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Discussion Starter #1
With some of you having problems contacting AC, I thought I would post this for all to read and have. AC strongly pushes for the customer to first have the dealer pursue all avenues they can (that is so the dealer can attempt at handling it, rather than AC getting 200 calls a week from customers), then if the dealer fails, the customer should contact AC. Unfortunately, often, the dealer may not come thru for the customer.
I'm sorry that many may have problems, I have myself encountered contact problems with AC, but kept on and was able to have the situation taken care of, in all cases, even though they were few. It doesn't excuse AC from it, but perhaps sheds a bit of light.

From FAQ's on AC's website...

Quote:
My dealer is having trouble fixing my Arctic Cat. Where can I get help?
Please ask your dealer to call Arctic Cat's Technical Service staff for assistance or consult the CatQuest technical solution database.

Can I speak directly to Arctic Cat Technical Support or Engineering?
No, all service and technical support must be coordinated through your authorized Arctic Cat dealer.

Can I purchase a service manual or owners manual for my Arctic Cat product?
Yes, your Arctic Cat dealer can order a manual for you just like any other part or accessory.

My Arctic Cat vehicle is in need of repair, but the warranty has expired. Will assistance be offered to me?
Any out of warranty repair assistance offered by Arctic Cat must be coordinated through an authorized Arctic Cat dealer.

If the warranty on your Arctic Cat has expired, but you feel strongly that your situation merits out of warranty assistance, you must authorize a repair inspection through an authorized Arctic Cat dealer at your expense. Once a diagnosis of the problem has been made, if your dealer supports your request, the dealer will forward their findings to Arctic Cat's technical service staff to see if assistance is available. Only an authorized Arctic Cat dealer can request out of warranty assistance on your behalf.

I have a service related concern with my Arctic Cat dealer. What should I do?
We recommend discussing your concerns directly with the Service Manager of the dealership. They are in the best position to assist you. If you are still not satisfied please contact our Customer Support department.

In order to begin your customer support file, we will require your name, daytime contact information, the name of your servicing dealer, your unit serial number, and a brief description of your concern.

In the USA
phone: 218-681-9851
fax: 218-681-9859


In Canada
phone: 204-982-1656
fax: 204-832-0205

Sticky this if possible so all can refer to it...thanks..
 

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Discussion Starter #3 (Edited)
Darryl is customer satisfaction numbers about the dealer service available to the customer?
Yes, as mentioned on the last question point above, make sure you have discussed the issue with the appropriate manager at the dealership, then, if the dealer does not handle the issue, call the Customer Satifaction Line, referencing a dealer. Be prepared to have full details and facts when you call. The dealer will be notified also to receive their side of the story.
Keep it factual, unemotional but direct. This line is more for service related problems, but if it is a dealer problem other than service or warranty related, they can direct it to where it can be handled. Also, keep in mind, Arctic Cat, by most state's franchise laws, cannot step into a dealership and tell them how to run their business, but Arctic Cat can refuse to offer a contract for the next year (but that will result in lawyers being invovled and no one wins then).
Better Business Bureaus are also great tools for handling dealership problems.
 

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Discussion Starter #5
I think you misunderstood what I was asking. Are there satisfaction numbers out to see how well a dealer does with service? Like rating from customers on how they where treated by a certain dealer? Was the problem fixed?
I think you were referring to a phone number to call if all else fails.
Sorry, misunderstood the question. As far as I know, there is no number to call or website to refer to that gives dealer ratings. Each dealer does get response ratings from customers that have purchased machines, but those are all confidential, for the dealer to learn what they need to improve on.
For now, I think word of mouth is the only true way to know...
 

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Darryl.....I have an 800 number that I use to contact AC, and I always got right through .. must have made 20 or so calls to engineering about some design flaws that I found on my 650 and spoke to someone every time I called. I'll look in the garage for the number when I get out there today.
 

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talked to the owener of the dealership and expressed my concerns of my issues and it turned out to be a technician related I can do what I want issue and assured me that if the trans fails even if out of warranty the will take care of it for me. Oh and right after the conversation AC called my cell phone and for now the complaint is on the back burner.
 

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Discussion Starter #11
talked to the owener of the dealership and expressed my concerns of my issues and it turned out to be a technician related I can do what I want issue and assured me that if the trans fails even if out of warranty the will take care of it for me. Oh and right after the conversation AC called my cell phone and for now the complaint is on the back burner.
Glad you are being taken care of. All too often, I've found that most problems are related more to the technician taking shortcuts or a service manager not wanting to deal with a problem. Like I've said before, AC has never denied a warranty claim that we have filed. And I will say, not all technicians are real diagnosticians, but rather, they are remove and replace flunkies that hit and miss trying to fix a problem. Good techs are rare and bring premiums among good shops.
But there are still times when AC just didn't get the right machine to the customer, oh, their engineers designed a hell of a machine, but the number crunchers and accountants think they can substitute inferior parts (not that that ever happens at AC :rolleyes:), and end up compromising the integrity of it.
I remember complaining to AC about poor balljoint/hub designs and their tech supervisor told me I was over abusing the machine. Then a month later, one of their own TM's had a balljoint separation occur while on a customer event...Hmmm. Shortly after, they seemed to take a different stance.

But remember, while AC is not human, the people working there are. And they are capable of making mistakes or having bad days. Not an excuse, but still a possiblity. Now throw in a customer calling and ranting, things will only get worse. Especially if it's a dealer problem and not AC's.
Management at AC has taken a new direction (new CEO), and what the engineers are designing is more likely to hit the dealer showrooms I am hoping. If you have problems with the machines though, talk to the dealer first and make sure they are doing their job. Then, if they dealer doesn't correct the problem, then bring in AC. Talk to other dealers and get ideas, talk to a territory guy if you can, talk to AC, but remember, in this sue-happy world, information doesn't flow freely if the conversations are emotional. Facts work, have your facts in order, talk openly and with a direct and business-like manner, but not threatening or overly aggressive.

Hope this helps.... I want AC to succeed, but more, I want you to enjoy the experience...remember, it's all about the ride...
 

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I want to take Arctic Cat to small claims court in Nova Scotia, over denied warranty claims. However, I can't find a Canadian subsidiary. I searched the federal registry several times. My lawyer tells me that I would have little chance of collection if I sue the US Parent, Arctic Cat, Inc. Any ideas as to whether there is a Canadian Subsidiary, and if so what it is called. My dealer won't tell me anything.
 

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I want to take Arctic Cat to small claims court in Nova Scotia, over denied warranty claims. However, I can't find a Canadian subsidiary. I searched the federal registry several times. My lawyer tells me that I would have little chance of collection if I sue the US Parent, Arctic Cat, Inc. Any ideas as to whether there is a Canadian Subsidiary, and if so what it is called. My dealer won't tell me anything.
Having some spare time, I did some searching, thinking I might find a Canadian contact for you, but after reading these complaints, I don't believe that you will have a good outcome to your quest to obtain satifaction.

https://www.consumeraffairs.com/boats/arctic_cat.html
Top 90 complaints are in the link above.

That said, you might call Ralph's and politely inquire as to a Canadian factory rep's phone number. They are a long way away from you, but that may be a good thing.
http://www.ralphsmotorsports.com/
 

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Hi Terry, I made a part attempt to follow your lead. I went on the online request for contact and asked for a call or email back back at Ralph's two days ago, but they didn't email me back. I simply asked what actual company is responsible for warranty claims in the first 6 mos. on an Arctic Cat. Now that I think of it. If any of you in Canada have your original 6 mos warranty contract before it gets subbed out could you tell me if it's a Canadian subsidiaries name on it?
 

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Hi Terry, I made a part attempt to follow your lead. I went on the online request for contact and asked for a call or email back back at Ralph's two days ago, but they didn't email me back. I simply asked what actual company is responsible for warranty claims in the first 6 mos. on an Arctic Cat. Now that I think of it. If any of you in Canada have your original 6 mos warranty contract before it gets subbed out could you tell me if it's a Canadian subsidiaries name on it?
I forgot to ask if you had read the opening post of this topic - in particular:

"I have a service related concern with my Arctic Cat dealer. What should I do?
We recommend discussing your concerns directly with the Service Manager of the dealership. They are in the best position to assist you. If you are still not satisfied please contact our Customer Support department.

In order to begin your customer support file, we will require your name, daytime contact information, the name of your servicing dealer, your unit serial number, and a brief description of your concern.

In the USA
phone: 218-681-9851
fax: 218-681-9859


In Canada
phone: 204-982-1656
fax: 204-832-0205 "
 
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