MW Marine — Service Work
Don't get cheated by a dealer who doesn't care!!!
Sold my old boat (Ranger) through MW Marine of Hales Corners, WI and bought a brand new Ranger 519 from them. They have done what limited work the boat has needed in the past. Last fall, I wrecked my lower unit. While it was covered under insurance, insurance would only pay for an aftermarket gearcase. On the dealerships' recommendation, I spent about $800 out of pocket and put a re-man OE mercury lower unit on the boat. I also had them replace a water pressure gauge that was bad, and the drain plug had broken off (plastic). The motor itself ran fine, it was just the damage to the lower unit and the bad gauge that needed to be replaced.
I picked the boat up first used the boat opening day May 2. They had used a zip tie to attach the replacement drain plug on to the steering wheel. The problem was that they cranked it down so tight they damaged the steerting wheel! I put the plug in and dropped the boat in a lake. Immediately the motor didn't run right...vibration, wouldn't power up, etc. Extremely frustrated that it wasn't running right, I called MW's service department right there from the water. They said they were open until 4pm that and to bring it in. I did and when there told them how the steering wheel had been damaged. They noted that right on the work order as well.
MW called back the next day and said to come and pick the boat up. They had the motor fixed under warranty, but said they needed to talk to the owner about what to do with the steering wheel and they would have him call me back. No call back. I called and spoke with the service folks three different times and was told some of the delay was because the owner wasn't around, my steering wheel had been discontinued, etc. I told them to find one...as my original one that they had damaged was colored matched to the counsel and dash trim. Finally, they called back and said we have a wheel. I was out of town with work, so had my wife call them up about the wheel. The boat is stored on a local area lake where MW Marine now offers remote service so you don't have to bring your boat in.
My wife called them back and asked when they would be able to have someone available to go out and install the new wheel. The response was that all that was needed really was an allen wrench and it isn't that hard to do. They said they were NOT going to come out and replace it. My wife reminded them that the boat was bought at their store as a brand new order out, that we had done service work there, that she was there just a few weeks ago to by me some Ranger clothing, that we had just had the lower unit and other work done and that THEY had done the damage. It didn't matter to them.
So, in an effort to help save someone some grief and a poor experience, I'm sharing my story. I also got a Mercury Marine customer satisfaction form yesterday related to this job. I will be filling it out to reflect my lack of service experience.