REV Service Facility - Coburg, OR
We just returned from our first visit getting warrantee work done at the REV facility in Coburg, OR on our 2020 Revolution and thought I would share the experience as we had no idea how it worked or what to expect. I apologize in advance for its length, but hopefully this will help others in the future.
After contacting REV Customer Service at the home office in Decatur, IN they put me in touch with Coburg to schedule the visit. To my surprise they were about 1 ½ months out for their next available appointment. Lesson 1: Appointments are critical (more on that below). I booked for 2 months later.
Next, I was asked to provide a detailed breakdown of items that needed attention to the rep in Decatur so they could determine what was covered under warrantee, what was “paid” work (oil & filters change, generator, and Aqua Hot services) and, surprisingly, a few items that weren’t technically covered but that REV would fix as an “accommodation” (these were much appreciated). This list grew over the two months leading up to the visit and I made sure to update it via email to Decatur and Coburg which they added to our list. I then asked how long they thought it might take and was told it was very difficult to predict without seeing the issues first-hand but based on the list I should plan on 10 days. They did it in 8 ½. Lesson two: If possible, make sure they know what they are being asked to fix/work on BEFORE you arrive.
We then made the 9-hour drive to Coburg on a Sunday. As instructed, we found a vacant space in the parking lot and hooked up water and power (50 amp). There are 16 or so spaces, and if you arrive during business hours (7:30 a.m. - 3:30 p.m.) they will assign you a space. Otherwise, you just need to find a vacant space and make it your own. This space became our new “home” for the next 10 days. The sewer dump is on the north side of the lot and easily accessed.
We then checked in promptly at 7:30 the next morning and were greeted by Troy, one of two guys who coordinate the work, appointments, spaces, scheduling, and talking with Decatur about the work being done. He was great and had me laughing immediately. He explained they would be doing the “paid” work first as they needed to inspect the coach for those items listed as warrantee or accommodation first, and then would dig into the other work. I was then told to have the coach un-hooked, slides in, and ready to roll. This was the process every day and we needed to have the coach ready by 7:15 a.m. (did NOT make my wife happy!). Lesson 3: The sooner they can start working on the coach, the quicker it will get finished.
I was then greeted by Bob, the gentleman who worked in a team with Clinton and would be handling my coach for the entire time it was there. Bob was absolutely AWESOME, and the two together are truly amazing at the quality of the work they produce. He took the coach in everyday and brought it back around 3:15, and explained what was done that day, what was next, and any issues they were having (see parts below). There were others that helped as well (Brian on electronics) and, overall, I found everyone we dealt with to be great at what they did, very professional, and all had a huge desire to make their customers happy. Lesson 4: These folks are pros at what they do.
Here are a few other things I learned while there:
Parts: Due to COVID, manufacturing issues, and a whole host of other reasons, many parts are hard to come by and without them some things just can’t be fixed. This isn’t anyone’s fault, and the Coburg employees want to get you back on the road as ASAP. Screaming and yelling at them doesn’t help.
Flexibility: If you can be a little flexible with the work crews in allowing them to “fix” items that need repair a bit differently than they were originally produced can save you a LOT of time and headache. For example, they might have an idea that saves a lot of time or doesn’t require a backordered part. Listen to them – they’ve been doing this a long time and have some really creative ideas that might actually work out as good as, or even better, than the original.
Appointments: I watched many coach owners come in and expect to get their coaches worked on immediately without appointments. They accommodated as best they could, but those coaches go to “the back of the line” in priority. If at all possible, make an appointment.
Coburg: It’s a nice, small town, but there’s really nothing to do there. Eugene is about 10 minutes south with lots of shopping, and the coast is about 1 ½ hours west (and is a great day trip). Try Coburg Pizza and Chiefs for meals (both are excellent).
That’s it. I hope this helps anyone heading in for service at the REV Coburg facility.