View Full Version : My Area MC Dealer
I'm having issues with the boat so I broke down and was going to take it to the local MC dealer but after 2 calls today with no return call (had issues with cs before from them) I decided to take it to another place. I've met Dustin a few times at wakeboard events and thought I give Paradise Marine a call and they were booked for 3 weeks but after talking a bit they said bring it in on friday :headbang: this is the local Malibu dealer, what's up MCAZ? :confused:
This isn't a mastercraft bashing but seriously this is the 3rd strike for the local dealer from me, to bad there's only one in the entire state :mad:
rodltg2
06-02-2009, 02:48 PM
typical of our local mc dealer who happend to be the malibu dealer as well. they however are no longer with us.
TMCNo1
06-02-2009, 03:25 PM
That doesn't speak well for a dealer featured in the MasterCraft 40th Anniversary Coffee Table Dust Collector on page 98.:rolleyes::D
flipper
06-02-2009, 03:27 PM
The dealer in our area is gone now thank god, but was horrible. I refused to go to them. For stuff that had to come from a dealer, I'd order from dealers on here. For work that I couldn't do on my own I use a local marine shop that is great.
Sodar
06-02-2009, 03:30 PM
That doesn't speak well for a dealer featured in the MasterCraft 40th Anniversary Coffee Table Dust Collector on page 98.:rolleyes::D
That makes 2 featured dealers in the Table Dust Collector that are not worth a hoot. :rolleyes:
bobx1
06-02-2009, 03:36 PM
6 out of the 8 people I know that own Mastercraft have had serious issues with our local dealer. To be fair, 2 out of 8 are satisfied.
Maristar210
06-02-2009, 04:12 PM
www.actionwater.com
Great dealer and you can bribe them with bagels ;)
Monte
06-02-2009, 04:37 PM
www.actionwater.com
Great dealer and you can bribe them with bagels ;)
What about brass hammers?? Will they take brass hammers?? You know I have one of those:rolleyes: I bought it off some thug who stole it fair and square:rolleyes:
JohnE
06-02-2009, 05:46 PM
Fortunately for many of us, the bu dealers can service the indmar engines. Unless it's a warranty issue it makes it very convenient.
Fortunately for many of us, the bu dealers can service the indmar engines. Unless it's a warranty issue it makes it very convenient.
That's exactly why I went there JohnE :D
Ski-me
06-02-2009, 06:48 PM
I also take my boat to the local BU dealer and buy all of my equipment there. I did try the local MC dealer first but either got conflicting answers on my specific boat or an attitude....maybe my MC wasn't new enough for them.:rolleyes:
The local BU dealer use to be the MC dealer here so they do know my boat quite well.:)
panshovel68
06-02-2009, 07:10 PM
I must be lucky, Bay watersports in Maryland was great to me! They did the final tune and test on my repower. The price was fair(not cheap), they did good work, and the people are friendly!!!! I would give them an A+
I must be lucky, Bay watersports in Maryland was great to me! They did the final tune and test on my repower. The price was fair(not cheap), they did good work, and the people are friendly!!!! I would give them an A+
MYMC & BAWS are a couple dealers we also here positive things about :headbang:
I have to say, I got a call from MC at about 3pm :confused: I needed my question answered at 10am when I called, not 5 hours later so after 15-30 minutes they didn't call I went to the next guy who I actually talked to right then and got my question answered along with an appointment.
My impression of our dealer from my experience is they'll get to ya when they get to ya, and they really don't need my business because they have enough being the only MC dealer in the state of Az. :confused:
JohnE
06-02-2009, 07:53 PM
A few hours later isn't unacceptable IMO. This is the busy season. I know my dealer (MYMC) is 2-3 weeks out on service. But with the quick response from the bu dealer, I'd have made the appointment there too if I were in your situation Coz.
Jim@BAWS
06-02-2009, 08:26 PM
MYMC & BAWS are a couple dealers we also here positive things about :headbang:
I have to say, I got a call from MC at about 3pm :confused: I needed my question answered at 10am when I called, not 5 hours later so after 15-30 minutes they didn't call I went to the next guy who I actually talked to right then and got my question answered along with an appointment.
My impression of our dealer from my experience is they'll get to ya when they get to ya, and they really don't need my business because they have enough being the only MC dealer in the state of Az. :confused:
COZ....Thanks for the positive feed back. We try to help everyone near and far. Sometimes they get a little bit of an attitude because they cannot reach there LOCAL dealer. We do the best that we can
Sometimes I get calls at 6PM and return them, sometimes I don't. It is frustrating sometimes when we get calls from a distance and the response is" I called and left you a message!!!" I know you did that is why I am calling you back. I cannot help that your LOCAL dealer is not open. I will try and help you.
Please dealers have lives also, baseball, soccer, football and we like to ski every now and then. We like to spend Sunday's with our famliy. I have actually had folks get upset because they could not get ahold of us after hours. "Can I get your cell phone so I can call you if I cannot get ahold of my local dealer?" Hell NO. These are customers, MasterCraft owners that are not even folks we sold boats to. But we still try and help
There is NO excuse not to return your call within 5 hours that is BS. I would be embarrased if our dealership was mentioned like that. 2-3 hours I think is reasonable.
Maybe still a little long.
Just understand we have lives also.
Jim@BAWS....I think I hear the phone ringing right now. Whoops it is ROD. Not going to answer that one ! Let the BU/Wakecraft dealer take that one !!!
www.actionwater.com
Great dealer and you can bribe them with bagels ;)
How is Action going to help him if he needs to run diagnostics, which is what he needs to do?
JohnE
06-02-2009, 09:09 PM
COZ....Thanks for the positive feed back. We try to help everyone near and far. Sometimes they get a little bit of an attitude because they cannot reach there LOCAL dealer. We do the best that we can
Sometimes I get calls at 6PM and return them, sometimes I don't. It is frustrating sometimes when we get calls from a distance and the response is" I called and left you a message!!!" I know you did that is why I am calling you back. I cannot help that your LOCAL dealer is not open. I will try and help you.
Please dealers have lives also, baseball, soccer, football and we like to ski every now and then. We like to spend Sunday's with our famliy. I have actually had folks get upset because they could not get ahold of us after hours. "Can I get your cell phone so I can call you if I cannot get ahold of my local dealer?" Hell NO. These are customers, MasterCraft owners that are not even folks we sold boats to. But we still try and help
There is NO excuse not to return your call within 5 hours that is BS. I would be embarrased if our dealership was mentioned like that. 2-3 hours I think is reasonable.
Maybe still a little long.
Just understand we have lives also.
Jim@BAWS....I think I hear the phone ringing right now. Whoops it is ROD. Not going to answer that one ! Let the BU/Wakecraft dealer take that one !!!
In a perfect world the call would be answered by a live person when it comes in. The reality is that it isn't always possible. I don't know how you put a timetable on the return call. 10 minutes in the winter, 48 hours on July 3? Jim, you've helped me in the past along with many others on this forum. And we all appreciate it. I know you helped some redneck gator fan who was on vacation when his fuel pump died too. I may have towed him at one time or another.;) Point being, I think every dealer should do their best. It's nothing that can be quantified. What we want and what you offer often differ.
In my personal experience, my dealer (MYMC) gives me his cell and got back to me in 5 minutes on the Sunday of 4th of July week last summer when I was freaking out over an issue. Turned out to be that 2nd or 3rd batch of the bad mcx exhaust elbows. At the time all I knew was that the boat wouldn't run right and the engine compartment was smoking like hell.
The point of all this - take what your dealer offers and if it isn't enough, deal with it in whatever way suits you. Just my $.02.
Bottom line- if the dealer isn't doing their job well, it's one thing but when they don't bother to do it at all, it's another. If they can't bear the thought of paying for good staff and/or training, they'll eventually have to deal with the fallout. Customer service isn't always an easy proposition when staffing is inadequate, time is short and business of booming. When business is slower, as I suspect it is at many dealers, there's no excuse for not calling back in a short time, although layoffs put a serious burden on those who remain. OTOH, without happy customers, the dealership will eventually fail and the company that has people who realize this will be far ahead of the ones that don't, or just don't care to think about it. A small number of people at a busy dealership can get a lot done in addition to handling all of the phone calls but they have to want to- it won't happen on its own, or by accident.
In any case, MC needs to hear about it, but not in a long-winded phone call with all kinds of exaggerations, yelling, swearing and that kind of thing, regardless of how good it feels to do that. This needs to be done in a letter with dates, facts, names and in a logical manner. Copies of receipts are a good thing to include, especially if there's a discrepancy between what problem(s) exist and the work done to rectify whatever it needs. If you get no action after requesting some kind of contact from MC, move up the food chain.
SkiDog
06-02-2009, 09:28 PM
My dealer, (BAWS) picked us up at the airport today, took us to his dealership, fed us a damn fine lunch, and showed us his entire inventory! All on the hopes of selling a boat. And I am doing my damnest to get this boat sold for him.
Jim, we appreciate all you did today for us, and I'm hoping to hear from Ernie tomorrow. He is leaning towards the X45! I KNEW we shoulda ran that one today. I just had a feeling that thats the boat he would ultimately like best. I got him from an older stars & strips @ $15,000, to a big un! Damnit man, CUBAN sammiches for LIFE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!:D
MasterCraft Mark
06-02-2009, 09:46 PM
Dog sorry I didn't get to hook up with ya while you were in town. If he buys the boat you will probably be back down with him.I'll catch up with you then.
JohnE
06-02-2009, 09:58 PM
Mark, make dog a sammich.:D
Bottom line- if the dealer isn't doing their job well, it's one thing but when they don't bother to do it at all, it's another. If they can't bear the thought of paying for good staff and/or training, they'll eventually have to deal with the fallout. Customer service isn't always an easy proposition when staffing is inadequate, time is short and business of booming. When business is slower, as I suspect it is at many dealers, there's no excuse for not calling back in a short time, although layoffs put a serious burden on those who remain. OTOH, without happy customers, the dealership will eventually fail and the company that has people who realize this will be far ahead of the ones that don't, or just don't care to think about it. A small number of people at a busy dealership can get a lot done in addition to handling all of the phone calls but they have to want to- it won't happen on its own, or by accident.
In any case, MC needs to hear about it, but not in a long-winded phone call with all kinds of exaggerations, yelling, swearing and that kind of thing, regardless of how good it feels to do that. This needs to be done in a letter with dates, facts, names and in a logical manner. Copies of receipts are a good thing to include, especially if there's a discrepancy between what problem(s) exist and the work done to rectify whatever it needs. If you get no action after requesting some kind of contact from MC, move up the food chain.
I agree, I'm a real easy going guy and I don't need to yell and swear at anyone, I just need the boat fixed, and if they don't bother to call back (not the first time) I find someone that can. I will definetly look into a letter cuz I'm not the only one that had cs issues from here.
My dealer, (BAWS) picked us up at the airport today, took us to his dealership, fed us a damn fine lunch, and showed us his entire inventory! All on the hopes of selling a boat. And I am doing my damnest to get this boat sold for him.
Jim, we appreciate all you did today for us, and I'm hoping to hear from Ernie tomorrow. He is leaning towards the X45! I KNEW we shoulda ran that one today. I just had a feeling that thats the boat he would ultimately like best. I got him from an older stars & strips @ $15,000, to a big un! Damnit man, CUBAN sammiches for LIFE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
See! :eek: check that dealer :headbang:
MasterCraft Mark
06-02-2009, 10:13 PM
Mark, make dog a sammich.:D
I think I will leave that to Amy amd one of her friends.
Monte
06-02-2009, 10:26 PM
Damn it is nice to have a neighbor and friend across the street who lets your kids swim at his dock AND is a certified boat mechanic...
SkiDog
06-03-2009, 12:22 PM
Damn it is nice to have a neighbor and friend across the street who lets your kids swim at his dock AND is a certified boat mechanic...
What the hell is wrong with the TUG now?:D:D:D
SkiDog
06-03-2009, 12:24 PM
Dog sorry I didn't get to hook up with ya while you were in town. If he buys the boat you will probably be back down with him.I'll catch up with you then.
I'm hoping he's gonna buy the red 09 X45 from Jim, and then I can work it out where YOU can deliver the boat to St. Simons Island and spend the weekend! You up fer that?
bcampbe7
06-03-2009, 12:42 PM
In a perfect world the call would be answered by a live person when it comes in. The reality is that it isn't always possible. I don't know how you put a timetable on the return call. 10 minutes in the winter, 48 hours on July 3? Jim, you've helped me in the past along with many others on this forum. And we all appreciate it. I know you helped some redneck gator fan who was on vacation when his fuel pump died too. I may have towed him at one time or another.;) Point being, I think every dealer should do their best. It's nothing that can be quantified. What we want and what you offer often differ.
In my personal experience, my dealer (MYMC) gives me his cell and got back to me in 5 minutes on the Sunday of 4th of July week last summer when I was freaking out over an issue. Turned out to be that 2nd or 3rd batch of the bad mcx exhaust elbows. At the time all I knew was that the boat wouldn't run right and the engine compartment was smoking like hell.
The point of all this - take what your dealer offers and if it isn't enough, deal with it in whatever way suits you. Just my $.02.
No need to be redundant!
bobx1
06-03-2009, 04:38 PM
Why does'nt MC send out customer surveys on dealer satisfaction? If they do, I have never recieved one. I get surveys from Ford, Audi, Yamaha, Mercury Marine (on another boat), etc. everytime I buy something and/or bring something in for service.
I have even heard that some manufacturers have hold backs (dollars) on dealer sales based on customer satisfaction ratings. If you get good ratings then you get all of the hold back.
By the way, I have owned boats for 20+ years and don't have real high expectations when it comes to things being perfect.
Monte
06-03-2009, 04:50 PM
What the hell is wrong with the TUG now?:D:D
Not a thing.. That's my point;):D
Jim@BAWS
06-03-2009, 05:08 PM
Why does'nt MC send out customer surveys on dealer satisfaction? If they do, I have never recieved one. I get surveys from Ford, Audi, Yamaha, Mercury Marine (on another boat), etc. everytime I buy something and/or bring something in for service.
I have even heard that some manufacturers have hold backs (dollars) on dealer sales based on customer satisfaction ratings. If you get good ratings then you get all of the hold back.
By the way, I have owned boats for 20+ years and don't have real high expectations when it comes to things being perfect.
THEY DO...over and over again
Jim@BAWS
TX.X-30 fan
06-03-2009, 05:35 PM
www.actionwater.com
Great dealer and you can bribe them with bagels ;)
Worked with jap's in college too. :D
bobx1
06-03-2009, 05:40 PM
THEY DO...over and over again
Jim@BAWS
I guess they forgot about me because I have never received anything (survey wise). By the way Jim, thanks for the email last night and big CONGRATS on being open for so long. Much luck in the future!
Thrall
06-04-2009, 12:54 PM
Worked with jap's in college too. :D
Ha Ha Ha! How true!
Coz, don't be so quick to write off MCofAZ. I've had nothing but a good experience with them and it wasn't because I spent alot of $ there. Actually quite the contrary is true. I bought my boat used, private party and it wasn't purchased new from MCAZ either. Only connection my boat had to that dealer was the po had some repair work done on it there.
MCAZ took my boat in for diagnostics of a problem I couldn't figure out. They couldn't figure it out the first time either, so they didn't charge me. Charged me a very fair 1 hr the 2nd time when I know they had more into it than that. Went to bat for me with Indmar when I tried to get a defective part warrantied (ECM) and even let me take my boat back with a new ECM to enjoy it while we worked out the details with the old ECM, no charge until it was resolved and the ability to give them back the new ECM if the old one could be repaired.
Call and ask for Donovan. Leave him a message if he doesn't pickup. Just called last week, again, not buying anything, just needed a little info, and he called me back within 10 min.
If I ever have the means to buy a new boat, guess who's getting the sale?
shepherd
06-04-2009, 01:21 PM
Well, there you go Coz. MCAZ is OK. It's just you they don't like. ;)
Ha Ha Ha! How true!
Coz, don't be so quick to write off MCofAZ. I've had nothing but a good experience with them and it wasn't because I spent alot of $ there. Actually quite the contrary is true. I bought my boat used, private party and it wasn't purchased new from MCAZ either. Only connection my boat had to that dealer was the po had some repair work done on it there.
MCAZ took my boat in for diagnostics of a problem I couldn't figure out. They couldn't figure it out the first time either, so they didn't charge me. Charged me a very fair 1 hr the 2nd time when I know they had more into it than that. Went to bat for me with Indmar when I tried to get a defective part warrantied (ECM) and even let me take my boat back with a new ECM to enjoy it while we worked out the details with the old ECM, no charge until it was resolved and the ability to give them back the new ECM if the old one could be repaired.
Call and ask for Donovan. Leave him a message if he doesn't pickup. Just called last week, again, not buying anything, just needed a little info, and he called me back within 10 min.
If I ever have the means to buy a new boat, guess who's getting the sale?
To add more to this, the previous owner had connected the battery backward and turned the key ON, which fried the old ECM and then he did it again before Thrall bought it but he didn't say anything about that until he was grilled about it.
Thrall
06-12-2009, 03:35 PM
To add more to this, the previous owner had connected the battery backward and turned the key ON, which fried the old ECM and then he did it again before Thrall bought it but he didn't say anything about that until he was grilled about it.
Jim, I don't think "then he did it again before Thrall bought it but he didn't say anything about that until he was grilled about it" is quite accurate.
Because, I don't think the po hooked up the battery backwards twice (guess he could've...). The boat ran fine when I bought it, would just lose output voltage to the fuel pump realy once the ECM was heat sinked. Indmar told me it was the fuel pump driver(s) in the ECM that had an elect short in it. Indmar obviously didn't think the failure of the ECM was related to misuse or operator error or I'm pretty sure they wouldn't have given me 50% off the cost of the replacement ECM.
JohnE
06-12-2009, 03:58 PM
Well, there you go Coz. MCAZ is OK. It's just you they don't like. ;)
he he...:D
kgrove
06-12-2009, 04:32 PM
Coz - also surprised you've had problems with MCAZ. I believe you, but I'm surprised.
I've had very good experience with them being communicative, responsive, on time, etc. I'd like to say you were bit by bad luck but the fact it happened to you three times that seems unlikely. If you're going to ever try them again, I'd suggest giving Donovan a call - he runs their service organization. I bought my first boat out of state from a private party, so they had no reason to favor me and were good to me from day one. I did buy my next boat from them, so now my treatment could be preferrential. My only complaint about them is the same I'd have for every dealership service organization I've ever dealt with - cars or boats.... more expensive. On the other hand, they know the boats backward and forward and can sometimes figure stuff out that generalists can't.
On the other hand, who knows how long these guys will be around? Boat dealerships here seem to be going under left and right. Is the bu dealership still afloat? Several others have disappeared in the last 6 months.
he he...:D
Thanks JohnE I didn't see this :D
Coz, don't be so quick to write off MCofAZ. I've had nothing but a good experience with them and it wasn't because I spent alot of $ there. Actually quite the contrary is true. I bought my boat used, private party and it wasn't purchased new from MCAZ either. Only connection my boat had to that dealer was the po had some repair work done on it there.
MCAZ took my boat in for diagnostics of a problem I couldn't figure out. They couldn't figure it out the first time either, so they didn't charge me. Charged me a very fair 1 hr the 2nd time when I know they had more into it than that. Went to bat for me with Indmar when I tried to get a defective part warrantied (ECM) and even let me take my boat back with a new ECM to enjoy it while we worked out the details with the old ECM, no charge until it was resolved and the ability to give them back the new ECM if the old one could be repaired.
Call and ask for Donovan. Leave him a message if he doesn't pickup. Just called last week, again, not buying anything, just needed a little info, and he called me back within 10 min.
If I ever have the means to buy a new boat, guess who's getting the sale?
Let me say this, Donovan is the person I dealt with there along with the owner (the wife and I wont mention names) so like I said 3 strikes and I'm quick to write them off, I said it in a previous post they didn't get back to me quick enough (5 hours later) and by the time they did the boat was already at the malibu shop getting fixed. I'm sure Jim, Deb & Donovan are great people on a personal level like you have with them, but I don't and got the we'll get to ya when we get to ya treatment on the last call.
Before someone says they were probably busy, let me tell you how I work, I'm a General Contractor and if someone called me and left a message saying they needed bid for a remodel or a new house I sure wouldn't wait 5 hours to return that call and give someone else the oppotunity to snatch that job, I'd be returning the call right away and doing everything could to secure that job, kinda like the Malibu dealer that fixed my boat :D
Is the bu dealership still afloat? Several others have disappeared in the last 6 months.
Yes that's who fixed my boat.
btriantos
06-12-2009, 04:46 PM
Buy or get serviced in the Bay Area. Norcal Mastercraft, in Pleasanton, CA. They're really good
Granite_33
06-12-2009, 05:33 PM
Sounds like a matter of perception.
Your perception of fast service is different from mine, is different from the other guys, is different from Billy Bobs, is different from his uncles, is different from my grandmothers.
Fast Service in March might be 3 days.
Fast Service on July 3rd.......NEEDS to be 1 hour MAX.
Sounds like a matter of perception.
Your perception of fast service is different from mine, is different from the other guys, is different from Billy Bobs, is different from his uncles, is different from my grandmothers.
Fast Service in March might be 3 days.
Fast Service on July 3rd.......NEEDS to be 1 hour MAX.
Percieve all ya want, but it all boils down to customer satisfaction and service in the business world :rolleyes: and I'm satisfied with the service, speed and manner for which I was treated by the other guys :D
I'm done.
Sodar
06-12-2009, 07:05 PM
I'm done.
Better hold true to that or a lot of people will be very upset!! :D8p:D
I kid! I kid!
Better hold true to that or a lot of people will be very upset!! :D8p:D
I kid! I kid!
I promise, I'll only post pics from hear on out, MC related of course :banana:
Jim, I don't think "then he did it again before Thrall bought it but he didn't say anything about that until he was grilled about it" is quite accurate.
Because, I don't think the po hooked up the battery backwards twice (guess he could've...). The boat ran fine when I bought it, would just lose output voltage to the fuel pump realy once the ECM was heat sinked. Indmar told me it was the fuel pump driver(s) in the ECM that had an elect short in it. Indmar obviously didn't think the failure of the ECM was related to misuse or operator error or I'm pretty sure they wouldn't have given me 50% off the cost of the replacement ECM.
My mistake- I thought you posted that the PO had connected it backward twice.
TX.X-30 fan
06-12-2009, 10:50 PM
Better hold true to that or a lot of people will be very upset!! :D8p:D
I kid! I kid!
Pagina.
A great dealer in the busy season cannot get all the boats fixed asap no way.
And you know what the little whinny clients that want everything free seem to get pushed back in the repair schedule. Wow what a concept.
kgrove
06-13-2009, 03:30 AM
Coz - how were the repair rates at the bu dealer? While I've had good experiences with the MCAZ dealer, it sounds like I should give the bu dealer a shot sometime, at least for non-warranty work. Never hurts to compare.
Coz - how were the repair rates at the bu dealer? While I've had good experiences with the MCAZ dealer, it sounds like I should give the bu dealer a shot sometime, at least for non-warranty work. Never hurts to compare.
There rates beat anyone in the valley at $102.00 an hour compaired to all the others at $125 an hour. I also know these guys from the AWA (arizona wakeboard association)