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Author Topic:   BW Customer Service - Well Done!
wpr posted 06-23-2001 01:59 PM ET (US)   Profile for wpr  
Hello All,

I need share a recent experience I had with Boston Whaler Customer Service. I had ordered a bow rail for my 98 Montauk. I had it dropped ship to my house using an out of state BW dealer as the vendor for BW. The railing was delivered on time, however it should have been 65” wide at the rear and turned out to be 113” wide. Somewhere along the way it had been damaged. To make a long story short, the next morning when I called the dealer, the trucking company and Boston Whaler – well there was a lot of finger pointing going on. My point was only this “ I paid for a railing that would fit my boat and received one that did not”, no one was willing to belly up, take the stupid thing back and deliver a good one. That is until I found JIM ROHRBACH from Boston Whaler customer service department. Jim listened as I explained my story. He said he would take care of it. Jim was able to send a replacement railing to a local BW dealer for me to pick up. I did this, this morning and all is well. So Jim if you ever come across this posting Thank you. Taylor Marine was the out of state BW dealer who also was very helpful. My in state BW dealer wanted $225 more for the same railing than the out of state dealers – as such they did not receive the sale. (I guess it cost more to ship to Maryland than most states…right?)

Boston Whaler should be happy to have the dedicated personnel to maintain this level of customer satisfaction. Jim great job, thanks again.

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