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Madame Boomer · 01-01-2005, 03:42 AM

It happens to RV'ers everywhere and I guess it happened to be OUR TURN this time!

What a wonderful way to end the year, but thankful that this morning NEW YEAR'S DAY has dawned and we have 365 days ahead to fill with great RV'ing times to offset this one nightmare!

The nightmare we all face if we own a rig is being STUCK somewhere with rig problems ON A HOLIDAY!

Rusty and I headed for New Braunfels on Christmas Day to spend 5 much needed "restful" days there.

We had a wonderful time...napping, shopping, napping, visiting with my German family....napping...went out to eat at Clear Springs with new Boomers Stve and Susan Mabee from Schertz...napping, training AnnaBelle on her leash....napping...napping...napping! See! I told you it was restful

The nightmare began New Year's Eve morning when we were breaking camp to head back home. Time was on our side...we didn't HAVE to leave until noon and were taking advantage of extra time to leisurely get everything put away.

At 11:00 am, the hoses were rolled up, everything securely in it's place and it was time to roll in the slides....bedroom slide in, kitchen slide in..........living room slide WAS NOT CO-OPERATIVE!

It's a sickest feeling anyone can get in the pit of their stomach when you push the button, hear the loud POP and realize that the slide is still 3-4" from being secured in place. The motor runs, but nothing happens...

MY TALE OF WOE isn't about the slide being stuck. It can and will be fixed. Stuff happens...even on New Year's Eve and you deal with it. What I want to share is the treatment we received when calls were placed for HELP!

We were 10 miles down the road from SOUTHWEST RV who is a Mobile Suites dealer. We placed a call to them and we were told they sell the RV's, but CAMPING WORLDis the company who services their sold units.

A call was then placed to CAMPING WORLD, the situation was explained. The first question the SERVICE MANAGER asked us was "did you buy the RV from us?" It went downhill from there. Camping World was not about to help us because we didn't buy our unit there. His last suggestion ....just get a couple of big guys, shove the slide in, wedge it with a couple of 2x4's and go home to the dealer you bought it from.

We then took a chance to call our dealer LONE STAR RV ON I-45 SOUTH IN DICKINSON who, thank goodness was open on New Year's Eve. Keith, the Sales Manager, jumped through hoops to help us! Even though they couldn't get the rig back to Houston, he made several phone calls to locate an authorized service repair shop who would be able to at least get the slide in so we could make it on home.

After many phone calls, we were finally on the road WITH THE SLIDE STICKING OUT headed toward Buda, Texas (near Austin) to CRESTVIEW RV - I-35 AT EXIT 220

The service staff at Crestview RV went above and beyond the call of duty for us. MARK, the Service Manager, put everything else on the shelf to work on our rig. Unfortunately, the motor and gear box were burned up and they didn't have the part to fix it. However, they did get the slide in manually (which took the better part of an hour)and got it braced so we could at least make it back home without furthur damage to the slide or the rig.

We made it home without further incident, parked the rig in the slot in the dark and two very tired, road weary, hungry Creekmores finally made it home.

We'll make an appointment for repair with our dealer, Lone Star RV next week.

I want to highly commend CRESTVIEW RV in Buda, Texas and LONE STAR RV in Dickinson, Texas for all their help with our situation.

I also want to say that I will never purchase another thing from CAMPING WORLD as long as I live and breathe. We could understand that they didn't do "on site" repairs and could have even understood if we had to wait until after the holiday was over to bring it in. They were rude and downright nasty and showed no concern whatsoever for our plight...because we didn't purchase the rig at their store. It's a sad thought that the largest camping oriented business in North America would treat anyone like they did us when we needed help.

By the way, for those living in the Houston area, Camping World plans to build a new facility off I-10 somewhere near the outlet mall in 2005. I won't be going to the grand opening.

Sandy

PS: Thank you for allowing me to share our experience. I told my tale of woe to encourage others to have a "back up plan" in place for these types of situations. Always know where there's a reputable service repair shop where you are at. It's also a reminder to support the dealers and stores who are there to HELP THEIR CUSTOMERS.

Madame Boomer · 01-01-2005, 03:42 AM

It happens to RV'ers everywhere and I guess it happened to be OUR TURN this time!

What a wonderful way to end the year, but thankful that this morning NEW YEAR'S DAY has dawned and we have 365 days ahead to fill with great RV'ing times to offset this one nightmare!

The nightmare we all face if we own a rig is being STUCK somewhere with rig problems ON A HOLIDAY!

Rusty and I headed for New Braunfels on Christmas Day to spend 5 much needed "restful" days there.

We had a wonderful time...napping, shopping, napping, visiting with my German family....napping...went out to eat at Clear Springs with new Boomers Stve and Susan Mabee from Schertz...napping, training AnnaBelle on her leash....napping...napping...napping! See! I told you it was restful

The nightmare began New Year's Eve morning when we were breaking camp to head back home. Time was on our side...we didn't HAVE to leave until noon and were taking advantage of extra time to leisurely get everything put away.

At 11:00 am, the hoses were rolled up, everything securely in it's place and it was time to roll in the slides....bedroom slide in, kitchen slide in..........living room slide WAS NOT CO-OPERATIVE!

It's a sickest feeling anyone can get in the pit of their stomach when you push the button, hear the loud POP and realize that the slide is still 3-4" from being secured in place. The motor runs, but nothing happens...

MY TALE OF WOE isn't about the slide being stuck. It can and will be fixed. Stuff happens...even on New Year's Eve and you deal with it. What I want to share is the treatment we received when calls were placed for HELP!

We were 10 miles down the road from SOUTHWEST RV who is a Mobile Suites dealer. We placed a call to them and we were told they sell the RV's, but CAMPING WORLDis the company who services their sold units.

A call was then placed to CAMPING WORLD, the situation was explained. The first question the SERVICE MANAGER asked us was "did you buy the RV from us?" It went downhill from there. Camping World was not about to help us because we didn't buy our unit there. His last suggestion ....just get a couple of big guys, shove the slide in, wedge it with a couple of 2x4's and go home to the dealer you bought it from.

We then took a chance to call our dealer LONE STAR RV ON I-45 SOUTH IN DICKINSON who, thank goodness was open on New Year's Eve. Keith, the Sales Manager, jumped through hoops to help us! Even though they couldn't get the rig back to Houston, he made several phone calls to locate an authorized service repair shop who would be able to at least get the slide in so we could make it on home.

After many phone calls, we were finally on the road WITH THE SLIDE STICKING OUT headed toward Buda, Texas (near Austin) to CRESTVIEW RV - I-35 AT EXIT 220

The service staff at Crestview RV went above and beyond the call of duty for us. MARK, the Service Manager, put everything else on the shelf to work on our rig. Unfortunately, the motor and gear box were burned up and they didn't have the part to fix it. However, they did get the slide in manually (which took the better part of an hour)and got it braced so we could at least make it back home without furthur damage to the slide or the rig.

We made it home without further incident, parked the rig in the slot in the dark and two very tired, road weary, hungry Creekmores finally made it home.

We'll make an appointment for repair with our dealer, Lone Star RV next week.

I want to highly commend CRESTVIEW RV in Buda, Texas and LONE STAR RV in Dickinson, Texas for all their help with our situation.

I also want to say that I will never purchase another thing from CAMPING WORLD as long as I live and breathe. We could understand that they didn't do "on site" repairs and could have even understood if we had to wait until after the holiday was over to bring it in. They were rude and downright nasty and showed no concern whatsoever for our plight...because we didn't purchase the rig at their store. It's a sad thought that the largest camping oriented business in North America would treat anyone like they did us when we needed help.

By the way, for those living in the Houston area, Camping World plans to build a new facility off I-10 somewhere near the outlet mall in 2005. I won't be going to the grand opening.

Sandy

PS: Thank you for allowing me to share our experience. I told my tale of woe to encourage others to have a "back up plan" in place for these types of situations. Always know where there's a reputable service repair shop where you are at. It's also a reminder to support the dealers and stores who are there to HELP THEIR CUSTOMERS.

Don in E Texas · 01-01-2005, 11:49 AM

Happy New Year --- glad you are now home safe and semi-sound. You came out better than the folks that we saw with a 5th wheel that the slide came out while going down the highway. Last time the 5th wheel was seen was in the local junk yard.

Don't these slide-outs have a manual method to retract? I don't know as we don't have any slides on either of our RV's. I know some aircraft with retractable landing gear have manual methods to lower gear in the event of problems.

Shame that you could not obtain some help with the slide problem - at times the RV park folks (manager/owner) may know of someone that will provide service.

But folks are different. Been reading about the misery in Asia with the flooding, etc. Now the tourists are back on the beach sunning themselves while all around are the dead! Makes you wonder about humans.... "Ma, we have 3 days left on our vacation, and I'm heading for the beach"... gad!!

don

Madame Boomer · 01-02-2005, 04:27 AM

Don,

You're right - normally, the manual crank could be used to pull the slideout in. In our case, however, it appears that there's a gear broken in the gearbox between the motor and the pinion shaft. The manual crank engages on the motor output shaft, so it would work if the motor quit. Right now, however, the motor and its output shaft are spinning when the switch is engaged, but the pinion shaft isn't turning. In that situation, about all one can do is use come-alongs to winch the slideout in. I'll be picking up some come-alongs before our next outing!!

Rusty

Hitchhiker · 01-02-2005, 08:15 AM

Sandy,

Wow, what a dreadful and unpleasant experience.

I'm sure glad your dealer, Lone Star RV, came through to help and may the sun always shine on Keith, the Sales Manager there, for jumping through hoops to help you. Also, kudos to the service staff at Crestview RV for going above and beyond the call of duty to help you.

The folks in Texas will certainly know who to deal with and who to avoid the next time they trade rigs or shop for RV service and/or accessories.

I can only wonder if the rude and nasty treatment received from Camping World is a reflection of an individual employee's lack of insight, courtesy, and company loyalty as opposed to the overall policy of Camping World. I learned when working in the retail business that one wayward employee can do considerable damage to a company's image.

It would be astonishing if Camping World condones such treatment of a customer in distress. Perhaps we'll never know.

Madame Boomer · 01-02-2005, 02:40 PM

Hitchhiker -

I am always one to give the "benefit of the doubt" and certainly considered that the Service Manager was just having an "off day"; however one reflection or rude response can/will/does affect a customer..whether it be right or wrong. It sticks in your mind as a bad experience that one doesn't soon forgot. We base our shopping experiences, large and small, on how we are treated.

I just received a phone call this evening from another Texas Boomer who had a bad experience with Southwest RV (who is tied to Camping World at this particular store). A contract was crumpled and thrown at him when the deal fell through ...along with a few rude words.

I realize the service end of Camping World is only one part of the whole company, but the old saying "one rotten apple will spoil the entire basket" certainly applies.

I believe kudoes should be given (and repeat business) to those RV companies who know the value of treating a customer properly. And I also believe in informing the public when a company falls short of that worthy goal.

I think this brings to light a larger problem with the RV Sales/Service Industry. An RV Sales Store will gladly sell you an RV, but the service end of the deal leaves much to be desired. They are so willing to take our thousands of dollars, but when something goes wrong with the unit, many of them don't stand behind their good company name and take care of the customer.

So many RV'ers are on the road, many of them full-timers who cannot "take their unit back to where they bought it" for service. Who helps them? We need to know which companies will go the extra mile to help and we need to know those who won't. It's time the RV'ers of America stand up and show the dealers/service shops who they're dealing with. We've got a voice...use it to make change that benefits every RV'er on the road.

I'm glad this forum allows me to do that! Thanks for your post, Richard, as always you are my hero!

Sandy

TXiceman · 01-02-2005, 04:34 PM

Sandy, sorry to hear about your bad luck with the new rig. We got home about 3 PM today (1-2-2005) and when we went to unhitch, the right side landing gear will not go down. Last year we replaced the left side gear and the slip clutch on the drive....but not the right. It is still hitched to the truck and will hear up to the local repair shop Monday. Then we get to fight with the extended warranty company. Hope it goes better than the last two times.

Any way....Happy New Year...

Ken

jdoc · 01-04-2005, 04:39 AM

Sandy, sorry to hear about the problem with the new rig. Glad ya'll made it home ok though. We got home yesterday. Had a great time and it was good to see what I missed last year.
We had a problem with sales people at a dealership in New Braunfels. Two sales people looked right at us and kept going, not even a hello. We wouldn't take a rig from them even if they give it to us and delivered it to our front door. There are dealerships out there who go out of their way to help people. Those are the one's we do business with. Spreading the word about your experience on this forum will cover lots of country and lots of people. Word of mouth in the RV industry can make a company or break it.

RustyJC · 01-04-2005, 05:43 AM

<BLOCKQUOTE class="ip-ubbcode-quote">quote:<HR>Originally posted by Hitchhiker:
It would be astonishing if Camping World condones such treatment of a customer in distress. Perhaps we'll never know.

<HR></BLOCKQUOTE>Richard,

And apparently therein lies the problem. Since we didn't purchase the unit at Southwest RV, Camping World apparently didn't consider us their customer, even though they handle service for a Mobile Suites dealer and we were a Mobile Suites customer on the road. That didn't seem to matter to the individual we dealt with.

Oh, and rest assured, Doubletree RV (Mobile Suites) WILL hear about this situation as well.

Rusty (not a happy camper!)

jdoc · 01-04-2005, 12:54 PM

sic 'em Rusty. I hope you get a better response from them than we did from the company that built our trailer from H**l
Keep us posted.

edbtx1 · 01-04-2005, 04:23 PM

Rusty & Sandy, I have been following this thread with great interest and the suggestion I have been expecting has not came up so....

It seems to me this is the time to copy & paste the 'meat' of this thread over to RV.net. The reaction of Camping World doesn't surprise me but, I think they need a chance to respond to the situation. That way the whole RV world can benefit from your experience with Camping World and their servicing policys.

Just my thoughts and I do realize I am usually too radical in my thoughts and reactions.

Good luck!!

edb

Jodi&Larry · 01-04-2005, 04:26 PM

Sandy and Rusty,

Sorry to hear of your problems while on the road during the holidays! Its no fun! Larry and I were in New Braunfels camping along with 4 kids when we had a problem. We were referred by the RV park to Camping World and went there for assistance and were not treated very nicely at all. We were ignored for a while and then the salesman who finally acknowledged us was hurrying us out as they were trying to close for the day and would be closed the next day as it was a Sunday. They did not have a part for our trailer and told us we would just have to come back Monday and then they could order a part for us. Needless to say we came home on Monday. We have not used their services since this time which was 4 yrs ago as we do not think very highly of their company.

Glad to hear you got home safely and look forward to the future 361 days ahead camping with friends!

Jodi

chance1992 · 01-04-2005, 07:25 PM

It is hard for me to understand how the RV manufacturers and dealers stay in business the way they treat their customers. I bought my first 5th wheel from a local dealer. As a more seasoned buyer now I know I paid probably six thousand dollars more than I could have purchased it for from and out of town dealer. The first clue for me should have been the ten days after I said I do that I had to wait for them to get time to service it and deliver it to me. Every time I needed some little thing done to it the wait to get it in the shop was two weeks. I decided right then that RV warranties are not worth too much unless the thing has a very very serious problem. If you break down away from home you are really screwed, if you can't get the guy you bought it from to service it in a timely manner how are we going to get a non interested third dealer that has a waiting list for his own customers to help us. There is not another industry that I know of that treats its customers like this. When I need something done to my RV I call the independent guy that works out of his truck or own shop and just pay and be happy. I guess I would do the same thing if I were on the road. Its kind of like taxes, it ain't right but that is the way it is. Just my opinion. I don't blame you Rusty I would be plenty hot too, but I don't know what we can do about it.

Jerry

01-04-2005, 08:24 PM

....I think that every Rv site should have this post sent to them with a CC: to Camping World....might get their attention and If Not then a general warning on every board on the Net repeated a few times a month for say... 2 years....geof kaye