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Complaint Details
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Initial Complaint
10/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We purchased a stereo upgrade through the ********************************************************************** Marine where we have stored our boat for the last 3 summer seasons. We opted to use them because their service manager, *****, told me that he was very experienced with these jobs and that it would be convenient for us since our boat was already at his facility should anything go wrong with it. Upon completion of the install and upgrade, on the very first outing to check out the new speakers and kicker, we heard very loud buzzing and echoing sounds. The system sounded way worse than our original system that we had just upgraded. My husband reported this immediately. ***** said he would fix it. This was in May 2022. It is now October 2022 and it still has not been fixed. We have had numerous conversations with *****, as well as the new manager, **** ***** who works for F3 Marine (newly acquired). They are telling me that they will fix it next summer. Our 1 year warranty will run out in May 2023, likely before they get to it. I was willing to work with them on this if they would provide me a statement in writing that they would fix it next spring and that they would stand behind their workmanship for one year. They have refused to do this. I then asked if they would refund the labor portion of the charge until such time that they fixed it and they refused that, too. We have given them every opportunity to make this right and given much ***** over the last 5 months. Today when **** ***** called to give me the run around yet again, I told him how awful the customer service was and he literally hung up on me. Very unprofessional. If I have to take our boat elsewhere to get fixed, it costs us more money and time. Since the day the work was complete, it has NEVER worked properly. I am concerned about the warranty ending, but in reality, the system has been improperly installed from the onset or the equipment they sold me is bad. Since they have refused to address this, we cannot know.Business response
11/16/2022
Hello,
Thank you for reaching out, we were aware of Mrs. ****** complaint and did our best to resolve the issue professionally and courteously. Please find the letter we sent to *************** on 10/14/2022, six days before the complaint was filed. We sincerely apologized and are working toward a resolution with her for next season. Unfortunately, under our current circumstances, accommodating Mrs. ****** request was out of our control at the time with only one service technician available to service a long list of customers. Thank you for giving us the opportunity to resolve this issue!
Please find attached our resolution that was sent to *************** to cover the entire cost of Mrs. ****** repair as well as providing a refund for her final month of storage as compensation for being unable to fulfil her request.
Best,
*************************** GeneralManager *************** 13721AnnaPointLane | Mineral , ************************************************************************************************************************************************************************************************** d************ c ************ e ******************** w www.f3marina.com This email transmission from F3 ******************* contain information that is confidential and proprietary. If you are not the addressee, any disclosure, copying, distribution
or use of the contents of this message is expressly prohibited. If you have received this message in error, please destroy it and notify *************** immediately at ************.
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