Mad at Mercury Marine

[Fr. Frank]

(reposted) Mercury is not honoring my warranty.
This time it's High Pressure fuel pump and air pump failure, supposedly caused by ethanol. Yes, my motor is supposed to be under warranty til April 23 of this year (3+2 warranty). But no, Mercury is trying very hard not to pay for these repairs.

I have had my motor repaired under warranty four times previously:

• once for ethanol damage to sensors in the LPT, resulting in complete fuel system and computer failure. The cost to repair in parts and labor was $6,700, (which is actually more than the $5,700 I paid for the motor when new in '06).
• once for computer failure, requiring replacement of the PCM: $1,700 in parts and labor.
• once for PCM-induced coil failures: $2,150 in parts and labor
• once for alternator failure: $600 parts and labor

Now we have ethanol induced failure of the fuel pump, plus the air pump swallowed a reed-valve when the HP fuel pump quit.

Mercury is now claiming that an "irregularity" with the original purchase paperwork for the motor voids my warranty, and in fact, I never had a valid warranty to begin with, even though they have authorized warranty repair four times previously. The "irregularity" is because I purchased my motor as a new "left-over" from ProLine Boats, who is "not an authorized retailer" of Mercury motors. The original invoice shows that ProLine Boats, inc., transferred the motor to ProLine Marine Services, inc., whose invoice named me on the the block for the address location for the motor to be shipped to, leaving the actual purchaser name block on the sales invoice blank. According to Mercury, this only means I received the motor, not that I purchased it, and I am therefore not entitled to the warranty, even though I have the cancelled check I wrote for the motor.

I have purchased eight new Mercury motors over the past 36 years, totalling over $36,000, from a pair of 25SS racing motors back in the 70's, to a 3.4L in the 80's, and this 90 Opti in '06. I've bought more than 15 used Mercury's, counting those already rigged on boats I've purchased. I've been one of Mercury's best non-commercial customers.

But if Mercury Marine chooses to void my warranty for petty stuff like this, I will never buy another Mercury outboard, new or used, and I will use my influence both in the recreational boating industry and in the church to deter other people from buying Mercury as well.

It is customer service that makes a company. Or breaks it.

I am very unhappy about all of this, can you tell?

[jorgeinmiami]

Sounds like lawyer time

[uncleboo]

OR, you could let them know how many Classic SeaCraft members are reading this and sharing your frustrations! Don't know if you've gone to the top yet, but, sometimes that works. Seems like all the guys from the bottom up to the middle are just doing what they're told. I'd explore sending a long letter , including the conversations here, to the main office. Surely, someone with your background in the marine industry would have a little clout given your experiences. Hope they see the light and take care of you. Good luck!

[Fr. Frank]

I agree, Martin.

I wrote a letter to Mark Schwabero, who's the President of the Outboard Business Unit. I got an email overnight last night telling me they're "reviewing the decision process" in my case, and that they'll "be in touch with AAA Outboard in Crystal River, (my) designated Mercury Marine Authorized Repair Facility". Yes, they really capitalized all those words in their email. No, they're not going to be "in touch" with me, just my friends at AAA Outboard.

My next step would be to write a letter to Fred Kiekhafer, with whom I worked for a few months 20+ years ago when I was propping boats for Wellcraft (mostly Scarab and Excaliber). Even though Fred's technically just involved in the Racing Division, he's still got a lot of pull around Mercury Marine at the corporate level.

I haven't filed a lawsuit in 16 years, since I sued Walmart and made them put restraining straps on the child seats of all their shopping carts. (In fact, that's the only lawsuit I've ever filed). I hate litigation.

Besides, if I cost them just the sale of a single large or midsize outboard motor, they've already lost more than I could get in a lawsuit here in Florida. And I imagine I could deter more than a few from buying Mercury motors over a short span.

Don't get me wrong, when my 90 Opti is running well, I love the quiteness and efficiency of that motor. It's the customer service with which I'm unhappy. (Although 5 warranty motor failures in less than 5 years and under 150 hours is a bit much).

[Fr. Frank]

Here's the update:

A vice-president type personage at Mercury Marine has got involved now, and said, essentially, "Look, this guy's only got a month left on his warranty, anyway. Just fix the motor, for goodness sake!"

So I'm getting the parts and labor for this repair covered by Mercury, and a letter offering me (in the form of a rebate) 10% off my best negotiated purchase price of any new Mercury outboard, including new leftover 2010 motors, if I purchase from and have it installed by an authorized Mercury outboard retailer, AND if I purchase in the next 3 months.

I guess sometimes you just gotta be the squeaky wheel. I still cannot afford a new motor, though. And if I could, I'd rather rig it myself.

[uncleboo]

Glad it worked out for you.

[jorgeinmiami]

Also glad it worked out and your right about the squeaky wheel!!!

[KenB]

I am glad you will be able to continue to purchase mercury products.

I think Mercury deserves some kudos here... it did take a squeeky, wheel, even if it was a a wheel with 35 years of brand loyalty, deep connections inside the company, and a lot of marine industry experience. Great job by mercury!

A big fat verado might look nice hanging on a hermco braket off the back of a 23...

[BA17]

Congrats Frank, glad it worked out.

Kudos to Mercury? Great job Mercury? I sure hope you were being sarcastic. It should not take a squeeky wheel. Mercury should have fixed the motor without question. They were simply trying to get someone to let them off the hook. They pulled the oldest trick in the book, tell them no and hope they go away. I this case Frank didn't go away, so what did it cost them? The same amount amount as it would have on day 1. They could have saved the entire amount if Frank would have gone away. Companies don't loose anything by saying no and will actually save money in a lot of situations, but they loose alot by saying yes to repairs at the beginning. I'm sure this same thing goes on with Yamaha so I won't go there, but really suprised that Mercury made it this tough. Looks like they are like most of us these days and are trying to cut all costs that they can.

[76Red18]

Congrats Frank, glad it worked out.

Kudos to Mercury? Great job Mercury? I sure hope you were being sarcastic. It should not take a squeeky wheel. Mercury should have fixed the motor without question. They were simply trying to get someone to let them off the hook. They pulled the oldest trick in the book, tell them no and hope they go away. I this case Frank didn't go away, so what did it cost them? The same amount amount as it would have on day 1. They could have saved the entire amount if Frank would have gone away. Companies don't loose anything by saying no and will actually save money in a lot of situations, but they loose alot by saying yes to repairs at the beginning. I'm sure this same thing goes on with Yamaha so I won't go there, but really suprised that Mercury made it this tough. Looks like they are like most of us these days and are trying to cut all costs that they can.

Its the new "American Way" of doing things. Seems that very few want to take RESPONSIBILITY for their products or actions any more. I'm in construction and I see it daily with others. Customer is number 1 with my operation; be it a builder or individual homeowner. One of the main reasons I'm still hanging on in this s**t housing market.