DBH

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  1. Service - or Disservice?

    So this begs the question:...... What can we (as consumers) do about the appalling service? Perhaps we could get a register of service centers that are good, bad or just plain terrible? Maybe set-up a grading system where we grade the service we received ? My feeling is.... we have no choice because we allow ourselves to be ripped-off
  2. Service - or Disservice?

    Thanks Bill I will, in future, take it to REV - since, although its a long trip, it will be way less frustrating. I am afraid I don't have pics of the windshield - never thought to take pics and I kinda assumed - if you have an issue with a 4 week old vehicle with an RRP of $770,000 ... the might, just might, fix the problem.... well, this isn't the first time I have been naive ! Such a pity - it such a great coach, wonderfully comfortable and great to drive.... but a third party dealer can cause such frustration that its easy to lose sight of the good things.
  3. Since retiring my wife and I decided we wanted to get out and see some of this amazing country -- so we decided we would consider RV'ing. I joined all the associations, read all about coaches: Manufacturers, Size of coach, Horsepower, equipment, reliability - even which Tow vehicle we would pull...... I did the research! We visited dealers around the country, looked at coaches, test-drove a bunch and settled on a new American Coach - Eagle 45A. Our first venture into 'the freedom-of-the-road'. We paid the money took delivery and really enjoyed the first few weeks..... that was until I encountered the only aspect I hadn't researched..... service (or lack of)! As with all vehicles of this complexity, there were some things that needed attention - many relatively minor and just needed adjusting - a couple very significant and making the Eagle unroadworthy .... specifically loose windshield that could be moved with simply pressure of the thumb and when using the windshield washer - the water came down inside the coach and ran down the back of the TV - due to the fact that the feeder-hoses had not been connected. So, I tried to get the items fixed.... wow, was I in for a surprise! My wife and I live South of Denver in Colorado.... we contacted the authorized service center closest to us.... they said it was a 4 week wait for service... so I booked the coach in... during the wait period they called me and said their bays were not big enough for a 45 ft ! I then spent 3 looking for alternative service centers... after communications with American Coach we were left with Lazydays in Loveland, CO.... They quoted SIX weeks before they could book it in - no choice, right - so book it in I did. I gave the rep on the phone a list of the work required, she told me it would take three weeks to do the work.... three weeks! But, no choice, right? When the appointed day arrived, i delivered the coach to Lazydays and went through the list of work with the service rep that booked in the coach. I confirmed I would pick it up in 3 weeks - all was set, all was agreed, all was good..... not! After three weeks I contacted Lazydays to find out they had not, in their words, "completed as much of the work as they would have liked"..... Actually - to be accurate - they had completed exactly NONE of the work! Not one item - Nothing! They invited me to take the coach, and book it back in when the parts arrived from American Coach.... They could not, or would not, give me a date when that might be. I explained that with a loose windshield and no ability to clean the windshield while driving, I didn't think the coach was roadworthy - they agreed but followed up with "nothing we can do, the manufacturer hasn't approved the warranty work and we don't have the parts!" So, a little frustrated with American Coach for being so unresponsive - I called A/C customer service..... Lazydays had not even contacted the manufacturer! The rep from A/C said she would call Lazydays to see if she could help... she did, they said they could get the windshield and washer fixed.... but it would take another week, seriously? So, the point of this post? Is this normal for this industry? Do you/we really put up with being lied to and intentionally mislead? Dont the manufacturers realize that their authorized repair centers reflect badly on them? If I were asked by a friend if they should buy a motorhome, I would say "NO - not unless you want to be frustrated, lied to and wonder why you paid so much money for a vehicle you cant enjoy due to the appalling service provided!"
  4. Since retiring my wife and I decided we wanted to get out and see some of this amazing country -- so we decided we would consider RV'ing. I joined all the associations, read all about coaches: Manufacturers, Size of coach, Horsepower, equipment, reliability - even which Tow vehicle we would pull...... I did the research! We visited dealers around the country, looked at coaches, test-drove a bunch and settled on a new American Coach - Eagle 45A. Our first venture into 'the freedom-of-the-road'. We paid the money took delivery and really enjoyed the first few weeks..... that was until I encountered the only aspect I hadn't researched..... service (or lack of)! As with all vehicles of this complexity, there were some things that needed attention - many relatively minor and just needed adjusting - a couple very significant and making the Eagle unroadworthy .... specifically loose windshield that could be moved with simply pressure of the thumb and when using the windshield washer - the water came down inside the coach and ran down the back of the TV - due to the fact that the feeder-hoses had not been connected. So, I tried to get the items fixed.... wow, was I in for a surprise! My wife and I live South of Denver in Colorado.... we contacted the authorized service center closest to us.... they said it was a 4 week wait for service... so I booked the coach in... during the wait period they called me and said their bays were not big enough for a 45 ft ! I then spent 3 looking for alternative service centers... after communications with American Coach we were left with Lazydays in Loveland, CO.... They quoted SIX weeks before they could book it in - no choice, right - so book it in I did. I gave the rep on the phone a list of the work required, she told me it would take three weeks to do the work.... three weeks! But, no choice, right? When the appointed day arrived, i delivered the coach to Lazydays and went through the list of work with the service rep that booked in the coach. I confirmed I would pick it up in 3 weeks - all was set, all was agreed, all was good..... not! After three weeks I contacted Lazydays to find out they had not, in their words, "completed as much of the work as they would have liked"..... Actually - to be accurate - they had completed exactly NONE of the work! Not one item - Nothing! They invited me to take the coach, and book it back in when the parts arrived from American Coach.... They could not, or would not, give me a date when that might be. I explained that with a loose windshield and no ability to clean the windshield while driving, I didn't think the coach was roadworthy - they agreed but followed up with "nothing we can do, the manufacturer hasn't approved the warranty work and we don't have the parts!" So, a little frustrated with American Coach for being so unresponsive - I called A/C customer service..... Lazydays had not even contacted the manufacturer! The rep from A/C said she would call Lazydays to see if she could help... she did, they said they could get the windshield and washer fixed.... but it would take another week, seriously? So, the point of this post? Is this normal for this industry? Do you/we really put up with being lied to and intentionally mislead? Dont the manufacturers realize that their authorized repair centers reflect badly on them? If I were asked by a friend if they should buy a motorhome, I would say "NO - not unless you want to be frustrated, lied to and wonder why you paid so much money for a vehicle you cant enjoy due to the appalling service provided!"