Since we're sitting around the virtual campfire I'll share my opinion, you may not like it, but it's food for thought. I've had several conversations with Brett Davis, super friendly and he will go to great lengths to ensure his customers (and prospective customers) are taken care of. But is this right? Should customers be going straight to the top and bypassing the GM's and expecting priority service for whatever reason? Brett is the CEO of two huge businesses; Global Financial and NIRVC. NIRVC is expanding rapidly both in dealerships and indoor storage facilities. As you can imagine he's extremely busy growing and running his businesses and has people that should be taking care of the customers. Many of us know his cell phone number, email address, etc. and have used it. And he will take those calls, but in my opinion if anyone has to do that something is broken somewhere along the line.
If customer X has a problem and has to go to Brett and Brett gets them in somewhere then someone else is being bumped, someone that likely went through proper channels, scheduling, service, and is now delayed because someone got put in front of them. I sure wouldn't be happy and I actually went to NIRVC Lewisville for an interior/exterior detail and my appointment was not honored, I had to wait for whatever reason and at some point a day later I had to escalate which was unfortunate. That detail manager was terminated not long after that situation but the point is people make appointments and schedule services. RV service is painful, there aren't enough techs, we all know this.
So let's take this to Newmar as an example, how many have gone direct to the CEO of Newmar to get something handled? I'd bet very few if any. Newmar's service system works well. You deal mainly with your tech and 99% of the time it's a great experience. If the tech doesn't handle things you move up to the group leader, and most likely will never have to go above that because the services are handled well at the lower levels. Each NIRVC facility has a part owner (I believe) and GM that should be handling the matters. Going to the CEO should NEVER have to happen.
I know of several fellow Newmar owners that had some major warranty work done that would have never happened if it wasn't for Brett's involvement. That is unfortunate that it has to work that way, but it did.
@Jim is battling getting his Newmar fixed properly at a NIRVC location, is the only answer for him to go to Brett to get the matter handled properly? I can think of a few others that have decided not to go direct Brett and bite the bullet and go through the proper channels and schedule service and hope for the best because going to Brett is the wrong answer.
So yes, it's great to have that life line to call, text, email when things don't work how you think they should or in dire need but I don't believe it's the right process. The people you hired should be doing the job and chain of command, as we know it so well in the military, should be the way to handle matters.
