- Joined
- Apr 5, 2012
- Location
- Pembroke Pines, FL, USA
WARNING: Long article post ahead.
For the first time since I owned my Nitro Z6, I'm actually regretting getting it. It's not the boat itself. It's the service and I probably won't buy another Nitro or Mercury because of it.
Up until this week, I had a fantastic relationship with my local BPS service department. They were amazing and I couldn't imagine getting anything buy a Nitro thanks to them. But my last visit was a 8 months ago. Things have changed. After this week, I can't imagine buying another Nitro.
I called up my BPS to see if service was open on January first as the boat needed a few things taken care of. To my surprise, I was told it was. So after we finished are trip in the Everglades I took the boat through 20 miles of bumper to bumper South Florida traffic, only to be greeted by no one. I called up the person who said it was, and she, apologized profusely for having made that mistake. No big deal I thought. The store manager came out and actually took the boat in. Saved me the 20 miles in heavy traffic back and I appreciated it. No hard feelings.
I wanted the annual/100 hour service done on my Merc Opti 115, a new trailer jack, the trolling battery inspected, and a new tire on the trailer because it's had a perpetual slow leak. No one calls me until Monday of the following week. They had no idea my boat was there...sitting uncovered in the rain.
Okay...accidents happen.
I'm told that the annual service is $795! Laus has basically the same motor and they quoted him $300 at the other BPS! It's a friggen 3 CYL Opti not Twin Verados! Unfortunately, my back is up against the wall, and I authorize it because I need the boat this week. I ask about the trailer jack, and they say they will get back to me. The next day I call them and ask about the trailer jack they said they would get back to me about. They say it's $60. I ask about a higher quality jack and they say they can get me the one off of the Z-9 for $100. I authorize it. I ask about the tire.
...and then nothing happens, again. And I miss my fishing trip, today. I once again remind myself that this is probably a fluke. They've been amazing up to this week..no now two weeks.
I go jogging and get a call mid-mile. They service clerk says that the service is done but the jack isn't here yet because they had to order it. Thanks for telling me that in advance I think to myself. Oh and the price of the jack has now risen to $180. Now, I'm getting annoyed. I tell him to just put the standard jack on. I can replace it three times over for that price. I ask about the tire and he says it's $100...but they don't install it.
I reply "FINE. Just put it in the boat and I'll take it to a Tire Kingdom. What about my battery? Is it working right?"
The rep says he doesn't know but he'll check while I'm gritting my teeth now. A few minutes later he comes back and says the battery checked out fine. I make the mistake of thinking everything is actually going to be fine.
Then the service rep drops this gem: "You should replaced the batteries anyway. You know they only last about 2 years. We can get them for you for $300 each."
My camels back breaks, and now I'm beyond angry. I tell him NO as politely as I can muster. The batteries have a two year warranty. I'm not replacing it if it "checks out fine". He goes on to tell a tale of how another customer recently got stranded. I tell a tale of how my wallet has no money, and I have Sea Tow and friends with boats. He asks when I'm picking up the boat. I remind him that as I work nights Thursday through Sunday, I won't be back in until Monday. He says "oh". I remind him that I just dropped $1000 in their shop, they've had the boat since January 1st, and I TOLD them my schedule. He say's it won't be a problem. They'll just park it. I know this means they will park it in the dirt lot, with no cover, in the rain, and Florida sun.
THIS and stories like these are the reason that people jump brands, and boat manufactures would do well to reign in the service "sales job" that happens especially Nitro since their service department is owned by the company. If I have to get any work done, I will not be going back to that service department.
The economy is tight. I get it. But let's say I buy 5 boats in the next 25 years. Nitro just lost out on anywhere from $125K to $250k of sales, and probably $10K in service and accessory sales. But more over, I'm now going to tell everyone who asks about Nitro, what happened. Bad news gets around and for brand that was trying to do everything to fix their tarnished image, well, that's not good. But that's not all. This behavior makes me question the quality of Interstate Batteries and Mercury motors. Nitro financing won't be getting anymore of my money. Everyone in the supply chain is effected. All over trying to make a few dollars off of a customer.
The bottom line is that the sales department will sell the first boat, but the service department will sell every other. BPS and Nitro just struck out.
:wallbash:
For the first time since I owned my Nitro Z6, I'm actually regretting getting it. It's not the boat itself. It's the service and I probably won't buy another Nitro or Mercury because of it.
Up until this week, I had a fantastic relationship with my local BPS service department. They were amazing and I couldn't imagine getting anything buy a Nitro thanks to them. But my last visit was a 8 months ago. Things have changed. After this week, I can't imagine buying another Nitro.
I called up my BPS to see if service was open on January first as the boat needed a few things taken care of. To my surprise, I was told it was. So after we finished are trip in the Everglades I took the boat through 20 miles of bumper to bumper South Florida traffic, only to be greeted by no one. I called up the person who said it was, and she, apologized profusely for having made that mistake. No big deal I thought. The store manager came out and actually took the boat in. Saved me the 20 miles in heavy traffic back and I appreciated it. No hard feelings.
I wanted the annual/100 hour service done on my Merc Opti 115, a new trailer jack, the trolling battery inspected, and a new tire on the trailer because it's had a perpetual slow leak. No one calls me until Monday of the following week. They had no idea my boat was there...sitting uncovered in the rain.
Okay...accidents happen.
I'm told that the annual service is $795! Laus has basically the same motor and they quoted him $300 at the other BPS! It's a friggen 3 CYL Opti not Twin Verados! Unfortunately, my back is up against the wall, and I authorize it because I need the boat this week. I ask about the trailer jack, and they say they will get back to me. The next day I call them and ask about the trailer jack they said they would get back to me about. They say it's $60. I ask about a higher quality jack and they say they can get me the one off of the Z-9 for $100. I authorize it. I ask about the tire.
...and then nothing happens, again. And I miss my fishing trip, today. I once again remind myself that this is probably a fluke. They've been amazing up to this week..no now two weeks.
I go jogging and get a call mid-mile. They service clerk says that the service is done but the jack isn't here yet because they had to order it. Thanks for telling me that in advance I think to myself. Oh and the price of the jack has now risen to $180. Now, I'm getting annoyed. I tell him to just put the standard jack on. I can replace it three times over for that price. I ask about the tire and he says it's $100...but they don't install it.
I reply "FINE. Just put it in the boat and I'll take it to a Tire Kingdom. What about my battery? Is it working right?"
The rep says he doesn't know but he'll check while I'm gritting my teeth now. A few minutes later he comes back and says the battery checked out fine. I make the mistake of thinking everything is actually going to be fine.
Then the service rep drops this gem: "You should replaced the batteries anyway. You know they only last about 2 years. We can get them for you for $300 each."
My camels back breaks, and now I'm beyond angry. I tell him NO as politely as I can muster. The batteries have a two year warranty. I'm not replacing it if it "checks out fine". He goes on to tell a tale of how another customer recently got stranded. I tell a tale of how my wallet has no money, and I have Sea Tow and friends with boats. He asks when I'm picking up the boat. I remind him that as I work nights Thursday through Sunday, I won't be back in until Monday. He says "oh". I remind him that I just dropped $1000 in their shop, they've had the boat since January 1st, and I TOLD them my schedule. He say's it won't be a problem. They'll just park it. I know this means they will park it in the dirt lot, with no cover, in the rain, and Florida sun.
THIS and stories like these are the reason that people jump brands, and boat manufactures would do well to reign in the service "sales job" that happens especially Nitro since their service department is owned by the company. If I have to get any work done, I will not be going back to that service department.
The economy is tight. I get it. But let's say I buy 5 boats in the next 25 years. Nitro just lost out on anywhere from $125K to $250k of sales, and probably $10K in service and accessory sales. But more over, I'm now going to tell everyone who asks about Nitro, what happened. Bad news gets around and for brand that was trying to do everything to fix their tarnished image, well, that's not good. But that's not all. This behavior makes me question the quality of Interstate Batteries and Mercury motors. Nitro financing won't be getting anymore of my money. Everyone in the supply chain is effected. All over trying to make a few dollars off of a customer.
The bottom line is that the sales department will sell the first boat, but the service department will sell every other. BPS and Nitro just struck out.
:wallbash: