What would you guys do?

[da.bell]

Scoot, sic em!!!!!!!!!!

[scoot18]

Scoot, sic em!!!!!!!!!!

Yeah looks like it's about time to start acting like a junk yard dog and really show my A**.............. I don't like to be that way as I am very critical of people like that, that are unreasonable and I think usually are trying to get something for nothing, whom I have to deal with on a daily basis at work. I can get my point across and still be respectful, but I agree, its about time to start putting the pressure on......................

[scoot18]

Update, this past wednesday I called dealer back to see what he had found out in the few days more he asked for (which actually ended up being a week, I had to call him back!), "Nothing!" He forwarded me the e-mail he send to ezloader. His request was rather mild and soft, here is his words.

"Please review the attached photos. The damage to this boat was caused by a screw backing out of the fender carpet. The customer didn’t notice for a while do to the murky water conditions and also the fact that the damage was hidden once on the trailer.

The customer has requested we contact you to make arrangement for warranty repairs. He is also concerned about your attachment method and wonders if you are reengineering the bunk to better retain the screws.

Please let me know if I have approval to repair this damage under your warranty. If not I would imagine you will be hearing from the customer directly, he is calm about the issue but is expecting EZ Loader to repair the boat.

Trailer #1L81TLW227A045482
Thanks for your help.
Stuart Pumpelly
p: 703-491-0800
f: 703-491-4078
spumpelly@virginiayachts.com

"Anyway," I speak to him, and he has no further progress, I then tell him, it's time for me to call. He gave me some phone numbers of people to call that I could cut to the chase and not have to go thru some low man on the totem pole that their job is just answering inbound cust. svc. calls.

"Well guess what!" The person I left a message for on Wed. afternoon; who is alreay familiar with my situation; has yet to call back. I guess that just goes to show you the integrity of ezloader and the persons who represent the company. They don't even give me the respect or decency to call me back. Even if they feel it's going to be a difficult call to make, they have to have the courage to call me back.

I also have the name and extension number to the CEO, he is my next call, think I am going to let him have it, tell him just how bad his company is handling customer concerns regarding his product. Who knows, maybe he's in on it as well!.: .......................................

[talltigeguy]

I would not leave any messages at this point. Messages always seem to get lost. I would insist on talking to a human, and let them know that the next person to call will be your attorney or a subpoena from the court (you might have to do this through small claims). If they cannot get you in touch with the person that fixes it by the end of the day, I think you have no choice. This was a defective product, plain and simple in my eyes. It is even under warranty, right?

Extreme was better when I had a problem with my trailer.

[CP3]

I dont think its a warranty issue. I think its a fact that their faulty design screwed up his boat and they need to fix it.

Scoot, I cant believe you have stayed so calm IMO I would be flipping out. and someone would be getting it fixed. It is their fault and their job to fix it. Call everyone in the company, make your problem their problem.

[talltigeguy]

I dont think its a warranty issue. I think its a fact that their faulty design screwed up his boat and they need to fix it.

To play devil's advocate: Suppose the screw backs out 2 years after he bought the trailer...are they responsable then? I think that they could make a strong argument that they would not be, as that screws backing out could be considered part of normal wear and tear.

I agree that the design is stupid, but I think that legally, it would be a tougher go once the trailer is out of warranty.

[scoot18]

I would not leave any messages at this point. Messages always seem to get lost. I would insist on talking to a human, and let them know that the next person to call will be your attorney or a subpoena from the court .

That is one of the problems, is getting someone with a pulse on the phone. I will just keep on trying and eventually I will get somewhere. Reg

Suppose the screw backs out 2 years after he bought the trailer...are they responsable then? .

That is one of my biggest concerns. Yeah I see what has happened now, but what do I do in the years to come. I can tell you I am apprehensive every time we have to back the boat off of the trailer, because I cant see anything until it's off. I do check the fender bunk screws everytime we unload now.

As far as being patient, I have grow to be very tolerant in situations like this, mostly due to the very customers I have to deal with. I will not act the way they due. Of corse many of the people I have to deal with are trying to get something for nothing. I am just trying to pursue this in a respectful and progressive maner. Obviously the further and longer it takes the harder I will squeeze. I am not in a big hurry to get it fixed just yet because this is prime time for riding. I cant be patient and wait until this winter as usage slows down, as long as there is a plan in place to fix or take care of it. More to come.................Again thanks for your support and advice.

[scoot18]

I dont think its a warranty issue. I think its a fact that their faulty design screwed up his boat and they need to fix it.

Scoot, I cant believe you have stayed so calm IMO I would be flipping out.

Trust me, it is very hard, but I am still maintaining my cool.

[CP3]

To play devil's advocate: Suppose the screw backs out 2 years after he bought the trailer...are they responsable then? .

Yes because its not the fact that the screw backed out but that they screwed it in from that side of the bunk to where it could scratch the boat. there for it is a faulty design and not a warranty issue

[scoot18]

there for it is a faulty design and not a warranty issue

Maybe I am reading what you wrote wrong, are you suggesting that a faulty design requires no accountability to repair the damage?

[spharis]

No he is saying it is a manufacturing defect and they should be liable for much longer than a standard warranty. The screws should never be placed where they can make contact with the gel; should be fastened with a shorter screw fron the backside. I wouldn't trailer my boat anywhere until they fixed that.

[dogbert]

My suggestion is that you send them a certified letter explaining the situation and what you'd like them to do to resolve the situation. I'd address it to the CEO.

[da.bell]

My suggestion is that you send them a certified letter explaining the situation and what you'd like them to do to resolve the situation. I'd address it to the CEO.

I think Dog is on the right track here. At least you will have a confirmation that they received the package with the contents. Once they have had sufficient time to review, then I would do a follow up letter. If no response still, I would follow up with another letter to them advising them that you have posted this problem on the various forums dedicated to boaters. They should act before that but you never know.

What is the chance of having the boat dealer exchange trailers with one that works properly? The dealer has a interest in your satisfaction with their product.

[Domsz06]

I know that in our company nothing gets done till someone sends are CEO a letter. You might as well give it a whirl.

[dogbert]

The key thing to remember is that you need to be absolutely clear about what you would like them to do and it needs to be a reasonable remedy.

Having them replace/fix the trailer and fixing the damage to your boat would be a reasonable remedy.

As an executive in a company, you'd be surprised how many times people will come to you to complain and not really able to articulate what it is that they want from you.

Good luck with this.