Warranty work

**Dave&Ginny** · 03-01-2013, 06:12 PM

Over the years I've had several new vehicles for both my company as well
as for personal use. Yet whenever I have problems I take them to the
dealerships to be fixed. If the dealership refuses to fix the problem, I
then contact the company so they can direct me to the dealership that
will. If a problem is due to bad quality control or bad workmanship,
it's between the dealer and the manufacture to work out. If the dealer
doesn't cooperate, they don't get my business the next time I buy. This
is simple business.

The dealership is the key or the link
between the buyer and the factory. Unfortunately many times the dealer
feels beat up over the price that we demand for the RVs and therefore
they aren't in a hurry to service us when we do have problems. After
all, who wants to help someone that calls them names or is rude. As I
told my dealer "I want you to turn a profit off me so you can stay in
business but I don't want to fund your kids college education".

RV
owners need to count on their dealer to fix the windows, loose trim,
rattling fireplaces or the DVD player. As one dealer told me "I always
remember who's nice or respectful" Remember the warranty NEVER covers
unusual wear. However a dealer can go to bat for a customer and see if
they can get something covered simply because of the volume of business
they do with the factory. If an owner has the ONLY broken window out of
2000 trailer, that's unusual wear unless you can prove no fault of your
own. The dealership can help here.

MOST of the complaints I've
read on this forum should have been covered by the dealerships. I guess
if the buyers didn't try to screw over the dealers so much or if the
buyers learned to be polite, more things would get fixed. When I read
about 3 or 4 people out of 2000 not getting any help, you just gotta
wonder why. The old saying "the squeaky wheel gets the grease" isn't
always true. A business owner will usually "Fire" (ignore) a bad
customer. Hopefully they won't return.

As for the quality of
Redwood....I just got back from a 4000 mile business trip with my
Redwood. While on this trip I was stopped by many people while pumping
fuel or a rest areas, all complementing me on my trailer. Contrary to
what some my believe or want you to believe it didn't fall apart and
pulled perfectly. So far this trailer has been pulled over 12,000 miles
over bumpy roads without a problem....not too bad.

</span>

Campers · 03-01-2013, 06:42 PM

Well said Dave. Thanks

Oriana · 03-01-2013, 07:14 PM

Dave - well said, I agree. If the dealer doesn't make a profit on the sale they may not be there to assist with warranty issues.

Buck · 03-01-2013, 07:35 PM

Could not have said it better myself,Have had my RL for a year and a half and have had a few minor things go wrong,all resolved with great customer service at Redwood. Liked the rv so much I just ordered a 38 GK. Great people great rv.

jlandon13399 · 03-01-2013, 08:16 PM

Dave,

Let me put my 2 cents in also. I agree the dealers are in business to make a profit. It is up to us as consumers to negotiate for the deal we think is best. That "best" deal will differ with different consumers. We all vote with our dollars. Now comes the hard part. If you go into the dealer for service with a bad attitude the dealer will accomodate you butwill get you out of their shop ASAP. Those that go in with a better attitude will probably get service that goes beyond expectations. That is what I have done with Lazy Days in Tucson and have always been treated with respect and had my issues resolved.

spindrift · 03-01-2013, 11:14 PM

Quote:

Originally Posted by Dave&Ginny

Unfortunately many times the dealer
feels beat up over the price that we demand for the RVs and therefore
they aren't in a hurry to service us when we do have problems. After
all, who wants to help someone that calls them names or is rude.

I'm not sure I understand what these two things have to do with one another. Maybe it's not what the OP intended by the way he tied the two sentences together. If I sell a product to someone, it's my responsibility to service that product regardless of my profit marginon the original sale. Dealers wear big boy pants. Their margins will always differ from one sale to another. The idea that they would refuse service to a customer because that customer negotiated a great deal only proves the unprofessionalism of that dealership. On the other hand, a customer who expects good service by ranting and raving, acting unprofessional, won't get too far when service is needed. </span>

**piper guy** · 03-02-2013, 12:20 PM

OK, gotta throw my .$02 in . I spent almost 20 years in the Car business working for dealerships. Mostly as a Service Manager but was also a General Manager of a Honda / Porsche store for almost 2 years (weird pairing I know, but it worked). If I had a customer come in with an "attitude" about a vehicle, yes I would take care of it and help them, but I wouldn't go beyond what was needed. Conversely, if I had a customer with a problem later on in vehicle ownership where the unit was technically out of warranty, I had a lot of "leeway" as the Service Manager to approve a partial or complete repair under a goodwill issue. This is/was totally discretionary on my part and a lot of what would go into my decision was the Service History file. In the Service dept, I rarely knew whether the customer paid a fair price or beat us up. What I can tell you is that invariably the customer that beat us up for price was also the one that only came in for no charge warranty work.

I'm one of the ones that knows that a dealer has to make a fair profit to stay in business. In most of the car dealers, they make more on financing and the extended warranties than on the vehicles. Just a fact and the nature of the business. When I bought my truck, I know for a fact that the deal was a "nothing" deal just to get another unit out and make a sales quota (always buy the last 2 days of the month). I let them make some money on the financing and a service agreement. I also always have my vehicles serviced at the dealers Service Dept for all maintenace for the reason I mentioned above about loyalty. My previous 2006 GMC truck had a transmission go at 60k miles. I had it towed to the dealer and then called the Service Manager and discussed options ~ he came back with them paying for all parts if I would do the labor. I got a factory reman trans with a 2 year warranty for $450.00. He didn't have to do that, it was based on the history of a good customer.

I would also be the first one to go to the factory with a customer's problem if needed. But again, human nature being what it is, you can get a lot further with the right attitude. Having said that, if your attitude has been good and you're not getting anywhere with legitimate problems, the it's time to work your way up the ladder quickly.

Sorry for the long winded post, just needed to mention it.

lillyputz · 03-02-2013, 09:38 PM

[QUOTE=spindrift]

Quote:

Originally Posted by Dave&Ginny

Unfortunately many times the dealer
feels beat up over the price that we demand for the RVs and therefore
they aren't in a hurry to service us when we do have problems.Â* After
all, who wants to help someone that calls them names or is rude.

Â*

I'm not sure I understand what these two things have to do with one another. Â*Maybe it's not what the OP intended by the way he tied the two sentences together. Â*If I sell a product to someone, it's my responsibility to service that product regardless of my profit marginÂ*<span style="line-height: 1.4;">on the original sale. Â*Dealers wear big boy pants. Â*Their margins will always differ from one sale to another. Â*The idea that they would refuse service to a customer because that customer negotiated a great deal only proves the unprofessionalism of that dealership. Â*On the other hand, a customer who expects good service by ranting and raving, acting unprofessional, won't get too far when service is needed. Â*</span>[/QUOT

The price you paid for your rv, has nothing to do with what type of warrenty service you will recive. The factory pays the dealer to perform the repairs needed at factory rates. They are not done at a cost to the dealer, unless the dealer did not do it right the first time.
If the price factor was true. Some should get free replacement for life.

lillyputz