thanks again guys i will not be going back there on principal id rather be out of pocket then go back there,i will be sending them a letter as stated above, im not saying you should not go to springwood marine just letting people know my experience with them. Im more than happy to service my motor myself but as it is still under warrenty ill let the dealers do it till it runs out
Originally Posted by PADDLES
I think that was what I was trying to say but you put it beautifully succinctly, Paddles.
It is a very valid point.
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That is very sensible, 20ran. As it stands, no one is winning out of this situation so far.
When you write your letter, try not to be beligerent because you will run the risk of getting them on the wrong foot in their response. Be polite, tell them your grievances and then - and this is very important - tell them what you want them to do that would make you happy with the outcome.
I was taught to write complaint letters in this way at university almost 40 years ago and the practice thereof has nearly always been very satisfactory in its results to me.
Likewise, in various roles in a large corporation, I handled a lot of complaints letters and I often found that the biggest problem was that I was unsure what outcome the complainant was really seeking. Not all complaints matters are the fault of the company but most companies will try hard to resolve issues to the satisfaction of the customer - if only they know what the customer is expecting by way of resolution. You need to tell them what you want.
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spot on charlie, good communications skills are the key to everything, go in guns blazing and with unreasonable demands and the shutters will quickly come down.
it's well documented that the written word can either lack tone or even worse, convey the wrong tone. i'd personally be dropping in to see the service manager to talk about your job, i think even do him the courtesy of a phone call to organise an appointment so you know for sure he will be available to talk to you. i'd find it very hard to believe that any reputable business, that's been in existence for many years, would not want to resolve a valid disagreement and keep their reputation intact.
unfortunately coming on here and attacking their reputation before making a serious attempt at trying to resolve things with springwood marine may not do you any favours, i'm actually surprised the moderators have left this thread up here on that basis alone.
I understand where your coming from Charleville and Paddles and agree to a certain point, but why is it that the customer must consistently teach business owners the virtues of customer service? If a customer orders X and Y to be done, and only x is completed, then surely the business owners don't have to be members of Mensa to understand the customer won't be happy. Sure mistakes happen, but i bet a lot more wouldn't happen with a little bit of common sense shown by ALL business owners. In my opinion, a good gesture, and great customer service is as simple as a follow up call a few days after pick-up asking if everything was done to the owners satisfaction. Simple as in my book.
hi paul, i absolutely agree with your comment regarding customer service, it's krap that any business should provide poor service or not live up to a customer's reasonable expectation. and agree, if a business was genuinely chasing some feedback then a call to confirm satisfaction is a great idea. but what we're talking about here is a little different.
i can't speak for charlie, but for me it's more about the "process". personally, i reckon if you have a grievance with a business or a service, then firstly take it up with that business, and if you then get no further satisfaction, by all means let everyone know about it. but don't come onto a forum and publicly attempt to put a business into disrepute without at least taking basic steps to resolve the issue and/or giving the business the opportunity to rectify the issue first.
I am not so worried about disappointments being aired in an internet forum. I am just being a bit pragmatic.
In my aggressive youth, I used to go in with guns blazing and it did not get me what I wanted. Then someone taught me the subtleties of making a complaint without offending the other guy's pride.
We all make mistakes and when a business transaction involves multiple people such as say, the person making up the bill not being aware of a quoted price for what might be an entirely harmless reason of which I could think of scores, then it is not that the business is deliberately trying to defraud the customer. It is just a process mistake. Better to take the attitude of wanting to help the business be aware of their process mistakes so that they can improve their processes whilst at the same time claiming what you are rightfully due.
Just pragmatics.
Go in guns blazing and the next step is likely to be in a small claims court which wastes everyone's time.
Remember the adage that you catch more flies with honey than vinegar. It took me years to learn that.
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You would think they would be more careful and NOT make stupid and lazy mistakes... small mistakes can turn into large problems down the track and don't forget, We all put a lot of trust in a company that does our services and if they make mistakes it can cost a lot more then money out on the water....
If I have problems after a service I take it back and get it fixed ASAP and let them know I am not happy, If I don't get treated right I take my business else where, can't see the point in being loyal if they don't offer a top service every time...
Cheers
I agree that giving them the right of remedying the situation first, before coming on here, would have been a better way of handling it.
I have used them for years and never had a problem, but acknowledge problems do occur with all businesses, particularly service related businesses. They are probably not the cheapest service guys in town as they have a large work shop with huge overheads unlike the mobile guys, but in my experience they are certainly not the most expensive and are always reliable, know their stuff and do good work - hence i keep going back. I have had issues with a couple of service providers that come highly recommended on Ausfish but gave them the opportunity to sort it out before posting negative comments and it always ended happily for both parties and no need to put it on the forums. You'll likely find that approaching Springwood Marine politely to report your grievances would likely result in them bending over backwards to sort everything out.
Just my 2 cents.
i do tax for a bloke whose boat was stolen on a weekend whilst at an unnamed but apparently quite popular marine dealer. he wasn't real smart and his boat was uninsured (cost him $15000) and the dealer had no insurance against theft either. he is currently head down/bum up in legal action against the dealer for negligence. will cost him and the dealer a pretty penny win or lose. lawyers will be happier than a school of catfish sucking mud. yet a mate of mine is very happy with this dealer. i think you just go with what you want. it may have been simple mistakes rather than an intentional rip off in which case they would probably bend over backwards to make you happy. on top of that your file would probably be marked and you would receive premium service on every visit to ensure there was no repeat problems and they kept your patronage. on the other hand, if you feel it was just a rip off and you didn't like the service or the bloke you dealt with, by all means vote with your feet. i do agree tho that offering them the right of reply would be best. i would be very surprised if at the very least the extra $50 was refunded. gotta be worth a 50c stamp or a free e-mail for $50.
cheers
davo
fishing's as simple as 3 P's - patience, perserverance and PLASTIC!
Advice taken guys, my only problem is i went back and all they could do about my lost warenty book is give me a new one with nothing filled in now my problen is as my motor is only a year old with remaining warenty left, now i have 30 days to send in my warenty detail to suzuki now i have no record at all from where the motor was purchced previous ownr details, this is why im angry, like stated above how does such a reputable compay make such a mistake then take no time to try to fix the problem, im a easy person to get along with and at no time did i raise my voice or nothing and it was the service manager that i was speaklng to sorry if i affended anybody with this post in no way did i mean to insult anybody just wanted people to know my experience.
Hi There 20ran, i own Springwood Marine and i am also an Ausfish member, it disturbs me that you are not happy with your last service, please contact me so i can sort it out for you, we do try hard to look after our customers however at times someone stuffs up. I am more than happy to offer you your next service at no charge and perhaps we can show you that we do care.
Contact Gary on 07 3297 8200
I uses Wondal Rd marine too for my opti and was very happy with them. I had to find a new place as my new boat has the Yamaha or I would still go there.
and there you have it. well done gary.
fishing's as simple as 3 P's - patience, perserverance and PLASTIC!
That is a fantastic offer from Gary, not many business owners would Publicly come out like that on a forum,
Hats off to you Gary, You must care a lot about your business. More Business owners could learn a lot from you.
Cheers Lee
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