Warranty 'attitude' at RV dealers

Discussion in 'General RVing' started by pigdoc, Sep 15, 2010.

  1. pigdoc

    pigdoc New Member

    My wife and I have been seriously pricing RV's recently, and in the last week have priced ones at two RV stores. When asked about warranty repairs, each store told us that unless we bought from them, they would be very 'reluctant' to repair our RV at their store (if we bought the same brand from another source). One gave an example of a customer int his situation having to wait several months before they would work on his RV. This is very different from our experience at auto dealers. Have other encountered this before? Are they to be believed, or is this just a hard sell to get us to purchase from them? Thanks,
     
  2. hamdave

    hamdave New Member

    Re: Warranty 'attitude' at RV dealers

    Its a sad state of affairs that RV dealers act in such a manner. Makes me not feel sorry when they go out of business. I won't support RV dealers for just such reasons. I use a NON-RV service center for my engine maintenance and do everything else myself. I'm my own best warranty service.

    cheers
     
  3. try2findus

    try2findus Senior Member

    Re: Warranty 'attitude' at RV dealers

    Welcome to the forum pigdoc!

    Unfortunately, we have found that to be somewhat true. We purchased our RV while in New Mexico on vacation when our old one kept breaking down. We traded it in and were assured by Albuquerque Camping World that ANY dealership would honor our manufacturer's warranty. Well we found out that Stevens RV in Lafayette, LA., was less than thrilled to do warranty work on our out of state purchase. Don't know why...Jayco PAYS for it.

    When they finally did the warranty repairs, they did a horrible job and took a loooong time doing it. We have found Dixie RV in Hammond is not much better.

    Despite the fact that we spent mega $$$ on the extended warranty, same problem with repairs.

    I know we would NEVER buy from either of these dealers after the way we have been treated. It seems to me that auto dealers are starting to follow suit. What are people supposed to do if they MOVE??? :(

    If you are anywhere near VA, check with GTS (Grandview Trailer Sales) and you won't be disappointed! :approve:

    Please post back and let us know what you purchase and good luck!
     
  4. Kirk

    Kirk Senior Member

    Re: Warranty 'attitude' at RV dealers

    There are dealers who do that, but it really isn't that common. The franchise agreement that a dealer signs does require that he do warranty work for any owner of the product, but a few will act that way if they realize that you are local and bought elsewhere, even though they are happy to sell into another dealer's area. It has been my experience that dealers who are that way have poor ethical practices in all aspects of their business and I would never buy from a dealer who uses that kind of tactic.

    Of course, keep in mind that if this was stated by a sales person, most of them use lies as a part of their business and probably have no actual knowledge of that being true. The place to ask about this practice is the service manager. Most of them do not appreciate this sore of lies from the sales people. but there isn't much they can do to stop it. Since that practice is a violation of the franchise agreement, it simple demonstrates the pool level of ethics of that dealership. Cheating is just a part of their business practice.
     
  5. Grandview Trailer Sa

    Grandview Trailer Sa Senior Member

    Re: Warranty 'attitude' at RV dealers

    I was gonna stay out of this one but.....Kirk, it is amazing what you know, or think you know. There is no such clause in my dealer agreement with Gulf Stream, SunnyBrook or Heartland or A-Liner. I run my business, no one tells me what to do, or who to service. Everyone like me is an INDEPENDENT DEALER, we make our own decisions as to what we do.

    WITH THAT SAID, I will service anyone who comes on my lot, but MY customers do come first. Of course, if someone is traveling through the area, we will get them back on the road as fast as we can.

    BUT.... the guy who lives 2 miles from me, does not come andaskfor myprice,buys 100 miles away and 3 weeks later wants ME to do warranty work....will wait till we get to him.
     
  6. H2H1

    H2H1 Senior Member

    Re: Warranty 'attitude' at RV dealers

    well said
     
  7. try2findus

    try2findus Senior Member

    Re: Warranty 'attitude' at RV dealers

    I agree Ken and with that being said, we would have MUCH preferred to buy local, but when the opportunity presented itself, we did what we had to do. We never expected our RV to play out on us in New Mexico but it happened.

    We had never bought an out of state vehicle and probably will never do it again. However, I would think Jayco's money and money paid by The Choice (extended warranty) are all green and accepted all over the USA.

    Do these rude dealerships think the way they treat us will make us WANT to buy from them next time?? It won't... :(
     
  8. WildWillyToo

    WildWillyToo New Member

    Re: Warranty 'attitude' at RV dealers

    Like Grandview, I can't leave this one alone either!
    First off, comparing auto service to RV service is part of the problem! The Auto industry is leaps & bounds ahead of the rv industry in the way it handles warranty work through it's dealer network. They pay a fair flat rate time for jobs, they allow a decent mark-up for warranty parts and handling, and dealerships DO sign an agreement to do warranty work, regardless of who the selling dealer is!
    RV dealers, on the other hand, sign NO such agreement! (Sorry Kirk, but it's the truth!) We also have a large portion of the rv manufacturers paying little to no parts mark-ups for warranty parts, and flat rate repair times that are nearly impossible to meet! (Not whinning here, I've been in the RV biz for 34 years and just stating the way it is!). Couple that with time spent taking the required pictures for nearly everything that resembles warranty repairs, and the time spent processing and emailing for authorization, and it becomes a strain on the dealership to do warranty work.
    We have to pay someone to order, handle, and stock parts, so we need to cover that cost for EVERY part that leaves the parts dept. When a company (I'll name a few...and I'm sure Grandview can verify this if you're skeptical) like Dometic, or Suburban, (names you all know) will only REPLACE a part and pay no mark-up. What incentive is there to help somone that didn't buy from us? We still have to handle the old part, handle the new part, process the paperwork, but make nothing to cover those costs! Flat rate labor times I won't even get into here, but there are many little warranty jobs that cost us more to repair and process than the factory pays for.
    Now, with that all said, we still do warranty work on any of the brands we sell.....it's necessary to stay in business. We also welcome traveling folks that need help. Like Grandview, our sales customers also get priority over everyone else. I do, however, make one exception! Any product purchased from one, of the several, "wholesalers" will never get into our shop! Local people that want to travel to save a few bucks, after using our sales lots as a show room, have my blessing to travel back there for their warranty service! Sounds harsh, but it's a bit of self defense!

    So, my point here, you ask? Don't be too hard on a dealer that won't do your warranty work if you didn't buy it from him. He needs to cover his operating costs. There's little money in warranty, so he's going to 1) take care of his sales customers needs, and 2) take in as much retail service as possible....it's what pays the bills! Everything else comes after......
     
  9. Grandview Trailer Sa

    Grandview Trailer Sa Senior Member

    Re: Warranty 'attitude' at RV dealers

    That is a great explanation of the side of our business that no one sees, except the dealer.
     
  10. H2H1

    H2H1 Senior Member

    Re: Warranty 'attitude' at RV dealers

    I have never bought a TT, 5th wheel or MH from Ken, or had any warranty work done. I have on the other hand bought several other things from him, and will continue buying from him. Why you may ask? SIMPLE--- I trust him--- I know he has to make a profit to survive or could not pay his help and stay open. I never asked for a discount as I know he giving me the best price he can. I just wished everyone had a dealer/saleman as I do. THANKS KEN :laugh: :laugh: :laugh:
     
  11. WildWillyToo

    WildWillyToo New Member

    Re: Warranty 'attitude' at RV dealers

    Thanks Ken....
    Sometimes a look at reality can be an eye opener for people!

    It looks like you've got some loyal customers with Hollis & Maria! :laugh:
     
  12. try2findus

    try2findus Senior Member

    Re: Warranty 'attitude' at RV dealers

    And with Jeanie and Randy. We have also made a couple of purchases from GTS and have been 100% satisfied with price, delivery and his products!
     

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