Support by Ranger Tugs and Suppliers

[Blue Healer]

We have had our 2009 R21-EC for long enough now to unequivocally state that the ongoing support from Ranger Tugs and their suppliers is nothing short of outstanding.

John Stirling from Raymarine at Mooloolaba (Queensland, Australia)
Ray Harris and Andrew Luscombe from Yanmar at Coomera (Queensland, Australia)
All at Ranger Tugs

Ranger Tugs have obviously selected their suppliers carefully.

If you think I am happy that we chose a Ranger Tug, then you have underestimated me.

Cheers
Graham

 

[Bruce Moore]

Impressive how their efforts to delight and support customers has global reach. Bravo, and thanks for sharing!


Cheers,

Bruce

 

[Portugeezer]

Well, I had an issue that burned up $300. Having bought my boat second-hand, the factory was dissolved of warranty responsibility although the boat was only one year old. I traced the problem to a rudder collar (read "Stiff Steering" thread) that was either out of round or out of tolerance. I ordered a new one from Marine Hardware (the supplier) and was told by Don there that their parts never fail. I installed the new one they sold me and 200+ hours later it is till working well. I shipped the old one back at my own cost as Don expressed interest in seeing what the problem might be. I never heard back!

So, although it is nice to hear when the factory and suppliers stand by their product, I contribute my story so that we don't get to thinking that everything is perfect in the Ranger Tug universe.

 

[rt11002003]

Nothing, nor any one is perfect. :cry:

Ranger does a great job, but. See above. I've been fortunate enough to be able to buy quality products in a number of areas, cars, boats, etc. Experience has shown me they all have defects. Some companies go out of their way to make one happy when a defect is discovered and brought to their attention. Some need reminding of their responsibility.

The buyer/owner needs to think about service after the sale. A dealer, 400 miles away, can't hold our hand. A factory, 3500 miles away, can only provide a certain amount of direct support. A diesel boat in America's heartland is going to find spotty repair and service. I prefer diesel, but recently bought a Rosborough RF-246 with twin Yamaha O/B's. I have a number of sources of local support for the Yamahas. I know as much, or more, about diesels as our local Yanmar support. But, I can say Ranger and Yanmar spent a lot of time helping me find that source. In Northern AL, I had to wait for the traveling Yanmar guy to get to my area. A diesel "circuit rider"?

Enough.

gene

 

[Stella Maris]

Back in February, our Xantrex Charger/Inverter went on the fritz. I contacted Andrew who put me in touch with Xantrex. The gentleman I spoke with from Xantrex walked me through checking fuses that are on the inside of the unit. Once it was determined that the fuses were good, he informed me that the unit would need to be shipped back to their Michigan plant. However, before that could be done, they needed to verify that the unit was still under warranty. (These units come with a three year warranty) Simply giving him the manufacture date on the unit was not enough. We needed to provide him with a copy of our purchase order showing that the unit was part of the standard equipment. We did as he asked scanning the invoice and emailing it to him. After a two week wait, we had still not heard back from Xantrex with an address to send the unit to. Finally, I got a hold of Andrew again asking for his help. He contacted his Xantrex POC who was able to get us the address to send the unit to. Once the unit was sent back at a cost of $200.00 in postage, the unit was repaired and sent back. After another $160.00 to remove and reinstall the unit, we were back in shape.

I once again contacted Andrew asking if Xantrex covered these costs. He suggested that I submit them to "Bruce", his POC at Xantrex and see what he said. Well, I now understand why Ranger Tugs moved away from Xantrex. As of today, I have sent three emails to Bruce asking about reimbursement. His answer, no response what so ever! Now, that is what you call great customer service! Ignore them and they may go away!

Andrew and Ranger Tug did all they could. Xantrex on the other hand...... My next charger will be of another brand I can assure you of that. I would not recommend Xantrex to anyone as they do not believe in taking care of their customers!

I want to thank Andrew for all that he did, he is as frustrated with this situation as I am.