Boatfix Help Desk Problem?

K

ksavoie

Member
Joined
Jun 7, 2007
RO Number
26675
Messages
4
Anyone know if Boatfix is having problems with there help desk? Issued a ticket 3 days ago and still have not received an answer.

Kevin
 
That's unusual. Try an inquiry with the ticket #.
 
Try calling (609) 625-9424, extension 204 and asking about it. This time of year, they're simply swamped with orders and customer service inquiries, so they aren't ignoring you - it just takes a while to get back to you.
 
I have tried all the phone numbers for the last 3 days and haven't talked to a live person. All I get is a answering maching. Did they close down? Are they on Vacation?
 
Wish I had that ext.# a long time ago. The help desk has repeatedly been little help to me in the 5+ weeks I've been waitng for a Bennett trim tab Rocker Switch. Message today says "order finally shipped" but they still did not include any of the long-promised tracking info. I strongly suggest trying that ext.# to see if you can talk to a human if at all possible. B/F no longer makes that easy.
 
CS hasn't been nearly as good since Tony left. I think new CS are still on the learning curve at a very busy time of year!
 
If you have a problem getting through, call me at ext. 250.
 
Thanks very much for posting that ,Les. Previous multiple requests for a human phone number were ignored. If the switch is still MIA in a couple more days I'll give you a buzz. BoatFix orders are usually impressively prompt but this has happened before. Seems like when they get lost, they get really lost.
 
Hey there you go, call Les; he'll put his "grump stamp" on it.

Really though, they have only so many people to do all the work and they're already working pretty long hours. If any of you remember last summer, same thing; they became overrun with orders and customer service requests for a while. They're doing the best they can but each of them only has two hands and two ears. Please try to have a little more patience. I realize that this time of year, everybody is in a panic to get their parts and get them installed for the next upcoming weekend - but in at least some cases, the parts could/should have been ordered long before summer ever got here...
 
Kevin, I sent you a note with a couple of options.

Vic, thanks for the "defense" but staffing is our problem, not the customers. Sandy is right. 95% of the orders go through the system, ship the same day or next and that's it. But when an order gets screwed up, it gets screwed up badly. A couple of weeks ago we shipped a 117 lb. box that weighed 12 lbs when UPS returned it to us. Needless to say, there are boat parts scattered around somewhere.
 
Thanks for responding Les!

When you don't hear anything for a few day it makes you feel like system isn't working or maybe I did something wrong. Anyway I understand your pain with being overwhelmed.

I respond to your email if I was supposed go back to the help desk please let me know.

Thanks Again!
 
I ordered a new starter on Tuesday and it showed up today. Even though the shipping info was not available on Boatfix, I was pretty pleased when I got home and saw the shipment was here. Uunfortunately the new starter has a cracked housing so it looks like no boating this weekend.
 
My <2 lb , originally "3-day UPS" order arrived this evening via UPS Ground after 36 days around the world. I envy the adventures it must have had. All is well with the world once again.
 
All is well here too. I showed the starter to my wife last night and she suggested I put my glasses on. It turns out that what I saw as crack in the housing was actually some kind of glue used in the manufacturing process that had dripped down the side.
 
I placed an order wed evening and I'm concerned that the package tracking system does not show any tracking info yet. But then I've gotten so many orders from boatfix the next day that I've been spoiled rotten...

I'll be keeping my eye out for UPS today anyway.
 
quote:
Originally posted by Capt Quahog

All is well here too. I showed the starter to my wife last night and she suggested I put my glasses on. It turns out that what I saw as crack in the housing was actually some kind of glue used in the manufacturing process that had dripped down the side.
Click to expand...

Good thing you didn't return it! Have fun boating this weekend. Better wear your glasses too! [:-tophat]
 
OK, Les, I'm getting frustrated!

Finally got a response from helpdesk last week saying extension cable was back ordered (Order #85470.) Hard to imagine an item like that would be back ordered, but I've been checking for tracking information and still nothing.

Can I get an ETA on my cable, please? My boat's in my driveway instead of the slip, and that's just WRONG!!

P.S. Tried to use the PM function for you, but got a response that "Les" was an invalid RO name.

Thanks, Les
 
Speedo, there are two major problems right now - Lowrance and Northstar/Navman. Lowrance is the worst. There are literally dozens of Lowrance products that are backordered. As you say, an extension cable is something normally stocked. But when the cables are ordered and the manufacturer doesn't ship them, there's not a lot we can do. I also checked with three national wholesalers and no one has any. If find one somewhere, just tell us and we'll cancel the order. An unshipped order does us no good whatsoever. The latest promise from Lowrance is the end of this month.

As an FYI for everyone else, Navico, part of the Simrad group, bought Lowrance/Eagle in 2006 and bought Northstar and Navman in March of this year. So we've got Garmin down in the Cayman Islands, Simrad et al in Sweden, Raymarine in the UK and Furuno in Japan.
 
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