Is it just me...

[Birdseye]

Or have others had disappointing interactions with the folks at D & R Marine?

I know I'm not a regular poster here so I apologize for this negative post but I'm a new O'day owner and the support I've received from D & R has been less than satisfactory.

Feeling the need to vent and wondering if others have had similar experiences.

 

[kpgraci]

Not sure what your experience was but I'm told Rudy does not do well with emails; its better to speak with him on the phone. I emailed some questions a few times and he did get back to me after while with minimal but sufficient information. I've not yet purchased anything from them but will later this year.

 

[Indysailor]

I have found Rudy to be very helpful. Needed to do some repairs to my boat this year and he had good recommendations about where to find parts that he didn't have. In particular, he turned me on to Dwyer Mast, which has parts that fit Kenyon spars way cheaper than Rig Rite. Also, I asked him to send me enough Sunbrella to make a small patch on my mainsail cover and he sent me a 25 square foot piece with my order.

 

[25yearslater]

I've had a fantastic experience. Rubrail, windows and countless questions among other things. They do prefer the human voice over e-mail.

 

[Mich222]

I have just purchased one order from DR Marine and had several phone conversations with Rudy. He was great via telephone- good support and I got the products I needed.

 

[Zoomie]

Rudy has been a great guy to deal with! He in most instances has given me either more service or product than I paid for. He strikes me as very busy and to the point. I always receive my stuff in a timely manner. He is not big on returning calls and emails are out..

 

[Happy Dolphin]

Excellent support and fast service!!! D&R Marine has provided very good information and materials in refurbishing our 1979 O'day 22... All contacts were via telephone... They are always busy - be patient...

 

[Sunbird22358]

Just remember, D&R Marine is not WEST MARINE, or BOATERS WORLD, or any national Web Retailer. D&R Marine is just that, Rudy (AKA, "R") and Debbie (AKA, "D")......... Rudy does not have time to answer many e-mails, but he is a GREAT source of O'DAY info (not perfect, but knows enough to help BIG TIME!) and will do his best to help you if you call by phone. I am lucky enough to live close enough to be able to visit in person an a Saturday morning when I've needed something, but did place a phone order when I needed a few parts to commision my new-to-me Day Sailer II in 1996. I called Rudy, placed the order and the parts were on my doorstep 2 days (or was it one day?) later.
D&R has a website that makes them look a lot bigger than they are, but a phone call to confirm orders is always a good idea, and who knows.... might just result in Rudy telling you a better way (quite possibly cheaper!) to fix your boat.
Give Rudy a little patience and he will reward you with super service, The advice and other info that he has blessed me with is worth more than the dollars that I have spent there over the last 19 years! Just remember, D&R is a truly "Mom & Pop" store and Rudy only has 2 hands........ and they are sometimes busier than a one handed paperhanger! He will fill your order as soon as he can, but may be interupted by a phone call (or 2 or 3 or ???). No, he's not perfect....... but, if you need an O'DAY-Specific part, D&R is the place to get it!
Rudy was the Parts Department Manager at O'DAY from about 1973 until they closed in 1989. He started D&R about a year or so later.

 

[Spcharby]

Always great support and service from D&R! I owned a 322 for 8 years and couldn't have maintained her without D&R.

Steve

 

[Birdseye]

Thanks for the responses.

I guess I expect too much from businesses these days.

• If they have hours of operation and give an address, I sort of expect them to be there.
• If they have a phone number on their website and I call and leave multiple messages, I sort of expect to get a reply back.
• If they have an email address on their site and I send them an email, I sort of expect a reply. If they don't have time to reply, remove the email address form the site.
• If I place an order for a length of line and in my order get a spec sheet (this was extra) that shows the line I need is 19' but the line I got is only 17', I sort of expect to get 19'.
• If you are the only O'day and Pearson dealer around and there are hundreds/thousands of O'day and Pearson owners that need to come to you for parts and service (and we all know there is plenty of money thrown around when it comes to the parts and service business for boats) and the response is I'm too busy. Then I sort of expect that you'll hire more staff.
• And finally, when I call after a month of no response and explain my dissatisfaction, I sort of expect an apology for lack of service rather than I'm too busy to answer my emails.

All that being said if, on their website, it was clearly stated the best way to contact them (that is actually reliable), and they let people know they are a small operation and response may be slow, then maybe I wouldn't be writing this post. What ever happened to the customer is always right?

I'll probably get no service now that I've voiced my opinion but I feel it had to be said. I think a simple solution would be to get a third person to respond to emails and phone calls if anything.

 

[Joe11688]

Rudy has always been there for me Nelson. Almost everything I've learned about my boat, I learned it from him. Every time I visit his store I pick his brains. I used to buy a lot of boat gear off West Marine through the years, but today, Rudy's prices are better than their's. West Marine's prices are getting ridicules. Last summer I needed 30' of RG8X-50 Ohm Coaxial cable in a hurry and I went all over the place looking for it. I finally went to West Marine because they had it in stock but I was really blown over when I read the price tag,--$ 1.99 a foot! They'll not get much of my business in the future.

 

[Shoaldrafter]

Expectations exceed reality

Thanks for the responses.

I guess I expect too much from businesses these days.

• If they have hours of operation and give an address, I sort of expect them to be there.
• If they have a phone number on their website and I call and leave multiple messages, I sort of expect to get a reply back.
• If they have an email address on their site and I send them an email, I sort of expect a reply. If they don't have time to reply, remove the email address form the site.
• If I place an order for a length of line and in my order get a spec sheet (this was extra) that shows the line I need is 19' but the line I got is only 17', I sort of expect to get 19'.
• If you are the only O'day and Pearson dealer around and there are hundreds/thousands of O'day and Pearson owners that need to come to you for parts and service (and we all know there is plenty of money thrown around when it comes to the parts and service business for boats) and the response is I'm too busy. Then I sort of expect that you'll hire more staff.
• And finally, when I call after a month of no response and explain my dissatisfaction, I sort of expect an apology for lack of service rather than I'm too busy to answer my emails.

All that being said if, on their website, it was clearly stated the best way to contact them (that is actually reliable), and they let people know they are a small operation and response may be slow, then maybe I wouldn't be writing this post. What ever happened to the customer is always right?

I'll probably get no service now that I've voiced my opinion but I feel it had to be said. I think a simple solution would be to get a third person to respond to emails and phone calls if anything.

- - - - // - - - -

Birdseye:

It is just you. Your expectations exceed reality when dealing with a one man and sometimes lady business. The business is not a high dollar income. Maybe enough shekels to come to the shop regularly.

When it comes to email, I get a hundred a day. Delete most.
Have a lot I intend to get "a Round Tuit."

You sound like Obama and "Pass the Jobs Bill"!

This might be called a television personality issue. Just expecting something when you press a button for the world to jump at your command. This is no red button situation...

Ed K

 

[Joe11688]

- - - - // - - - -

Birdseye:

It is just you. Your expectations exceed reality when dealing with a one man and sometimes lady business. The business is not a high dollar income. Maybe enough shekels to come to the shop regularly.

When it comes to email, I get a hundred a day. Delete most.
Have a lot I intend to get "a Round Tuit."

You sound like Obama and "Pass the Jobs Bill"!

This might be called a television personality issue. Just expecting something when you press a button for the world to jump at your command. This is no red button situation...

Ed K

If he doesn't get that jobs bill passed right away, how is the DOJ going to continue to buy 250 muffins at $16.00 a piece? :cry:

 

[25yearslater]

Birdseye. I had much the same experience initially as you. Don't be offended, he has a million things going on but when you least expect it he will be there for you. If he were to hire more help the price would have to go upward and many of us are cost crazy with our boats. Let's face it if we were all gogillionaires we would be sporting the latest one off super sailing machines. Two examples of the excellent customer service I received were the 70 foot piece of rubrail insert he sold me for the price of the sixty. This makes it a continuous piece for my 27. The original windows are simply not available anywhere else, but Rudy has managed to find a place that is willing to make them. He could charge an astronomical price but keeps it to a manageable price and I can't believe he is making much if anything on these. Most plastic injection molding houses charge an arm and leg for short run set ups. The mold changeover time at most burden rates is higher than the windows cost. Hang in there the wait will be worthwhile. I'm sure if you explained the short line length he will make it right. He is as dedicated to the Oday brand as any of us and maybe more so.

 

[Birdseye]

I had already run the line through my boom, set it up but never raised the sail all the way up.. When I went out sailing the next time, I found out it was too short. I live within an hour of the place and wanted to stop by and exchange it but every time I called and left a message I never got a call back and wasn't going to take a chance and go down there. I ended up buying another length at West Marine.

I guess I can wait for him to have time for me. What else is there to do?

 

[Joe11688]

I had already run the line through my boom, set it up but never raised the sail all the way up.. When I went out sailing the next time, I found out it was too short. I live within an hour of the place and wanted to stop by and exchange it but every time I called and left a message I never got a call back and wasn't going to take a chance and go down there. I ended up buying another length at West Marine.

I guess I can wait for him to have time for me. What else is there to do?

What I would do Nelson is hang on to that short line and use it for your rudder blade pendant line some day when you want to replace it.
If you need lines or halyards, do what I do; just attach a strong string to the end of the halyard or line, and pull it all the way out of the spar leaving the string for a tag line. Then measure the length and go down there on a Saturday after calling ahead to make sure he has it in stock and will be open when you get there. Sometimes you may want a little extra length on a halyard or a control line. He'll cut you off whatever you tell him to.
I like to install lines on my boat with different color markings. My main halyard is white with green flecks and my Jib halyard is white with red flecks. I also like different color control lines in my boom. It's always crucial to purchase the correct line thickness for the spars and he can point you in the right direction on that. I wish I had bought a Garhaurer traveler off Rudy than that Nico Fico traveler off that fool who runs the other sailing supply store in Fall River years ago. That guy seemed obnoxious and condecending to me when I talked to him. He showed me the Nico traveler and said, "Here, that's good enough for that little boat." Shortly after I bought the traveler off him, I was sailing Mount Hope Bay and he pulled up along side of me real close in his O'Day 28 and waved and left me in the dust. I never went back to that guy again. I didn't know Rudy at the time and never knew of a store closer to where I live that sold O'Day parts. Live and learn, I guess.
Good luck!
Joe

 

[Birdseye]

Thanks for the tips Joe. I did keep the line since it wasn't that expensive and have used part of it for something else.

 

[jeadstx]

I also have had good dealings with D&R. My Day Sailer II when I bought it was missing the ice box cover for the ice box molded into the cockpit seat. Rudy was able to mold me a new one. I bought several parts from D&R with no problems.

John

 

[Sunbird22358]

Birdseye, I too have often thought that Rudy could really use an assistant. I was out of work for 2 1/2 years ten years ago and again 4 years ago....would have LOVED to work for Rudy to give him a hand....... However, he really can't afford to hire any added help, D&R runs pretty lean (he could really increase his sales with help.......in a way, I figure he can't afford to NOT get help at times!) but right now it just cost too darn much to employ someone that small companies like D&R are really prevented from hiring any extra help...... too many Federal and State employment taxes/fees/insurance costs.
Heck, I would have helped him without a paycheck........ (except maybe a discount on parts? Free advice?) but I don't think he would have gone for it, shucks!