Frustration with dealer service department

[REWahoo]

I apologize in advance but I just have to vent.

I've had the new 5th wheel we bought in early April in for warranty work twice. Both times the items have been mostly cosmetic and reasonably minor - trim work, replacing a gasket, etc. Both times it has taken far longer than it should have - and far longer than I was told it would take - to get the work done. And today I learned why.

The same technician doing the repair/warranty work also does PDIs when someone takes delivery of a new trailer. The guy who had been scheduled to work on my trailer when I dropped it off a week ago has not even started on it yet. He's just finishing up working on trailers promised to be done ahead of mine. He's days behind in his work because he gets pulled off repairs to do PDIs for new trailer delivery - as many as three a day. And that takes priority over service work.

The service guys apparently all hate the system because they can't schedule with any accuracy when the sales force has first say over their worker's time. And guys like me complain and get frustrated with the service department because we have something we paid good money for sitting on the lot not even getting looked at, much less worked on.

What a screwed up business model.

</rant off>

[DanNJanice]

Originally Posted by REWahoo

I apologize in advance but I just have to vent.

I've had the new 5th wheel we bought in early April in for warranty work twice. Both times the items have been mostly cosmetic and reasonably minor - trim work, replacing a gasket, etc. Both times it has taken far longer than it should have - and far longer than I was told it would take - to get the work done. And today I learned why.

The same technician doing the repair/warranty work also does PDIs when someone takes delivery of a new trailer. The guy who had been scheduled to work on my trailer when I dropped it off a week ago has not even started on it yet. He's just finishing up working on trailers promised to be done ahead of mine. He's days behind in his work because he gets pulled off repairs to do PDIs for new trailer delivery - as many as three a day. And that takes priority over service work.

The service guys apparently all hate the system because they can't schedule with any accuracy when the sales force has first say over their worker's time. And guys like me complain and get frustrated with the service department because we have something we paid good money for sitting on the lot not even getting looked at, much less worked on.

What a screwed up business model.

</rant off>

The best bet is, if it is not something major, just let the dealer know and schedule it in during the off season. If it is not to difficult, just do it yourself.

[Marcm157]

Originally Posted by DanNJanice

The best bet is, if it is not something major, just let the dealer know and schedule it in during the off season. If it is not to difficult, just do it yourself.

This^^^^^^^^

[REWahoo]

Originally Posted by DanNJanice

The best bet is, if it is not something major, just let the dealer know and schedule it in during the off season. If it is not to difficult, just do it yourself.

Good advice, something I'll definitely follow once this repair work is done and I get the trailer home again.

[PonyExpress]

so who's the dealer?

[REWahoo]

The one 20 miles west of you.