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View Full Version : Hi! sharing some poor customer service experience from dealer :(


M3lelena
11-18-2013, 04:00 AM
Hi all,

I bought a used 2013 Xstar with a dealer in Lake Wales. When i first got in touch with the salesman he was very prompt in responding all my emails. Once payment was sent, it was a real PITA to get a reply from him (especially the boat title). Everything was done by email as i do not live in the US. Fortunately the company i choosed to ship my boat (overseas) had AAA customer service. They helped me from the begining responding to every emails very fast. boat was well packed. very smooth deal.
I towed to boat to it's Lake this weekend. it ran well for a day. then the steering became harder and harder. till a point the wheel could not be moved. the boat has 400h on it and was supposed to be serviced at the dealer before leaving the US. obviously they did not check the steering cable. Ended spending the weekeend removing the cable :(. Is there anything else i should pay attention to? there are no Mastercraft dealer in my country so every parts have to be ordered from abroad.

http://img46.imageshack.us/img46/6389/nx13.jpg
http://img51.imageshack.us/img51/1601/rder.jpg
http://img203.imageshack.us/img203/1825/ggvk.jpg

besides that, I just love that boat.
many thanks to: Mike for the decals ,Travis & Zane from Mastercraft.

Stefan
11-18-2013, 04:21 AM
Another 'lake tested' boat :cool: sounds like saltwater got to the steering cable...

Steering cables should be this type:
http://www.seastarsolutions.com/products/mechanical-steering/xtreme-mechanical-steering/

my steering cable was tied in a tight loop behind the dashboard which always made it hard to steer, once I spread the loop underneath the Floor the steering worked wonderful...

Check the screws that fix the raw water pump!

Where do you live? The lake looks beatiful!

M3lelena
11-18-2013, 05:04 AM
Another 'lake tested' boat :cool: sounds like saltwater got to the steering cable...
yes it was full of dirt looked like sand...:(




my steering cable was tied in a tight loop behind the dashboard which always made it hard to steer, once I spread the loop underneath the Floor the steering worked wonderful...
same here.. great tip thanks!

Check the screws that fix the raw water pump!

is that the one in the engine bay? with a switch?

Where do you live? The lake looks beatiful! Madagascar..that lake is huge. only a few boats on it so it's glassy most of the time. a bit windy from time to time.

Mark rsa2au
11-18-2013, 05:09 AM
Madagascar..that lake is huge. only a few boats on it so it's glassy most of the time. a bit windy from time to time.[/QUOTE]

Cool part of the world!!! Did not seen any waterski action on my last trip there. Looks like you have a great spot. Enjoy!!

Stefan
11-18-2013, 05:54 AM
Quote:
Check the screws that fix the raw water pump!
is that the one in the engine bay? with a switch?



I think you mean the raw/ballast water intakes when you're talking about a switch

No,
they're right behind the beltwheel of the pump, you'll se them when you get down there

http://www.mastercraft.com/teamtalk/picture.php?albumid=819&pictureid=5780

http://www.mastercraft.com/teamtalk/picture.php?albumid=819&pictureid=5781

Dont be confused, the last one is a picture of a direct drive engine (exaust and transmission on same side)

M3lelena
11-18-2013, 06:53 AM
I think you mean the raw/ballast water intakes when you're talking about a switch

No,
they're right behind the beltwheel of the pump, you'll se them when you get down there

http://www.mastercraft.com/teamtalk/picture.php?albumid=819&pictureid=5780

http://www.mastercraft.com/teamtalk/picture.php?albumid=819&pictureid=5781

Dont be confused, the last one is a picture of a direct drive engine (exaust and transmission on same side)


ok I'll check the screws this weekend

scott023
11-18-2013, 08:13 AM
Sorry to hear you're starting out with issues, but congrats on a beautiful boat.

mybobtail
11-18-2013, 08:23 AM
Hi my 2013 prostar which has just passed 12 months ownership I have had to replace my steering cable.it has 90 hrs on clock I took it out 2 weeks ago for the first time in 4 months .i did 4 laps of lake which is about 1200 meters long the steering felt fine then it just ceased up. Couldn't turn it at all.i took it back to dealer he has replaced cable he said there was water in it .he is going to try and get it on warranty but he did send me a invoice for just over $600. Also the boat has not been in salt water.

madcityskier
11-18-2013, 09:25 AM
In a new boat within a year, should be covered I would think. In a used boat, warranty would be a question. I think it's inexcusable for communications to suddenly become a problem. It's possible the timing was such that they were leaving for a trip or something of that nature, but its the kind of thing that should be communicated. As far as the cable, I would have a hard time considering that part of dealer service. You got a boat, used it, then it became a problem. Sounds like it appeared fine when they shipped it. It could be use related, or a bad part. Either way, it would be more of a manufacturer problem (or wear and tear) than a dealer problem.
FWIW, that is a pretty boat as X-Star's go. And the decal on the truck is SWEET!

M3lelena
11-18-2013, 12:15 PM
Hi my 2013 prostar which has just passed 12 months ownership I have had to replace my steering cable.it has 90 hrs on clock I took it out 2 weeks ago for the first time in 4 months .i did 4 laps of lake which is about 1200 meters long the steering felt fine then it just ceased up. Couldn't turn it at all.i took it back to dealer he has replaced cable he said there was water in it .he is going to try and get it on warranty but he did send me a invoice for just over $600. Also the boat has not been in salt water.thanks for sharing experience..i feel less alone.. :s

Sorry to hear you're starting out with issues, but congrats on a beautiful boat. Thanks! :)

In a new boat within a year, should be covered I would think. In a used boat, warranty would be a question. I think it's inexcusable for communications to suddenly become a problem. It's possible the timing was such that they were leaving for a trip or something of that nature, but its the kind of thing that should be communicated. As far as the cable, I would have a hard time considering that part of dealer service. You got a boat, used it, then it became a problem. Sounds like it appeared fine when they shipped it. It could be use related, or a bad part. Either way, it would be more of a manufacturer problem (or wear and tear) than a dealer problem.
FWIW, that is a pretty boat as X-Star's go. And the decal on the truck is SWEET!you are 100% right. but the more i read the more it sounds like a common issue.. anyway communication started to be bad once full payment was sent. i am not expecting anything from the dealer now. the less contact i have with this one the happier i am and i won't recommand it to anyone..

M3lelena
11-18-2013, 12:20 PM
Steering cables should be this type:
http://www.seastarsolutions.com/products/mechanical-steering/xtreme-mechanical-steering/

i don't know what part to order..not sure if it is worth buying the same cable if 90 or 100 h later it's gonna do the same thing..anybody got experience to share or recommandation for my boat?

Stefan
11-18-2013, 03:01 PM
Before I straigtened the loop in my steering cable I was thinking about replacing my cable...

As far as I understood in my 2012 MC used the standard SSC system/cable, but from what I read on the manufacturers page the xtreme cable is the replacement. Might want to check out things in a little more detail here

http://www.seastarsolutions.com/products/mechanical-steering/hps-rack-pinion-steering/

http://sierramarine.com/pdfcatalog/2010teleflexmarine/TeleflexCatalog00064.html

Also there should be a part number on the steering cable you removed, did you try searching for that part number to find what was installed and that way finding a suitable replacement. iboats.com (http://www.iboats.com/Boat-Controls-Steering/dm/view_id.8) seems to have lots of parts listed

M3lelena
11-18-2013, 03:53 PM
Also there should be a part number on the steering cable you removed, did you try searching for that part number to find what was installed and that way finding a suitable replacement. iboats.com (http://www.iboats.com/Boat-Controls-Steering/dm/view_id.8) seems to have lots of parts listed
http://img14.imageshack.us/img14/2606/jujp.jpg

just found this..i emailed seastar..waitting for their reply

gsxrjtt
11-18-2013, 04:57 PM
What Dealer was it maybe they'll try and correct the situation for you ??

macattack
11-18-2013, 10:56 PM
Seastar will need the number that is stamped on the steering cable located about 3 feet from the rudder on our 2005 PS 197. Our OEM cable SSC14219 was just replaced with their new TFXtreme SSC15419...mac

mcLove
11-19-2013, 01:34 AM
i'm just curious what lake this is, been looking on google maps to see if i could find it but can't find it anywhere

M3lelena
11-19-2013, 02:44 AM
i'm just curious what lake this is, been looking on google maps to see if i could find it but can't find it anywhere

type Mantasoa in google map

M3lelena
11-19-2013, 03:57 AM
Seastar will need the number that is stamped on the steering cable located about 3 feet from the rudder on our 2005 PS 197. Our OEM cable SSC14219 was just replaced with their new TFXtreme SSC15419...mac

thx ! anybody can chime in with that info? the cable is not with me at the moment :(

Stefan
11-19-2013, 06:23 AM
thx ! anybody can chime in with that info? the cable is not with me at the moment :(

not really, the thing is...
that part number indicates the length of the steering cable, the one mac pictured (SSC154119) for instance is 19' long, that's why I kind of pointed you to your old steering cable.

So if your old one was too long, like mine, you might want to go with a shorter one...less lenght -> less friction -> easier steering ;) but you can only find out yourself on your boat just how much shorter than your old cable is possible

You can check iboats.com to get the idea, they seem to have a pretty complete listing of teleflex parts, just have to manouver your way there because their links won't work generally (session id)
Boat Parts & Accessories > Controls & Steering > Steering Systems > Rack & Pinion Steering > Rack & Pinion Steering Cables > Teleflex Tfxtreme R & P Backmount

If you have the part number of your old cable we or seastar can kinda help you from there... ;-)

M3lelena
11-19-2013, 07:59 AM
http://img12.imageshack.us/img12/6567/8kun.jpg


not really, the thing is...
that part number indicates the length of the steering cable, the one mac pictured (SSC154119) for instance is 19' long, that's why I kind of pointed you to your old steering cable.

So if your old one was too long, like mine, you might want to go with a shorter one...less lenght -> less friction -> easier steering ;) but you can only find out yourself on your boat just how much shorter than your old cable is possible

You can check iboats.com to get the idea, they seem to have a pretty complete listing of teleflex parts, just have to manouver your way there because their links won't work generally (session id)
Boat Parts & Accessories > Controls & Steering > Steering Systems > Rack & Pinion Steering > Rack & Pinion Steering Cables > Teleflex Tfxtreme R & P Backmount

If you have the part number of your old cable we or seastar can kinda help you from there... ;-)

finally managed to get it :): SSC15424 TFX USA 122781 it was obviously 30 to 50 cm too long ( behind the dash panel):) for some reason i can't go to iboats.com

Stefan
11-19-2013, 01:01 PM
finally managed to get it :): SSC15424 TFX USA 122781 it was obviously 30 to 50 cm too long ( behind the dash panel):) for some reason i can't go to iboats.com

Since it says TFX, it seems you already hav the newest verion of the cables. Man that has got to be the longest cables ever, its 24ft long, about the lenght of your boat, so if you say its 30 to 50cm too long you might want to go with a 23 or 22 foot cable, that would be SSC15423 or SSC15422.
Now you 'just' got to find a retailer that has it in stock and can ship it fast since I'm guessing you have great weather and can't go out... :(

edit: found one on amazon.com, I'd try asking the manufacturer since madagascar dosn't seem to be an easy place to ship to...

M3lelena
11-19-2013, 02:30 PM
Since it says TFX, it seems you already hav the newest verion of the cables. Man that has got to be the longest cables ever, its 24ft long, about the lenght of your boat, so if you say its 30 to 50cm too long you might want to go with a 23 or 22 foot cable, that would be SSC15423 or SSC15422.
Now you 'just' got to find a retailer that has it in stock and can ship it fast since I'm guessing you have great weather and can't go out... :(

edit: found one on amazon.com, I'd try asking the manufacturer since madagascar dosn't seem to be an easy place to ship to...


the south african dealer might have one 24 ft in stock. he will let me know tomorrow. but the 22ft on amazon.com sounds like a good alternative too...might have it shipped to someone in the US and forwarded it to me. you are right. the weather is just awesome and summer has begun. i dropped my boat on the lake last weekend for the first time and i ended watching other boats on the lake pulling wakeboard and ski..very very frustrating

SkiDaddy
11-21-2013, 06:49 AM
When I lived in South Africa, I skied at Ski World in Benoni (outside Jo'burg.) While they are a Nautique dealer, I wonder if they might have some advice for you on getting parts over to you? Might be worth a try.

M3lelena
11-24-2013, 03:05 AM
When I lived in South Africa, I skied at Ski World in Benoni (outside Jo'burg.) While they are a Nautique dealer, I wonder if they might have some advice for you on getting parts over to you? Might be worth a try.

thanks! I emailed a MC dealer in RSA about the steering cable. wayyyy overpriced :mad: i ended ordering it from Amazon.com. and have it shipped from the US by the guys that handled the boat shipping..really top notch customer service. should get it monday. installation friday. wakeboarding sat & sunday :D

Stefan
11-24-2013, 04:57 AM
thanks! I emailed a MC dealer in RSA about the steering cable. wayyyy overpriced :mad: i ended ordering it from Amazon.com. and have it shipped from the US by the guys that handled the boat shipping..really top notch customer service. should get it monday. installation friday. wakeboarding sat & sunday :D

Hopefully things will work out good, and you'll be back on that beautiful lake soon, good luck!
Let us know...

lintwurm
11-25-2013, 05:40 AM
Hi

Which dealer did you deal with because the one that I do business with has always bent over backwards for me?

I own a 2000 X-Star and with the service I get it feels as if I bought a new boat through them.

I ordered a steering cable for my boat because it is getting on in it's years and it was not that expensive.

M3lelena
11-25-2013, 06:57 AM
Hi

Which dealer did you deal with because the one that I do business with has always bent over backwards for me?

I own a 2000 X-Star and with the service I get it feels as if I bought a new boat through them.

I ordered a steering cable for my boat because it is getting on in it's years and it was not that expensive.

Hi, It's called Broderick Marine. if you have a good dealer in RSA please share the info..the closer the better :)

lintwurm
11-25-2013, 07:04 AM
Hi

I deal with Pieter from Mastercraft Cape.

http://www.mastercraftcape.co.za/
landline: 0861 900 0000
cell: +27 83 652 4943

Great Service