Originally Posted by DKRITTER
We bought a new 2014 327RES back in the summer and have used it several times. We had a few things wrong with it right after we got it that I took care of. There were a few other things that we wanted the dealer to look at.
So we contacted the dealer and made an appointment to drop the trailer off at the end of October and itís still not ready so, I was wondering what was everyone elseís experience getting simple warranty work done?
The dealer has been doing a great job of keeping me in the loop it sat on the lot for about 10 days before they brought it in then documented the warranty items for approval from LaCrosse then we waited for weeks for them to finally approve them. Once they were approved the parts needed to be ordered and all of them had to come from a different place. Right now 7 weeks in they are still waiting on the new TV and a counter top near the back window that warped to come in from LaCrosse.
Of the 7 weeks itís been in the shop we have waited for LaCrosse to do something for over 5 weeks. If I ran my business and took care of my customers like this I wouldn't be in business. Sadly this seems to be the norm in this industry, something needs to change.
All of the things were minor and could have been handled in days.
Merry Christmas y'all
I just finally got my RV back from the dealer (warranty work) and they had it 7 weeks. In the 8 months I have had the trailer and the 3 times it has been in, I find that dealers are really bad at making their processes efficient. They really don't keep track of the status of the trailers they have in. They only look at the status if you call as follow up and often the status they give you will be wrong. If you wait for them to call you, it may be in limbo. In my case, I was waiting for them to call me about the warranty approval from PT and after 6 weeks I called them to find out that the guy that was doing it no longer worked there. Luckily I had not dropped off the trailer yet as I was waiting for them to call me.
When I did get it in there, after 2 weeks I called for a status update to discover they had failed to send in the request for warranty repair approval from PT.
On an earlier repair for a light that was broken on delivery, they told me for 3-4 months that the part was back ordered. It hadn't come in yet, so it must be back ordered, right? Wrong. Even though they were keeping communication with me every week that it was back ordered, the reality is that when I pushed really hard to find out where the part was did they finally discover the part was never ordered.
In other words, you have to be the expeditor and follow up guy with them or they simply won't get it done.
I often say to myself, "It wouldn't be hard to put these guys out of business with some good customer service and decent processes." It's frustrating that they have good employees, but reeeeeeaaallllly bad processes that create bad customer experiences.