Camping World survey by RV Travel (not so good)

[LetsRV]

I realize Camping World hosts this site but even they have be concerned with the survey recently done by RV Travel.

RV Travel (online mag) did a survey of folks that purchased an RV from Camping world. Things didn't go well for CW. RV Travel asked:
Feel Very Happy with purchase 9%
Feel Pretty Good 26%
Not Happy 17%
Very Unhappy
Regret Buying from CW 47%

It's got to be difficult to maintain their dominance when out of 732 responses 64% not happy.

Here is the article.
https://rvtravel.com/camping-world-customer-satisfaction-poll-deeply-lopsided/

[ktmrfs]

In the area around us camping world bought up several dealers that (a) had a bad reputation already, especially on the service support and quality side (b) were in financial trouble (c) being hit by the recession and (d) owners that likely saw an opportunity to unload and get out.

Best I could tell camping world did nothing to change the practices of the dealerships in a positive direction. And today those dealerships have the same or worse reputation.

[ppine]

Thanks for the report. I have never liked the attitude of the people that run the store in Reno. Their prices are high and they are a pain in the butt. I would never buy an RV from them.

[Optimistic_Para]

Let me throw a thought out there.

I worked for a number of years in the auto parts field, including a stint as the parts manager at a Chrysler dealership. I used to talk to the Chrysler factory rep when he would come around. According to him, 99% of dealership owners had a background as car salesmen before opening their own dealership.

He claimed that the vast majority of them thought of the service and parts departments as a waste of their resources. If it were up to them, they wouldn't have had these departments, they would have used the money to stock more vehicles to sell.

They only reason they had service and parts departments was because the manufacturers REQUIRED them to have them in order to get the dealership franchise.

I do wonder if the same mindset occurs at a lot of rv dealerships.

[memtb]

A hard earned reputation!

[wildtoad]

I had a great buying experience at CW. Did lots of research on the brand, model, options I wanted. Visited the factory and toured the plant - fun and interesting. Downloaded the price and options sheet so knew what the price was and then figured what I was willing to pay and what my initial offer was going to be. We agreed somewhere between those two. This may have taken 30 minutes. Ordered the unit. When it arrived had a great PDI, finance office took about an hour with all the paperwork. Again a good experience.

Warranty work after the sale was problematic as the service dept was overwhelmed from the number of RV’s. Service after the sale or service in general is the one complaint I have with CW. However I have a bigger issue with Ford who supplies the chassis in that they have insufficient service facilities who will service the F53.

[2012Coleman]

My friend went into the CW in St Augustine last weekend. The receptionist asked him to fill out a form with all his contact info. When he said he would rather not, she said you don't have to fill out the form, so he asked to have someone show him some campers. She said, we need you to fill out this contact information form first.

He left.

[Ralph_Cramden]

Kansas Climber wrote:
Most people who reply to blind surveys like this have an ax to grind. People who are satisfied don't have the time.

Try the same survey for any other company that's in the RV business and my bet is its worse. Give Camping World some credit, they do a great service for the RV'r. Unlike many other companies (General just to name one) Camping World will work on your RV even if you didn't buy it from them. Not everyone does that.

No idea who the RV Travel Survey people are either. Never heard of them. My bet is they tried to sell their company and Camping World said no.

I will say that I have seen the star ratings for Camping World Dealerships continue to rise. I have been a very satisfied customer for many years and will continue to be.

Lets see if I have this correct.

Blind surveys are no good.......The number of stars selected in a blind survey by anonymous people on some website are good.

Got it.

Over the last 10 years or so I had attempted to purchase new TT's at 3 different Camping Worlds. Harrisburg PA, Akron OH, and Columbus OH. It was basically the same drill at all. Inflated prices unless you believe you should be paying MSRP or close to it, and a myriad of tacked on fees for this and that including paying for the PDI. In fact at Harrisburg PA we were flat out lied too in emails and phone calls. When we made the 2.5 hour drive out there with cash in hand to make the purchase the discussed terms had all conveniently changed to the tune of about an additional $4000.00. It was a blatant take it or leave it attitude and we left it, drove an hour south to Beckleys Camping Center in Thurmont MD, and made a deal on the exact same model with more options to the tune of around $8K less. I'm glad you like Camping World, personally I'll never contact nor set foot in another for any reason.

Ella / Stacey......No need for the CW-CS canned response, its water long over the dam.

[Terryallan]

drsteve wrote:

Terryallan wrote:

wa8yxm wrote:
There are basically 3 issues with Camping world possibly 4

1: They are a large company. Stores all over and some are better than others. Folks who are UNHAPPY are often louder than the happy ones.

2: They hire a lot of "Wet behind the ears" technicians (New kids just out of technician school) who really have little experience.

3 and this is a big one: They sell stuff they DO NOT MAKE. and get blamed for mistakes the MAKER made.

And as with many big companies. Customer service could be better.

I have only two and a half complaints. all very minor
The first and the half. I had 'em do an oil change. Specified the type of oil (Synth) I wanted used they used regular. the half 99 dollars for an oil chang that .. Well at the Workhorse Authorized place that did the NEXT oil change I got change back from 70 bucks.

Second: when they installed my Inverter. somehow both Front and Rear A/C got put on the same leg of my 50 amp serivce. NOTE: May have been that way from factory.

you forgot. Well over priced, and do not stand behind what they sell. Do other dealers stand behind what they sell? Yes they do.

They do?

Well the dealers I chose did, and do. Bumgarner Camping Center in Hudson NC. treated me VERY well AFTER the sale. could not do enough to make me happy. As di tom Johnson Marion NC, BEFORE CW bought them out. Won't buy there now, as CW has ruined the dealership. Even the people that work there will tell you that. and Bob Ledfords RV Adventure in Greer SC. had me make a list of the little things I wanted done. I dropped it off at the end of camping season, and in a couple weeks. Went to get it. not only had the completely fixed every thing on my list, Right down to the loose threads on a cushion. but they also replaced the slide seal, that I didn't know had a problem. So yes. Other dealers stand behind what they sell.

[drsteve]

Terryallan wrote:

wa8yxm wrote:
There are basically 3 issues with Camping world possibly 4

1: They are a large company. Stores all over and some are better than others. Folks who are UNHAPPY are often louder than the happy ones.

2: They hire a lot of "Wet behind the ears" technicians (New kids just out of technician school) who really have little experience.

3 and this is a big one: They sell stuff they DO NOT MAKE. and get blamed for mistakes the MAKER made.

And as with many big companies. Customer service could be better.

I have only two and a half complaints. all very minor
The first and the half. I had 'em do an oil change. Specified the type of oil (Synth) I wanted used they used regular. the half 99 dollars for an oil chang that .. Well at the Workhorse Authorized place that did the NEXT oil change I got change back from 70 bucks.

Second: when they installed my Inverter. somehow both Front and Rear A/C got put on the same leg of my 50 amp serivce. NOTE: May have been that way from factory.

you forgot. Well over priced, and do not stand behind what they sell. Do other dealers stand behind what they sell? Yes they do.

They do?

[amxpress]

Camping World was so ambitious to buy as many independent RV dealers as possible, they failed to establish a unified training program for their sales force and fixed operations at the dealers. They instead concentrated on getting the numbers out the door, regardless of how the consumer is treated. Poorly trained employees & managers result in lousy customer service. I’ve seen this in EVERY Camping World I’ve been to. I buy most of my RV needs on Amazon, online, or at a local RV dealer.

[azdryheat]

I've been a critic of Marcus but must say that the buying experience for my Voltage was a positive one; we got the deal we wanted. It was the after-sale experience I found lacking.

[Kansas_Climber]

Most people who reply to blind surveys like this have an ax to grind. People who are satisfied don't have the time.

Try the same survey for any other company that's in the RV business and my bet is its worse. Give Camping World some credit, they do a great service for the RV'r. Unlike many other companies (General just to name one) Camping World will work on your RV even if you didn't buy it from them. Not everyone does that.

No idea who the RV Travel Survey people are either. Never heard of them. My bet is they tried to sell their company and Camping World said no.

I will say that I have seen the star ratings for Camping World Dealerships continue to rise. I have been a very satisfied customer for many years and will continue to be.

[Terryallan]

wa8yxm wrote:
There are basically 3 issues with Camping world possibly 4

1: They are a large company. Stores all over and some are better than others. Folks who are UNHAPPY are often louder than the happy ones.

2: They hire a lot of "Wet behind the ears" technicians (New kids just out of technician school) who really have little experience.

3 and this is a big one: They sell stuff they DO NOT MAKE. and get blamed for mistakes the MAKER made.

And as with many big companies. Customer service could be better.

I have only two and a half complaints. all very minor
The first and the half. I had 'em do an oil change. Specified the type of oil (Synth) I wanted used they used regular. the half 99 dollars for an oil chang that .. Well at the Workhorse Authorized place that did the NEXT oil change I got change back from 70 bucks.

Second: when they installed my Inverter. somehow both Front and Rear A/C got put on the same leg of my 50 amp serivce. NOTE: May have been that way from factory.

you forgot. Well over priced, and do not stand behind what they sell. Do other dealers stand behind what they sell? Yes they do.

[wa8yxm]

There are basically 3 issues with Camping world possibly 4

1: They are a large company. Stores all over and some are better than others. Folks who are UNHAPPY are often louder than the happy ones.

2: They hire a lot of "Wet behind the ears" technicians (New kids just out of technician school) who really have little experience.

3 and this is a big one: They sell stuff they DO NOT MAKE. and get blamed for mistakes the MAKER made.

And as with many big companies. Customer service could be better.

I have only two and a half complaints. all very minor
The first and the half. I had 'em do an oil change. Specified the type of oil (Synth) I wanted used they used regular. the half 99 dollars for an oil chang that .. Well at the Workhorse Authorized place that did the NEXT oil change I got change back from 70 bucks.

Second: when they installed my Inverter. somehow both Front and Rear A/C got put on the same leg of my 50 amp serivce. NOTE: May have been that way from factory.

[gbopp]

Thanks but, I don't have to read the survey. I've been reading the forum for several years.