Community Forums

FLYTYER · 08-25-2009, 09:45 AM

Earlier this year my DW thought we should replace the awning with an electric model. I felt that we should wait and look for a sale and check out which manufacturer product we want.

Using the advice and words of wisdom always found here on IRV2 we narrowed our selection to the Dometic 9100. By now it was July and Camping World was having big discounted sale and would remove the old awning and install the awning for about half their normal charge. So with my Presidents Club discount I managed to save a substantial amount of money.

We placed the order, knowing we would have to travel 150 miles to the Bath, NY Camping World location to get it done. They called about a week later when the awning arrived and gave us a late morning appointment.

Upon arrival we were greeted professionally and they began the work immediately. About 2 hours later the said they were done and wanted us to inspect the awning.

It was the WRONG color and incorrect material !!!

The service tech almost cried and the supervisor was upset, but stepped into the problem.

The agreed to solution was to order a replacement fabric and we would have to return in about 12 days. Hmmmm....

A few days passed and Camping World called to tell us the replacement fabric was in. Great !

Fortunately for the next trip we were able to combine the drive with a fishing trip in NY we had planned. Upon arrival we discovered they had the WRONG color and material AGAIN!!!

At this point I discussed this situation with the General Manager. His answer was to FEDX overnight a replacement awning to be available 4 days later. We then left to go on the fishing trip with the understanding the GM would call me to confirm the delivery and the correct color and material.

The GM called and confirmed that everything was correct and gave us a Monday 11:00 AM appointment. Since we were only 100 miles farther North the time was perfect.

When we arrived now for the 3rd time, they stopped work on other unit and the crew immediately started to work on our motorhome. They replaced the whole awning...everything except the wiring. It was the correct color and material too !! They allowed us to watch the show in the shop.

At this point the General Manger credited our credit card for $150 to pay for gasoline on the previous 2 trips and then he had our tank topped off with 42 gallons from their pump.

When I consider the cost of FEDX overnighting a complete 16 foot awning with a new motorized roller tube, the discounted prices I initially received, the credit they gave me and the gas they gave us, I think they lost money.

While we were upset by the mistakes that were made and the trouble they caused, I am pleased with how they serviced the problem. I do not think however, they will ever know how this happened or what to do to prevent it.

Barbara S. · 08-25-2009, 10:16 AM

So how does the new awning work and was it worth all the problems to get it?

**NLOVNIT** · 08-25-2009, 03:22 PM

Ted,

What an ordeal, yet I'm glad CW stepped up to the plate with that great customer service. From what I've read, your experience is the exception for CW's service rather than the rule. I'm glad it worked out & you were compensated for your inconvenience.

Do you think the issues with the 2x wrong color/material were due to mis-ordering by CW or mis-shipping by Dometic? Like you said you may never know how this happened but it'd be nice if someone admitted to the error.

Lori-

FLYTYER · 08-25-2009, 04:40 PM

Quote:

Originally Posted by Barbara S.

So how does the new awning work and was it worth all the problems to get it?

The awning works just fine. The problems should not be considered a value to the purchase.

Quote:

Originally Posted by NLOVNIT

Ted,

What an ordeal, yet I'm glad CW stepped up to the plate with that great customer service. From what I've read, your experience is the exception for CW's service rather than the rule. I'm glad it worked out & you were compensated for your inconvenience.

Do you think the issues with the 2x wrong color/material were due to mis-ordering by CW or mis-shipping by Dometic? Like you said you may never know how this happened but it'd be nice if someone admitted to the error.

Lori-

The problems were caused by Dometic initially mislabeling the product and then CW ordering the wrong replacement. Unfortunately when I talked to CW about it they seemed unable to comprehend who made the mistake or where the errors were made. The positive side is that they fixed the situation, but at a big cost. I am just glad it is over.