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et2's avatar
et2
Explorer
Jun 13, 2018

General RV Wixom, mi

What ever happened to your customer service? Appreciation to those who've supported you over the years. You've grown tremendously over the last 10 years. Buildt a brand new building with added service bays. Your salespeople brag about how the last two years have been banner ones. You can't keep inventory on the lots.

But your loyalty isn't there anymore. You don't care about your prior customers anymore. Just the new stuff flying off the lot. It all get's preference over service work requests. For one day I tried to get in touch with your service dept. Your receptionist put me through. Nobody ever picked up, just went into a voice mail. Nobody called back to help. I tried again the next day. Someone finally answered. She took all my info, finally I thought we'd get this taken care of before my extended service contract runs out soon. You know, that one you told me was so valuable. Well too good to be true. Your young lady told me a service writer would be calling me soon to setup as they're real busy. That was 2 days ago.

Well, never mind. I just went on Amazon and purchased all the parts that might fix my problem. I'll do it myself. No thanks to you. I will be certain if I ever consider buying another motorhome, it won't be from you. Even though I realize all dealers are the same.

Just curious what your going to do when the next down turn in the economy happens and sales drop. You have a lot of bays to fill, and a lot of customers have left you behind.

Good by General RV. I felt like a cheap date.
Seeking Advice
  • theoldwizard1's avatar
    theoldwizard1
    Explorer II
    Jun 13, 2018
    My daughter got a very good deal on a TT there a couple of years ago. The water heater has never worked consistently since they bought it and trying to get service during the summer months is an absolute joke !

    Almost no place else to buy new or get service in SE MI !
  • Ralph_Cramden's avatar
    Ralph_Cramden
    Explorer II
    Jun 13, 2018
    theoldwizard1 wrote:
    My daughter got a very good deal on a TT there a couple of years ago. The water heater has never worked consistently since they bought it and trying to get service during the summer months is an absolute joke !

    Almost no place else to buy new or get service in SE MI !


    ?????? A quick search of a 120 mile radius of Detroit locates at least 30 different RV dealers, most are apparently one location mom and pop type operations?
  • nickthehunter's avatar
    nickthehunter
    Nomad II
    Jun 13, 2018
    They must have plenty of work just fixing the junk they sell, because they won't even work on the junk they didn't sell; and their labor rate is $200 per hour.
  • stripit's avatar
    stripit
    Explorer
    Jun 13, 2018
    I just purchased a used 2018 motorhome from the Mt. Clemens location. I tried to contact the service manager with a issue that the tech that did the PDI missed and wanted them to know. Had to leave a message for them to call back, that was 8 days ago. I fixed the issue and will continue to fix things myself without their help. Yes they were very busy, I was told one weekend they sold 30 units from the Mt. Clemens store.
  • wa8yxm's avatar
    wa8yxm
    Explorer III
    Jun 13, 2018
    theoldwizard1 wrote:
    My daughter got a very good deal on a TT there a couple of years ago. The water heater has never worked consistently since they bought it and trying to get service during the summer months is an absolute joke !

    Almost no place else to buy new or get service in SE MI !


    Several smaller dealers in MI do a good job on service
    I hesitate to suggest American RV in Burton Mi but that's where I take my Class A for "Shop" type service'
    "
    (From Wixom go north on US-23 to I-69 East to Belsay RD North. As soon as you cross the railroad tracks it is the first driveway on the left)

    They do a good job for me.. When I'm here at Outdoor Adventure.. if she has the time Rachal Nordstrom (Nordstrom's RV Flint) is my Mobile tech.. I do much of the work myself but some things I just do not want to do.

    On your water heater.. When mine wasw new it occasionally took 2 or 3 times to get it to light on gas. Turned out to be the control board.
  • Jayco-noslide's avatar
    Jayco-noslide
    Explorer
    Jun 13, 2018
    Are you talking about a specific place or all RV dealers, repair shops or what? If you're applying it in general then your statements are far too overreaching. I've found a number of good places to work on cars, motorhomes, etc. where I get good service at a fair price. Also found some I won't go back to.
  • Jayco-noslide's avatar
    Jayco-noslide
    Explorer
    Jun 13, 2018
    To me "loyalty" isn't the issue. It's, do they listen to me, do good work, and deliver as promised for a reasonable price.
  • WTP-GC's avatar
    WTP-GC
    Explorer
    Jun 13, 2018
    When complaining about service work being done at dealerships, make sure that you understand the backlog they do or don't have. Its not reasonable to complain that your rig didn't get fixed in 2-3 days when their lot is slammed full of other customers rigs too.

    FWIW, our most local General RV center has a good track record of 1-2 day turnarounds on most units.
  • et2's avatar
    et2
    Explorer
    Jun 13, 2018
    Jayco-noslide wrote:
    Are you talking about a specific place or all RV dealers, repair shops or what? If you're applying it in general then your statements are far too overreaching. I've found a number of good places to work on cars, motorhomes, etc. where I get good service at a fair price. Also found some I won't go back to.


    If your talking to me, my header and post should answer your question.
  • et2's avatar
    et2
    Explorer
    Jun 13, 2018
    WTP-GC wrote:
    When complaining about service work being done at dealerships, make sure that you understand the backlog they do or don't have. Its not reasonable to complain that your rig didn't get fixed in 2-3 days when their lot is slammed full of other customers rigs too.

    FWIW, our most local General RV center has a good track record of 1-2 day turnarounds on most units.



    Nobody mentioned asking for 2-3 days service turnaround. My post was about the shell game they're playing just trying to get in for a service appointment. No need for 3 layers of people to get to a service appointment.

    The back log they do or don't have is created by them and is their problem. After sale service is a critical element "of the sale". As a matter of fact they brag about their all new service center and numerous bays to get you in and out quickly. They're filled with new rigs arriving being prepped and sold. But when you try to utilize their service department it's a **** shoot. It's out right lying. If people knew what problems were waiting for them after the sale it might make them think twice.

    My experience particularly with General RV in Wixom Mi., your "appointment" for service ( if you're lucky to get one) means drop it off. If you're lucky they'll look at the problem for diagnoses with 7-10 days. Then needing to order the parts as they usually never have them. It's all down hill from there. I've had numerous times had it turn into a month or more game. They never call back as to status, and you can't easily get to talk to anyone. I've had to drive back there and walk in to get answers.

    I know many people in my area who have the same problem with them. They're despised by many of their customers by the after the sale service they don't provide.

    Buyers beware!

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