Conference unifix::sailing

731.0. "Eska Outboards" by RDF::RDF (Rick Fricchione) Sun Jan 17 1988 09:52

I was having some trouble with an outboard motor (brand new) that I bought 
from Boat/US.  The below letter explains it, but suffice it to say that
one week after sending this letter, a UPS truck pulled up outside my house
with a brand new motor.    They even picked up the old one from the shop

Moral.  The power of the sailing notes file (even if a little exaggerated)
should not be underestimated.

:-)

Rick


* In a way, I am keeping a promise I stated in the letter.
   


The Eska Company
2400 Kerper Boulevard
P.O. Box 360
Dubuque, Iowa 52001

Attention: Customer Service Department

November 10, 1987

                                    RE: Problems with new 2.5 HP outboard
					motor.


I would  like  to  bring  to your attention a problem which occurred shortly
after  purchasing a 2.5 HP ESKA outboard motor from BOAT/US (Waltham, Ma) in
late  June.   The  motor  was  to  power  the dingy of our O'Day 40 ("Stock
Options").  We keep both at a slip at Masthead Marina, Greenwich Bay, RI.

During our  July trip to Marthas Vineyard, with less than 2 hours of running
time on  the  engine,  the  motor  seized in the middle of Edgartown harbor.
It has been inoperable since.

Upon my return, I called ESKA and BOAT/US, asking who the nearest authorized
ESKA repair  facility  to  East  Greewich,  RI  was.  I was directed to "The
Wharf"  marina in Warwick.  After bringing the motor to them, I was informed
that you "had not received the warranty card", and that I would have to wait
while  you checked your records, contacted BOAT/US, or waited for my card to
come  in.   August  passed by, then September, with no action.  Since then I
have  been told by the shop that you "have gone out of business", and that I
should  not expect anything.  To compound this set of mixed messages, I have
received  a  letter from you stating that you have gotten the warranty card,
and hoping that I enjoy the enclosed ESKA patch (!).

During September,  I  contacted  you  by  phone  and was told that "if I was
getting poor service" I should let you know.  I am doing just that now.

Please understand  that  I  was  quite meticulous about the fuel/oil mix and
about  proper  break-in  of the motor.  I followed the directions exactly as
written.   In  talking  with  the  repair shop, he informed me that the same
problem  (seizing  in a brand new motor) has happened to several ESKA motors
besides mine.  He also indicated that he was not going to sell ESKA anymore
due to all the problems he has had with them.

How can  we  resolve  this situation? I believe I have done all that I could
given  the  situation.  I paid perfectly good money for a motor that did not
provide even two hours of service during the summer of 1987.  In addition to
that I  had to pay for launch services or accept the inconvenience of rowing
a large achilles dingy ashore while its motor lay unusable in a shop.  

I did  not  believe one had to buy a Japanese motor to get a quality product
and good service.  Things seem to be proving me wrong however.  I am willing
to  accept that my particular unit was defective and that no matter how hard
a  company  tries,  some  percentage  of  products go out the door when they
should  not.   I  believe  it  would  be  good customer service to provide a
replacement unit.  My experience has proven that attempts to repair defects
such  as  this  are  not  productive.   One repair leads to another, then 
another and so on.



In my  spare  time,  I  and  others  participate in a sailing conference
/newsletter for our (Digital Equipment Corporation) employees. Hundreds of
sailors from the United States, England, Australia and Europe are involved.
I  would  be  my pleasure to inform them of the prompt and courteous
service provided by ESKA once this problem was brought to their attention.

Anxiously awaiting your response.




                                                Richard D. Fricchione
                                                27 Mill Road
                                                Boylston, Mass.  01505
						1-617-869-6074 (after 5)
						1-617-250-7146 (secretary)


sad\RDF

    Ah. the power of POSITIVE press!!