Response to Mr. Wilson's Frame Issue

[ExcelRVGuy]

As some of you know, I monitor this forum daily. However, I have a personal policy to not engage in individual customer issues in a public forum. Little, if anything positive can be gained from that, so this will be my ONLY post concerning this issue. However, I cannot sit here morning after morning and read as Mr. Wilson bashes our integrity.

My grandmother died several years ago. I admired her wisdom and she taught me something that seems to hold true as I grow older. "Just because we read it in print, doesn't necessarily make it fact."�

I will not make light that Mr. Wilson's frame issue was serious in nature and has created him and Peterson Industries considerable expense. His frame issue did NOT, however pose a safety risk, nor have the frames of the previous units. Because he says it does on this forum, does not necessarily make it fact.

We asked him to bring it to the factory for repair. As stated in our warranty: "The owner is responsible for expenses incurred in delivery of their unit to and from the authorized dealership or the factory."�

I find it interesting in his bashing us about our lack of "Gold Star"� service, he failed to disclose that Peterson Industries paid over $600 for him and his wife to stay in a Marriott Hotel while the repairs on his three year old + trailer were being made. We did that because we felt a moral obligation to do so and NOT because we had contractual obligation to do so.

As for his call to Dexter Axles, and them stating that their torsion axles provide a smoother ride than their twin-I leaf spring system, I can only say that we have found much less bouncing problems on EXCEL fifth wheels when we install the standard twin-I, leaf spring system. That is why we removed the torsion axles and installed the new twin-I, leaf spring system on his three year old + coach at NO EXPENSE to him. (POST NOTE: Mr. Wilson called this morning from Boise, ID with a bearing failure on his new "Nev-R-Lube"� axle. We have authorized repair at our expense. I'm sure you will soon hear about this problem also on this forum)

As for factory recalls, we base that decision on units that pose safety risks, and/or epidemic problems, of which, it is our decision that Mr. Wilson's problem does not fall into either of these categories. Because a particular customer writes on this forum that we should have a Nation wide recall, doesn't necessarily make it fact. We don't make major decisions like that based on forum opinion polls and/or whether a particular customer is going to bad-mouth us or not.

So, while it is true that Mr. Wilson has a future appointment at Peterson Industries to finish the repair of his frame issue, whether he chooses to continue to bash the integrity of our company or not will have no effect on the fact that we will do the absolute best job we can to repair his coach to as close to "like new"� condition as possible.

We cannot promise that a customer will never have a problem with their coach. After all, if you think about it, RV's are similar to a home in an earthquake zone. Bad things can and do happen to good RV's. We believe that we ARE providing Mr. Wilson "gold star"� service, and will continue to do so regardless of how he tries to portray our company on this, or any other forum.

Respectfully,
Bryan Tillett
President
Peterson Industries, Inc.

[ExcelRVGuy]

As some of you know, I monitor this forum daily. However, I have a personal policy to not engage in individual customer issues in a public forum. Little, if anything positive can be gained from that, so this will be my ONLY post concerning this issue. However, I cannot sit here morning after morning and read as Mr. Wilson bashes our integrity.

My grandmother died several years ago. I admired her wisdom and she taught me something that seems to hold true as I grow older. "Just because we read it in print, doesn't necessarily make it fact."�

I will not make light that Mr. Wilson's frame issue was serious in nature and has created him and Peterson Industries considerable expense. His frame issue did NOT, however pose a safety risk, nor have the frames of the previous units. Because he says it does on this forum, does not necessarily make it fact.

We asked him to bring it to the factory for repair. As stated in our warranty: "The owner is responsible for expenses incurred in delivery of their unit to and from the authorized dealership or the factory."�

I find it interesting in his bashing us about our lack of "Gold Star"� service, he failed to disclose that Peterson Industries paid over $600 for him and his wife to stay in a Marriott Hotel while the repairs on his three year old + trailer were being made. We did that because we felt a moral obligation to do so and NOT because we had contractual obligation to do so.

As for his call to Dexter Axles, and them stating that their torsion axles provide a smoother ride than their twin-I leaf spring system, I can only say that we have found much less bouncing problems on EXCEL fifth wheels when we install the standard twin-I, leaf spring system. That is why we removed the torsion axles and installed the new twin-I, leaf spring system on his three year old + coach at NO EXPENSE to him. (POST NOTE: Mr. Wilson called this morning from Boise, ID with a bearing failure on his new "Nev-R-Lube"� axle. We have authorized repair at our expense. I'm sure you will soon hear about this problem also on this forum)

As for factory recalls, we base that decision on units that pose safety risks, and/or epidemic problems, of which, it is our decision that Mr. Wilson's problem does not fall into either of these categories. Because a particular customer writes on this forum that we should have a Nation wide recall, doesn't necessarily make it fact. We don't make major decisions like that based on forum opinion polls and/or whether a particular customer is going to bad-mouth us or not.

So, while it is true that Mr. Wilson has a future appointment at Peterson Industries to finish the repair of his frame issue, whether he chooses to continue to bash the integrity of our company or not will have no effect on the fact that we will do the absolute best job we can to repair his coach to as close to "like new"� condition as possible.

We cannot promise that a customer will never have a problem with their coach. After all, if you think about it, RV's are similar to a home in an earthquake zone. Bad things can and do happen to good RV's. We believe that we ARE providing Mr. Wilson "gold star"� service, and will continue to do so regardless of how he tries to portray our company on this, or any other forum.

Respectfully,
Bryan Tillett
President
Peterson Industries, Inc.

[maverik/gypsy]

I purchased a preowned 2005 Excel, found it had a related frame/spring suspension flaw. Chief referred me to PI. One phone call triggered three fast responses and a quick "work-in" among an already three month schedluing commitment. After the repairs were done and I prepared to pay, PI said no charge, it was the fulfillment of their gold service policy also to their product even though I was not the original customer who would most likely would have been in warrenty. One can't beat this.

What will be my next fiver---without a doubt an EXCEL (or maybe I'll buy that 40+ before chief gets a hold of it). Then I will elicit the services of the VOLVO brotherhood to place "someone's" Mac inside the 40+ and haul it away. As "smokintom" and "making smoke" declared, maybe this some person will see the light and go VOLVO.

Hey Brian, thanks---I always like to end my comments on a lighter frame of mind. I am confident that you will fix the frame with "Gold Quality Service."

With Kind Regards, Maverik.

[Bob Wilson]

Hi Bryan,

I appreciate you posting Excel's side of the story ... owners and prospective owners benefit from information ... glowing stories of satisfaction (as posted by Maverick), stories of disappointment (mine), and everything in between. Each perspective and experience helps us be better informed consumers.

I'm sorry that you feel I've been bashing Excel ... that isn't my intent ... what good can come from that? I tried to say many good things about Excel. The wonderful responses by tamitchell point out that "In his posts Bob said a lot of positive things about PI, he even stated there were no villains, praised the service center, stated positive experiences out weighted the negative, and other. He didn't have anything bad to say about the repair work, only the visual appearance of the coach."�

It's hard for me to debate the safety issue of frame failure, because unless there is a catastrophic failure, there really is no proof of risk; and acceptable risk is in the eye of the beholder. As discussed elsewhere on this forum, some folks exceed the manufacturers' capacity ratings of their tow vehicles while others step up to MDT or HDT trucks rather than take the risk. I guess I fall into the risk averse category ... I just replaced the stock wheels and tires on my trailer with 17.5s with 6,000lb capacity per tire.

But what I do know for certain is what the Eugene Oregon Excel dealer wrote on my warranty service report: "Rear frame cracking, per factory, weld supports at frame to hopefully support until customer can get back to factory for repairs."� Perhaps I totally misunderstood, but the word ˜hopefully' had me watching my mirrors and holding my breath until I arrived at the factory.

In terms of asking me to bring the trailer to the factory for repair, that's a somewhat incomplete truth. When I called from Florida with concerns and trip plans that would take me through Kansas in ten days, I was told I would have to wait five months for an appointment. When I visited the Excel dealer in Eugene, I was told they could not fix the problem and I could pick up the un-repaired trailer. It was only then, after I begged the dealer to contact PI, that I was asked to return to the factory.

Yes, as I've disclosed, PI covered the cost of the repairs even though the factory warranty had expired; but to imply that this was going above and beyond the call seems a bit disingenuous to me. Jack can confirm that when I arrived I provided him with the policy number for the seven year extended warranty that I had purchased through my Excel dealer; a policy that specifically covers the chassis and frame (plus other components) through June 2011. As far as I know, PI did not try to bill the repairs to the insurance company ... I don't know why. But I had planned ahead ... I was not throwing myself on your mercy.

As for the hotel, I had debated whether to disclose the payment ... I'm glad you did. I hadn't originally for three reasons: 1) no offer was made to cover any expenses of the special trip back to Kansas until near the end of my week-long stay near Smith Center; 2) while I appreciated the gesture, part of me suspected that the late offer to cover part of the cost of the hotel, which was less than one third of my total trip costs, was made more in hopes of influencing what I would say on this forum ... the offer came after I told you I would be posting about my experiences; and 3) I have yet to cash the check ... I can send it back if you'd like ... let me know.

Throughout my posts I've tried to be truthful and balanced ... whether I've succeeded can only be judged by the reader. My agenda is simple and three-fold ... 1) to provide the story of one customer's experiences, to add to the many stories posted here; 2) to perhaps influence PI to take a more proactive role in providing customer service ... five-month lead times for service of critical issues seems too long to me, and choosing to not to notify customers or dealers when a trend of failure emerges can result is avoidable subsequent damage; and 3) to get the word out to other owners of 36RDOs, who perhaps have fewer miles than on my trailer, to be alert for the problem ... the type of notification that I had hoped to receive from PI.

[HB Phil]

I'd like to put the Bob/Excel matter aside for a moment, to say that I really, really like Bryan's hand's on involvement in Excel that I've seen in this and in other matters.

Folks we are not getting a lot of legalize posturing from the staff lawyers, or, hyper polically correct drivel from the marketing department. This is plain talk, straight shooting from the company President.

When I call the company I get real persons, one time even one of the owners who solved my problem. No run around endless transferring of calls.

I like the heavy, solid feel of my Excel. And I like the solid feel of the company and the people in it too.

And no my unit doesn't need service so I'm not kissin up for special favor - not my style at all. I've had an SOB and have experienced the usual BS corporate indifference. I hope Excel never goes down that road....

Back to the dispute: I still think Bob will walk away from this one with a rock solid coach - just about new everything in the chassis, slides totally checked out and squared away like new - maybe even worth more than if he had sold it used at 45,000 - 50,000 miles.

[redwing1]

Thanks Phil,
I concur.