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Old 05-23-2012, 02:37 PM   #1
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When It Comes to High Customer Expectations, FCCC Aims Higher

By Bryan Henke, manager, product marketing at
Freightliner Custom Chassis Corporation

At Freightliner Custom Chassis Corporation, we know that partnering with manufacturers of premium motorcoaches brings with it high expectations for customer service. And as part of Daimler AG – which is also the parent company to Mercedes-Benz – we understand raised expectations, and we’ve worked hard to put together a suite of services and technology to exceed them.

We have built a reputation for RV chassis that deliver superior performance, safety and reliability. We’ve done this by combining FCCC’s heritage and in-depth knowledge of the RV industry with our access to Daimler’s innovative technologies and breadth of resources. FCCC supports that reputation with unrivaled customer outreach, education and communication.

For instance, we’re the only RV chassis manufacturer to offer our motorcoach owners 24/7 factory-direct support. When you call our customer assistance phone line (1-800-FTL-HELP), you’ll speak directly with an expert: The line is staffed around the clock by customer service advisors who all have hands-on plant experience and boast an average experience level of 16 years.

We complement that expertise with on-the-ground support at more than 400 FCCC service locations in North America. More than 90 of those locations are also part of the Freightliner Oasis Network, a group of dealerships across the U.S. and Canada that are dedicated to serving RV customers, offering chassis and engine service in a one-stop shop. Every Oasis location has specially trained RV technicians, separate bays for RV service, secure RV parking and additional amenities specifically for RV owners.

FCCC also offers resources like the 24/7 Direct service card, which comes with an embedded USB flash drive and a virtual library of chassis data. Plug it into your computer and you gain access to a wealth of information including warranties, maintenance schedules, website links and entire user manuals. And if you’ve got Internet access, everything you need to know about your chassis is also always available online at

For motorhomes equipped with the Detroit DD13® engine, its Virtual Technician allows factory service advisors to remotely monitor your engine and receive real-time maintenance notifications. Virtual Technician can alert you to any issues and even schedule service remotely.

FCCC also invites its RV owners to enroll in Camp Freightliner, a comprehensive and compelling two-day educational session about their chassis’ benefits and maintenance. Attendees learn about their air brake system, electrical system, maintenance intervals, weight distribution, vehicle storage and much more, along with getting up-close views beneath an RV’s surface thanks to an FCCC chassis on display.

To learn more about our suite of services and hear a welcome message from FCCC president and CEO Bob Harbin, visit our YouTube channel.

Whether you’re the new owner of an RV with an FCCC chassis or a longtime customer, we know you’ve got high expectations.

And we’ll keep aiming higher.

FCCC enjoys speaking directly with our customers, and we want to make it as easy as possible for you to get in touch. You can also find us on Twitter @DriveFCCC, on our RV Road Trippers Facebook Page or by emailing us at
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