Fishtales Decommissioning

I could not agree with you'all more.... I had dinner with Roger last night and he sure was upset....I think he was really believing C-Dory when they kept telling him that the boat was "in production" and "just awaiting completion" and then the REAL funny one... "upon final inspection we noticed that the deck was all one color, so we removed that and made a completely new top with the gray inserts" What a GIANT crock of @#$%...
Roger has put up without a boat for seven months... he made arrangements for time off work to be able to attend the Delta event...now with just weeks to go...that is in question...
I think Roger was one of C-Dorys best salesmen before all this happened...but he has taken a real screwing...and I gotta tell ya...HE IS MAD ! He knows that they lied to him....and if he misses that trip I would not want to be the guy who answers the phone at the factory on Monday morning....Yazoo !

Joel
SEA3PO
 
SEA3PO":gqz7ek9c said:
...and then the REAL funny one... "upon final inspection we noticed that the deck was all one color, so we removed that and made a completely new top with the gray inserts" What a GIANT crock of @#$%...
Click to expand...

Wow..."The dog ate my homework..." :roll:
 
The "madisonbayllc1" email noted above is the email address for Ricardo.

I just got off the phone with Scot. Scot sent over some pictures of the boat.
It is still in the "sand shop" and will be going to the "finish shop" next week.
A18_2_001.sized.jpg
Scot was very apoligetic concerning the time frame of production. After talking with Scot at the Factory last January, I felt that they would be starting production ASAP--- that was not the case.
They had several other orders in progress to fill and had to work me in.
I can see their point of view on that, but, the factory had already set on my order (stonewalled) for four months prior to our talk in January.
The boat is in production, it is way behind schedule, but I should have the boat by mid-May--- to late for the Delta Cruise.
I am still pissed at the factory for the false pretenses (lies) of being in production, Scot knows how I fell about the whole deal.
He has promised that C-Dory will be making some changes for the better in customer service and respect.
He has asked me to let everyone know that the boat is being built. He reserves the right not to post on the site.

I will keep you all informed of the progress :?: of the boat.

Roger
 
My note above got a polite reply from Scot, but talk is cheap. We'll see if there is walking to go with the talking. This is obscene.

I did relate that one of the main differences between new and used is the "value" of the warranty. So far, underwhelming.

Good luck on the new boat!! They need to make this right. (??Furuno, Raymarine??)
 
I got a quick and positive response from Scot to my mail earlier today too. You know, perhaps this delay could have been caused, in part, for the desire for a wooden, vice molded interior. Molded ones were being built then. Ricardo announced at the Factory gathering at SBS 08, that they were tooling up for the production of the "wooden" interiors again. That sort of stuff takes time. They had a factory full of hulls of all sorts at that time.

How many other boat mfrs would have honored a warranty with a replacement boat after 5 years? I'm not sure, but I don't think many.

I am sorry Roger has been without his boat since last summer, I hope all this works out.

I love my C-Dory, and loved the old one too!

Charlie
 
I wrote a rather lengthy letter to Scot... some of it pointed, all of it factual. I sent a copy to Roger. At this point, I don't want to post it here, but I would encourage C-Brats to take the time to help out Roger - write to Scot to let him know that broken promises and lack of customer service will result in current owners not recommending these boats. If he gets a letter from a couple of us, it is easy to ignore - if he hears from A LOT of owners, it may get his attention and effect a change for the better at C-Dory. And frankly, from my perspective, a change towards better customer service, responding to e-mails and phone calls, and following through with commitments to customers can only make for a healthier business situation for the factory and be good for all owners.

We have a brother here who needs support. Time to step up.

Best wishes,
Jim B.
 
I know that there was a contract with a drop dead date...and a penalty for every day past the date..... I sure hope Roger does not let the factory sweet talk him out of that too....

Scot seems to be taking the hit on this....but the one who REALLY spun the tales was Recardo.... Lets not forget he was the one making all the promises...

Joel
SEA3PO
 
I spent 38 years as a rep for Levi Strauss & Co., changing territories many times, and I learned one lesson quite well. The hardest territory to take over is one that had a much loved sales rep. It could take months and months to try to fill his shoes, unless the customer came to me with a problem. If he did, I knew I had it made. All I had to do, was listen closely to his problem, keep him informed of my progress in solving it, and then finally solve it. If the customer never came to me with the problem, I never got the opportunity to show what I could do, and win his confidence. So, I always looked at every customer problem as an opportunity to gain his trust. Then let the next salesman to follow me have to hear the customer rave about my virtues.

Evidently, C-Dory needs to learn this same lesson. In my opinion, their decline started with Jeff Mesmer's exit. The little dealings I had with Recardo left me "counting my fingers". He was all talk, and no follow thru.
 
Thanks Guys for all of the support.
I know that all of the letters sent to Scot are starting to get through to him that there has been a definite lack of customer service in the past few years.

I had no dought that C-Dory would replace my boat, what I didn't know was that they would postpone it as long as they are.
The hull was 4 months out of warranty. When we reminded them of the fact that we brought the boat back to the factory, 3 years ago, for repair work on BAD gel coat cracks and had informed them of the flexing hull (which they could not explain) they excepted responsibility.

I had talked with Scot concerning the interier (wood vs molded) and expressed my desire for the wood. After looking at the new molded interier, I called Scot and told him I would except the molded so they would not have to spend money to retool for the wood. Ricardo came back on the scene and forced the wood interier.

I had trouble with Fishtales in the first year- water in the v-berth--- (that has been posted about before, so I won't go into it) and I had received excellent service and assistance from the factory.

I did, however, have the same problem with the original delivery of Fishtales. Ricardo had given me a delivery date of late Feb., then April, then March--- I did not have delivery until Memorial Day 2002
Production and delivery seems to be a BIG problem with C-Dory to follow through with.

Roger
 
C-Hawk":3x6j7nf5 said:
Thanks Guys for all of the support.
I know that all of the letters sent to Scot are starting to get through to him that there has been a definite lack of customer service in the past few years.

...
Production and delivery seems to be a BIG problem with C-Dory to follow through with.

Roger
Click to expand...

I don't get it. It is SO much easier to work a bit harder and longer beforehand, so you don't lose credibility and trust after the fact. Set a schedule, meet the schedule, create customer trust and good will. Or waste time afterwards trying to explain why you didn't meet expectations. No amount of advertising can buy good will, and once lost it is much harder to regain. Business life is more satisfying when you are in control of your business and you have happy customers.

This may be more of an issue with me because I spent my adult life taking pride in meeting and exceeding client expectations. On schedule. I don't understand why any business would choose to do otherwise.
 
JamesTXSD":11t5zief said:
I don't get it.
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That's the factory's issue in a nutshell, James.

I had no problem ordering and receiving the Jenny B on time - on schedule in 2005. But I ordered through a dealer, even though the factory was selling direct at that time. In retrospect, I'm glad I did because the dealer stayed on top of things for me. Unfortunately the factory dumped my dealer and I was orphaned in San Diego unless willing to drive a couple of hundred miles r/t. It will be interesting to watch/see just how long Roger's repairing dealership in Oxnard stays on as a dealer.

Again, the most common complaint has been and continues to be lack of response. How hard is it to keep a "tickler file?" Post-it notes just don't hack it and I've often wondered about the credibility of the "responsible" person I talked to on the phone who "promised to call back tomorrow".

From personal calls, it appears they do keep a record and do refer to it on subsequent calls, but so far it's been the buyer's responsibility to call back, and "that ain't right."

The only real power a consumer has is to simply not buy a product. In the future, when I get a full blown case of "Three Footitis" don't look for me at a C-Dory dealer. 'Druther buy Bob's 25 or my little nephew's 25, avoid 90% of the factory/dealership hassle and save a few bucks as well, even though buying from a lawyer scares the bejesus outta me. (and he's family as well)

Don
 
Just sent a set of massages to C-Dory Marine, Ricardo, Rich, Scot, Warranty and Customer service.

Dear ,

Just wondering what is going on here? Is there anyone at C-Dory marine that is trying to get Roger’s boat done and get him taken care of. There are several thousand C-Dory owners and Wannabe’s checking this site :
http://www.c-brats.com
every day, and a very large handful of C-Brats who are watching the progress on “Fishtales” and wondering what in the world is going on here. Believe me, none of us want a negative outcome here, and it would seem that least of all, C-Dory Marine, Which appears to be , Scott, Jeff, & Ricardo et al, should have the most interest in making this situation right, and making it right soon. Making promises and keeping them go a long way to making customers happy. And happy customers are really good advertising. I should not have to tell you the opposite side of that story.

You should be reading this site, and you should be taking advantage of the gold mine you have available in the C-Brats membership. We are proud of our boats, our friendships, our C-Brat site, and our abilities.

I admit, Fishtales and Roger’s boat are non of my business, but I own a C-Dory, and without exception, EVERY TIME I get it out, I have folks stop and ask about it. I would like to be able to recommend not only the boat but the company that produces it. Take a look at this:

http://www.c-brats.com/viewtopic.php?t= ... sc&start=0

and tell me I am barking up the wrong tree. (In case this link does not work I have copied from it Rogers statement that things are not really all great in paradise.

Thank you for taking care of Roger, and for making a great boat. Let’s keep it all going. I will do my part, the C-Brats will do their part, and you do your part, OK? And that would be more than a SBS factory party.

Harvey Hochstetter
SleepyC, :moon 2005 CD-22 Cruiser
Sequim, WA
 
The latest delivery date has come and gone--- again.

I recieved a call from Casey last Monday, he was in process of installing the interier components and wanted to know what we needed--- thanks Casey.
He verified that the correct hatch covers are being installed for the lazerettes- the ones that the factory typically uses are not rated for horizontal application. I specified that they use the covers that are rated for horizontal application so water will not collect in the lid frame, but the lid will cover the opening completely.
Casey said they expect to be complete next week.

It will be too late for me to have the boat (as promissed) for the Delta Cruise on May 14. Now I am hopeing that I will have a boat ready for use by May 22, when my family will be arriving from Canada, New York, Washington and Texas for a reunion.

The last email I sent Scot, I told him that we very much appreciate that they have taken responsibilty for honoring the warranty.

A word for those of you that are considering ordering a boat, (as opposed to buying off the dealer lot) be ready to wait and expect to hear several dates for delivery.

It's a good thing I have a motorhome, we have been using the it quite a bit lately--- heading out this weekend with the Dive Club to Plasket State Park to dive at Jade Cove. (weather permitting for diving)

Roger
 
At least they called you, rather than the other way around and asked what you wanted. Sounds like you're on track to getting a good boat.

Hang in there...

Charlie
 
I no longer own a C-Dory but still love the boat and the owners that I met when I owned C-Sick. I am standing on the sidelines cheering C-Dory on because I want them to be successful and regain their traction as a company "known for their customer service." Meanwhile I am a Ranger 25 owner and getting incredible customer service. The latest is I dinged my bow thruster trying to put it on the trailer to tow it to the Ranger shop for some warranty work. Because it happened in relationship to my warranty work Andrew has offered to split the cost of the repair. Now that is customer service above and beyond the call of duty. It is going to cost Ranger $75 dollars plus to absorb the cost. BUT I AM A HUGE RANGER FAN BECAUSE THEY SHOW THIS KIND OF CARE. Furthermore they are spot on in telling me how long it is going to take to repair my boat. Not as fast as I would like but absolutely reasonable and clear. I will pay top dollar to know than I am not being screwed with. I still believe that C-Dory wants to and will get back to this same level of service. Again all I can say is thank you Jeff Mesmer and Andrew Custis for believing so deeply in the value of taking care of your owners.
 
Roger,

I bought my boat new (2006 22 cruiser) and the hatches for the lazarettes are one thing that have always bothered me. They have 0-rings, but they do not really seal water tight, so water fills the gutters and then eventually overflows into the lazarettes. Not only that, but they collect dirt and debris.

Do the hatches that you specified, the ones that are actually rated for horizontal use, cost substantially more than the ones that the factory normally uses? It seems strange that a boat manufacturer would intentionally use hatches that are not designed for the application for which they are used...??

Dougal
 
C-Sick":1knswkv2 said:
... I will pay top dollar to know than I am not being screwed with. I still believe that C-Dory wants to and will get back to this same level of service. Again all I can say is thank you Jeff Mesmer and Andrew Custis for believing so deeply in the value of taking care of your owners.
Click to expand...

In order for a company to implement good customer service, it needs to start from the top down... it must be part of the training for each new employee, so that they understand where the income of a business comes from. Don't take care of a customer, they will go away... and so will your job. Soon, it becomes a matter of pride. And when each employee WANTS to give good customer service, productivity and morale improve, costly mistakes become fewer, the business becomes more profitable, customers say nice things, the work environment becomes a happier place, happy customers generate more business. This is a simple concept, but one that SO many businesses don't understand.

A key component of providing good customer service is timeliness - deliver your product in a reasonable time. Don't set deadlines that you cannot meet. (Ever had to sit home waiting for a repair person, cable installer, phone installer who will be there "between 9:00 AM and 5:00 PM??? :amgry )

We all have sayings that guide our lives. One of mine has been: "don't waste my time. I can make more money, I can't make more time. If you steal time from me, I can never get that back."

I will never understand the premise of a business saying, "We are only 30 days beyond the time we agreed to deliver," as though that is an admirable goal. It shows lack of regard for customer service. If someone at the top of a business truly feels this way, you cannot expect any employee of that business to feel the need to meet expectations.

Customer service, pride, and integrity have to start at the top and be instilled in a business. Another saying of mine: "It is more pleasant to work in a place where customers thank you (for spending their money with you), rather than to have to apologize and try to play catch-up or fix problems."

Here's another: "Every time the phone rings, it's an opportunity." Same applies to any inquiry, whether phone, mail, or e-mail. And each deserves a prompt response. If a business doesn't intend to respond in a timely manner, they shouldn't give out a phone #, address, or e-mail address (and that sounds pretty basic, doesn't it?). Several of us have gotten an e-mail response from the factory regarding our support of Roger's situation. Imagine how much more effectively that time could have been used if they didn't have to spend it defending their actions. Meet deadlines and you don't have to spend (waste) ANY time explaining your actions. Again, time you will never get back.

One of the really great things about running a small business is that you can quickly adapt and react to the market and customer needs. It doesn't take an act of Congress nor waiting for the next annual stockholders meeting to implement a change. It takes a decision at the top and then action to make sure that a new policy is followed.

I am really torn on this situation. C-Dory is to be commended for standing behind a problem boat (and we all know this is not a common situation). They could have turned this into a PR triumph simply by meeting their own delivery deadline. Instead, they have taken one of their main shortcomings (timely delivery) and put that to the forefront. Only this time, other owners have taken the time to stand with one of their own and let the folks at the factory know how we feel about this.

Jeff and Andrew understand customer service. They used to be a part of the daily workings at C-Dory. Perhaps the management at C-Dory should examine their current situation and ask themselves if things are better or worse now regarding their customer service? They may not feel there is a problem; certainly, many of us have a perception that things could be better. As long as their is still a business, it's not too late to make changes and improve.

Everyone here wants to see C-Dory be successful.
 
ripple":20rqfwin said:
Roger,

I bought my boat new (2006 22 cruiser) and the hatches for the lazarettes are one thing that have always bothered me. They have 0-rings, but they do not really seal water tight, so water fills the gutters and then eventually overflows into the lazarettes. Not only that, but they collect dirt and debris.

Do the hatches that you specified, the ones that are actually rated for horizontal use, cost substantially more than the ones that the factory normally uses? It seems strange that a boat manufacturer would intentionally use hatches that are not designed for the application for which they are used...??

Dougal
Click to expand...

I think the cost difference was <$10.
Here's a link for Bomar Hatch
I talked with Scot and Ricardo at the Seattle Boat Show and showed them the difference between the two hatchs. They both agreed that the one I spec'd is the better and that the cost difference was minor.

Roger

edit- I guess you'll need to copy and paste the web address- I can't seem to make it work :oops:
 
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