Mercury Marine customer service

[oceanwarrior20]

How has been your experience with Mercury Marine?
I am repowering my 20 SeaCraft right now and to put it short their service and attitude SUCKS.
My dealer is giving me EXCELLENT service but Mercury Marine has screwed up big time and dont seem to care.
They delayed the initial order,cancelled it ,then back ordered it,them sent the wrong motor and the wrong controls.
They seem in no hurry to ship things out,replacement parts to correct their mistakes are sent Priority mail which takes 1 week ot Hawaii.
Talking to customer service gets you some woman who just parrots company policy.
I hope My new 200 HP Optimax DTS is PERFECT or I WILL NOT
HESITATE to remove it and get on Mercury Marines case.

oceanwarrior7447

[JohnB]

I think the key is to have the dealer behind you when dealing with Merc, or any of them actually.
My Merc guy was able to get me a new lower unit 2 months after the warantee, took about 10 days, but he made it happen.

[pair of jacks]

I recently had dealings with Merc- my 2000 200 hp opti blew a powerhead very soon after the warranty ended. They are notorious for having items backordered and long delays for deliveries. They agreed to honor the warranty and replace the powerhead, but I was given 3 different ship dates which were never met so after alot of yelling, to expedite things they sent me a dressed powerhead because the others were so far backordered. So, I basically have a new engine but I waited 2 full months. I was glad that they honored the warranty even though it was expired- I got about $10k in new engine parts at least.

[oceanwarrior20]

Just an update on what has been going on.
Got a new control,they sent the same one known not to work,dealer called tech service and got a new part number whic turned out to be number for a publication.
Called tech service again advised to change DTS module.
Module arrived 1 week later,system still wont commmunicate with motor.
Called tech services again,advised to change system view
module,ordered today,will have to wait another week to see results.
Seems our whole problem is that Mercury Marine forced a 2006 model on us and my dealer has not received a 2006 parts list and service manual.
Mercury Marine ships out publications by parcel post and to us in Hawaii that can be as long as 60 days from shipment to receival in Hawaii.
We have a tech service person in Hawaii but he NEVER returns calls and refuses to come over to see us in person.
I REALLY WISH that a representative from Mercury comes over here so I can tear him a new one and I will be sure to burn his ears with every word he deserves to hear from me!

oceanwarrior7447

[Abe's Rocket]

is it too late to go with anotherr brand?

[nestorpr]

That's the problem with Mercury, they do well in the continental US but their service overseas is awful. That's why in the Caribbean most places used Evinrude or Johnson when they were OMC, now Yamaha is the top gun there, great service and parts availability.