Community Forums

AdrianLee · 03-15-2007, 09:45 AM

Bob & Jack,

Absolutely!! None of this excuses his poor customer service. Regardless of who he should or should not have called to get your part, it should never have been mentioned to you, the customer, much less an issue made of it.

I recently had a similar situation at the Jeep dealer where I bought my GC. Very poor customer service from the service manager, of all people. I finally complained to management. Apparently enough people complained because he is no longer there.

If people do not complain to management about poor customer service, then it never gets any better. If management lets it continue, then they condone it and we should not deal with them anymore.

All I was trying to do was explain a possible reason why he had to call Newmar to order the parts, rather than directly with the manufacturer.

Let us know the outcome.

keithmadp · 03-15-2007, 10:27 AM

Having been employed in automobile dealerships for the better part of 27 years, with most of my employment as a service manager/director, I have seen several people lose their jobs by "passing the buck". All of my employees are immediately trained with the "cradle to grave" customer handling skills. As soon as a customer contacts anyone in our store, that employee personally handles all of his/her customer's needs to the end. Anything else is unacceptable! As Bob stated, we need the customers, they don't need us -- unless we go above and beyond to satisfy their needs. Poor treatment assures a poor paycheck or worse -- no paycheck. Sorry to ramble, people such as this give my business a bad name.
Keith

rebelsbeach · 03-20-2007, 05:33 AM

Just an update....

It looks like I may still have to arrange to have the squirrel cage fan addressed either at North Trail or in Nappanee, as the very nice kind gentleman at Howard RV that takes care of the part ordering has been NO help in that regard...Won't call anyone to see if the part has been drop shipped from PowerTech.

I can say that other than annual State Inspections on the rig,or perhaps a genny oil change,this will be my last visit to Howard for service.
It's a shame too as the folks at Howard are very nice folks and save for this instance, have treated me very well.

I will not knowingly put myself in the position of having to deal with this guy for parts ever again.

I should not have to make the call to Newmar as I did this morning to try and get my LADB tech to do the leg work on trying to get the squirrel cage fan....THAT'S NOT HIS JOB!!

JavaJelly · 03-20-2007, 05:51 AM

Too bad on Howard. I would have had them on my list for buying my next coach.

Bob, is that where you bought your Essex?

rebelsbeach · 03-20-2007, 05:55 AM

<BLOCKQUOTE class="ip-ubbcode-quote"><div class="ip-ubbcode-quote-title">quote:</div><div class="ip-ubbcode-quote-content">Originally posted by JavaJelly:
Too bad on Howard. I would have had them on my list for buying my next coach.

Bob, is that where you bought your Essex? </div></BLOCKQUOTE>

I did in fact buy my Essex from them and I must add that I intend to attempt an audience with John Howard tomorrow on this issue.

Howard was not eligible to sell the LADB and Dick Parks wouldn't hear letting them do just one which I can understand.

Let me see where my meeting goes,if anywhere...

JerryKelly · 03-20-2007, 06:21 AM

Scott, put Midway Motor Homes in Grand Rapids, MI on your list. Great service and parts dept. The techs will get on the phone and help problem solve, even on weekends. They talked me through my recent JACKS DOWN issue while driving in snow and ice this past weekend.