Malibu Boats A step above & Beyond, read and you decide

malibutansnc · Newbie Joined: 09 Nov 2006 Posts: 18 City: wilmington

Malibu Boats slogan I believe is a step above and beyond. I'd like to share my story and then you decide just how true that is. I will try to make this as short as possible, but I do promise it is worth reading.

I purchased a 2002 Malibu LSV in 2006. I am the 3rd owner of this boat, so keep in mind I have no warranty. I saw the boat sitting on the side of the road, fair price for the condition, I knew I was going to have to put SOME money into. Unfortunately for me, the seller was probably the most dishonest person I have had the displeasure of meeting. I bought it and took it straight to a Malibu Dealer, told them to go through it and make it right. I ending up spending 3k that trip, replacing motor mounts was one things that was done.

A month later I broke my first of 6 shafts. yes I was busting shafts. Every time a shaft was busted a repair was done, we replaced the transmission, the vdrive and even had the bottom of the boat completely reglassed. Short version, 6 shafts and 2 Malibu dealers later, I call Malibu Manufacturer in complete frustration. The first answer from Malibu was of course, we cannot help you your boat is not under warranty. That is until Doug Childress & Kerri Johns at the Malibu Plant in Tennessee heard my story.

A step above, they sent a driver to my home in Wilmington NC and took my boat to the plant in Tennessee to get to the bottom of why I was busting shafts, this just never happens in boats. They then found the problem & fixed it,apparently I had the wrong size motor mounts put on, can ya believe that? So they fixed that and they also replaced the blower, installed perfect pass,replaced my entire muffler system & exhaust tips, adjusted steering, new battery, new upgraded prop, shaft & strut. I am sure I am leaving things out here, sorry!

A step beyond, they bring my boat back to my home shrink wrapped, upon opening my boat I find that it has been completely buffed, decals replaced, the entire back lockers have been replaced, new upholstery, new floor, new ski locker in floor, new stereo and all new shocks and locks. I almost called them thinking they had sent me a new boat on mistake, my jaw dropped in total disbelief.

My boat looks entirely brand new. I did not ask Malibu to do this. I cannot believe that they did this, I know plenty of people with wakeboard boats that have a hard time getting warranty work done. And here I am a 3rd owner no warranty being treated as if I just purchased a brand new boat from them. I have never heard of the manufacturer standing up to this degree, I mean my boat was not at the dealer it was at the plant where the boats where made! They did not have to do ANY of it, but they did.

I cannot say Thank you enough to Malibu! I can say I am extremely proud to be a part of the Malibu Boat family and will never trade my Malibu for any other boat!

Malibu IS A Step Above and Beyond!!

sandm · Outlaw Joined: 12 Jan 2008 Posts: 141

nice story.
I love my supra, but have not had any luck getting them to send me a dozen snaps for the tonneu covers. even offered to buy them...

I bet that they just made a customer for life...

malibutansnc · Newbie Joined: 09 Nov 2006 Posts: 18 City: wilmington

Malibu is always quick to get back to me on parts & accessories, even though my boat is alittle older I have not had any problems. Smile

I am for sure a customer for life!

Hollywood · Posted: Feb 07, 2008 11:38 am Post subject:

That's great, but what does the dealer that was bending you over fixing parts that may or may not have been broken due to them installing the wrong mounts have to say for themselves?

Brit Rider · Posted: Feb 07, 2008 11:40 am Post subject:

Great story - any pics? Very Happy

malibutansnc · Newbie Joined: 09 Nov 2006 Posts: 18 City: wilmington

malibutansnc · Newbie Joined: 09 Nov 2006 Posts: 18 City: wilmington

malibutansnc · Newbie Joined: 09 Nov 2006 Posts: 18 City: wilmington

Hollywood · Posted: Feb 07, 2008 12:48 pm Post subject:

That is a cool story about Malibu, I was just interested in the dealer part of it that's all. Good for you, and for Malibu to not let one crappy dealer relationship turn you off to their product.

malibutansnc · Newbie Joined: 09 Nov 2006 Posts: 18 City: wilmington

Thank Hollywood. I just tend to get really bent about that dealer. Thank god Malibu is a stand up kinda place to make up for that though.

oshensurfer · Posted: Feb 07, 2008 3:36 pm Post subject:

malibutansnc, cool story. Glad for ya!

Ralph · Posted: Feb 07, 2008 5:43 pm Post subject:

Its heartening to see a big player in the industry not be arrogant & go the extra mile for service. Props to them.

HeadRush · Posted: Feb 08, 2008 7:40 pm Post subject:

I call BS.

krbaugh · Addict Joined: 24 Jan 2003 Posts: 758 City: Edwardsville

Lets say I am more than a little skeptical

"I ending up spending 3k that trip" Shocked

"we replaced the transmission, the vdrive and even had the bottom of the boat completely reglassed" Shocked

Why on earth would you replace a v drvie and tranny for a obvious alignment problem? Much less glass the bottom of the boat Shocked

"So they fixed that and they also replaced the blower, installed perfect pass,replaced my entire muffler system & exhaust tips, adjusted steering, new battery, new upgraded prop, shaft & strut"

Shocked

Why would Malibu replace muffler system & exhaust tips, adjusted steering, new battery, new upgraded prop, shaft & strut if the problem was the motor mount on a 3 owner boat years out of warranty

DRAGON88 · Posted: Feb 09, 2008 11:04 am Post subject:

Seems legit to me, as well as others on the maibu forums.

http://www.themalibucrew.com/forums/index.php?showtopic=12891&st=0&start=0

krbaugh · Addict Joined: 24 Jan 2003 Posts: 758 City: Edwardsville

I am not saying that Malibu does not have great service but that
story is either missing some key facts or it is fiction

malibutansnc · Newbie Joined: 09 Nov 2006 Posts: 18 City: wilmington

Im not for sure why you'd think I would make it up, thats kinda lame.

I think they did it because I had so many issues. This has been spread out over a 2 year time period of trying to figure out what the problem was. The 3k I spent was when I first purchased the boat, I had several things done, but the main thing I wanted to point out was that the dealer at that time put mooba mounts on my boat and didn't tell me, they where off a inch I believe.

When I took it back to that dealer they then said it had to be my transmission throwing the alignment off, here's a clue I am NOT a mechanic, so if they are telling me thats what it is I can't really disagree. After 2 more shafts I called the malibu plant and spoke with Mike Sanchez who believed at that point and all the work I had done the hull must be twisting, which made sense after we found out the previous owner had run it a ground, we found this out because with the help of Malibu we got all the paperwork from boat dealers who had worked on our boat. So we got it reglassed. when it busted another shaft that is when Doug & Kerri from the Tennessee plant got involved. Feeling at that point they had to do something they did, and I suppose they went as far as they did to make up for all my problems, they actually want Malibu owners to beproud and happy, GOOD FOR MALIBU.

I suppose if you still think my story is not true call anyone who rides in the Cape Fear River in Wilmington NC ask about Kristi & Eric's boat, they can confirm my story. Or call Malibu themselves ask to talk to Kerri, Mike or Doug. Hey what the hell call Grandpas Marine in Greensboro NC where my boat was taken. But I guess you'd think they where all lying to huh? Dude your lame, what's wrong with just saying, wow Im so shocked Malibu did such a awesome thing?? Rolling Eyes

K-dub · Ladies Man Joined: 12 Jan 2003 Posts: 14760

krbaugh, technically that boat was not "years" out of warranty....unlike Centurion, Malibu does have a 3 year warranty on the motor/DRIVETRAIN that is TRANSFERRABLE to MULTIPLE owners with NO added fee for as long as the warranty is still in effect. Not to mention the "Lifetime" warranty on the Hull....the original poster being the 3rd owner means nothing here.

Now, considering that the boat was "just" out of warranty, and by the sounds of it, Malibu knew that this boat was a problem child to begin with.....I have no doubt in my mind that they took care of this poster as stated.

Sounds like they went the extra mile to take care of a future repeat buyer of a Malibu to me.
When I have to deal with Malibu on warranty issues......1st owner or not, they are always ready to try to make it right. And off of the top of my head, I can think of several times they have gone the "extra" mile or ten, just to make it even more right.

malibutansnc, congrats on the "new" used boat. I'm sure you'll get alot of good fun out of it this coming summer.

malibutansnc · Newbie Joined: 09 Nov 2006 Posts: 18 City: wilmington

Thanks k-dub.

malibutansnc · Newbie Joined: 09 Nov 2006 Posts: 18 City: wilmington

I want to clarify one thing. I shared my story because I believe Malibu did WHATEVER it took to make me happy. ANd I wanted to share this because this boats are expensive and if someone is looking at spending this kind of money, they should consider what the boat company will do, meaning will they stand behind their product. MALIBU WILL. So please anyone looking at buying a new boat, RESEARCH. find stories and owners and think about the big picture when dropping 40k OR MORE on a new boat Smile

Blindside_137 · Posted: Feb 09, 2008 5:45 pm Post subject:

malibutansnc, I sent you a PM.

krbaugh · Addict Joined: 24 Jan 2003 Posts: 758 City: Edwardsville

It is true that Malibus engine warranty is one year longer than Centurion what that has to do with the price of tea in China I have no idea! Wasn't it a 2002 so the warranty was out in 2005 and this is 2008 Question

Well what ever if Malibu did all of the above Huge kudos to Malibu and congrats to malibutansnc!

malibutansnc · Newbie Joined: 09 Nov 2006 Posts: 18 City: wilmington

Like I said I Dont see why you doubt my story, what would I get from making this all up.

SO seeing as how they did in fact do what I said they did I will just say Thanks krbaugh

krbaugh · Addict Joined: 24 Jan 2003 Posts: 758 City: Edwardsville

The reasons i doubted it was My moma always said if it sounds to good to be true it probably is. Plus this is the internet Wink

Good luck with the boat!

DRAGON88 · Posted: Feb 09, 2008 9:42 pm Post subject:

krbaugh, Malibu didn't do all of those things at once. This is spread out over a few year period.

krbaugh · Addict Joined: 24 Jan 2003 Posts: 758 City: Edwardsville

Ok now that makes a lot more since like I said "story is either missing some key facts" I knew there had to be more to the story thanks for clearing that up

DRAGON88 · Posted: Feb 09, 2008 10:04 pm Post subject:

krbaugh, honestly I was pretty skeptical at first too, but after a few people in the know claimed it to be legit and her post on TMC, I sided on the side of legitimacy.

Fully agreed that the original post lacked a lot of the meaty details.

malibutansnc · Newbie Joined: 09 Nov 2006 Posts: 18 City: wilmington

Yep I did leave stuff out, but only because I tried to make the post short. Like I said I did it because I wanted people to know that Malibu would stand up for thier product when they need to. It's not like they did it when my first, second or even third shaft broke, they did it when it had been to 2 dealers and the dealers where kinda scratching thier heads. I suppose after all the posting I have done now, it would have been much easier to just make one long post, but come on who's gonna read a post that long haha.

Commodore · Ladies Man Joined: 20 Jun 2005 Posts: 11636

malibutansnc, congratgs on getting it worked out.

Mike O · Soul Rider Joined: 23 Jan 2003 Posts: 416 City: KINGSPORT

I fully believe that! I was a Malibu owner for many years and know Kerri Johns personally as I visited the plant many times and If I ever had an issue with my boat, she was right on top of fixing it. Malibu does care about there boat owners when the boat has been reasonably taken care of. Some folks abuse a boat and want the company to be responsible for fixing it. good for you malibutansnc! Very Happy