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.

Joe,

Did you get anywhere with your call into Reggie. :confused:

Call a phknlwyer too!

Call Reggie, if he's not around, ask for his cell phone number.

March - Fountain has had my boat since November and am still getting the runaround! Gail has been very nice but she does not call the shots. I was at the factory and had a disagreement with Mr Harris and he told me he did not care if I ever bought another Fountain. This is my second 42 Lightning, is it my last? I still don't know. I don't want to piss anybody off or I wont get it back all summer!!! :mad:

It is amazing to me, somehow they (not just fountian, plenty of other companies) make the customer feel like you have to be careful not to piss them off so you can get done what is their obligation. It just blows my mind.

I am going through this same BS with the guy that built my shore house. My fiberglass decks are all peeling and I have to kiss his ass to make sure he still takes care of it. But, man when it is finally done LOOK OUT. I do not care if he is the best builder in the state or country, I will let everyone I know aware of the situation.

This really pisses me off. :mad:

THIS THREAD SHOULD BE BROUGHT TO FOUNTAIN'S ATTENTION... MAYBE THEN THEY WILL GET THEIR A$$#& IN GEAR!!!!!!!!!!!!!!

(BEEN IN THIS POSITION BEFORE... WHEN SOMEBODY HAS YOUR BOAT, THEY HAVE YOU BY THE BALLS!!!!!!)
:mad:

yep...they gotcha by the balls....maybe go get the boat and have it done??? is it about the money or the lost summer???

It is so true, and man what a chitty postion it is to be in. It really hurts....:mad:

Sounds like it's time to get the lawyer involved. Too bad that the only way to get any results is sue, or threaten to sue. Maybe an OSO e-mail campaign would help?

joe900SC - My blood preasure went thru the roof when I read your storey.... Wish there was something I could say or do to help... but all I can offer is sympathy.... and wish you luck.....

DA NA NA NA NA NA............BAT TIME, BAT TIME, BAT TIME!!!!!!

WHERE'S THE DAMN BAT?!?!?!?!?!?

I have no idea how you guys hold your temper?

Breathe my have the right idea about a lawyer.

FPWR: $2.99

What a slippery slope-lots of steps too!!!!!!

Its now 3:30Pm in North Carolina and I have not been called back. I doubt I'll get called today and Gail (Jeff Harriss' secretary) said he is going on vacation tomarrow. So it seems I'm Fuc%'ed.

I called Reggie a couple of hours ago and got through to his secretary. I told her my story and she went on to say how busy they are. At that time i reminded her about how busy we all are!!! And to not return a phone call after 2 weeks and 14 messages is unacceptable. She said she would let Jeff Harris know I'm waiting for a call. (Whatever that means.)

I contacted my lawyer and he is putting together my options and drafting a letter.

Here's what I want:
1. A review of the work order - Warranty & not warranty work to be done.

2. Completion date

3. Bill $$$

4. A sign -off inspection by me before delivery of the boat

5. Shrink wrap boat before departure

Hopeful I'll get somewhere. I'm not trying to be unreasonable here. I just want to talk to somebody and move-on...

Troutly: your story scared the hell out of me and when I read that I contacted my lawyer.

There is absolutley no way I could sit still on that one... I would have been standing in the lobby or the factory floor a long time ago...or bailing my wife out of a N.C jail... Hell hath no furry...

it is hard to believe anyone would treat a customer this way.
although I am running into a few snags myself on an engine and drive...what the heck is with these people..????????:mad: :mad:

Let's keep this at the top guys...
 

A bro's summer is in jeopardy...:mad:

Can you found a cheap flight to the area with a reasonable drive over. I know it sounds like a pain the ass trip but it might be worth it.

If only you could go out and buy a new fully loaded Fountain, take delivery and STOP PAYMENT on the funds, Wanna know who would be calling you !!! Reg himself....that would get the bum's attention. :eek:

I doubt the dealers can offer any assistance, because when people act they are acting, they just don't give a **** and that sucks.

I agree that a letter from the Attorney is the right thing to do only that costs you more money for their Fu*k'n around.

I expect to be flying out shortly. As soon as I know who will be there to see me. The plane ticket isn't the issue but the time off work and leaving the family is the hard part.

What's amazing is all this can be avoided if that Jeff Harris guy would call me back!!!!

He's there right now. Its 4:30PM in North Carolina and basically he goes on vacation in 30minutes. Why won't this guy call be back???

I'm not willing to hear the "I'm really busy" excuse. We are all busy. JUST CALL ME NOW!!!!

Post his number, I have nothing better to do than make a few phone calls to North Carolina. Maybe someone else can get him on the phone for you .

Ask for wyatt or reggie or just show up unannounced in the middle of the week.

I have been down this road so many times. Why is it that we have to put up with these *******s. I cannot count the number of times I have had work done that was horrible, only to have to beg and kiss ass to get them to fix it right. Hell, I can do it right if I was given 3 trys. I usually just fix it myself and send the parts back with a nasty letter. There is nothing worse than having to tiptoe around some punk ass kid so you don't have to worry about him doing more damage or coming back and killing your dog. I have had it with service. I am a Mortgage Loan Officer and I loose sleep at night worring about problems that I had no control over. I do it because I want the customer to be happy and enjoy the experience. I sweat the details like it was my own home. The parents of these jerks are to blame. WHY CAN'T PEOPLE JUST TREAT OTHERS AS THEY WOULD LIKE TO BE TREATED THEMSELVES? Why in the hell is this so hard for some to understand. I have had it and I don't care how many bridges I burn. My response to those who can't get it right the first time is: Hey jerk off, I can do it twice also, at least then I know what is wrong and I don't have to leave it with you for a month just to get it back with something else wrong. The only way to stop this is to get in their face and tell them that they suck and that you will call the owners, managers, customers and the local paper until you are fired or the business is closed!!!! Give me a number or an E address and I will let them see the rath of Mitch. (you don't want to get on my bad side because I am not politically correct or concerned with your excuses). Let me at them!!!:mad:

Well put Donzi mitch how is the wells fargo branch going??

ITS RACE WEEKEND WITH BOTH BODIES! THAT NO EXCUSE THOUGH. RENT A PLANE W/ A BANNER ON SAYING 'FOUNTAIN DONT STAND BEHIND THERE BOATS' TO FLY OVER FT.MYERS THAT GET REGGIE ATTENTION GOOD LUCK

GEEZ !!!!!!!!!!!

Boat manufacturers haven't done much to enhance their reputation this week , have they !!! :mad: :mad:

The industry is in the midst of terrible economic times , you would think they'd be smarter than that..........

Man I hate when this chit happens..!! Do the lawyer thing, but it will cost you money. I have been bent over before and people wonder why the economy is going down hill when customer service sucks like this..


I would email Reggie and add the link to this page.. Close to 5000 people to "spread word of mouth about Fountain"!!!

That's about the only thing these high dollar people understand.
lf it were my boat, I would just go pick it up before they make a mess of it. Take it to a qualified shop in your area and watch the progress. Then have the lawyer go after Fountain.. In the long run you will have your boat and not have to deal with the "A"holes..

Good luck!!

Fever: Thank you, Thank you , thank you...

It is now 6:07PM in North Carolina and I never did get a call back. Now Jeff has left for his vacation/race. I wish I could just run my boat or know when it will be ready.

Jeff if you are reading this please call me...:mad:

Joe, your attitude is better than what mine would be.

If I ran my buisness like this, I would be out of buisness, quickly!

Cheers,

Linn

IM CURIOUS WHY YOU DEALT WITH THE FACTORY AND NOT YOUR DEALER. ALL WARRANTY ISSUES I HAVE HAD HAVE BEEN DEALT WITH THE DEALER. I AM SORRY TO HEAR YOUR STORY IT'S NOT HEALTH FOR ANYONE. IM SURE HE'S AVIODING THE CONFRONTATION BECAUSE YOUR BOAT IS DONE ARE HASNT BEEN STARTED FOR WHAT EVER REASON. IM IN THE CAR SERVICE BUSINESS AND DEAL WITH SIMILAR SITUATION MORE OFTEN THEN I CARE TO BUT I FIND THAT IT IS ALWAYS BETTER TO KEEP THE CUSTOMER INFORMED GOOD OR BAD THEN TO NOT CALL NOTHING PISSES ME OFF MORE. GOOD LUCK TO YOU AND BY THE WAY I HAVE READ EVERY POST WITH GREAT CONCERN AS I TOO OWN A FOUNTAIN AND IT TOO IS NOT MY FIRST !

Sounds like they are way over booked. I went through that with my Merc dealer. They took my boat back in January for warranty work and didnt work on it until I went over there my self last week.I brought my mechanic and one of my guys, and started the job ourselves. Buisnesses are still living off a strong economy and have forgotten what it is all about....CUSTOMER SERVICE!!!!! Fotunatly we have agreat tool that all these manufacturers should take seriuosly, O.S.O. with the power of thousands. Post the email address we can mass mail them. It really doesnt matter what excuses they have,They took the job. Finish it, on time , on budget! MFB

There is no excuse for this bull****.

Get the lawyer involved and threaten to break every bottle of hair dye Reggie has!


Hopefully they will get bought out or taken over by Mercury and Reggie can go stare in the mirror and admire himself for the rest of his life!:D