[C320-list] Voids under the deck

[Allan Field]

Chris - My issue was the same as yours.  Frank kept calling until he got me
on a Sunday evening at home.  While deeply appreciative of his efforts, the
point is still that the customer service culture at Catalina is broken.  As
big as that company is, it should not take personal intervention of the
owner to fix something.  As for customer service, what other company do you
deal with that you call, sometimes get a live person and most of the times
get a recording, get a call back (occasionally), get a part number from the
call back or after your multiple calls back, FAX (not e-mail) them a written
request, they call you back (sometimes) to get your credit card info, then
(sometimes again) ship the part correctly the first time and on time?
Catalina parts department in CA for me is an absolute last stop.  That said,
Warren Pandy at the FL plant has been very responsive but again, one must go
to the top to get satisfaction.  And finally, again, I would buy the boat
again! - Allan

-----Original Message-----
From: c320-list-bounces at catalina320.com
[mailto:c320-list-bounces at catalina320.com] On Behalf Of Chris Burti
Sent: Wednesday, September 19, 2007 11:51 PM
To: C320-List
Subject: Re: [C320-list] Voids under the deck

I feel compelled to respond due to the uncompromising customer service
service  that I received from Catalina. Candidly, it took quite a
while because I initiated my inquiry through email. In hindsight, I
should have realized that this was probably not the best way to go.
One only has to visit the Catalina website and recognize that
Internet technology is not their forte.

That said, when I was successful in communicating my problem...
hmmm... perhaps the better way to phrase this is ... when Frank Butler
found out about my problem, he simply made sure it was fixed. Period.
No threats or coercion required, no waffling, no issues from him. He
just did it without my even asking.

All I was asking for was a repair procedure for gel coat curing issue
in the lockers of my out of warranty C-320. He had to call me several
times to get in touch with me at all. After we then talked, he
invariably returned my calls personally and promptly afterward. He
allowed me to suggest a repair facility. And then, after I thought all
was said and done, he personally called to find out if I was satisfied
(obviously I am) with the repairs. On top of all that he was extremely
helpful in giving me technical advice and and expediting the
replacement of my rudder after its post was bent in hurricane Ophelia

It is a different culture at Catalina than what some of us are
accustomed to. Sure, some lower level employee will sometimes drop the
ball. But... we don't need no stinkin' surveys... when the guy at the
top can be reached by phone by any owner and when the owner of the
company is the primary customer service representative. If you have a
problem with their boats...call..don't write.

Oh, by the way, he is kind of gruff, clearly will not suffer fools
easily and is not likely to put up with an accusatory approach, but I
enjoyed dealing with him and hope to meet him in person some day..

I worked for a while supervising production quality control for a high
tech boat manufacturer back in the Seventies. I can assure you that
voids happen in the most conscientiously done FRP layup (unless the
boats are bagged). That means, yes Virginia, there are occasional
voids in that Hinkley and every other high quality manufacturer that
still uses a low tech layup. There are are just a lot less of them
than in boats built where they they really don't care.

After Frank Butler fixed my big (for me) problem, I am more than happy
to fix my dinky little void without worrying him. If I had a big void
or a lot of them, I would call.

Kevin, I am pretty sure that Frank Butler cares that you have the
impression that Catalina doesn't care. I recommend that you give him a
call and a chance to change that impression.



On 9/19/07, Uckert, Kevin <Kevin.Uckert at unisys.com> wrote:
> Enjoying my fifth season with "Freestyle" #957. The the few email
> exchanges and phone conversations I have had with Catalina
> to discuss any issue have always been difficult. I never once made any
> demands, but always were met first with an accusatory tone and statement
> that I must be responsible for the cause of this issue. As sure as there
> are voids under the deck, there are even larger voids at Catalina with
> respect to proper customer care. After spending $100K, was there any
> customer survey of Catalina or the dealer to provide feedback for
> improvement? None. That tells me how little they really care.
>


-- 
Chris Burti
Farmville, NC