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Old 12-26-2013, 02:12 PM   #1
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Having regrets dealing with Boat N RV...service customer service

We purchased a slightly used 2008 Gulf Stream FRED from the Hamburg, PA Boat N RV location in October of this year. We did all of the right things by taking our time and performing a comprehensive inspection of the unit and finalizing a Owe You list before finalizing the sale. Since the items on the list were not anything that would bring in the coach after we winterized and made an appointment to drop it off December 2nd...of which we did. Since the drop-off our communications have been limited. The first call was from them letting us know that the unit was checked in but asking me why it was brought in. I explained why and asked what was the estimated date that it would be returned to us. I was told that if any parts are required the current part delivery is approximately 4 - 6 weeks. I immediately responded that they knew exactly what part was required and it should have been ordered in October not wait until we brought the unit in. Since then I haven't heard a thing except that they located our file. I have left several messages but never receive a return call. We are very happy with the MH but at this point in time we are very discouraged with their service department.

Just wondering if this is their overall standard customer service or is just the Hamburg location?
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Old 12-26-2013, 02:49 PM   #2
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I'm afraid that's typical, especial in the off season for RV service. They figure you won't be using it, so why rush? You need to get 'in their face' a bit. Not obnoxious or rude, just checking up on them.

I bought a new GMC van (Gulf Stream Conversion) many years ago. I had free 3 years road service as a part of the deal. Each week I would drive to my son's hockey practice and sit in the van and grade papers. (It was warmer than in the rink) The battery would die in about 20 minutes of having the radio and one overhead light on. I could observe the battery drain as the light would dim. I took it in and they told me the battery was fine. Then I started calling for GM roadside assistance each time it needed jumping. After 3 times, I was told I had to take it back to the service dept., no more assistance. I took it in, again, "battery is within specs." Next week I had to call for a jump, they didn't want to come, I pointed out that the dealer had reset the meter with the 'all clear.' message. This time when I took it in, I had prepared a 4" diameter badge to wear in their waiting area/sales floor. It said, "Ask me about the 3 trips to get it fixed program." As I sat waiting, the owner of the dealership walked by, saw the button and reamed the service manager a new orifice. I got a new battery.

Make repeated visits to the dealer, checking on progress. Are there repairs that don't need parts? Ask the status of each repair, the ordered parts, etc. Polite but firm. Create little signs for your vehicle, "Day XX of promised repairs on purchase of vehicle." Park it next to the showroom door, so others can see. It's time consuming, but effective. In addition, ask a buddy to show up while you are there and act like a customer asking, "What's up with that (you) customer's RV? Your service dept. not up to snuff?"
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Old 12-26-2013, 03:51 PM   #3
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Just after I created my post I decided to call them again and to my shock someone finally answered and told me that my work order was written last week. I asked why it took over two weeks from drop-off to establish the work order and of course she couldn't answer the question except to tell me that they have over 100 units on their lot waiting for service. I was thinking that perhaps we should open an RV Service Center in our area as it appears that the opportunities are plentiful!
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Old 12-26-2013, 03:59 PM   #4
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I've heard the same thing from several friends that had problems with that location. I know from personal experience that Schaeffers (right down the road on Rte 61) isn't any better.
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Old 12-28-2013, 03:38 PM   #5
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Update: We made a personal visit today and escalated our issues to the GM. No answer and no excuses for the lack of urgency but she did fix the problem asap. Our MH will be in the repair bay on Monday. She agreed that three weeks of no progress and non-communication is unacceptable and apologized profusely for their lack of service. I am still annoyed but at least the ball is rolling.
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Old 12-29-2013, 08:56 AM   #6
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Whenever I take our coach in for service, I use my computer to prepare a detailed printed list of the items which need done. When I drop off the coach at the shop, I go over the list item by item with the service writer. This eliminates the, "What did you bring it in for?" problem.
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Old 12-29-2013, 10:49 AM   #7
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Quote:
Originally Posted by Rich-n-Linda View Post
Whenever I take our coach in for service, I use my computer to prepare a detailed printed list of the items which need done. When I drop off the coach at the shop, I go over the list item by item with the service writer. This eliminates the, "What did you bring it in for?" problem.
That's an excellent idea. When you go to pick it up, before paying, you can check each item on your list and see that it's been done.
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Old 12-30-2013, 12:44 AM   #8
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I bought a new Berkshire Motorhome from their Ridgeland SC location and their service was poor to be kind. Brand new unit and they delivered it to me with the check engine light on. Said it was because it was low on DEF and that since they filled it the light would go off after a few miles. Turned out to be a bad EGR and engine wiring harness. 2 days at Freightliner and all has been well for the last 1.5 years.

Front AC went out the second week of ownership. I drove it the 200 miles back to the dealership and left it. After a week I got a call saying that they would need to order a new AC unit. 2 weeks later I get a call that the unit is in. A week later I get a call back telling me my rig is ready. The first 6 weeks of ownership I had possession of it for 10 days.

I picked up the rig and decided to spend a few nights out at the lake. The second day the AC started dumping oil out the unit. Call dealership and they say. Bring it back and we will have it repaired again. I asked if it would take another month. Answer... Probably.

So I was facing the real probability of having a new rig in my possession for only 12 days out of the first 3 months of ownership!

Let's just say it hit the fan and I contacted Forest River's diesel divisions service department. What happened next blew me away. They told me to take it to a Forest river dealer about 20 miles from me for service. Take it today if you can. I said, shouldn't I call first and they said no, we will do that for you. They told me the local dealer could do all the warranty work going forward.

When I arrived a few hours later they rolled out the red carpet. Forest River had already contacted Dometic and the local dealer . Dometic then contacted the local dealer and instructed them to look at the unit as soon as I arrived. The technician determined that the unit needed to be replaced and called Dometic. Dometic shipped the new unit out express freight and it arrived 2 days later and was installed on the 3rd day after I arrived at the dealership.

Boat N RV took 4 weeks to do what my local Forest River dealer did in 3 day's!

I loved the deal and the sales process with Boat n RV but the service just .....................!
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Old 12-30-2013, 07:03 AM   #9
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Wow... I am glad that everything worked out for you. And I agree the sales department is great but unfortunately we will never buy another unit from them as the service is just unacceptable. Thanks for sharing.
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Old 01-01-2014, 01:25 AM   #10
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Unit will be ready for pick-up on Thursday! Next time the unit needs service I will handle things much differently.
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Old 01-01-2014, 01:46 AM   #11
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Cheer up, our new DSDP (in 2002) was in the shop for 113 days out of the first 305 days of ownership. That dealership is now out of business after Newmar pulled their contract. Still ended up driving the rig 2,200 miles to Spartan and Newmar (and back) to get it all fixed. Naturally the dealer claimed that it was Newmar's fault for slow delivery of parts, but Newmar said the parts were never ordered. The dealer also stripped the rig of spare carpet and tile that was supposed to be in it at delivery. Still don't have it some 14 years later.
So it's not just one dealer or manufacturer!
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