Coach-net vs Ford road side assistance

[paulmlac]

Ford E450 with a Class C behind dead on road today. Called Coach-net (Forest River gave a free 1 year subscription). Was on hold awhile (15 minutes). About 10 minutes in, wife called Ford road side assistance. Pressed a few buttons. Ended up routing to their motor home desk. I don't know for sure but Ford must farm this work out to Coach-net??? I say this because my call to Coach-net and the wife's call to Ford road side assistance played the exact same hold music and "we will be right with you" canned announcement in complete sync with each other. In any event, the call to Ford road side assistance got someone on the line in 5 minutes while I was still waiting after 15 minutes with Coach-net. Just FYI as I thought it interesting that (it seems) there is only 1 company doing the work but the call got picked up much quicker when routing through Ford road side assistance rather than Coach-net.

[billyb]

your right, ford uses coach net. my ford had a 5 year warranty, and I bought coach net not realizing I alreadyy had it.

[Gary RVRoamer]

Each group, club or dealer program that works through Coach-net gets their own contact channel, i.e. a phone number and staff to answer it. It is indeed possible that one channel will be overloaded while another is ready & waiting for your call. I presume that the Coach-net call center manages that sort of thing to distribute the load, but I have no idea how.

I wouldn't be surprised if Ford demanded and got some priority criteria for servicing their calls, while some other channel gets a lower level of service. I don't ever recall being on hold for as long as 15 minutes, though.

[paulmlac]

OP here - Just guessing but the direct Coach-net number might very well have been swamped on the Monday after the July 4th holiday. Regardless, Ford road side assistance / Coach-net picked it up this morning and the unit is now at the Ford dealer.