Tracker Service

[Hal]

I'm not impressed with the local Tracker dealer and their attitude to help Tracker owners.
I purchased a new Tracker 190 a couple weeks ago from the Bass Pro Shop in Memphis,
(I didn't go there with the idea of buying a new boat but I got one of those "Have I got
a deal for you" greetings and thought I couldn't pass it up so bought on site).
Put in at Soddy Creek Tuesday morning and had no instrument readings on fuel, voltage,
and tach. So, I called the local Tracker dealer and asked if they could get me fixed up.
The salesman said sure, bring it in and we'll "look" at it. I should have known that was the
key words, "look at it". So I took it over this morning and the guy looked at it, well thanks
for taking out 5 minutes of your valuable time to tell me that all my battery cables were
tight and I had no blown fuses, which I alread knew and had told him I had checked those
out and were all right. I got the impression that maybe I was too dumb to know if battery
cables were tight and fuses weren't blown. Next question is, can you have the mechanic
look it it for a minute to see if it's serious. "No, he's got a couple jobs going now and can't
get to it". Next, what to do. "Well you can leave it and we'll look at it when he gets time."
Not acceptable to me, I don't like to leave my equipment where I can't keep an eye on it
so I asked if I could get an appointment, (I could understand that he couldn't stop just to
"check me out") but "No, we don't do it that way, 1st come 1st serve,
no stop to look or no appointments". By this time I'm a little pissed with a new boat that
I'm not sure if I can use or not and I'm sure not going to leave it there for no telling how
long for them to get to it as they see fit. I'm thinking, maybe I will have to take it back to
the dealer in Memphis, NOT!
I get back home and call the Tracker service manager at the BPS in Memphis and he's telling
me that that's the Tracker policy. Not too customer friendly I don't think. I never could run
my business that way but be that as it may I asked the service manager if he had any idea
of what the problem could be and maybe I could fix it myself even thought it should be covered
by warranty. He was nice enough to help by telling me that sometimes he has seen the
wiring connectors under the console loose connection and maybe that's the problem.
Sure enough, I pulled the windshield and dash and found a wire had come loose from its
crimp on and out of the plastic connector. Took all that apart, reinserted the wire back into
the connector and instead of relying upon a crimp I crimped and soldered the connection,
put it back together, turned the switch on and now we have fuel level indication, voltage,
and tach. Took all of 30 minutes to repair and put back together.
Maybe I'm expecting too much but seems to me that a dealer should at least try to keep
the customer happy, that was always my policy.
Moral of the story is, for me, I'd drive to Memphis to have service done rather than to take
my equipment to the local Tracker dealer. If they don't care about me I sure will not support
them and won't recommend others go there either.
Some company policies just suck but if you want to keep your customers happy you do
whatever it takes. Maybe some have too many customers and don't need all of them,emoScratch
Just my rant and 2 cents worth,
emoEnforce emoEnforce emoEnforce emoEnforce

 

[Buoy-Master]

Dont feel bad Hal...I had to put a lawyer on them one time. Wes, the service guy took care of me but the owner and 1 sales guy had me pissed to hell and back. I'll have to tell you the story one day. I had 3 full pages of issues over and over again with mine.

 

[Hal]

Buoy-Master - 5/31/2012 8:39 PM

Dont feel bad Hal...I had to put a lawyer on them one time. Wes, the service guy took care of me but the owner and 1 sales guy had me pissed to hell and back. I'll have to tell you the story one day. I had 3 full pages of issues over and over again with mine.

Sorry you had a problem with them, but at least I know it's not just me.
I remember the old saying, "1st time it's your fault but if there's a 2nd time it is my fault," emoDoh

If they treat everyone like you and me how do they keep the business going emoScratch

 

[Hook1]

Thats hard to believe. I bought mine from them 3 years ago. THey did everything they could do to get me in that boat including getting me %100 financing. (That was from me hardballong them.) I havent had any problems with service either. It surprises me to hear these stories but I guess every rose has its thorns.

 

[jbh3]

Sorry you are having problems. "Tracker" and "Service" are two words I don't hear used together very often. Very unfortunate, IMO. Hope you get it straightened out soon.

 

[Fixxxer93]

Sorry to hear too. Its funny that that companys have forgotten about the "internet". Its faster than the word of mouth and can have a huge impact on a business. All you have to do is Google anything your buying and your getting a rating. Its funny cause they want you to buy "local", change the mentality of the surrounding businesses and I will.

 

[redwingonlookout]

I will take mine to alaska before it goes to the local guy they are arrogant and think they are doing you a favor by working on it I had a little issue with some wiring and boy it was like pulling teeth with them so long island cove no mas for me!!!

 

[flpper]

I'm with Hook1. I have a Nitro I bought somewhere else, and have never had an issue with their service. I had an issue with electrical and had to leave it, but later that day they called and had it tracked and fixed, *no charge*.

No offense meant, but it seems as tho you may gave been a little impatient ( I understand that you spent good money, but maybe the guys in Memphis should have done a final check or shakedown cruise before you left with it) with the local guys. First come, first serve is a solid policy when dealing with service issues. If it hadn't been a simple fix, and Wes had gotten into a day-long tracking issue, what about the guy whoose boat he left to work on yours? Wouldn't he be just as pissed as you are now?

If you want to spend the money and time to go back to Memphis, that's your business. Seems to me you're cuttin' off your nose to spite your face. But that's just me.

 

[Mike Hernandez]

I've heard some pretty bad stories about them as well. I bought my very first boat (a Tracker) from them in '06. Had a good buying experience, and have taken it back for service on a yearly basis. Haven't had any issues with them. At times, Joe is a little indifferent but I've never had an issue with Brian or Wes. I had them install my 798 when I bought it about a year or so ago and they did a great and professional job. Brian has always been willing to help me out when I call or email. I've lost the keys before, bent up my trolling motor shaft, and other mishaps that go along with being a newbie to boat ownership and they, especially Brian, helped me out in any way they could.

About 18 months or so ago I was going to pull the trigger on a Z7 and was working with Brian on taking it out for a test drive before purchase. He had no issues setting up the test drive and was ready to put it in the water. He was also helping me figure out the best way to sell my Tracker for the highest return. Production at my job slowed down and our hours got cut so I had to put a hold on the plans to buy it. I let Brian know and he didn't have an issue with it at all and said to let him know when I do get ready and we'll move forward.

I hate to hear when businesses treat their customers in a less than professional and helpful manner, however, my experience with them has always been a good one. If I do decide to pull the trigger on a new Z7, Brian will be my first call.

 

[jbh3]

flpper - 6/2/2012 11:05 AM

I'm with Hook1. I have a Nitro I bought somewhere else, and have never had an issue with their service. I had an issue with electrical and had to leave it, but later that day they called and had it tracked and fixed, *no charge*.

No offense meant, but it seems as tho you may gave been a little impatient ( I understand that you spent good money, but maybe the guys in Memphis should have done a final check or shakedown cruise before you left with it) with the local guys. First come, first serve is a solid policy when dealing with service issues. If it hadn't been a simple fix, and Wes had gotten into a day-long tracking issue, what about the guy whoose boat he left to work on yours? Wouldn't he be just as pissed as you are now?

If you want to spend the money and time to go back to Memphis, that's your business. Seems to me you're cuttin' off your nose to spite your face. But that's just me.

Well said, sir. My response was directed more toward the selling dealer's lack of prep on the rig before sending the purchaser on his way. They knew, of course, that since the buyer wasn't local, if/when any problems occurred, it most likely wouldn't be their concern. Most, if not ALL, rigs have issues from the factory. A good dealer will correct all he can find and also run the rig on the water with the purchaser to demo all functions before any money changes hands.

Can't really fault the local shop for not dropping what they're doing to address this issue either. However, having to leave a rig at a shop, out in the weather, for an indeterminate period before service is a pet peeve of mine. No reason that a shop can't schedule service.

Now, if you want a dealer that actually does test run and demo boats and, also, has a great shop that can schedule your service work, get with the folks up at Bunch Marine in Harriman. Have a great weekend, folks.

 

[BulletTJ]

It looks to me like the Memphis Dealer did a poor job of checking your boat out before you took possession of it. I have never dealt with the local dealer. I don't even know the people. But, you didn't buy the boat from them. I understand how you feel but you are not their customer. It is standard practice to put their customers first in line. I know I would be pizzed if I came to pick my boat up the I bought from them and they stopped working on my boat to fix a boat someone bought at another dealership. I really don't understand the no appointment thing. I don't like leaving my boat at the dealership either. That is one of the reasons I try to buy local when I can. I am glad you got your problem fixed and I hope the boat gives you years of trouble free service.