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Old 01-08-2013, 04:08 PM   #1
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Local Puma dealer wont repair my warrenty work

I purchased my 2013 Puma 295kbh from RV Wholesalers for a great price in early spring 2012 ... I did hear the rumors that if purchased non local (I'm from Massachusetts) that I would not get serviced ! Well there is truth to that ... I just called to schedule a appointment with Campers Inn in Raynham Massachusetts a Puma dealer , asked my if I purchased the camper there?... Reply: no i purchased from RV Wholesalers i tried ...,she put me on hold .....then told me she was booked for the 2013 season no slots available .... I could no believe my ears !!!
I have reached out to forest river / Puma and i am hoping this can be resolved with their help... I paid good money For my RV and to be treated like That from a dealer is unprofessional and Unacceptable! Please if anyone has been in this situation please advise

Disappointed

Peter
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Old 01-08-2013, 04:52 PM   #2
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The only dealer REQUIRED to do warranty work is the selling dealer. If you work with FR they will find a place or person to do the warranty work. Don't be mad at the local dealer because you chose to purchase out of state. Most dealers will try to fit you in after folks who purchased from them, but they are not required to. Once you are out of warranty (paying full service prices instead of the reduced rates they get from FR) then they will probably be happy to do work for you.
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Old 01-08-2013, 05:00 PM   #3
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Hey Peter,

Sorry to hear this. Its something that I hear every now and then as its a popular topic of conversation on various camper sites.

Just to clear the air a little on this, I think you are misinformed about the acceptability of this treatment. No matter how unsavory it feels to be treated this way, you need to understand (although you will not like to hear this) is that its a common industry business practice and manufacturers publish the "warning" that dealers are independent and prioritize their service so that they take care of their purchasing customers first. Basically, buying local can help.

So, where does that leave you. In your case, I would pursue two options. You bought from RV Wholesalers so make sure to connect with them. They advertise a "Nationwide Service Network" so lets see what they can do.

Your second bet is to work with FR as you have started doing and see if they can find you a dealer or independent service shop that is happy for the work.

Good luck and I hope this works out for you.
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Old 01-08-2013, 05:04 PM   #4
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So how do I or other Forest River customers get warranty work performed, if locals don't wont schedule Us Before my warranty runs out ! Customers need assurance from a manufacturer that we will be serviced regardless of location within warranty.. Forest River Puma publishes service your RV at any Puma dealer in the US.. While under warranty... Well not the case!

I
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Old 01-08-2013, 05:20 PM   #5
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As I said, its up to the local dealer to prioritize however they wish. I have several local dealers near me that sell various brands from FR. One of them is rumored to not service anything not bought from them ( and I refuse to buy from them). Several others in my area are fine with picking up business but even they will place priority on their purchasing customers (something I appreciate as I want to be given priority if I bought from them).

Have you called around at all of the local dealers? Have you looked for any independent service shops? I have two near me that will do any warranty work on any brand. One is a brick and mortar shop and the other is a remote service.

My point is is that there might be other options in your area (other than the one who doesn't want to work with you) and you have to explore them for yourself. I still suggest that FR should be able to find someone in your area who can help and that you need to contact RV Wholesalers to advocate for you through their networking program. If you need a contact at RVW, ddurnell is a member on this site. Shoot him a PM.
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Old 01-08-2013, 05:36 PM   #6
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Old 01-08-2013, 05:42 PM   #7
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This post should be a sticky !

Buying local has its advantages and disadvantages were seeing an advantage in this post.

Its a shame that your local dealer wont even consider doing the work but it is there right as an independent dealer not to do it or schedule it so far out that its unreasonable for you.

The cost savings on buying out of your local and or buying out of state isn't as attractive when this happens, But people don't understand that not knowing they may not have a local shop to do warranty .

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Old 01-08-2013, 05:58 PM   #8
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Quote:
Originally Posted by lbrjet View Post
The only dealer REQUIRED to do warranty work is the selling dealer. If you work with FR they will find a place or person to do the warranty work. Don't be mad at the local dealer because you chose to purchase out of state. Most dealers will try to fit you in after folks who purchased from them, but they are not required to. Once you are out of warranty (paying full service prices instead of the reduced rates they get from FR) then they will probably be happy to do work for you.
As you stated, the only dealer that is required to do the warranty work is the selling dealer. Any dealer that does not is a FOOL. This dealer will now get bad reviews because they are not going to do warranty work on a product that they sell. In addition, they get paid to do warranty work! They also would get all of the cash work from these customers during and after the warranty expires. Most dealers do not make the bulk of their money on the sale anyway. This is very foolish business decision by any dealer, whether it be RV or Auto.
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Old 01-08-2013, 06:03 PM   #9
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As suggested, contact RVW and let them find you a dealer to do the warranty work...that's would their Sevice Network claims to provide.

Don't underestimate the clout that these dealers like RVW have with Forest River to get things done. For Rockwood, I'm told that RVW and RV Direct sell the most units nationwide. It's probably true for other brands that they sell.

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Old 01-08-2013, 08:27 PM   #10
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Do you want to know why they don't want to do warranty work??

Because the manufacturers require pre-approval of all warranty items. This is a PITA to a dealer that didn't sell the trailer. First, we determine what is wrong. Then we submit the pictures and what we think needs to be done to fix the problem. Usually, a day or two later, we get an approval or not. Then, we need to order parts. Again, takes several days, if we're lucky, to get these parts. Then, our techs need to fix the problem by whatever the manufacturer says is correct. These are all "canned" jobs. If FR says it should take 1/2 hour to change a faulty microwave, then that is what they pay. If it actually takes an hour to do the job right, tough cookies, they pay 1/2 hour. All the while, you, Mr. Customer, are calling every other day to see why your new trailer isn't done yet.
Warranty work DOES NOT PAY, so why should any dealer do it if they didn't sell the unit in the first place??

Done with rant, but if your local dealer wasn't good enough to buy from, why take it there for work......?? Your convenience....?
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