Is RV industry’s focus more on selling RVs or properly caring for existing customers?

In this column, we summarize some of your emails and comments regarding RV service centers and repairs (we asked you to submit your stories here). We’ll tell you all: the best, the good, the bad and the ugly. At the end of this article, you’ll find a place to submit your own comments. I encourage you to do so.

Keep in mind, we typically only present one side of the story. Also, any remarks about service centers and mobile techs mentioned are the opinions of our readers and not necessarily those of RVtravel.com. 

Here’s what you had to say:

Nanci’s note

I am kind of jealous of so many of the RVers out there who write in about finding someone they always take their rig to. We have not found that special someone yet. Either we need to wait weeks or months for an appointment, they don’t work on what is wrong, or we have used them and were deeply disappointed.

We periodically take our RV back to the manufacturer, and a lot of the mobile techs that had once been their employees have had good to great results. That is, however, about 1,600 miles out of the way.

So, sigh, perhaps we will just need to use one of the recommended ones in this column on our way north or south.

Have you used one of the service and repair centers or a mobile tech recommended here by one of our readers? How was your experience? Tell me in the comments or the form below.

Now, for our readers…

Does the RV industry believe it is better to keep a customer or easier to just get a new one?

Jim J. writes, “Gulf Stream Coach continues to deny that the diamond plate is a structural component of the sidewalls of our GS 189DD travel trailer and therefore not covered under their 3-year structural warranty. However, they allocate one hour of labor to replace the diamond plate. So obviously, my claim is not their first experience. And if you are persistent, GS has done ‘courtesy’ coverage. Needless to say, no RV tech is going to agree that you can remove, make repairs, and replace this component—and do it right—in one hour.

“My bill from Princess Craft RV (who, by the way, did the repair well) was close to $1,300. I settled with Gulf Stream for the cost of the diamond plate and two hours of labor for $506.32. While this check has not yet arrived, I trust that it will within the next week or two.

“My overall opinion is Gulf Stream’s and—based on this RVtravel.com ongoing column, in general—the RV manufacturing industry’s first reaction to most claims is to deny coverage under its warranty contract. The goal is to dissuade the consumer from bothering them to stand behind their product. And if they do agree, they don’t offer an authorized dealer realistic labor time—and perhaps materials—to do effective repairs.

“Back in my Introduction to Marketing college class, the mantra was that it is easier and more cost-effective to keep a customer than to acquire one. That does not seem to be a concern in the RV industry.”

The RV is falling apart!

Mark T. says, “We purchased a Jayco Eagle, which was delayed in delivery. We should have known it was just the beginning of our issues. Don’t get me wrong, we love the Eagle layout, it’s just the constant list of issues. We first saw our unit in February; it had just been delivered to the dealership in Bath, NY. It was completely covered with road salt, and many parts were rusted, and some needed to be replaced. The list was compiled and addressed in November of that year.

“Since then, we have had the kitchen sink fall out twice, which I finally fixed myself, and the large slideout had to be completely pulled out and rebuilt at a quoted price of $4,200. We were told it was out of warranty many times. Finally, we split the cost of the repair, and we now have the second large slide not wanting to extend or retract without human intervention. God only knows what that cost will be.

“The camper has been in the shop more than on the road. Again, love the layout, but the thing is falling apart around us. Not impressed with Jayco. I highly recommend that you don’t purchase one.”

The hardest part of repairs is getting parts

Chuck B. wrote, “We have been very fortunate that our technician lives in our area, so we contact him and he has never disappointed us. The biggest problem we have had is getting the parts from the manufacturer.”

Best in the U.S.!

Robert B. said, “I have dealt with several RV and auto places over the years. Own a Winnebago 2018 Minnie Winnie with a 450 Ford V-10 chassis. Highly recommend Metro Ford in Schenectady, NY. Professional mechanics and fair prices. It’s the best place for an RV on a Ford platform. Been there a few times. They are the BEST I have found in the whole USA.”

Luckily there was a tech on site or Chris’s trip would have been ruined

Chris S. wrote, “Had a recall from Newmar on my 2022 Ventana 3907 to replace the water supply lines to my two toilets as the originals could possibly develop leaks. Took the motorhome to Albany RV, now Blue Compass, where I purchased the unit, for the repair. The service bulletin from Newmar said water lines would be updated and checked for leaks.

“Made an appointment and waited while repairs were made. Got home and discovered they did not fasten the main toilet to the floor. Took the unit back and waited for the fix. After getting the unit back, I discovered it was not repaired.

“Sat in the parking lot while a tech fastened the toilet as we watched. A couple of weeks later, we took the motorhome for a week-long trip to Cape Cod and hooked up for the first time after the service. Turned on the water supply, and water began pouring out of storage compartments below both toilets.

“Luckily, there was a tech on site who came to help us. He discovered that the new water supply hoses were both leaking. The techs at Albany RV/Blue Compass never put washers back in hoses. The washers were left on the floor below each toilet. They never checked for leaks before we picked the unit up.

“Except for the tech who helped us and made the fix by installing the washers, the trip would have been ruined. All Albany RV/Blue Compass did was apologize and say they would take this as a learning experience for them and their tech. Absolute incompetence. Sales department was great, service department was as bad as it gets!”

 Editor’s note

Note from RVtravel.com: If hiring a mobile tech, a small or mega service center, make sure that they are experienced in the issue and have insurance in case something goes wrong. Also, check their warranty policy on the work they perform. Check reviews too and read between the lines—if the review sounds way too good to be true it might be. Compare with several reviews and not just the ones on their website.

Questions for you about RV service

We’ll continue to share stories of your RV service experiences. We want to know:

• Have you had good luck with great service or not so much?
• Did you get good service from knowledgeable technicians?
• Are you waiting to get into a service center or have a mobile tech come out?
• What has been the average time to get an appointment?
• Has your RV been in a service center for a while?
• Are you able to get any mobile techs to come out?
• Are the service centers able to get parts?
• When you do get the repairs done, is the price reasonable?

Please fill out the form below and tell us what your experiences have been like. It can be a horror story, an opinion about what’s going on, a positive experience, or anything else related to the topic. We want to know the great, the good, the bad, and the ugly!

Check back next week for more on RV service centers. See you then.

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