Reply
 
Thread Tools Display Modes
Old 03-15-2011, 12:58 PM   #1
Junior Member
 
Join Date: Mar 2011
Location: South Louisiana
Posts: 18
Thanks Concertone!!

As expected, I received an email from Bob Fields of Concertone saying , sorry to hear that you need a part , but we can't help you. Of course, we would be glad to sell you another expensive piece of equipment. It's just as well I suppose. From all of the talk on here, I'm better off getting rid of this junk.

I will order one of the Jensen AWM 970 units, then at least I will have something that works, and something you can get support for.

Thanks Concertone
__________________

__________________
ronp is offline   Reply With Quote
Old 03-15-2011, 04:04 PM   #2
Senior Member
 
fivecodys's Avatar
 
Join Date: Feb 2008
Posts: 318
Quote:
Originally Posted by ronp View Post
As expected, I received an email from Bob Fields of Concertone saying , sorry to hear that you need a part , but we can't help you. Of course, we would be glad to sell you another expensive piece of equipment. It's just as well I suppose. From all of the talk on here, I'm better off getting rid of this junk.

I will order one of the Jensen AWM 970 units, then at least I will have something that works, and something you can get support for.

Thanks Concertone
I know exactly how you feel.
I went through 3 different units before the last one failed (just out of warranty).
I went with a home theater system and sent the Concertone to the e-cycler.
I did bounce it around on the driveway a bit first!
I had to do some cabinet mods but it was a lot of fun.
We don't dry camp so not having a 12v unit was not an issue for us.

Bob was not working for them at the time so I had no advocate.
I really don't know what he could have done.
These units are clearly problematic.

Have fun with your retro fit of the Jensen.
That's a nice unit.

Bill
__________________

__________________
2009 Flagstaff 8528 RKSS
2007 Toyota Tundra DC 5.7L V8
Pullrite Superglide 14K
Air Lift 5000
Prodigy Brake Controller

"I've got a mind like a steele.. a......a steele......um.....uh...... what's that thing called again?
fivecodys is offline   Reply With Quote
Old 03-15-2011, 04:38 PM   #3
Senior Member
 
Join Date: Jun 2010
Location: Ontario
Posts: 719
We can't really expect him to send parts to everyone ... he WORKS for a company and knows of the problems. There has got to be procedures to follow and comply.

I think we have to give him a break, and appreciate the fact that as a representative of a company he is here and listening to us.

We can only hope that he will be able to rectify the problems with these units, in time. It takes time to make changes in a corporation .... it takes time to change mentality across a corporation ...

There is no need to gang up on Bob Fields .... yes we can all get mad at Concertone when ours fails, but bringing it all on one person, in my opinion, will not help anyone ....

I not typing this as a response to the O.P. There were more posts where people take their anger on him. I very strongly prefer that we keep Bob here ....
__________________
2009 Ford F-150 XLT/XTR 5.4l, CrewCab. long bed
2011 Surveyor SV-291
Goomph is offline   Reply With Quote
Old 03-15-2011, 08:35 PM   #4
Junior Member
 
Join Date: Mar 2011
Location: South Louisiana
Posts: 18
I'm not ganging up on Bob Fields at all. I am saying however, that its amazing that Concertone can even stay in business. There's absolutely no reason for them not to be able to sell cosmetic parts such as the lid I need. There's also no reason that they can not service these units. It's very obvious that they are out to make huge profits on the unsuspecting consumer. The door for this unit is probably a $5.00 item. They definitely have the parts, because they repair the units that are sent back. In fact, they charge a 150.00 core charge if you don't send the old unit back in. It is obvious that their mode of operation is to gouge the customer, and make much more profit than they should. Bob Fields appears to be a nice person, but he sure works for an outlaw group. If I told my customers what they do, I would be out of business very quickly. Sorry if I have gotten carried away, but that is no way to run a business. I will be changing out to a Jensen unit. Even with a new unit, you will have the same lack of support as soon as it goes out of warranty.
__________________
ronp is offline   Reply With Quote
Old 03-15-2011, 09:23 PM   #5
Owner - RVtronics
 
Bob Fields's Avatar
 
Join Date: Jul 2010
Location: Massachusetts
Posts: 649
Send a message via AIM to Bob Fields Send a message via Skype™ to Bob Fields
Wow...

I bet if we take a manufacturer roll call you will find most that deal in systems such as we do, do NOT sell replacement parts. We design our units here and build them overseas and guess what, the parts are overseas, NOT here!

Why? Because most people want their American wages, but their Wal-Mart Prices so manufacturers are forced to run razor thin overheads and squeeze the margins as best they can. This hardly positions us or any other manufacturer in the RV Eco System to reap “huge profits!”

Last I checked we were far from the exclusive provider of these systems and for you to even begin to characterize how we run our business or what our profit targets are and that we prey on "unsuspecting consumers" is way out of line.

I am sorry your wife shut your slide out on your open CD door breaking it off. But because we chose not to sell replacement parts, that does not make my company a bad citizen in the RV community! Man, I am used to getting an ear full for equipment failures, but not for equipment being broken! At least yours was an honest mistake. I really love the arguments with the drunks who stagger and grab their CD Doors and break them off – then they still want it replaced under warranty! I missed the “I was drunk and it was not my fault clause.”

If fact, most people are glad that we have our Service Plan. Oh yeah, we only created it and launched it this year because people asked us how they could fix their old units! But we did not want people to have “old” units. We wanted existing Concertone Customers to have NEW Units and NEW Warranties instead of limited repair warranties on old technology. And we wanted them to have it at a GREAT PRICE! Wow, responding to customer requests – what a concept! Don’t I get any points for that?

BTW, we ask for the old cores back so we can be sure you are REALLY a Concertone Owner and by sending you the new unit first, you can continue to use your system and do the exchange at one time. Most units with very few exceptions are recycled responsibility (unlike going to a landfill) as most consumers would simply throw it in the trash.

So, this is why most manufacturers, dealers and vendors do not participate on forums. I spend hours here and there responding to posts when I could be something more strategic. So far for me, the benefits outweigh the negatives, but sooner or later we all only have so much to give and this includes TIME. I know most of you think I am a sharp guy, but writing a response like this takes multiple rewrites as my stream of thoughts may not be so coherent.
__________________
Bob Fields
bob@rvtronics.com
www.rvtronics.com
(781) 281-9440
Bob Fields is offline   Reply With Quote
Old 03-16-2011, 07:44 AM   #6
Site Team - Lou
 
Herk7769's Avatar
 
Join Date: Oct 2009
Location: South Eastern PA
Posts: 21,169
Quote:
Originally Posted by Goomph View Post
I very strongly prefer that we keep Bob here ....
You said it! While I don't need Bob's help right now, it is VERY nice to know that he is here. Please, everyone, stay "civil" to all our members. We want to keep this a "nice place to visit", so kick back; have a brew and read on...
__________________

Lou and Laura with Bella - German Short Hair Pointer
2008 GMC Sierra 2500HD Crewcab SB Allison Duramax
2010 Flagstaff 8526RLWS - Superglide 3300
HAM CALLSIGN - KC3FFW
Herk7769 is offline   Reply With Quote
Old 03-16-2011, 07:51 AM   #7
Site Team - Lou
 
Herk7769's Avatar
 
Join Date: Oct 2009
Location: South Eastern PA
Posts: 21,169
Oh, and one more thing. Just so you know, there are more manufacturer representatives here as members than you might think. Just about every component in your camper has a rep or salesperson here as a member. They CHOOSE to lurk here because of the way some folks treat our reps who come "out of the closet." If we are better forum members, maybe more will be willing to "hang a sign" on who they are.

Thanks again Bob for being one of "The Few; The Proud; The Out of the Closet"
__________________

Lou and Laura with Bella - German Short Hair Pointer
2008 GMC Sierra 2500HD Crewcab SB Allison Duramax
2010 Flagstaff 8526RLWS - Superglide 3300
HAM CALLSIGN - KC3FFW
Herk7769 is offline   Reply With Quote
Old 03-16-2011, 08:01 AM   #8
Wanna Be Camper
 
SaskCampers's Avatar
 
Join Date: Mar 2010
Location: Moose Jaw, Saskatchewan
Posts: 2,370
Quote:
Originally Posted by herk7769 View Post
Oh, and one more thing. Just so you know, there are more manufacturer representatives here as members than you might think. Just about every component in your camper has a rep or salesperson here as a member. They CHOOSE to lurk here because of the way some folks treat our reps who come "out of the closet." If we are better forum members, maybe more will be willing to "hang a sign" on who they are.

Thanks again Bob for being one of "The Few; The Proud; The Out of the Closet"

Totally agree, and another BIG THANKS for being here to help out.
__________________
SaskCampers is offline   Reply With Quote
Old 03-16-2011, 08:40 AM   #9
Senior Member
 
Join Date: Jun 2010
Location: Ontario
Posts: 719
I had typed this but decided against posting it, I will try to rephrase some stuff and post it.

I work for a multinational company and I as part of my work I also am responsible for providing certain pieces of hardware and all its related support. I have tens of thousands of customers. Keep in my mind I do a lot more then providing the hardware and its related support.

We are not setup to provide parts for our hardware. It breaks, we send a new/refurbished one. You break a door on it, too bad, either live with it, or I will send a replacement, It does not work as well anymore ?, a refurbished unit or a brand new unit will be sent. It is RARE that a service call will be placed. It costs more money to have service to go and fix things.

It also will cost too much money to set up stock and keep hundreds of pieces in stock and ship them out and keep track of them. Requires more people then what we have.

People call me asking for things they think makes sense, and they get canned responses. It is not that they are wrong or what they are saying is not making sense, we are just not setup that way. We have strict guidelines to run the business in a certain way, which is extremely effective and results in very high customer satisfaction. It takes time to explain that to people, and I hate having to spend time to explain why we are doing things our way. I prefer to stay behind scenes all the time if possible. The biggest problems get escalated to me, and it is very rare that I budge from established processes.

Sometimes looking from outside, things do not make sense to the "customer", but makes perfect sense to any insider. It is a brutal world out there and companies are trying to stay afloat or turn a profit when everybody wants the everything cheap. I am also guilty of that, but I always try to remind myself the facts of business.

What I am trying to say is Bob has the guts to stay here, and take all this heat. In one of my posts I had already eluded to the fact that he was a very brave man for doing that. Lets just try to keep him around. Of course his company will make mistakes, of course we won't be satisfied with every decision they make, but he is a person, willing to listen and hopefully change things "OVER TIME". You will never get everything you need from one product sometimes, and we are all free to vote with our wallets.

I am sure every time he reads a post or thread like this, he must be saying, this is not worth it ....But if we come up with positive ideas, constructive criticism, and try not to be destructive while the will to vent and let them have it because we are unhappy, we will have a powerful ally on our side.


Bob, I appreciate the simple fact that you are here ! I am sure we all are, Unfortunately as part of your job, people only thing of you when they have problems I am sure you knew that going in, weren't you ?
__________________
2009 Ford F-150 XLT/XTR 5.4l, CrewCab. long bed
2011 Surveyor SV-291
Goomph is offline   Reply With Quote
Old 03-16-2011, 09:07 AM   #10
Member
 
seadoomx's Avatar
 
Join Date: Dec 2010
Location: Pensacola, Florida
Posts: 41
Thumbs down

I have to side with ronp...I too have had my share of problems with Concertone! Bob represents his Company and I understand that, but with the issues of my ZX75, Bob has always placed the problem on Forest River or myself! Then goes further to comment...let the dealer handle it! Sometimes as a representative for a Company you have to man up and consider "Do we have a true problem here!"

Bob...you stand behind your Company and Products whether right or wrong! Good for you...but as a consumer of Concertone products, I will neither use them or advocate their use!
__________________

__________________
2017 Rockwood 2702WS
2016 Ram 2500 diesel 4x4
seadoomx is offline   Reply With Quote
Reply

Thread Tools
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off
Trackbacks are Off
Pingbacks are Off
Refbacks are Off



» Virginia Campgrounds

Reviews provided by




ForestRiverForums.com is not in any way associated with Forest River, Inc. or its associated RV manufacturing divisions.


Copyright 2002- Social Knowledge, LLC All Rights Reserved.

All times are GMT -5. The time now is 11:07 AM.