I purchased, recieved and installed a rebuilt engine from SBT. The engine didn't even finish the break-in procedure and failed after approx. 1 hour of running time.
I notified SBT of my problem, have removed the defective engine, and have been waiting for a call tag to return ship the defective engine for over 1 week now.
I called and spoke to Julie today about expediting the process of getting a new (rebuilt) engine and offered to pay for the new engine to be shipped out to me immediately, and to be reimbursed when the defective engine was recieved back by SBT.
Instead I'm being told this is being treated like a warranty and that I need to provide packaging to have the engine shipped back and that I will be sent another call tag, beacuse somehow the original call tag got lost.
In addition, I am being told that I would have to pay a 10% restock fee to return the defective engine if I were to buy a new engine.
I own & operate a service business and do not understand your policy.
The engine you sent me is defective. I'm not happy about the time & energy I've wasted installing & removing the defective engine, and hoped you could accomodate my needs.
We have a family vacation planned in 2 weeks and were hoping to have had the seadoo up & running by now.
What can you do to expedite getting me a good engine?!
I would like nothing better than to be satisfied by your service!
****Just got a call from Julie who said "they" have decided to authorize shipping out another engine, charging my charge card, and refunding the charges 100% when they receive back the defective engine.
Thank you for coming through for us! Chances are good we'll have our seadoo up & running for the family vacation!!
***Thank You SBT***
8/7/03
We got the seadoo running for the family vacation & have been taking it out a couple of weekends each month the past two months.
Just got back from 1 week on Lake Mead, Nevada. Seadoo has been running excellent w/replacement engine performing awesome.
Although things were a little rocky in the beginning of our experience, in the end, SBT pulled through for us & delivered 5 Star Customer Service!!
Thanks again guys!
[ August 07, 2003, 02:04 AM: Message edited by: Lance Riddle ]
I notified SBT of my problem, have removed the defective engine, and have been waiting for a call tag to return ship the defective engine for over 1 week now.
I called and spoke to Julie today about expediting the process of getting a new (rebuilt) engine and offered to pay for the new engine to be shipped out to me immediately, and to be reimbursed when the defective engine was recieved back by SBT.
Instead I'm being told this is being treated like a warranty and that I need to provide packaging to have the engine shipped back and that I will be sent another call tag, beacuse somehow the original call tag got lost.
In addition, I am being told that I would have to pay a 10% restock fee to return the defective engine if I were to buy a new engine.
I own & operate a service business and do not understand your policy.
The engine you sent me is defective. I'm not happy about the time & energy I've wasted installing & removing the defective engine, and hoped you could accomodate my needs.
We have a family vacation planned in 2 weeks and were hoping to have had the seadoo up & running by now.
What can you do to expedite getting me a good engine?!
I would like nothing better than to be satisfied by your service!
****Just got a call from Julie who said "they" have decided to authorize shipping out another engine, charging my charge card, and refunding the charges 100% when they receive back the defective engine.
Thank you for coming through for us! Chances are good we'll have our seadoo up & running for the family vacation!!
***Thank You SBT***
8/7/03
We got the seadoo running for the family vacation & have been taking it out a couple of weekends each month the past two months.
Just got back from 1 week on Lake Mead, Nevada. Seadoo has been running excellent w/replacement engine performing awesome.
Although things were a little rocky in the beginning of our experience, in the end, SBT pulled through for us & delivered 5 Star Customer Service!!
Thanks again guys!
[ August 07, 2003, 02:04 AM: Message edited by: Lance Riddle ]
Comment