What Russ and Keith claim in this video is spot-on. I'm going through this right now with Lagoon
(and for the past 2+ months). The negativity I have for the policies and behaviors of Lagoon's representatives grows with each day I'm given the run-around or have to wait to get service
. I am APPALLED how Lagoon
and its dealers act when it comes to warranty. From what I understand from some of the dealers, quite a bit of this is because Lagoon (and I assume the rest of the major manufacturers) does everything they can to avoid paying for troubleshooting or claims and, when they do, their reimbursement rate is so minimal that it doesn't really make sense for a dealer to spend their limited service
people (who are so backed-up with more profitable paying customers) fixing warranty problems for a reduced rate. (I'm also told it takes forever for dealers to get reimbursement from Lagoon). I had one Lagoon dealer outright discourage me from coming to them because they didn't want to get involved in warranty work. Additionally, Lagoon's policy is that you can't find your own local mechanic
to make the fixes (as the dealers might not be able to schedule you for months) and then get properly reimbursed. So the onus is on you to get the boat to the closest dealer (which might be very far away or in a very expensive area). Finally, all the costs for the time you're waiting at a marina or getting the work done is on you - Lagoon will not reimburse for dock fees
even if it's a perfectly valid warranty issue.
I was advised by one Lagoon dealer: "just bite the bullet, get local people to fix the problems, and then submit your claims to Lagoon; if you get 20% back, consider yourself lucky." Wow - just wow.
Related, I spent a few months at a Cape Town
marina where new Leopards were being commissioned. From what I understand, the commissioning process takes so long and each boat often has major work done on those docks because they are so poorly manufactured at the factory. I've been told both by workers on those boats and delivery
skippers that it's a ****-show. I was also told a story about one new Leopard
with major structural problems identified by the delivery skipper
. It took many thousands and months of screwing around (engineering reports, lawyers, etc.) to finally get Leopard
to build a new boat for the owner. It was only after the owner threatened to change the name of the boat (to reflect the structural problem) and advertise the problems in newspapers that Leopard finally relented. Appalling...
When you buy a boat with a warranty for such a significant amount of money, it is reasonable to expect the manufacturer will act with integrity. From my experience, Lagoon does not. I do not accept "well, that's the way it works in the industry." It is beyond a slap-in-the-face to new owners and shameful behavior. I would bet the only way to change this behavior is to stop buying new boats/boats with warranties. They haven't any reason to change if there aren't negative consequences for their behavior.
As an aside, and as the manufacturer warranties are basically useless only causing new owners grief, I see a great opportunity for insurance
companies to enter the business of providing extended warranties that are actually meaningful and useful.