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Riverpirate

What happened to my Chap freebees?

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After purchasing my 2011 196 this past June I received a post card from Chap letting me know I would be receiving some freebees; hat, keychain, etc. but have never recevied them. Has anyone else had this experience? After spending a nice chunk of change on a new boat, a complementary hat would be a nice gesture.

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Welcome to the neglected buyers club. I was promised something based on input to the factory. I recently purchased a 2012 196 SSI.Took delivery about 6 weeks ago. I guess that is the sign of the times. Maybe we didn't buy a big enough boat!

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Same here. Received post card in mail about a month after picking up the boat (June) about getting some freebies. Haven't heard or seen anything since.

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It's my understanding that Chap monitors the forum. If so, I hope they will respond as to why we have been overlooked and how they intend to correcting the oversight.

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Just out of curiosity, who promised the stuff? Was is Chap Corporate or the dealer from whom you purchased the boat(s)?

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It was Chap Corporate. Someone in position to make any of those types of decisions. I don't want to mention any names since I made need them to fulfill warranty issues since my dealer has dropped the line.

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Just out of curiosity, who promised the stuff? Was is Chap Corporate or the dealer from whom you purchased the boat(s)?

Chap Corporate. We were asked to complete and return a survey and would be sent a hat, floating key chain and other misc. items. I guess I didn't give high enough ratings to warrant receiving my freebies.

Quote from the Chaparral website:

At Chaparral, we've always said, "The boats are the stars." That still holds true today, but it's equally important that boat buyers and dealers alike want to know the strength of the company and the people behind the name.

Guess we now know "the strength of the company and the people".

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Purchased a 285SSX in Aug 2010 and and am still waiting for a Thank You card. Never even got a Thank you or a hand shake from the dealer. Not Impressed

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When I purchased my boat and completed the survey, I received a small soft cooler filled with 3M marine products. I recall it did take a while........

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When I received the after purchase "survey", it said that I would receive a hat and something else after the survey was returned. Of course, I received that survey and notice 2 days AFTER I spent some money at the Chap online store buying a jacket, sweatshirt and a couple of hats! Good timing as always! I have NOT yet received the goodies promised when I returned the survey though.

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Last year I bought a new boat and filled out the survey. Was promised a hat, floating key chain and some other bits in return. Waited a while and they all arrived in the mail. We use the floatie every time we go out as the keys are on it. Sorry if others had a different experience. I have no bad things to say about either my dealer or the boat builder, both of whom delivered exactly what they said they would.

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Reading these postings, I am inspired to strongly suggest to the Chaparral Corporate members who read them that they visit their local Acura dealership to see how a consumer product corporation should be run. There's none of the "promises made, not kept" nonsense. I recently bought an Acura and my experiences with the dealership seem to be the norm for Acura owners (and owners of other up-scale car brands). I've received coupons for free oil changes for completing surveys; there's always free wifi and free coffee in the waiting room; loaner cars are always offered; a free car wash is done every time the car is brought in for service, and there's a customer approval survey after every service - a survey which is read by the management and which is responded to immediately. Chaparral is an up-scale boat. It's time its dealerships and corporate officers start treating its customers like owners of up-scale boats. Hy

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Reading these postings, I am inspired to strongly suggest to the Chaparral Corporate members who read them that they visit their local Acura dealership to see how a consumer product corporation should be run. There's none of the "promises made, not kept" nonsense. I recently bought an Acura and my experiences with the dealership seem to be the norm for Acura owners (and owners of other up-scale car brands). I've received coupons for free oil changes for completing surveys; there's always free wifi and free coffee in the waiting room; loaner cars are always offered; a free car wash is done every time the car is brought in for service, and there's a customer approval survey after every service - a survey which is read by the management and which is responded to immediately. Chaparral is an up-scale boat. It's time its dealerships and corporate officers start treating its customers like owners of up-scale boats. Hy

They have been dropping the ball for awhile, Hy.........

matt

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Therein lies the problem. I'm just hoping we can prod them into some action. To show you what I'm talking about: I had my Acura serviced yesterday. I had an email survey on the service on my computer by 7:00 last night. I had voiced one problem which was not repaird. I just came home and found two messages on my answering machine; one from the head service writer and one from the service manager. I called back the service manager and he wants me to come see him whenever it's convenient for me to do so to deal with the problem. Now, that's service. ARE YOU LISTENING, CHAPARRAL. Hy

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We have had 2 Acuras and always found them to have excellent service. We also had a SAAB for many years and that may have been the best service that we had with a car. Would of bought another one, but they are in trouble. Of course that is the auto industry and it seems that the boating industry hears a different drummer. Not that it is right, but it does seem they move at a different pace. Their service seems to totaly depend on the dealer and they can be really good or really bad.

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Please don't get me wrong; I love our Chaparral. Nevertheless, I don't expect any support from the corporation or from the dealer. Ours is an older boat, so we aren't dealing with a warranty. Anything I can't take care of myself will be handled by the local mechanic or other specialist. I just think it's a shame that people with new or relatively new Chaparrals have to jump through hoops to get any satisfaction from corporation or, sometimes, from their selling dealers. It shouldn't be that way. Part of the problem, I believe, is that there are a limited number of Chaparral dealers. If you bought from dealer A, you're stuck with him - good, bad, or ugly. The district set-up Chaparral uses limits choice and allows dealers to possibly have a certain level or attitude. Each is the only game in town. Now, if Chaparral had a corporate attitude similar to the one Acura has, the story would be very different. Acura corporation expects a high level of service and customer satisfaction from each of its dealers. Surveys, via email and phone calls, directly from Acura corporation itself to customers assures that that level is maintained. Good customer treatment must come from the top down as well as from the bottom up. Whoa, I'm sounding like an Economics or Marketing Professor and those aren't even my fields; but I did run an automotive repair business for a few years (our family-owned for over 50 years)and learned a thing or two about customer relations and loyalty. You don't have to be a professor to understand what should be done. You do have to be a corporate executive willing to make changes to get it done. Hy

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Now, if Chaparral had a corporate attitude similar to the one Acura has, the story would be very different.

...

You do have to be a corporate executive willing to make changes to get it done.

You've got it right ... it always starts at the top, with leadership and leading by example.

Unfortunately, that seems to be a problem ... as demonstrated by this very topic.

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Riverpirate,

I just spoke with our CSI coordinator and she says you are all taken care of. Is this correct?

Ok, I can assure everyone that no conspiracy exists!!! :D

Just so everyone is on the same page, let me run through the process.

Every new owner should receive a letter from the President of Chaparral thanking them for their recent purchase and letting them know that they will be receiving a CSI Survey(Customer Satisfaction Survey) soon in the mail. When they receive the survey and return it within 30 days, they will receive the gifts in appreciation for taking time to return the survey.

In no way do the answers given by the customer determine if they receive the gift or not.

Actually, the survey is filled out by the customer and returned to a third party reporting agency (AVALA) who compiles the data and reports our results publicly.

If you did not receive your letter, or survey, or gift please do not hesitate to contact us directly 229-686-7481 and tell the receptionist that you need to speak with someone regarding CSI surveys. But please keep in mind that it could take a month or two from date of purchase to receive these.

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The problem with this type of survey is that it comes too soon after you have bought the boat. There needs to be a second at say 9 months or a year to see what the owner thinks about the product then. :Twocents:

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The problem with this type of survey is that it comes too soon after you have bought the boat. There needs to be a second at say 9 months or a year to see what the owner thinks about the product then. :Twocents:

:) Actually there is a second survey that is delivered 300 days after ownership is taken.

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:) Actually there is a second survey that is delivered 300 days after ownership is taken.

Must of missed it. :scratchchin:

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