I am sure it has occurred to more than a few of us Good Sam Club Members and Road Service members that GSE is squandering an opportunity here to address what are obviously ongoing systemic problems with both entities as evidenced by the complaints here on this site and on many review sites around the web.In addition to responding to a particular members problem why not take the opportunity for some real communication with the broader membership that posts here about the obvious problems we all see and experience.Take the opportunity to admit the problems, outline the company's efforts to resolve them and to give a peek into future efforts to avoid some of these problems that come up here all the time.Give your customers the hope that at least GSE understands the problems and is addressing them in some larger systemic way.Too often when someone from GSE has posted an answer or comment it is condescending and smells a bit of sarcasm and is too often just an exercise in "circling the wagons". I think the customers deserve better and I am sure someone who reads this agrees.I really think a true respectful dialog with your happy and unhappy customers here would go a long way to increase the confidence level of us all and result in fewer complaints and bad word of mouth.I am not sure GSE realizes the frustration that can occur when dealing with this huge corporation and it's often misleading and confused structure, offers and conflicting policies.I think many are like me, they like the IDEA of Good Sam and Camping World but the reality is a bit difficult to deal with at times.

fulltimedaniel wrote:I am sure it has occurred to more than a few of us Good Sam Club Members and Road Service members that GSE is squandering an opportunity here to address what are obviously ongoing systemic problems with both entities as evidenced by the complaints here on this site and on many review sites around the web.In addition to responding to a particular members problem why not take the opportunity for some real communication with the broader membership that posts here about the obvious problems we all see and experience.Take the opportunity to admit the problems, outline the company's efforts to resolve them and to give a peek into future efforts to avoid some of these problems that come up here all the time.Give your customers the hope that at least GSE understands the problems and is addressing them in some larger systemic way.Too often when someone from GSE has posted an answer or comment it is condescending and smells a bit of sarcasm and is too often just an exercise in "circling the wagons". I think the customers deserve better and I am sure someone who reads this agrees.I really think a true respectful dialog with your happy and unhappy customers here would go a long way to increase the confidence level of us all and result in fewer complaints and bad word of mouth.I am not sure GSE realizes the frustration that can occur when dealing with this huge corporation and it's often misleading and confused structure, offers and conflicting policies.I think many are like me, they like the IDEA of Good Sam and Camping World but the reality is a bit difficult to deal with at times.I do agree that it seems that no one is listening but they do respond to the OP and ask for a private call.This would be the only way to initially respond since an open discussion about the matter could be considered a breech of privacy. If the OP wishes to share the outcome and resolution then that would be their right to make it public but the company could not do that with out express consent from the OP especially when it involves financial information.Whenever you see in the news complaints about a company, their statement is always generic in nature because of privacy issues. It is always the individual who divulges the outcome unless an agreement to not disclose was part of the settlement.

I completely agree with delwhjr on the privacy issue. Companies have a responsibility to guard the privacy of their clientele. When contracts, money, and personal information are involved, there are specific legal factors that supersede way above and beyond just an inquiring mind.That's why companies like Good Sam publish periodicals, like Trailer Life and MotorHome Magazine, that is the place where the public information about specific mechanical or logistical issues are brought to the public's attention. (Of course, they also want you to pay for the subscription for that information too!)

I think they have a few more happy customers then complainers. Not all but some of the problems complained about are self inflicted. Not many companies have an open forum where you can speak up like this one.

I was not talking about GSE responding to INDIVIDUAL complaints on the open forum where privacy concerns are a real issue.I was talking about, and I think a careful reading of my post shows this, a dialog about the larger issues, the systemic ones and how the corporation is handling them and using the forum as a tool to address what seems to concern so many customers.Keep in mind that for every customer that posts here or another site with a problem there are probably hundreds that have the same problem that just give up and go away.I just feel they are missing a real opportunity to turn this to their advantage through some real interaction and dialog.KCharles wrote: "I think they have a few more happy customers then complainers. Not all but some of the problems complained about are self inflicted. Not many companies have an open forum where you can speak up like this one. As I have pointed out many times they have this site because it is in their best interests. It keeps these complaints "in the family" so to speak and off of the wider web where they would get much more attention. This forum is NOT some kind of great gift to the customers as some would think. It is GSE's way to get problems and kill them before they reach a wider audience.Other companies also don't have the overarching umbrella of the Good Sam Club, Camping World and RV.net. Lack of a forum by other companies in no way has anything to do with how well they handle their customers complaints.

I agree with delwhjr also. Depending on how the problem is resolved, there could be potential litigation also - so not posting on here is prudent.I have not seen any condescending responses from team members, they just address the OP and take it offline.And, from Personnel experience, there is no "gag order" put on people to not come back and respond. Most folks with complaints are one-time posters who only came here because of their situation. I think most regular members who had have problems, come back and provide closure (I know I did).With all that, i'd like to see an announcement here if/when a posted problem results in a policy change by CW. It would be nice to see that there is a greater effect to providing this forum in the way the company does business - maybe others would follow suit.As it stands now, we never hear of any company policy changes. So, either they've never happened or the company doesn't share them.

Closing posts vs Addressing the Problems | Good Sam Community

delwhjr
Explorer
Apr 28, 2017
happycamper002 wrote:

When CAMPING WORLD (CWH) filed for IPO last quarter it looked promising but it is slowly hitting the bumps.

Stocks are down 9 percent which is a big dip
The last time I checked this morning it was down to 32.00

Many companies IPO will soar in the first few weeks as day traders and computer trades move the stock. It then will retreat to a more reasonable value.
When CWH has developed a history of about 6 months the real picture will start to emerge.
Very little that occurs on this site will influence the stock. It takes things like what United has been going through to have real impact.
toedtoes
Explorer III
Apr 28, 2017
happycamper002 wrote:
fulltimedaniel wrote:
. . . In addition to responding to a particular members problem why not take the opportunity for some real communication with the broader membership that posts here about the obvious problems we all see and experience.
Take the opportunity to admit the problems, outline the company's efforts to resolve them and to give a peek into future efforts to avoid some of these problems that come up here all the time.. . but the reality is a bit difficult to deal with at times.

I agree with FTD.

The specificity of answers being sought is not the (BIG) issue...it's the way the problem is being handled. If a question is raised by a member sounds unfit for other members to read, just hit the DELETE button and be done with it. How can one expect to get to the bottom if the person is greeted with unfriendly remarks and abuse.

It doesn't take a long membership (I've only been here a few months) to grasp the culture. . . most of the posts are "old wives tales" and then followed by more old wives tales. (forgive the expression)

More often than not, problems cited by members are often besieged laughed at, accompanied with sarcasm when no discernible answers to be had.

I think that this systemic misdeeds are localized. . . not reflecting the culture that Marcus had envisioned

If this however doesn't improve, I'm afraid it could spread across the board. A lot of these members do patronize the business that's why they are here.

When CAMPING WORLD (CWH) filed for IPO last quarter it looked promising but it is slowly hitting the bumps.

Stocks are down 9 percent which is a big dip
The last time I checked this morning it was down to 32.00

Of course as policy says: If you don't like it here go look for another site. But I wonder if that's exactly what Marcus had in mind.

I think one must separate the posters of this forum with the "team members" who respond to GS complaints.

Yes, posters DO respond sarcastically, negatively, etc., to complaint posts. That is true on any forum. But GS doesn't control how we respond - they can only react to it (by deleting, closing, etc.).

But that is NOT because of how GS runs their business. Every forum that is run by a company as an opportunity to bring in new customers by providing a place for people to interact has these same issues. People have opinions and people will share their opinions. That's what a forum is and there's no way to change that other than to shut it down.
Walaby
Explorer II
Apr 28, 2017
I agree at a top level that CW/Good Sam Club are missing an opportunity to address broad concerns that appear to be fairly common. I would not want them to address publicly, specific resolutions, but an overall 'State of the Consumer' type of address and how they are addressing real or perceived issues, such as customer service at CW outlets, would be a good thing.

I suspect the CW/GS employees that are monitoring this site are not empowered, nor aware, of what the corporation is doing or not doing, and as such, really can't do any more than what they are doing. Take it off line, try to address the concern and move on.

Mike
toedtoes
Explorer III
Apr 28, 2017
fulltimedaniel wrote:

As I have pointed out many times they have this site because it is in their best interests. It keeps these complaints "in the family" so to speak and off of the wider web where they would get much more attention. This forum is NOT some kind of great gift to the customers as some would think. It is GSE's way to get problems and kill them before they reach a wider audience.

Other companies also don't have the overarching umbrella of the Good Sam Club, Camping World and RV.net. Lack of a forum by other companies in no way has anything to do with how well they handle their customers complaints.

I agree with you that this forum is beneficial to the company in keeping complaints "inhouse", however, I also think that most people are simply venting when they post their problems and lot actually expecting to find resolution.

And that GS does have people monitor, respond to, and help resolve those issues is a positive step for both parties.

As for having "discussions" about the way the company does business on this forum, that's not really going to be productive and will create more issues within the company.

Would you open your business' policy discussions to an entire town? Do you really think it would end happily for anyone?

Heck, we can't even agree on what type of toilet paper to use in an RV.

I think if someone believes they have the ability to make this (or any) company better, they should join the company and do it from the inside out. But I don't think a company should have to bring it's policy making process to the public so people can tell them how to do their jobs. If they don't do it well, they'll lose business.
happycamper002
Explorer
Apr 28, 2017
fulltimedaniel wrote:
. . . In addition to responding to a particular members problem why not take the opportunity for some real communication with the broader membership that posts here about the obvious problems we all see and experience.
Take the opportunity to admit the problems, outline the company's efforts to resolve them and to give a peek into future efforts to avoid some of these problems that come up here all the time.. . but the reality is a bit difficult to deal with at times.

I agree with FTD.

The specificity of answers being sought is not the (BIG) issue...it's the way the problem is being handled. If a question is raised by a member sounds unfit for other members to read, just hit the DELETE button and be done with it. How can one expect to get to the bottom if the person is greeted with unfriendly remarks and abuse.

It doesn't take a long membership (I've only been here a few months) to grasp the culture. . . most of the posts are "old wives tales" and then followed by more old wives tales. (forgive the expression)

More often than not, problems cited by members are often besieged laughed at, accompanied with sarcasm when no discernible answers to be had.

I think that this systemic misdeeds are localized. . . not reflecting the culture that Marcus had envisioned

If this however doesn't improve, I'm afraid it could spread across the board. A lot of these members do patronize the business that's why they are here.

When CAMPING WORLD (CWH) filed for IPO last quarter it looked promising but it is slowly hitting the bumps.

Stocks are down 9 percent which is a big dip
The last time I checked this morning it was down to 32.00

Of course as policy says: If you don't like it here go look for another site. But I wonder if that's exactly what Marcus had in mind.
toedtoes
Explorer III
Apr 28, 2017
I agree with delwhjr also. Depending on how the problem is resolved, there could be potential litigation also - so not posting on here is prudent.

I have not seen any condescending responses from team members, they just address the OP and take it offline.

And, from Personnel experience, there is no "gag order" put on people to not come back and respond. Most folks with complaints are one-time posters who only came here because of their situation. I think most regular members who had have problems, come back and provide closure (I know I did).

With all that, i'd like to see an announcement here if/when a posted problem results in a policy change by CW. It would be nice to see that there is a greater effect to providing this forum in the way the company does business - maybe others would follow suit.

As it stands now, we never hear of any company policy changes. So, either they've never happened or the company doesn't share them.
fulltimedaniel
Explorer
Apr 28, 2017
I was not talking about GSE responding to INDIVIDUAL complaints on the open forum where privacy concerns are a real issue.

I was talking about, and I think a careful reading of my post shows this, a dialog about the larger issues, the systemic ones and how the corporation is handling them and using the forum as a tool to address what seems to concern so many customers.

Keep in mind that for every customer that posts here or another site with a problem there are probably hundreds that have the same problem that just give up and go away.

I just feel they are missing a real opportunity to turn this to their advantage through some real interaction and dialog.

KCharles wrote: "I think they have a few more happy customers then complainers. Not all but some of the problems complained about are self inflicted. Not many companies have an open forum where you can speak up like this one.

As I have pointed out many times they have this site because it is in their best interests. It keeps these complaints "in the family" so to speak and off of the wider web where they would get much more attention. This forum is NOT some kind of great gift to the customers as some would think. It is GSE's way to get problems and kill them before they reach a wider audience.

Other companies also don't have the overarching umbrella of the Good Sam Club, Camping World and RV.net. Lack of a forum by other companies in no way has anything to do with how well they handle their customers complaints.
K_Charles
Explorer
Apr 28, 2017
I think they have a few more happy customers then complainers. Not all but some of the problems complained about are self inflicted. Not many companies have an open forum where you can speak up like this one.
DutchmenSport
Explorer
Apr 28, 2017
I completely agree with delwhjr on the privacy issue. Companies have a responsibility to guard the privacy of their clientele. When contracts, money, and personal information are involved, there are specific legal factors that supersede way above and beyond just an inquiring mind.

That's why companies like Good Sam publish periodicals, like Trailer Life and MotorHome Magazine, that is the place where the public information about specific mechanical or logistical issues are brought to the public's attention. (Of course, they also want you to pay for the subscription for that information too!)
delwhjr
Explorer
Apr 28, 2017
fulltimedaniel wrote:
I am sure it has occurred to more than a few of us Good Sam Club Members and Road Service members that GSE is squandering an opportunity here to address what are obviously ongoing systemic problems with both entities as evidenced by the complaints here on this site and on many review sites around the web.

In addition to responding to a particular members problem why not take the opportunity for some real communication with the broader membership that posts here about the obvious problems we all see and experience.

Take the opportunity to admit the problems, outline the company's efforts to resolve them and to give a peek into future efforts to avoid some of these problems that come up here all the time.

Give your customers the hope that at least GSE understands the problems and is addressing them in some larger systemic way.

Too often when someone from GSE has posted an answer or comment it is condescending and smells a bit of sarcasm and is too often just an exercise in "circling the wagons". I think the customers deserve better and I am sure someone who reads this agrees.

I really think a true respectful dialog with your happy and unhappy customers here would go a long way to increase the confidence level of us all and result in fewer complaints and bad word of mouth.

I am not sure GSE realizes the frustration that can occur when dealing with this huge corporation and it's often misleading and confused structure, offers and conflicting policies.

I think many are like me, they like the IDEA of Good Sam and Camping World but the reality is a bit difficult to deal with at times.

I do agree that it seems that no one is listening but they do respond to the OP and ask for a private call.
This would be the only way to initially respond since an open discussion about the matter could be considered a breech of privacy. If the OP wishes to share the outcome and resolution then that would be their right to make it public but the company could not do that with out express consent from the OP especially when it involves financial information.
Whenever you see in the news complaints about a company, their statement is always generic in nature because of privacy issues. It is always the individual who divulges the outcome unless an agreement to not disclose was part of the settlement.

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