Formula = Outstanding Customer Service!


S

summerwind

Guest
Ameri Tex is going to replace my forward Bimini.
When I took delivery, I notice a slight tear at the zipper on the port and Star side. It was on my Punch list.
TAG instructed me to ship it to Ameri Tex for repair, Formula even picked up the shipping cost.
I received the Bimini back with patches, ugly patches for all to see.
I contacted TAG along with photos, they contacted Ameri Tex and forwarded the photos.
Well, I'm getting a new forward Bimini.
Even in these hard economic times, Formula still goes the extra mile.
Now this is a manufacturer stands behind their customers and product!
 
Excellent Post !!

I agree that in the tough times world wide, Formula still takes care of it's customers !

Customer service is the key to retaining your customers ...


P.S...Did you find anything out of your drive lube issues yet ?
 
FormulaFanMN said:
Excellent Post !!

I agree that in the tough times world wide, Formula still takes care of it's customers !

Customer service is the key to retaining your customers ...


P.S...Did you find anything out of your drive lube issues yet ?
Click to expand...

This too is also on the punch, the dealer has committed to finishing the punch list in spring. Ill keep ya posted (no pun intended =P )
 
I agree Formula goes the extra mile. Now a former dealer of theirs did not, and tried to screw me, but Formula took care of me and that said dealership is no longer a Formula dealer!!
 
I also had a Md. former dealer leave me hanging when I bought my boat. Eventually Formula stepped in and made good on all my problems.I guess thats why I am on my 4th Formula.
 
and that previous dealer still has some NOS (new old stock) 2007s the new dealer is a little better then the previous dealer.
Thanks God for Formula!
 
HUGE former dealer woes for me too....from the same locale. Long story. After months of going nowhere after a new boat purchase in 07, Formula promptly stepped in and made things right. I should have gotten them involved much earlier.

Funny thing, I later found out that this dealer's contract was not renewed by Formula. This occurred sometime around the time I bought my boat. I suppose all those on the back side of this had problems, as this "dealer" likely felt they had little to lose.

The old axiom....."Friends come and go, but enemies accumulate" comes to mind. Moreover,
as in personal life, much is the same in business..... It takes much less effort to preserve one's reputation, than it does to restore it.

Thankfully, our manufacturer weeds out the bad apples in the interest of their end users. This, in itself, is a fine example of customer support.

Caveat emptor.
 
I seem to be having a problem with the same dealer. We got a great deal on our 1999 330SS in September, and they let us use a slip at their Virginia location for free for quite a while. But then I ordered some minor parts in October, which I still haven't seen. The dealership has stopped returning my calls (both locations), and when I called Formula asking about the order, they claimed that no order had ever been placed. The sales manager at the location in question told us that he took the job with the understanding that he was going to have to change the culture at the dealership because they had had customer relations problems in the past. Still a work in progress, I guess. I'm starting a new program: I'm going to call both the dealer and Formula every day until I get some satisfaction. From what I read here, I'm sure Formula will come through.
 
DRYNOC,
THERE ARE PLENTY OF FORMULA DEALERS ON THE SITE THAT WILL BE GLAD TO ORDER PARTS FOR YOU.
IVANCIC IN CLEVELAND, GLENCOVE IN LAKE OF THE OZARKS, NORTH ATLANTIC MARINE GROUP, ETC. GO TO THE VENDOR AREA AND PICK ONE. YOU DON'T HAVE TO PUT UP WITH NONSENSE FROM A BAD DEALER.
 
drynoc, since you are not dealing with a warranty situation, I would say cut your losses and call one of the other recommended dealers GSENT mentioned. From my own personal experience I would say call Brian at Ivancic in Cleveland. You will have your parts in a timely manner and without the angst you are going through now. Formula will not sell you parts direct anyway, they will only give you parts numbers for what ever it is you need. When you go through Ivancic they will have your parts drop shipped to you. Good luck.
 
drynoc said:
I seem to be having a problem with the same dealer. We got a great deal on our 1999 330SS in September, and they let us use a slip at their Virginia location for free for quite a while. But then I ordered some minor parts in October, which I still haven't seen. The dealership has stopped returning my calls (both locations), and when I called Formula asking about the order, they claimed that no order had ever been placed. The sales manager at the location in question told us that he took the job with the understanding that he was going to have to change the culture at the dealership because they had had customer relations problems in the past. Still a work in progress, I guess. I'm starting a new program: I'm going to call both the dealer and Formula every day until I get some satisfaction. From what I read here, I'm sure Formula will come through.
Click to expand...

If you would like to e-mail me the parts you would like to purchase, I will see what we can do for you. send it to slemens@glencovemarine.com. Merry Christmas and a Happy New Year to everyone!!!
 
The guy at the Virginia location of the MD dealer in question called me today to tell me that he had the parts in. Unfortunately for him, I had already ordered the parts from another dealer and got them in in less than a week. He also confirmed that the MD dealer is bankrupt and going out of business. He is going to open his own business at the Virginia location.

I won't go into all the details here, but it turns out that my parts were never ordered until last week, and that was done without telling me. They let us use a slip at the Virginia location for a never agreed upon time period, and then suddenly kicked us out without even a day's notice. Fortunately, we were about to leave anyway. The guy at the Virginia location told me some other things that I don't want to repeat here (hate to kick a man when he is down) but it sounds as though they had bankruptcy coming.
 
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