Is it me, or What??

[TG1956]

Does everyone with a PU have to nearly wrestle their local dealer to the ground to get any service? I am so tired of calling my dealer for a part and be told they "will get back with me", only to never hear from them again! ARGH!! I called last July about buying brakes for my Viking and never heard from them again. Now, I just called for a replacement exterior light. I know they will NEVER call me back. When I call the factory, I'm told I have to work with the local dealer.

I know that if I opened a dealership and offered even casually good service, I could wipe all of these guys off the map!!

Sorry for venting and I know this doesn't have to do with just Viking dealers. I think the problem is that the RV dealers are so caught up with the big ticket RV's, they couldn't care less about PU's. So, they don't push them. In the meantime, their attitudes drive potential buyers away, thus fulfilling their expectation.

I think the answer is a PU superstore where ALL the manufacturers are represented. That might seem like a bad idea on the face, but consider it a food court for PU's. I think it would draw a bigger customer base and be better for everyone - manufacturer and customer alike.

Well, at least I've vented, but I still don't have my light (or brakes!).

[B-flat]

No, it is not just you! Yours is a common complaint among many. If you can think of a tactful way to tell your dealer that you might want to move up some day but that you would want to do business with someone that services what they sell......maybe someone would listen. We do have a couple of good dealers in this area that really do service what they sell.. They bend over backwards:  Hawley's and Sandhill RV, both have locations in Raleigh area and one has Sanford and Fayetteville.

[woodthumb]

Same here........  I did have my a/c repaired by my local dealer last year, but other than that, they will often not even return my calls.  I have ordered parts from two out of town dealers on two different occasions.  Attitude means so much to me, and I just refuse to patronize businesses with a bad one. Happy campin....

[Tim5055]

Well, I hate to be the different on here, but I usually get great service from our dealer.  While I can't say then never get busy and drop the ball - generally they keep up with things, return calls and are good about keeping parts in stock or ordering them quickly when needed.  Some examples

• When we purchased the Santa Fe, we also needed hitch work done.  They scheduled us for the delivery and hitch work on a Saturday morning.  They figured a couple of hours for both the paperwork/delivery and the hitch work.  THe mechanics were waiting when we got there and had the hitch work done well before the walk through was complete.
• When I noticed problems starting to develop with my roof, I called and spoke with the service dept.  While they asked me to bring it by to take a look, I reminded them that I live over an hours drive away.  They said don't worry about it and ordered a roof.  When the roof was in I dropped it off around 10a and the unit was returned to me early that afternoon.
• The A/C shroud began to crack (before I installed the popupgizmo brace).  Again I called them and they gave me the choice, bring the pop up by and they would install a new on or they would just give em a new one in the box the next time I was around.  When I stopped by, there  it was with my name on it.

All of this goes back to what everyone told me early on.  The dealer can make or break your enjoyment of a pop up.

[tlhdoc]

I also have a good service department.  A few times I wasn't happy with them, but when I have needed to have work done at the last minute they have always worked me in.  I live about 40 minutes from my dealer, Rhone's Travel Trailers in Cogan Station PA, and they have made time for me when I needed it.  I try to return the favor and drop of the PU when I don't need it right away, for example when I get my brakes and bearings serviced before the spring rush.

[MtnCamper]

When I bought mine, they had to wire and install the hitch, they told me it would be nice if I could bring my truck in at 8am, then they could work on it whenever and we could do our walkthru later in the day. I told them, this was my only vehicle, So what did they do? Gave me the keys to their new van. here drive this and then come back later.... Guess where I will buy my next camper?

[AustinBoston]

It's been said many times that the quality of the dealer is as important or even more important than the brand or model of pop-up you buy.  Clearly the wide range of service, from the don't-call-us-we'll-call-you to the bend over backwards to get you on your way illustrates this.

I'll say that we had nothing but great service from Bradford Trailer in Brockton, Mass.  We lost something when we moved away.  I have no experience with their Raynham, Mass. facility, but I believe it holds the same standard.  The only thing I can say negatively is that they were often so busy that it would take 3-4 weeks to get an appointment.

There have been several dealers that we have talked to here in Minnesota while looking for parts.  All of them were very responsive, and two referred me to other dealers when they did not have what I was looking for.

One thing that improves service is to skip the telephone.  If you show up in person, it's harder for them to put you on hold, say "I'll get back to you," or blame it on "Joe's not in today."  I know that can be a pain in the , especially if the dealer is an hour's drive each way, but it has always worked for me.

Austin

[Gone-Camping]

Perhaps it's not an option for you, but I don't bother calling the dealer, I just drive over there. However, the local Trail Cruiser dealer is only 5 mins away, and the local Coleman (Fleetwood) dealer is about 2 mins away!!! Much easier to just go into the store and pick up what I want.

[chasd60]

I usually avoid the dealer for any work unless it is warranty work and a REAL BIG job. As far as your brakes go, the dealer would just buy the parts from Dexter and mark-up the parts or get the parts from Viking with the mark-up already in there. I would go to the Dexter site and find a local Dexter dealer, then deal with him for the parts if you want to do it yourself. I found that I could replace my entire axle with brakes for about $400, and that was for an upgrade to the 3500lb axle.
 
On my Viking I had 2 problems within the warranty period. I dealt directly with Viking and they mailed me the parts and I performed the repairs myself. I replaced the converter and the velcro on the outside door frame. I chose to go this way because I live over an hour from the dealer and I trust my work more than anyone elses. I have built several homes, worked as an auto mechanic and now work in the electronics/electromechanical field.

[B-flat]

chasd, from the sound of things here, we need you to open a pop up repair shop.

[wynot]

The best thing that ever happened to us was the popup going out of warranty so I could fix things right.

Our dealer's service is SOOOO BADDDD that everyone complains - but because he is family, nuthin' is gonna happen.  That has definitely been the consensus for any of us who have less than $500,000 RVs.