Subject: Mailbag - Mercruiser & Service Culture - Some way to go .....

How rare is it that we get surprised with the level or Service Culture experienced genuinely in todays commercial society? shareholder value has so frequently been the menace vs. the care and attention we all so desperately deserve.

Not when dealing with Essex Boatyards! The 'Can Do' attitude of the team these guys have assembled, and their attention to aftercare, is in my view second to none - if only the car industry and other industries for that matter had the same level of customer care and attention then we would all be so much more content with the money we spend.

I Own a 2005 Doral Intrigue fitted with Mercruiser D3's; and recently experienced some engine difficulties; I phoned my local Mercruiser agent - their response? ... sorry squire, not our problem, despite these engines being within manufacturer warranty; and I pushed them - their response, sorry sir, we didn't sell them to you!! WhatsQrt of manufacturer warranty is that - Role on I say to a decent Mercruiser support agent in Kent. Instead, a call to Essex Boatyards, a quick summary of the problem, and within 24hrs they had visited the boat, diagnosed the fault, made temporary repair, and ordered the new partL .. and at no cost. I bought this boat from them two years ago ... guess who will be getting my repeat business?

I say some of the Marine industry need wake-up and smell the coffee - because guess what; will I ever call on a local agent again .... noL Mercruiser, you should seriously consider the support framework you offer us Kent based boaters .... there is a lot to be desired in my view and we're in desperate need of a good support model!

As for Essex Boatyards, these guys understand Service and Customer Support and have never let me down - as I said, Service Culture - Mercruiser Agents - Wake Up and Smell the Coffee- take a lesson from Essex Boatyards.

Kind regards - Name and address removed - 03/08/2006