Service nightmare

[Bob K4TAX]

Remember I wrote, that the agreement is between the factory and the selling dealer. And you said, "That is why it is so difficult to get a retailer who didn’t sell coach to work on it." Sorry to say but it is your problem. I hate to hear or read where anyone gets in the middle on a warranty issue.

 

[Old Bubblehead]

Wish you luck.

You can be totally right, and never achieve satisfaction.

All these dealers are dealing with multitudes of folks with varying levels of issues. Each customer believes they are priority number one. The warranty approval, claim, reimbursement processes vary by manufacture but all are usually described as onerous, inefficient, slow, and difficult.

Identify what victory looks like for you and manage your expectations following that path.

 

[Kevin D Pem]

No matter how you stack it, when the dealer signed the rig in for repairs he or his agents agreed to fix it. 2 months and no repairs? the owner of the rig is not being unreasonable, should not be bullied into thinking the dealer is right in any way. If there was any reason for the company to feel they would not be able to get it worked on in a reasonable amount of time they should have been upfront about scheduling the work.

Me thinks the company needs to be charged a fee for using this rig as a stage prop. It's very presents on the lot can mislead others into believing they are busy and being responsible.

 

[Vinni]

Remember I wrote, that the agreement is between the factory and the selling dealer. And you said, "That is why it is so difficult to get a retailer who didn’t sell coach to work on it." Sorry to say but it is your problem. I hate to hear or read where anyone gets in the middle on a warranty issue.

Hi Bob. So you wrote all the contracts between Manufactures and dealer. We’re do you find the time? Since most coaches sit on dealerships lots for months wildling down on any end users claim time for claim against manufacture responsibility. Question Bob is the manufacture responsible for assembly of components provided to dealer to function as a fully functional compatible system? Or is the dealer responsibility to make it right? What we have created here is known as the great escape for both parties. Dealers and manufacture. Not such a good job for the end user. PS. To all Go power and WFCO are not compatible to interface together “quote Per Go Power Rep” Call them. Notice in pictures how they left out the cable between inverter and controller. Yes the cable comes with inverter. Someone needs to make a state for what is right even when owners didn’t make that agreement. How about some end user opinions .

 

[Bob K4TAX]

For some 15 years, I handled warranty claims between the factory and dealer for a particular industry. On an international basis too, I might add. I was in the factory and dealt with the dealers. Many times the dealer didn't process the warranty claims, paperwork, and such. They ordered parts that were charged to their warranty account. When the warranty claims were processed by the factory, the dealer warranty account was credited. Unfortunately, if the dealer didn't do the paperwork and didn't file claims for the work, their warranty account hit a credit limit and the dealer could no longer get parts. They of course blamed the factory, telling the customer they couldn't get parts from the factory.

I would likely get a call from a very angry customer. I would look into it. That means call the dealer and have a firm discussion. Either the dealer resolves the customer issues or the factory would send a technical support person or team to resolve the issue and then bill the dealer. Trust me, the dealer didn't want any part of that deal as it was very expensive. I then called the customer and assured them the dealer would resolve the issues to their satisfaction. As to the factory, the dealers work between the factory and the customers. Factories build products and normally don't provide service.

I'm not down on dealers. On more than one occasion I spent time showing, teaching, and explaining to dealers how they could make good money doing service work, be it warranty or non-warranty. And how it makes for great customer relations. Both the dealer and the factory wins.

Yes, it is normally the selling dealer that confirms the final delivery configuration and gets the unit ready for the customer. This is referred to, in most cases, as "dealer prep". Someone pays, either the factory or the customer. It is one of those "fees" associated with the sales agreement. In other words, a fee to clean, check, adjust, repair, and assure all systems are working correctly. Of course, the less the dealer does, the more money in their pocket, and the customer is the one that suffers. Labor and parts cost money.

There are many different methods to fairly compensate the dealer for their work. In some cases, the factory will hold back money for the dealer to do warranty work.

But still, in automobiles, boats, airplanes, and many other items, the dealer is responsible to the customer. One exception is where direct sales take place. Meaning the customer buys direct from the factory and no dealer is involved.

 

[Vinni]

Yes Bob that is all fine and dandy. The Problem being is that when you Factory started selling a solar system with inverter you also took the obligation to provide consumer a fully functional system. If that means using a different inverter than WFCO to provide in coach control of inverter at control center then so be it. WFCO inverters come with cable and remote control. I’m my case this wasn’t installed. Normally when production install inverter there is a remote at the control centers. Not the case here. I c cannot get the factory to agree to correct the matter that they have assembled a incompatible mismatched electrical system that doesn’t interface together. This is not what anyone would be expecting or wanting Or should expect. Before any dealer can work on coach dealer has to agree to make the corrections. They won’t. They lie and say “ Ready Accessible “ It just so happens that i am handicapped individual.1st of all all WFCO inverters come with interface cable and remote.Factory didn’t install a. Then they say that Go Power inverters are unreliable. I think that is opinion some might say a lie. As i see it if it goes to a dealer for repairs Forest River deny correcting electrical fi and fix the 13 other problems to there specifications factory warranty runs out. Then what happens?? I’m @#$KED!! And they continue peddling Lies, substandard coaches with a mismatched, electrical system that doesn’t work due to incompatibility problems because they don’t interface properly. Question Bob how would you proceed from this point? Would you agree when Forest river decided to offer solar option it was there obligation to assure system function is per owners manuals provided with coach. That isn’t what I have. They don’t want to fix it? Don’t seem right to me. Customer Satisfaction What a joke. Customer last concern.

 

[Vinni]

Correction “Before any dealer can work on coach manufacture has to agree to make the corrections. Sorry.

 

[Bob K4TAX]

Yes Bob that is all fine and dandy. The Problem being is that when you Factory started selling a solar system with inverter you also took the obligation to provide consumer a fully functional system. If that means using a different inverter than WFCO to provide in coach control of inverter at control center then so be it. WFCO inverters come with cable and remote control. I’m my case this wasn’t installed. Normally when production install inverter there is a remote at the control centers. Not the case here. I c cannot get the factory to agree to correct the matter that they have assembled a incompatible mismatched electrical system that doesn’t interface together. This is not what anyone would be expecting or wanting Or should expect. Before any dealer can work on coach dealer has to agree to make the corrections. They won’t. They lie and say “ Ready Accessible “ It just so happens that i am handicapped individual.1st of all all WFCO inverters come with interface cable and remote.Factory didn’t install a. Then they say that Go Power inverters are unreliable. I think that is opinion some might say a lie. As i see it if it goes to a dealer for repairs Forest River deny correcting electrical fi and fix the 13 other problems to there specifications factory warranty runs out. Then what happens?? I’m @#$KED!! And they continue peddling Lies, substandard coaches with a mismatched, electrical system that doesn’t work due to incompatibility problems because they don’t interface properly. Question Bob how would you proceed from this point? Would you agree when Forest river decided to offer solar option it was there obligation to assure system function is per owners manuals provided with coach. That isn’t what I have. They don’t want to fix it? Don’t seem right to me. Customer Satisfaction What a joke. Customer last concern.

If you can't get a resolution from the selling dealer after making a concerted effort to do so, nor does the factory offer any satisfactory solution, the next step would be to contact your attorney. That of course will quickly consume the $1000's of dollars you, a CA resident, saved by purchasing from the Ohio dealer.

As to warranty terms, usually, a warranty starts with the point of sale and date of sale or delivery to the customer. Of course, some states have different laws regarding warranty responsibility and terms. Again, your attorney would have to research these points.

I feel for you and understand your pain in the matter. Seems to be a very unfortunate situation.

 

[Vinni]

Contact the manufacture customer service and see what they are willing to do. If there are manufacturing defects, such as the black tank drain issue, they should offer a path to restoration of use. Follow the guidance offered, catalog every defect and get agreement between parties on what is covered and how it will be resolved.

There is no set it and forget it solution to RVing. The state of play is the squeaky wheel gets the grease. The more a PIA you are the more urgency the dealer has to move you along. if you love your rig, want to be able to enjoy it next season, you will have to be hands on in a heavy way.

Best of luck

Thank you Bubblehead.That is exactly what I am trying to . As anyone can see this isn’t right. It is there responsibility to provide a fully functioning compatible electrical system that interfaces correctly with all components installed. Maybe the should bring a electrical engineer for the engineering of what they are pushing out to unaware consumers. Then spew deceptive falsehood statements to get out of there responsibility. If anyone else has this issue please chime in. Thanks for all the help.

1) Window valances were either missing fasteners or had been stripped from being overnighted. Then they put screws in wall next to bracket to temporarily hold it to wall. (2) Glass stove cover hinge fastener fell out while traveling. (3) Refrigerator light doesn’t stay in wall of refrigerator Faulty tabs wont hold. Refrigerator also runs hot while in travel on propane 54+Degrees. (4) Sewer Black water valve doesn’t seal properly every time I remove cap outer a cup of raw sewage comes out. (5) Water pump switch in compartment Quit working. (6) The controller center A/C inverter Button on controller Doesn’t turn off or on the inverter. (7) Closets Doors are missing catches to hold them in place during travel. There are pilot holes in frame but no catches. Don’t no how long they are supposed to last. (8) Celling fan blade bracket broke while traveling. (9) Front compartment Led light switch has failed. (10) Protruding screws were LP Hose connects for outside grill. Ouch! (11) Trash and screws left in floor ductwork. (12) Wood trim at some cabinets stamped with excessive gaps Exposing raw wood. This leads one to question Quality Control? (13) Gouges in flooring covered up with Repair Tape to cover up.