Mad at Mercury Marine

[Fr. Frank]

(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?