Is this normal? Dealer service question.

[SpaceK9]

Is it normal when making an appointment for WARRANTY service to have the dealer say:

1. Well that is an engine issue, you need to take the RV to a Maxxforce dealer.

2. Well that is a transmission issue, you need to take the RV to an Allison dealer.

Again, we are talking about warranty issue, the RV is less than a year old.

This is the dealer we bought the RV from - I find this attitute kind of insulting but maybe I'm off base because I've never owned an RV before. I certainly wouldn't expect this from a car dealer.

As a side note I tried to get another dealer to fix a warranty issue and they refused as they were too busy and said they don't do warranty unless you bought there. It was local (sort of) but it got me thinking about being away from home and needing warranty work done.

I thought that part of being a franschised dealer was supporting the customers.

[shaneperch]

That is a wonderful engine!!! it is wet sleeved and a derivative of the DT 466. Which I would like to put in my bus someday as it is one of my all time favorite diesel engines. I wish they would put them in pickup trucks.

[Ron8877]

Also a lot of mh owners don't want anyone else driving their rig. It is just easier for you to make the appointment with the differant service centers than for them to make appointments for you to take your rig to the center.
Ron

[willald]

..As already said, this is normal and to be expected, if you bought from an RV dealer that does not have the expertise, equipment, etc. to handle chassis or drivetrain issues. Not all RV dealerships are equipped to handle such things.

Haha, would you rather he have his techs 'wing it' and just to try to make you happy, and try to diagnose and fix issues with a drivetrain they have no clue how to work on? Can you just imagine how badly that could turn out, and how much more upset you'd be?

We bought our MH from a fairly small RV dealer. I believe they can do some basic chassis work, but not everything. If I ever have a chassis related problem (engine, tranny, suspension, etc.), I will probably call and ask our dealer first if they can look at it. However, I also know they will probably say they aren't equipped to handle such, and will refer me to a Ford dealer. Thats OK, though, 'cause I have a good relationship with our local Ford dealer (just bought a car from them, haha), and they've told me on numerous occasions they'd be glad to handle any service issues I have with the MH. 🙂

[doc_brown]

SpaceK9 wrote:

bigdogger wrote:
I would rather take it to the engine and transmission shop myself. That way the service writer is getting first hand information on the problem rather than information filtered from the dealer. Also, it gives me a contact person a little closer to the action. And, I seriously doubt the dealership is going to have their best employees away from the dealership for an hour or two transporting rigs to various shops. I just have the vision of goofball the dealership can most do without being the guy driving my rig around town.

Excellent point!

x2. I have never taken my MH to the dealer for work. It went right to the expert Country Coach recommended while under warranty and now while under extended warranty. The car is different, right to the dealer.

[fourmat]

unfortunately yes it is normal

[wny_pat1]

SpaceK9 wrote:
As a side note I tried to get another dealer to fix a warranty issue and they refused as they were too busy and said they don't do warranty unless you bought there. It was local (sort of) but it got me thinking about being away from home and needing warranty work done.
I thought that part of being a franschised dealer was supporting the customers.

It is usually different if you are traveling. They will try to get you in and get you fixed up and on your way. RV dealer are not set up like the automotive franschised dealers are. But if you buy certain brands of motorhomes, a call to the manufacturer will line you up with a independent shop to do your warranty work. Tiffin and Foretravel are very good that way.

[wny_pat1]

Engine to the engine manufacturer warranty dealer
Transmission to the transmission manufacturer warranty dealer
Chassis to the Chassis maker
Refrigerator to the authorized warranty dealer (a RV dealer)
Microwave to the microwave warranty place (a RV dealer)
Fresh water pump to the pump warranty place (a RV dealer)
converter or inverter to the converter/inverter dealer (a RV dealer)
Tires to the proper Tire dealer
and so on.
You should have gotten all the info from they RV dealership when you purchased your rig!!!

[SpaceK9]

bigdogger wrote:
I would rather take it to the engine and transmission shop myself. That way the service writer is getting first hand information on the problem rather than information filtered from the dealer. Also, it gives me a contact person a little closer to the action. And, I seriously doubt the dealership is going to have their best employees away from the dealership for an hour or two transporting rigs to various shops. I just have the vision of goofball the dealership can most do without being the guy driving my rig around town.

Excellent point!

[bigdogger]

I would rather take it to the engine and transmission shop myself. That way the service writer is getting first hand information on the problem rather than information filtered from the dealer. Also, it gives me a contact person a little closer to the action. And, I seriously doubt the dealership is going to have their best employees away from the dealership for an hour or two transporting rigs to various shops. I just have the vision of goofball the dealership can most do without being the guy driving my rig around town.

[wa8yxm]

Most dealers do not work no the chassis save for minor electrical issues and the like, An engine or transmission issue goes to the engine or transmission specialist.

Considering some of the work dealers have done for me...... I like it that way.

The dealers fix body and indoor issues Slide outs, that kind of thing and even some of that may be farmed out to a specialist (Body shop)

[shaneperch]

Yes i love IH engines. they are wonderful. I had a DT360 in a schoolie and it was just a wonderful engine.

[B_s_Bunch]

Yes they should have attempted to help you in at least finding somewhere to take the your camper. However I have found calling the factory 800 number for warranty assistance is the best way to go. If you have any problems after that the factory can assist further instead of just now getting involved. I am very hesitant in taking our MH to any dealer for any motor or tranny problem. Just my feelings. Call the factory for assistance. Larry

[SpaceK9]

shaneperch wrote:
what kind of engine is your Maxforce? is it a Maxforce DT? Love those engines. did you take it to an International dealer? that is what I would do.

It's a MF 10-350. I've took it once to a International Dealer to have a software upgrade to fix a surging problem. It was a nightmare getting it done -what was supposed to be a 90 minute fix took two days and I had to go back and forth 80 miles each day. Because they didn't know what they were doing (although they learned).

But it does seem like a good engine now that it is fixed.

[dougrainer]

SpaceK9 wrote:

RetSgt7114 wrote:
It depends on the dealership. Some smaller dealerships may only do warranty work on the "House" part of the unit and leave more "specialty" work, such as engines and transmissions to those authorized repair facilities. I know from my experience, I would not want my local RV dealer working on my engine or transmission because they just don't have the same expertise as the other shops.
As long as it gets taken care of under warranty, don't sweat it.

I understand that they not be qualified but is it normal for them to say I must (personally) take it to the engine/trans guy? They don't handle this as a service for their customer?

The reason Dealer do NOT transport to Chassis warranty centers is because
1. WHO pays for that time for the 2 employees to make that trip?
2. WHO accepts responsibility if that unit gets damaged by transporting or at the other facility?
3. Our dealership, we do not transport, but we advise the customers at delivery that we are not responsible for transport or warranty on various chassis items and they sign a paper that they have been told such and they have to go to the appropriate Chassis service facility.
4. I would be very suprised that in your stack of delivery papers you do not have such an agreement signed by you. Doug