We're Proud So I Thought I'd Share...

[ExcelRVGuy]

As you know, our industry (in fact our entire economy) was hit hard with the recession. More than 20 RV manufacturers have ceased operations over the past two years. 100's of dealers are now gone.

During the heart of the storm, in order to survive Peterson Industries cut our workforce from 156 employees down to 29, including owners. We were aware that we had quality issues. We simply didn't have enough resources to handle everything that was being thrown at us at once. Our #1 focus during those two years was survival!

Without your continued support, we would have been among the above statistics. And we appreciate each and every one of you.

In January 2010 we launched a revised "NEW QUALITY CONTROL INITIATIVE". You can find where I talked about elsewhere in this forum.

We are very proud of the results. Since the statistice are in I thought I would share them with you.

Our warranty for fiscal year 2009 was 5.5%. I realize this is extremely high but keep in mind a few things.

• Sales were terrible that year.
• Dealers were in survival mode also so some of them turned in incredible amounts of warranty that in a normal year, they would just take care of and move on. Many dealers were relying on us as a manufacturer to shore up their bottom lines.
• We were taking care of issues even though they were no longer in warranty in order to do the right thing, as well as preserve customer loyalty.
• And finally, our quality just wasn't where it should be.

Our fiscal year 2010 just ended (September 30). Our warranty for FY 2010 cut from 5.5% in FY09 to only 2.8% FY2010. Keep in mind that after launching our QC initiative in January, the 1st quarter was already over so most of this was driven down in the final 3 quarters of the year.

The trend gets even better, so far for FY2011 our warranty is down to 1.3%!!!

With most companies this info is considered an "internal house-keeping" matter but since we consider you family, I thought you would like to know that we are making great strides.

I am back to enjoying opening my mail again. It's so nice to receive letters from family members who write (and many even call) to let us know how much they are enjoying their new Excel coach.

These have certainly been trying times and I'm proud that we haven't just sat around waiting for things to improve. We have met the challenges head on.... Made tremendous advancements in our Winslow line-up... Improved our Limiteds, created a vast array of new floorplans, and even developed a revolutionary new travel trailer.

We're not finished yet but I wanted to share with you how far we have come. We appreciate your continued support and thank you for your input on this forum.

Bryan Tillett
President

[khoenig]

I want to publicly comment on an aspect of Bryan's posting. We bought our Excel in Dec 09, while we had some issues with some of the components in the unit, never did anyone, dealer, service center or the factory give us a run around on fixing or replacing the items in question. We have one item to fix yet and it is scheduled for our convenience next spring.
We were at the service center last week and we were very impressed with the professionlism our unit received. Jacque did a great job and kept us informed of the progress of repairs.
A company can expound on their quality but if it is just words then it means nothing. I am very happy Excel has the low numbers they have but I am Very Happy they handle any quality issues, that will always arise, in the manner they do.
Thank you Bryan and your whole crew for reenforcing Sarah and I's decision to buy Excel.
Ken Hoenig

[gdbontly]

CONGRATULATIONS, BRYAN!!! Jan & I couldn't be happier with our Excel. We've lived in it full time since taking delivery from RV Sales (Moriarty) on 23 Jun 10. We've had ZERO problems. Keep up the Excel-lent work!

[Chuck 1935]

Congratulations ! It is very encouraging to see a real company leader that is REALLY a leader. You are to be commended and admired !

[TXiceman]

Keep up the good work. Fewer warranty claims mean happier customers.

ken

[chief02]

Thank you Bryan, Your updates and participation here is appriciated. Char and I are enjoying our 2010 RSO that Kathy and Ralph sold us in Moriarity. Two more years and we should be full timing in the beast.

Bill and Char, Farmington, NM

[BDunlap]

Bryan,

Thank you for the report. I think it is great that you are willing to share this type of info with Excel owners. MY 2010 Winslow was probably one of the first to come off your line using your new quality control. I am extremely pleased with my new trailer. I have only had a very few small issues which were easily handled by Jack and Ralph in your service dept. and also the dealer - RV Sales in Moriarty, NM. They have to be one the best dealers selling Excels. I wish you and all the people back at Smith Center the best for the coming holidays.

Thanks your support.

Bill Dunlap
Mammoth Lakes, CA

[lyncjim]

Thanks Bryan! I have 2006 33RSO limited and have been back to Smith Center for repair and like the fact that PI is always there to offer us help with solving our problems that come up. Being avaliable after the sale is so important. Thanks again!
Jim Lynch

[scgator]

EVERYTHING RISES AND FALLS ON LEADERSHIP........I thank you and your company for setting the standards for leadership in the industry,

[BookIIRoadtrash]

Wow this thread sure took the wind out of the sails of this forum. Bryon I feel bragging stinks but that is up to each individual. How about those units that rolled out of the plant before the new Q.C. came into practice? Are they the ones that made the warranty percentages fun high?

[ExcelRVGuy]

I sign on to this forum multiple times per day and am continually asked to do it better, get it right, and to step up. We get beat up on a daily basis on here!

When I give a progress report that I thought you were wanting to heare I'm considered BRAGGING?

I guess it's time to spend less time on here anyway

[KU9L]

Bryan,

I feel that most people enjoy seeing your posts and wish you had a daily blog. Being plugged into this forum and a few others I feel more connected to everything which eases some of my fears and angst when I see others having similar questions and concerns or remedies. There is far more activity here now than when Dave B. was running the Yahoo Excel Full-timers members-only forum. I think we have a real good group of guys here.

I know that reading messages on this forum has more than once caused me to run out to examine or tweak something to head off potential trouble from unveiling as opposed to some units that never get touched for maintenance until it is way too late. None of my dealers for my P.I. coach or my S.O.B. TT ever mentioned one thing about maintenance other than coming in for a yearly inspection.

Thank Goodness Kay Wilks spent hours and hours and hours with us both showing and doing maintenance, repairs, & advice on daily operations when we bought our 1st 2001 used PI 5er in 2008. Still I wish there was a daily or weekly blog that would show routine or emergency maintenance tips and procedures in detail - I know there is sort of one now, but us baby boomers want far more data than a quick list of helpful tips. Everyone might not agree, but the more we get hands-on with our coaches the more we take the bull-by-the-horns to be plugged-in with less pointing at the guy sitting at the front desk.

I don't consider it gloating when I get a progress report, I am able to sift out what parts of the data that interest me.

When deciding whether our next coach is going to be PI, S.O.B. 5er or a MH, it all helps to know how plugged in and welcome we feel which means a lot more at decision and trade-in time. We toured a S.O.B MH factory this summer where they were cranking out 250 MH's per week. When we signed in for the tour, we didn't feel the "Love" that we did on our PI tours and it was a hard feeling just being dumped back onto the parking lot afterwards without even being able to remember the name of our tour guide!

Keep those reports coming !!!

Dave

PS - I'm hoping someone orders a 41RLE real soon so we can see that virtual walk-through videos to get a feel for the inside space. Cookie Momma says she might be able to work with that "small kitchen" she sees from the floor plan if I promise to let her store totes with her spare cooking tins and sheets up in the bunk area above the garage. She is still smacking me around for not telling her up front that it doesn't have the drawer dish washer ...

[redcow]

Quote:

Originally Posted by ExcelRVGuy I sign on to this forum multiple times per day and am continually asked to do it better, get it right, and to step up. We get beat up on a daily basis on here! When I give a progress report that I thought you were wanting to heare I'm considered BRAGGING? I guess it's time to spend less time on here anyway

Bryan and all,

As some of you know, we purchased the first Winslow sold....sight-unseen.
Bryan showed us an artist drawing and told me I would not be disappointed. That is how much faith I have in what he says.
We have had some minor problems but they have been taken care of.
One of the biggest problems was the hot water heater which quit twice. I don't think that was Peterson's fault
I had the bedroom slide adjusted at the factory one time when we were passing thru and did not even have an appointment.
As I tell every one, Excels may have some problems, but show me an RV that does not.
They also are great people and will visit with you person to person, they are not gone on a yacht somewhere letting someone else give you a "sugar pill" answer.
My dealer is also great and fixes even minor things with no questions asked.

Keep us informed Bryan

red

[bigmichael]

Quote:

Originally Posted by ExcelRVGuy I sign on to this forum multiple times per day and am continually asked to do it better, get it right, and to step up. We get beat up on a daily basis on here! When I give a progress report that I thought you were wanting to heare I'm considered BRAGGING? I guess it's time to spend less time on here anyway

I appreciate the progress report, and think its very appropriate in light of whats been going on. From the issues we have had with our rig, I know its one of those that has pushed the warranty numbers higher. It has also not been one of the more enjoyable aspects of our adventure to FTing.

However, if and when we trade, I want as much info as possible. Knowing things have improved is an important piece of info. Initial quality is VERY important. So is after sale service. PI has done very well on our after sales service--now it appears the quality is getting better from the last few years.

Bragging??? I don't know. Maybe it is. But if its facts, based on objective data-then the facts are the facts, call it what you will. I have not been one to give PI a lot of slack-and have been more than willing to add my two cents regardless of how someone else might feel about it. But in every situation I've experienced, I've never felt Bryan was anything but honest. This includes posting here, and conversations others have told me they have had with him. Sometimes brutally so. So I believe him when he says there is hard data that things have improved, and thats info I appreciate having.