Crownline

[runrrob]

Has anyone else experienced problems with Crownline's Customer Service?

 

[fone_man]

Re: Crownline

Customer service is state of mind that "Customer" call in to center plus state of mind of person answering the phone....<br /><br />Please describe in more detail; this is so we understand what your interaction was with Crownline Customer Care & plus was it just an isolate incident???<br /><br />Let us know....<br /><br />

 

[runrrob]

Re: Crownline

Wow, that was a quick reply. I will try to keep this short. First it took 10 weeks to get our boat when we were promised 4 to 5 weeks. We were actually okay with the wait, but the dealer handled it bad. We contacted the manufacturer to complain about the dealer and they sent us some shirts and hats. That was actually very nice. Next thing was the boat's power system had a faulty seal that we discovered a few days before a planned family vacation. Our dealer did not seem real motivated to get our repair done in time for our trip. I think we had reason to be a little excited at this point. I e-mailed Crownline looking for them to help expedite the repair. Instead of e-mailing me and telling me they really could not help me, I received a very rude and disrespectful e-mail from someone claiming to be Director of Warranty Service. I do understand that due to my situation, I was not super nicey nicey in my original e-mail to them. I did not say anything mean, disrespectful or offensive. I was told I had a bad attitude and needed to rethink my approach. That is not what you tell a customer if you are in Customer Service. I answered this person's e-mail and received an even more disrespectful and rude e-mail response. I have now sent letters and e-mails to the President and the Vice Presidents and am being ignored. Everything I have learned about Customer Service is that you need to treat the customer as if the customer is right even if he or she is not right. You should treat the customer with respect and courtesy. Like I said I was not mean or disrespectful. I admit that I may have been asking for something they were not able to do. All they had to do was explain that they could not help. Now all they need to do is apologize and it would be over. They are ignoring me and have kicked me off the forum on their website. Everyone I have talked to says I am right to be upset about this. I have never seen a company treat a customer like this. I cannot imagine this is an isolated case. Actually I know it isn't. When I was on their forum, their was another guy that experienced something very similar. I am actually not the type to complain that much. I don't cuss or yell or make big scenes about things. I do expect to be treated with respect. Had I know this was the type of Customer Service I was buying with my boat, I would have bought something else. Sorry this was not short.

 

[fone_man]

Re: Crownline

I can understand your frustratuon with family vacation approaching & purchasing a new boat from Crownline, not arriving as promised, having a problem when it arrived & dealer acting a little lazy in regards to your situation... So here goes.....<br /><br />First off... email is not a good way to complain about product/problem, always make a phone call first to customer care... <br /><br />WHY???<br /><br />Reading an email in regards to a problem at the Customer Care Level is very impersonal & he/she cannot tell how person is feeling, etc... so started off bad but it happens!!!<br /><br />In regards, to kicking you off forum, not answering calls/letters, responding with an email with a bad attitude, etc... is NOT good business and I would have expected better of a company such as Crownline. But that is in the past... the old saying " the squeaky wheel gets grease" does not apply here... you are past that point.<br /><br />Here is where I would start....<br /><br /><br />Go back to Dealer, explain to him you might have been wrong in jumping the gun & you were excited about new boat & vacation & wanted everything to be right & it wasn't... you are going to have to eat some "stuff" here... try to make an honest effort... OK!<br /><br />See what his reaction/answer is... if not favorable, draft a "certified" letter to Customer Care & cc: anyone you like... the more the merrier... send all letters "certified" make sure BB bureau's get a copy in your town & at Crownline's location... explaining your experiences plus how you tried to make restitution/better attitude, etc.... Still eating that "stuff" I was talking about... you need to be on your best behavior here... don't try to do it, "JUST DO IT"!!! Make sure you give them a time frame to answer, contact you, etc... or you will be wasting your time... 14 days is good.<br /><br />This should not go this far but might... you have pissed off someone & they are blocking you from getting your point across & all the complaining in the world is going to get you more grief & NO boating fun!!!<br /><br />Sit back & wait that time frame out... give a few days as some companies like to send it on day specified... the you have US Mail time!!!<br /><br />If no answer or the issues at hand are not resolved, then you have a classic case of "Breach of Warranty" from Manufacturer & Dealer... I would contact my family attorney about this & make sure you cc: him on all correspondence & keep "great" notes on all calls, names, numbers, times, etc..<br /><br />I don't know what else to say but I know when I conduct my business, I try to be as respectful of the person that I am doing business with & how I would like to be treated. But there comes a time, if customer is not respectful or becomes a pain in the "AXX" then I know when to get off that train because they are costing me business plus I dread thier calls, talking, etc... I know that is not a perfect answer but sometimes you have to cut your losses & sometimes sooner the better... & MOVE on!!!<br /><br />So eat some "stuff/crow" and you will feel better for it because at least you tried & I am not your "mother"... LOL<br /><br />Keep us posted on your experiences & keep good notes... best thing you can do should this issue require legal representation!!!<br /><br />and... try to

 

[krosemond]

Re: Crownline

Sounds to me like the dealer and the manufacturer a a match made in heaven, or...<br /><br />I have to deal with customer problems all the time, and if I treated my customers like that, I would be out of business. One thing I do know, is email is the WORST way to deal with conflict. Things just don't come across the right way. I would try the telephone.

 

[runrrob]

Re: Crownline

Thanks fone_man. Absolutely great advice. The way they have treated me so far is definitely not good business. I have gone to the Better Business Bureau and they have contacted Crownline. I am waiting for the response. In the meantime I sent a letter to Crownline's officers. They are totally ignoring me. I am not even asking for anything more than for them to admit they treated me bad, apologize and garauntee me that I will get courteous Customer Service in the future. If they don't want me as a customer, they can refund my money and take the boat back. I do understand that e-mail is not the best way to communicate, but it should actually work. This company does not even have an 800 number. A company doing this type of business should have an 800 number. I will wait to see how they respond to the Better Business Bureau and then see how it plays out from there. Thanks for speedy reply and the good advice.

 

[runrrob]

Re: Crownline

krosemond - You are so right,if this person was my employee he would have been fired on the spot. This happened a month ago and I am still in shock over the things this person actually had the nerve to put in his e-mails to me. Nice to correspond with someone that understands Customer Service. I think the manufacturer needs to be the lead in creating a Customer Service philosophy. In my case the manufacturer doesn't care about the customer why should the dealer.

 

[krosemond]

Re: Crownline

runrrob,<br /><br />export those emails to a disk, in case your PC takes a dive. At the very least print them out. But electronic copies are better, they can't be edited (below the surface).<br /><br />Good luck.<br /><br />Ken

 

[runrrob]

Re: Crownline

krosemond - Thanks, I will make copies to disk. Amazing that things like this actually happen. How could a company do business like this. I will never recommend them to anyone. Complete lack of understanding about how Customer Service should work.

 

[River Rat 01]

Re: Crownline

Just read other post about Crownline, they also make Silverline boats. Neither of which I will probably never buy. I'm a truck driver, and I have to be curteous to the people I deliver to, otherwise I'd be looking for a new job. Thank you for the info. Happy Boating,<br /><br /> RR01

 

[wau1252992]

Re: Crownline

Runrob,<br /> I am VERY sorry to say this (I hate Lawyers) ---but---I went through a situation almost identical to yours and the ONLY way it was straightened out was with an attorney and a LOT of money. The B.B.B. didn't get anything done except appoint a mediator to intercede. Telephone calls, registered letters, appeals to the dealer, nothing worked, until the lawyer sent them a message. Suddenly, they were willing to listen. The company agreed to take the boat back and I do not have to deal with them or the dealer again. I wasted a lot of time and nervous energy. My advice is to save yourself a lot of headaches and go for the results. They are OBVIOUSLY not going to respond any other way. GOOD LUCK, and good boating, Bill

 

[runrrob]

Re: Crownline

Thanks River Boater Bill. I hate the idea of getting Lawyers involved. It sucks that as consumers we have to put up with this kind of crap. I really don't understand this way of thinking. The smallest amount of effort is needed to keep customers happy.

 

[fone_man]

Re: Crownline

runrrob:<br /><br />I saw you posting again about soeone wanting a deck boat... where are you at in your resolution process... keep us posted!!!<br /><br />

 

[runrrob]

Re: Crownline

I am still waiting for word from the Better Business Bureau. They contacted Crownline around 8/10 and I have not heard anything. Probably means that Crownline has not yet responded. I just don't understand why they would not want to apologize and get this behind them. It's like dealing with a group of 10 year olds. After being treated as I was, I refuse to drop this issue until they respond. I'm sure it will be resolved soon.

 

[runrrob]

Re: Crownline

Well, the BBB decided that Crownline has done everything they should do. I don't understand, because Crownline has refused to respond to me. I could still be made happy if they would just respond. I can't afford to get rid of my boat and buy and new one or I would. I just hope any future problems I have can be handled at the dealer level. I will never buy anything from Crownline again and I will never recommend them to anyone. This is the most unprofessional company I have ever had to deal with.

 

[mwisehart]

Re: Crownline

I hate to say it, but if you want resolution its time for a lawyer. You know, I went and looked at Crownline a while ago, nothing on lot I was interested in, the salesman says "we have some of the model you are interested in coming in next week, I'll call you, never heard from him, bought a used SeaRay 23" So much for crownline--- its interesting that they rated high on a recent J.D. Powers survey on boats. On my second SeaRay, hoping for the best.

 

[oar master]

Re: Crownline

i can't believe you've been waiting since aug. to get this resolved. get a lawyer. you're not the first one i've heard complain about crownline's lousy customer srevice.

 

[runrrob]

Re: Crownline

My situation does not really require a lawyer. My boat is running, I just don't think I can count on Crownline's customer support in the future. They truly have the worst Customer Service I have ever encountered. All they need to do is apologize for how they treated me and it would be over. They have chosen to pretend I do not exist. From what I hear, they are great at responding and doing things for happy customers and they tend to ignore the unhappy ones. I would think that having even one unhappy customer out there would not be good. I know it is hard to keep everyone happy, but you should at least make an attempt. I appreciate everyone's responses. Happy Holiday's and good boating for all.

 

[johnkc]

Re: Crownline

runrrob,iwork for a crownline dlr if you want some one to go between you & crownline i would be happy to try and help. the way you say you were treated just isnt right . and i have seen CL go above and the call of duty no matter if you have a 180 or a 288

 

[runrrob]

Re: Crownline

Thanks Johnkc. Where is your dealership? I have heard stories of Crownline going above and beyond the call of duty. The problem is that the stories I have heard have involved customers that really weren't unhappy about anything. They just needed a part or manual or something for an old boat. I have heard several stories about Crownline that are similar to mine. Seems when you complain to them they try to ignore you. In my case they realised they could not completely ignore me, so they decided to insult and threaten me. Now I am asking for an apology and they are back to ignoring me. I had never experienced something like this before. Let me know how to contact you and if I need anything in the future maybe I can turn to you for help. I appreciate your response. Thanks again.