Beneteau Warantee Troubles

[Widget]

I am perplexed! I purchased a Beneteau 323 this September. I requested a warrantee transfer card from Beneteau shortly after. It is now the end of November, and still, after many emails and phone calls, I have not received one. To make matters worse, I have a blistered keel! I have sent photos to Beneteau, many emails and phone calls. Finally a few weeks ago, I am told that the blisters are superficial! I beg to differ! Check out the attached pic. and tell me what you think. Also, if anyone can give me advice or help with the warrantee transfer, PLEASE HELP! I really wanted to move up to the new Beneteau 37 next year, but I am having second thoughts.

 

[Rick I]

Those aren't blisters

The keel is iron. How do you get blisters on it.

 

[Don S/V ILLusion]

it's only a paint problem

Although I am surprised whomever you spoke with at Beneteau didn't know that - Hope they are all not that oblivious or you could be in REAL trouble when something significaqnt goes wrong.

 

[Widget]

Keel blisters!

Don, I was told that the Iron keel is not just painted, but has an epoxy fairing, and to properly repair it, it needs to be stripped, preped, epoxy, fair, primed, and repainted! Try an estimate for $3956 ( from a good boat yard).

 

[Rick I]

Widget,

I think the yard saw you coming. It is not unusual to get some spotting, grind it out, epoxy, don't know if it needs fairing, and paint. Don't think you'll get a whole new keel out of Beneteau.Rick Ihttp://groups.yahoo.com/group/beneteau393/beneteau393 : Beneteau393 Group

 

[Mike B]

Escalate the issue

You have two options, the first is to call Beneteau back and ask for a resolution. Note the name of the person you talk to, the time and the date. Also ask that person for a date when they'll respond. If that date come and goes without a response call them back and contact that person. This time be firmer with them. If you feel they are non responsive ask who their manager is. Request a transfer to the manager, explain your situation, how many time you've contacted Beneteau, the dates, etc. Politely but firmly convey your displeasure with their response to date. If they seem non responsive tell them their actions are "unacceptable"in a frim but professional manner. Also let them know you're a prospective buyer for the 37 but will be reluctant to do so based on your current experience with their customer service. If need be continue to escalate all the way to the president of the company Ward Richardson. Remember to remain professional, never holler, curse or be rude. Be friendly, flexible and willing to work with them as long as they continue to respond. If they fail to meet your expectations then increase the pressure but always remain professional. Once you depart from that you lose and any further negotiations become difficult.The second option would be to contact the local dealer and ask for their help. Let them know you're a prospective buyer and would appreciate their help. It's never too early to start building a relationship with your local dealer. They should already know the process to transfer a warranty and be able to help.Good luck

 

[Widget]

Mike,

Mike... WHY? Although your advice is wise and sound (I have tried everything you suggested, with the exception of dangling the carrot of my buying a 37). Why, should I have to take such an approach? This boat is less than 3 years old! Beneteau is a big company and should know that service and keeping customers happy, gets you more customers. Building a good boat is only half of the equation.

 

[Jentine]

DEALER!!!!!!!

You should be leaning on the dealer. Beneteau dealers have much more sway with the company than you do. I have no sense of humor when put off by dealers and manufacturers. I would go to the local courthouse and get a small claims form and fill it out with all information except for the dealers name. Go to the dealer's office and ask for the registered name of the corporation and name of the president for the court form. If they give it to you without hesitation, write it on the form and file it with the court. I am quite sure they will be more willing to assist you with a resolution rather than endure a court battle. Keep in mind that Beneteau dealers, like all other dealers, have a vested interest in ensuring that you are a satisfied customer right after ensuring that the company is protected. Jim

 

[Don S/V ILLusion]

two issues I see here

The first is how poorly Beneteau has dealt with you thus far. I'm not surprised they won't do anything but should at least explain it properly.The second being the paint peeling which is more a function of it being three years old and nothing uncommon. These boats have iron keels as you are painfully aware, inherently create corrosion issues and therefore require more maintenance. Had this been my boat, I would expect it to happen and also accept resonsibility for my own choice to buy it in the first place.Paranthetically, as others have implied, the work to fix it isn't that complicated and the estimate you were quoted is outright fraud.If you have to resort to the antics described below, which would likely be futile, I'd question your plan to buy another boat from the same company.

 

[Mike B]

You shouldn't have to but

Widget, I agree that you shouldn't have to do any of this. One phone call should have done it. I can't explain why, only guess at it. I know they are very busy as the new line is selling like crazy. That should be no excuse but it does happen when a company experiences times of high activity. Beneteau is a good company but obviously they're missing the boat on this one. The advice I gave you is based on many years experience as a services manager with a major corp. Some times people mean well but are busy and disorganized. Regradless of the cause you'll have to get tough with them to get your answer. Just remain firm but professional and insist on an answer. Hopefully you'll get one.Mike

 

[Jim Innes]

Repair Info

http://www.eng-tips.com/viewthread.cfm?qid=146280&page=1

 

[Dragonfly6689]

Warranty, Survey and blister repair

Widget,The warranty that came with Dragonfly clearly states it is for the original owner only. It is non-transferable.As it was a used boat, what did the survey say about the blisters on the keel? You did have a survey, didn't you?As for repair, we purchased a B285 in 2001. There were hundreds of blisters on the keel, but most only went through the paint (VC17), not through the barrier coat (Interlux 2001). The serveyer said it was a common problem. We removed the VC17 with an Interlux solvent (212, 202, 216...I don't remember for sure) and sanded the entire keel with 80 grit sand paper on a pad sander. We sanded the spots where the blisters went through to the keel and exposed the iron keel which rusted, with 80 grit paper on an electric drill (4" pad). We followed directions for Interlux 2001 barrier coat for final prep and applied 3 or 4 coats. Then painted with VC17. It still looked good when we sold her to buy Dragonfly 18 months later. We did not worry about filling and faring the rust spots.I have a friend who has an old 272 O'Day with blisters on the keel. He plans to use a 9" sanding grinder with 80 gritt paper to grind the keel to clean, rust free steel. My guess it will take about 2 hours spread over a day. Us fat old men can only work for about 10 minutes between 20 minute breaks. ;-( He plans to apply Interlux 2001 barrier coat and Interlux Micron Extra paint.My limited experience suggest the cost of supplies for the repair would be less than $200. I think I could do it in less than 20 hours of labor not including the filling and faring the rust spots. That could add another 10-20 hours depending on how bad the damage is. So total time of 30-40 hours. That's $3-4,000 total for labor $100 an hour.On another topic, I belive Ward Richardson is service manager. I've always had a good response from Ward. Beneteau USA President is Wayne Burdick. I met him at Chicago Strictly Sail a few years ago. Very nice man. He spent about 30 minutes answering my questions and talking about his vision for Beneteau.Good luck with your repair. Mark

 

[Jentine]

Warranty Transfer

From the Beneteau 393 manual."Warranty TransferYour new Beneteau has a transferable, limited hull and deck warranty. In the event of selling your Beneteau, the new owner must be registered with Beneteau within 30 days of the date of sale for the warranty to be transferred.Please fill in the appropriate warranty registration card at the back of this owner’s manual and mail it to:Beneteau USA Inc.24 North Market StreetSuite 201Charleston, SC 29401"You can see that the warranty only covers the hull and deck after the first year. Your difficulty is with the keel, a seperate entity. My keel was not faired and epoxied as yours appears to be. Your complaint is with the entity that did the work. You need to hold their feet to the fire, not Beneteau.CAST IRON cannot blister. There is no way for water to get behind the cast iron surface and push it out to cause what is commonly refered to as a blister. If the problem were with the cast iron keel you would have an area of rust. Since the boat is out of the water, using a knife, dig out the blister in the fairing material and let it sit until spring. At that time, sand the area, add more filler to the indentation and paint as usual.

 

[widget]

thanks Jentine, but...

Jentine, Yes, I know the procedure, my book did NOT have a transfer card, and that is what I was requesting ny phone and email so many times. And yes, I know the boat has a cast iron keel and that cast does not blister. As I wrote, and so many people have responded to, the fairing is what has blistered. All I was looking for was a response from Beneteau and a warantee transfer card.

 

[Doug_Meyer]

Looks like routine maintenance

I certainly wouldn't get get terribly excited about the "blistering" on your keel. You see this on boats with iron keels frequently even in fresh water.I had a couple of these rust bubbles on my 323 keel when I hauled out last year. I prepped the area well (sanded and primed) before I bottom painted in the spring, and when I hauled out this year for the winter, they had not reappeared.