dhays
Guru
- Joined
- May 26, 2015
- Messages
- 9,046
- Location
- United States
- Vessel Name
- Kinship
- Vessel Make
- North Pacific 43
I have discussed the trials I have had getting my engine to run well in another thread. I'll add to that after tomorrows work is completed. However, I wanted to pass along an experience this morning with the first shop that I initially dealt with.
The essentially screwed up. I had asked for service on my Cummins engine from their Cummins tech using the Cummins software. Well, they had problems getting that done. Cummins tech was out on an L&I injury. Cummins software wasn't working properly. The scheduling got screwed up. The mechanic they did send was not experienced with Cummins electronic engines.
They came to the boat 3-4 times. They replaced a lift pump that didn't need to be replaced. They finally told me they would call me back after they got their software and personnel squared away. Well this morning, a month after I last talked to him, I got a call from the shop manager.
The first thing he said was "I am sorry it has taken so long. We finally have the software working and have our Cummins tech back working." Then he asks; "Do you still need us to fix your boat or did you call Cummins and have them take care of it?"
I told him that I did call Cummins and they are taking care of it. He tehn told me that he was really sorry they weren't able to take care of my problem. He would not charge me for the mechanic time or for any of the parts used and installed. He wished me well and hoped that they could provide service for me in the future.
I was impressed. I never had to complain. He knew they dropped the ball and took complete responsibility for it. There was never a question of me paying for the time, travel, parts, etc that they did provide. Certainly an argument could be made that they did provide some service that should be paid for but that never came up.
So, if I need simple mechanical services, I will consider useing them again. Probably not for diagnosing a confusing problem with the electronic engine however.
The essentially screwed up. I had asked for service on my Cummins engine from their Cummins tech using the Cummins software. Well, they had problems getting that done. Cummins tech was out on an L&I injury. Cummins software wasn't working properly. The scheduling got screwed up. The mechanic they did send was not experienced with Cummins electronic engines.
They came to the boat 3-4 times. They replaced a lift pump that didn't need to be replaced. They finally told me they would call me back after they got their software and personnel squared away. Well this morning, a month after I last talked to him, I got a call from the shop manager.
The first thing he said was "I am sorry it has taken so long. We finally have the software working and have our Cummins tech back working." Then he asks; "Do you still need us to fix your boat or did you call Cummins and have them take care of it?"
I told him that I did call Cummins and they are taking care of it. He tehn told me that he was really sorry they weren't able to take care of my problem. He would not charge me for the mechanic time or for any of the parts used and installed. He wished me well and hoped that they could provide service for me in the future.
I was impressed. I never had to complain. He knew they dropped the ball and took complete responsibility for it. There was never a question of me paying for the time, travel, parts, etc that they did provide. Certainly an argument could be made that they did provide some service that should be paid for but that never came up.
So, if I need simple mechanical services, I will consider useing them again. Probably not for diagnosing a confusing problem with the electronic engine however.