Warranty claim on Profurl and Beneteau, pls. help

[negrini]

Friends
I purchased a brand new Beneteau OC43, and since Feb/16th this year, I reported a broken furling system. My Profurl broke apart during warranty. During this period many communication delays went up-and-down until Profurl manifested and stood behind their product. They replaced the product at no cost and just asked for a simple picture as a proof of failure; they sent in a new furler drum. Although I'm very delighted with this company, Beneteau denied the problem and asked me to pay for the service to replace the drum. I feel myself anger and frustrated . I'm asking Beneteau now for an official response and intend to claim it in a court. In reality I have no idea where to start, and have never done it before, any help ?

thanks

[tommays]

sounds like a poor dealer WHO should be working to make you happy

[night0wl]

I was just going to say...where is your dealer in all of this? Generally, very few things go directly from buyer/consumer to manufacturer. Its your dealership's responsibility to ensure that you're a happy buyer.

That being said, it is dissapointing to hear Beneteau not step up, however I think this may be a case where they all looked at each other and didn't know how to handle your request since they're not equipped or staffed to handle direct consumer issues/requests.

[Vasco]

Sorry to hear you got such poor service. Who is your dealer? If no satisfactory resolution file a claim in the small claims court in your area. Most of the info and procedure should be available online.

[Jeff_H]

My own personal experience with Beneteau's warrantee and customer service has been very good so your story surprises me. I do not know how the warrantee works in your country or how your agreement read, but in the US, warrantee issues are filed with the Dealers who sold you the boat. If you disagree with the way that the Dealer handled the complaint, you can contact the Beneteau's customer service rep who would intercede and review your case. In the case of manufacturered items, (in the two cases that I saw, a stove and a Lewmar Hatch) the warrantee was supported by the manufacturer with the dealer supplying the labor to make the repairs in the case of the stove, and the owner supplying the labor in the case of the hatch which was technically out of waranty but which was supported by both Beneteau and Lewmar.

I would think that you need to start with your purchase agreement and see what it says about Filing warranty claims, warranty issues on OEM manufactured items and so on to see whether you were treated properly under your warranty agreement. If you were not and there were actual out of pocket expenses that should have been covered, I would approach Beneteau's customer service department and make your case in an unemotional, matter of fact way. Based on my experience, my sense is that they will investigate and direct you to an appropriate remedy as contained within your waranty agreement.

Respectfully,
Jeff