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Old 03-08-2012, 09:34 AM   #1
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Does Being Nice Pay Off?

We took our G'town to the dealer for warranty work a month ago this week. There was nothing major and was told it would probably be ready in 2 weeks. They'd order the parts, get them the next week & do the repairs... which we thought was reasonable.

The week we thought it would be done, the dealer called & said they hadn't gotten all of the parts so it would be another week. I was nice and said no problem. I understand that sometimes things just don't go as planned.

They called the next week and said parts were in but they had just pulled a big job into our tech's bay and would we mind waiting until they got that job done then they'd finish ours. They did offer to let another tech work on it but again, I thought I'd be nice and said it didn't matter & either way would be okay.

SOOO... I get a call this past Monday expecting them to say it's done! I was wrong. The call I got on Monday said the manufacturer had sent 2 of the wrong parts so they had to reorder them. Our MH has been sitting at teh dealer's now for FOUR weeks...out in the rain, sun, wind, storms..etc.

Maybe the excuses are legit but I'm beginning to think they're putting bigger money making jobs before ours. I'm not going to be as nice the next time they call unless they say it's done.
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Old 03-08-2012, 09:40 AM   #2
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I always believe in the "nice" approach first but once in a great while it seems there are those who take advantage of the "nice" people.
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Old 03-08-2012, 10:15 AM   #3
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"It's the squeaky wheel that gets the oil." You can be nice but at the same time call them once a day to make that squeak heard.
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Old 03-08-2012, 10:28 AM   #4
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I've been waiting on new couch cushions since June. Granted, my TT is sitting next to my house and not on a dealers lot, but it's still frustrating, none the less.
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Old 03-08-2012, 11:33 AM   #5
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Our Cedar Creek dealer where i live really jerked me around on warranty work to the point where i'll never deal with them again,i did the "Nice Guy approach" and i feel that gave them the idea that i could be played and had i not gone to "Now i'm really pissed,no more Mr. nice guy mode" my fiver' would probaby still be there! I'm a master carpenter/fish contractor by trade so any B.S. excuses were wasted on me by the service manager so my advise to anyone would be to go into a dealership service situation with an adveserial attitude and let them know up-front that you will expect them to stick to their price,time-line and your final satisfaction so there will be no confusion,when you take into consideration of how little time we have to use our rigs with work and family responsabilities the last thing we need is an incompetent service staff holding up a simple repair because thev'e either over-exended their shop's resources or simply just don't care!
JMHO
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Old 03-08-2012, 11:33 AM   #6
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Many people see me as politically unacceptable. However, when you are working with a dealer, many many times it pays off to be politically unacceptable.

Best Regards,
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Old 03-08-2012, 12:13 PM   #7
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I suspect that dealers push aside warranty work in favor of doing non-warranty work at a higher shop rate then what Forest River pays them. Unless you really hound them, there's always some lame excuse why your warranty work doesn't get done.

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Old 03-08-2012, 12:25 PM   #8
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Quote:
Originally Posted by Hob View Post
Many people see me as politically unacceptable. However, when you are working with a dealer, many many times it pays off to be politically unacceptable.

Best Regards,
I tend to fall into this category as well. I am a Industrial Maintenance supervisor and deal with parts procurement on a daily basis. I know how quickly you can get parts if you really want to or need to. I also have a pretty good understanding of most things mechanically related. In todays world with the Internet you can find about anything you want. When I bought my current TT I am pretty certain I knew more about it overall than the salesman. Every dealer I have ever delt with from autos to RV's will play you if you let them. I think it is best to let them know up front what you expect.
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Old 03-08-2012, 01:47 PM   #9
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I'm not sure its really about "niceness" per se.

I think in any business dealings its a matter of being couteous (even friendly) at all times while insisting on results and holding the business accountable.
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Old 03-08-2012, 02:39 PM   #10
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Quote:
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I'm not sure its really about "niceness" per se.

I think in any business dealings its a matter of being couteous (even friendly) at all times while insisting on results and holding the business accountable.
I agree with this. However as far as the dealers and salesmen are concerned, being up front and honest goes a long ways to building the relationship with the customer. For me it seems it is getting harder and harder all the time to get a straight answer with most dealers be it auto or RV.
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Old 03-08-2012, 04:58 PM   #11
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Committment

I have found an approach that seems to work for us. Ask for their commitment when you first call for service. As an example, when I take my trailer in for service, I ask them for a commitment as to when the job will be completed. I tell them that I am making travel plans based on their commitment and ask if they need additional time to keep their commitment. Make it clear that you expect them to meet their commitment. If the worst happens and the job is not completed on time, let them know you are very unhappy and ask to speak to their manager or owner. In my experience, this keeps them from jerking you around and putting off your job. It also helps if you call when you trailer is in the shop to check on progress.
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Old 03-08-2012, 06:51 PM   #12
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let's work as a team and get this THING done

Quote:
Originally Posted by KarenS144 View Post

They did offer to let another tech work on it .

to the repair ones
you guys had offered to
put another tec on it a while back
guess I should have went for that
then (we) would have found out earlier
that (we) still didn't have all of the proper parts in
can (we) do whatever (we) can do
so as to get it out ASAP now


note
notice
when we use the word (we) instead of YOU
kind of puts us all in the same boat
let's work as a team
and get this THING done

Mountainman
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Old 03-16-2012, 03:21 PM   #13
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Another week has gone by and we're still waiting. This week's story is that the part we need has to come from IT'S manufacturer and it's not come in yet but there is a parts guy checking on it. I'm still trying to play nice but it's getting more & more difficult.

The contact person mentioned they'd been swamped and very busy. I had to bite my tongue not to ask if they were busy on non-warranty jobs which kept our MH from being finished. I did mention that it had been there 5 weeks now and was not in it's garage but sitting out in all the storms that have rolled through that area. They were very sorry.

We will check for hail damage once....errr.... IF we ever go to pick it up. That leads me to a question about the responsibility for weather damage. If a unit is damaged by weather while at the dealer, who is responsibie? I assume (which is probably not good) that damage done by another vehicle or employee would be the dealer's responsibilty? As far as I know, neither weather nor other damage has been done but after 5 weeks, all sorts of senerios are running through my mind!
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Old 03-16-2012, 03:51 PM   #14
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I try nice first. If that doesn't work, all hell breaks loose.
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Old 03-16-2012, 04:34 PM   #15
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just a guess

Quote:
Originally Posted by KarenS144 View Post

That leads me to a question about the responsibility for weather damage. If a unit is damaged by weather while at the dealer, who is responsibie?
just a guess
(( you are ))
that is why we carry insurance
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Old 03-16-2012, 04:43 PM   #16
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Karen, with regards to whose responsible for hail damage, I would think that's your insurance. They can go after the dealer with their attorneys if they want. As said above that's why we have insurance.

As for it being damaged by another car, that would be the at-fault driver (if they admit to it). If not, the dealer will probably try to claim no responsibility (while they point to a small sign, of course). That's a common tactic.
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Old 03-16-2012, 04:57 PM   #17
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Mountainmanbob & Triguy,

That's pretty much what I thought about any damage. I do NOT expect there will be a problem though.

I did hear back today and the part is supposed to be at the dealer's on Monday so we'll see. We're planning to get it on Thursday which will be exactly six weeks from when we dropped it off!
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Old 03-16-2012, 05:04 PM   #18
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you will be on the road soon

Quote:
Originally Posted by KarenS144 View Post
Mountainmanbob & Triguy,

I do NOT expect there will be a problem though.

We're planning to get it on Thursday
which will be exactly six weeks from when we dropped it off!
hi Karen

all should be well with your unit
we need to keep the facts in mind
these ones deal with
repairing units such as yours
I do know the thoughts of
kind of like
when we leave our trailer all alone
out in the desert
yes
we worry a little about it
only time we (I) feel A OK
is when sweetTHING is parked in our driveway

all will be good
you will be on the road soon

Mountainman
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Old 03-16-2012, 07:19 PM   #19
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Not that I live in Indiana, but would you let me know which dealer it is? I don't ever want to stop by for a repair.

You were so patient. I can understand a day maybe two for a delay. What you describe is criminal, as in unlawful detention.

I hope you get it back in good condition - washed and just as clean as when you took it in.

Best regards,
Jim
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Old 03-16-2012, 08:14 PM   #20
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Exclamation Don't wait any longer

I took my new Berkshire in for warranty work back in early March 2009. I to was told it was being worked on and there was an issue with parts. I was even showed work records and charges made to Forest River. In June I pulled the unit out and went back to the factory. The dealer had done no work and even told me they planned to milk Forest River till Sept before working on the unit.
I say contact Forest River and see what they think is going on.
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