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AC2717 · 07-21-2008, 09:48 AM

To often, which is sad and in some ways shows how the world is today, we hear of bad experiences at stores, out ot eat places, marinas, and the like, so I wanted to post a Kudos to Thurstons for doing everything they possibly could to get me back out on the water on Friday.

Thursday night I spun a prop, or what I thought I did (turns out I did that and some more, did not hit anything though). I had sea tow bring me in Friday morning at 9am on the dot, Props to the SeaTow captian out of the Chanel as well for getting up early and being there when he said he would, and the fast kind curtious service as well. Got into thurstons and in 5 minutes the hoisted the boat with a fork lift, got behind the boat and put the new one on, charged me for 20 minutes of larbor but I did not care because the ran a quick check on the stern drive and then used my own prop on the boat that I gave them to put on. I got out past the chanel marker and same thing happened. Limped back to them and I ended up purchasnig a new prop at a discount, which I did not ask for, and they did not charge a labor cost. Anotehr 15 minutes I headed back out, Got past the chanel marker and same thing happened again. Bruce Thurston and Chandler (serivce Manager) and Nick who is Bruce's son that is oung but extremly knowledgeable look at me and say " what did I do know) so then I explain what happened. Bruce looks at me and said not only did I spin the prop I also at the same time spun the coupling that covers the spine. I ask how much they tell me it is very involed, have to take out the back seat and then pull the engine to get to it all day job, anywhere from 5 to 8 hours depending, which is totally understandable when having to pull the engine. Mark Thurston even came down to apologize for the problems and was going to make sure they do everything they can to help on the Labor time, even though I bought the boat form them 2 years ago and this was just a wear and tear issue, we were talking about a demo but I did not want the responsability of a new one and I would not waterski on a unfamiliar boat anyways.

I asked if there was anyway to overnight the part cause I will not be up until Labor day. Chandler hopped right on the phone and called the distributor, they would not send it over night said they would not be able to get to it, then he called another Cobalt dealer in MA and unfortunalty they did not have the part. They were trying to get me back on the water on Saturday Morning. So we lucked out there and I went back to my cottage in a car. A couple of hours later I drive back up there and ask to get some stuff out of the boat, it was on a rack while they were wating for the part which is probably there today, they went and pulled it down for me and helped me get the water skis and my daughter's life jacket out of it. I received a call on Saturday morning from Chandler to give me a update status, which I did not ask for. They had already pulled the engine had the part on route and he gave me a SOLID celing price, also while they are in there they are going to do other things as well. It was just over $1,200 including $219 in parts. It is expensive but I know it is a big time job just to get at what is basically the cheapest part they have to replace. I told them I would not be up to Labor day will you charge me for storage as it wil be sitting there till then, they said no, then I asked when do you want me to pay you, and he let me know that I do not have to pay them until Labor Day weekend when I return, even though the boat will be ready this week! Give me plenty of time to make up that extra cost.

By the way the boat is a 1988 Cobalt with just over 1000 hours on it, it is in beautiful shape and the repair was a lot cheaper than buying a new one.

So Kudos to Thurston's and all their staff, the take the cake and 1st place in my book for Customer Service in any catagory. And I am serious when I say any catagory, they have been extremly helpful from the moment I called to inquire about the boat before I purchased it. I will buy from them again, and only them

07-21-2008, 09:48 AM	#1
AC2717 Senior Member Join Date: Apr 2007 Location: Maynard, MA & Paugus Bay Posts: 2,523 Thanks: 747 Thanked 344 Times in 257 Posts	Kudos To Thurston' Marine To often, which is sad and in some ways shows how the world is today, we hear of bad experiences at stores, out ot eat places, marinas, and the like, so I wanted to post a Kudos to Thurstons for doing everything they possibly could to get me back out on the water on Friday. Thursday night I spun a prop, or what I thought I did (turns out I did that and some more, did not hit anything though). I had sea tow bring me in Friday morning at 9am on the dot, Props to the SeaTow captian out of the Chanel as well for getting up early and being there when he said he would, and the fast kind curtious service as well. Got into thurstons and in 5 minutes the hoisted the boat with a fork lift, got behind the boat and put the new one on, charged me for 20 minutes of larbor but I did not care because the ran a quick check on the stern drive and then used my own prop on the boat that I gave them to put on. I got out past the chanel marker and same thing happened. Limped back to them and I ended up purchasnig a new prop at a discount, which I did not ask for, and they did not charge a labor cost. Anotehr 15 minutes I headed back out, Got past the chanel marker and same thing happened again. Bruce Thurston and Chandler (serivce Manager) and Nick who is Bruce's son that is oung but extremly knowledgeable look at me and say " what did I do know) so then I explain what happened. Bruce looks at me and said not only did I spin the prop I also at the same time spun the coupling that covers the spine. I ask how much they tell me it is very involed, have to take out the back seat and then pull the engine to get to it all day job, anywhere from 5 to 8 hours depending, which is totally understandable when having to pull the engine. Mark Thurston even came down to apologize for the problems and was going to make sure they do everything they can to help on the Labor time, even though I bought the boat form them 2 years ago and this was just a wear and tear issue, we were talking about a demo but I did not want the responsability of a new one and I would not waterski on a unfamiliar boat anyways. I asked if there was anyway to overnight the part cause I will not be up until Labor day. Chandler hopped right on the phone and called the distributor, they would not send it over night said they would not be able to get to it, then he called another Cobalt dealer in MA and unfortunalty they did not have the part. They were trying to get me back on the water on Saturday Morning. So we lucked out there and I went back to my cottage in a car. A couple of hours later I drive back up there and ask to get some stuff out of the boat, it was on a rack while they were wating for the part which is probably there today, they went and pulled it down for me and helped me get the water skis and my daughter's life jacket out of it. I received a call on Saturday morning from Chandler to give me a update status, which I did not ask for. They had already pulled the engine had the part on route and he gave me a SOLID celing price, also while they are in there they are going to do other things as well. It was just over $1,200 including $219 in parts. It is expensive but I know it is a big time job just to get at what is basically the cheapest part they have to replace. I told them I would not be up to Labor day will you charge me for storage as it wil be sitting there till then, they said no, then I asked when do you want me to pay you, and he let me know that I do not have to pay them until Labor Day weekend when I return, even though the boat will be ready this week! Give me plenty of time to make up that extra cost. By the way the boat is a 1988 Cobalt with just over 1000 hours on it, it is in beautiful shape and the repair was a lot cheaper than buying a new one. So Kudos to Thurston's and all their staff, the take the cake and 1st place in my book for Customer Service in any catagory. And I am serious when I say any catagory, they have been extremly helpful from the moment I called to inquire about the boat before I purchased it. I will buy from them again, and only them __________________ Capt. of the "No Worries"