Sierra parts problems...made right.

[ssportsmfg]

I posted on one of my other threads about problems with my Sierra water pump and lower unit seal kits, missing parts and poor quality. Today I called Sierra and talked to their customer service dept.

They are sending me a new complete water pump kit, even though I cleaned up (de-burred) and used the first one I received. They "wanted to make it right" They also asked that I look up the original OEM part numbers and let them know what they are so they can send me all the missing seals that were either the wrong size or missing altogether in the kit. They told me that if they have to they will buy OEM parts and send them.

I asked them why the impeller hub is no longer brass as in the pictures, and they explained that folks have had problems with the brass OEM and replacement impellers freezing on the shafts so they have gone to a synthetic. They are right as I had to cut the impeller off my shaft when I took it apart. It was original and brass.

So I just wanted to let everybody know that while I got some bad parts, they are bending over backwards to make it right. I have to give them an A+ for their excellent customer service!

 

[Scott Danforth]

they are also using you to do the research to find out what is missing. You just did their job for them

 

[ssportsmfg]

Scott that well may be, and I actually even mentioned that to them. But considering that I am getting a whole new water pump and lower unit seal kit for free, my next water pump teardown in 2-3 years will be no cost on the parts. Not bad for 15 minutes of looking up parts.

And they were very helpful and very professional on the phone. And did not hesitate to make it right and make up for my frustration by sending the new kits for gratis.

There are not a lot of companies anymore with good customer service. It is easy to complain, but sometimes we forget to say thanks when we get compensated for a bad experience.

 

[nwcove]

when your new sierra impeller 's hub comes detached from the vanes, will they go good for it and the possible engine damage it caused? they are saying sorry for selling you sub par stuff, and baiting you into keep buying it. jmo . alot of sierra stuff is ok, but for critical parts, stick with oem. again jmo

 

[Chad Flaugher]

I happen to agree with you ssportmfg... As a business owner myself, I can really appreciate a good pat on the back these days. Like most people, I read the reviews before I purchase most items, but in the back of my head I know... 10 people will complain to every 1 that compliment. Although Sierra may not be of utmost quality in all areas, good business practice and customer appreciation go a long way.