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Old 08-23-2019, 10:50 AM   #1
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Kudos to LaMesa with support from AGWS (American Guardian Warranty Service)

While in Branson, Mo. in early July on an extended RV trip in our Tiffin Allegro Bus, our induction cooktop failed. After inspection, we discovered that both A/C breakers had popped and then after resetting the breakers and referencing the manuals we exhausted all efforts to bring the cooktop back to life. At that time, we contacted Tiffin for technical support. Tiffin informed us that the cooktop was not serviceable and that in the next model year they moved away from that model (240-volt) to a 120-volt model do to some issues with the 240 volt configuration.
During that conversation, Tiffin informed us that they recommended that the replacement be installed at the factory (Red Bay) as the replacement cooktop required modifications and reconstruction of the solid surface counter enclosure for the new cooktop. Tiffin also told us that, because of the issues with the original cooktop, they would help with reasonable pricing.
Since we were already in Branson (Mo.) and were on a return route to Florida, we decided to take our Bus to Red Bay (Al.) for Tiffin repairs. At that time we contacted USA Travel Care (AGWS) and told them of our dilemma. USA Travel Care told us that we could go to any repair facility and that they had done business with Tiffin in the past. As such, we departed Branson and traveled to Red Bay.
Once at Red Bay, we checked into Tiffin (Tiffin has a process for registering and requesting service). Following the Tiffin protocol, we called USA Travel Care to open a claim. However, to our surprise USA Travel Care informed us that we (the policy holder) were not allowed to open and or initiate a repair request. USA Travel Care informed us that only the repair technician could initiate authorization and a repair request. We suggested to Judy that we could (and should) be allowed to initiate the repair request and then a Tiffin repair technician would talk to USA Travel Care to explain the issue and then we could follow up with any approvals. The USA Travel Care requirement is for a ticket to be opened PRIOR to any work approval, which is the process we were following. Tiffin does not allow their technicians to do these administrative functions, rather they expected us, the customer to handle that. Tiffin was agreeable to the technician discussing the problem and the recommended solution with USA Travel Care, then allowing the customer (us) to handle any follow up including any authorizations, documentations or subsequent reimbursement. We were ok with that, however this was unacceptable to USA Travel Care.
While not all Tiffin owners will require or need to have any work performed at Tiffin, our experience indicates that many will, especially those with higher end and or newer coaches. After our return to our home base in Florida, a couple of weeks later, we contacted LaMesa and were eventually directed to Leslie Wynne at LaMesa who championed this cause, took the torch and after many days of her time was able to convince AGWS to not only cover what Tiffin had charged by probably more importantly to get AGWS to change their policy, for Tiffin only, to allow customers to initiate the claim process when they are at the Red Bay Tiffin facility for repairs.
This is a big time ‘atta-girl’ for Leslie for going above and beyond to provide something that is truly rare today, --- GREAT CUSTOMER SERVICE!
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Old 08-23-2019, 11:19 AM   #2
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So down the road in future if the repair shop your at doesn't allow their techs to engage with third party underwriters you'll need to find another "Leslie" to pick up the ball. Is that correct ?
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Old 08-24-2019, 07:11 AM   #3
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Originally Posted by skypilot_1 View Post
So down the road in future if the repair shop your at doesn't allow their techs to engage with third party underwriters you'll need to find another "Leslie" to pick up the ball. Is that correct ?
Correct... However, I have never had that issue before as all the repair shops I previously have dealt with comply with AGWS requirements which are about the same as all the other extended warranty companies. However, I only have and use this extended warranty policy for catastrophic events such as what happened or engine, transmission or other failures --- aside from that, it is not worth the trouble for a few hundred dollars.
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