Hi Guys
We had the long awaited collection of the brand new 2006 Fleetwood Expedition yesterday.
First, a very brief bit of background :-
We decided on Lazydays for our main dealership visit following mostly good reports from members of various forums.
We were definately going to buy a coach from someone as we were already in the US and were committed to doing so.
We had already narrowed-down our choices and knew roughly what we could reduce the asking price to.
Whatever we purchased. we needed amber turn indicators and a high-density fog lamp for the rear of the coach - these are to legally drive when we take to the UK.
To cut a long story short, we decided on the Fleetwood Expedition at Lazydays. It was a very quick choice for us after standing in a Sportscoach and Expedition as viewing the headroom and options.
We told our Sales Rep what we wanted and placed a cash deposit. We then arranged the balance transfer from the UK. However, due to various requirements back home, we stated that we couldnt sign the paperwork until Feb 1st.
We were told that wasnt a problem - it would give them 3 weeks to get the coach ready (and prepare for our required changes), and that we could spend the night of the Feb 1st at Lazydays.
They were very clear that following the walk-thru of the coach and our overnight stay, we would find some issues that needed to be dealt with, but that they (unless serious) would be sorted before we left at 3pm on the following afternoon.
During those 3 weeks, our Sales Rep, the resident Fleetwood Rep and finally our Delivery Co-Ordinator exchanged several emails.
We expressed our need for the modifications to be taken care of on the 1st - after we had signed the paperwork. We had already confirmed that we would be paying for these items as extras.
During those 3 weeks, I was repeatedly told "do not worry, go and enjoy Florida, it will be sorted".
I was really concerned that these things would be forgotten, so I sourced various suppliers for the parts to match those on the coach and emailed the details to Lazydays, thinking they would appreciate having access to parts not usually used in the US.
We also visited Lazydays during those 3 weeks to sit-in and admire our new coach. This gave us a chance to highlight little problems prior to collection - front turn indicator bulb blown, missing sink plug, etc - the kind of thing that could be corrected in minutes.
Anyway, we arrived on the 1st.
We spent 20 minutes with the Business Manager and signed for the coach. It was VERY relaxed and handled very professionally - even our LLC registration.
Following an early lunch, we sat for 2 hours whilst waiting for our walk-thru. A nice lady kept coming across and letting us know someone would be with us "in about 20 minutes", but it was 2 hours. If they had just said 2 hours, we could have gone to a seminar or shopped for things we needed at Camping World, but we just had to sit there.
Whilst waiting, we again expressed our concerns to one of the Sales Reps we knew (ours was on a course for 4 days), and he took us into the service bay to show us the rear indicators we had requested. Unfortunatetly, they were a completely different design and make to those on the coach (and those we had emailed to them). They had a thick rubber seal around them, where the Expedition has a black metal seal. We were assured they would pop the lights out and use the Fleetwood seal.
We also pointed out that the lense was missing from a light above the front door.
When we finally did our walk-thru at 3pm several problems (99% minor) were highlighted.
The amber turn indicators hadnt been installed with the Fleetwood seal, and they just dont look right against all the other Fleetwood lights - one of the lenses was clearly at an angle which made it worse. This was just careless.
Some very minor problems were :-
....lense still missing above the door.
....rear ladder didnt fit the coach.
....front indicator bulb still blown.
....sink plug still missing.
....various marks on the woodwork.
....ceiling vent not slotted firmly in place.
....veneer peeling from wall.
....marks on fridge door.
Other problems included :-
....chipped paint in several places.
....large cut in sink basin.
....damage to co-pilot chair.
....chip in windshield.
....dents on edges of various bay doors.
....switches damaged.
So, given that most of the problems were reported by 5pm on the 1st - and after being informed someone would come and see us early on the 2nd - we were hopeful that the minor issues would be sorted by the time we had to leave at 3pm.
Well, after making several phone calls to Lazydays staff during the day, not a single thing had been sorted by 3pm.
We sat with our Delivery Co-Ordinator who explained the following to us :-
Because the various problems MUST have been damaged by Fleetwood, they would all have to be claimed by Lazydays on the Warranty. This would involve emailing details to Fleetwood and waiting (upto 3 days) for authorization to do the work.
I explained that, as they had several new Expeditions still UNSOLD, they could remove the appropriate items and place them in our coach. We even checked the ladders on the other coaches and they were fine. They could then wait for the authorisation and repair the effected items, ready for when they finally sell the coach.
I was told, very firmly, that this was not policy and that we would have to wait for the authorization from Fleetwood.
So, an authorization is needed for a SINK PLUG, another for a LADDER, another for the Vent to be fixed in place, another for a plastic lense and even an authorization for a LIGHT BULB !!!
We were expected to drive away and return when these authorizations have been obtained - What a joke for after-sales service !!
We had no problem leaving it a week and returning for the paintwork and dents to be sorted, but for a light bulb ?
In the end, we had a very lengthy difference of opinion until it was agreed at 4.30pm that someone would indeed try to sort the very easy problems - it only took 24 hours.
Now, we are having to pay to stay at Rallypark for 2 nights whilst they do the repairs - the refuse to cover the camping fees.
Finally, they presented us with the bill for the rear amber lights - charging us $128 for parts which were far inferior to the ones we had suggested, which cost $60. They even tried to keep the brand new lights they had taken out, which we had paid for with the coach.
So, would you say I was acting unreasonably by expecting a little bit of customer service after spending $130k with them ?
Sorry for the lengthy rant - at least it's off my chest for today.
Paul
We had the long awaited collection of the brand new 2006 Fleetwood Expedition yesterday.
First, a very brief bit of background :-
We decided on Lazydays for our main dealership visit following mostly good reports from members of various forums.
We were definately going to buy a coach from someone as we were already in the US and were committed to doing so.
We had already narrowed-down our choices and knew roughly what we could reduce the asking price to.
Whatever we purchased. we needed amber turn indicators and a high-density fog lamp for the rear of the coach - these are to legally drive when we take to the UK.
To cut a long story short, we decided on the Fleetwood Expedition at Lazydays. It was a very quick choice for us after standing in a Sportscoach and Expedition as viewing the headroom and options.
We told our Sales Rep what we wanted and placed a cash deposit. We then arranged the balance transfer from the UK. However, due to various requirements back home, we stated that we couldnt sign the paperwork until Feb 1st.
We were told that wasnt a problem - it would give them 3 weeks to get the coach ready (and prepare for our required changes), and that we could spend the night of the Feb 1st at Lazydays.
They were very clear that following the walk-thru of the coach and our overnight stay, we would find some issues that needed to be dealt with, but that they (unless serious) would be sorted before we left at 3pm on the following afternoon.
During those 3 weeks, our Sales Rep, the resident Fleetwood Rep and finally our Delivery Co-Ordinator exchanged several emails.
We expressed our need for the modifications to be taken care of on the 1st - after we had signed the paperwork. We had already confirmed that we would be paying for these items as extras.
During those 3 weeks, I was repeatedly told "do not worry, go and enjoy Florida, it will be sorted".
I was really concerned that these things would be forgotten, so I sourced various suppliers for the parts to match those on the coach and emailed the details to Lazydays, thinking they would appreciate having access to parts not usually used in the US.
We also visited Lazydays during those 3 weeks to sit-in and admire our new coach. This gave us a chance to highlight little problems prior to collection - front turn indicator bulb blown, missing sink plug, etc - the kind of thing that could be corrected in minutes.
Anyway, we arrived on the 1st.
We spent 20 minutes with the Business Manager and signed for the coach. It was VERY relaxed and handled very professionally - even our LLC registration.
Following an early lunch, we sat for 2 hours whilst waiting for our walk-thru. A nice lady kept coming across and letting us know someone would be with us "in about 20 minutes", but it was 2 hours. If they had just said 2 hours, we could have gone to a seminar or shopped for things we needed at Camping World, but we just had to sit there.
Whilst waiting, we again expressed our concerns to one of the Sales Reps we knew (ours was on a course for 4 days), and he took us into the service bay to show us the rear indicators we had requested. Unfortunatetly, they were a completely different design and make to those on the coach (and those we had emailed to them). They had a thick rubber seal around them, where the Expedition has a black metal seal. We were assured they would pop the lights out and use the Fleetwood seal.
We also pointed out that the lense was missing from a light above the front door.
When we finally did our walk-thru at 3pm several problems (99% minor) were highlighted.
The amber turn indicators hadnt been installed with the Fleetwood seal, and they just dont look right against all the other Fleetwood lights - one of the lenses was clearly at an angle which made it worse. This was just careless.
Some very minor problems were :-
....lense still missing above the door.
....rear ladder didnt fit the coach.
....front indicator bulb still blown.
....sink plug still missing.
....various marks on the woodwork.
....ceiling vent not slotted firmly in place.
....veneer peeling from wall.
....marks on fridge door.
Other problems included :-
....chipped paint in several places.
....large cut in sink basin.
....damage to co-pilot chair.
....chip in windshield.
....dents on edges of various bay doors.
....switches damaged.
So, given that most of the problems were reported by 5pm on the 1st - and after being informed someone would come and see us early on the 2nd - we were hopeful that the minor issues would be sorted by the time we had to leave at 3pm.
Well, after making several phone calls to Lazydays staff during the day, not a single thing had been sorted by 3pm.
We sat with our Delivery Co-Ordinator who explained the following to us :-
Because the various problems MUST have been damaged by Fleetwood, they would all have to be claimed by Lazydays on the Warranty. This would involve emailing details to Fleetwood and waiting (upto 3 days) for authorization to do the work.
I explained that, as they had several new Expeditions still UNSOLD, they could remove the appropriate items and place them in our coach. We even checked the ladders on the other coaches and they were fine. They could then wait for the authorisation and repair the effected items, ready for when they finally sell the coach.
I was told, very firmly, that this was not policy and that we would have to wait for the authorization from Fleetwood.
So, an authorization is needed for a SINK PLUG, another for a LADDER, another for the Vent to be fixed in place, another for a plastic lense and even an authorization for a LIGHT BULB !!!
We were expected to drive away and return when these authorizations have been obtained - What a joke for after-sales service !!
We had no problem leaving it a week and returning for the paintwork and dents to be sorted, but for a light bulb ?
In the end, we had a very lengthy difference of opinion until it was agreed at 4.30pm that someone would indeed try to sort the very easy problems - it only took 24 hours.
Now, we are having to pay to stay at Rallypark for 2 nights whilst they do the repairs - the refuse to cover the camping fees.
Finally, they presented us with the bill for the rear amber lights - charging us $128 for parts which were far inferior to the ones we had suggested, which cost $60. They even tried to keep the brand new lights they had taken out, which we had paid for with the coach.
So, would you say I was acting unreasonably by expecting a little bit of customer service after spending $130k with them ?
Sorry for the lengthy rant - at least it's off my chest for today.
Paul