Service Truth Or Myth ?

[Peter M]

Newbie here, So the RV dealer clearly stated the following. If you did not purchase your RV here we will not service it ! He suggested that you are last on the list and there buying customers come first. This policy he said is implied through out the industry .
What is your experience ?
(Mod Edit)

[cbramsey]

If the dealer sells a particular brand of RV (Tiffin as an example) and refuses to service your Tiffin that you purchased at another dealer, I would complain to that manufacturer.

What these folks don't realize that if you take care of a customer, you might get future retail business from that same customer later on.

[Old Scout]

Probably true--seems most RV Dealership service departments are pretty busy these days. Unless they need your business, its likely they will prioritize their service resources toward their customer/owner base....but that is different from "denying" you service...

[bokobird]

Just go elsewhere for service. I don't find it very difficult to go to a Spartan service center to handle my coach mechanics. If you're speaking of service to house components - I'm certain there are a number of service centers and/or mobile repair folks that would assist you when needed.

I had a local dealer give me that line as well - guess what? They get NONE of my business, even when I need parts or something I could probably get from them but order online instead.

Check RV Service Reviews for a list of places in your area that others have frequented for service work.

[vsheetz]

Many/most dealers provide marginal service at an expensive $ rate. Suggest to find a local repair only shop or mobile RV tech. You will be better off in all regards. IMHO.

[Hooligan]

Really depends on the dealer. I've dealt with Carpenters Campers in Pensacola for several years. I've been very satisfied with the quality of service on my Siesta, which was purchased there.
The following is from their website:

• CUSTOMER SATISFACTION INDEX ABOVE NATIONAL AVERAGE 98.8%
• PREFERRED SERVICE CENTER BY MANUFACTURERS FOR QUALITY WORK & TRANSIT CUSTOMER CARE
• PREFERRED SERVICE CENTER FOR MOST INSURANCE COMPANIES
• WE SERVICE ALL MAKES & MODELS OF RVs
• WE ALSO SPECIALIZE IN INTERIOR & EXTERIOR RESTORATIONS
• WE CARE ABOUT GETTING YOU BACK ON THE ROAD, JUST ASK OUR CUSTOMERS!
  
• "We don't care where you bought your RV".

[TeJay]

Lets face it. If that's their approach to doing business it sure sucks. With that kind of an attitude I don't believe I'd trust their service department either. That attitude is coming down from management so rest assured it permeates throughout the entire dealership.

TeJay

[Crasher]

Go back and ask the general manager what their practice is. If he or she confirms that they "will not" service a coach purchased from another dealer. Tell them thank you and that you will be sure and tell your friends and post that info on the web for all to see. Then go to another dealer. It would not be out of line for them to give priority to their loyal customers, but unprofessional to deny service to others.

[nothermark]

It is true for many things not just RV's. The dealers know it. The manufacturers know it.

The basic issue is warranty work does not pay as well as new work. Dealers lose profit if not working at a loss on warranty work so they build in some expected work in their cost structure. That lets any dealer lowball an out of area sale because they do not expect the buyer to come back for the warranty work. I have seen it in several different boat types, automobiles, trucks, and electronics.

The dealer you do take it to is stuck with either doing your work at a loss or telling you to go away. There is also often a personal issue of why is the dealer good enough to do the warranty work but not sell you the unit. All in all it leads to a lot of hard feelings for both the dealer and the owner.

[wnytaxman]

Your complaint is a common one, but I think most posters on this subject fail to look at service from a dealer's perspective. If a dealer has a customer who has just plunked down hundreds of thousand of dollars on a rig, the dealer will take care of that customer first. In our area we basically have a six month camping window. That means that the dealers are buried in their service departments during that six months. I don't think it is reasonable for a customer to expect a dealer to prioritize the needs of a non-customer over a returning customer.

In my own practice we run some pretty long hours during tax season. I will get people calling for tax advice during the season. If they are a client then I will gladly take the call, but if they are not, then I really don't have the time for those who are not a client. That isn't being selfish, just taking care of business.

[harleyjt]

Originally Posted by Peter M

Newbie here, So the RV dealer clearly stated the following. If you did not purchase your RV here we will not service it ! He suggested that you are last on the list and there buying customers come first. This policy he said is implied through out the industry .
What is your experience ?
(Mod Edit)

So what DID he really tell you? He won't service it, or he will put you behind his customers? Quite a big difference in those two scenarios. Not an uncommon approach in the auto industry either to put one's own customers first and take care of locals who bought elsewhere as time allows. Most dealers will service travelers, often times on a priority basis. That's a whole different ball game. But, if you drove 500 miles to save money on the purchase, then you should be ok driving 500 miles to have it serviced.
jt

[harleyjt]

Originally Posted by wnytaxman

Your complaint is a common one, but I think most posters on this subject fail to look at service from a dealer's perspective. If a dealer has a customer who has just plunked down hundreds of thousand of dollars on a rig, the dealer will take care of that customer first. In our area we basically have a six month camping window. That means that the dealers are buried in their service departments during that six months. I don't think it is reasonable for a customer to expect a dealer to prioritize the needs of a non-customer over a returning customer.

In my own practice we run some pretty long hours during tax season. I will get people calling for tax advice during the season. If they are a client then I will gladly take the call, but if they are not, then I really don't have the time for those who are not a client. That isn't being selfish, just taking care of business.

Exactly.
jt

[SpaceNorman]

Originally Posted by harleyjt

So what DID he really tell you? He won't service it, or he will put you behind his customers? Quite a big difference in those two scenarios.

Agreed - there IS a big difference between these two scenarios. I can accept being told vehicle purchased there get priority. I don't accept the "behind customers" verbiage on general principle. Seems like I pay pretty good money for service on my coach - which certainly qualifies me as their customer as well. Being outright denied service because the vehicle wasn't purchased there .... I'd flee and slam 'em for it at every opportunity. The RV biz is cyclical just like most other industries - there will be another sales downturn, and the dealers that failed to cultivate their service only client base will no doubt (and rightfully!) be the first to starve when it comes.

[Peter M]

Thanks to all that replied , Your feedback is great .