How to get service out of Sea Ray???

D

dutchman

Member
Aug 26, 2009
169
Alberta
Boat Info
2016 GTS185
Engines
Merc 4.5L MPI 200
I'm a new SR owner and getting quite disappointed in their so called high standards. A couple months back, I purchased a brand new 2008. Overall I love the boat for what it is, size, power, looks, etc. We went with SR because of their reputation.
But now the little things are driving me nuts. There were a few issues that I fixed myself (no big deal) but the ones we need done by the dealer are dragging on. Both dealers I have talked with have the same story, in that the SR manufacturer is not getting back to them. I'm not sure if they need authority before they do any work or if they're giving me a line of BS.
It's been 30 days on a couple issues that we still don't have answer. It's not like I'm going boating tomorrow, but man is this what I can expect?????
It's sure poor service, especially after all the hype about how good SR is.
I'd like to hear if I'm alone out here or if this is normal.:huh:
 
Unfortunately, you are not alone. Service is slow at best and answers few and far between when having to deal with the the factory (SeaRay) and the engine manufacturer (Mercury). I do not believe it was always this way but I do believe it is related to the economy (stating the obvious I know). Dealers, I would assume, do not want to take responsibility for repairing issues that are covered under warranty IF SeaRay chooses not to payout for such repairs when there is a doubt. I do believe it does have alot to do with the actual dealer you are working with as well. Some are better than others, even when comparing MM to MM.

Don't give up, keep after them ( be polite but firm) and you will get your issues repaired. SeaRay is here for the long term and nowadays things are just a little difficult.
 
trit21 said:
Unfortunately, you are not alone. Service is slow at best and answers few and far between when having to deal with the the factory (SeaRay) and the engine manufacturer (Mercury). I do not believe it was always this way but I do believe it is related to the economy (stating the obvious I know). Dealers, I would assume, do not want to take responsibility for repairing issues that are covered under warranty IF SeaRay chooses not to payout for such repairs when there is a doubt. I do believe it does have alot to do with the actual dealer you are working with as well. Some are better than others, even when comparing MM to MM.

Don't give up, keep after them ( be polite but firm) and you will get your issues repaired. SeaRay is here for the long term and nowadays things are just a little difficult.
Click to expand...

Agree, polite and persistent. I feel for some of the dealers as many are trying to keep their head above water in the sales area. They (at least the ones I know of) are trying like heck to sell current inventory. When they make a sale, the mechanics are busy getting the boats out the door. The flip side is the service is not as an instant as we all like. Obviously, no excuse, just reality.
 
Is yours a Master Dealer? Ours is and they get paid by Sea Ray top dollar for warranty repairs.
 
It may help you dance with the system if you understand how it works.

Sea Ray doesn't usually fix boats. Their job is to build them, their dealers are contracted to handle warranty repairs. For that reason, you should keep the pressure on the dealer. Follow up daily or at least weekly. Only when the dealer tells you to go direct to Sea Ray Customer service should you do so.

Understand that with buyers absent from the market and no dealer inventorying boats, the factories have had to reduce work schedules. Since customer service departments are located at the factory that made the boat, it is taking more time than normal to respond to dealer/customer needs. With a factory working alternating weeks, customer service phones may not be staffed during the down time.

Thanks to the available technology and to abuse of the system by some not so scrupulous dealers, Sea Ray is requiring photos of defects or other significant evidence of a failed part before authorizing a repair. That doesn't speed up the process, particularly when the guy who must authorize a repair is off this week or next.

Finally, you don't mention or describe the type of warranty work you require. How reasonable your request is may have something to do with the speed of the process. If you are asking for a broken or non-functioning part to be replaced, that is cut and dryed ...it should be fixed. However, if your request is something like you want the angle of the boot stripe raised on the port side or want the Smart Craft panel relocated, making those changes is a customer accomodation, not a warranty repair, and it will require a different approval process, if SR even considers it.

Remember, patience (particularly, in light of the boat business economy of today) and courtesy goes a lot further with SR Customer Service than "taking names and kicking asses."
 
Dutchman - What issues are you having? Unlike some others, I have little sympathy for the dealers. That being said, If you have serious troubles they may indeed need to talk to Sea Ray.

EDIT - I was hoping Frank would chime in! Again Frank, Thanks for taking the time.
 
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I don't think anyone here was having sympathy pains for the dealers. It is just reality, I wish things were different they are not, 'Welcome to the REAL world'.
 
Dutchman,
Keep working with your dealer. What type of warranty issues are you having?

Where was your boat made. What is HIN number? I thought the newer 175s were not really SeaRays, but Bayliners made in Mexico? I thought I had heard the 185 was the 1st true SeaRay now???
 
It is a 2008, but it's only a few months old from the dealer. It was one of several leftovers we found.

Here's my biggest issue;
1.....several screws were loose on the trailer. The ones that hold the bunks onto the brackets. One cause a 6ft scratch down the bottom of the hull. :smt089
2.....With less than 1000 miles, both tires are cracked to the point that I'm scard to pull it down the highway.:smt013
3....well, there is a list of little things that need adjusting and repairs. I've done most of these myself, but with a new vehicle I assume I wouldn't have to do this.

The biggest 2 are with the trailer, but is that up to me to contact Shorelander?? I purchased a SR boat and trailer package.
 
Your dealer is your liaison for all things. Including the trailer.
 
The trailer was probably sitting for two years. The dealer should fix the scratch and provide you with new tires for the trailer... I would tighten the screws my self.. Sea Ray won't help you with trailer issues, they don't make the trailers... Most experianced Sea Ray owners find that it is better to buy a used boat than new... Especially in an economy like this...
 
I have been patient and it "seems" the dealer is doing their part. These problems are all recorded at the dealer but they keep saying they need authorization. The warranty person said he had stacks of claims that were not getting addressed.
So waht's the use of having the dealer? To me it should be a no brainer to get this stuff fixed. Sooner than later, the patience is going to run out.
 
dutchman said:
I have been patient and it "seems" the dealer is doing their part. These problems are all recorded at the dealer but they keep saying they need authorization. The warranty person said he had stacks of claims that were not getting addressed.
So waht's the use of having the dealer? To me it should be a no brainer to get this stuff fixed. Sooner than later, the patience is going to run out.
Click to expand...

Just need it fixed before Memorial Day 2010... Assume you are done boating for this this year in Alberta... I would periodicaly call the the dealer to remind them...
 
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