[C320-list] Voids under the deck

[Larry Frank]

This is a topic that always gets attention on the list.

I would agree that it should be easier to get parts and customer service
from Catalina. The other side of the coin is that we are able to talk to the
owner of a large company who will actually do something for an individual
customer.  Gerry has always been helpful too, but you have to ask for him,
not customer service.  

One thing that has not been mentioned is that Catalina doesn't rape its
customers when it comes to marking up spare parts.  I have had to buy many -
most because I broke something - not because of poor quality.  It never
ceases to amaze me how reasonable they are.  I'll gladly work a little
harder on my end to get for example a new bow rail for 1/3 the cost of a
comparable item from a company with perfect customer service.

Larry
WindSwept C320 #246 

-----Original Message-----
From: c320-list-bounces at catalina320.com
[mailto:c320-list-bounces at catalina320.com] On Behalf Of Chris Burti
Sent: Thursday, September 20, 2007 7:05 AM
To: C320-List
Subject: Re: [C320-list] Voids under the deck

I agree that you shouldn't have the issues that you had and not that I
and others have not had the problems you report getting parts. On the
other other hand, I think that it is important (one could say crucial)
for catalina owners to understand that "the customer service culture
at Catalina"  is NOT broken...heheheh....it has remained unchanged
since the company was founded in 1970. It may be a fossil in today's
voicmail, email, web centered customer service model, but it remains a
refreshing change for old farts like me that like to talk to someone
who can make decisions and will make sure things get done.

That said, obtaining parts should be simple and reliable. Someone with
a bad expeience in that arena should call Frank Butler and tell him
exactly what happened that this is just as important to an owner as
fixing production problems.

On 9/20/07, Allan Field <Allan.Field at comcast.net> wrote:
> 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
>
>
>
>


-- 
Chris Burti
Farmville, NC