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Customer Comments
To: Mercury Customer Satisfaction
Dear Sir or Madam,
It is with great pleasure and satisfaction that I return the enclosed
Customer Satisfaction Survey. I wish to add specific praise to the
favorable ratings I have indicated on the survey.
The dealer for that ultimately fixed my engine problems is G & S Marine in
Buzzards Bay, Massachusetts. The service personnel at G & S are
unparalleled in attention to customer satisfaction. It is without
hesitation that I commend them for a job well done.
I bought my motor from another dealer, I-Boats.com, an online reseller.
The motor was a ‘program motor,’ a one year old unit resold by I-Boats.com
after returning from a lease. I-Boats sold this motor with a 3 year
Mercury warranty. I had other Merc outboards and thought, if Mercury
will stand behind it, great.
When the motor arrived, it was still in the dead of winter so finding out
how well it was going to perform was awaited with much anticipation. As
spring arrived I fitted the unit to the hull, launched, and noticed some
issues with performance I brought the boat and motor to a local Mercury
dealer and had them go over all systems. It coast me a new propeller and
Mercury paid for the replacement of some ignition parts as well. For that
season, the motor ran, but poorly. We made do as it was seemingly ok.
The next spring, good & early, it was sent to a dealer near to my house,
namely USA Marine in Worcester, MA. Here it sat for weeks and weeks as
the service department kept promising me they would get to it and
continuously breaking those promises. Eventually, 8 weeks after it was
originally promised, it came back to me. Into the water it went and
immediately it would not operate correctly. Not a good experience. I had
told USA Marine that I suspected a carburetor problem. They rebuilt the
carburetor. Well, now I really had a problem. I was told I could bring
it back and maybe they could look at it in a mouth or two. Well, I was
hoping to use the boat during the summer and not have it spend the entire
time in the shop.
Since the boat is kept on Buzzards Bay, I call G & S Marine to plead for
help. The person who answered the phone, to my surprise, was a neighbor
of mine! Well, he helped to schedule my engine in for service as soon as
possible. This was one week before Memorial Day. The service manager
said he would do everything possible to have me boating on Memorial Day
weekend. Well, I was out on my boat on Memorial Day weekend just like
they said. They woo worked on the carburetor. However, despite the fine
effort on the first try, it did not address he problem. Back in the boat
came. It was determined that the entire carburetor must be defective.
The replaced the unit and I had the boat back in no time at all.
It has been running fine ever since. Really, this is the first time it
has been running fine. G & S was the only service organization that took
the time to figure out what was wrong. They did everything they said they
would, delivered on time, and made a tremendous impression on me.
If Mercury is in the habit of giving service awards to dealers, G & S
deserves one.
Sincerely,
David C.
Dear Gary,
Please accept this letter of accolade for one of your outstanding
employees, Meric Goddu. As one of your newest customers, we wanted to
tell you about the wonderful experience we had buying our first boat from
Meric.
We are brand new to the boating world and have looked at boats for over 2
years. We knew we really wanted to buy a boat, but never felt comfortable
with the whole process, and worried that learning how to use the boat,
trailer it, take care of it, etc. were going to be really difficult.
We stopped by G&S one September weekend because we saw the boats as we
were driving by. We planned to just look around and get some information.
Meric greeted us and answered all our questions. He quickly assessed the
type of boat we were looking for and comfortable with, and pointed out the
perfect boat for us. Everything was on a friendly level, no high
pressure, and his enthusiasm for boating spilled over onto us. He
patiently answered all our questions and explained how easy it was to care
for the boat, learn to use it, and that G&S would be taking us out on a
seal trial and available at any time for questions or concerns. For the
first time we felt excited rather than apprehensive about owning a boat!
Needless to say, we put a deposit on our 19' Bayliner cabin runabout the
next week, and have been enjoying 2 months of fun and excitement. Meric’s
instructions were clear and easy to follow, plus we’ve called him a number
of times with additional questions, which he answered enthusiastically and
patiently. I was most touched when Meric gave us his cell phone number
after our sea trial. He knew we were still a little nervous about taking
the boat out alone for the first time, and wanted to be sure we had
someone to call if we had a question out on the water. The reassurance
was priceless.
We (reluctantly!) brought our boat in for winter storage a week ago and
we’re eagerly awaiting the spring so we can pick it up and continue our
fun new family hobby. I believe we never would have “taken the plunge” if
it had not been for Meric. We look forward to many years of happy boating
and a great relationship with G&S Marine, and have enthusiastically
recommended G&S, and specifically Meric, to all our friends looking for a
boat.
Thanks for a great experience,
Kristin and Peter McG.
To G & S Marine
Thank you for my recent boat buying experience!!
It all began in early April of this year. It was 6 a.m. on a Saturday and
I was prepared for a great day of fishing with my son and a friend. We
launched my center console and were excited to start our 2006 fishing
experience. However, the fish gods had another story line... the engine
would not start. What was the problem, old fuel, bad plugs or gummed up
filter.
What to do!? Early morning 7:00 a.m.....Saturday... is fishing cancelled?
I thought, “G & S Marine is right around the corner. I am not sure
anyone is there at 7:00 a.m. I have never been there, but maybe someone
could help.” I pulled in and noticed someone walking across the parking
lot. I called out and Ryan came over and introduced himself. He was just
starting his day and they were not open yet. However, he turned on the
lights and gathered some new spark plugs and filter to try to help us. I
put everything in the boat and tried the engine again. It still did not
start. The G & S guys were at the ramp launching a boat and walked over
to help. They all took a look and fixed the problem, a stuck choke on the
spot.
I started looking for a new boat during the end of the fishing season. G
& S Marine immediately came to mind. Any company who takes care f a
person, who is not a “regular” customer, would be a great company. I was
right! The experience and professionalism G & S Marine extended to me
made my new boat purchase even better. The ability to shop for a boat
locally and have so many people who care made a big difference.
G & S Marine may not be a household name like Roto-Rooter yet, however, it
should be the first name of choice if you live here, work here, and play
here. They love boats as much as we do!!
Thanks G & S Marine!
Keith V.
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