(Lack of) Service must be the same everywhere (UPDATE)

[workhardplayha1]

Ok I will try to make a long story short and this is more venting than anything.
I bought my RV about 2 1/2 years ago and I have come to the conclusion the only way to insure quality work is to do it myself. The unit was bought across the state which is over a 3 hour drive to have work done there.
A little over a year ago I got a recall notice from Fleetwood to have the steps inspected for a potential for structural damage. Not wanting to drive across the state and leave my unit there for weeks I found a Fleetwood dealer about a hour away. I contacted them but they said they were too busy to look at it and unless I bought the unit there they couldn't look at it for several months (blow off #1). I called back "several months" later when I got my second notice of recall and again they said they couldn't look at (blow off #2) but they were going to open a new dealership that was actually only 15 minutes from my home.
I called the service department at the new facility once they were open and was told the next appointment wasn’t for 5 weeks. I booked the appointment and gave the guy all the info from the recall but had a feeling he wasn’t taking notes and the trip would be a total waste of time.
Well my hunch was correct. I showed up for the appointment.
I said “I am here to have the recall inspection”
He replied “what recall is that”?
“The step recall from Fleetwood” I said. “I gave you all the information when I scheduled the appointment.”
“Well, I guess whoever took the appointment didn’t write down any information.” He said, “do you know who you talked to?”
“Yes, you” I replied.
“Well, I can’t find any recall.” “Maybe it was for your old unit”. (blow off # 3).
I then did a quick search on my phone and found the recall that didn’t exist and gave him the information again.
He said, “I don’t know what needs to be done I will have to call Fleetwood to get more information.” (blow off#4)
I have called him back twice and both times I he says he still more information. They keep asking if I bought the unit from them. DW and I did stop in and looked around and actually found a unit we liked and are thinking of upgrading but with their customer (no)service I don’t think I will be purchasing from them.
Rant over.

[Dog_Folks]

I DO NOT know about the inner workings of an RV dealership, but I do know about auto parts. I owned an auto parts store that offered a nationwide warranty on most all parts sold.

If someone purchased an alternator in Vermont, and it want bad in Florida, the local store had to replace it. That is not a problem.

What bothered me was my money for that replacement was often tied up for six months before I got re-reimbursed for honoring the warranty.

During that time that money was not available to invest in other inventory to make a profit with.

If this is the same in RV dealerships, I can understand, but do not condone, their reluctance to work on a unit that someone else sold and made the profit on especially if they are also tying up their working capitol in it.

[GlennLever]

Goldencrazy wrote:
if you find a good one hang on and feed them.

I believe I have and am having a bunch of stuff fixed for a trip the end of February. Once the work starts I will create a thread with reports.

[Goldencrazy]

I have been on both sides of the service issue. Couple years ago while traveling to California Chilsom in Albuquerque works us in fixed our problem and had us back on the road in an hour. All Winnebago warranty. Fantastic. Had a mobile repair in Ocala Florida that was fantastic on a window awning. Small job but done well. Many would have wanted to replace not repair. Some others not so good and some mixed. The place I bought a Class C in Madison was horrible and is out of business. It is a******shoot but if you find a good one hang on and feed them.

[dougrainer]

Some dealerships have a short sighted outlook---They will not work on local area purchasers that purchase elsewhere. Reimbursement has no basis for if any work is done. NOT TRUE, even tho some think warranty is a lot less than non warranty work for payment. Recalls(Safety or just a factory recall) should be done regardless of where it was purchased. If just fixing the recall and doing no other work, the dealer should do it.
Dealers that do this need to understand one thing---HOW WOULD THEY FEEL IF THEIR CUSTOMER WAS OUT OF HIS AREA AND NEEDED WORK DONE AND THE LOCAL DEALER SAID, NO, YOU DID NOT PURCHASE FROM ME SO HIT THE ROAD.
This is different than having a local dealer and you went out of his area to purchase and still reside in his local dealer zone. Sorry, but this in human nature, you did not patronize ME and now you need MY help???? GO to that dealer that made the money off you. I have enough business, I do NOT need yours. THAT is usually why dealers can get away with this. IF they are slow and the shop is slow, they will readily get you in. NO dealer will have his service dept stand around if a non customer can bring in work, warranty or CP. Doug

[2gypsies1]

gafidler wrote:
Buying from a local dealer only makes sense if you are not going anywhere. All my repairs have been preformed thousands of miles from my home base.

X2. When you're full-timers you don't have a 'local dealer'. Repairs on our Newmar have been minimal.

[gafidler]

Buying from a local dealer only makes sense if you are not going anywhere. All my repairs have been preformed thousands of miles from my home base.

[JnJnKatiebug]

I guess I am lucky. I bought my coach in a private sale about 6 hours away. My local dealer treats me like a king. They said they would like the chance to sell me my next one, and they will.

[Dog_Folks]

Sometimes saving a little money by purchasing away from the local dealer comes back to bite you.

I am not saying it is right,but that is the real world.

I always try to buy local, even if it costs me a little more. Being "known" by the local dealer often pays dividends.

[lfeather]

"... I have come to the conclusion the only way to insure quality work is to do it myself."

Amen...

[workhardplayha1]

I am going to give them the benefit-of-doubt that there are holiday delays. After the first of the year I will be calling Fleetwood and the GM of the dealership.
I understand the priority of my work I am just tired of them wasting my time too.
If I could get some information on what to look for I could inspect and fix the steps myself. I have looked and everything looks secure.

[junmy3]

You are paying the price for not buying at the local dealership. Many years ago, we bought a Fleetwood pop-up in Atlanta. We needed some warranty work done. The local Fleetwood dealership refused to do it since we drove past them on our way to Atlanta. Of course when we bought our TT, we did not even consider the Macon dealership and tell all of our friends to go elsewhere. They were very short-sighted.

[DSDP_Don]

I had a problem with a Fleetwood coach that they denied was an issue. After I got rid of the coach they made it a recall item. We responded to their lack of service by not including any of their products in our search for a new coach.

[wny_pat1]

Get blown off on a recall issue - report it here.

[kalynzoo]

I will take a wild guess that Fleetwood's reimbursement to the dealer is too small to justify rack time. When Workhorse had their brake recall I was getting calls from Workhorse authorized shops offering to do the recall work. The reimbursement was sufficient and the brake job gave them a chance to offer other services and become your shop of choice. With a step inspection probably not so much. Still absolutely no excuse for the blow-off, I certainly would not go back to that dealership. Since Fleetwood is required to follow through on a recall, perhaps they can suggest other authorized shops? If not write a formal complaint to the agency certifying the recall.
JMHO

[GlennLever]

Old-Biscuit wrote:
Have you contacted Fleetwood and spoken with a factory service rep/supervisor?

Still going to have to wait......such is life when getting warranty work done at a facility where you didn't purchase from.

Dealership priorities:
Paying customers that bought from them
Warranty work from customers that bought from them
Paying customers
Non-appointment paying customers that bought from them
Re-work for customers that bought from them

Warranty work from those that purchased from somewhere else....as work schedule allows. (all those noted above will throw that schedule off)

Dealership Priorities....to make money