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Old 06-18-2020, 01:37 PM   #1
twentworth12
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Default Expectations for boat repairs at Goodhue Hawkins?

I'm looking for a sanity check on an ongoing boat repair.

I bought a 2014 Cobalt R3 from Goodhue Hawkins in late May. The boat was in good condition but on my first trip I found two issues: 1) The fuel gauge and speedometers weren't working and 2) There were a bunch of blown speakers. Goodhue Hawkins offered to fix these for free.

So, I left the boat with them on May 30th for the repair and they've had it the entire time outside of one weekend. But today I learned that they still haven't made any progress and they can't give me a timeline.

- Does it usually take this long to get a boat fixed at a dealer?
- Is poor communication the norm with boat dealers? I've had to relentlessly call and text Goodhue Hawkins almost daily to get updates (and of course, there are none).
- Is there anything I can do to speed this process up?

I'm pretty frustrated with Goodhue Hawkins but I wanted to get some feedback before I escalate.
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Old 06-18-2020, 02:48 PM   #2
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I understand that you are probably frustrated with the marina.

If I were you I would schedule a date to have the items repaired. Bring the boat to them on the agreed upon date and get the items taken care of within a day or 2. No reason to waste perfectly good boating days when the boat can be used the way it is.

In the meantime enjoy your boat. Get yourself a bluetooth speaker and a GPS app for your phone. Fuel up the boat every couple of trips out. That will get you some music and tell you your speed and you shouldn't run out of gas. That will take care of the issues until the minor repairs are made to the boat.

Anyway thats my 2 cents.
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Old 06-18-2020, 03:03 PM   #3
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Default Parts Delivery Delays

I've been in dry dock for over a month waiting for parts to come in. In my case, the boat is inoperable until the new parts arrive and are installed. Apparently, Big 'Rona is affecting how many people are working in the various factories, which is reverberating through the whole supply chain. At least, that's what I'm told by the marina, (whom I have no reason to doubt).

In your case, you can operate without a speedometer and fuel gauge, so I'd take the boat back and tell the marina to call you when the parts are in.

Good luck!
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Old 06-18-2020, 03:53 PM   #4
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Default Patience

Honestly, I think considering the times I would be more patient. It may not be their fault. If Covid19 has shut down any of their suppliers where they need parts from (speakers, etc, etc.) this could be part of the reason. Another could be their workforce...maybe they were furloughed, then called back but decided not to come back for whatever reason...

Goodhue and Hawkins has always had a good reputation. I would go see them in person and simply have a heart to heart with them to find out the issue.

Good luck!

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Old 06-18-2020, 04:11 PM   #5
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Default this is a tough year

I agree. Use the boat; no speedometer is ever needed. Carry an extra can of gas, or fill up every 'x' hours. When the work is satisfactory be sure to bring in some homemade cookies or a box of doughnuts. If you are really calling every day, stop.
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Old 06-18-2020, 04:31 PM   #6
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And if you find out that the speakers are in fact blown, and not an amp/wiring issue AND they will not cover them, don't buy any.

I've upgraded a few Benningtons from the stock Q-somethings and have some 6inch speakers laying around.
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Old 06-19-2020, 08:27 AM   #7
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Iíve been boating on the lake for almost 3 decades. Nothing against the marinas but Iíve always found them overloaded. Really itís not their fault, they are typically the most convenient so most people just go there. In all my years Iíve only not had a trailer for 2 and in that time I was one of those people who went to the marina for everything. Other than that I always tried to use off water services, in some cases 50 miles away from winni. (It was between winni and my winter home so it wasnít out of the way.)

Anyway, what Iíve found (this includes when I bought a brand new boat at a local marina) is that the marinas are too busy to provide good communication and timely service to everyone. So what happens is they have to pick and choose who they focus on. Even when using the marinas I always call, request what I want, ask for when they can do the work and how long it will take and only bring the boat in during that prearranged time. I would NEVER just drop off my boat (unless it wasnít running and was useless otherwise) because who knows when youíll see it.

When I have problems with them getting the work done I remind them (typically the service manager) that we had prearranged the drop off and duration. If something new was discovered I understand and I have the whole when and how long conversation again. Often they tell me a story about how busy they are or some other boat took longer or someone quit or whatever. I explain that I understand but that, just like my work, thatís for me to worry about and not my customer and then I say, when will you start the work and when will it be done. I follow that up with, if itís not started and done by then Iím going to have to take it elsewhere. Only once was I told to go screw. Typically they are willing to work with me.

Just my experience but I almost never have this type of experience with off water places. They seem to have lower volume so they can manager better. In fact right now Iím waiting for a date for some service from a local shop and Iíve received two emails letting me know they havenít forgotten about me and will get back soon.


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Old 06-19-2020, 08:39 AM   #8
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Default

Quote:
Originally Posted by twentworth12 View Post
I'm looking for a sanity check on an ongoing boat repair.

I bought a 2014 Cobalt R3 from Goodhue Hawkins in late May. The boat was in good condition but on my first trip I found two issues: 1) The fuel gauge and speedometers weren't working and 2) There were a bunch of blown speakers. Goodhue Hawkins offered to fix these for free.

So, I left the boat with them on May 30th for the repair and they've had it the entire time outside of one weekend. But today I learned that they still haven't made any progress and they can't give me a timeline.

- Does it usually take this long to get a boat fixed at a dealer?
- Is poor communication the norm with boat dealers? I've had to relentlessly call and text Goodhue Hawkins almost daily to get updates (and of course, there are none).
- Is there anything I can do to speed this process up?

I'm pretty frustrated with Goodhue Hawkins but I wanted to get some feedback before I escalate.
I had work done by G & H in May on a Cobalt that I purchased privately (Craigslist). I made the appointment in March to get in front of the spring surge. The work was done professionally and the cost was reasonable. Their communication could have been better as I had to call numerous times without a call back to find out if it was ready. Finally took a drive there on a Sunday and it had been sitting finished for a few days.
I get that springtime is busy but in your case especially, having purchased from them, you deserve better service. If you bought a new boat from them, I would guess it would have been different.
Was the purchase a consignment?
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Old 06-19-2020, 08:51 AM   #9
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Wasnít a consignment.

Iíll give them a pass. I just wish Goodhue Hawkins could have been more transparent.

And thanks to this forum, I found someone else who is coming over today to take a look.
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Old 06-19-2020, 09:59 AM   #10
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Consignment is a boat for sale by the marina that they do not own. Often called a broker boat since the marina acts as a broker
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Old 06-19-2020, 10:51 AM   #11
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I see too many people giving passes and making excuses for communication issues. Itís 2020 you canít answer the phone? If itís truly because your busy working, ok well than an email, text message or a call back isnít asking too much. Take a walk into majority of the service centers marine or auto and I guarantee youíll see atleast someone on their cellphone.

But- will totally agree majority of the marinas I have dealt with in the last 10 years are awful with exactly this.
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Old 06-19-2020, 11:19 AM   #12
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It's not just marinas. Everyone has a hard time delivering what they see as bad news but it always makes the situation worse.

Most businesses, and especially seasonal ones, want as much business as possible so they say yes to everyone but then invariably get overwhelmed.

A simple call or email or text is so easy but hiding seems to be the default.

Maybe I'm old school but I have been working on a long term project and getting near the end but taking way longer than it should. Emailed stakeholders and said "this is way more complicated than I thought and is taking a lot longer than I thought. I can't give a good time estimate right now but be assured I am doing all I can. Let me know if you have any specific questions"
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Old 06-19-2020, 01:33 PM   #13
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Quote:
Originally Posted by jbolty View Post

Maybe I'm old school but I have been working on a long term project and getting near the end but taking way longer than it should. Emailed stakeholders and said "this is way more complicated than I thought and is taking a lot longer than I thought. I can't give a good time estimate right now but be assured I am doing all I can. Let me know if you have any specific questions"
Taking longer often means more billable hours.
I would like to see you add "The extra time is on me to do my best work. It will not affect our previously agreed terms."
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Old 06-19-2020, 02:14 PM   #14
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Quote:
Originally Posted by Descant View Post
Taking longer often means more billable hours.
I would like to see you add "The extra time is on me to do my best work. It will not affect our previously agreed terms."
Good point but my work is internal to company departments so there is no money involved, just moving deadlines. They still get treated like a customer otherwise.

In the original posting it might be "we have been swamped and have not been able to start on your work. We will do it as soon as we can or we understand if you want to take it elsewhere"

silence is never a good option
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Old 06-23-2020, 03:18 PM   #15
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Have you tried emailing? I've found sometimes you can have more success and better results that way (especially if you go higher up the chain). I would write a kind but firm email telling your story.

Recipients should include your sales contact (whoever sold you the boat) and the service manager. If you still don't get a reply within a day, reply back to the same email this time with the General manager of the marina on CC.

If you spent as much $$ as you did on a boat they should make it a priority to help you.

They don't give you personal emails on the GH website but they give you a list of all the staff members and their roles within the marina and you can probably guess from there.

It's either :
firstname@goodhueandhawkins.com
firstname.lastname@goodhueandhawkins.com
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Old 06-24-2020, 12:36 PM   #16
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Default In Person

I would go there myself, if possible, to get this straightened out (Just don't go between noon and 1 as they are all off for lunch). G&H does fine work and they are reputable. If you speak with them, you'll get your answers.

I would not, however, email or call them. Our experiences over the years with them on this front proved to be very frustrating. They don't always pick up their voice mail. If the person on the phone at the front desk says they'll leave a note for so-and-so, for some reason that note never gets addressed. Email response can by quite slow.

Call ahead telling them you are stopping by, arrive, and they'll treat you with respect and expedience. As frustrating as communications can be with them, we continued to bring our boats there for service.
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Old 06-24-2020, 05:02 PM   #17
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Default Check your bills

Quote:
Originally Posted by twentworth12 View Post
I'm looking for a sanity check on an ongoing boat repair.

I bought a 2014 Cobalt R3 from Goodhue Hawkins in late May. The boat was in good condition but on my first trip I found two issues: 1) The fuel gauge and speedometers weren't working and 2) There were a bunch of blown speakers. Goodhue Hawkins offered to fix these for free.

So, I left the boat with them on May 30th for the repair and they've had it the entire time outside of one weekend. But today I learned that they still haven't made any progress and they can't give me a timeline.

- Does it usually take this long to get a boat fixed at a dealer?
- Is poor communication the norm with boat dealers? I've had to relentlessly call and text Goodhue Hawkins almost daily to get updates (and of course, there are none).
- Is there anything I can do to speed this process up?

I'm pretty frustrated with Goodhue Hawkins but I wanted to get some feedback before I escalate.
I used to go there a lot, when I was a new boater, because it was local.

I never had a service or repair that wasn't billed twice (the second bill sent after payment was received). Perhaps they have a lot of customers who have someone else pay their bills, and occasionally the double billing gets missed.

I've been a happy customer at Lane's End in Melvin Village for 10+ years.
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Old 07-07-2020, 09:08 PM   #18
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Sorry to hear about your cobalt. They have planned obsolescence built into them. Sell it and buy something else while you can, thatís what I did!
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Old 07-08-2020, 07:30 AM   #19
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Default As for speakers

Seems like most boat builders stick in automotive speakers to save cost. They do not stand up to the humidity. I've seen many blown speakers and were replaced by water resistance i.e. 'waterproof' speakers. Speakers will be something I would replace personally. I can pick my own speakers and they are very easy to install.

As for speedometer, if you have a smartphone with GPS, you can use it as a speedometer.
https://www.cnet.com/how-to/turn-you...an%20analog%20
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