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My Bad Experience With Overton's (long)
Hi All,
I wanted to pass this along in hopes that none else gets burned like I did. I have a loving restored 78 Sportcraft 20' cuddy. Last season I added a jackplate to address a porpising issue. Because of the 8" setback, the steering cable couldn't make the bend. The last thing I wanted to do was drill a hole in the transom I worked so hard to replace. So my thoughts turned to hydraulic steering. I combed the web and the best price was Overton's. Now, we all know that cable steering is pretty much universal. What works on a Merc., will work on a Honda, will work on a Johnnyrude, etc. There were no applications or model restrictions on Overton's web catalog, so I ordered a Teleflex system from the website. It was a drop-ship direct from Teleflex with a 14 day turnaround. The 14 days become 35 and it arrives. The first thing I notice is a big red sticker on the outside of the box stating that "This unit will not work on the following motors....". Wanna guess what is the first motor on the list? Yep, mine. So I get on the phone. The sticker provides the part number for the steering cylinder that I need, so I'm thinking that this can work out somehow. Heck, I didn't even have to open the box. Even if I have to buy the correct cylinder outright, and send the wrong one back. I even entertain the idea of buying the right one and selling the other one on eBay. If nothing else, I'm an optomist. Well, Overton's Customer NoService girl has no clue what I'm talking about, so she transfers me to one of their technical guys. Turns out he dosn't either. I explain the sticker and tell him what cylinder I need. He says that part isn't available. He gives me the phone number for Teleflex and wishes me well. So now I call Teleflex Canada and the nice lady tells me that, "Yes that cylinder IS available" and "Yes they can order it, but I can't. You must go through a dealer.". Now I'm back on the phone with Customer NoService again. I again explain my predicament and my need for the elusive rear mount cylinder. She tells me that they can't help me and gives me directions for returning the kit.(At my expense). Because it arrived packed in an outer box, I wrapped the box in brown paper and packed it in an outer box and took it to UPS. Two weeks later I call to make sure that it arrived and they were going to issue a credit to my card. I am told that it arrived, and they credited my account. LESS A RESTOCKING FEE. Now had this been a $50 or $100.00 item, I probably would have let it go, but this was nearly $1,000.00! The fee was $129.00! This dosn't include the $55.00 to ship it both ways! After I was done sputtering and my blood pressure leveled off, I explained that this was hardly my fault, and had they provided the neccessary application info on thier web catalog, this would have never occured. Her reply was, and this is an exact quote: " Well sir, if I was going to spend $1,00.00 on something, I would be more careful." GRRRRRRRRRRRRRR! I asked to speak to her supervisor. I explained it all again in lurid detail and expressed my outrage with the smarta$$ed remark about my consumer habits. Ms. Supervisor told me she would look into it and get back to me. Two weeks later, still no call. I call back to find out that, yes, I am screwed. They will keep my money for nothing and Thank You For Shopping Overton's. I hope that they enjoy that $184.00 that they got from me. Throw a party for the Customer NoService department or something like that because it is the last money they will get from me. In fact, if they were giving stuff away free, I would take a pass. Now, to be fair about this, I am not without blame here. I should have done more research about the item and been a more informed consumer. My bad for trusting that the catalog would have all the info I needed. And had the restocking fee been more resonable I would have probably taken my licks and chalked it up to life experience. But I can't help but wonder how long I would be in business if I charged my customers for doing nothing. I'm not posting this to try to convince anyone to not do business with these folks. All I am trying to do is make everyone aware of this: If you choose to buy it from Overton's, make sure you do your homework, or it will cost you. Now if you will excuse me, I have to go drill a hole in my transom. Cliff |
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