Posts: 155
Threads: 25
Joined: Mar 2013
Reputation:
0
Home Port: Tierra Verde Florida
Vessel Info: 2002 38 Open w/Cummins 6cta's 8.3 450 hp
It never ceases to amaze me how BAD their customer service is. I need to order some parts.....I called them yesterday morning, and again this morning and here it is 2 full business days later and I have not heard a word from anyone. My business wouldn't survive with response times like that. This is not the first time this has happened.....the last 3 or 4 times I have tried to contact them, it has taken days for them to get back to me. They used to be good....I don't know what's happened, but it's a "Black Eye" for Tiara in my opinion.
Posts: 261
Threads: 9
Joined: Jul 2011
Reputation:
4
Home Port: Daytona Beach, FL
Vessel Info: 2000 Tiara 3500 Open
Cummins 6bta -370
And how about that useless Forum they have on their website. Just tried to get in and you have to change your old existing password, provide email for more junk email flyers they send out and then it tells you it has to be activated by the administrator so I still can't get in. I like my Tiara but their customer service sucks.
Tom
Posts: 702
Threads: 14
Joined: Dec 2010
Reputation:
11
Home Port: Kings Park, NY
Vessel Info: 2003 38' Open Cummin's 6CTA's (450 hp)
I've worked with Tiara service for many years and always found them responsive to my needs.. Always ready to help.... Several times they sent me replacement parts even though they were out of warrantee.... Not sure why you have had a problem......
Posts: 3
Threads: 1
Joined: Mar 2014
Reputation:
0
I have always had good luck in the past too, but for some reason this year they won't get back to me either I called them on 3/7 left a message emailed on 3/10 STILL NOT A WORD FROM THEM!!!
Posts: 155
Threads: 25
Joined: Mar 2013
Reputation:
0
Home Port: Tierra Verde Florida
Vessel Info: 2002 38 Open w/Cummins 6cta's 8.3 450 hp
Heard from them at 4:50pm today. 10 minutes short of 2 working days. I too used to get great service....I would call and actually get to speak to someone. My experience, those days are gone.
Posts: 453
Threads: 30
Joined: Feb 2013
Reputation:
0
Sometimes they respond right away and sometimes it takes a few days. Sometimes e-mail works better as they can respond when they slow down. Just a thought.
Posts: 32
Threads: 5
Joined: Mar 2011
Reputation:
0
I'm not trying to defend anyone here, but coming from someone who has been in manufacturing his entire career, I'm sure the Tiara is not any different, and everyone is being asked to do more with less. In my opinion, it's even lucky there's still a receptionist that answers a phone rather than just going through a 20 min automated menu.
That being said, I have had nothing but top notch response from Tiara. They always - even if it takes a while because someone is out of the office - return my calls and emails. I've had them call me back to check on progress, send me full documentation on procedures to fix things, even leave parts I've ordered in a location where I could pick them up because I was passing through their area. Could be a lot worse.
Now, the website forum...that's a different story!!
Posts: 21
Threads: 5
Joined: Dec 2012
Reputation:
0
I am pleased with the service; but I will agree it was better in the past.
When our 1987 3100 was part of the fuel tank recall they were over-the-top good. There was a problem with the repair, and I questioned the entire procedure. They understood my concern and sent a field rep to our boat to make sure it was done properly. That was a big part of the reason our next boat was another Tiara.
The user forum web site... a sad thing.
![[Image: burkard-sig.jpg]](http://www.tiaraownersclub.com/images/burkard-sig.jpg)
