Re: Cigarette Customer Support...does It Exist ?
 

[QUOTE=thisistank;2011435]In my opinion (not just refering to Cigarette) I think customer service and public relations is the back bone of any company that deals with sales.

It is the person calling to "kick tires" or has a stupid question that most likely will be there in the future to buy your product.

It is the person that has already bought the product that is going to get asked by others, how's that boat, car, gun, t.v., motorcycle, etc. is. And it's that owner that is going to say, it's great, but the company SUCKS!!

Word of mouth is a HUUUUGE part of any sales oriented business. Look at how much you'll hear on OSO when 1 person has a bad experience with a boat manufacturer, dealer, company owner, etc. Then you'll get two pages of people chiming in agreeing and bashing. In one way or another, that hurts the bottom line. If just ONE person doesn't buy a boat, part, accessory or even a T-shirt, that's half a million, tens of thousands, hundreds, or a few dollars that is not going into that business.

You treat someone well over the stupidest thing, you'll be paid back 100 times over 90% of the time. Look how many people come on here and praise Phil or Fiorre or Fred (Trick) and it's usually over that fact they took a phone call, helped when they didn't need to, answered a question or treated someone the way that they themselves would want to be treated.

yes, I understand there is a pecking order to importance of the question/inquiry/contact but all those questions, no matter how big or small, should be handled in some sort of timely manner.

Cigarette has marilyn to do PR work and she does a good job at what she does, dealing with press and so on. What I would do if I were Skip is hire one or two people that their sole purpose is to do "hands on PR". Answer the e-mails and phone calls, get back to people in a timely manner, go to the poker runs and give out a few shirts and hats while shaking hands and kissing babies, be the company that people compare all the others too, not just for the quality boat built but fror the professionalism and kidness that is displayed.

Do this, and the return will be 100x's fold of the effort that is put out.[/QUOTE

Well said......When your product is a 1/2 mil and
up,you should be the gold standard for customer
service. Sad, that Cig would treat their customers
or potential customers worse than the average
punk kid working at Walmart would treat you.

By the way, I'm a fountain owner and I can't say
they are much better in Customer service. They
do return calls,but don't get much accomplished.

Re: Cigarette Customer Support...does It Exist ?
 

If you are buying an 07 boat they'll help you, untill you take delivery then you're on your own. I have two friends that bought new 05 Top Guns and they got absolutely no support from Cig after the sale, pathetic.

Re: Cigarette Customer Support...does It Exist ?
 

enough said. I wanted in no way to speak negative about Cigarette. I just wanted to know if I was not lucky and was the only one not lucky.I got my answer I wanted anyway

Let's get a new tread started with more positive in it. I'm more of a positive guy instead of a negative, and we won't change the past anyway.

Re: Cigarette Customer Support...does It Exist ?
 

Mike and OL does the best Customer Service/ Support but you pay thru the nose for it..

Re: Cigarette Customer Support...does It Exist ?
 

I just talked to Phil tonight. I told him about this thread and that you'd be calling him.

Basically, if you're going to buy a cig, buy it from Phil. No better treatment in the industry.

Re: Cigarette Customer Support...does It Exist ?
 

That is true. Phil is the man...he actually makes owning a performance boat pleasurable.:drink:

He has a true passion for the sport and the integrity you look for in dealing with any individual.

Re: Cigarette Customer Support...does It Exist ?
 

[QUOTE=epeek;2011581]Hey Dummy, Stay up with he times. Marilyn left to go work for Outerlimits. 2 weeks until Miami !!

Re: Cigarette Customer Support...does It Exist ?
 

While we are on the subject of customer service.

Has anyone other Cigarette owner noticed that we are on our own when we attend the bigger poker runs across the country ??

Nortech, Outerlimits and even Fountain have had support trailers there at these events with parts, service, and mechanics to help you out with problems with your boat. We as Cigarette owners should lobby Skip and have him start up a program simaliar to these other manufacturers. The guys at the Outerlimits trailer have bailed me out on two different occurances now and that wont ever be forgotten. They came to my aid regardless of the brand of boat I had and bailed me out of a pretty big jam both times. It was one of the only times that I wasnt really proud to own a Cig. No Cig reps were to be found anywhere. Not bashing them at all, I just think they need to get with the program

Anyone else have any comments on this one ??

Re: Cigarette Customer Support...does It Exist ?
 

We were down at the factory in August, we spoke to several people about getting any info on out boat. They took the hull # and said they would do some research on it and get back with us in a couple of months... 6 months later nothing. We were told all the old and pre move info is stacked in boxes in the back warehouse in no order and takes days to go thru.

Anybody hear of a scanner and electronic media storage...

Re: Cigarette Customer Support...does It Exist ?
 

Unlike some of you, I've actually had good experiences w/ the factory. They have always answered any question I've ever had no matter how big or small. I called down to ask questions about my F2 T/S and they were happy to return my call the same day. When I bought my Gladiator, it was stored at Cigarette. Tim and Bud took time out of their day to go with me on the sea-trial, something they didn't have to do. They even helped load the boat on a different trailer, winterize it for me and make sure it was ready for the trip back to IL. I was so thankful for their efforts, afterall, I wasn't buying a brand new, high dollar boat. They are okay in my book.

Chad

Re: Cigarette Customer Support...does It Exist ?
 

Yep the only way to go is to use Phil. i tried to get some parts for my boat and never got a call back, one call to Phil and within 10 min it was him calling me back and took care of it right away.
When it is time for a new boat it will be a Cig again and it will be from Phil.

Re: Cigarette Customer Support...does It Exist ?
 

I want to sign up for that job!!!.

Just buy me a rig and fill it with parts. I'll pay for the fuel. I bet I get a lot of free rides.

Re: Cigarette Customer Support...does It Exist ?
 

[QUOTE=otis311;2012021]Do the letters "F.O." mean anything to you!?:D :D
Yea, I just heard she had left. I should've known she was going to leave when I saw a picture of her on a Foutain driven by Reggie, I believe at the smoke on the water poker run last year (while she was still working for Cig.).

Re: Cigarette Customer Support...does It Exist ?
 

OK.....try calling those guys for a '94 model deck!!!:rolleyes:

Unbelieveable!

Re: Cigarette Customer Support...does It Exist ?
 

Okay I am going to have to chime in here a bit. Cigarette has been absolutely spectacular to work with. I cannot speak too much because I am in the middle of a lawsuit with one of their EX dealers who completely screwed me over and is trying to get away with it. Without a lot being said, Cigarette did the finest thing ever by totally handling all the issues to the best of their ability. There has not been a doubt about Cigarette building the best boats, but after my wonderful experiences with Skip and Bud, I will never own another brand. In addition to all the things they did for me, I had someone contact me during this time and wanted to buy my boat. During the frustration, I agreed to let him take a look at the boat. My boat was at the Cig factory while they were doing an evaluation on it and I called the guys at Cig to see if he could come by and take a look. Not only did they let this guy take a look, he also received a personal tour of the factory. If that is not customer service, nothing is. Did I mention I will never own another brand?

Re: Cigarette Customer Support...does It Exist ?
 

I have had awesome customer service as well. Both Neil and Bud have always been very helpful.

Re: Cigarette Customer Support...does It Exist ?
 

I keep falling back on OSG's earlier comment. Why would you call Ford Motor Company if you wanted something for your Ford vehicle?

If you're going to get onto someone, get onto the deal in your area if they aren't helping you (excluding Phil of course, who we all agree far exceeds EVERY one of his boat owners expectations --- regardless if you were the original purchaser or not).

I haven't needed anything from Pier 57 yet, but, seeing their committment to poker running etc... and this exact point being one of my BIG issues when buying my new boat, David Woods gave his Word that I would get the customer service I expect; and I believe him. Time will tell, and I bet I'm right. +

Everyone involved went WAAAAAAAY past the "extra mile" thus far - incl. the guys at the factory (from Skip down thru the rest of the team, including the guys on the shop floor who assembled my boat).

Sorry you guys are having such a problem. Unfortunatly, I think we can all say we've been there in one are or another of life.

Joe

P.S. Why doesn't everyone just do it our way? :p

Re: Cigarette Customer Support...does It Exist ?
 

Cigarette has been extremely good to us as well. We bought my gladiator in 05 from a dealer in texas who no longer stands as a dealer. As soon as they went out of business, skip called me up personally to let me know that if we ever needed anything then they would be there.

We hauled the boat all the way to Sarasota from Oklahoma for the spring 06 opener and made it about 10 miles out of the bay and had troubles. Cigarette took the boat back to the factory and fixed everything, did a complete detail and wax, and shrink wrapped the boat....all free of charge. On top of that, i recieved several phone calls the rest of the summer checking to make sure everything was still running good. Pretty good customer service if you ask me.

It is now 07 and my boat is 3 years old and i have no doubt in my mind that if i had trouble with the boat that was factory related, then i could call up Cig. and they would be there to take care of the issue.

Re: Cigarette Customer Support...does It Exist ?
 

I stopped in the Cig. factory a couple weeks ago and got unbelievable attention . Bud spent a couple hours with me giving me a very in depth tour . All the staff and workers stopped and said hello. Tim G. then took over and again more than an hour explaining the Boats . No BS just true facts .
Hell I would fly back to Opa Locka just for the tour .
But I'm not sure if Skip made a good decision by letting someone like Marylyn get away . Thanks to the guys at Cigarette .

Re: Cigarette Customer Support...does It Exist ?
 

You will definitely get what is promised from David Woods. He is a great guy and honest. Unfortunately that is a characteristic not so familiar in this business as several of us have come to find out. David is definitely different and a totally upstanding individual. My next Cigarette will come from him without a doubt.
Ron

Call once a day and ask for 'Bud in Parts'. He is so busy that he seldom has time to answer e-mails. He is often out of the office.
When he is there, you will get through to him!
He is very helpful and extremely knowledgeable. He has helped me with parts, materials and offered me technical support on many, many occassions. He has taken me down to the production floor to have questions answered by the workmen themselves!
My Cafe' Racer, SEABISCUIT, is in pristine condition thanks to him.
Waradmiral/Skip Pierce

Most would expect a call saying "sorry sir we do not handle those issues please contact a local dealer" Not for nothing but Harley Davidson made millions selling after market parts to customize their customers bikes..... Cig just has not figured that out yet.

I would think to have a top deck made would cost to much.. having to bring back a retired mold, prep it, to make it useable, material, labor, markup... I would look in a different direction, can the old one be repaired?
good luck with your project.

Jeff

Phil has.:D