Last week we had Rodney in for some repairs. Many of you on this forum have had interactions with him here before his departure. I'm aware he is unable to post on this forum, so please allow me to share with you what his experience was while at our plant. I also know each of you have seen Bob and I on this forum giving help when we can. While we are not asked or required to do so, I believe this write up will help explain why we do. Our entire team takes great pride in how we treat our customers. From all of us at XLR - Thank you for your kind words.
Here is what was posted:
XLR After Sale Support = OUTSTANDING
We bought our XLR
Thunderbolt 395AMP this past spring. It has had a few issues as all new rigs do, which my selling dealer has taken care of promptly for me. However, recently I had one that prevented the trailer from making a trip to a dealer to fix. My large ODS slide had found it's way out of adjustment and jumped a tooth or two on the front gear pack and the slide bound up in the out position as it was just too far out of time. A call directly to the XLR warranty got me a Lippert mobile tech right to my home to get the issue resolved. The tech was able to get my slide in but not to completely resolve the issue. Rather than trust a dealer with something of this magnitude, I decided to make the trip to Goshen IN and let XLR take care of the issue. If all else fails, XLR does take care of warranty work on site. This is not the norm as most issues can be resolved at the dealer level but when something big goes wrong, they WILL make it right.
I made the trip in a day from MA. 800 miles would be out of some people's comfort zone but I want to get it done and did. I stayed in the rig in their parking lot overnight and woke to the sound of 100+ cars, trucks, and bikes rolling in to get to work between 4:30-5. These guys and gals get it fired up early! About 6 the plant manager Bob Elson and his service manager Randy knocked at the door. I went over some bugs and adjustments that the trailer could use as well as showed them all the upgrades and customizations I'd done over the previous few months. They were genuinely interested in all I did to personalize the rig and actually took notes and pictures as some things interested them for their line. Then I showed them how the Lippert tech had addressed my slide issue which turned out to be not good. They sent me off to breakfast and got my trailer into an open bay.
When I got back an hour later, I couldn't believe the swarm of XLR employees going through my trailer. Bob had already had a senior Lippert tech Ennis out to assess my slide and had scheduled their best guy Ramon to get it rebuilt. Meanwhile, the XLR guys and gals tore into any adjustments I needed to make the trailer better than new.
While they all got to work, XLR national sales rep John Miller gave me a plant tour. I was walked through each step of production. From where the raw frames were rolled in the back door to where completed rigs were rolling out other end after PDI, I saw it all. All I can say is WOW. These guys work for their money. Anyone who says the "American Worker" is lazy hasn't been through this place. These people HUSTLE.
After that I got to talk with John a while about the industry in general and XLR. He was a very and honest and candid guy. Not what you'd expect from a salesman. He had to get back to work so I went back to my trailer. There was a regular team of 4 that were all over it over the course of the next two days. (More were called in from time to time when required to ensure all was done before Friday end of day.) While I was there I had them do a few paid upgrades and Josh and Billy were all over them. Then as the adjustments etc. got underway Kim and Renee (AKA Myrtle) got on it as well. Now, what amazes me even now that I'm back home, is that I know their names. These were real people who couldn't be nicer if they tried. All of them took time to explain aspects of production and in only two days, I'd call each one of them friends. What really got me though is that they found things wrong that I didn't even know about. If they just wanted me out of there, they'd hit my list and get my gone. But because of the keen eye of a couple of their guys, they found issues that would have caused me trouble in the future and got them repaired. Bob Elson also took time to come by and talk about my trailer as well as production as a whole more than once. He is a 100% straight shooter...
Anyways, Lippert got my slide fixed, XLR made adjustments and improvements, and I got an inside look at a truly great brand. That said, I would recommend XLR to anyone in the
toy hauler market. No, their trailers aren't perfect. No brand is. However, this kind of service from these kind of people after the sale is just so rare in the RV industry... Buy with confidence when shopping XLR!
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Regards, Rodney
2012 Ford F350 SRW SC SB 4X4 6.7
2015 XLR Thunderbolt 395AMP
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