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Old 06-05-2011, 12:27 AM   #1
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The Illusive Beaver

Today was to be the day our new to us Beaver was ready to bring home. But no..... even though this was their second attempt to deliver the dealer still had not completed most of the list of repairs on the "Due Bill" Yet each time they have been the ones to set the date and time for us to pick up our MH. This is becoming so frustrating! Is this the norm or is this dealer just lame? They are one of the major RV dealers in San Diego with a long history of doing business in the area. Unbelievably it seems that between the salesman, finance guy, service manager, and sales manager no one cares.

My DW and I have worked hard and saved hard to be able to buy this coach and to have these people be so lame is sure taking a lot of the warm and fuzzy feeling out of this purchase and realization of our dream. At this point we have both taken time off work, altered pre-scheduled plans and missed a camping trip. What do these people think? Do they think we'll just accept it as it is and not make them hold up their end of the deal? Today their were two other families able to take their coaches home while we were there going over our incomplete punchlist. I wonder how long they had to deal with this dealership in order to have their coaches ready?

Thanks for listening to my rant.....everyone else in my life appreciates it.
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Old 06-05-2011, 07:47 AM   #2
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Bummer.......Is it a parts thing Call them everyday..and then call again till it's done......D
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Old 06-05-2011, 08:02 AM   #3
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It's unfortunate, but many RV aervice centers are overwhelmed with work, struggle to get parts, and lack quaified technicians. The good news is that Beaver made a better than average product. Once the punch list is taken care of, you will likely be happying than the average RV owner.

I recently spent a week at the Lazydays Campgroud outside of Tampa. They make claims as being the highest volume new RV sales place in the US. Given the snowbirds had all left, most that were in the park were their having service. Some had been there for months...really! It was depressing to hear the stories at the pool and bar. I had some minor work done and was surprised that I had to he diagnose the problem. There are so many systems in an RV it should be understood that finding a shop that knows all systems may be difficult.

When I bought my Beaver in March of last year the service center fixed everything they could with the parts immediately available. They sent me the others parts and I did the work myself. Since then the only real problem I've had is a known problem CAT has that we're still working through.

Congratulations on your new to you Beaver, go to www.beaverambassador.org if you haven't already.

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Old 06-05-2011, 09:38 AM   #4
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Unfortunately it is not a parts problem. It is a customer service problem. I would be as happy as a clam if they would just be honest with how long it will take. If they are overwhelmed they should stop making promises they can't keep. I too work in a understaffed, undertrained environment my customers are taxpayers and most are very understanding when even if I can't solve an issue quickly if I am honest about when it will be solved and can keep my word.

I do know we'll be very happy once we get passed this hurdle and begin to start using our coach. Thanks for the encouragement!
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Old 06-05-2011, 09:45 AM   #5
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No matter the cause it's very unfortunate to have to deal with it. I hope it all works out well for you.
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Old 06-05-2011, 12:06 PM   #6
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Do they have their money yet? Seems odd they'd not be anxious to close the deal and get paid, but they'd not be the first business to lose sight of just what keeps customers coming back.
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Old 06-05-2011, 03:54 PM   #7
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Hang in there! I have the same coach and can tell you that once you get the issues sorted out you will be very happy with it. Lots of room, beautiful woodwork, and I think great value for the money. Lots of higher end coaches won't have anything on you. Patience, grasshopper!
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Old 06-05-2011, 04:23 PM   #8
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Do they have their money yet? Seems odd they'd not be anxious to close the deal and get paid, but they'd not be the first business to lose sight of just what keeps customers coming back.
I was going to ask the same question Jay.

If they made the mistake of signing the papers and the checks before taking delivery, then they are at the mercy of the dealership and the dealership will put every new job ahead of theirs.

I have learned not to pay the money until I accept delivery and all the items that I found defective have been repaired/replaced to my satisfaction.

Good Luck,
Jon
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Old 06-05-2011, 04:41 PM   #9
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As several others have already said, hang in there--you will love your Beaver once you are underway. We've had ours since January and love it! Ours has only been at one dealership since we bought it and our experience there was excellent. There are good dealers out there (and good independent technicians).

We recently had our Onan generator serviced at a Cummins facility and they did several other "RV-type" repairs for us as well; the work was done well and the price was fair. With the large network of CAT, Cummins and Allison service centers the need to go to RV dealers is significantly reduced. Similarly, a lot of chassis work can be done by truck service centers; I have already arranged for a "friend" at a truck service shop in SD to align my wheels and mount new tires later this summer.
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Old 06-05-2011, 08:04 PM   #10
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They only have the earnest money at this point. No way they are getting anymore until we are satisfied and the punch list is complete. In fact, I do have to keep reminding myself that at this point we are in control of this situation. No need to show anger and disappointment, keep a cool head and negotiate for more freebies, due to the inconveniece factor, when it is time to sign that large check.

Hope to see you all on the road soon.....
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Old 06-05-2011, 09:01 PM   #11
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They only have the earnest money at this point.
Glad to hear it. They must be so flush with cash they're not in a hurry to get yours?
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Old 06-06-2011, 02:54 PM   #12
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This is somewhat of a surprise since they don't have anything but the earnest money. I try to stay cool in situations like this, but enough is enough. I would try to get a lot of freebies out of them and I would also give them a date that you expect your coach to be ready and if it doesn't happen tell them you are gone. I bet you see some folks getting your coach ready. I would also check everything out they are repairing, just to make sure it was done and it works.
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Old 06-06-2011, 11:43 PM   #13
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Thanks, yep we are past disappointment and anger. Now concentrating on staying cool and being in control of the situation. We have been checking the work quality each time we visit our coach and have been quite happy with the quality of workmanship on the items they have completed. I am not planning on letting this go without getting some extra goodies or a much larger discount on the extended warranty.
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Old 06-07-2011, 12:08 AM   #14
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Thanks, yep we are past disappointment and anger. Now concentrating on staying cool and being in control of the situation. We have been checking the work quality each time we visit our coach and have been quite happy with the quality of workmanship on the items they have completed. I am not planning on letting this go without getting some extra goodies or a much larger discount on the extended warranty.
I would drop the "extended warranty" completely. Unless it's from Beaver as an extension of the factory warranty it's not really a "warranty", it's a service contract (insurance policy) and much more restrictive. Most have a clause in them to the effect that if a covered part is damaged by a non covered part then neither is covered. So if a seal (usually a non covered part) lets got and it ruins the engine you collect nothing. If the insurance company goes out of business you're out all your money too. Not worth it in my book.

We made the mistake of paying for ours before they finished the PDI work. They then had the rig for 108 days out of the first 305. Even then I had to drive the rig from the west coast to Nappanee to get it all taken care of. But I did get a new front axle installed by Spartan at the factory. Went from a 12,000# unit to a 14,600# axle. Much better braking as well as more capacity.
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