When a dealer receives a bad product from the manufacturer...

[Neal]

You're a dealer for RV's and you receive something obviously not normal in quality and expectations. What is the right thing to do? Do you detail it up and deliver it to the customer so you get your money? Do you send it back to the factory and make sure it's right? Do you pass it off to the customer and let them deal with the manufacturer for warranty repairs? Who is responsible for the quality of the deliverable? Are you a transfer agent acting on behalf of the manufacturer? Is the customer buying from the dealer or the manufacturer? This can apply to any vehicle. But I'm curious what ownership dealers are taking when we know there are major quality issues in the motorhome industry.

 

[redbaron]

The dealer is under a much higher value contract with the manufacturer.

The customer is the last consideration.

If a customer complains about an issue, then the dealer should work to resolve, but they will try to minimize time and cost.

That's why my Call to Action specifically directs you to Newmar customer service, bypassing the dealer.

 

[MapNerd]

This is one of the things I really like about Newmar - not having to talk to a dealer until it’s time to schedule work.

 

[Neal]

I do like that I don't have to go through my dealer for Newmar to arrange work. That would suck. But that's off topic.

 

[Old Bubblehead]

I have yet to hear of a scenario where an RV is returned to the factory. Maybe it happens, but one can only imagine how bad those RV's must be to have that happen. We wouldn't hear about it most likely. We hear/ read about the multitude of RV's delivered with poor build quality and then the gyrations people go through to correct. Since the normal dealer MO is to have the customer sign docs prior to inspection, they seem to be trying to drive the onus to the customer to seek remedy. Only those customers that get independent inspections or demand their own inspection prior to signing for ownership maintain a power positions. the others are left with a post delivery punch list. I think you questions are valid, and timely. Unfortunately there are many answers, and most of them lead to pain for the customer.

 

[Joe Hogan]

This is one of the reasons we chose to go with a Newmar, having a Factory Service program. Dealers typically are busy selling and/or prepping units for sale rather than repairing/maintaining customer after sale products.
Unless you have a long standing relationship with a retail dealer (having bought many units over years) you will typically be scheduled last for ongoing maintenance or warranty repair.
This has been my experience.

 

[MapNerd]

This is one of the reasons we chose to go with a Newmar, having a Factory Service program. Dealers typically are busy selling and/or prepping units for sale rather than repairing/maintaining customer after sale products.
Unless you have a long standing relationship with a retail dealer (having bought many units over years) you will typically be scheduled last for ongoing maintenance or warranty repair.
This has been my experience.

The option of a Factory Pickup was a major deciding factor for us as well. Had to pay for it but it was worth every cent to us and I wouldn’t do it any other way.

 

[redbaron]

The option of a Factory Pickup was a major deciding factor for us as well. Had to pay for it but it was worth every cent to us and I wouldn’t do it any other way.

I have always made the same statements. 2 Factory Deliveries--always thought that was the only way.

I am now trying a different approach. Time will tell if that was the right call or not.

 

[MapNerd]

Looking forward to the review.

 

[redbaron]

Looking forward to the review.

My pending delivery has me up at nights. It is very similar to taking on a new client after reading the pre-action reports that contain nothing but a list of all the problems and a list of all the previous failed attempts to resolve by previous companies.

The only solution is to face it head on and hope for the best.

 

[MapNerd]

 

[Neal]

Putting this thread back on track, let me ask. If you buy a Jeep, Chevrolet, Ford vehicle and have problems with it. Lots of problems. Do you go to the manufacturer or your dealer? Who is responsible for your purchase and who do you expect corrective action from?

 

[DONMC]

I had a couple issues with my Class C and took it to the dealer, but they conned me and told me it wasn't under warranty when it was. I contacted the manufacturer and they just gave me the run around and referred me back to the dealer. I ended up paying out of pocket for the defect.

 

[MapNerd]

Putting this thread back on track, let me ask. If you buy a Jeep, Chevrolet, Ford vehicle and have problems with it. Lots of problems. Do you go to the manufacturer or your dealer? Who is responsible for your purchase and who do you expect corrective action from?

That’s a bad analogy. RVs are not cars. As bad as car dealerships are, an automotive like sales and service experience is still a dream we’re all waiting for. Brett is working on it.

The better analogy would be a 50’ yacht, because that’s what these things are. It’s not just a powertrain and seats. There’s plumbing, electrical, propane, residential-style furniture, generators, rooftop air conditioners.

So if you buy a 50’ yacht, and you have a lot of problems, do you take it to the dealer or manufacturer? I would wager it’s the manufacturer for severe or numerous problems. Just like an RV.

 

[redbaron]

Putting this thread back on track, let me ask. If you buy a Jeep, Chevrolet, Ford vehicle and have problems with it. Lots of problems. Do you go to the manufacturer or your dealer? Who is responsible for your purchase and who do you expect corrective action from?

You have never owned a jeep, and it shows

Dealers for Jeep ( and all of Stellanis in general, but specifically CDJR) are notoriously bad at service. It is very common to get in contact with FCA corporate and open a case, and then get redirected to another dealer with a tech that has been certified by FCA. This process repeats itself until one decides it is not worth the hassle, and finds another shop to perform the work, thus forgoing the warranty.

I really wish FCA handled service as well as Newmar does.

 

[redbaron]

That’s a bad analogy. RVs are not cars. As bad as car dealerships are, an automotive like sales and service experience is still a dream we’re all waiting for. Brett is working on it.

The better analogy would be a 50’ yacht, because that’s what these things are. It’s not just a powertrain and seats. There’s plumbing, electrical, propane, residential-style furniture, generators, rooftop air conditioners.

So if you buy a 50’ yacht, and you have a lot of problems, do you take it to the dealer or manufacturer? I would wager it’s the manufacturer for severe or numerous problems. Just like an RV.

Or does the MFG come to you? Do boats even have a warranty?

 

[MapNerd]

Or does the MFG come to you? Do boats even have a warranty?

They don’t come to you and yes, but they worth about as half as much as a bad RV warranty.

 

[redbaron]

They don’t come to you and yes, but they worth about as half as much as a bad RV warranty.

What does one do with a modest 80ft boat in need of warranty repair?

 

[MapNerd]

Being in need of a f warranty repair doesn’t have to mean it’s no longer sea worthy, the same as it doesn’t meant an RV isn’t road worthy. You use it if you can, otherwise there are ways to safely move a non-sea worthy boat wherever it needs to go.

 

[Old Bubblehead]

When we had a boat I don't remember there being much talk around the marina about warranty issues. I remember a lot of discussion around how to keep boat fully functional and esthetically pleasant while dealing with an adverse environment and heavy use. There where conversations around what boat yards where good with specific types of repairs or maintenance. Of course this was all pre-interweb days, so they were face to face conversations or cocktail hour discussions.
I was just having a conversations with someone recently about social media intensifying problem magnitude, and extending market memory of issues.
Just the times we live in I guess.