Customer Service ......

[Buckeye Boater]

Due to a busy work schedule, our boat sat on her trailer for most of September. About two weeks ago I decided to wash off the dust, apply a coat of wax and do some general cleaning. While cleaning the cuddy cabin, I noticed the carpet directly under the portside port hole was damp. The portholes are fixed glass and cannot be opened. Upon further inspection, I noticed that the glass in the porthole was cracked. I also checked the starboard porthole and it was also cracked.

I am not certain how this happened. But I am 99.9% certain that the damage was not there the last time we used the boat as it is washed and wiped down after every use.

Since the boat was scheduled for service in early November, I called the dealer to see what the damage would be. Here are the details:

Cost of Lens: $27.10
Tube of Silicone: $9.00
2.5 Hrs of Labor: $237.50
Total: $275.77 x 2 portholes = $551.54 :smt089

The boat is out of its normal warranty period, but our dealer contacted Sea Ray customer service. They requested pictures of the damge.

After reviewing the photos, Sea Ray has decided to cover the total cost of the repair even though it is out of warranty.

Sea Ray Customer Service: PRICELESS! :smt038

 

[Bridog]

Both cracks right near the screw? SR did the right thing taking care of this for you.:smt038

 

[Carver370]

I had a 1999 21 Regal Cuddy Cabin and the same thing happened to mine, A LOT. I called Regal about it and they fixed it 2 times but it kept re-occurring. After the third set of windows I figured out that it was the hull flexing so much that it didn't matter what you did, it cracked. I got some clear silicone and filled it in and fixed it forever.


If that happens again to you, call them and mention the hull flexing. Probably won't get the same customer service, at least Regal didn't give it to me!

 

[mawyatt]

I have been very satisfied with SeaRay and MarineMax customer service. I do believe our 38DA has had a few too many issues though. Most are minor but would have thought SR quality control would be better. Our boat is at MM now and they had to repaint the bottom paint because it was flaking off in large chuncks....SR stepped up and covered everything without an issue and MM did a very nice job on the bottom paint. This is the kind of customer service that will cause us to stay with SeaRay and MarineMax. Dan at SeaRay Merritt Island and Trent at MarineMax Clearwater are examples of good customer service folks.

Mike