HAAA). BUT I do remember the time and issues I had to go thru when I ordered and waited for delivery of my boat 3 years ago. There does seem to be a less then "typical" (compared to other industries e.g Cars, electronics...) service expectations from the boating industry. Most of you have had boats longer them me, a whole 3 years, so let us know what you think.



This is NOT a trash your dealer call, just thoughts from owners and service folks on WHY the boating industry seems to be "different" in expectation then others.



Rich/Scott/Mac/Tex/Rob and everyone else - i DID NOT DIE!! I'm on the road for 2 more weeks and can only check the web every evening or so. MAN I miss you guys!! Sniff, Sniff!!

 

[Texas Transplant]

Rich,



Great question. The reason I specifically called yesterday, was to make darned sure that it was somewhere in the queue. Since it's still several weeks before I would normally use it for the first time this year, waiting a week or two is not too bad of a problem - as long as they are able to address ALL the items that I've brought it in for.



At one time I was self-unemployed as a consultant, and it was always 'paying customers first, foremost, and always'. Better to take care of the customer that you already have, then depend upon getting a new one that you know nothing about.



I'll have the opportunity to make a visit on Friday, regardless of their progress.



Tex



And Trep, we didn't even know you were gone!

 

[Dan J.]

Industry standard dealer prep time on a new car - 45min.

Industry standard dealer prep time on a pkg. boat - 6-8hrs.



Until volume can justify manpower necessary, I don't know of any way to rectify the situation. It's a beast in many businesses. Comparing the boating business to the auto industry is admirable, however, have you ever bought a new car and exchanged the motor, installed a different dash, rewire, etc.? I'm not trying to defend poor service. There is no excuse in any "service" industry for poor customer service. I just don't see the two as an "apples to apples" comparison.



The annual large venue boat show is an important launch for all dealers' new season. This does put additional strain on key service personnel as well as on time available to perform a quality job(The ol',"Do you want it fast or right?"). Giving a heads up to a customer that it is a busy time is commendable. If the service I needed was not imperative, I could still use my boat, then bring it back at the best time expecting the best results. I believe little things like this are what relationships are made of. Working together to achieve a common goal.(Big Group Hug! LOL!!)



This is just my opinion and worth every bit of the paper it's written on!

 

[Charlie Nethaway]

Seems like in the boat industry the builder,seller and service dep do what they want when they want and if you dont like try to find someone better LOL ya can't

just my opinion