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Old 08-30-2013, 02:42 PM   #1
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Another "thumbs up" to Fleetwood Customer Service

For the past couple of weeks I have been asking lots of ignorant questions on several forums about setting up A/V components and a satellite receiver with the existing Sony Home Theater System that came in our 2012 Bounder. (Thanks to the guys on the Technology Section of the forum for not making fun of me , and to "MartinC" for being so patient with those PMs. ) It is obvious to all that I don't know my sub-woofer from a hole in the ground.

Anyhow, I finally broke down and called Fleetwood to see if they might provide the A/V wiring diagrams for our coach, including coax and other connections. (They have previously provided electrical diagrams and plumbing diagrams.) Before I hung up the phone with their Customer Service rep, the diagrams were in my email in-box.

Thanks, Fleetwood. If we ever trade our Bounder, we will definitely be buying another Fleetwood product.
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Old 08-30-2013, 02:48 PM   #2
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This is getting boring hearing all these glowing reports on FWs Cust Svc . There are some that just won't believe us. I give out their # ( 800-322-8216 ) all the time with confidence that they will be helpful.
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Old 08-30-2013, 03:07 PM   #3
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I have to agree about their outstanding customer service.
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Old 08-31-2013, 08:52 AM   #4
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Just a comment, I wish they were as helpful with the older coaches, when it comes to coaches build before the current owners buy out of the name they are not as helpful. That is not to say they will not sell parts for older coaches
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Old 08-31-2013, 09:30 AM   #5
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Fleetwood Customer Relations has been very helpful since purchasing our 2012 Providence! Contrary to some posts as to "total lack of QC". Yes, AC/Fleetwood has issues. So does Newell. Etc. etc. you see my point. If your question or need is not addressed as you expect, try another representative. I have done this in the past. When in doubt I personally ask for senior Customer Relations expert MS. Valerie Beery! The best!
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Old 08-31-2013, 04:49 PM   #6
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Quote:
Originally Posted by GlennLever View Post
Just a comment, I wish they were as helpful with the older coaches, when it comes to coaches build before the current owners buy out of the name they are not as helpful. That is not to say they will not sell parts for older coaches
My Bounder was built by the original FW. I've had great service from CS. As Clay said ( sort of like when Mom said no you went to Dad ) try another rep.
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Old 08-31-2013, 04:55 PM   #7
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They took over a week to respond to my email about a factory visit so they do have some problems with their customer support.
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Old 08-31-2013, 06:04 PM   #8
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Helpful

I believe my 2006 Bounder was built before the change. They've always given me the same level of service you got. So has Caterpillar and Allison.
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Old 08-31-2013, 06:08 PM   #9
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I believe my 2006 Bounder was built before the change. They've always given me the same level of service you got. So has Caterpillar and Allison.
The new ownership took place July 09.
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Old 09-03-2013, 09:01 AM   #10
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So I gave them a call today to place an order for The entry door air spring, a porch light, a restraining strap for the dinning table chair and an awning strap.

I was told that as this is a 1997 American dream they would have to call me back as they have to look up the parts. That they did not know when that would happen as the "Customer Representative" had to keep herself available to answer incoming calls and that looking up parts was a second priority.

I called back and asked to speak with MS. Valerie Beery and was told that she had moved on.

I explained the response I had received from the customer service Representative and asked if this was an appropriate response and was told it was not.

This customer service Representative could not take my order as he did not have access to the parts inventory and was placed on hold. Yet another person picked up and wanted to know who I talked with the first time around and told her I did not know that I just wanted to order some parts. I was put on hold yet again.

This note up to this point was written while on hold.

She came back online and told me the originial Representative was "Cindy" and that she would look up the parts form me. She came back online and the door strut is 101143 20 pounds of force 26 inch extension, in stock, a restraining strap clamp for the dinning table chair, vendor item, last time it was ordered it was in stock at the vendor, and an awning strap, 106784, in stock Porch light with socket for awning light, 2088266, in stock, I think this is the wrong part and said so because she says the price is $4.99.

Over all I get the parts, but had to work for them. It will be interesting to see if the porch light is right.
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Old 09-03-2013, 09:44 AM   #11
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In the dozens of times I've called Larry Rogers, I've never had that hassel.
Let's hope your situation was an aberration.
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Old 09-03-2013, 11:39 AM   #12
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Quote:
Originally Posted by GlennLever View Post
So I gave them a call today to place an order for The entry door air spring, a porch light, a restraining strap for the dinning table chair and an awning strap.

I was told that as this is a 1997 American dream they would have to call me back as they have to look up the parts. That they did not know when that would happen as the "Customer Representative" had to keep herself available to answer incoming calls and that looking up parts was a second priority.

I called back and asked to speak with MS. Valerie Beery and was told that she had moved on.

I explained the response I had received from the customer service Representative and asked if this was an appropriate response and was told it was not.

This customer service Representative could not take my order as he did not have access to the parts inventory and was placed on hold. Yet another person picked up and wanted to know who I talked with the first time around and told her I did not know that I just wanted to order some parts. I was put on hold yet again.

This note up to this point was written while on hold.

She came back online and told me the originial Representative was "Cindy" and that she would look up the parts form me. She came back online and the door strut is 101143 20 pounds of force 26 inch extension, in stock, a restraining strap clamp for the dinning table chair, vendor item, last time it was ordered it was in stock at the vendor, and an awning strap, 106784, in stock Porch light with socket for awning light, 2088266, in stock, I think this is the wrong part and said so because she says the price is $4.99.

Over all I get the parts, but had to work for them. It will be interesting to see if the porch light is right.
I guess I don't see the problem. The first call you made, they explained that it would take a little time to research the parts for your 1997 model RV. Glad it all worked out ok for you.

Some of you may not know that there is an online Parts and Service at Fleetwood.com. Fleetwood Motor Home Parts
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Old 09-03-2013, 11:46 AM   #13
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Quote:
Originally Posted by SarahW View Post
I guess I don't see the problem. The first call you made, they explained that it would take a little time to research the parts for your 1997 model RV. Glad it all worked out ok for you.

Some of you may not know that there is an online Parts and Service at Fleetwood.com. Fleetwood Motor Home Parts

Sarah,

Thanks for the info. I'll go online next time.
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Old 09-03-2013, 12:02 PM   #14
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Glenn - I would say they would have called you back - and being put on hold is just a part of life when dealing with any help line - I also found at one time that - there was support and a service/parts department. When I got parts - it did take them a day or so to come up with whether or not Flexsteel had the "leather" used on my love seat etc. On the other hand they could tell me immediately the price and availability of the Trombetta. Neither of those items were Fleetwood specific. I could get both items elsewhere - for about the same price or less. When it comes to coach specific items they made or were proprietary - they are also pretty fast. It's the one off and odd things that slow em down and I think understandably.

My point is - if you have a part number - fast - if you need a part number it may depend on where / who made it. And then there is the age factor - some things go out of production pretty quickly - couple years and you may be looking hard to find a shower sky light cover. 1997 - may be looking even more.

In your case - that porch light can be replaced almost anywhere. The Strap for the dining chair / table - if it's like mine - same sort of thing. I get some things from them - some elsewhere - and usually check prices if I have or they give me a price and part number.

Overall - I'm with the crowd that thinks they're great at what they do. Good luck and hope the items are all spot on. I suspect they will be.
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