New boat - am I expecting too much?

LMM1967

Cadet
Joined
Jul 25, 2011
Messages
21
We just purchased a brand new Cobalt 210, took delivery from the dealer on Friday and I have to say I am very impressed with the boat but very UNimpressed with the actual closing/delivery of the boat. We had been working on finalizing this purchase for the better part of a week so this was not a walk-in and walk-out with a new boat. We arrived at the dealer to hand over the funds and sign the paperwork, got that all finished up in about 15 minutes and then walked out with the salesman to the boat in the parking lot, "ready to go", with the mooring cover on. I had been told several times during the week that the boat was "in the back" getting final prep and gas tank filled (this was mentioned every time I talked to them). Salesman got up on the boat, spent about 3 minutes taking the cover off, explained how he likes to do it and then proceeded to show me a few things. Pointed out that there were some bouys in the front storage areas, some life jackets and a fire extinguisher (couldn't tell me how many life jackets - when I asked he pointed to them for me), turned the key on and said "we'll have to run it up to the gas station and top off the tank". At this point he asked me to go ahead and back my truck up so we could hook up to the boat. I did and we connected trailer, chains, plugged in and he said "ok, ready?" I asked where the manuals were and he said probably in the boat, I guess my dumb blank stare alerted him to the fact that I wanted to see the manuals so he checked the hull ID number and said he would be right back. While he was gone I decided I better check trailer lights and noticed 1 wasn't working. He came out with the carry bag of manuals and handed it to me and asked if I was ready to go. I pointed out the lights not working, we spent about 10 minutes getting that sorted out (had to replace one of the light units on the trailer) and then we were off.

Get to gas station and boat takes 27 gallons of fuel - guess nobody bothered to actually fill the tank!

Follow him to the ramp, I pointed out this was the biggest boat I have launched and that it's been a while, he offers to back down the ramp. Tells me to start the boat & lower the drive once it's in the water then let him know it's OK and he would back in the rest of the way. Get the boat launched, he parks, him and fiance get on boat and we head out. He drives for less than 10 minutes, shows me ho the trim works, doesn't point out half the controls (I've discovered some cool stuff on my own - like the dimmer switch and circuit breakers, how the chairs adjust etc). Has me drive for less than 10 minutes than says if it's OK I can take him back to the dock and we can go enjoy ourselves on the lake for a while before it gets dark. I drop him off and as he is standing on the dock says I can call (can't remember the person's name) and schedule a captain's delivery if I want.

Little things I have since discovered on my own - the mooring cover actually has 2 poles (they were hidden under the dock lines that had been put in a storage locker) that help keep it up, the depth finder has some cool adjustable features, we should not be towing with the bimini top up (it was collapsed but still standing), DON'T trim up too far with the swim step extended.

Immediately upon pulling the boat out of the water we went straght to a marine store and purchased transom straps - thanks to this board I will not tow a boat, even a fairly heavy Cobalt, without transom straps.

I have to say I was really expecting a little more out of a cobalt dealer. I felt rushed through the entire process and if I had a choice would have bought the boat at another dealer. Unfortunately they are the only dealer within several hundred miles.

Anyone else ever bought a brand new Cobalt? Is this the typical delivery of a brand new boat? I honestly feel like I would have gotten more information regarding the boat had I bought a used boat from an individual. Am I expecting too much?
 

airdvr1227

Lieutenant Commander
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Jul 15, 2009
Messages
1,666
Re: New boat - am I expecting too much?

I'd say that was pretty poor service. Might have a talk with the boss about it. I'm sure Cobalt would be interested too.
 

southkogs

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Jul 7, 2010
Messages
15,004
Re: New boat - am I expecting too much?

This isn't an excuse - just a reason: The boat industry has been POUNDED the last couple of years. There is no money out there, and the dealers are hurting as bad as the manufacturers right now. They probably are having a heck of a time hiring and keeping decent help. That doesn't change that you just dropped several thousand dollars with this dude, and the least he could do is SCHMOOZ you for an hour or two.

Quality customer service has been a ghost for years now. Very few businesses get it right anymore.
 

kahuna123

Senior Chief Petty Officer
Joined
Jun 2, 2011
Messages
703
Re: New boat - am I expecting too much?

I guess there are two ways to look at it.
1. You are probably the best customer they have had in some time and they should have treated you better.
2. On the other you are lucky there was still a place to buy a boat. They have had it pretty bad for some time now.
 

Bob_VT

Moderator & Unofficial iBoats Historian
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May 19, 2001
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26,071
Re: New boat - am I expecting too much?

Boat sales are not like car sales....... if you do not ask...... sales people just do not volunteer any help.

Good luck with the new toy! Cobalts are great even though the salespeople are flaky :)
 

DuckHunterJon

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Apr 19, 2010
Messages
1,082
Re: New boat - am I expecting too much?

I've never bought a new boat, but I would have thought that was pretty darn good service. I've bought new cars and never got more than "here's the keys" from the salesman. The sales guy missed telling you a few things, but he did take you out and get you started. He did fill it up (in a year you won't care it took an extra 10 minutes to stop at the gas station). He fixed the lights (you'll be doing this for the rest of the time you own it!) He helped you launch it for the first time.

I'd say that's pretty good, but again, I've never bought a new boat so I really can't say.
 

gtochris

Senior Chief Petty Officer
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Aug 4, 2010
Messages
742
Re: New boat - am I expecting too much?

Boat sales are not like car sales....... if you do not ask...... sales people just do not volunteer any help.

QUOTE]

I worked in the auto sales for a year and found that to be pre-historic compared to other modern day business transactions, boatsales are the absolute worst, take car sales of 40 years ago.

It's bothersome how many "boat/ motor/ trailer" combinations come from the manufacturer/ dealer without transome straps... I know someone with a similar new boat who doesnt use them because "if it needed them it would have come with them right?"... The OP sounds like a sensable captain and will have things down in no time with some practice.
 

204 Escape

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Joined
Nov 17, 2007
Messages
909
Re: New boat - am I expecting too much?

We bought a new boat in '07. The dealership had it washed, filled with fuel, new transome straps with the dealerships name on them, (PLUS we got the ones that came with the trailer), can coozies, polish, and dinner. Our dealer is the only one that I know of in the state that is on the lake.

(The boat holds 50 gallons of fuel).
 

Home Cookin'

Fleet Admiral
Joined
May 26, 2009
Messages
9,715
Re: New boat - am I expecting too much?

I'm with Duck Hunter John; sounds like you got good treatment. I kept waiting to hear something important, like no plug. In fact, legally, it's a little risky for a dealer to take you on your first sea trial, because if the buyer has a mishap due to something the dealer didn't tell him, he might try to shift the blame/responsibility back to the dealer (not saying you would, but there are people out there....) And practically speaking, they can't go over everything; the buyer is expected to know or figure stuff out like light switches and GPS is a science unto itself.

None of what you didn't like will (should) matter in 3 weeks, and if you want to be a boater, you have to be tolerant of things going amiss--happens constantly with new and old boats alike. Some people can't enjoy boating because it's like that. And despiet it being new, you should verify all systems yourself--the bilge pump, battery cut off, etc. not only ot be sure they were rigged right--it's your responsibility now--but to familiarize yourself with them so you will be able to repair them when something goes wrong, especially at sea.
 

jmarty10

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Aug 6, 2007
Messages
560
Re: New boat - am I expecting too much?

You got the royal treatment compared to my new boat purchase.
 

oldjeep

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May 17, 2010
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Re: New boat - am I expecting too much?

Sounds like they spent an awful lot of time with you. My boat deilvery consisted of showing up as they were cleaning it, quick pre delivery inspection and then I hooked it up and went home.

I wouldn't expect them to go through the basics of cover support poles and how the depth finder works. When you buy a new car do they talk you through the 100+ page manual on how the radio works?

That being said, it should have come with transom straps and if they said it would be fueled up then it should have been when you got there.
 

emilsr

Senior Chief Petty Officer
Joined
Dec 16, 2010
Messages
774
Re: New boat - am I expecting too much?

I don't think you expected too much. Cobalt is a premium brand and you spent good money; they should have treated you better. Unfortunately that's more typical than not at boat dealerships.

A few years ago I was in the market for a runabout and Cobalt was on my short list. I wound up buying another brand because of the Cobalt dealer in that area. They barely gave me the time of day, so I spent my money somewhere else.
 

LMM1967

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Joined
Jul 25, 2011
Messages
21
Re: New boat - am I expecting too much?

... When you buy a new car do they talk you through the 100+ page manual on how the radio works?

Actually - I have bought 2 new Fords within the last 18 months and yes, they actually sit in the car, setup the Bluetooth > phone(s), go through all menus and settings, walk you around the vehicle etc. Delivery for our car and truck both took longer and went into much greater detail than we experienced with the boat.
 

airdvr1227

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Jul 15, 2009
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1,666
Re: New boat - am I expecting too much?

Every industry has it's studs and it's also rans. I would say this is more a reflection on the dealer than Cobalt. Problem is most likely the dealer principals don't know this is the sentiment. You would be doing them a favor by expressing your displeasure to them
 

Jerryh3

Petty Officer 1st Class
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Sep 21, 2010
Messages
325
Re: New boat - am I expecting too much?

Actually - I have bought 2 new Fords within the last 18 months and yes, they actually sit in the car, setup the Bluetooth > phone(s), go through all menus and settings, walk you around the vehicle etc. Delivery for our car and truck both took longer and went into much greater detail than we experienced with the boat.
The ford dealer I was working with did all of that too. Then we went in to finalize the paperwork and they tried to add $1400 to the price I had been quoted for two weeks. The next day I had my new Tundra. I guess it all depends on the individual dealers.
 

dsiekman

Senior Chief Petty Officer
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Jul 7, 2010
Messages
798
Re: New boat - am I expecting too much?

I would have to say that, unfortunately, that is pretty consistant with my experiences so far. Maybe even a little better. One question, and please don't take this the wrong way, but is this dealer typically selling boats in the 18-22' range (lake boats), or do they rep the whole line? Not that it would be an excuse, but I am thinking that if your guys are used to selling 37s and 46s that they might not put as much effort into a 21. Think of it this way...there are probably options on the 46 that cost as much as your boat or mine. Either way, you just got yourself a brand new Cobalt. Forget the salesman and go have a great time with her!
 

oldjeep

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Re: New boat - am I expecting too much?

Actually - I have bought 2 new Fords within the last 18 months and yes, they actually sit in the car, setup the Bluetooth > phone(s), go through all menus and settings, walk you around the vehicle etc. Delivery for our car and truck both took longer and went into much greater detail than we experienced with the boat.

Never had a dealer do that, but I'd stop them if they did. Delivery on my Ram was a 10 minute deal, walked around it and looked at it to make sure it wasn't damaged and then drove it off. I guess you need to discuss your delivery expectations then if you need them to hold your hand more than it sounds like they already did.
 

QC

Supreme Mariner
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Mar 22, 2005
Messages
22,783
Re: New boat - am I expecting too much?

No matter what business you are in your people still matter. Maybe this guy wasn't one of their best salesman. Their responsibility? Yes, but you can't monitor all of your people all of the time. With that said, like others here, I am not sure you got treated that poorly. And . . . .

I drop him off and as he is standing on the dock says I can call (can't remember the person's name) and schedule a captain's delivery if I want.
It sounds like they have what you want if you want to schedule it with their premium guy. Do that, see if it is better. Maybe the salesman should've scheduled that for you, but at least they have a higher level of new owner instruction if you want it . . . :)
 

gtochris

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742
Re: New boat - am I expecting too much?

Never had a dealer do that, but I'd stop them if they did. Delivery on my Ram was a 10 minute deal, walked around it and looked at it to make sure it wasn't damaged and then drove it off. I guess you need to discuss your delivery expectations then if you need them to hold your hand more than it sounds like they already did.

The Auto industry is VERY CSI oriented (Customer survey index). This goes for ALL brands, foreign and domestic. I essentially made MORE money off the surveys received monthly from customers who bought vehicles then I did off the actual vehicle purchase!

While most of the questions on that trick survey pertain to the dealer experience or the vehicle, one sneaky one was about me: Something like "how would you rate the overall delivery experience with your salemen"? Anything less then a 10 was a fail, even if I received a 9.... (stupid huh?). THAT is why Sales people want to do EVERYTHING possible to make sure you are "completely satisfied"

For those in a rush I had a very condenced version or I'd ask them to please take me into consideration when filling out question 8 on their survey:D
 

LMM1967

Cadet
Joined
Jul 25, 2011
Messages
21
Re: New boat - am I expecting too much?

Thanks for the opinions.

Gotta say we LOVE the boat - is a joy to drive, grabs a ton of attention and we are looking forward to many years of enjoyment.
 
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