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Old 09-12-2013, 05:55 AM   #21
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I'm currently trying to get my heat pump control board replaced under warranty without traveling 300 miles to the dealer I bought from. Two dealers who handle Dometic warranty work flat out refused. A third finally has agreed because my daughter bought a 5th wheel from them. They made it very clear they are only doing it because of that. Dometic would not send the part to me, even though I could easily have replaced it myself.

One of the dealers is in my small town. He doesn't sell class C units of any brand so he should not be offended. He has a pretty good parts store but I have purchased the last thing I ever will from him. This winter when I look for what is needed to set up for towing a dinghy there are a couple nearby dealers who won't get a chance at my business.

Maybe manufacturers should rethink who gets to be an authorized repair shop. Even though it is not their "fault" that dealers act this way, it reflects poorly on them and their brand name. In many industries (like McDonalds for instance) you can be independently owned but if you display their name you must meet the corporate standards for quality and service or you are out.
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Old 09-12-2013, 07:50 AM   #22
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What is happening, is that the dealer is exercising their "option" to help you with the warranty work or not. You can read this in your Sunseeker brochure where the last page states that dealers are independent and do work at their discretion; especially with customers who haven't bought from them.
Scott's correct- read the last page of your brochure.
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Old 09-12-2013, 09:35 AM   #23
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I read it before buying and understand it. I'm not upset with FR (or the dealers for that matter). Just suggesting a more customer service focused business model might benefit all--manufacturers and independent dealers.
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Old 09-12-2013, 09:40 AM   #24
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Too bad warranty work is an "option". I find that hysterical and that is putting it nicely! Imagine the opportunity for a MFGR. to set themselves apart by guaranteeing and supporting true nation-wide warranty work. It's a market opportunity for a quality and ethical leader.
Considering they are travel vehicles, one could be at the Grand Canyon needing warranty work, while their dealer is in Georgia. Then what? It's an insulting notion.
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Old 09-12-2013, 09:50 AM   #25
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Too bad warranty work is an "option". I find that hysterical and that is putting it nicely! Imagine the opportunity for a MFGR. to set themselves apart by guaranteeing and supporting true nation-wide warranty work. It's a market opportunity for a quality and ethical leader.
Considering they are travel vehicles, one could be at the Grand Canyon needing warranty work, while their dealer is in Georgia. Then what? It's an insulting notion.

I don't disagree. It's unfortunate that's how the industry conducts itself.
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Old 09-12-2013, 09:51 AM   #26
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If Leo's RV has more business now than he knows what to do with, more power to him. But he better also realize that this business practice may come back to haunt him in the future when he loses business from anyone who might read this thread and goes somewhere else more consumer friendly.
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Old 09-12-2013, 10:02 AM   #27
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I don't disagree. It's unfortunate that's how the industry conducts itself.
We should rally with other RV groups and get our Senators to propose a bill to outlaw this practice. It could literally strand someone while traveling, the very thing they are sold to do. I believe campers and general consumers would support it. It's that obvious a flaw!
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Old 09-12-2013, 10:14 AM   #28
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For those of you who didn't read my review, there's a few "flaws" in my logic being a new RV'er. I approached purchasing a Class A like a car and went with the best price for the features I wanted. I didn't know at the time that RV dealers don't work on "other dealers" coaches because I figured it's like Ford or Chevy... something is wrong and you bring it to the nearest dealership to fix under warranty.

The 2nd thing that I did with my approach was to not only do warranty work but to do additional work as a "paying service customer". Such that, oil changes on the coach and generator, install vent covers and such. Thus, I'd be paying for work out of my pocket as well.

As I explained it to the owner of the service place I brought it into, "I cannot change or fix how I purchased my coach however I was attempting to build a business relationship moving forward". He just stated that one of the selling points to customers who are purchasing coaches from them is that they get priority. I told him that putting my MBA hat on, I believe he'd be killing his service work in the long run with his short term actions. Warranty work only lasts a year or two... I was looking for a relationship with a dealer/shop for the long haul. For me, he lost that opportunity.
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Old 09-12-2013, 11:11 AM   #29
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Never pay money for poor service. That's my motto. Folks who do spend money on poor service, are the ones who keep poor service in business. Take your $5K and go to the next stop. Perhaps there is business there who will appreciate your business. I hear complaints all the time from visitors who have run into problems trying to get things done with their RV in a timely, professional manner. I know who the best RV dealer in Southern Nevada is when it comes to sales, and service after the sale, regardless of who sold the rig. PM me if you are ever in Las Vegas,(NV) needing something for your RV. I will give you their phone number. No, I am not affiliated with them in any way. I just know they take good care of folks. Ironically I did not buy my rig from them, nor have they done any work on my rig. Just sold me stuff, and gave me great info to understand, and how to do my own repairs.
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Old 09-12-2013, 08:08 PM   #30
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Too bad warranty work is an "option". I find that hysterical and that is putting it nicely! Imagine the opportunity for a MFGR. to set themselves apart by guaranteeing and supporting true nation-wide warranty work. It's a market opportunity for a quality and ethical leader.
Considering they are travel vehicles, one could be at the Grand Canyon needing warranty work, while their dealer is in Georgia. Then what? It's an insulting notion.
Difference with cars & RV dealerships is that car dealerships are franchise locations. RV's not so much, independently owned and operated. Monoco tried the "franchise route" a while back. It did not work well for them. They then went bankrupt (that's certainly not the cause...but no long term example of whether or not it would have worked)

I have to say though...this is making a mountain out of a mole hill. This is an example of one dealer not providing service. Just call the our service/warranty number and we can get you 4 other locations that can service the vehicle. No one is going to get stranded at the Grand Canyon.

I personally know lots of dealers that will provide service no matter what, hoping they can earn your future business. Certainly there are some bad apples... but its also the heart of the season and RV techs are in short supply...so a lot of guys do need to pick and choose. They just weren't prepared.
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