Help with Fountain Factory
 

Hopefully someone can give some advice here.

I delivered my Fountain boat to the Fountain Factory last March for a warranty repair for a crack on the deck by the engine hatch and a broken stringer in the bilge. No problem Fountain said "bring it in".

In early April Steve Harrelson (Fountain service) said the boat will be worked-on twords the end of the month and once it is in the shop it should take about a week to fix.

On April 15th I called Steve Harrelson to check-in on the progress of the boat and to get a more definate completion date so I can make plans to go pick it up. I live in Wisconsin; Foutain is in North Carolina. I left a message and never got a call back.

One week later I called and asked for his boss (Jeff Harris), I left a message. In fact I left a message every other day until he called me back on May 2nd. He said the boat is in the shop and it should be ready for pick-up by May 10th. But call and confirm on May 7th. Fine no problem...

On May 7th I left a message (I reminded him that he told me to call him on this day). Never got a call back. I called on May 8th never got a call back, I called on May 9th never got a call. I called on May 10th never got a call. However on May 10th I said in my message that I plan to drive to NC on May16th please confirm that the boat will be ready. Never got a call back.

I called on May 13th and talked to Gail (apparently his secretary) begging for Jeff to call me back. I stated my case; I have work considerations and Family planning in order make the drive and I need confirmation that my boat will be ready this week. Never got a call back.

Yesterday May 14 I got a hold of Gail appalled that Jeff could not return my call after 2 weeks. She said he was in a meeting and I asked her to interrupped him and confirm my boat pick-up date. She came back to say the boat would not be ready. OK. I then begged her to have Jeff call be back to give me a completion date. (After all these messages I still have not lost my temper yet.) I just want to know what's going -on. Jeff did not call me back.

By the way I had been leaving messages with Steve Harrelson as well.

Today May 15th I called Gail. She told me that Jeff goes on vacation tomarrow!!!! I again begged her to have Jeff call me back today - before he goes on vacation - so I can get a completion date. She said Jeff was busy. "So am I, aren't we all busy?" Why won't he talk to me?

What should I do? No one will talk to me and they have my $200,000 boat!

Please advise me.:(

Joe,

You're a better man than me, because I have no patience for that type of behavior...I have nothing much to offer except next time, call and ask to talk to Reggie!

Sean

I have no advice for you. I just want to know what the f**k happened to customer service. All the **** I have read lately on this board about manufacturers bad mouthing others. Screwing around their existing customers, not talking to potential customers. I tell you it will make it a lot easier to buy my next boat as there are very few manufacturers that I will even trust. Man I'm pissed right off reading this!

:mad: :mad: :mad: :mad:

Good luck getting your boat back Joe.

dude,,,,i feel for ya....this type of thing is text book for the marine biz. keep us posted....love to hear how it turns out.

joey
f2-80

I agree, that's BS :mad:

I highly doubt they are overly busy building boats thus delaying your boat fix.

Sounds like a road trip to me with trailer and some "ass kick'n boots" to me ;)

Keep up the pressure, faxes, etc....

Keep us informed.

There is another oso member having the same problem you are having, I would be very pissed if this was happing to me! Send me a private message if you want to talk to him.

I would work under the premise that the squeaky wheel gets the grease. I would call continuously and defiantly ask for Reggie. I would also get the dealer you bought the boat from involved. Send a fax or certified letter to Reggie explaining your situation and point out the thread on OSO.

I will "leave a messaage" for Reggie at noon. I still have not heard anything from Fountain -yet. I'm calling my lawyer at 3Pm today.

I'll give them a couple of hours to call me back. Today is crucial since Gail said that Jeff Harris is going on vacation tomarrow.

:mad:

Do not forget that Fountain is a public co. They have stock holders to answer to.

Joe,

Write a letter to Reggie, sent certified, marked "PERSONAL AND CONFIDENTIAL" State your case, name names, etc.

They owe you big time. You ought to be entitled to a couple of those Fountain leather jackets or a boat load of Fountain goodies (that is if you still want them).

Also, a guy at the factory named Marty Businger was real helpful (although I don't know if he's in the right dept. for your problem).

If I ran my business that way, it wouldn't take long to hit rock bottom.

Best of Luck,

Mark S.