SPICER'S BOAT CITY

Here is the letter that I wrote to the owner, that will explain everything:
Good Morning Mr. Spicer, 
Our pontoon boat was recently in for service at your dealership in Houghton Lake. The process to get our boat repaired and returned to us, took six days shy of one month. But being without a boat for that length of time during prime boating season wasn't even the worst part.

• The lack of communication and the absence of any concept of customer service is what angered us the most.  Your website, TV and print ads and (most annoyingly) your on hold phone recordings, tout your quality customer service that was non-existent. During this process your employees were polite and apologetic, however unhelpful. I am submitting to you a log of dates and what occurred, or was told to us. Below:

June 10 - We called your dealership, to schedule the boat for pick up, the soonest they could do it (while working around our schedule) was June 17. 
June 17 - We were not informed when we scheduled the pickup that there was a backlog in the service department of two weeks. The pickup was done on time.
June 23 - We made a phone call, since nothing was communicated to us. We were informed that no one had even looked at the boat and that there was a two week backlog.
Our boat was now hostage, considering we were paying $200 just to have it picked up and dropped off. Again, we heard nothing for a week.
June 30 - We called and were told that the boat would be looked at that morning or early afternoon, and we could expect a call then.
July 1- As a result of no phone call when promised the day before, we called and were told it was a fuel float switch that was the problem, and there would be an additional 3-5 day part delivery delay. Now we are into the 4th of July weekend.
July 5 - We made a phone call again. Keep in mind that not once since June 17 were phone calls initiated by Spicer's to keep us posted). This time we asked to speak to the Service Manager, Jesse whom we informed of our frustration in the poor communication on their end regarding the status of our boat. Jesse apologized and told us that he would keep us better informed from here on out. That was not to be.....
July 7 - We called, AGAIN, to find out that nothing had been done.
July 8 - WE called inquiring as to the status of the part, or anything? Only to be told by the woman who answered the phone that their computers were down and they couldn't tell us anything about our boat!
Heck, we believed they couldn't even tell us where it was!? You would think someone could have walked back to where the boats are repaired and ask someone!? Apparently, not. We were informed that someone would call us later that afternoon.
Later that afternoon - came and went, and we called (as usual). We were told that they were unable to even work on the boat because the computers were down!? We asked them to have Jesse call, but Jesse did not call us. 
July 10 - We had still not received the return phone call requested on July 8. So....you guessed it, we called him and were informed that there was still no part available for the repair and that they hoped to have it later that day? Based on the part delivery schedule we were told earlier, it should have been there no later than July 6 or 7?  
Our displeasure at the lack of communication was again expressed by us at that point. 
July 11 - We actually received a phone call!! Our boat was repaired and ready to be delivered at a total cost of around $600. We are accepting delivery on July 19....we hope! 
Mr. Spicer, we cannot even fully express our dissatisfaction in the service we received during this past month. The complete lack of communication was the worst part, even after expressing our disappointment it did not improve. And to think, that your entire business shuts down due to the failure of your computers, is absurd!  On top of it all, we had no recourse for our displeasure, since we were also at your mercy, because we would be charged for pickup and delivery, regardless of the repair.
We understand that it is difficult to stay on top of everything that goes on in your business, so we felt it was our duty to let you know of our experience at your business. We only hope to receive our boat as promised this Saturday, and that it has been repaired to perfect working order.
This was Mr. Spicer's response:
Thank you for taking the time to communicate your concerns.  The communication should have been much better.  We have a process for that, and from your email it looks like that was not followed.  I can tell you that in the height of the boating season having your computer system go down for nearly two days is a very difficult thing, yet it should not have been your concern.  And it doesn?t explain the other lack of communication. 
I?m going to have a discussion about that with the employees involved. We are one of the few facilities in a wide area with factory trained and certified technicians.  This, and the seasonality of the boating business, can result in backlogs.  This should have been explained to you, and I apologize that you were not informed to your expectations. 
The message on hold you mention refers to the Spicer Advantage program.  One of the benefits of buying a boat here is that you receive expedited service.  I understand your concern for communication and delay, and will use your feedback to improve. 
I will see that someone contacts you to confirm delivery.
***To say the least, we are soooo pleased that we could help Mr. Spicer in the training of his employees, to improve customer service.*** Please recognize the sarcasm in that comment.
You would think, since our experience is now a part of their customer service training program, that we would receive some kind of compensation!? Or at least had been offered to receive a free delivery to our dock.
I am not confident that Mr. Spicer would be the proper person to conduct a training on customer service. Or that customer service would improve at Spicer's Boat City any time soon since: " (they) are one of the few facilities in a wide area with factory trained and certified technicians."  Meaning they do not have any competition to worry about.