National Indoor RV Centers (NIRVC) just shared its in-house Defects Per Unit (DPU) report by manufacturer for Class A, B, C, and Super C on its website. Ouch, the curtain has been raised. Not everyone is happy, especially the lower-scoring manufacturers.
As a result, customers can compare manufacturer quality based on how their new RVs arrive at the dealership. When a new motorhome arrives on the NIRVC lot, it goes through an extensive Pre-Delivery Inspection (PDI).
The same form and process are used at each location, guaranteeing consistency. How long will it take to remedy manufacturer defects before the customer picks it up? Are these mostly minor corrections or major problems?
What determines minor, medium, and major repairs?
According to NIRVC founder Brett Davis, “Any single repair taking 0.5 hours or less to repair is considered a minor defect. Any single repair between 0.51 and 1.99 hours to repair is considered a medium defect.
And, any single defect requiring over 2.0 hours to repair is being counted as a major defect, and a defect we believe should have been caught by the factory before shipping the unit to us. Our breakdown resembles the typical bell curve with 20% of the defects being minor defects, 70% being medium defects, and 10% being major defects.”
Determining the true cost of ownership
“Sharing our Defects Per Unit (DPU) with the public on our website is really the first of three reports we have tracked internally for many years and will soon be sharing. It reports quality directly from the manufacturer.
“The next will be Warranty Ratings for chassis, motorhome factory warranty, and the biggest of all to me… extended service plans (ESP). This reports on customer service after the sale.
“Finally, our historical database (12,000+) of the used coaches NIRVC has sold, and what the NADA Book Value was on the day of sale, will help customers understand the true cost of ownership by manufacturer. Which ones hold their value and which ones decline more rapidly?
The spread between the lowest at -20+% below book to 28% above book has the single largest impact on the cost of ownership, which determines the true value.”
How Tiffin responded
These reports are filed quarterly, so the Tiffin numbers are for this year only. “After we received our first Tiffin units last November, performed our PDIs, and filed our first warranty claims, I received a call from Leigh Tiffin. Leigh wanted to know if I would be willing to send one of our PDI teams to Red Bay to randomly perform a PDI on any unit of our choosing in front of his production team.
“I had never received such a request before, and we have been sharing our DPU reports with manufacturers since June of 2020. Naturally, I jumped at the opportunity and sent our PDI team out of Nashville to Red Bay. They were there inspecting and answering questions from Leigh’s team for a full day.
“From my vantage point, Leigh takes defects very seriously, and it has certainly proven to be the case in the numbers we collect and track for Tiffin since then.”
Expected results
“Bottom line, I believe the bright light of transparency in these three areas will allow coach buyers to make a more informed buying decision as it relates to quality, customer service of warranties, and cost of ownership. Armed with this information coach buyers can vote with their wallets and demand changes in manufacturer behavior.”
To see the results from the report for yourself, click here.
What about you?
Would this type of information affect your buying decision? Let us know in the comments!
Brett Davis, founder of NIRVC, explains the issues with the RV industry in the YouTube video below. This is for folks who want all the numbers, a deep dive!
About NIRVC
National Indoor RV Centers has locations in Atlanta, Dallas, Las Vegas, Nashville, Phoenix and Washington, D.C.
##RVT1175
Ok, so who rated highest & lowest.
The editor accidentally deleted my link to the report before publishing, but has added it back in near the bottom. It is https://www.nirvc.com/Manufacturers/DefectsPerUnit
It shows manufacturers by class of RV.
Where are the numbers?
https://www.nirvc.com/Manufacturers/DefectsPerUnit
Wow, this was very eye opening video, even with large inventory on dealers lots, it now becomes, are the units built well??, I think I’ll stay with what I have. Thank you for sharing
Here is the report link- https://www.nirvc.com/Manufacturers/DefectsPerUnit
No link to the actual NIRV article?
Somehow the link was deleted during editing. Here it is: https://www.nirvc.com/Manufacturers/DefectsPerUnit
Well, this article was disappointing. No link to the survey (https://www.nirvc.com/Manufacturers/DefectsPerUnit?) and the survey does not include non-motorized RVs.
The editor accidentally deleted my link to the report before publishing, but has added it back in near the bottom. It is https://www.nirvc.com/Manufacturers/DefectsPerUnit
It shows manufacturers by class of RV.
I recognize this program is just getting started and the numbers are likely owned by a dealer organization (National Indoor RV Centers) and while not stated, suspect there is a ban at this point on public disclosure. But I DO expect RV manufacturers will take notice, and try to either address the issues or make marketing twists of the stats to promote their units (probably a little of both). While too early to really know the impact, I applaud the effort to get through manufacturing skulls that what is hurting sales (and by ripple effect the whole RVing industry) is the crud that has been shipped to dealers.
The DPU numbers are published on their site. The others will be coming.
Is the article on defects per unit built an advertisement for Tiffin? Where is the substance and results of the survey for all coaches.
This exercise should be performed on the fifth wheel fleet as well. Folks spending upwards or $100,000. Or more on a coach have a right to know too.
Absent such data the manufacturers shall remain unaccountable for products used and assembly. “Not covered by warranty” and “…see your dealer” are simply unacceptable. They should be right out the gate.
NIRVC only sells motorhomes new, no 5vers. But what we need is more large dealers that A. Actually do a PDI prior to a sale, and B. A consistent process to accurately track and measure, and C. The fortitude to publish the results to the buying public.
This is a pioneering effort on Brett’s part that NIRVC is releasing this data publicly. I hope NIRVC is rewarded for it.
I am not affiliated with NIRVC.
In today’s world, the reward will be something along the lines of “NIRVC will no longer carry brand X because the manufacturer refuses to sell to a dealer that publishes embarrassing numbers about the quality (or lack thereof) of their units.”
So.. where’s the rest of the Story ?? Where can we see the results of the Survey. Why would you title the story “Survey ranks new RVs by number of defects”, and not include the results ?
I have a post pending with a link awaiting RVTravel approval.
The editor accidentally deleted my link to the report before publishing, but has added it back in near the bottom. It is https://www.nirvc.com/Manufacturers/DefectsPerUnit
It shows manufacturers by class of RV.
Go to their website, NIRVC, and the numbers are there under the tab: Learn.
I just went to their website. NIRVC.com, right? There is no “Learn” tab. Any further tips?
MENU first.
The editor accidentally deleted my link to the report before publishing, but has added it back in near the bottom. It is https://www.nirvc.com/Manufacturers/DefectsPerUnit
It shows manufacturers by class of RV.
Excellent article.
In 2019 we bought a 2017 Tiffin 31BR Breeze. It had around 7.5k mi. on it. The purchase was a fiasco. I surmised that perhaps 2017 was not a stellar year for TIffin, considering all the accolades they typically receive. We were never able to feel comfortable driving the unit in spite of throwing major $’s at rectifying numerous suspension issues and then upgrades. We sold it within a couple of years (2022).
Perhaps we were just unlucky, but it turned us off of the Tiffin mystique.
From everything I have read, Tiffin took a nose dive when Bob first retired. Bob was the driving force of the company’s quality and reputation. Hopefully, his grandson Leigh can rebuild and restore that.
Might be more difficult after acquisition by Thor
https://www.nirvc.com/Manufacturers/DefectsPerUnit
Go to the NIRVC website, go to “Menu” and then “Learn.”
Brett is a real customer advocate. Right now the DPU numbers are being shared. The others will be coming. Being an avid reader on the Newmar forum on IRV2, where Brett and his team post often, I’m aware of his programs.
This was not an ad for Tiffin. All the numbers are there, but remember that NIRVC is but one sales outlet, though I suspect a good sample. Brett is a meticulous numbers guy!
I have no affiliation with NIRVC.
The editor accidentally deleted my link to the report before publishing, but has added it back in near the bottom. It is https://www.nirvc.com/Manufacturers/DefectsPerUnit
It shows manufacturers by class of RV. I included the Tiffin response, but it could have just as easily been Newmar or any other one.
Pointless article without the link to the article and data. The video provides lots of data but it’s only covering market trends. It does not address the subject of this article. Went to the NIRVC.com website. Checked all the tabs and the page links at the bottom. It’s not there. Any help?
The editor accidentally deleted my link to the report before publishing, but has added it back in near the bottom. It is https://www.nirvc.com/Manufacturers/DefectsPerUnit
It shows manufacturers by class of RV.
Link to results here: https://www.nirvc.com/Manufacturers/DefectsPerUnit
I thought we were going to see names and #’s. Are those in his video? I like Brett Davis but his presentations are usually very long.
Sorry, Yes I’d like to see what NIRVC has found!
The editor accidentally deleted my link to the report before publishing, but has added it back in near the bottom. It is https://www.nirvc.com/Manufacturers/DefectsPerUnit
It shows manufacturers by class of RV.
Link to numbers: https://www.nirvc.com/Manufacturers/DefectsPerUnit
I found charts showing numbers by manufacturer here: https://www.nirvc.com/Manufacturers/DefectsPerUnit
You can select the type of RV(s) you want to check on.
This is information from only one (1) organization. Yes, this a sampling of the overall data domain, but I know from experience other dealerships / organizations either do the PDIs with their eyes closed or do not do one at all. So for me, this provides little value as we all are aware in the RV industry, quality is no one’s job.
Kudos to Brett for publicly releasing data NIRVC has been tracking a long time. More will be coming to flesh out a total quality picture.
Would you prefer no one did this? Agree it’s not the totality or end game…but it’s a bold start to release usable quality info. SOMEONE needed to do this and hopefully start a trend!
I’m looking at Class B vans and this reinforces what I’ve seen. There is clearly truth that you get what you pay for. I wish more mega-dealers would share what their numbers are related to manufacturing defects. I think it would be eye-opening.
Great idea. It’s about time someone started pushing back against the manufacturers who have been sending dealers inferior products for years with the problems only getting worse. Quality control means nothing these days. Too bad other dealers don’t do the same.
Thank you, Steve! 🙂 I wonder if Camping World will take this step? 🤔😯😆😅😂🤣 Oh, what WAS I thinking?!? Lazy Days? 🤔😯😆😅😂🤣 Hmm, … yeah, right. Congratulations and thanks to National Indoor! Thanks again, have a great week, safe travels, and safe stays! 🙂
Is there a similar list for camping trailers?
This should be industry wide. My Travel Trailer has the RVIA sticker and should follow the same standards and Regulations and the motorized RV’s.
That list should be first since travel trailers and 5th wheels are much more popular.