The Final Battle
I spoke to the dealer in litchfield friday afternoon to find out the parts were NOT there. I spoke to Becky Miller and she told me they were shipped via roadway instead of ups. So the delivery time were be later. This really mad me even worse off as I had just spoke to her previuosly the day before and she assured me these would be sent and recieved the next day by the dealer.
I told Becky that I was going to contact my attorney at which point she said our conversation was done. Hmmm, I buy a trailer that they made poorly, it costs me time and extra cash and our conversation is done....ok, no problem. I asked for her legal counsels name, again....she hung up.
Wow what great customer service!
I reeived a call about 30 minutes later from Mike.....I have to look his last name up, sorry. Mike tells me he is the head of the Cherokee division. He said he was looking at my history folder on the trailer and asked what he could do to help....DUH....Ok, how about get the parts to the dealer, teach your people some professional customer service skills and pay me for my time!
Mike called the dealer and authorized him to take parts off another new unit on his lot to get mine up and going so I could have it Saturday. He said he instructed them to go ahead and work overtime and he would pay for it.
I reeived a call 2 hours later from the dealer to inform me my trailer was ready for pick up. Mike did call me Saturday to make sure my trailer reapirs were complete and to my satisfaction. He aslo said Forest river" was committed to total customer satisfaction" sounds like junk to mebut, the botom line is it is repaired and I now have my trailer back at home. We can proceed with our vacation plans and will be leaving this week thanks to Mike.
I sure hope nothing else goes wrong however given the record of this trailer, we are going to look at another company. Would I nuy another one...NO. I do appreciate the effort Mike made to speak to the dealer and get this unit back on the road for us.
As a business owner myself I would expect a company to provide excellent customer service. Money isn't always what we look at when it comes to closing the deal.