Springwood marine problems

[Jarrah Jack]

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

The boat is back on my short list. Thanks Gary for getting on here and clearing things up with 20ran.

PS I visited two dealerships today looking for the next boat. One is the most well established in Melbourne with staff everywhere. None of them bothered to say hi and were more interested in talking amongst themselves except for the lady doing the polishing.
The other newer dealership was the opposite with staff who were happy to acknowledge my presence, unfortunately they didn't have what I was after. I will never buy from the older dealership ever.

[ozscott]

Stuffups to occur - its nice if they dont, but its how its handled from there that counts. Well done Gary (whom I dont know) for coming out and addressing the issue.

Cheers

[cormorant]

20ran and Katcaddy good on ya both for posting as people need to see both business and consumer side of things and hope you come up with a sensible agreed solution with a handshake.

Having been in business and dealing with the public it isn't all easy and from the other side of the fence we all see businesses that can do better. We never really comment too much on the customers or businesses that day in and day out provide suitable service or product.

From the family business side an old bloke taught me to make sure I spoke regularly to people who actually use our service and products ( the 90%) not just the ones raving about us or complaining about us ( the other 10%) . The feedback was essential for improving our business. Big step in learning what it was that met these customers expectations and what we could do to ensure we kept their business as there is only a few that ever rave or complain. The complaints were easy as they were either genuine , fake or a incorrect expectation of product or service. Most were resolves amically and swiftly and not allowed to fester or get legal. Like some posts above I have been on both ends of complaints all the way to the courts in a couple of cases that couldn't be resolved with common sense. Gotta say in all but the extreme cases it was rarely a $ issue and was more about principal , reputation when it goes that far. My staff knew I spoke regularly with a crossection of clients and suppliers and they knew that they were representing the company and I would get feedback and they knew for the average client I'd rather keep them long term and have a good reputation but also never a soft touch. It was always hard to keep staff that had great ethic and spirit like me as a business owner and represented that business 100% all the time

Was always happy in the end if a customer contacted me directly about staff, product or service so it could be resolved and to ensure it wasn't repeated but i am stunned as a customer with so many modern businesses that at every stage try to make this pathway hard.

Good on both you blokes - hope to hear all is sorted.

[shy guys]

Thanks again to every one who replied, that is a very genarous offer from you gary this has restored my faith in humanity. rang springwood marine this avo and they are sending a mechanic out this avo to sort things out. again thanks alot gary

[netmaker]

and theres the bending over backwards part. and i reckon you will get exemplary service forever more. good result all round.

[Reef Cruiser]

well done gary , it is good to see people still give good service ... you dont always see that ..more people should shop there

[Moonlighter]

As was said earlier, Jon Eadie is your man for Suzuki engines.

Fully factory certified, does Suzuki warranty and sales too. He's mobile (no extra charge) and also now has a shed at Cleveland, behind Bob Janes, if you prefer to leave the boat with him to service. Whenever any Suzuki dealers have a problem they cant fix, Haines send Jon over to sort it out. Enuf said!

He does all my servicing and many others on the southside,too

Cheers

ML

[TopBhoy]

If the main issue is the lost logbook and as genuine as the offer has been made, a free service won't resolve this issue. Stuff ups happen and on this occassion, losing the logbook is the stuff-up though it shouldn't be the end of the world. Its probably not the first nor will it be the last book to be lost at a workshop. The more serious issue of concern is that by stamping a blank warranty card without having witnessed or done the service, this is a deceitful practice at best and trust in the warranty system can quickly become eroded. It is a serious breach of trust; who would trust a logbook stamped by this company?

If they still cannot find the logbook after a decent search in the workshop and office areas, maybe the previous owner can provide the details of where the engine was purchased/serviced. They then could (hopefully) provide a verified copy. Or even better, maybe the details will already be recorded in the engine manufacturers system. Definitely sounds like a tightening up of the workshop processes is in order.

[bigjimg]

If business owners backed themselves up like Gary has done here noone would be complaining about service.I could go on about another business mentioned here in this thread but what is the point.My business has gone elsewhere and yes i did have a talk to the owner of that business and somehow it was all my fault that the gearbox nuts came loose and the cowl cracked itself on the way home from picking it up.Did i say i wasn't going to go on.AHH WELL. Well done Springwood Marine.Jim

[Floating Rib]

Sounds like a good resolution has been reached but as some guys mentioned its best to let the dealer know in a reasonable manner as the guy who runs the show may not be aware of the issue, i myself didnt buy my merc at Springwood but couldnt fault the price or communication when they did my first service, being a mechanical numpty i take it on faith that the job is done properley and its worrying that things get missed, we all pay a premium for the donks on our boats so a mechanics stuffup may have very expensive repercussions, good on Springwood for addressing the issue. Cant say the same for my 4x4 mechanic, loose oil filter lost almost half my oil on a trip from bris to sydney, pointed out and stressed the concern that this had happened, gave them another shot, guess what? same filter leaking even after reminding them again, these type of people dont deserve 3rd chances, point is hopefully Gary puts a rocket up his service manager and 20rans unfortunate experience has positive benefits for those like myself who will give them another go.

[Leedso]

Jon eadie is the guy for suzuki and he is mobile 0407 738 731

+1 this guy is good

[Marlin_Mike]

Could have been solved earlier by telling them how unhappy with service you were, rather than jumping straight on here, then if no resolution, slag off on here all day and give it to them

Mike

[charleville]

Congratulations to Springwood Marine for this resolution. A good result all round.



.

[cormorant]

Could have been solved earlier by telling them how unhappy with service you were, rather than jumping straight on here, then if no resolution, slag off on here all day and give it to them

Mike

With respect he said he contacted the service manager and didn't get a suitable resolution. Fair crack of the whip.

Being in business and also a consumer I see both sides. Only the 2 parties know the truth and so much depends on the tone and intent of how things were discussed. I've had burly blokes come swearing and carrying on trying to throw their weight around and resolved stuff once facts were on the table and other just don't have time or energy to go up the staff chain to get someone to lsten. No one knows if it is a grumpy client or service manager and we are all crap at communicating about what we want or will do at times.

I think it is commendable that the business and the client are resolving this and not out to damage each other. They both short circuited the issue

Customer posted it here has he ran out of simple options.
Business owner responded promptly to teh immediate issue.

They are both talking and I don't think there will be any malice in the future. Both will probably change their behaviour for next time. Business owner will make sure there is a better process in the service dept if there was mistakes and ensure there is a complaint mechinism to let clients talk to him before going to a mothers club or website and bitching about it.

The customer next time will probably see the benefit in persisting and wanting to speak with the principal of the business so it can be resolved on the day and not fester.


The business now has a client who at worst will use him again and won't be the disgruntled guy who tells all his mates for the next 10 years about that "crap marine place" etc etc and his wife who via the mothers club mafia means no one from school or church will use the place again. The old word of mouth is powerful and very hard for a business owner to combat now with the internet and all medium size businesses I know who rely on their reputation should be having a daily search set up like "media monitors" to ensure their business isn't crippled by competitors bad mouthing them etc etc. Business is a different world out there now with the internet and the inability for the public to qualify if something is true or false. Restruants are getting closed from false poor reviews if you get what I mean. It only takes a few bad words and the public won't risk their night out.

[TopBhoy]

Congratulations to Springwood Marine for this resolution. A good result all round.
.

How is it a good result? Offering a free service only closes part of their very poor service; the OP made it clear that the missing logbook and dodgy stamping was a serious issue and concern on his 1 year old engine. Until the logbook has been found or Springwood have proposed a legitimate workaround which the OP is happy with, the issue is far from resolved.

If he has got it wrong with Springwoods intentions with the warranty card, maybe the OP will let us know or inform us of how it was resolved.