Rants about service or should I say lack there of?

[Redwahine]

Yesterday had mixed blessings. Just need to vent. Does anyone remember when service was customer oriented? Yesterday we dealt with 3 service issues that count in the NOT customer oriented.
They come in 3s

1. Truck
Had an issue with the def (deisel exhaust fluid) sensor while on our trip. Took to dealer last week. They ordered parts. Dropped truck off on Monday with a request to fix 2 other issues. Received a call saying Truck was ready for P/U Wed. Took D/H over to P/U truck and the 2 items on the list were not fixed. DH inquired why he was told to come P/U truck when the other items had not been resolved? Service rep shrugged shoulders and said, "dunno, we'll have to make another appt." DH so upset. Why do they waste our time??

So we parked my car there and left dealer to run other errands. At the end of the day we went back to P/U my car and DH went to talk to service manager. Manager looked at info and agreed with DH that they had not done anything to address the additional issues and apologized. When DH gets home he has an email from the Dealer's General Manager with a video explaining they wanted to know if there is anything that would keep you from giving the dealership a perfect score on the customer satisfaction form that will be sent to call him personally. DH calls the number and is told that the GM does not take calls. DH explodes and tells the person on the phone that he will send a true eval to Ford and tell them how he has been treated. They transfer the call and the service manager answers. I hope the GM doesn't call till tomorrow giving DH a chance to calm down.

2. Mustang
We had a Classic Mustang shop convert the brakes of Sally (66 Mustang) from old original drum brakes to disc brakes. The drum brakes kept pulling severely making it impossible to drive. First time I drive it, tons of smoke pours out and it is spewing brake fluid. DH finds it is the new valve to the brake fluid. So we go by to P/U valve and they look at it and said, "someone must have torqued this too much and it broke." Ya think?? Then I told them they were the only ones to put a wrench to Sally. They were the ones that changed the brakes. They put the valve on. They said. "Oh, No. Never would have used that valve. It brakes too easily." Ya think?? Any way, they didn't charge us for the part, but we have to change it out cuz can't drive Sally without brakes and I don't want to go through having her towed over there. At least it is an easy part to get to and fix.

3. Montana, MH and Holiday World.
Montana leaked from Grey water since we took delivery on it. Paw Paws, the dealer we bought it from, tried putting different sewer hose. Didn't work. Then after the gtg at Potter's Creek we dropped it off at HW in Katy. They had it for 3 weeks and said they took off the insulation and serviced the valve. Well, as I showed in pictures previously posted, now the grey tank won't hold any water. So on our way back from AZ we dropped it off at HW again to be fixed.

2 days ago I get a call from a woman informing me that my service rep at HW quit and she is now my new service rep. I talked to her about the grey tank issue and history. Then yesterday I get a call from a service tech asking me if I knew about the 3rd valve? What 3rd valve? Its just under the bumper and needed to be closed. He said that since there is nothing wrong with the grey tank and it was just an open valve, that we would have to pay a diagnosis fee. I told him that they had the rig for 3 weeks in December for the same issue and no one said a word about a 3rd valve. He said he would talk to the service rep and she will get back to me. I also had to listen to the "if you had bought it from us, you would have known everything you needed to know to operated all the systems!" spiel.

So HW is the dealer that had the Fleetwood at the RV show that we now have a deposit and contract on. Contract is contingent on our test driving and finding rig acceptable. We were scheduled to test drive today, but salesman called and rescheduled for Monday. Then we found out that he wants us to go to the League City store for the test drive. League City is 60 miles from us. Their Katy store is only 30 miles from us. We asked to test drive the rig and take delivery from the Katy Store. Also our Montana, the trade-in, is at the Katy store. However, that would be too much of an inconvenience for him.

So HW wants to sell us a new MH and be our service providers. The sad thing question is, would it be any better somewhere else??

Now the GOOD news. Very close to the Classic Mustang shop is another RV place that only has MH. They had a lot of Tiffins. We spent most of the day looking at and test driving a MH that I fell in love with. I really didn't like the Fleetwood we have a contract on. I couldn't find anything in it that I like better than Monty. But this has everything. A 35ft Allegro RED 33AA. I drove it. I drove it forward, backward, in circles and parked it. Better than DH. I really love it and have my fingers crossed that this will happen. Don't get me wrong. If we don't get a MH I'll be happy with Monty. This changing to a MH is not my idea. I really like Monty. However, this rig would be really nice and I would be able to take it places solo if DH does not want to go. I just wonder if the service would be different at Demontrond than anywhere else. Have heard good things about Tiffin, though.

So. There you have it. Thanks for listening to my venting, ranting and raving about service and my hopes for the MH.

[Rufflesgurl]

Red - Sorry for your MH, truck and auto problems. Most MHs have some fixable issues. Guess there just isn't any customer service any longer. That Tiffin sure would be nice!! Tiffin is the only MH company that I hear good things about service. Bob Tiffin stands behind his products. Good luck. Maybe you'll have a new MH today??

Linda

[RitaMc]

Red. Sorry about all the customer service problems you are experiencing. here's what I know about customer service. Customer service? What customer serivice? it doesn't exsist anymore! And the sad part is that the consumer is the one that has to take time to fix the problem. last fall right before we left for AZ the jeep started making a squealing soud when a hard left hand turn made. took it to the jeep dealer. It needed a new part which had to be ordered from Detroit. It took 7 days for the part to come and then another day to be installed. now in this day of computers and overnight air service it seems to me that the part could have been in St Cloud in 2days max. We had to cut a day off our travles to accomodate Jeep/Chryslar.
Don't ge met started on our phone company Frontier Communications. John pays the regular service and I pay the internet service so each month 2 checks get sent. Do you know how hard it is for the accounts receivable department to credit both checks to the account? Well I guess it is very difficult to do that because about every 6 months they only credit one check and then I the consumer get to spend hours on the phone trying to straighten out the mess. My last conversation with them went like this..I would like to know why check #XXXX for $XXX wasn't credited to the accounts. Customer service,"We didn't receive it!" me, "it was in the envelope with check for $xxx. what do you mean it wasn't received?" Customeer service, "It wasn't posted so it wasn't received." So we went back and forth like that for 5 minutes. Finally i just hung up. I asked him how he could just give such a quick answer without any further investigation and was told that was impossible to do. So with this months bill i stapled notes to both checks to post and then stapled the checks to the receipt thinking that when they might read the notes when unstapling the checks. GRRR just gets my blood pressure up when mistakes our made because i then know that I am the one that will have to be inconvienienced not them.

[Paulette]

Chris, I have even very satisfied both time with demontrand service. And I don't even live in Texas! And I didn't buy my rv from them either. Go with your gut!

[Dawn309]

I know you were boiling last night and I don't blame you! I PM'd you with the link to a Tiffin like what you are looking at. I love it and can see why you do. When you get it (I am being really positive here), be sure and post pics.

[chalet05]

Ah, a subject dear to my heart of late.

The board on my monitor panel went out. Rather than going to Lance, I went right to the monitor company. Yes, I could get a new board for $75. It would take a couple days to make the board because it is already obsolete. I told them to call when it was ready to send so I could give them address since I am away from Salome.

The 2 days go by and several days later I call. The board is being tested, it will be sent that afternoon. I give him everything but my credit card number because he will call me back in 15 to 20 minutes with the total including shipping. Have not heard another word!

I have called and left a message, I have sent an e-mail. Nothing!! This was at least 2 weeks ago.

I would love a different brand monitor where sensors go on outside of tanks, but haven't figured out how to get to tanks yet.

So hang in there, Red, I think we have all be frustrated with fixing others mistakes or lack of customer service!

[Bethers]

I haven't had a lot of luck with service at rv dealers. I've found the best service people at places that don't sell them. That said, it's hit or miss on everything. I've had great experiences with Ford in OR, PA and AL. Terrible in Mequon, WI. And a mixed bag with Ford in Fairbanks, AK. One reason I like buying used - is someone else gets to go through all the headaches of the things that don't work new - and I can find anyone to do work after things are out of warranty.

We won't talk about my rant and terrible experience with an rv dealer service after my tire blowout. And when I had problems on the road and two different places wouldn't even make an appt for me because I didn't buy from them. Excuse me ... aren't rv's meant to travel? Even if I had bought from them, what happened wouldn't have happened sitting still. Geez.

Good luck - and persistence does pay off. Don't let any of them take you ... Stick to your guns (while the pit of your stomach turns ... it hurts!)

[JudyJB]

The older I get, the less patient I am with bad service. (I know why old people get cranky, and am becoming one of them.) I find a letter directly to the owner or CEO is the best way to go. If you are dealing with an automotive dealer, a letter to the dealership owner, cc'd to the auto company customer service group, usually does the trick. I also make a lot of phone calls, chewing out people. In fact, that was one of the reasons why I finally retired from my main job--was just finding myself too angry.

RV dealers are in the same category as used car dealers, as far as I am concerned. Just last week the factory referred me to a dealer who will not see me because I did not buy the vehicle from him. The second one they sent me to was fine, but I have let the factory customer people know about the first one. I think part of the problem is that the factories do not adequately compensate dealers for doing warranty work, so it is a loss for them. That is the fault of the factory, to my thinking.

Keep at them, and make sure everyone in the dealership hears you complain, especially customers looking at RVs!

[bluepinecones]

I won't do my rant on lack of service and or poor service. It is not just autos and RVs; seems "service" for most anything is just becoming a rare commodity in our world.

[Redwahine]

I won't do my rant on lack of service and or poor service. It is not just autos and RVs; seems "service" for most anything is just becoming a rare commodity in our world.

Isn't that true???

[Travelinana]

I think we just started the 'vent' thread...My blood pressure went up just reading about CS issues...I do think 'the customer is always right' flew out the window years ago. I have a little list and will call my dealer soon to take 'Lady Bird' back for the 2nd time. They aren't things I can't adjust to easily so I wanted to give it some time for other things to happen. The first visit in, we locked horns a little or at least almost did. I know the family who owns the dealership. They live in the same town as my ex and I and Jim had known them for years. I will admit I only met them and we were at some social functions at same time. Back to the issue, I told the manager if I had to I knew the Crains and I would make a call if they continued to brush me off on some of the issues. That changed his tune in a New York minute....I bought it from a woman and we got along so great. She said I was to call her about anything and she would make sure I was taken care of. It wasn't long until she was put into another position away from customers. I suspect this was why. Their intent is to get by with as little as possible, hoping we will eventually just give up and live with some things.
Women are having to handle these issues more and more and I think we still have the 'good ol boys' to deal with. With women moving into management more and more this might eventually work to our advantage.

[mitch5252]

When I start what I know will be a huge CS problem, I start a log immediately, right on the computer - date, time, who I talked to, what they said.

Few years ago, had incredible issues having Home Depot correctly deliver and install a new front door. My "log" was around 5 pages long. Eventually sent the log to the CEO (tracked down through the internet). Within a few days, the GM of the Home Depot called me and I ended up paying $2,000 for my $4,000 door!

This is how I had to live for about 4 or 5 months...Grrrrrrr...



Customer service is a thing of the past.

[Acadianmom]

We had ceramic tile installed one time and the flooring company hired someone to install it. The guy did a good job but we needed to have the metal strips installed where the tile met the bedroom carpet in the hall. The tile guy said the flooring company would send someone. I called several times and they would tell me they were sending someone but no one would show up. Thank goodness I had only paid for half the job. About once a month some one would call about the bill and I would tell them I would have a check for them when they finished the job. It took about 6 months for it to finally get to the owners attention why this bill wasn't getting paid and for someone to come.

I'm not going to pay for a service job up front. I'll pay for the material when it gets delivered and the minute the job is finished but I want some leverage. There were so many people taken after the hurricanes when they paid contractors that never showed up.

Martha