Mad at Mercury Marine
 

(reposted) Mercury is not honoring my warranty.
This time it's High Pressure fuel pump and air pump failure, supposedly caused by ethanol. Yes, my motor is supposed to be under warranty til April 23 of this year (3+2 warranty). But no, Mercury is trying very hard not to pay for these repairs.

I have had my motor repaired under warranty four times previously:

• once for ethanol damage to sensors in the LPT, resulting in complete fuel system and computer failure. The cost to repair in parts and labor was $6,700, (which is actually more than the $5,700 I paid for the motor when new in '06).
• once for computer failure, requiring replacement of the PCM: $1,700 in parts and labor.
• once for PCM-induced coil failures: $2,150 in parts and labor
• once for alternator failure: $600 parts and labor

Now we have ethanol induced failure of the fuel pump, plus the air pump swallowed a reed-valve when the HP fuel pump quit.

Mercury is now claiming that an "irregularity" with the original purchase paperwork for the motor voids my warranty, and in fact, I never had a valid warranty to begin with, even though they have authorized warranty repair four times previously. The "irregularity" is because I purchased my motor as a new "left-over" from ProLine Boats, who is "not an authorized retailer" of Mercury motors. The original invoice shows that ProLine Boats, inc., transferred the motor to ProLine Marine Services, inc., whose invoice named me on the the block for the address location for the motor to be shipped to, leaving the actual purchaser name block on the sales invoice blank. According to Mercury, this only means I received the motor, not that I purchased it, and I am therefore not entitled to the warranty, even though I have the cancelled check I wrote for the motor.

I have purchased eight new Mercury motors over the past 36 years, totalling over $36,000, from a pair of 25SS racing motors back in the 70's, to a 3.4L in the 80's, and this 90 Opti in '06. I've bought more than 15 used Mercury's, counting those already rigged on boats I've purchased. I've been one of Mercury's best non-commercial customers.

But if Mercury Marine chooses to void my warranty for petty stuff like this, I will never buy another Mercury outboard, new or used, and I will use my influence both in the recreational boating industry and in the church to deter other people from buying Mercury as well.

It is customer service that makes a company. Or breaks it.

:( I am very unhappy about all of this, can you tell? :(

Re: Mad at Mercury Marine
 

Sounds like lawyer time :mad:

Re: Mad at Mercury Marine
 

OR, you could let them know how many Classic SeaCraft members are reading this and sharing your frustrations! :mad: Don't know if you've gone to the top yet, but, sometimes that works. Seems like all the guys from the bottom up to the middle are just doing what they're told. I'd explore sending a long letter , including the conversations here, to the main office. Surely, someone with your background in the marine industry would have a little clout given your experiences. Hope they see the light and take care of you. Good luck!

Re: Mad at Mercury Marine
 

I agree, Martin.

I wrote a letter to Mark Schwabero, who's the President of the Outboard Business Unit. I got an email overnight last night telling me they're "reviewing the decision process" in my case, and that they'll "be in touch with AAA Outboard in Crystal River, (my) designated Mercury Marine Authorized Repair Facility". Yes, they really capitalized all those words in their email. No, they're not going to be "in touch" with me, just my friends at AAA Outboard.

My next step would be to write a letter to Fred Kiekhafer, with whom I worked for a few months 20+ years ago when I was propping boats for Wellcraft (mostly Scarab and Excaliber). Even though Fred's technically just involved in the Racing Division, he's still got a lot of pull around Mercury Marine at the corporate level.

I haven't filed a lawsuit in 16 years, since I sued Walmart and made them put restraining straps on the child seats of all their shopping carts. (In fact, that's the only lawsuit I've ever filed). I hate litigation.

Besides, if I cost them just the sale of a single large or midsize outboard motor, they've already lost more than I could get in a lawsuit here in Florida. And I imagine I could deter more than a few from buying Mercury motors over a short span.

Don't get me wrong, when my 90 Opti is running well, I love the quiteness and efficiency of that motor. It's the customer service with which I'm unhappy. (Although 5 warranty motor failures in less than 5 years and under 150 hours is a bit much).

UPDATE: Not So Mad at Mercury Marine
 

Here's the update:

A vice-president type personage at Mercury Marine has got involved now, and said, essentially, "Look, this guy's only got a month left on his warranty, anyway. Just fix the motor, for goodness sake!"

So I'm getting the parts and labor for this repair covered by Mercury, and a letter offering me (in the form of a rebate) 10% off my best negotiated purchase price of any new Mercury outboard, including new leftover 2010 motors, if I purchase from and have it installed by an authorized Mercury outboard retailer, AND if I purchase in the next 3 months.

I guess sometimes you just gotta be the squeaky wheel. I still cannot afford a new motor, though. And if I could, I'd rather rig it myself.

Re: UPDATE: Not So Mad at Mercury Marine
 

Glad it worked out for you. :cool:

Re: UPDATE: Not So Mad at Mercury Marine
 

Also glad it worked out and your right about the squeaky wheel!!!

Re: UPDATE: Not So Mad at Mercury Marine
 

I am glad you will be able to continue to purchase mercury products.

I think Mercury deserves some kudos here... it did take a squeeky, wheel, even if it was a a wheel with 35 years of brand loyalty, deep connections inside the company, and a lot of marine industry experience. Great job by mercury!

A big fat verado might look nice hanging on a hermco braket off the back of a 23...

Re: UPDATE: Not So Mad at Mercury Marine
 

Congrats Frank, glad it worked out.

Kudos to Mercury? Great job Mercury? I sure hope you were being sarcastic. It should not take a squeeky wheel. Mercury should have fixed the motor without question. They were simply trying to get someone to let them off the hook. They pulled the oldest trick in the book, tell them no and hope they go away. I this case Frank didn't go away, so what did it cost them? The same amount amount as it would have on day 1. They could have saved the entire amount if Frank would have gone away. Companies don't loose anything by saying no and will actually save money in a lot of situations, but they loose alot by saying yes to repairs at the beginning. I'm sure this same thing goes on with Yamaha so I won't go there, but really suprised that Mercury made it this tough. Looks like they are like most of us these days and are trying to cut all costs that they can.

Re: UPDATE: Not So Mad at Mercury Marine
 

Its the new "American Way" of doing things. Seems that very few want to take RESPONSIBILITY for their products or actions any more. I'm in construction and I see it daily with others. Customer is number 1 with my operation; be it a builder or individual homeowner. One of the main reasons I'm still hanging on in this s**t housing market.

Re: UPDATE: Not So Mad at Mercury Marine
 

I used to be in the recreational boating industry. I sold new SeaCrafts among others. I even sold new Johnson outboards. But even with that, I was a Mercury man. (Frank Brown sold mercury OBs across the street):cool:

Eight new Mercury outboards in my lifetime so far, and I probably would be good for another 1 or 2 at least. (yes, ok, I admit it, I've also purchased 2 new Johnson 235hp motors, 3 new Suzukis: 2hp, 25hp and 150hp, 1 new Tohatsu 140hp, and 1 new Yamaha 220hp)

But if Mercury had screwed me with a month left on my warranty, I promise you I would have never bought another Mercury. And even though I'm currently looking at new 6-8 hp motors right now, I'm leery of Mercury because of my recent experience.

(I'm leaning toward Danchai/Hideo for either the 2S diesel or the 4S gas 8hp. Danchai and Hideo make many of the small Yamaha branded motors sold in the US. New Danchai gas 4S 8hp is just under $1800 plus shipping if you don't mind waiting 6-8 weeks to get it. Every single part but the paint and decals is available from Yamaha :D)

Re: UPDATE: Not So Mad at Mercury Marine
 

I guess I would be leery of dealing with Mercury with that failure rate and reluctance to honor the warranty, even if you eventually got them to.

FWIW, my 4 stroke 6Hp Tohatsu kicker was $1299 and 58 lbs. With a 15" or 20" leg and a 2010 leftover, you might be able to get one for less.

Re: Mad at Mercury Marine
 

Wow- five big repairs on an '06 motor- that's an eye opener! Glad you got Merc to honor the warrantee; but the fact that they tried to weasel out of it says alot to me.

Steve

Re: Mad at Mercury Marine
 

I agree, Steve. It's no longer the Mercury Marine I grew up with, where they would fall all over themselves to make good repairs under warranty, which is a huge part of why I was a die-hard Mercury fan for so long.

Re: Mad at Mercury Marine
 

Seems like the issues you were having were mostly related to the "gas" that we have out there.
I would think that Merc and the other manufactures would have worked out most of the issues by now. If not you can imagine the warrenty issuses and expenses that they have due to this.

I can't purchase a new engine so when I can get the newest and best I at least plan to do what can be done to make the engine as safe as possible with the gas problems out there.
I remember way back in the day that the least of was the gas issues

Re: Mad at Mercury Marine
 

Yeah. I'm not buying ethanol gas for my boat ever again. I'll pay the extra 30 cents per gallon.

I, too, remember the days of leaded/low-lead gasoline with NO corn alcohol in it. No phase separation issues/worries for nearly a year, and with SeaFoam or Sta-bil, gasoline could be safely stored for 3-5 years.

Remember the Sunoco pumps where you could "dial" your octane rating up to 107 octane? (only 103 in some states) I used to stop at Sunoco on the way to the drag strip "back in the day".

Re: Mad at Mercury Marine
 

I pumped mine dry 1 1/2 yrs ago and have only run non-ethanol since. No problems at all with my 250 OX66. I just hated paying 3.21/gal....we would all gladly pay it now. The non-ethanol is ~ 3.90 here now. Seems like most Exxon's have it.