Concern - Does anyone care about customer service?

Two months ago, we looked at a Georgie Boy Landau from Camping World, Las Vegas with non-functional chassis A/C. We took possession of it along with a Good Sams Extended Service plan after they said the A/C problem was more extensive than expected and several new parts had to be installed.

As we pulled out for a get away from the LV heat three weeks ago, the chassis A/C went out. CW said they didn’t want to take care of it and to take it to a Chev dealer as it was a chassis problem. After several days delays between the dealer and GS claims we were finally on our way.

Half way through our trip - the A/C went out. We tried to get it repaired in Salt Lake at CW but hit a GS blockwall. Apparently, they have 45-days to process a policy (over 60-days I guess didn’t count) plus they said CW, LV hadn’t turned in the paper work. A call to CW, LV got them to FAX a copy but it would still take 24 hours to process. We decided the Utah weather was cool enough to forgo the A/C.

The 180 mile run home to LV was warm without A/C (95 degF at 9am). The RV was immediately taken to the Chev dealer to get the process going. Well, what a process it has been...

- 26Jun13(Wed) - RV delivered to Chev
- 27Jun13(Thu) – GS Inspector comes out to review dealer’s findings and takes photos
- 28Jun13(Fri) – Dealer informed by GS claims office that photos have yet to be received
- 1Jul13(Mon)– Second Inspector comes out as apparently the first one has gone AWOL with the photos and takes new photos
- 2Jul13(Tue) – First Inspector returns to take yet new photos
- 2Jul13(Tue) – I call GS Customer service and am informed that I may not talk to a supervisor; she would have a supervisor call me to explain what was happening; and they had 48 hours to process anything.

Well, here I set and GS Customer service called neither me nor the service center before closing in Colorado. I was hoping to be in California for July 4th, but instead I am waiting around for GS Customer service to find it in their heart to do something. I can’t say being an Elite member has been anything but frustrating. Now that the inspector has come a third time – do you think the 48 hour clock starts again? I feel like that movie “Ground Hog Day”.

Extended Service Plan

14 Replies

Dog_Folks
Explorer
Jul 03, 2013
The question was: "Does anyone care about customer service?"

IMHO Yes. The smaller locally owned companies that must survive in their local town. The larger nationals are not flexible enough to quickly change to local conditions.

The smaller local guy, whom understands and then provide decent customer service will usually be very successful.
metalcollector
Explorer
Jul 03, 2013
Thanks for the help - we did finally find a message on my wife's cell phone about 2-hours after we talked to customer service and got the OK. I hope this issue is behind us and next time everything goes smoother/faster.

Everyone have a good and safe 4th of July...
Scott_Blanc
Explorer
Jul 03, 2013
Mr. Friemel,

I apologize for the length of time it took to get this claim processed. Apparently, this was more than just a simple AC issue and involved the head gasket. Regardless, this should not have taken three trips by an inspector.

In any case, the claim was authorized this morning at 8:45, so we hope that you can be on your way for a cool fourth of July.
Good_Sam_Care_T
Explorer II
Jul 03, 2013
We attempted to contact you several times at the number that is on file. You can certainly call into our call center, our number is 800-234-3450 and ask for Diana Chavez or Elizabeth Osborn so we can assist you further.
metalcollector
Explorer
Jul 03, 2013
Since I started this thread, I figured I needed to provide some follow-up. Today 3Jul13(Wed), I met with the service dealer this morning as neither of us had yet heard anything from the GS Claim Department. We decided to try making a joint call. After the normal banter, the service manager was final given permission to proceed with the repairs (as indicated by the Admin above). My cost comes to only the deductible.

The dealer says it is a two day job, so with the holiday and the weekend, I probably won’t be seeing it before Monday. I guess there is still a possibility that they might find something else as the exact problem has been a little allusive.

Hopefully, I am off of this merry-go-round as I shudder to think of being stranded in some one horse town for nearly two weeks watching this play out.

The next test will come Tuesday, as I have an appointment to get the water pump fixed. Obviously the chassis people can’t do this so back I go to Camping World. I tried to get to it myself, but in my Georgie Boy it is behind the black waste line which is behind a panel that must have been installed before the coach was assembled as it is significantly larger than the compartment door. Can’t get to it from above as the black water tank is there and can’t get to it from under the coach as it is contained within a metal sided compartment. So I am going to leave this challenge to a ‘professional’ – my only question is how long will this claim dance take?

BTW: No one has yet "reached out to me by telephone". Must have contacted someone else???
Good_Sam_Care_T
Explorer II
Jul 03, 2013
Hello,

Thank you for notifying us of your concerns. We have contacted the Extended Service Plan division on your behalf and we understand that the claim has been approved. We have reached out to you directly via telephone and should you have any further questions please feel free to contact us. Thank you and please let us know if you need anything else at all. Have a happy and safe 4th of July!
midnightsadie
Explorer II
Jul 03, 2013
when is the last time a gas station attendent washed your window and said thank you? hope your mess gets fixed. and some compansation.
Not_a_Clue
Explorer
Jul 03, 2013
We have an extended Warranty with Western General and have used it several times. Always approved when the repair service calls them or within a couple of hours.
The_Texan
Explorer
Jul 03, 2013
ScottG wrote:
Don't worry MC, a CW rep will be on here shortly to give you a placating message and drag you off line.
Funny how we rarely hear the end results of posts like these.
Boy, isn't this the truth......:s
Executive45
Explorer III
Jul 03, 2013
kalynzoo wrote:
Mandalay Parr wrote:
That is a good reason I Never buy extended service plans.
They are a money making cash cow for whoever sells them.

In my 30 years of experience, always maintaining an extended warranty, I can attest that there are some good policies available. It does require that you follow ALL the rules. It is not my place to list other companies, but I've never encountered a problem like sadly noted in this thread.
Hope it gets settled soon.
Happy Trails.

X2

Hope you get satisfaction soon....and no, customer service is a thing of the 60s..we're now a "me first cuz I'm so important" society....Dennis