[C320-list] Catalina Customer Service

[Warren Updike]

You have a boat with a problem. Frank Butler handles all warranty matters. I
think he does that to be sure that real problems are fed back to the design
and production process, to keep customers happy, and to control after sale
costs. 

If you were to mention that an owner on the C320-list suggested you call him
he will realize that we all, on the list, are following your issue. Can't
hurt.  

Also, I wouldn't be surprised if someone at the factory in Gerry Douglass'
office reads the list.

Warren & Pattie Updike
Catalina 320, #62, "Warr De Mar"
Middle River, Chesapeake Bay

-----Original Message-----
From: Ken Danko [mailto:ken320 at sbcglobal.net] 
Sent: Thursday, August 27, 2009 12:09 PM
To: C320-List at Catalina320.com
Subject: Re: [C320-list] Catalina Customer Service

I'm a little hesitant to call Frank Butler. I don't want to be a 
troublesome customer and I don't want to get anyone in trouble but I 
sure would like to have a new fuel tank delivered in a timely manner. I 
emailed my broker who emailed someone at Catalina. So we will see. It 
has been over two weeks since I first called Catalina to order a tank 
and I still haven't been able to place an order.



Chris Burti wrote:
> Call Catalina in California and ask to speak with Frank Butler. He will
> speak with you or will definitely return your call within a couple of days
> at most...usually faster. Tell him what you told us as politley as you
told
> us and ask for his assitance.
>
> I found him to be a great customer service rep...unusual in that it is his
> company ane he is the CEO...
>
> On Wed, Aug 26, 2009 at 1:03 PM, Ken Danko <ken320 at sbcglobal.net> wrote:
>
>   
>> Hi all,
>>
>> I would like to ask your advice on a customer service problem I am
>> currently experiencing. This is actually a continuation of the saga of
the
>> leaky fuel tank. I found the leak, it was on the seam in the lower
corner. I
>> called Catalina and said I wanted to order a new tank. The guy I talked
to
>> took all my information and said that he would call me back, he was going
to
>> check inventory, etc. A week went by and no call back. I called again and
>> got his voice mail. I left a message asking about the status of my order.
>> Another week went by with no call back. I called again and was told that
he
>> was on the phone and would I like to leave a message on his voice mail. I
>> said no, and asked the woman to help me. The man I originally talked to
came
>> on the line and said that he would email me specs so that I could approve
>> the order, he said that he wanted to make sure that the tank fit. But I
>> never got an email. So here it is two weeks since I originally tried to
>> order the tank and I still haven't been able to place an order. It is
prime
>> sailing season. In my opinion the weld on the tank was bad otherwise it
>> should have lasted 20 years or more. I am feeling like I should have
bought
>> a Beneteau. What should I do?
>>
>> Ken Danko
>> Grace, #802
>>
>>
>>
>>
>>
>>     
>
>
>