Best Customer Service Ever!

[Carl8878]

I posted on this site about 6 months ago having had tons of problems with my 08 VLX and was beyond surprised when I recieved a call from the warranty rep at Malibu (Mike Sanchez). He told me he had seen my post and was wondering how he could help. I was having a big problem with gel coat cracks on a brand new boat. Had 15-20, 2" to 16" gelcoat cracks throughout my boat. I was informed by Mike that no matter what he would make sure the boat was fixed to perfection and that Malibu would back any decision I made. After being reassured in March that it was ok to use the boat for the summer months I decided to have boat fixed during the off season. Throughout the summer we started to notice new cracks in numerous places. Two weeks ago I called Mike back and told him the problem. Instead of making me wait to have boat repaired Malibu opted to put me into a new boat. I could not believe the customer service I have recieved from Malibu. From day one these guys have been about me and more helpful than I could ask for. Yesterday I ordered my new 2010 VLX and should be getting it sometime around mid August. I have to say that I have been a big fan of Malibu and their boats for years but this has made me a customer for life. If anyone is thinking about buying another type of wake, ski or pleasure boat DONT! I promise you are getting the best boats made and if they treat all their customers like they have treated me, we will all be customers for life.

Carl Prichard

Proud Malibu Owner

Odessa, Texas

[txwakejunkie]

VERY NICE!!

[Malibudude]

Carl,

Glad to hear everything is resolved, I knew it would.

[MalibuTime]

Wow, very cool. I was thinking the same thing a while back about the 2008 make it right campaign. How many companies would spend that kind of money for their customers to fix things that honestly could have been done (with a lot more hassle from the customer having to schedule appointments, drop off boats etc.) by the dealer network in a period when sales have died and money is tight? 1, Malibu.

I would have to think the mix on the gelcoat or resin on the hull of your boat was a bad batch to get that many bad cracks.

[jetskipro550]

That's awesome!

Imagine calling up a car dealership with an 08 with problems and them giving you a new 10...that would NEVER happen!

[martinarcher]

Awesome man - simply awesome.

[68Slalom]

Great story and even better outcome for you.

Edited July 16, 2009 by 68Slalom

[Faceplant409]

That's pretty cool but here must have been something wrong for them to opt for a replacement. I'm sure it was a tough decision for Malibu as I'm sure they knew they'd get some good press (forums) over this, yet they set a precedent also with future expectations from customers...

Over the years we've seen this happen a couple of times for various things, (cough,cough HAMMERHEAD..)

We've also seen customers bite themselves in the arse trashing Malibu (or other makers) on forums and have Malibu dig their heels in & not budge.

Glad it all worked out for ya!

Bu rocks!

[Sixball]

So good to hear another positive outcome. All I can say is I have not had to deal with Malibu directly. My dealer has been so good I have had no need to go any further. I have not had any major problems but what Little thing have come up its been taken care of.

[tj_in_kc]

Hearing this makes me feel really good for choosing Malibu when I bought my boat last year. I will always stick with BU, they are pretty awesome!

[wakeup]

Hearing this makes me feel really good for choosing Malibu when I bought my boat last year. I will always stick with BU, they are pretty awesome!

Bingo. I'm sure Malibu hoped that one of the outcomes of replacing the boat was for this very reaction from customers. Good PR move on their part.

Anytime I've ever called Malibu directly, it has been a great experience. Thanks Mike Sanchez for stepping up.

[Ndawg12]

I'm going to look for some spider cracks!

[kent]

Thats AWESOME to hear ! I think Malibu is a def better company than the rest. Not to ruin the party, but what about other problems that effect many, many more , ie. the dreaded black box. I would think that would be as high on the priority list, and yet nothing. They keep on popping these in with no fixes. I still have to crawl into the battery compartment and hit the little reset button with a paper clip everytime I put in the water. And for some reason it always starts on random in usb mode. I know its like beating a dead horse, but one would think they would have come up with an alternative or go with a company that has units with the latest and greatest that can deliver with what it advertises.

[Blindside_137]

I'm going to look for some spider cracks!

Great story! What colors did you order?

[WhoaNellie]

Malibu customer service is by far the best!!

[hookblade]

WAY TO GO MALIBU!!

[skyskier]

So good to hear another positive outcome. All I can say is I have not had to deal with Malibu directly. My dealer has been so good I have had no need to go any further. I have not had any major problems but what Little thing have come up its been taken care of.

Yep.

Edited July 17, 2009 by skyskier

[Baddog]

Great move on malibu's part, but I have to ask: Why don't more (dare i say all?) compaines realize the huge value in treating customers right for the right reasons?

I hate bad customer service and I do vote with my feet. I also shovel the praise and share my postive experiences far and wide when a company does right by me.

[bl1996]

What do you do if your dealer BR's and the next closest says "you didn't buy it here so..."?

[Bobby Light]

Awesome news glad it worked out. Doesn't really surprise me though they did that for you given all the problems you were having. I'm sure they knew at that point there was an issue with the boat and they needed to get that boat back and figure out what was wrong with it so it doesn't happen again on other boats. Malibu is great and I think they know the power of the positive experience as it gets shared with others.

I don't really think this sets precedence for other customers wanting or getting replacment boats, but if the situation warrants they should.

[obski]

Awesome news. Way to go Malibu.

[DUKENO1]

I just finished taking a dremel tool to my boat! Going to give Malibu a call in the am and go ahead and get my

2010 ordered! Woohoo!

Seriously, that is awesome! Way to go Malibu! That kind of customer service is hard to come by these days!