First experience at PI Service Center

Jim & Bona · 04-15-2009, 08:22 AM

Back in late February I called Jack to ask about some worn fabric and an area of the floor which, to me at least, seemed to be excessively squeaky. I mentioned that we could stop by at PI on our return to MI in early April. Jack obligingly offered to squeeze me in (my term) for those two items even though he was already booked for the enitre month of April.

Since we're coming up on the end of our warranty we soon identifed 11 additional items, minor in nature, for fix at PI. Thus, two weeks later Jack's list had grown from 2 to 13 items.

Jack politely replied that all item would be addressed although I might need to be patient.

By the time we arrived at SC last week I had further damaged the entry steps to the point of replacement and had developed another serious concern (real or not).

Our experience at the Service Center was excellent, in spite of my ever growing list. All items and questions were resolved to my satisfaction. In fact, our Service Tech, Ted, took care of a couple of things I hadn't even seen.

The exit walk-through of our coach upon completion of service was very thorough and included helpful advice on routine maintenance. Donna went out of her way to help us. And the Service Center facility - including the shop, the store, and the customer lounge - is neat, clean, and well equipped.

We had the privilege to meet Mr. Vaughn Peterson and engage in a private conversation during a factory tour. There's no question that the outstanding service we received from Jack and his Team (capital T) begins with Mr. Peterson's leadership of the company and reflects his vision of what World Class really means. Our expectations were met and exceeded.

To Prospective Excel Buyers: Outstanding Customer Service was on our list of Must Haves when we were shopping for our fifth wheel trailer. As I said before: Our expectations were met and exceeded.

Thank You Mr. Peterson, Bryan, Jack, Donna, and Ted!

P.S.: Around half the items on our list were either questions or "Product Improvements", not problems. The Excel is a high quality top-line coach supported by a World Class Team.

ChiefJohn · 04-15-2009, 12:16 PM

Jim & Bona,

Your experience at Smith Center is the norm, rather than the exception. I have never dealt with a company as customer oriented as Peterson Ind. We'll definitely be buying another Excel when we upgrade in a couple of years.

Bruce and Jenna · 04-15-2009, 11:40 PM

Yeah, they real good at SC. And that town. It's a beauty, with friendly people all about.

True story. I visited the SC barber during our day there. DW stopped by. Later discovered she had left her hat there. Next day I called the barber and confirmed hat location. When I showed up, Mr. Barber apologized that he didn't find us the day prior to return it. After closing, he took DW's hat to the PI service center, but missed us. I told him to do better next time. Ha ha!

Nice place, even with the numerous tornados.

Jim & Bona · 04-16-2009, 05:22 AM

Quote:

Originally Posted by Bruce and Jenna

Yeah, they real good at SC. And that town. It's a beauty, with friendly people all about.

-----

Nice place, even with the numerous tornados.

Oh boy, the citizens of Smith Center. Bruce, it's real hometown USA. We walked into the Second Cup Cafe and were greeted by everyone in the place like long lost cousins, even though we'd never seen one person ever before. Whatta place! Too bad we can't carry that virus with us and infect more folks as we travel the highways and byways. Guess we can at least try.

Also met several wonderful Excel owners at PI. Ever wonder why so many RVers are so nice and Excel owners seem to be the best of the lot? Any ideas Tom?

rockintom · 04-17-2009, 05:07 AM

I third all these comments. We ran across the same thing. That Second Cup is a great spot for good chow and oh yeah, some good small town juicy gossip!!! Tornados are just something for excitement in SC! These folks are "where the rubber meet the road" Remember that one?

LarryGodby · 04-17-2009, 10:08 AM

I don't know if anyone remembers last reunion but I think it was on Wednesday night the clouds looked like they may spin off a tornado. That was our Hawaiian night, we left the trailer in 5 inches of water over near Lake Excel.

rockintom · 04-17-2009, 10:38 AM

Quote:

Originally Posted by LarryGodby

I don't know if anyone remembers last reunion but I think it was on Wednesday night the clouds looked like they may spin off a tornado. That was our Hawaiian night, we left the trailer in 5 inches of water over near Lake Excel.

Oh do I remember! You guys (CO club) were parked with the NM club in Lake Excel. I had to go over to our friend's coach (Carl and Gerry H.) to have some stiches remove from my back. Gerry used to be an E.R. nurse. And the water was up "purt near" to my knees. The local farmers helped a few folks get their rigs out with tractors when leaving! What fun.......oh, are we "OFF TOPIC"?

LarryGodby · 04-17-2009, 10:18 PM

We had to get Curtis to tow us out when we left. The truck I slammed in 4x4 but he pop the trailer out.

Still Working "NOT" · 04-18-2009, 03:12 PM

I'll agree with everything said about Smith Center. Worked there in 1980. Some of the friendliest folks I know. We have enjoyed every trip there. As for the last Family Reunion, while us Kansas folks didn't have Lake Excel, we were down stream and had Excel River just in front of us. I even got checked out by the Iowa Game Warden just to make sure I had a fishing license. Only thing I caught was the baby gator that showed up at the grandstand on the last night. Dang thing walked on the track in front of Byran.