Join Date: Feb 2011
Thanked 2 Times in 2 Posts
Rep Power: 4
Re: West Marine makes enemies
Here's my issue with WM.
I hate losing money, but I also hate online shopping. Typically when I need something for the boat, it is needed now - not in a week, not hopefully the right thing.
I also prefer to look you in the eye when i buy from you.
For that privilege I'm willing to pay a small premium - not double.
I recently pulled my boat for a bottom job. The lift operator asked me to point out where my speed probe is to make sure it's not destroyed in the process.
Well, I got it wrong and the little impeller was broken.
No worries - i drive right past the WM on my way to the yard, and even better - if they don't have it in stock, I actually have a week to wait.
Well, the "friendly" WM associate first tried to convince me that the impeller can't be ordered separately. When I gave him the Airmar/Raymarine part number for the replacement kit, he insisted that the number is wrong. I asked him to check the internet (I got the part number on the net the previous night) when he told me he doesnt have time to search for it and that he cant help me.
Well, I just happened to also need a lot of other items for the boat.
I took my business to Defender.....
This is not the first run in for me with this specific store. Previously their store manager was really out to PISS everyone off - same attitude - "I dont have time for you"
Fortunately, she was either promoted out of harms way or she PISSED off one customer to many.
Now, when I do stop by the WM, I specifically go search out individuals that want to help - even if they are not the most knowledgeable, as long as they have a "You're my customer - I want to serve you" attitude.
"You can't cross the sea merely by standing and staring at the water" - Rabindranath Tagore