Factory Support For Older Ranger/Cutwater Discontinued

J

jkhiser

Well-known member
Joined
Feb 16, 2018
Messages
54
Fluid Motion Model
R-21 EC
Hull Identification Number
FMLC2831A313
Vessel Name
Wenniway
MMSI Number
338165185
I was told today by a reputable source that within the last month, Ranger/Cutwater has discontinued factory support for Ranger/Cutwater models that are past warranty. I was told this was a new "policy," promulgated sometime within the last month.

Apparently their "success" has meant they can only focus on new boats.

The support of older boat was one thing that set Ranger/Cutwater apart. Now they are just like any other boat builder.

Prediction: since it appears they are having trouble with the new build volume, you will find the quality declining in the newer boats. This is classic cycle in any production industry -- you have to get ahead of the manufacturing problem -- you cannot double or treble production without real investment, including people. First you cut support of the non-revenue models, next you find the company unable to support current models, and start cutting corners.

I observe this as someone who has failed, and had to recover, in just this type situation -- in my case more than doubling output in a single year, with a very expensive, hand built product.

Is a classic cycle -- doesn't mean it is any less painful to see it play out again.
 
Amen, Amen,
You are so right, it just seems like it's part of the cycle?
Oh well the party always has t end!
Mike
M/V Elan
26 Cutwater
Yanmar 2YB4
 
Let me be the first to call bullshit on this one. Without further proof, I just don't buy it. That's just not the way the people I have met at Ranger Tugs/Cutwater think. It is their company culture to provide top notch support whenever possible, and I don't see that changing.

Information from unnamed "Reliable Sources" is always suspect in my book.
 
Hope Not, but... I'm the 2nd Owner of a 2008 RT25 Classic. Called Factory twice, once for Engine Kill Switch, no help, referred to Yanmar. Next call for anodes for boat and accessories, was too busy referred to Marine outlet.

Fact is we cost them money dealing with us. I understand. That is why this blog is valuable. Collectively we have more operational expertise than the factory.

Sad part though, I want a bigger RT or Cutwater and I'm the type that gets pissed at bad service. When we buy a new boat next year or in 2020 it will be a boat that has great customer service.


Love my Tug, not disapointed with Service Yet...
 
I’m with Brad. We just came back from the Poets Cove/Maple Bay Cruise and factory support was as awesome as usual. Didn’t matter what year the boat was, if you had a problem they were on it!
 
Not going to speculate whether the OP is correct or not.
Lots of reasons why this could be true or not based on the current business calculus.
One thing I would be stunned to see is the factory ending it’s cruises and gatherings. It’s very cost effective to have all the owners needing warranty work gather in one place at one time to allow the factory to address a lot of issues all at once. Think of how much “windshield” time this eliminates. And if a few out of warranty folks need some issues addressed then, if time permits, it’s great that they get help too.
Not being cynical, it’s just a good way to do business.
 
I'm New to RT but am hooked. Look forward to good times and good service...and good help from Tugnut friends
 
What’s wrong with the factory referring you do a source where you can get parts they no longer stock. At least I don’t have to search around to find the part. If suppliers change in newer models, one can really not expect the factory to stock old model spares ad infinitum.
 
I shall echo Brad's BULLSHIT call!
These guys are my friends as well as my factory reps.. I witness the HOURS they all put into making sure we are happy!
When you are the 2nd or 3rd owner of a GMC or Cessna (my experience), do you expect to have the personal cell phone numbers of the experts at the factory? If you were unhappy with your purchase of a Lincoln from a Florida dealer, would you expect the factory from Dearborn to send mechanics? (Ranger Tug/Fluid Motion did)...
 
Sounds like “FAKE news”
 
Fluid Motion has always over performed in Factory Support, from being able to get ahold of someone on the service team, emails, texts or at rendezvous' to solve a problem, answer a question or get someone in the proper direction and I do not see that business model changing. Taking care of boats that are still under warranty should be the top priority…..you would expect this as a boat owner and because of this mind set from the folks at Fluid Motion (and new models, updated options and style) they have grown tremendously. The group under Andrew Custis Customer Service Team leadership work long hours, respond to owners during off hours and go the extra mile. Lets be reasonable here and not spread unsubstantiated rumors and give the factory the benefit of the doubt. Maybe the "reputable source" was a boat dealer who wanted to sell a newer or different model and made this statement for his benefit. I've heard a boat sales person say things like this….so without knowing the specifics we need to deal with facts and my facts tell me that Fluid Motion is doing what is best for the owners.

Jim F
 
Based on my experience with Fluid Motion over 7 years, I fully agree with Jim Favors and Knotflying.
 
I am the third owner of a 2010 R25. Andrew has graciously helped me over problems for hours. I am his most important customer.

Parts are harder to find on older boats, but the attitude and willingness is excellent.


Stuart Bell
Ranger 25: Shearwater
(561) 352-1796
 
We purchased our boat in 2016. I believe that the boating industry in general and Fluid Motion also was in a big up swing in production and introducing new models. The start of going pains was being felt. Ranger/Cutwater had a small dealer network that relied on the Customer service support team more then they should of. One of our reasons for purchasing our Cutwater was the high praise the owners gave the Support team and the great factory backing they received.

After taking delivery of our boat there were issues, some normal basic easy fixes. Some issues that involved factory quality control that should have been caught before the boat was shipped or before delivery by using some type out pre-delivery check list, inspecting and repairing problems . Some dealers (the dealer we purchased from) were not equipped to provide this type of service, they knew the product they were selling but not completely aware how some of the systems worked. They didn't need to they had the factory. When I spoke to Ralf and Andrew they said the dealer should handle this for you. I agreed but in many cases the dealer was not equipped to handle the issues for one reason or another. After 3 months of nothing being done to resolve the issues I started repairing and troubleshooting the issues myself. I even had to do my own Volvo Pre-Delivery inspection and have a authorized Volvo dealer sign off on it so I could get my Volvo Warranty registered.

I believe that if I had a major hull issue, or a major problem Boat specific the customer service would have been there to assist. Customer service wanted the dealer to take care of the issues. That is what most other manufactures do. Manufactures require service technicians to be trained in the power plant and the boat systems for all models sold meaning Volvo certified technician and trained in Ranger /Cutwater systems. Fluid motion doesn't have that requirement! I had issues with, water leaks, electrical, electronics, trim tab, bent and broken Mast, cracked floor, deck drain issues, collapsed fuel fill hose, and a lot of small typical warranty issues all repaired by me with the assistance of Richard in parts department, TugNuts and a few times Andrew walked me thru a few troubleshooting procedures.

I really think the information you were given the( Factory support is discontinued )is a bit skewed. Ranger and Cutwater -Fluid Motion is a business, that is growing. They have a dealer network that needs to service there customers and not rely on the factory. I can only speculate the PNW has more Rangers and Cutwater sold. Technicians have more hands-on experience in the repair and troubleshooting all the models. Most Tug and Cut owners from the PNW have a very high respect for that network and Fluid Motion. The rest of the country the boats are not as popular. The dealer that I purchased our Cutwater from has a satellite dealer selling and delivering (Ranger Tugs and was a Cutwaters dealer) a 1/4 mile from the marina we dock our boat at. I get asked all the time - "Who builds that boat?" "Cutwater" "Nice looking boat, never heard of it" Where did you purchase it?" I must admit that with all the positive comments about the customer service and the quality of the Rangers and Cutwaters my expectations may have been to high. Thats on me! Personally if I were to purchase another Ranger or Cutwater it would be used with no expectations of customer service, deal with any issues repair them and enjoy the boat. And be happy that there is this awesome resource TugNuts. If I have an issue and post it someone will help resolve it.
 
stwendl":2h8kbh8w said:
What’s wrong with the factory referring you do a source where you can get parts they no longer stock. At least I don’t have to search around to find the part. If suppliers change in newer models, one can really not expect the factory to stock old model spares ad infinitum.
Click to expand...


Nothing, just relating my LIMITED contact with Ranger Tug Factory. I don't know the level of support history so I was providing current facts. They answered the phone politely and referred me, problem resolved.

Like I said, this blog is more use than the factory support for older boats and I have seen the factory chime in many times either answering questions or telling the owner to call them, good poop...

When we purchase an expensive new boat I need all the facts I can get, my new boat will not be new for long.


Thanks
 
In all my many years of boating I have held the opinion that I have been buying a dealer as much as buying a boat. That’s doubly true when you live in a different country to the boat builder as you don’t want to deal with shipping and customs issues.

When I came to buy a boat in the PNW ten years ago I checked out Port Boat House before I bought a C-Dory from them. C-Dory at the time we’re in a turmoil at that time following another change of ownership, the departure of Jeff Messmer, Andrew Custis etc. and the effects of the GFC. Though the Venture 23 I bought was of first class quality there were the inevitable couple of teething issues. Those were fixed very promptly by PBH without any support from the factory and I then received great ongoing service even though the boat was out of warranty. When it came to move on to the RT I traded it with PBH. There were a couple of teething issues (though less than I expected) and PBH looked after them fast and efficiently through their satellite. I had already checked that I had a good Volvo dealer nearby (actually two) before I bought. That was critical!

The rendezvous that RT holds are fantastic for support. The support was very obvious and the only minor item I had was fixed immediately by a great factory tech. I have no reason to believe that the RT factory is less committed to first class support of all their customers but they are going to have to ensure that their dealer network is as good as PBH and takes up the load as they grow. They cannot do all support factory direct. This is likely the most critical phase of their business life and I know from my professional life that it will take a different skill set than the one that builds boats. There will be issues as they work on it but I believe it is in all our interest to work with them to ensure their success.
 
I bought my 2011 R29 used. I have had it now for 6 years. Over those 6 years I have had a few problems and a lot of questions. I have always had rapid replies from the factory and great support. I could not be happier with my purchase and the team that is behind the scenes. I personally am surprised with the growth of the company that they are able to be as hands on helpful as they still are.
I totally agree with what Jim F has said. I have received responses late at night and on weekends many times to answer questions I have had. I can not imagine things changing in the future.
 
I bought my CW 28 New in 2017 using the factory delivery program as well as the factory orientation option.
Turned out to be a good choice as I met all the key service players at Fluid Motion as well as being able to chat with Owner David Livingston. Had also had my eye on Rangers and then CW boats since running into the classic 25 in Portland Oregon some 10 plus years ago. Waited to jump in and buy my CW after my retirement so I could actually use the investment!

Will add my 2 cents worth to the customer service subject. Granted , I bought a new boat . Andrew and his TEAM have gone out of their way a number of times to get issues ,(large and small), corrected in a timely fashion . We live in AZ. so at times I have had to do a few corrections myself, with their guidance. I would hope that Fluid Motion continues to add quality folks to Andrew's customer service dept. so that downgrading the customer service that all owners receive is not degraded.

Bill T.
 
I'm not believing it either. RT has stood behind their customers for years, and provided exceptional support. We bought our boat from Port Boat House and, as a RT dealer, they also have stood behind the product long after the deal was done; even though we bought a used boat. Now, because 1 person heard a rumour from a "reputable source", we are supposed to believe that RT is going to abandon their customers and do a 180 degree about face?
jkhiser, please give us something more to work with.
I'm not buying it without some more proof.
 
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