A couple of weeks ago, I mentioned lack of responsiveness from Catalina to my repreated phone calls requesting info. In response, a few folks here were kind enough to suggest I keep trying which I have. In total, both my dock mate and I have made a total of five phone calls to both California and the florida plants as well as separate email messages over the past 14 days to which we have received a total of ZERO replies. At someone's suggestion, we also called the engineering dept. who despite our polite suggestions they were our last (only hope), simply refered us back to one of the non-responsive plant numbers. We have been reasonably happy with our boats, hiwever, we are far more impressed by their apparent total lack of consideration for us as loyal customers among whom I doubt either of us will continue. Presumably we are not alone in our experience and hopefully someone at Catalina will hear or see this and offer an explanation or excuse. Don C470 Illusion
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catalina
ask for kent or lenore - both have been excellent in the past, and neither knows us from adam - and have a gansset on us.
ask for kent or lenore - both have been excellent in the past, and neither knows us from adam - and have a gansset on us.
Catalina Service
In the recent past I have asked for Jerry Douglas (chief Engineer, I believe). He always came through. I'm planning to attend the West Coast Catalina Rendezvous this month. Both Jerry and Frank Butler are usually there. I'll pass along your commments about lack of support. But I won't mention names unless you want.
In the recent past I have asked for Jerry Douglas (chief Engineer, I believe). He always came through. I'm planning to attend the West Coast Catalina Rendezvous this month. Both Jerry and Frank Butler are usually there. I'll pass along your commments about lack of support. But I won't mention names unless you want.
follow-up to follow-up
Stu - the original q was how to actually get to talk with someone at Catalina after trying unsuccessfully (;eaving voice mail)3 times. Mortyd - I did and it tastes like Bud to me. By the way, I have specifically tried to speak with Jerry and Kent with no luck. Someone even hung up on me one time but I chalk that one up to operator error while trying to transfer a call. I've tried being polite, respectful and patient but am getting a bit short of all three now...
Stu - the original q was how to actually get to talk with someone at Catalina after trying unsuccessfully (;eaving voice mail)3 times. Mortyd - I did and it tastes like Bud to me. By the way, I have specifically tried to speak with Jerry and Kent with no luck. Someone even hung up on me one time but I chalk that one up to operator error while trying to transfer a call. I've tried being polite, respectful and patient but am getting a bit short of all three now...
I hear ya, Don
'cept I've found no problem at all in speaking to Robert Butler, the son of the founder, who made a great new exhaust riser for me. I may have mentioned this last time on your earlier thread, and suggested that a fax would also work with them, and that patience was necessary. Sorry you're having such a bad time. Stu
'cept I've found no problem at all in speaking to Robert Butler, the son of the founder, who made a great new exhaust riser for me. I may have mentioned this last time on your earlier thread, and suggested that a fax would also work with them, and that patience was necessary. Sorry you're having such a bad time. Stu
Catalina doesn't seem to monitor this website...
I would try to reach Frank Butler in California (18188847700). I would also leave an email on the website regarding your disappointment (and make sure to reference your hull number). The last time I did this, Frank called ME! I know it sounds crazy, but Frank (President, CEO, owner, founder) is really the only man at Catalina that will get things done. I've talked with him a couple of times already (we've had a few issues with our C310/Hull#312). I agree with the others that you should keep trying...the first time I talked with Frank, it took me 3 days to reach him. Call, leave your name, and keep calling until you get some action...if Frank is there, he will pull the file (on your hull)and talk to you. Keep in mind though, Frank has been in the business a long time, and he has a tendency for being a bit "short". In my eyes though, I see him as an old salty dog (I say this affectionately). I find it amazing that he, personally, goes over every warranty issue with every Catalina sailboat ever made (which may or may not be such a good thing, being that he can be difficult to reach). Good luck and keep us all informed.
I would try to reach Frank Butler in California (18188847700). I would also leave an email on the website regarding your disappointment (and make sure to reference your hull number). The last time I did this, Frank called ME! I know it sounds crazy, but Frank (President, CEO, owner, founder) is really the only man at Catalina that will get things done. I've talked with him a couple of times already (we've had a few issues with our C310/Hull#312). I agree with the others that you should keep trying...the first time I talked with Frank, it took me 3 days to reach him. Call, leave your name, and keep calling until you get some action...if Frank is there, he will pull the file (on your hull)and talk to you. Keep in mind though, Frank has been in the business a long time, and he has a tendency for being a bit "short". In my eyes though, I see him as an old salty dog (I say this affectionately). I find it amazing that he, personally, goes over every warranty issue with every Catalina sailboat ever made (which may or may not be such a good thing, being that he can be difficult to reach). Good luck and keep us all informed.
to Catalina yachts...David, where are you?
it now appears that we were all spoiled by former Catalina Yachts customer service manager David Graas. You would have never seen such remarks when he was running the department. Apparently, he is missed.
it now appears that we were all spoiled by former Catalina Yachts customer service manager David Graas. You would have never seen such remarks when he was running the department. Apparently, he is missed.
Why call Catalina?
When I have trouble with my car I don't call the GM factory. I go to the dealer. If the dealer won't fix it, call a lawyer. The dealer must be the one that contacts the factory, not you. You didn't buy the boat from Catalina, you bought it from a dealer. The dealer must concern themselves with satisfied customers. The factory needs to have happy dealers. If you need to contact the factory, the dealer isn't doing their job. If I was Frank, I would be reaming my dealers every time a customer called me.
When I have trouble with my car I don't call the GM factory. I go to the dealer. If the dealer won't fix it, call a lawyer. The dealer must be the one that contacts the factory, not you. You didn't buy the boat from Catalina, you bought it from a dealer. The dealer must concern themselves with satisfied customers. The factory needs to have happy dealers. If you need to contact the factory, the dealer isn't doing their job. If I was Frank, I would be reaming my dealers every time a customer called me.
You don't get it Dan
My point is to not solicit a response to a question I didn't ask... I'd put it a different way - why have a customer service phone if you don't provide any except from a dealer, not the customer? My reason(s) for the original post were to find out if my experience is an isolated case, which it apparently is not, and to figure out what the secret is to obtaining customer service from a company which at least used to pride itself on customer satisfaction. As far as why I'm calling the factory, my question has to do with structural and engineering design and parts design with which the dealer has no knowledge or experience. I guess my question is why I should go through a middle man, as you suggest, rather than the source - a boat mfg is hardly GM. Sorry to be so blunt but my frustrations are only increasing as time passes.
My point is to not solicit a response to a question I didn't ask... I'd put it a different way - why have a customer service phone if you don't provide any except from a dealer, not the customer? My reason(s) for the original post were to find out if my experience is an isolated case, which it apparently is not, and to figure out what the secret is to obtaining customer service from a company which at least used to pride itself on customer satisfaction. As far as why I'm calling the factory, my question has to do with structural and engineering design and parts design with which the dealer has no knowledge or experience. I guess my question is why I should go through a middle man, as you suggest, rather than the source - a boat mfg is hardly GM. Sorry to be so blunt but my frustrations are only increasing as time passes.
Don -- If the questions you have
has to do with structural and engineering design and parts design, then really the only person who could answer that is Gerry Douglas. I really doubt anyone else has the answer. If you ~ever~ go to a boat show with Catalina's Gerry Douglas is almost always there. It is not too hard to corner him and ask a few questions, especially being a C470 owner With that said I would try one more time calling the Catalina Factory and "specifically" ask for Gerry Douglas. Just tell the person answering that its important and they you just bought the top of the line Catalina (C470) and paid "mucho bucks" for. (818) 884-7700 He might not be there, but leave a message for him and ALSO follow up the call/message with an email 'directly' with Gerry with your design questions. Gerry's email is Gerard@catalinayachts.com Have you also reached out to the C470 Tech Editor or anyone in the C470 International Association? The names and contacts on in you Mainsheet Magazine http://www.catalina470.org/body_index.htm (ps...I'm curious about the questions you have? Want to share?)
has to do with structural and engineering design and parts design, then really the only person who could answer that is Gerry Douglas. I really doubt anyone else has the answer. If you ~ever~ go to a boat show with Catalina's Gerry Douglas is almost always there. It is not too hard to corner him and ask a few questions, especially being a C470 owner With that said I would try one more time calling the Catalina Factory and "specifically" ask for Gerry Douglas. Just tell the person answering that its important and they you just bought the top of the line Catalina (C470) and paid "mucho bucks" for. (818) 884-7700 He might not be there, but leave a message for him and ALSO follow up the call/message with an email 'directly' with Gerry with your design questions. Gerry's email is Gerard@catalinayachts.com Have you also reached out to the C470 Tech Editor or anyone in the C470 International Association? The names and contacts on in you Mainsheet Magazine http://www.catalina470.org/body_index.htm (ps...I'm curious about the questions you have? Want to share?)
just happened today
the non standard rope light in the overhead courtesy light assembly above the salon table burned out last week. (catalina 470 2004 139) i called warren in customer service late yesterday in florida. he did not return my call yesterday, but i also had emailed him. when i called today, i got him right away. he was reading my email at the time i called. not only did he chase down the part number while i waited, but would not accept my credit card because it was below the minimum charge. he is sending the light anyway at no charge. when the light gets here, he said i could send a check if the light is the correct one, or they could just run the tally until my next purchase. i have been dealing with warren a long time. sometimes he is busier than others, but has always gotten back to me. they are short by 2 people right now in the florida plant and he is taking up all the slack. i think this is great customer service. it may take a little patience, but just try a few times and remember they are the busiest this time of year. rt
the non standard rope light in the overhead courtesy light assembly above the salon table burned out last week. (catalina 470 2004 139) i called warren in customer service late yesterday in florida. he did not return my call yesterday, but i also had emailed him. when i called today, i got him right away. he was reading my email at the time i called. not only did he chase down the part number while i waited, but would not accept my credit card because it was below the minimum charge. he is sending the light anyway at no charge. when the light gets here, he said i could send a check if the light is the correct one, or they could just run the tally until my next purchase. i have been dealing with warren a long time. sometimes he is busier than others, but has always gotten back to me. they are short by 2 people right now in the florida plant and he is taking up all the slack. i think this is great customer service. it may take a little patience, but just try a few times and remember they are the busiest this time of year. rt
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