If you were to need some warranty work to be done on your RV, what would be a reasonable amount of time for the dealer to begin doing the work? Not how long it takes to complete the work, I mean, to just get started on it. For instance, the dealer agrees a repair is covered under the warranty and just says to bring it in. They won't give you a specific date to bring your RV in so you tell them you will bring it in on a certain date and they agree to that. How long would you allow your RV to sit there before inquiring why they haven't started the work? I understand that the type of repair and what's involved might dictate time frames,but in general, what do you think?

Parts availability is sometimes a significant holdup in getting repairs done. And sometimes the specific parts needed can't be determined without having the unit on hand. That's no excuse for the extended periods that RV units seem to sit untouched at dealer's shops though. They should be able to schedule work better than they usually do, and keep you informed of their progress or lack of it.

The local Chevy dealer has two lanes in their service department. One labeled "appointments", the other labeled "service". I asked a service rep one time if having an appointment meant faster service. He said no, it was still basically first come first serve. The appointment lane basically meant getting logged into their system faster after arrival.I think most service departments work that way whether warranty or owner paid. And the busier they are, the longer it will be whether you have an appointment or just drop in. When someone drops off their unit (what ever that may be) with a vague description of the problem, they have no real idea of how long they will be working on that particular unit to move on to the next. A service department that guarantees to start work based on an appointment time would be one to hold on to.

IMO, if the dealer schedules an appointment for work to be done, regardless whether it is warranty or not, they should begin working on it before the end of business of THAT DAY! I might be generous and give them until the next day to begin, but after that I would have words with the service manager.By the third day, if it was a warranty issue, I would be calling the manufacturer's area manager asking for an intervention. If it was not a warranty issue, I would be considering picking my unit up and finding someone else to fix it. On the fourth day, I would be out of there, never to return.

While I can't give an actual answer to the question, I'd like to mention, that using a mobile tech, can often be a more satisfying experience. I have only taken one of my RVs to a dealership, and service was done while I waited. In my experience, and reading about others experience, a call to manufacturer, can get prior approval, for warranty work at an independent service repair, or mobile tech repair.Jerry

To me, this is a prime example of why, if you are buying new, the dealership is probably more important than the brand you buy.My first 5er was a Dutchman, that was an absolute POS - probably spent as much time in the shop as it did at my house. Both the manufacture and the dealer were terrible. The worst was when it had a bad window, and spent nearly three months at the shop (granted, this was done over winter, so I didn't push). But everything took forever to fix, bad enough that me, a non-DIY guy, fixed quite a bit on the trailer.Current trailer had less trouble and much better dealer support.To me, the gold standard is my boat dealer. They will set an appointment, and basic service is done same day. When it has been something more repair related, I've dropped it off on a Monday, and picked it up on a Friday, never missing a weekend.Why can't all dealers be like that?

How much time is reasonable for work to be done

imgoin4it
Explorer
May 03, 2019
Not sure anyone has touched on the same problem i have experienced at two different locations. One a dealer the other a service only shop. Both had RV’s backed up waiting for work. Didn’t necessarily take much time to do the work, but they put the RV in line in order of arrival and did nothing to it until they finished those ahead of it. The service only place told me they had about 6 months of work waiting. I know many of them were not going to be used for some length of time and for those folks the long wait might be worth it. Me, I I’m not leaving my motor home anyplace like I described.
Alan_Hepburn
Explorer
May 03, 2019
When our rig needs service we call our local service center and tell them what we need. They set up an appointment for us to drop the rig off. That appointment may be a few days, or a few weeks, out due to their workload, but once we drop it off they start working on it immediately. When the service writer is taking all our information one question he asks is "When do you need it back?" - they have never missed that commmittment. If a service center just collects rigs, waiting for a service bay to open up, they will quickly run out of storage space. On the other hand, if you need to store your rig for a few months, you can give it to them for a simple job, and let them store it for you for free!
Chum_lee
Explorer
May 02, 2019
"What we have here is . . . . . failure to communicate!"

Captains speech

Movie: Cool Hand Luke Starring: Paul Newman (c)1967

Clearly, IMO, in this modern day and age, the OP, and, the dealers representatives, have been hijacked by social media and "other" modern day forces. (electronic communication devices) It's no one's fault, and everyone's fault, all at the same time.

If the OP, and the dealer in question, would clearly state (in person) what they want, what is expected, and when, there would be a lot less hurt feelings and grumbling. Something might actually get done too!

It seems so simple, but, . . . . . . it's not.

Chum lee
myredracer
Explorer II
May 02, 2019
Our experience on warranty work:
- phone dealer, dealer says they can "fit you in" in a week.
- dealer looks at your problem, then contacts manufacturer for authorization. Another week...
- after authorization (which they knew they'd get anyway), part is ordered. Another week or two before it arrives.
- part arrives, then they schedule the work to suit their already busy schedule.

End result is that your RV can languish on their lot for weeks and in the height of the camping season when you need it the most.

We had a window in a previous TT that needed adjustment because it didn't close quite right. They decided the entire picture window (large) needed replacing instead. They would have made more money replacing it instead of tweaking it. Was on their lot for 5 or 6 weeks before we got it back but luckily was at the end of the season.

Some dealers are inept at fixing things. Sometimes they can't fix something even when you tell them what's wrong. Sometimes they refuse to fix something that should be under the terms of the warranty. On one occasion the service manager told me "it's just a travel trailer" and refused to fix something. Another time they said the entire warranty was void because of a couple of LED lights I added. :M

Had a defective awning gas strut on our Carefree awning from day one. Several attempts to get the dealer to fix it and they couldn't figure it out. Bought a replacement strut and installed it myself and has been fine since. The latch on our entry door wouldn't keep the door closed properly. Found out when it flew open once at 65 mph. Dealer couldn't figure out what was wrong. Turned out any time the stab. jacks were down, it flexed the frame enough to slightly "rack" the fiberglass sidewall and cause misalignment of the strike plate. Removed the plate and filed the opening a bit and has been fine since.

Unless it's something serious, complex or costly, you're better off just fixing it yourself and can often do a better job. Get a few tools for your RV. Watch a youtube vid or two. You could also be hundreds/thousands of miles from home and can't get work done under the warranty and may not have a choice.

Then their was the time we had an entire TT replaced under warranty.

Am now a hardened and cynical RV owner, lol. :)
otrfun
Explorer II
May 02, 2019
Over the last 3 years (on two new TT's) we had the following replaced under warranty: an a/c, entire set of brakes/drums, landing gear, dining room table, mattress, LED lights, bathroom fan, etc. One TT was purchased at a large local dealer, the other Campingworld. Any warranty issue that didn't require parts I typically repaired DIY.

To initiate many of these warranty repairs, both dealers accepted pictures I emailed to them. I made the sure the pics were large, clear, with comments, arrows (lol!), and owner info on each pic. For the remaining repairs we made an appt to bring the TT down to have the warranty issue documented. I would wait (sometimes quite a few hours) until the warranty inspection was completed, then I took the trailer home that same day. Afterwards, the dealer ordered the parts. When the parts arrived (typically 2-3 weeks later) I made another appt. and had the parts installed while I waited again. Yes, sometimes we had to wait most of the day, but it got done that same day.

Both dealers would have preferred we leave the TT, but we always insisted they give us a date they could actually do the work.

I didn't realize how lucky we were until I read this thread.
Cloud_Dancer
Explorer II
May 02, 2019
colliehauler wrote:
Cloud Dancer wrote:
Through the years I've owned 5 Class A motorhomes. I do most of the maintenance and repairs. Next time, I will purchase one that is recognized to be of fairly high quality and is built by trustworthy people, AND the factory is NOT FAR from where I live most of the time, as in Foretravel or Tiffin
I always thought Newell was a good motorhome as well?

Sure, but....there's a chance I could perhaps afford a clean one-owner Tiffin or Foretravel,....Newell, NO chance. Primarily, what has become extremely important is to find people I can trust, and who have the ability to fix something, and who give you credit for knowing something.
drsteve
Explorer
May 02, 2019
One of the biggest issues with RV dealers is not stocking parts.
colliehauler
Explorer III
May 02, 2019
RobWNY wrote:
colliehauler wrote:
Why did you not get it out of storage and get it repaired instead of waiting until the busiest time of year? If they have to order parts from the factory it can be a lengthy process especially if they get the wrong parts. I've heard of others having their RV in the shop for several weeks if not months on this forum.

Because that wasn't an option to take it there in November when they called. What parts are needed to be ordered from the factory to do a Fiberglass repair?
I have no idea what repairs to your unit are needed, just saying I've seen people wait extended periods of time for parts only to get the wrong item in. I would not be a happy camper about the not returned phone calls as well.

Apples to oranges but the motorcycle shop I use to service my motorcycle is 3 weeks back log. First in first out. Everyone wants their bike now that weather is turning nice. I imagine it's the same with RV'S.
RobWNY
Explorer
May 02, 2019
colliehauler wrote:
Why did you not get it out of storage and get it repaired instead of waiting until the busiest time of year? If they have to order parts from the factory it can be a lengthy process especially if they get the wrong parts. I've heard of others having their RV in the shop for several weeks if not months on this forum.

Because that wasn't an option to take it there in November when they called. What parts are needed to be ordered from the factory to do a Fiberglass repair?
colliehauler
Explorer III
May 02, 2019
RobWNY wrote:
I will add that I bought the RV in April 2018, advised them of the problem in June of 2018 (Front nose fiberglass repair issue). Brought the RV in for them to do an estimate of repair and to get authorization from manufacturer. I was advised of the Authorization through the manufacturer in November of 2018 (Was told manufacturer denied authorization three times and finally approved after 4th attempt by dealer). I told the dealer at that time it was put away for the winter and I would recontact them in the Spring for the work to be done. They agreed to this. Called them April 1st to make an appointment. They would not give me a specific date to bring it in. Advised them I would bring it to them on April 10th. Brought the RV in for repair on April 10th 2019 like I said I would. Called April 26th for an update and was told they would check with the guy that would be in charge of things and call me back and received no call. Emailed them for an update on April 29th and received no reply. Called yesterday, April 30th and was told the person I needed to speak to was on "the other line" and the person on the phone took my phone number and said I would be called back. I have not received a call from them still!
Why did you not get it out of storage and get it repaired instead of waiting until the busiest time of year? If they have to order parts from the factory it can be a lengthy process especially if they get the wrong parts. I've heard of others having their RV in the shop for several weeks if not months on this forum.

Would taking back to the manufacturer be an option?