Marine Air customer service story

**redneck joe** · 09-09-2012, 07:15 AM

good service story. No I do not work for them.

I recently bought a new unit for the boat. I bought off ebay, which I rarely do - just not a fan and have always worried about service issues. Get it put in, run for a couple weekend then started not cooling but every couple minutes. Wouldn't stay blowing cold air. My fears were realized; I am going to havee to deal with service on a very expensive ebay item.
So I got my warranty papers, found an email address which I sent a brief note to explaining that it wasn't cooling and that I had purchased from ebay asking 'what are next steps'. I resigned myself to the probability of several weeks of no cold air for our boat weekends and many unasnwered emails followed by the horror of having to call the company several times and getting all pissed off over it while trying to deal with people that just don't care about what they do for a living.

Well, about 10 minutes after I sent the email I recieved a call from a service tech from the company. I was literaly at a loss for words for a moment.

After about 10 minutes on the phone with him he was sure it was a sensor. Shipped me a new one (arrived in 4 days) with detailed instructions (including pictures) on how to replace. It wasn't even a stock peice of instructions that they have ready to send out; it was a personally typed note to me. The pictures were perfectly clear, instruction step by step, with arrows. Nice. Even told me I could call them while at the boat if I needed help replacing and they would walk me through it. Installed new part, blows colder than hell, no issues. Last weekend it was 92 at the dock and I had it blowing 38 degree air. That's cold. So problem fixed in a couple days with zero hassle. Don't get that too often. Only 'complaint' is he should have asked about an error code sooner into the conversation, would have made a 10 minute call a 5 minute call.

Thought I would pass this on a very positive customer service experience.

http://www.dometic.com/enus/Americas...ne/Marine-Air/

**ziekman@cox.net** · 09-09-2012, 08:22 AM

Great to hear, Joe. I completely understand the expectation when confronted with something like this on a boat; but, your story proves, once again, that the problem is usually not as big as we think it is. Great example, and glad to see you are staying COOL!