Rinker Service?

[HotTuna]

Best thread ever... 

My dealer hasn't returned a single phone call or email for 3 months - Service Manager, Owner, nobody...

When warranty and other repairs are done poorly or not at all, even after transporting the boat to them (150 miles) which was required by them to get any service at all, and a whole list of items were charged for/entitled for warranty and missed or done carelessly (wrong color gelcoat applied to repair for example). Their crowning  achievement was damaging the gelcoat and camper tops by careless transport back to my marina... I suppose I wouldn't be too anxious to speak to me either if I were them.

I sent an email escalating to Randy Rinker about a month ago, and no reply so far...

Expect to see me walking around their display at the boat show next year in wearing a sandwich board that says "Ask me about my experience with Port Colborne Marine"...

Paul or Andrew, if you're trolling these forums, feel free to give me a call back any time - I'd love to hear from you.

[Illinitech]

If somebody from Rinker is listening, please listen to your phone messages and call me back ASAP.  I ordered the replacement waste tank for my 320 directly from Becky at Rinker on July 29th.  She said it was in stock, would ship in 2-3 days and was $182.36 plus shipping.  I have called and left messages for the last 2 days without a response.  Rinker charged my credit card for over $1,500 (WTH?) on Aug 10th AND I still don't have a tank either.

Back to my original question about service..............What the hell is going on at Rinker?  If I ran my business like this my customers would hang me out to dry.  I couldn't imagine keeping my doors open.  Somebody tell me what's going on?

[DaleM]

$1317.64 for shipping????  Hell you could have called me.  I would have driven there, picked up your tank and delivered it to you for that kind of $$$$!!

[futureboatowner]

We are about to look at a 2003 312 Fiesta Vee today that we're seriously considering for purchase (90 hours on engines, great condition) but reading this thread makes me nervous. We're first-time  boat owner and we want to keep it in Sheboygan WI at least to start, but am wondering if that's smart given the nearest dealers are in Manitowoc or Green Bay. Since we live in the Chicago suburbs, Winthrop Harbor is another option. I'm still debating whether Rinker is the brand we should go with, versus a Cruisers or Formula or older Sea Ray, and this thread doesn't make the decision any easier.

Any thoughts? 

[trich11]

You can go to Sea Ray, Bayliner, Regal, etc.. and find the same issues with every brand. You should search the forum a bit and you will discover many, many positive strings. One recent string was looking for input as to if Rinker was a car, what would it be? Chevy, Ford, etc. It was determined that it would be a Buick. Lots of bang for the buck. Good luck with whatever you decide.

[Illinitech]

I bought a 2006 320 Rinker with only 48 hrs. on it this spring and have been happy with it.  I've put another 40 hours on it since May and spent more than a dozen weekends on it.  I have the Mercruiser 350 MAGs w/ Bravo II outdrives and I can say that it gets up on plane quickly no matter what the load and isn't that bad on gas as long as you aren't wide open.

Most of the questions on this thread have been about service and it looks like it depends on the dealer.  I have had trouble getting a waste tank replacement directly from Rinker but I should update and say that Becky from Rinker called me back this morning and said that someone at Rinker saw my post about the $1500 charge to my credit card and she was calling to tell me that she simply made an error and charged me for another person’s purchase.  She also said the tank that she told me I would have a few weeks ago was the last one in stock and they used it on a new boat instead of sending it to me.  She was reordering from their vendor today for me so I’m looking at another couple of weeks probably.

She said they didn't return my calls for the last two days because they didn’t get the messages.  Apparently the number I called (which is the number she called me from) goes to Rinker’s voicemail but isn’t monitored by anyone.  BTW her direct line if anyone needs it is 574-457-5732 ext. 247.

All in all, I like my Rinker.  It has a lot for the money.  In dealing with Rinker directly, I should say that Becky seems really nice, but the company processes need some work.  Return calls, check your voicemail, notify the customer if parts get backordered, etc.

I’m glad to hear that someone from Rinker is watching these posts.  Listening to your customers is a start.

[HotTuna]

Furureboatowner,

I would say that the dealer rather than the boat brand should have a greater influence on your decision. If you can't drive from your boat to your dealer's service department within 1/2 an hour, your chances of getting them out for warranty repairs will be slim despite whatever the salesmen tell you before they cash your cheque.

Reputation isn't everything either - There are people on this forum who swear by the service at Port Colborne Marine – My experience has been the opposite, but then again, I don't keep my boat in Port Colborne -It's in Toronto 2 hours away, which (I am told) is too far for them to come out despite being reassured at the time of the purchase that it would be no issue.

Your saving grace may be that you are buying a used boat, saving a bunch of cash with the expectation that you will be shelling out for some repairs.

I'd say buying a new boat was my worst mistake – I paid full retail price for the boat AND I have spent out of my own pocket (not to mention time and frustration) to get warranty issues resolved that should have been covered.

I could have bought a lot more  boat for $80k if I'd been wise to all this and gone to the used market instead.

Someone on this forum once said “If you want to tinker – Get a Rinker”...   

[Dream 'Inn]

Future, the 312 is a great boat!  Our 310 is basically the same with a few minor changes.  Like others have said, most brands have the same issues.  What matters is your dealer if you are having them do any of the work.  I do all of my work and have to say I absolutely love the boat and the way things are laid out.  Good luck!

[cmelt]

I really don't understand some of the people here who rely on email and phone calls only. I too work in the service industry, and I know how easy it is to listen to a message, or look at an email, and get side tracked to something else. If I had a problem with my boat, or car, and was getting no where with the people that I wanted to repair it, I would show up at the shop. There is nothing like a little face to face interaction to get things done. I'm not saying to go down there and yell and scream and curse, but just be there. If someone came to me and was hot under the collar and cursing mad, I tell them point blank that there is nothing that I can do for them when they are in that condition. That normally calms them down enough to where I can work with them, and get their issues resolved.

[frodo13056]

I tend to agree a little bit with cmelt's approach - face time may do the trick and you certainly get a better response being nice about things.
But, I think you may be missing the bigger picture - you shouldn't HAVE to run to the shop and speak to the service manager after spending a ton of your hard earned money.
Sure, everyone is busy but when the salesman is trying to earn your business, they have all the time in the world. Yet, when it comes to service - well gee..... sorry, we are just busy and can't seem to get on the phone and call you back. You can bet your a$$ that the service guys find time to call for things they find important and YOU just are not that important. It's not by mistake that I find time to do the things I WANT to do and often times don't have time to do the things I DON'T want to do.

Simply put, service means just that:
ser·vice (sûrvs)
a. Work done for others as an occupation or business
b. An act or a variety of work done for others, especially for pay

I fail to see in the definition of the word where it says that you must beg for warranty repairs - or service.

[cmelt]

Frodo- I agree with you 100%! No one should have to basically beg for someone to pay attention to their service issues. I was only speaking about a solution to the problem of unreturned calls and emails. I am also a huge believer in word of mouth. You make someone happy, they tell 5 friends. You piss someone off, they tell 25. The only problem I see with the marine business is this: Dealerships are few and far between. When you get a bad one, or one that is uncooperative, you have very few alternative options. Another problem is for the owners of larger boats. You are at the mercy of getting your boat to a mechanic if you can't get one to come to you. I can trailer mine, so I have more options available more cheaply. I couldn't imagine having to pay for a haul out and possibly paying to get my boat trailered somewhere to get it repaired.

[futureboatowner]

Thanks for the input! We put in an offer on the 2003 312, it's such a comfortable boat and with only 90 hours, we figure it's got a good long life ahead of it. The previous owner traded up for a larger Rinker so that's a good sign. Your discussion may influence where we end up putting it next summer. We like the marina in Sheboygan Wisconsin and my sister lives there, but the closest Rinker dealer is probably an hour away and we have no trailer. There are other closer marina options to Chicago, like SkipperBuds in Winthrop Harbor, I think that's a Rinker dealer and it might be easier to solve any potential problems.