Customer service and the build quality are two different subjects. Build quality in the upper ranges 8,9,10 does not need customer service. Most of the issues in a boat with a build quality in this range should be delivered with no warranty build issues between the QC check sheet at the factory and the pre-delivery rig check sheet (PDI) The only issue that could come up is vendor warranty issues which has really nothing to do with build quality.
Build quality should include (1) Hull construction, (2)Gel coat quality ( additives used to help UV damage) (3)Fastener quality,(4) new technology advancements used, ( lack of wood and use of composite ) (5) Hull and top side bonding ( proper sealing of deck to hull and all exterior installed components sealed ) (6) Machinery alignment,( Inboards, Keel extension to hull, cutlass alignment to engine coupler, engine centered on engine bed and no soft foot, Correct overall propeller installed) (outboards, engine mounted at proper elevation, engine properly bonded, correct prop for stern lifting and proper rpm, cables and hoses installed properly and sealed, engine pods sealed correctly) (7) Electrical system installed as per ABYC recommendations, QC check sheet filled out confirming that all connections are made properly, tightened and proved to function to manufactures specifications. (8) plumbing installed and tested no leaks, routed properly to sumps, over board drains, tank and faucet connections correctly made and proved. (9) Interior finishes (10) all vender installed equipment installed to the venders specifications.
The objective of any manufacturer is to build quality and make a profit. Any manufacturer that compromises one for the other goes out of business or is reorganized. When a manufactures warranty department and customer service department is overwhelmed with calls , complaints, and prides there business with customer service. There will be many positive comments of how well they were taken care of when they had issues. There will also be as many that have had bad experiences. The fix is not to have a better customer service department. The fix is have a better quality control department. Give the warranty department a break. Smaller manufactures have more people that are involved in the build and not in the issues of the build when it leaves the factory. When I purchased my C26 in 2016 I had read TugNuts post for about a year. There were very few negative post. When there was Andrew Custis was responding and posting a resolution. This was not often, there were more issues of small problems that mostly were caused from owner error. I was impressed ! When I purchased my new C26 I had put Fluid Motion on a high standard. I shortly realized that the quality was good but not flawless. I had leaks, electrical issues, plumbing issues, electronic issues, trim tabs installed in properly, engine installed improperly, high engine compartment temperatures. The dealership I purchased from was a good reputable honest dealer but at the time lacked in house service. It took me 4 months to get a PDI and when I finally got a PDI I had to handle it myself. Fluid Motion was aware of this but just kept telling me that's your dealers responsibility. Well it really was my responsibility so I could get my Volvo warranty. So I took care of it.
After 6 months of ownership and realizing that I needed to take the warranty issues into my own hands and making the repairs myself. I worked with the dealership. Any issues that needed parts I called them and within a month I had the parts. a couple items took longer but I did receive them at no cost. The issue with doing all the repairs is I had to remove panels, and take the boat apart to get at wiring, plumbing, air unit, interior near the anchor locker..... When I did this I would find more issues, I had to say " what were they thinking when they did That!!!!" a thousand times. My wife would tell me fix it but don't look for something else to fix. It seemed hard to do. I have had my hands in every nook of this boat and seen some poor workmanship and seen some awesome workmanship. I needed to add this so that my rating is understood. I am not the boat owner that rates a boat by how well the customer service department takes care of me. I rate a boat on how well it is built, how well it performs, how well it is designed, and how well it holds up to the harsh elements in the marine industry. If I rated it on customer service I would rate it at 8. I never really experienced a 8 rating but I probably didn't give them a chance to provide the service. I believe overall the customer service department is there to give everyone a good experience.
I would rate the build of my C26 at the time that I received it at a (6). slightly above average. I believe that with all the repairs and upgrades I have done to the boat to fix or install equipment to ABYC recommendations the boat is a strong (7) now. I like the boat, it is comfortable for a boat its size.
