Zero Off and Zero Response - Need Help

[cincyskier]

This is a repost from my post on TeamTalk, but was told it would be a good idea to post it here as well:

 

I am a promo driver with a 2012 PS197 and about a month ago the down button on my Zero Off stopped working. Ran through the gamit of checking, resetting everything etc, and the button is in fact dead. Luckily for me, I have still been able to slalom off it even though its stuck at 36 mph (I cannot cycle through the speeds). I also use my boat to pull practices for the UC Waterski Team, and for the past month we have had to hand drive it just so we can use the boat (makes you appreciate speed control and how spoiled we have all become). But as far as using the boat for its intended prupose of using it to pull tournaments, the boat is rendered useless. I have already missed 3 events because of ZO not working, and I have a couple more in the coming weeks that I am not too confident about making.

 

Both my dealership and MC have been aware of the problem since Day 1 and have been on top of it, but both they and myself, are having zero luck with Zero Off (no pun inteded) and getting any type of response from them. I understand that some things take some time to get resolved, but the fact that its been over a month and I am on the verge of missing a total of 5 events for the year is a little frustrating. And we still have no line of sight to a solution.

 

We are at a loss of what to do to get this resolved any faster. Any suggestions?

 

[The_MS]

MC needs to make sure that you get paid for the missed events or your 2013 will be costley. Does the dealer have another boat that they can pull a ZO unit out of?

[cincyskier]

As far as buying a new gauge...... the dealership was told a couple weeks back that there were no units availible at the time and that they (ZO) would have to take one that was already slated for a prodcution boat to get me one. Of which was not an option we could pursue.

 

And as far as MC reimbursing me for the missed events, they are in fact taking care of it, but, for me, thats my smallest concern. I didnt decide to become a promo driver for the money, rather, I am in it to promote the product, the sport and the lifestyle. To me, the financial kickback for taking the boat to tournaments and participating in events is just a nice perk of the whole thing. That being said, my frustration is the fact that my boat has been sitting on its trailer for the past 3 local tournaments.

[The_MS]

And no quality practice. I feel for ya.

[skibug]

Amen...Bring back PP!!!

[webbdawg99]

I thought Andy Mapple was intimately involved with the development of ZO?

[Razorskier1]

Have heard this a lot about ZO service. The PP guys are terrific. Too bad we can't have ZO technology with PP service.

[Jody_Seal]

Yes ZO's customer service leaves much to be desired! I know it is not your dealers fault that the display touch pad failed but I would take the boat back and demand your money back on the boat unless the problem is rectified ! I know it sounds harsh but money talks and BS walks so if it comes down to your dealer loosing money by reinbursing you on your boat then they will get something done now. Keep in mind our sport at a competitive level revolves around Zero Off and the boat is useless to you until it is rectified.

ZOOM! ZOOM! ZOOM! Zero Off!!!

[ForrestGump]

Have you reached out to Aarne Clow on this issue? Or has the dealership just been dealing with MC?

[cincyskier]

Taking the boat back and demanding my money back is a little excessive, at least for me, especially given the relationship I have with the guys at my dealer (Cincinnati Mastercraft). They bend over backwards for me, and every one of their customers every time, every issue. So I can hardly put anything back on them, as they are just as frustrated with the whole thing.

 

I tried calling Aarne and hes out on vacation this week. I also have a call/message into Jim Beebe the head of midwest drivers.

[Nick Sullivan]

Call Greg Badal and ask him to send you one of his spares. I replied to your post in Team Talk too. His contact info is in the Handbook.

[Kelvin]

Many states have lemon laws to cover such issues. Those laws can get the dealer's attention.

[ForrestGump]

If Badal can't get you one, email me your contact info and the boat serial # to shanehill@arrow.com . I'll get my best friend who's a mastercraft dealer to get it over to Chris Owen, one of the regional sales managers to see if he can do something.

[cincyskier]

Thanks for the help. I was able to get ahold of Greg Badal and he had a spare, personal unit he was going to overnight me to get me thru the time until the new one came from Zero Off. But, apparently we (dealership and I) barked up the right tree today, and we actually made some headway with E-Control. Long story short, the new unit will be in the mail Thursday. They aknowledged that there process of how dealerships order replacement parts is severely broken, and this case actually made it to the desk of their marketing manager. Hopefully....fingers crossed.... they are able to fix their issues with lackluster customer support after this. Thanks again for the help, and hopefully I will be back on the water this weekend.

[Dusty]

"Hopefully....fingers crossed.... they are able to fix their issues with lackluster customer support after this. Thanks again for the help, and hopefully I will be back on the water this weekend."

I would be more positive on that possibility if they didn't have such a piss-poor track record in that regard. Their record of non-performance in customer support is well documented as you can read from the earlier comments...

PP rocks in that realm.

[skierjp]

I don't think it's ZO's problem. It came as a factory installed unit. The dealer should have taken another unit from another boat. You wouldn't call the stereo manufacture if something went wrong with the stereo unit in your new car! It must be a very small dealer if they don't have a head unit in stock.

If you are on the MC Promo Team ( Promo Driver? ) your National Coordinator should have been able to take care of you.

If this would have happened to one of my Team Members we would have had one to you before the next tournament if not the next day.

[ForrestGump]

@skierjp - Why would a dealer have a ZO head unit in stock when they sell very few boats a year that use it? My best friend's dealership sells 60 mastercrafts a year AND 50 Nautiques a year and they'd never keep one in stock. I actually asked him as soon as I saw the OP's post to see if he had one to send to Cincy(even if it was a nautique labeled one) and he said they've had to replace one and Nautique parts got it to them next day so why keep an expensive part like that in stock. Plus, taking one from another boat isn't necessarily a viable option as next to no dealers stock a boat that comes with ZO, as almost all MC's come either with basic speed control or the speed control integrated into the V-Big dash.

[cincyskier]

As far as my national coordinator taking care of things.... I went thru the normal chain of command going first through my dealerhsip as I expected it to be a fairly simple fix. Little did I know what I we were getting into. I'll admit, I should have contacted my rep much sooner than I did, but at the end of the day, everyone (both dealership and the Promo rep I contacted) did everything in their power to get me back on the water.

 

Also...If the dealer would have had a spare unit, they would have given it to me that day mine went out. They are by no means a small dealer, but when it comes to selling boats with 3-event ZO..... im pretty sure they have sold two (one of them being my promo boat). Its a VERY heavy wakeboard boat market in Cincy....not many ski boats outside of Promos are sold every year. So having a spare unit close-by wasnt an option we could pursue.