Rudness and Poor Service at the MacGregor Factory

[Mark Prouty]

I'm having gelcoat repair done on my mac. I gave the guy working on the boat the factory telephone number from their web page. He needed to know what color code to use. He said the factory was rude. He said that they told him they don't keep a history of the colors they've used. He finally got a color from his supplier. I have some questions.

1. It seems to be the consensous that the factory is rude. Whats with that?

2. Is keeping records like color codes beyond the level of service I should expect from the MacGregor factory? Maybe that level of service is normal in the boating industry.

2. I'm concerned that there will something I'll need in a bind that I can only get it at the factory and they won't be helpful. Could that happen or are there enough third party sellers for everything?

[TonyHouk]

Mark,
I am surprised of the service that you had with the factory. Every time I have called them they seem to provide great service. I did call to ask about gel coat one time and got the same answer. I guess they use the same stuff all the time. Next time you call speak to Bill. He is very helpful. Sorry to hear it and happy sails, Tony

[Paul S]

I'm having gelcoat repair done on my mac. I gave the guy working on the boat the factory telephone number from their web page. He needed to know what color code to use. He said the factory was rude. He said that they told him they don't keep a history of the colors they've used. He finally got a color from his supplier. I have some questions.

1. It seems to be the consensous that the factory is rude. Whats with that?

2. Is keeping records like color codes beyond the level of service I should expect from the MacGregor factory? Maybe that level of service is normal in the boating industry.

2. I'm concerned that there will something I'll need in a bind that I can only get it at the factory and they won't be helpful. Could that happen or are there enough third party sellers for everything?

I have called the factory a couple of times. Rude does not really begin to express their attitude. Their email attitude is not a whole lot better.

Guess it is SOP

Paul

[craiglaforce]

That surprises me, They have always been excellent to deal with when I have called them. Maybe they were just having a bad day. Happens to everyone occasionally.

[Frank C]

The mac factory is a family business, albeit rather a large one. I have never been able to reach them by email, but a phone call (4 or so times) has always been transferred to Bill Snedekker (sp>?) who has been the essence of helpful friendliness.

Strange to have such diverse results, eh?

[Paul S]

The mac factory is a family business, albeit rather a large one. I have never been able to reach them by email, but a phone call (4 or so times) has always been transferred to Bill Snedekker (sp>?) who has been the essence of helpful friendliness.

Strange to have such diverse results, eh?

I remember calling well before making the purchase, I was not super impressed. Any question I asked...He ended every sentence with ' just call your dealer' . Was concerened about buying a boat 'Mail Order' since there is no brick and mortor building. He did not give me a warm and fuzzy feeling.

It got worse when I asked about issues with the mast foam, etc. Also asked about things like should I expect dealer purchased accessories to be installed (roller, etc)...He just got huffy...like I was taking him away from happy hour...

Guess they have enough buyers that they don't need to make everyone happy..

I just hope the boat lives up to our expectations in time. It is either going
to be great..or a mistake of epic proportions. I am optimistic.

Paul

[greybird-M]

Well,
I had to call the factory a few months back to ask about 'lines-led-aft',
which was a dealer installed option (or was supposed to be). Bill was not in, but did get back to me that afternoon. Basically he told me that the the aforementioned option was indeed a dealer installed option and that he could not help me (to explain what was to be installed).
My dealer was (probably still is) the absolute worst dealer I could have picked. My $225 option (lines-led-aft) consisted of two clutch cleats-that's it! Not a word on how to rig anything! I have since installed my version of lines-led-aft. My dealer left me high and dry. My point is, if the Mac factory is going to bounce you back to your dealer, you had better make sure that you have a decent dealer in the first place, as otherwise it will be totally up to you to straighten things out. Thanks again to Heath and the other fine Mac sailors on this board for providing a forum for sharing information that would be very diffficult to come by otherwise.