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  • Customer Service???

    This is Bryan Glynn, sir.

    Aaron said one thing he shouldn't have, and that's that the motor should be warranted (as it is way out of warranty).

    Our Technical Manager Phil, the Warranty Manager Julie and myself were not aware of him stating this, and thus we will cover your engine.

    We appologize for the confusion and we certainly appreciate where you are coming from.

    Julie has been briefed on the situation, please call in to her for an RGA#.
    SBT Tech Support is here to help with your problems.
    We try to answer each question quickly and accurately.
    Please do not use Private Messaging for Tech Support, use the forums.

  • #2
    Bryan - Thankyou.

    Comment


    • #3
      thats impressive . SBT will cover an out of warranty , you wont find service like that at any dealer .

      over the years of working on PWCs i found most base gaskets that are blown out were from frezzing from improper winterizing . so you or anyone knows to make sure to winterize well alway run antifrezze { even if you dont think you need to } it wont hurt if you do , it just might if you dont .
      PRIDE IN SERVICE<br /> <img src="http://www.sbtontheweb.com/images/forposts/4609/1.jpg" alt=" - " />

      Comment


      • #4
        Fast - we are covering it because we said we would - it is not our normal policy, we made a mistake and are keeping our word.
        SBT Tech Support is here to help with your problems.
        We try to answer each question quickly and accurately.
        Please do not use Private Messaging for Tech Support, use the forums.

        Comment


        • #5
          I doubt this will remain long, but if it keeps one person from getting hosed like i did then it did it's job. I also tried to resolve this privately to no avail.
          I purchased an SBT replacement engine on 9-12-02, received it in a timely fashion, all seemed well. As it was going into winter, I did not install this engine until 4-03. All went well, a few minor carb issues, but all was worked out. We enjoyed our ride from 5-03 to 9-03 when we parked it for the winter. We ran 8 to 10 tanks of fuel through it, and had no obvious problems. The ski was stored for the winter in our garage.

          On 4-10-04 we got it out to get ready for the 04 riding season. It fired right up, no problems. We noticed water in the hull, and did not notice where it came from. After firing it back up, and turning on the water I noticed the water was shooting out of the base of the #2 cylinder. Upon closer examination I noticed that the base gasket was hanging “by a thread”, and that the #1 and #3 cylinder base gaskets were also apparently damaged. Please view the following links, and you can see what I mean.

          Piece of gasket from #2 Cylinder:
          http://www.netdot.com/hgp3/pwc/brokengasket.jpg

          Bad Gaskets on #1 & #3 Cylinder: http://www.netdot.com/hgp3/pwc/defectivebasegaskets.jpg

          On 4-16-04 I contacted SBT through email about the water leak, I received a fast response to my concerns by a tech named Aaron. He was very helpful, and seemed genuinely concerned. Following is a transcript of our conversation.

          My original email:

          I purchased a replacement motor on 9-12-02(invoice # 309207).We used it the summer of '03, it has had approx 8 tanks of gas run through it (40:1 pre-mix, adult ridden). I started it up last night in preparation for this season.... water is shooting out from the base of the middle cylinder. We live in east Texas, so I know it hasn't been frozen, and has been stored in a garage. I had hoped to get a little more life out of this engine when I purchased it.
          what parts, seals...etc am I going to need to correct this?
          very disappointed in your product,

          Aaron’s Response:

          Howard,
          Is there a way you can show me a picture of where it is leaking. All of our engines are tested for leaks prior to shipping. Either way it is warranted and you definatly should be able to get oem life or more out of your engine.

          My thoughts exactly.


          I responded with the following photograph, at this time the exhaust system was still installed, and I could not get a decent camera angle. I scanned an image from the SBT install guide I received with my engine, and circled the area that was leaking

          Photo of leak location: http://www.netdot.com/hgp3/pwc/sbt750.jpg

          Aaron’s Response:

          Howard,
          Make sure the exhaust manifold is torqued properly. It is very unusual for the base gasket to leak on these engines. We can do a warranty but usually it is exhaust that leaks.

          I Replied:

          That was my first thought also, but I am almost 99% sure it is coming from the base gasket. Also, the base gasket sticks out(it's like this on all 3) almost the full width of the gasket, not flush like the image in your install guide. I will fire it up again and double check where the water is coming from if need be. The attached image is a piece of the base gasket, it was hanging there by a thread. I can pull exhaust and take a picture if
          Need be.

          See above pictures.

          Aaron’s Response:

          Usually some sticks out but not usually that much. Please call Julie for a warranty.

          This was Friday afternoon almost 5 pm est. I waited to call Monday 4-20-04
          When I called I was transferred to Julie. I told her of my conversation with Aaron, and she proceeded to open a warranty ticket. Then she stated that it was out of warranty, I told her that I had told the tech when I bought it, and he agreed that there was a problem, and that it would be remedied. I asked her if she would like to discuss it with him (Aaron) and call me back. She agreed.

          I have yet to hear from her.

          Later this evening I received the following email from Aaron:

          Howard,
          I believe you spoke with Julie earlier today. If the engine is within its 1 year warranty we will gladly grant your warranty claim without a problem. If it is not within the 1 year warranty, you will have to buy a rebuild kit or new engine.

          By the tone of his last email, I guess Julie set him straight. Also I guess he didn’t read my first email.

          For those that have read this far, and viewed the pictures BUYER BEWARE. I strongly suggest you have a qualified technician go over your rebuilt SBT engine prior to installation. I trusted the techs at SBT to do this, and got burned.
          So to sum it up. My engine sat on my living room floor from 9-02 until 4-03 using up 7 months of my warranty. We used it from 5-03 to 9-03 (4 months). Now I have to either buy another engine or rebuild this one. Very shoddy workmanship, and even worse customer service.

          Sincerely,
          Howard Peters
          Ha_serv@yahoo.com

          Comment


          • #6
            I ONLY HAVE 1 QUESTION..... I have seen in the last few weeks...people on here talking about how they did this and that and this...Let change the shoe for one second. Let's assume here...that YOU HPG3 sold someone a car engine with 1 year waranty and YOU were the one who sold them this with the warranty....BUT they did not drive the car but 1 month due to winter...but when summer came around and they got a divorce so the car sat for 3 months past the 1 year....would you give them a new engine??.....of course not. I have seen so many people buy a new Engine from SBT and come on her complaining about crappy this and crappy that...when they give you a 1 year warranty.....sigh Take your engine to a Yamaha dealership and get it rebuilt...see how long of a warranty they give you....esp on a 2 cycle....OK nuff said. IF you are going to buy a engine use the thing...and don't wait until the warranty is out..before griping about this. I mean WOULD YOU of done this if THIS was your engine....I doubt it..SBT has bent over backwards for so many people in the last few months I have seen ..for the same people who Bash them on the boards...when it's their own fault they have issues well past SBT control....it's crazy. SBT hats off for taking care of this... 1 year warranty guys is 1 year...regardless...I would bet this came apart due to freezing...esp if it ran fine...and was ok at the end of last year...

            Regards,
            Mike

            p.s.
            HGp3 ..this is not a rant towards you...I hate seeing people bash the same people who do a great job taking care of people. You have to think how many engines go out..and how few come back!

            Have a great day!

            Comment


            • #7
              Mike, not that i have to explain myself to you, but in my first email i did not mention the word warranty, and stated the purchase date, and invoice number. In fact i asked what parts i would need to correct the problem.

              The tech that responded told me that this would be a warranty issue. Several times.

              The person that handles assigning warranties disagreed. End of story. After i posted here, the staff reviewed the case and opted to warranty my engine. Which i thanked them for.

              I own and operate a personal computer sales and service business, i get people trying to screw me on warranties all the time. I handle them on a case by case basis. And, yes, i have warranted parts after the year was up.

              If, and when i get my engine back, i don't know what i will be getting, i know my cylinders, and pistons will have to come out... what about rings?
              Personally, i don't think it will ever be the same.

              So far i think SBT has been "stand up" in handling this issue. The rest remains to be seen.

              One final note, unless you have a vested interest in SBT, or this issue concerns you in some way. Maybe you should mind your own business.

              H

              Comment


              • #8
                You will get a completely different engine off the shelf, as do all our warranties. Returns are cored and redone.

                If you post on a public message board, you invite opinion.
                SBT Tech Support is here to help with your problems.
                We try to answer each question quickly and accurately.
                Please do not use Private Messaging for Tech Support, use the forums.

                Comment


                • #9
                  ""If you post on a public message board, you invite opinion.""

                  yes sir, i agree. and i was stating mine.

                  Comment


                  • #10
                    Re: Customer Service???

                    I have same issues as you, but I didn't get to use my motor at all. I ran it about 5 minutes, maybe 10 at the most.
                    SBT would not give me a new motor.
                    Found out that they sent me a bad motor with inproperly installed piston circlips, which tore up the motor. I didn't figure this out intell the warranty was over and Hired a professional watercraft mechanic to tell me this.

                    I will go somewhere else, and pay someone that knows how to rebuild motors.
                    Definitly not SBT!

                    Comment


                    • #11
                      Re: Customer Service???

                      You had 1 year to run your engine in warranty. It's not our fault you wasted it. No one makes a perfect product, but we do everything we can to try. When there is a problem we do everything fairly to make the situation right. It's not fair that you should expect coverage after the warranty period.
                      SBT Tech Support is here to help with your problems.
                      We try to answer each question quickly and accurately.
                      Please do not use Private Messaging for Tech Support, use the forums.

                      Comment


                      • #12
                        Re: Customer Service???

                        I have to say that I agree with SBT's customer service techs. They have replaced my polaris 1200 twice with absolutely no questions asked. The original plus two more after the first two siezed due to my mechanic's ignorance. (did not use the block off kit and oil pump was bad).



                        If you don't run the engine within the year that's your fault. It's no different with new car. If you have a 4 year or 50000 mile warranty it does not matter if you only drive it 100 miles in 4 years and 2 days, it out of warranty.

                        Does SBT probably send out a bad engine once in a while? Sure, no one can get it right 100% of the time, but thats why they give you a year to send it back.

                        Comment

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