Warranty work refused
Life’s little experiences can bring sadness or joy. I had one yesterday that ended on a happy note – at least I hope it did and will be in the future. It’s regarding the warranty service on my new (...
Forum Discussion
Just to set the record straight, I wasn’t asking for, or demanding, warranty service. I called the local dealer and explained my problem to whoever answered the phone in the service department. I wanted it to be known that I didn’t purchase my unit from them – and WHY. In my mind there is no reason I can think of to keep information like that a secret.
I wasn’t asking for any special treatment; just asking for some advice as to how to proceed with a process to determine a solution to the problem of my radio not working properly. The local dealer didn’t offer to try and work me in around his current work load or tell me he was days or weeks out on working me in; he just simply said that we would not work my problem because I didn’t buy the unit from their dealership and I should contact the selling dealership for a resolution.
I could have lived without a working radio for as long as it took the local dealership to work me in, but they were not willing to even discuss that solution. I believe Lance to be a reputable company that supports both its customers and its dealership network based on the majority of positive comments about Lance that I read on this and other websites. I also believe that my local dealership would have been reimbursed for any warranty work performed on my unit at their facility.
After all the discussions on here and other sites about this issue and a ton of anecdotes about how RV and automobile dealerships do, or do not, treat customers, I’m still at a loss to understand how it makes ANY sense at all to turn away business in a manner that is sure to cause a loss of any future business.
I used to run a small (and I do mean small) business catering to a sporting activity for which I sold accessories for the sport. If a customer came to me with an accessory problem, even if they DIDN’T buy it from me, I would do my best to try to help them resolve the issue. If I had to use my materials to fix the issue, then I told them there would be a charge but they could possible get it done free by the dealer they bought it from. I never turned them away and I never charged for advice.
Call me naïve if you must, but I almost always assume that I’ll be treated the same when I seek advice or service from other businesses. And, yes, I DO realize that it ain’t going to happen in some cases. But it does happen often enough for me to continue expecting it in the future. Unfortunately for me, it didn’t happen when I asked my local Lance dealership for service on my warranty issue. I did get it resolved by ultimately working directly with Lance, but it left me very disappointed with the overall attitude of my local dealership. Enough said.
:C
I wasn’t asking for any special treatment; just asking for some advice as to how to proceed with a process to determine a solution to the problem of my radio not working properly. The local dealer didn’t offer to try and work me in around his current work load or tell me he was days or weeks out on working me in; he just simply said that we would not work my problem because I didn’t buy the unit from their dealership and I should contact the selling dealership for a resolution.
I could have lived without a working radio for as long as it took the local dealership to work me in, but they were not willing to even discuss that solution. I believe Lance to be a reputable company that supports both its customers and its dealership network based on the majority of positive comments about Lance that I read on this and other websites. I also believe that my local dealership would have been reimbursed for any warranty work performed on my unit at their facility.
After all the discussions on here and other sites about this issue and a ton of anecdotes about how RV and automobile dealerships do, or do not, treat customers, I’m still at a loss to understand how it makes ANY sense at all to turn away business in a manner that is sure to cause a loss of any future business.
I used to run a small (and I do mean small) business catering to a sporting activity for which I sold accessories for the sport. If a customer came to me with an accessory problem, even if they DIDN’T buy it from me, I would do my best to try to help them resolve the issue. If I had to use my materials to fix the issue, then I told them there would be a charge but they could possible get it done free by the dealer they bought it from. I never turned them away and I never charged for advice.
Call me naïve if you must, but I almost always assume that I’ll be treated the same when I seek advice or service from other businesses. And, yes, I DO realize that it ain’t going to happen in some cases. But it does happen often enough for me to continue expecting it in the future. Unfortunately for me, it didn’t happen when I asked my local Lance dealership for service on my warranty issue. I did get it resolved by ultimately working directly with Lance, but it left me very disappointed with the overall attitude of my local dealership. Enough said.
:C
