Exciter Seats-Mad as He## @ Checkmate

[Costa]

When I received my new Exciter seats from Checkmate the rear portion or the back seat had a hole punched in it. :pissed: The side boards had the 1/4"x20 bolts screwed into them and during shipping one of the bolts punched a hole in the rear seat vinyl. (The bolts had blocks of foam put on them but apparently during shipping the foam came off of one of the bolts). I called Mike and he asked me to remove the vinyl off the board and ship it to him and he would replace the portion of the vinyl that was damaged. Sounds reasonable right? When I looked at the vinyl on the back seat it has over 400 yes 400 staples holding it on. I called Mike back and told I would have to return the entire back seat and that i wanted the wood replaced also, because after removing all the staples around the perimeter that nice new resin coated wood I paid for would have 800 tiny holes around the perimeter- a great place for water intrusion. Well he tells me they are only going to replace the portion of the vinyl with the hole and not the entire rear seat vinyl and they will not replace the wood they will just staple the same vinyl (with the replaced vinyl piece) with all the staple holes back on to the same wood piece! :shakehead: I dont think the vinyl with all the holes in it from the previous staples and the wood with all the previous staple holes will hold very well!!! I paid 1725.00 for seats with a hole in one of them and dont really want to send them back and end up with something much worse than a hole!! Am I wrong in my thinking? Anybody have any suggestions? I dont want to talk to Mike again because he does not seem to think theres anything wrong with the type of repair he wants to do. HELP!:brickwall:

[xsive]

It's a good thing they build an absolutely fantastic product (some of the best gel I've ever seen) and have some wonderful dealers because the factory is terrible at acknowledging customer concerns.

I've had my own less than thrilling interaction with the factory and heard the same thing from another person. Can't say if I'm suprised, but I feel for you, and you are right. You paid in good faith for new you expect new, not rebuilt or kinda new. Not your fault they can't package stuff right. Anyone with any customer service skills wouldn't argue with you when you are upset over their mistake, they should say send it back I'll take care of it. PERIOD. Even if they fixed it the way they told you they would (perhaps not to your satisfaction) you wouldn't know because it is covered up.

If you call there again make sure you try to get the old man Bill Combs

[JW]

I'd ask Mike to re-do the entire seat, and if he wants to use the original wood then at least add one layer of fiberglass and resin to seal the original 800 holes.

[Costa]

I thought that would be a reasonable alternative but he wanted nothing to do with that. Heck I dont want him to use the original vinly either. It has 800 holes in it too!! I wonder if I can get thru to Bill Combs. I will give that a try and see where I get with him. I dont have any complaints with the seats themselves they look fantastic! I will post back and let ya'll know what the outcome is. Thanks for the suggestions. Costa

[t town]

I too had a terrible experience last march when I went to pick up my new interior from Checkmate. When I ordered the interior Mike quoted me one price and I agreed. I asked for a couple of very small...Easy changes to my side pads. When I asked how much more it would be he said fourty or fifty dollars or so. When I picked up my interior they charged me $280 dollars to make this simple change "which any seventh grade wood shop student could perform" On top of that, my complete interior for which I was quoted one price was additional $400 more for labor. Mike said he might have forgotten to tell me about that...NO SH##!! YOU FORGOT! I was very unhappy to say the least. Mike told me I would have to take my complaint up with his daddy. So off I go to talk to daddy. When I began to explain my position, daddy went off!!! He began to yell and scream at me that what it was is what it was and there was nothing he was willing to do for me. I tried to explain to him I would have never agreed to that price and it was the fault of a checkmate employee "MIKE" not mine. He replied with a flurry of obscenities and finger pointing. Well at this point I had enough so I began to give allitle of what I was gettin. He didn't like that and threatened to call the police on me. I told him my son "who was at my side would go next door and get tha police if he would like. "there is a state poloce post right next door to checkmate" In the end I still took delivery of my interior mostly because they had used my wood from my seats to recover them and I needed for my boat. I will NEVER spend another dime with the checkmate factory or support them in any way. Not so much because of the difference in the price of my interior but because of the way I was treated when I came to them with a problem. The my way or the highway attitude of checkmate customer service just won't work for me. Oh and the new pulsare I was to purchace this summer has been replaced by an order for an Allison Grand Sport. Because when it comes right down to it I'm going to spend my money with a company is going to stand behind their product with good customer service!

[Drex]

I had a few problems with my new Pulsare 2000BR right off the bat also. I worked with Mike and Kip both and didn’t have a problem with either of them. They both seemed to do everything they could to help me out and fix my problems. One problem I had was I couldn’t get the stereo to turn on. I knew it had power but it just would not turn on. I called Kip; he pulled a different faceplate out of their stock and sent it to me. The new faceplate worked. All I had to do was send my faulty original faceplate back & Kip said he would deal with the stereo company. Sorry to hear you guys had such bad experiences.

[Boston Predictor]

That sucks costa. I would be just as upset. this isnt nickels and dimes we're talking about. You paid alot of money for a quality product which you didnt get. :pissed:
If i had as much money as they do, I sure as heck wouldnt give a crap about replacing something as incidental as a piece of wood and some vinal.

[Costa]

Whell I called Checkmate this morning and guess what Bill Combs was too busy to talk to me!!! :pissed: Go figure huh! They took my name and number and they said they will have Mike call me Monday morning. When I told them Mike was the one I was having a problem with they said oh well he's the only one that can help you. :pissed: HELLO!!:pissed: :pissed: :pissed: grrrrrrr

[tazfinz]

YOUR SITUATION IS TOTAL B.S. I WOULD TRY TO RETURN EVERYTHING AND GET YOUR MONEY BACK- SEE HOW THEY LIKE LOSING 1700+ IN MONEY.

[Costa]

Well its Thursday and still no reply from Mike. I am going to call again this AM and ask for Bill Combs. I'm sure he will be too busy to talk to me but..... I am getting to the point that I want to tell them where to put the seats!!:pissed:

[t town]

I bet it wasn't so hard to talk to them when it was time to pay for those seats!!

[bdusted440]

From my personal experience if you have a NEW checkmate covered under warranty and state and federal laws you will get some help but if you own an old mate go elsewhere.I wont get into it but I personaly have had very bad service with the factory.Although there dealer network is great like cm fargo!:yell: :shakehead: :shakehead: :shakehead: :shakehead: :shakehead: :shakehead: :shakehead: :shakehead: :shakehead: :shakehead: :shakehead: :shakehead: :shakehead: :shakehead:

[Chris]

I'd ask Mike to re-do the entire seat, and if he wants to use the original wood then at least add one layer of fiberglass and resin to seal the original 800 holes.That sounds reasonable to me. I suggest you propose that to Mike and if he wont meet you in the middle, PM me with ALL the details. ;)

[Chris E]

Customer service is the first thing that goes when the economy is good. only because there is someone right behind you willing to spend money. everyone will kiss your rear when the economy sucks. the companies that will still kiss your butt during the good times are the companies that you want to deal with.

[Chris]

Well....

Here's my .02 cents.

No company is perfect. And I think I know a little about it, since I run two small companies plus this website. And from time to time things go a little awol for us all.

Over the years of running this place, I've seen both sides of posted complaints, which for the most part have been relatively few thankfully.

And I've learned a few things.

-Usually there are always two sides to a story. AND, when compared, the stories don't always match up. EVEN, when both sides are attempting to be completely honest.

-Typically from my experience, a company, can't win by coming on a message board and telling "their" side of things. So quite often what you get is a one sided version of events. Let's face it, even if a company is completely in the right on a particular matter, generally speaking, it's a really bad approach to call your customer out in public.

-Unfortunately, some people have figured this out and they therefore use a forum as a way to get what they want, whether deserved or not. I'm not saying that this is the case in any of the stories that have been posted in this thread, because I'm not familiar with any of them. But, I will say I've seen it happen here. And I've also seen it happen plenty of times elsewhere.


-Most good companies, will typically choose to fix things up quietly behind the scenes and in the end the full story is never heard. And often what we get is the enivitable "make up" post where someone posts the problem got solved and the company in question is back to being "da bomb".

-A little patience with a problem goes a long way to getting it resolved. And it helps if you handle a matter by remaining composed and being resonable. But that doesn't mean you shouldn't be persistent, but do so remaining calm and polite. If phone calls don't work, try writing a letter which details the issue.

-Calling up and being unresonable works to your disadvantage. Think about it, if you're the person answering the phone and someone is being unfair to you, does that make you want to help them? Probably not. And, it will most likely leave the person with a bad impression which might be hard to overcome.

With regard to Checkmate....

They've been in business for forty plus years. And you don't stay in business for that long by not looking after the majority of your customers. And for the most part, I think they look after their customers pretty well. Do they slip up every once in a while, make a mistake, have bad days etc? Yup. Life happens.

I've personally dealt with Mike a number of times and he's been great to deal with. The boys have made me covers (that I paid for) that came and fit my boat perfectly. And they've also provided us with enormous support in the form of literature, info, use of their logos etc.

Kip has also provided build photos for numerous members as their boat progresses. And this is something which they do for their customers, not just for us here. They also more or less have an open door for anyone who would like to take a tour the factory, see the production facitlities etc. So I deeply believe they care for their customers. There's no doubt about that in my mind.

BUT, we need to keep in mind that for the most part Checkmate is a family owned company. So it's probably a given that things can quite easily get "personal". But having that personal connection also has a lot of positive benefits as well. For example you're dealing with the family that owns the company. So this deal is their meal ticket.

Anyways, don't read too much into my post. I don't know anything about this particular issue to be honest. And my hope is that things get resolved to everyone's satisfaction. I think JW's suggestion seemed like a fair resolution to me. But again, I don't know both sides of the story.

In the end, I'm not an employee of Checkmate. I don't have any special connections with them, get any perks from them etc. But if you would like me to give Kip or Mike a call on your behalf I can do that for you. The only thing that I would ask is that you provide ALL the details including the explanation Mate have given etc.


Regards,

Chris

[Duane]

sounds like an issue that should have been taken up with the shipping company first of all... second of all, he offered to fix the vinyl, you complain about wood rotting because it isn't sealed... do you think that each and every staple hole was sealed with resin as the seat cover was put on?! NOPE! Do you think water can get into a staple hole even when a staple is in place? If you say no then well...
I would want a new skin but if he could replace the piece that was damaged by stitching a new one in place, I would be all for that. You have the right to be pissed, but it isn't necessarily their problem to provide free work because the shipping company f***ed up, not to mention this is for a boat they built what... 20 years ago? Maybe you've been logical with them, but it sounds as if you are acting a bit rash right now... I don't think you need to GO TO THE TOP, KICK ASS TAKE NAMES, just get what you need and get the job done...

[jkeiper]

"not to mention this is for a boat they built what... 20 years ago?"



I think every one has made some valid points, however, the fact that the boat was built 20 years ago has nothing to do wth the new seat he ordered. New parts are new parts.

My .50cents worth adjusted for the high price of gas.


Jim

[Costa]

I am not trying to kick ass and take names! I cannot get any reasonable solution to my problem from Mike so I tried to get with someone that might take a little more interest in the problem. As for the staple holes - the new staples that will hold the vinyl will obviously not go back into the same hole the old one came out of, so water can get into those open holes a heck of allot easier than one that has a staple in it.
The shipping co may be partially at fault because of the hole, but the primary responsibility is Mikes because (it appears)he did not pack the seats properly or at least provide protection for all the bolts sticking out of the side boards. Also if you would be happy with someone removing 400+ staples from the vinyl of your seat, stitching a new piece on which requires removing all the stitching then restitching a new piece to the other piece with several stitching holes in it from the first attachment, then refastening the vinly piece with 800 holes around the edge (remember 400+ staples) good for you but that is not ok with me!
I am not trying to get something for nothing or get free work but I do expect to get a good/undamaged product for the $1700.00 I paid for the seats, not patchwork. The seats look fantastic and I am extremely pleased with the quality.

[Costa]

I just spoke with Mike again. He agreed to reresin the wood to seal the holes and will probably redo the rear seat vinyl. He does not know if he will have to redo the entire rear seat vinyl untill Linda in upholstery looks at it and makes a decision. (I sure hope she redoes it all!) He said they would start on it as soon as I got it to them. When I spoke to him today he had an entirely diffrent attitude than the previous 2 times I spoke to him. Guess the previous times he had bad days??

He also said he was not going to file a claim against the shipping co because of the time and effort it would require to get it done, which I can understand that could turn into a complete PITA sometimes!

The problem is not completely solved yet but we are headed in the right direction. I will get the seat sent out this week and will repost upon its return and let ya'll know how it works out.

[Adam L.]

When I spoke to him today he had an entirely diffrent attitude than the previous 2 times I spoke to him. Guess the previous times he had bad day???

Glad to hear things are looking up.

Funny you mention his attitude had improved. He just got back from a vacation. Probably a much needed one!!!

I just got my rub rail insert that I ordered from him. I ordered dash board trim also but I guess he forgot about that. Oh well, I will find it somewhere else.

[Chris]

It's nice to hear things sound like they're on the way to getting resolved. :thumb:

[haftoo55]

Got your seat friday. Have to see where Linda is on it Monday. Thanks again for phone book. Alan

[Costa]

No problem for the book, and thanks for the update on the seat. If you dont mind keep me posted on it's repair.
Thanks again, Costa

[INXS]

Good to hear that things will be resolved but this makes me think, as I'll get new seats sometime in the future, of having someone local redo them? Maybe the Checkmate folks should think a little more of the info that passes though the web. I support Checkmates, my favorite hat is the Checkmate hat, but I don't drink Checkmate Kool-Aid when it comes to this type of thing!

[Costa]

Inxs, the price for getting the seats from the guys at Checkmate vs. locally was competative so I decided to get them from Checkmate. All I had to do was provide them with my Hull ID and they looked up the build info and I got the exact seats that came with my boat when it was new and they were shipped right to my doorstep. The problem was caused by the shipping co and the guys at Checkmate tried to cut corners on the repair to get by as cheaply as possible (for them!).
I also support Checkmates, and my favorite hat is also the Checkmate hat. Now will I order anything from Checkmate again? Probably. I will give them the benefit of the doubt but if I get crappy customer service again they will never receive another cent from me! I will post again when I get the seat back and hopefully it will be repaired correctly.

[INXS]

Good Luck, if they're competitive with local Texas shops I'm sure they're the best way to go for me as NJ is a high tax state and it's costly no matter what companies that do bussiness hear. A lot of folks buy their outboards in Delaware, no sales taxes and large volume dealers that make it known that they are cheaper then NJ dealers. Our sales tax is 7% and they say they want to raise it to 7%. Add in that we have the highest property tax and they doubled the bussiness tax 3 years ago and you can see how the prices are so high.

[Costa]

Well I just got my seats back from checkmate. Guess what? They did not re-resin coat where the existing staples were and they just replaced the portion of the vinyl that was damaged, basically they just restitched a new piece of vinyl replacing just the portion of the vinyl with the hole (not the entire rear seat vinyl like he told me he would do)to the existing piece that was there so basically other than on the perimeter of the seat there is a row of staple holes in the vinyl. Also on two of the corners of the seat the vinyl has holes in it not from the staples but from the poor workmanship. This is a completely rigged job!!! Mike at Checkmate basically lied to me about how they were going to repair the seat and just rigged the repair like he was planning to do the first time. So I spent another $55.00 in shipping the seat to Ohio and have nothing better than I had before. Attached are the pictures please let me know if I am wrong:brickwall: :brickwall: :brickwall: :brickwall: :brickwall: :brickwall: :brickwall:
http://i57.photobucket.com/albums/g220/red_boat/100_2016.jpg

[Costa]

These staple hole run down the entire length of the bottom of the seat!!http://i57.photobucket.com/albums/g220/red_boat/100_2018.jpg

[Costa]

http://i57.photobucket.com/albums/g220/red_boat/100_2019.jpg

[Costa]

http://i57.photobucket.com/albums/g220/red_boat/100_2021.jpg

[Costa]

http://i57.photobucket.com/albums/g220/red_boat/100_2015.jpg

[bdusted440]

Ouch.This is where I bite my tounge and say good luck.:eyecrazy:

[INXS]

They make a beatifull boat at a good price but every now and then there's a isssue! I'm not going to peck away at problems I've seen and heard elsewhere but it seems that they are avoidable? Maybe it's time for someone to caption the ship? Anyway, sorry to hear about the seats. I hope they know they just gave the local guys a lot of reupholster work?

[aaronmt]

Yeah , i agree thats like throwing a bandaid on if even that. if i was you id see what i could do myself with that i just got done doing my seats with the covers from checkmate. I can tell you one thing as bad as your whole ordeal has been i think id rather buy the whole seat like you did then like i did. i have had nightmare rebuilding the frames from 20yr old rotted templates and resining everthing. I would definatley use marine woood next time to avoid the resin. Once again id go ahead and see what i coulld do myself with that or a local apulstury guy, summer here just remember that in the long haul that ya wont do that again. Aaron

[77trimate4]

makes me wonder about buying a new 'mate

[INXS]

I would still buy one. Great looking and they are built to last at a fair price. A used mate can be a great bargin.

[aaronmt]

After doing a few months of crawling around my 87 starflite i certainly wouldnt hesitate to buy another one myself. You are very hard pressed to get the overall quality and performance elsewhere. P.S. where else are you going to get the support you get on here from anonymous guys(and gals) accross the nation. I myself look forward to reading these posts as well as learning what to do or not to do. Aaron

[Costa]

I called Mike Friday and he insists the seat did not leave the factory looking like it did and wants me to send it back to him again and he will take another try at fixing it again. Shipping from Houston to Ohio is costing me a fortune. Well they are going to get one more try and then I have to cut my losses. I will keep everyone posted on the progress. UPS is picking it up from me tomorrow.

[INXS]

don't know if they offer it. If you did you may have a chance to recoupe, matter of fact even if you didn't maybe Mike and you can ask the shipper to cover the shipping? I worked for Fed Ex a while back and can tell you that a fair amount of the stuff can get banged around. It's rare that the contents, if packed right, will get damaged. Not to say it doesn't happen, but seats can absored some pounding.

[Costa]

INXS, the first time they were shipped to me they were sent truck freight using Overnight Trucking, that is when they came with the hole poked in them. Mike did not want to mess with trying to deal with the shipping guys since he could get it fixed quickly and get it back to me. (I'm thinking the primary responsibility might have been his because they were not properly packed) The last time they were shipped to me was using Fed-ex, the seat was wrapped in a heavy guage clear plastic bag. The box was not abused and I checked the bag for tears and/or holes after seeing the shotty repair and there were none. Again I think Mike does not want to go to the shipper due to time and hassle involved with the claim process. Thanks for the advice though!!

[smsmith36]

If they did leave the factory in the condition the pictures showed, I hope someone gets their ass reamed out good. One person doing ****ty work can give a whole company a bad name. I hope he makes them right for you. That will help make up my mind if I get my seats from the factory or local.

[INXS]

Hope all ends up well, keep us informed.

[Costa]

They will be at Checkmate Monday (6-26). I am supposed to be put at the front of the line. Then another 4 days till it gets back. Thank goodness my old seat has enough life to get me thru this PITA.

[Costa]

Well I received my seat from Mike at Checkmate.....................
They used new vinyl on the entire seat this time and as far as I can tell all the wood was re-resin coated and when it arrived this time the box did not look like they dragged it behind the truck from Bucyrus to Houston. Plus Mike did a much better job at getting it packed up this time. So another happy ending but only after much aggrivation.Thanks to all for suggestions and comments.

[Chucker]

Glad to hear everything worked out ok for you! Sounds like that ordeal caused you more than one headache!

[haftoo55]

I am happy that every thing worked out for you. Alan

[Costa]

Alan, check you PM's
Costa:bigthumb: