A little annoyed with Glendinning

[Boatsb]

Try another dealer. I am pretty sure there is more than one. Dave offered to help why not have him get you the parts?

FYI buying anything at worst morons is not supporting the local shops. In fact it is more like hurting them.

 

[jim rosenthal]

As I understand this, Mike DID call Glendinning directly and determined what he needed, with their help; they then declined to sell him the bits he needed to fix the boat. They gave him the part numbers and directed him to call the local dealer, who has been unresponsive to Mike's calls.

I believe this defines poor quality customer service. I think Mike has done what was asked of him and has nothing to show for it except a bunch of unanswered phone calls and the unrepaired problem. What might be a constructive alternative, although maybe not in time for THIS problem, is for Sam's to become a dealer for Glendinning parts; that might facilitate getting repair items for their systems. If I am not mistaken, Glendinning commented that they would drop ship the parts to Mike once they got an order for them- from the dealer. (the dealer who won't return phone calls) If Sam's Marine were a dealer for Glendinning, things might be simpler. At least, in that instance, both parties would answer the phone.

 

[Walter P]

Jim,

Excellent suggestion Re., having Sam's marine become a dealer for Glendinning. I still think another call to Glendinning, specifically to Paul G., to explain the problem would help at this point. I know about the original call, but they (the company) probably are not aware of the inept dealer that Mike has been trying to motivate. Many years ago I needed some service on my Glendinning on one of my trips from NJ to Fla. Not having a clue as to what was wrong, I called Glendenning and I got Paul on the phone who tried explaining what to do. Not being a rocket scientist, particularlly with their units, I suggested that perhaps I could just disable it until I got to Fla. He asked where I was at the time and I told him. He asked me if I would be in the area of Little River, SC overnight to which I said yes. We made arrangements to be at a specific marina and Paul himself drove over at 7 AM the next morning with his tool satchel and a bunch of parts. (and a box of fresh donuts). He overhauled my unit right on the spot, made necessary adjustments and sent us on our way. The unit has worked flawlessly ever since and by the way, there was no charge

While I'm not suggesting that my experience was standard procedure, my opinion of Glendenning Company is very positive and I would be surprised if a call to Paul or someone else in upper management doesn't get positive results.

Walt

 

[Boatsb]

Walter the idea of SAMs as a dealer would be great if they put technicians on the road. Selling parts for others to install on these old boats is supporting the owners but for a manufacturer to have a company selling and servicing the mechanical items is more important

 

[jim rosenthal]

I understand. But it might be possible for Sam's to make an arrangement with Glendinning where Sam's could serve as the necessary intermediary in order to get parts drop-shipped to Hatteras owners who need service items.

Failing that, Glendinning's dealers need to be more conscientious about answering phone calls and taking care of boat owners who are trying to keep their Glendinning equipment running.

 

[MikeP]

I called Glendinning earlier today, telling them about the non-responsive dealer and asking them for another dealer in the local area. They are going to call me back.

I also talked to Mike at Sams. As expected, they don't stock any of those parts and Mike suggested I call Glendinning. I didn't see any reason to get into explaining. He also suggested that any local speedometer shop could make up the parts. Hmmm...

 

[captddis]

This thread reminds me of when I read the Mars and Venus book. They just want to whine, not solutions.

 

[Boatsb]

I understand. But it might be possible for Sam's to make an arrangement with Glendinning where Sam's could serve as the necessary intermediary in order to get parts drop-shipped to Hatteras owners who need service items.

Failing that, Glendinning's dealers need to be more conscientious about answering phone calls and taking care of boat owners who are trying to keep their Glendinning equipment running.

Find a responsive dealer. Forget the other one. I bet if you have a relationship with a service provider in your area you will get better responses. No one can make enough to survive on just a few parts sales.

Sams has niche items that are hard to find and usually priced accordingly. Most people on the site call them when all else fails. Others would rather take a chance on ebay than pay their prices. If they have what you need why don't you just buy it there? Simple there will always be someone to sell it cheaper as long as they do not need to do much to support it or you.

 

[MikeP]

Chris at Glendinning called me a few minutes ago. He apologized for the lack of the dealer response and said they would be happy to ship the order directly to me. So that's what's happening. I paid the retail price for the parts, which is fine. So for those concerned, they are not undercutting their dealers.