Topic: How should I reply to a customer feedback

[rdstair]

I received my boat back in April. Lowe 17.5 ft 96 in beam. Went with the 1198csi and a 998csi etherneted. They have never work until this week when the transducer was replaced. It took them that long to figure out the problem. This is my first boat. I spent 32K on the boat. Trying to get ideas on how to reply to the Lowe survey. I have only had the boat on water 5 times since April because they kept trying to figure out why my units were not working. I already have an idea. Just looking for input.

[Bob B]

Guess it would depend on whether the units were factory installed or dealer installed.

[George]

rdstair

The most important thing about feedback is how you feel about the services given as well as the customer service. 

Tell them what you think, How else are they going to know what is expected of their service. 

I purchased a new boat this year and there was both positive and negative feedback on the boat.  I love my boat but darn there are some stupid oversights by the manufacturer that needed to be said as well as mis-information given by the dealer.

Most important is to be honest.

George

[ITGEEK]

I agree.
Be honest.
If you were unhappy at first, then happy, then say so.
If you were happy at first, then unhappy in the end, then say so.
You don't have anything to lose.

I think companys look at feedback pretty seriously.
You could be helping the next customer.

[newkid4si]

Some companies do care about feedback.

Friend buys outdoor playground for kids. ( slide,swing, etc.) Two weeks later main part on slide brakes.
Back to store for repair. No parts available. 800# on box. Ring ring. Ms. Snotty from customer service answers.
She explains situation. We don't make that product anymore. Tuff luck. Wrong women to PO!
On Facebook with rant. 24 hours later phone rings. Hello, this is Mr. So&so, president of company X. I understand you have a problem.
She explains. He-- I'll take care of it. 48 hours later, UPS truck in drive with complete new playground.

[gramps50]

rdstair

The most important thing about feedback is how you feel about the services given as well as the customer service. 

Tell them what you think, How else are they going to know what is expected of their service. 

I purchased a new boat this year and there was both positive and negative feedback on the boat.  I love my boat but darn there are some stupid oversights by the manufacturer that needed to be said as well as mis-information given by the dealer.

Most important is to be honest.

George

+1

[Troutcatcher]

+1

I had a similar experience with Lowrance... Go Facebook!!

Keith

[dkibat]

a few years back i bought a  grizzly 2072 from BP had it a year before they ever figured out the problem. never used it all that time. had it at the dealer several times and e-mailed different people from all over the world with their idea's on what the problem might be. also contacted every dealer all around the country about it. the problem was extreme porporsing  when running. after sending the boat back to springfield and being screwed on the (fix- they swapped motors from 125 to 75 with no allowance for exchange and still not fixed) finally an old timer said it had no hook on transom bottom. put a weld across the bottom where transom meets the bottom and problem was fixed.. i sent my concern to the Missouri attorney general office and every dealer i contacted. complain to everyone that will listen BBB and especially the dealer and manufacturer.