Poor service by Monaco !

[The Danes Are Coming]

Our 2007 Diplomat is right now being serviced at Monaco in Oregon, and I just hope that everything will be fixed. We had a substantial list of faulty items when we back in October 2007 visited the Indiana plant, and the list we have now is even longer.

I would however like to tell you about a couple of items that is not being handled to our satisfaction:

1) The window:

In June last year be bought this brand new unit off Lazy Day's in Florida (I will tell you a horror story about them some other time). We bought the PAQ because we like the big glass areas on the curb side slide-out. Unfortunately one of the windows was broken and the glass "milky white"�. Despite staying in the coach on Lazy Day's forecourt for a month, neither Lazy Day's nor Monaco's on-site representative was able to get a replacement window. They said that they would order a new window and when we went to Monaco's in Indiana they would fit a new window. Lazy Day's was only able or willing to fix approximately 10-20% of the faulty items that was pointed out at the time to coach was handed over.

In October we therefore turn up in Indiana where we have repair work done for 8 working days. They didn't fit a new window because no one could find the one that was ordered from Florida and they couldn't produce a replacement window in 2 weeks. Very disappointing as you can imagine. We then agree that they will have one made and that we will call them 2 months later and tell them where to ship the now newly ordered window. We will then fit the window ourselves.

At Christmas we are in Texas and we call Indiana to give them an address. They then inform us that no window has been made and they can't send us anything. We argue about this for a couple of days, and then agree that we will go to Monaco's in Oregon in September. They promise that by then the window will most definitely be there. "Don't worry."�

The coach is right now in Oregon, and we are so much looking forward to get rid of the "milky window"�, but.............. there are no replacement window, and they can't promise that they can get one while the coach is there.

This is just so incompetent that it is hard to find words strong enough to express the feeling.


2) The short-list (which is in fact quite long) of repair work.

Before going to Oregon we were asked to send a list of items that needed repair. This because some of the work might need items ordered or other kind of special arrangements.

On the list are areas where the paintwork needs work done and this requires that an appointment is made with the paint shop. You guest it............no appointment was made and we will most likely not have the paint job done.

We have listed a couple of cabinet doors that has come apart because they were not glued together properly when assembled. Did they order the doors? You guest it again............no.

We are absolutely amazed that Monaco asks for a list in order to be prepared for your repair jobs and then does nothing!

Message to Kay L. Toolson:

You claim to be listening, and if there is any truth in this, I am sure that you read the entry's in is forum. This is after all the easiest place for you to gauge both you costumer's satisfaction and also the best place to spot areas where your product needs improvement. I don't think the above mentioned lives up to the high expectation of support that you tell us we can expect from your company.

What do you think – is this OK?

[The Danes Are Coming]

Our 2007 Diplomat is right now being serviced at Monaco in Oregon, and I just hope that everything will be fixed. We had a substantial list of faulty items when we back in October 2007 visited the Indiana plant, and the list we have now is even longer.

I would however like to tell you about a couple of items that is not being handled to our satisfaction:

1) The window:

In June last year be bought this brand new unit off Lazy Day's in Florida (I will tell you a horror story about them some other time). We bought the PAQ because we like the big glass areas on the curb side slide-out. Unfortunately one of the windows was broken and the glass "milky white"�. Despite staying in the coach on Lazy Day's forecourt for a month, neither Lazy Day's nor Monaco's on-site representative was able to get a replacement window. They said that they would order a new window and when we went to Monaco's in Indiana they would fit a new window. Lazy Day's was only able or willing to fix approximately 10-20% of the faulty items that was pointed out at the time to coach was handed over.

In October we therefore turn up in Indiana where we have repair work done for 8 working days. They didn't fit a new window because no one could find the one that was ordered from Florida and they couldn't produce a replacement window in 2 weeks. Very disappointing as you can imagine. We then agree that they will have one made and that we will call them 2 months later and tell them where to ship the now newly ordered window. We will then fit the window ourselves.

At Christmas we are in Texas and we call Indiana to give them an address. They then inform us that no window has been made and they can't send us anything. We argue about this for a couple of days, and then agree that we will go to Monaco's in Oregon in September. They promise that by then the window will most definitely be there. "Don't worry."�

The coach is right now in Oregon, and we are so much looking forward to get rid of the "milky window"�, but.............. there are no replacement window, and they can't promise that they can get one while the coach is there.

This is just so incompetent that it is hard to find words strong enough to express the feeling.


2) The short-list (which is in fact quite long) of repair work.

Before going to Oregon we were asked to send a list of items that needed repair. This because some of the work might need items ordered or other kind of special arrangements.

On the list are areas where the paintwork needs work done and this requires that an appointment is made with the paint shop. You guest it............no appointment was made and we will most likely not have the paint job done.

We have listed a couple of cabinet doors that has come apart because they were not glued together properly when assembled. Did they order the doors? You guest it again............no.

We are absolutely amazed that Monaco asks for a list in order to be prepared for your repair jobs and then does nothing!

Message to Kay L. Toolson:

You claim to be listening, and if there is any truth in this, I am sure that you read the entry's in is forum. This is after all the easiest place for you to gauge both you costumer's satisfaction and also the best place to spot areas where your product needs improvement. I don't think the above mentioned lives up to the high expectation of support that you tell us we can expect from your company.

What do you think – is this OK?

[Eaglesview]

Your story is not unique. Took factory delivery of a 2005 Dynasty. What a joke. Forget warranty service at any Monaco dealer if you did not buy the coach from them. And satisfaction at the factory is not much better.

Websites such as this are a valuable resource as I now do all my own repair and maintenance, a list of which to date is not trivial in length.

Maybe the Japanese should start building motorhomes for the North American market!

[jacmat]

That is terrible service.

I really don't understand that in 15 months they are unable to get a window. Come on Monaco, wake up.

The rest of your problems shows a real lack of planning and coordination inside the Monaco service department and parts department. Also not booking the paint shop.
Such poor service reminds me of corner garages where an inexperienced mechanic is doing business.

Completely inexcusable.

Your should send an Email to a couple of Monaco's execs and also require a meeting with the service manager in Harrisburg.

[Renegades]

I guess things do go to pot. I'm glad I retired in 2005. Anyway, I was an RV tech for Lazy Days, hey I have to admit to something. I still have a couple of folks who still work there that I'm in contact with and yes it has gone to pot at LD.

Now on your window, this I found out from Monaco parts dept in Oregon. If you have the talent this is what you need to do. There is a part number on each window in a coach but in order to find it you must take the window apart, well sort of.

1st, remove the blinds/curtains, then the valance so that your down to the bare wall and the window frame and all the screws on the inside ring.
2nd, now remove all the screws except one on each side. The ring will be split at either the top or bottom. With someone on the outside to prevent the possible movement of the window, remove the remaining screws. The window should not move at all since there is a sealant tape used to seal the window on the outside.
3rd, with the ring removed and a good flashlight, look on the frame of the window for a number. This will be the part number used by Monaco to the window company. Write that number down.
4th, now do everything in reverse and put it all back together again.

Now you can call the parts dept with your vin and that part number and tell them to order you a window.

I still have to do that for mine, had a bunch of kids pass me on the right going off the highway at an off ramp and threw a beer can at the coach, well it hit the window next to the dining table and broke the outside glass of the dual pane window. When I called Monaco they told me what to do to get the number.

Hope this info helps. Good luck.

Jim

[Ed S]

Not a good story. Sure can understand your complete lack of faith in Monaco.

Regarding your window, my door window (PAQ) had a broken seal and was foggy. Monaco didn't help me much other to tell me who made the windows for them. Took matters into my own hands and call Atwood myself, the best news I had from Atwood is yes than can supply me with the window and better yet the window was still under Atwoods warranty for both the window and labor but I had to call Monaco back give them the information to order for me. Think my window was here within a week.

Ed

[The Danes Are Coming]

Hi guy's

Thing are now all of a sudden making progress. Kay - are you listening after all?

The technician who is looking after our coach have now found and fitted the faulty window. Yesterday the window was nowhere to be found, and now it is there after all.

I have to give the technicians who do the work on the coaches credit. The guy who worked on our coach in Indiana was both skill full and pleasant (unfortunately I can't remember his name - otherwise I would have mentioned it) and it seems that the guy working on our coach in Oregon is equally skill full and pleasant. Our partner at site is reporting that the you can't put a finger on the work carried out in the work shop and everything is done with a smile.

Kay - here is a tip for you, and this is free of charge. It would appear that you need to brush up on your back-up crew. I.e. the service writers and the tech staff that does the planning. Your on-site staff that does the actual work is "right on the money" but the back-up needs urgent education.

We are now half way there. Now go fix the rest and get a satisfied Monaco customer.

I will keep you posted.

[William Willard]

Sweds get better service - Thats the word around the service centers -- Bill Willard

[The Danes Are Coming]

Bill - are you Swedish? I need to know before I start telling my Swedish jokes.

You are my friend and I don't want to be rude to you

[William Willard]

Great Dane -- I`m a Red Neck Texan with no telling how many nationalitys in my bloodline, but I do speak 9 dialects of hillbilly -- Bill Willard

[Camelot Camper]

<BLOCKQUOTE class="ip-ubbcode-quote"><div class="ip-ubbcode-quote-title">quote:</div><div class="ip-ubbcode-quote-content">Originally posted by William Willard:
I`m a Red Neck Texan </div></BLOCKQUOTE>
WW,
Texas wasn't hot enough for you, so you moved to Arizona? Oh, that's right, it's dry heat in Arizona.
CC

[nodine]

And to think, I thought all Hillbillies came from East Tennessee. By the way, a Red Neck and a Hillbilly ain't the same thing!

Bob

<BLOCKQUOTE class="ip-ubbcode-quote"><div class="ip-ubbcode-quote-title">quote:</div><div class="ip-ubbcode-quote-content">Originally posted by William Willard:
Great Dane -- I`m a Red Neck Texan with no telling how many nationalitys in my bloodline, but I do speak 9 dialects of hillbilly -- Bill Willard </div></BLOCKQUOTE>

[AKBrick]

Dane,
I like your style! Give Monoco Heck!

CC
That would be Bill's "dry" humor with a Texas drawl.

Bill,
We'll be down there in Casa Grande in November. See ya soon. Right now we're soaking up the dry "humor" in Pahrump, NV.

Later,

AKBrick

[MtManLee]

I have an o5 HR Vacationer with the same snowy window problem in the master bathroom. They have repeatedly told me from the day I bought it in 2006 that the window cannot be replaced for they do not make them any more. I figured to check out the salvage yards as I traveled around the US.
I was in Ore, Monaco just recently and I am very happy with the work they did. Took longer than I figured it would but that was warrantys fault, took them two days to tell us they would not cover the problem.