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Souljourner · 03-24-2023, 09:43 AM

So often people turn to forums to share their problems and frustrations. I wanted to take the time to share of my positive experience from Goodyear. Since tires are such an important part of RV travel, I thought others might benefit from my experience.

I am currently traveling 1000 miles from home with 4 Goodyear tires recently installed on my tow vehicle. While having my vehicle in for routine servicing, it was discovered that I had a slow leak caused by a nail puncture in one of my nearly new tires. I did not have roadside coverage on these tires, but I called Goodyear anyway to see if there was anything they could do to ease the pain of having to replace a nearly new tire.

The Goodyear customer service agent I spoke with went above and beyond my expectations. He first assessed the situation and my needs, then called the service department that had my car to confirm the problem and solution, and then made numerous phone calls to tire dealers in the area to personally confirm that they could accommodate me, since the tire needed to be quickly replaced. To my surprise, the agent also informed me that since the tires were recently purchased, Goodyear would provide a 50% courtesy discount off the price of a new tire, even though their warranty only covers manufacture defects. The discount was voluntarily offered without my having to ask.

It is very upsetting to be on vacation in an unfamiliar place and to encounter a problem that needs urgent attention. The Goodyear agent turned an upset into a positive experience, so much so that I wanted to take the time to let others know.

I often read on this forum about Goodyear tires, and that is what originally steered me in that direction. Plus - I received a 15% discount through Harvest Hosts (which has many partner businesses offering discounts to Harvest Host members. These are the first Goodyear tires I have ever purchased. Because of the exceptional care I received today, and because of the customer-oriented policies of Goodyear - I will be a customer for life.

Customer service worldwide has deteriorated so much in recent years, and the advent of off-shore call centers that other companies use only adds to the frustration that consumers feel. I am heartened to know that Goodyear demonstrates its commitment to the customer experience, and the amount of compensation I'm going to receive for my replacement tire is far less than the amount of goodwill Goodyear has just received in exchange.

Jkjavelin · 03-24-2023, 10:31 AM

Good for you!
When will other companies learn that good customer service will pay dividends in the long run for future business. Plus the free advertising that they got right here.

bentjm · 03-24-2023, 10:48 AM

The key takeaway here should be - buy the road hazzard coverage.

Souljourner · 03-24-2023, 05:57 PM

Quote:

Originally Posted by bentjm

The key takeaway here should be - buy the road hazzard coverage.

Something to add to my post - Road hazard insurance was not available to me when I purchased the tires. I ordered the tires direct from Goodyear to take advantage of the 15% discount I was getting through my Harvest Host membership. It was an effortless ordering process, and tires were shipped to a local Mavis dealer for installation and the appointment was made for me with Mavis through the Goodyear website and all money connected with installation was prepaid through Goodyear as Mavis is an authorized installer. I just needed to show up.

No problems when I arrived at Mavis a couple of days later. The only issue was I was unable to get the hazard coverage as Mavis only offers it on tires they personally sell. Something to remember for the future.

So why did I purchase online? Although the 15% discount through Harvest Hosts was nice, (and paid for my HH membership) my motivating factor was that Mavis didn’t have the tires I wanted in time for a long road trip and it was quicker to order them myself. Had I known that would preclude me from getting tire protection I might have made a different tire choice.

n2zon · 03-24-2023, 06:08 PM

Great story! I would have said, "Darn*, road hazard damage," and just bought a new tire. I'd never have thought to call the manufacturer. Good customer service and a good deal.

* OK, it wouldn't have been "darn." But this is a family forum.