EdandJeanne
Member
- Joined
- Jul 9, 2013
- Messages
- 15
- Fluid Motion Model
- C-302 SC
- Hull Identification Number
- FMLT3142C313
- Non-Fluid Motion Model
- Seaswirl Striper 2301
- Vessel Name
- Round About
We have read numerous postings about the excellent customer service the Ranger Tug staff provides us owners. We have another such story to share. We are new owners of a R25SC - the "Saratoga Smile" and were fortunate enough to be able to participate in the 2013 Desolation Sound Cruise. We had a fantastic time, wanted to stay longer but due to scheduling conflicts had to depart for home 2 days after our stay in Gorge Harbor. We were near where Kenny Marrs was staying and learned that he had to leave early also, so we offered to take him to catch his plane in Refuge Cove and, as it turned out, we were extremely fortunate that he was with us.
As we entered Refuge Cove, we all looked at each other and simultaneously asked, “Do you smell Diesel?” This could have been really bad – but Kenny immediately swung into action with confidence that assured us that we were in good hands.
We had about an hour before Kenny’s plane was scheduled to take off, returning him home to attend the wedding of a life-long friend. Kenny was completely focused on diagnosing the problem and getting it resolved – not on the fact that this could adversely affect him.
The pilot tried to accommodate us a long as possible – but since we did not have our arms around the problem yet, Kenny, at great personal sacrifice, would not leave us in this situation – he missed his plane – which meant he would miss the wedding, as there were no more flights until 5:00 the next day.
We diagnosed the problem as a fuel lift pump that had been vibrating against the motor mount and had finally worn through. After we isolated the problem to the pump, Kenny was immediately on the phone, trying to locate a replacement. After several calls, it soon became apparent that a replacement would not be available any time soon.
As luck would have it, one of the folks moored at Refuge Cove was a Diesel Mechanic and asked if he could help. We showed him the pump and he had just the thing to temporarily fix it – Marine Tex epoxy. This gentleman patched the hole in our pump. We just had to wait over night for it to cure.
There was nothing else we could do but wait until the next morning. Satisfied that we had a solution, we simply had to clean up, make dinner and come up with sleeping arrangements. Kenny ended up in a sleeping bag on our table berth, with a cushion borrowed from the “cave”, supplemented with a blanket to fill in the crack (as we had left the table cushion at home).
Throughout all of this, not once did Kenny show any concern for his situation, he was only concerned about us. On one hand, we felt really bad that his plans were ruined, but on the other, we were extremely relieved to have him with us. His presence removed the stress and anxiety that I know we would have experienced had he not been there.
Kenny's work is becoming legendary in the Ranger tug community and events like this reinforce a very positive perception of this company’s customer focus, which in turn creates many loyal customers with numerous stories about how well they have been treated. This type of service differentiates the truly excellent companies from all of the rest. We are thankful that this is culture at Ranger and are proud to be Ranger Tug owners.
In the short time we have owned our tug, we have had dozens of people stop and comment on how nice it is, we thank them and let them know that the boat itself is only part of it. We let them know that the customer experience provided by the Ranger Tug team is second to none.
As we entered Refuge Cove, we all looked at each other and simultaneously asked, “Do you smell Diesel?” This could have been really bad – but Kenny immediately swung into action with confidence that assured us that we were in good hands.
We had about an hour before Kenny’s plane was scheduled to take off, returning him home to attend the wedding of a life-long friend. Kenny was completely focused on diagnosing the problem and getting it resolved – not on the fact that this could adversely affect him.
The pilot tried to accommodate us a long as possible – but since we did not have our arms around the problem yet, Kenny, at great personal sacrifice, would not leave us in this situation – he missed his plane – which meant he would miss the wedding, as there were no more flights until 5:00 the next day.
We diagnosed the problem as a fuel lift pump that had been vibrating against the motor mount and had finally worn through. After we isolated the problem to the pump, Kenny was immediately on the phone, trying to locate a replacement. After several calls, it soon became apparent that a replacement would not be available any time soon.
As luck would have it, one of the folks moored at Refuge Cove was a Diesel Mechanic and asked if he could help. We showed him the pump and he had just the thing to temporarily fix it – Marine Tex epoxy. This gentleman patched the hole in our pump. We just had to wait over night for it to cure.
There was nothing else we could do but wait until the next morning. Satisfied that we had a solution, we simply had to clean up, make dinner and come up with sleeping arrangements. Kenny ended up in a sleeping bag on our table berth, with a cushion borrowed from the “cave”, supplemented with a blanket to fill in the crack (as we had left the table cushion at home).
Throughout all of this, not once did Kenny show any concern for his situation, he was only concerned about us. On one hand, we felt really bad that his plans were ruined, but on the other, we were extremely relieved to have him with us. His presence removed the stress and anxiety that I know we would have experienced had he not been there.
Kenny's work is becoming legendary in the Ranger tug community and events like this reinforce a very positive perception of this company’s customer focus, which in turn creates many loyal customers with numerous stories about how well they have been treated. This type of service differentiates the truly excellent companies from all of the rest. We are thankful that this is culture at Ranger and are proud to be Ranger Tug owners.
In the short time we have owned our tug, we have had dozens of people stop and comment on how nice it is, we thank them and let them know that the boat itself is only part of it. We let them know that the customer experience provided by the Ranger Tug team is second to none.