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Old 10-20-2021, 10:09 PM   #1
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This is service?

I'll try to make a long story short.

In early July, I called Appleway RV in Liberty Lake, WA to schedule an appointment to have the zone 1 rooftop air conditioner/heat pump serviced on my 2019 Aspire 44B. While no longer an Entegra dealer, I was referred to them by Entegra as they are apparently an RVP authorized service center (and a Jayco dealer; there is no local Entegra dealer). The unit was still under warranty.

Upon delivering the coach to Appleway on September 17 (service appointments were ten weeks out), I was told that that it would be 10-12 days before they'd have a chance to look at it, and that I should expect a call by September 29 with an update. Ten days later, however, I received a call from their service department explaining that the owner had just announced that because of their being so "backed up," that Appleway RV would not be servicing any coaches not purchased from them and that I should come by to pick up my coach and would have to make other service arrangements.

Needless to say, I was stunned. I let them know how disappointed, frustrated, and perturbed I was that they would not honor their agreement to evaluate and service my coach. Lee M at Entegra service was similarly flabbergasted by their behavior.

Has anyone else experienced such unprofessionalism by an RV dealership? Is this the new norm?
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Old 10-20-2021, 10:28 PM   #2
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You'd sure think they would have at least fixed the ones that were already in there for service...

Unbelievable.

Good luck finding another service place. Let us know where you go next
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Old 10-20-2021, 10:47 PM   #3
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A couple of thoughts come to mind.

Your disappointment and frustration are certainly understandable and justified.

The first thought is that as you communicate with them, it's probably good to keep in mind that they are in the best position to solve your problem. A simple exception to their revised policy would keep you in the cue for the service. Try to appeal to them for some resolution that meets your need, rather than "launching" on them for the policy change. Encourage them to "want" to help you, rather than get you to end the conversation as soon as possible. You could buy a gift certificate for a nice restaurant near the dealership, make an appointment to meet the service manager, and offer him the "free dinner" if he can find some way to help you out. Yeah, I know, that sounds a lot like bribery (and should not be necessary). If he declines, you can still take your bride out to dinner at a nice restaurant, so, all is not lost in that effort

The second thought is one that has worked well for me. Although it can be a challenge to come up with a strategy to make it work, the concept is to try to find some way to make "your" problem become "their" problem. As long as it's "your" problem, it's easy for them to see that as "no" problem. IF you can find some way to turn it into "their" problem, as soon as it becomes "their" problem, they'll solve it. Are you willing to stand out front of their dealership with some sort of sign that discourages dealing with them?

Good luck finding a solution.

Take care,
Stu
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Old 10-20-2021, 11:27 PM   #4
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I think you'll find lazy days behaves the same way and has for quite some time. If they didn't sell it to you they won't touch it.


The good thing is Entegra is very, very good at working with mobile techs even for warranty. So another dealer or mobile guy will be your easiext route and then you can make life difficult for this dealer on social media.
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Old 10-21-2021, 06:46 AM   #5
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Unfortunately, I think "It is the new norm". For years a local dealer here schedules outside customers behind people who purchased from them, and charges a higher hourly rate if out of warranty. Since it is a warranty item, I think I would call Entegra customer service and try and make it their problem. State that you have a warranty issue and their Authorized Dealer, who is also a Jayco Dealer, will no longer work on units not purchased from them. They may offer to call that dealer and hopefully make an exception. If they do not offer that, ask them what options they have for you to get the warranty repair taken care of? Are they willing to reimburse you for the repair so you could get a local third party shop take care of it for you? I would verify what they are willing to pay so you do not end up getting burnt.
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Old 10-21-2021, 07:23 AM   #6
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fqberful, I had very satisfactory service performed at Lazydays Tampa location last winter. Our MH was purchased at RVZero, a place I will never go back to.
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Old 10-21-2021, 07:33 AM   #7
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The "we only service what we sell" has been going on since I have owned DP class A's. North Trails in Ft, Myers" told me that when I tried to get warranty work done from them on my Travel Supreme, which they were a dealer in 2003. I have honored their wish and have purchase thousand of dollars in parts from other dealers as well as three additional new MH's none of which were from North Trails 10 miles from my home.
I now make the 600 mile trip to NIRVC bypassing Lazy Days in Tampa to have any service work done. There I can make an appointment and stay with my coach without having to leave it.
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Old 10-21-2021, 08:09 AM   #8
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Look on the bright side. Now you do not have to be upset that they have had your coach for 9 months and coach is still broken. As said above. Get a mobile tech. Friend of mine while his coach was under warranty would get a mobile tech, He would pay the tech and Entregra would reimburse him.
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Old 10-21-2021, 08:29 AM   #9
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This is service?

My guess is that like everyone, they are struggling to get and keep personnel. Perhaps some recently quit. If I were them, I would make sure my customers are taken care of before I would take on non-customers. If they are unable to get the work and warranty work done on their customers, I can understand their position. I would suggest that there might be more of this attitude moving forward because no one is able to get and keep enough techs to get the work done. Iíve heard a lot more frustrating repair stories of late.
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Old 10-21-2021, 10:17 AM   #10
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Quote:
Originally Posted by Ohio44718 View Post
Unfortunately, I think "It is the new norm". For years a local dealer here schedules outside customers behind people who purchased from them, and charges a higher hourly rate if out of warranty. Since it is a warranty item, I think I would call Entegra customer service and try and make it their problem. State that you have a warranty issue and their Authorized Dealer, who is also a Jayco Dealer, will no longer work on units not purchased from them. They may offer to call that dealer and hopefully make an exception. If they do not offer that, ask them what options they have for you to get the warranty repair taken care of? Are they willing to reimburse you for the repair so you could get a local third party shop take care of it for you? I would verify what they are willing to pay so you do not end up getting burnt.
IMO, this^^ is your best course of action.


The point of this thread is not that dealers are servicing only what they sell, but that this particular dealer, an authorized service for Entegra, made the change after his coach was dropped off for work.


Entegra also expressed dismay at the dealer's actions so the suggestion posed by Ohio44718 makes perfect sense. Having the manufacturer on "your side" is always a help.
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Old 10-21-2021, 11:17 AM   #11
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To the OP, if you're looking for an alternate service facility you might want to contact Truline RV in Spokane.

I don't have any personal experience but have heard good reports from friends that have used them.
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Old 10-21-2021, 01:56 PM   #12
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I had a similar problem in WA state. Lee had given me the names of three dealerships and all had the same policy, if you didnít buy it here we wonít service it. I even tried Beaver in Bend, Oregon an Entegra dealer and because I bought elsewhere I was relegated to the end of the line, some 2 1/2 months out. Frustrating to say the least. My go to dealer locally lost 2 techs so he recently declined to do any work on my coach (to include winterization) even though weíve been customers off and on for 30 years. The primary issue seems to be a shortage of qualified techs. Iím guessing thatís not a problem that will be solved quickly.
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Old 10-21-2021, 02:17 PM   #13
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Beings my kids live in that area and I go there at times, I will be watching for your solution.
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Old 10-21-2021, 03:03 PM   #14
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Would be very careful working with Lazydays Tampa. They have some good people but their service facility cannot handle all the issues. Way under staffed with qualified techs. Yes it's big but getting them to quickly fix something is not a thing. RV service is very poor most places and reminds me of what happened to US cars when the Germans and Japanese entered the market. Long term someone will run a large quality service center and the poor ones will be history.
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