Country Coach - Horrible Technical Support & Customer Service Experience

[customfab]

I would like to share my recent experience with Country Coach technical support & customer service. Unfortunately, it was a rather negative experience for me and extremely disappointing as a new owner of a used CC. If I wasn't legally & ethically committed to purchasing my used CC, this experience alone would change my purchase decision. I believe customer support says everything about a company. So for those of you considering a Country Coach purchase, please take this experience into consideration. If you purchase under a warranty, I'm sure this is a non-issue but out of warranty.....maybe not. Hopefully, I will get some feedback directly from CC and they will resolve everything. FYI, I'm emailing this thread to CC so they can defend themselves.

I'm picking up a 1997 CC Allure in 2 weeks located in Arizona. It is a beautiful one owner rig, in fantastic condition. These particular models along with other CC coaches were involved in a factory recall due to tire blow-outs. In summary, CC produced them with undersized tires as their original front axle rating was incorrect. So they eventually issued a factory recall for 289 Allure and Intrique motorhomes with slide-outs. Ultimately, CC installed different tires & changed the height control system to address the problem.

So anyway, I called CC for one very specific reason. I simply wanted them to confirm what tire size was recommended on my particular coach and what the actual GVWR is for the front axle. I've read the tires were updated from XX? to 11R22.5 series. But honestly, I can't find any piece of literature to 100% substantiate. I have found owners with 11R22.5s, but I was hoping to get info directly from CC. Apparently that is too much to ask of CC.

The safety recall article references a front axle rating of 13,200 lbs while the factory originally rated them at 11,000 lbs for my particular coach (40 foot Allure with great room slide-out). As you can see, there is a major difference front axle rating which is directly related to tire choice. Ultimately, I want to be 100% sure my coach has the correct tires & if 295/80R22.5s would be the ideal new tire to install. I was hoping to determine if my VIN # had been addressed in the recall, but I didn't make this request as they refused my very basic tire question unless they could first charge my credit card for a technical fee!!!!

That's right. Country Couch technical support would not provide me with one bit of information UNLESS I paid them a $25 fee for every 15 minutes on the phone. I told them I simply wanted to know the post-recall recommended tire & updated front axle GVWR rating. Response? Nope, can't do. "We are a business & you need to pay for this as a technical service fee". I begged and pleaded stating this was a major safety issue for me and my family. Nope, nothing, too bad unless I paid. In their defense, they did state it would likely take less than 15 minutes!!!! Ha!

ABSOLUTELY ridiculous considering the circumstances of the product recall, safety liability issues, etc. I understand a fee for diagnosing a problem with my coach, etc. I have no issues with this. But something related to a safety recall? Something that could jeopardize my family's safety & ultimately their good brand name?

I was additionally told that they did not manufacturer my coach. Yes, I know CC went bankrupt and a new group of investors recently purchased the factory, inventory and brand name. Thing is, they still retained the CC brand, retained the parts inventory, tooling, etc and still actively service older CC coaches. So don't go telling me it isn't your product. Sorry CC but you retained the brand for a reason & continue to support these coaches. So don't talk out of both sides of your mouth!

All in all, I'm quite pissed off. I believe it is horrible policy. I believe that is horrible customer support. I believe it is simply a bad business decision to withhold information that is directly tied to a major recall involving past fatalities due to front wheel blow-outs.

If anyone reading can point me to a customer support employee of CC that will help me with this problem that would be FANTASTIC. Maybe I spoke to the wrong employee (Kevin? maybe) or he was having a bad day. I'm not sure but I do want to give them the benefit of doubt here. I'm not here to bash Country Coach as I am a proud owner. And I'd certainly rather be informing others of a wonderful experience.

Thanks!

FYI, you can see the recall history details here:

Persistent RV Tire Problems Prompt Fifth Recall; NHTSA Investigation Focuses New Attention on RV Safety | Safety Research & Strategies, Inc.

A blurb from article:

"That recall forced the company to take a closer look at the weight ratings of its motor homes, and in 2000, the company discovered that its Affinity Grande Chalet motor homes had been assigned an inaccurate front axle weight rating. An inspection of all of its products since 1990 uncovered more models with the same problem. In total, 289 1995-1998 Allure and Intrigue motor homes had been similarly misclassified. The vehicles were rated as 9,000, 10,410 and 11,000 pounds, when they should have been rated at 13,200 pounds. This time, Country Coach offered to replace the incorrect tire tags and replace the front tires and rims at no charge."

[MRUSA14]

I think your complaint has no merit. The Country Coach that made your coach went bankrupt years ago, and no longer exists. If a new company comes to the aid of owners like yourself, how can you expect them to help you for free? Who's supposed to pay the cost of that, Obama? It's not as if they are producing new coaches, which would provide them with an income stream. No company can operate at a loss, and I think the fee they quoted you is very reasonable.

[nothermark]

I can think of several companies that start a lot higher and take longer than 15 minutes to get you an answer on their own products...

[Fred1609]

From a public relations/moral point of view what they did has lousy optics....but legally I would think CC is on solid ground. Without someone buying the CC company, you would have had nowhere to turn. Its worth your familys safety to pay the $25 to confirm that your coach is safe.

[HHIDan]

You have to wonder...

Probably took about 12 minutes to debate the $25. fee...

Probably took you 30 minutes to write this post... I know, it's the principle of the whole thing.

I have spent a good 2 1/2 hours between two break-downs and multiple phone calls with Spartan, all free on an out-of warranty coach. Too good. Will I ever buy anything else but a coach with a Spartan frame. Can't see it. (Mind you, maybe Freightliner is just as good, it's just Spartan won't let me try.)

KVH charge $40 for a tech. support call or I think $100 for a month support. Is that good/fair?? Is that good judgment? Is that a good marketing strategy??

Newmar had a few coaches built in 05-06 (mine is one) where the coolant hoses failed, must have been bad product or just under rated. They helped out some owners but turned me down... I was disapointed, not enough to sell the coach and I'm fairly happy otherwise but I still believe that, in principle, they should have helped, very debatable. If they did help, it solidifies the relationship otherwise it leaves a customer with an inkling to maybe try another brand next time.

I have decided that there are battles where it's easier to give in and just move on. It's just easier, I would have paid the $25.

I still respect what you did/are doing.

[Cousin Ed]

I, personally, am amused at how many people with BIG complaints are so new to the forum.

[Texbeachbum]

Originally Posted by Cousin Ed

I, personally, am amused at how many people with BIG complaints are so new to the forum.

So you think if a member hasn't been a member since 2001 they should not ask any questions or complain about anything?

[super_rep]

The whole issue of tires and weights was discussed at length on the internet in the past. A well thought out search might produce the answers.

[brunsje]

Recommend that this post be deleted. JohnnyB

[4x4dually]

Customfab, I can see why your are so frustrated. They could have answered the dang question in a few minutes and been done, but instead, play the "we didn't build it" card. It is just plain stupid. What better advertising for a company than 5 minutes of tech support on the phone for a customer to tell all his buddies how great they treated him and handled his question.

I too am a newb to "this" forum and have posted a major complaint. I guess I should keep my mouth shut and delete my posts until I have 20K posts. LOL JOKING. COMPLETELY JOKING.....but you get my point. Forums are for information. This particular case shows one companies inability to take care of its customers or any customers of brands they purchased. I don't see any reason the OP is at fault for posting it and looking for a solution to the question.

Carry on.

[laj]

this just quite simply has never been my experience with cc. they have always patiently answered my questions in great detail and never hesitated when i was looking for a part. great company supporting a great coach.

[dons2346]

(moderator edit)

There are ex CC techs that started their own businesses and are the best there is. Those being Kevin Waite RV Service Reviews

and Bob Vinson RV | Motorcoach Service | Upgrades | Repair | Custom Coach Service

I see that you have ask about tire sizes on another thread and the question has been answered. For further info, you might want to join the Yahoo CC group.

As said previously, the "new" CC company is not the same as the old company and therefore they can do whatever they please when it comes to service. Another story related here was about a guy that spent thousands of bux at the "factory" and then wanted to know the height of the coach. They wanted another 25 bux!

As you can see, I am not a fan of the "new" CC

[deandec]

Well, the current CC paid for all the historical information buying it out of bankruptcy.

Employing a person to research the files that were purchased and provide a cogent answer has no benefit to the files owner unless some revenue to cover the cost is generated.

As previously mentioned, the current CC is not selling new units so they have no incentive to provide free research.

If the OP decides this $25 is a reason not to complete the purchase of his 17 year old target rig, then I suspect he will miss out on a a high quality orphan rig.

We have enjoyed our orphan for 12 years......

[CountryFit]

my experience with them has been just opposite. whenever i had a question or need a part#, i did call them and the techs were very friendly and patiently researching/answering my questions. sometimes i bought parts from them, sometimes not. maybe you just ran into a person in a bad mood that day...

agree with fred1609, i am sure glad they are there that i can always turn to... "without someone buying the CC company, you would have had nowhere to turn".