Factory delivery

[watt]

Hi all,

John L. here. Just joined, left a note in the introduce yourself section. While I haven't taken the plunge quite yet I have a question. I see quite a few comments suggesting if the coach one whishes to buy has the option of taking deliverly from the factory one should do that. Why is this a good idea and I assume one would still 'buy' the rig from a local dealer?

Thanks,

John

 

[John From Detroit]

Due to the nature of Motor Homes they are driven from the factory to the dealer rather than hauled on a truck, This means one person has to drive up and be brought back by train, bus or plane, this is expensivfe, even at minimum wage.

Also, one of the things you should do at time of delivery is take a guided tour of your rig, the tour guide, a maintance technician, will explain every knob, valve, circuit breaker, and other aspect of your rig, He will explain the water system (Fresh and waste) the furnance, the air conditioners the emergency escape hatches, how the slides work, how the jacks work and all the other things that you need to know, and trust me, you need this tour.

Some dealers give a 30 minute quicky, and to be honest, some owners that may be enough (When coupled with forum membership)

But a 2 day tour might just be better.... So you live in the rig for a couple of days on the factory lot

 

[Ned]

There are several advantages to a factory delivery.  You are assigned one or more technicians to see that any and all problems you find are fixed.  They have ready access to parts without having to have them shipped in.  You won't be rushed to get going as you often are at a dealer, he's done with you once you give him the money.

Yes, you still buy from a dealer, but since he doesn't have to pay for the delivery trip, doesn't have to do a PDI, and won't have those numerous initial problems to fix, you can often negotiate a better price if you specify factory delivery.

 

[Gary RV_Wizard]

Factory delivery gives you direct access to well-trained technicians who know your make & model intimately - work on it every day. And of course all the parts and equipment needed for a high quality repairs of any type.  And since factory techs are on the manufactuer payroll, they are motivated more by quality goals than by the clock.  It's the best way to get the inevitable initial set of problems fixed right.

It is increasingly common for factory delivery to have an extra charge associated with it but in myopinion it's worth the price. And as Ned says, you may be able to offset any extra charge with reduced delivery costs (wil vary by dealer's distance from the factory) and reduced dealer cost for pre-delivery inspecton and make-ready.  But if you order through a dealer who is near thefactory anyway, delivery cost savings are insignificant.

Not all manufacturers offer factory delivery and some offer it only for mid-high end motorhome models.

 

[AlGriefer]

WE did a factory delivery on our new Monaco in June.  The was a charge for it, but it was offset by the delivery charges you would normally pay for having the RV delivered.

We spent the night before delivery in our old RV at the Monaco Service Center in Harrisburg, OR.  They have water and eletric hookups for 40-50 RVs anda number of additional dry camping spots.  This place is also referred to as "Camp Monaco."

The next morning the Monaco tech met us at our RV and took us to the new coach and went over all the systems, followed by about a 20 mile shakedown run.  We found a number of minor issues, most of which were fixed immediately.  We then moved our stuff into the new RV and spent the night at "Camp Monaco." 

The following day, we reported a few more issues that we found overnight to the tech who immediately started working on them.  while he was doing thta, we attended a number of seminars that Monaco offers continuously at the service center including a Ladies Driving Course.

The next morning most of the issues were fixed and we took off to Newport Shores for a few days.  On the way home we stopped back at Camp Monaco for a day (two nights) to get an item that had to be custom made.

Would I do factry delivery again?  HECK YES!  ;D

You asked about buying from the local dealer.  I feel that location of the dealer is of minimal importance, far after reputation, accessibility and RV price.  There is a vast difference between dealers!  The dealer I bought my coach from happened to be my previous dealer, but he was also the cheapest of eight dealers I got quotes from.  He was close to my home for my first coach, but he's now 600 miles away from "home."  He even picked up my trade-in at the factory!

Also Murphy's Law, 14th Corollary says that you only need service when you're 500 miles away from you dealer anyway! 

FWIW, I'm sitting at Camp Monaco right now getting a number of minor, but hairy issues fixed.  So far they've had two techs working on the coach for two solid days (the techs change based on the problem, they have a number of specialists here) and will probably continue for most of next week.  Most dealer service people would either try to get me to live will the probles, break twice as much as they fix, or take months to fix the problems.  That's not meant to be an indictment of the dealer's techs, just the fact that a dealer can't normally get the level of experienced techs that the factory can; most of the techs built coaches for years before going to the service center.  We have the best dealer techs I've ever seen in Las Vegas; they used to work at the service center delivering new coaches!  But, they are only two people and there's lots of work in Las Vegas and I didn't want to tie them up for weeks.

Hope this helps!

Al

 

[Smoky]

For me factory delivery was a bad option. ?Here is why.

Newmar charges an extra $1200 for factory delivery (charged by the dealer). ?In addition, my coach was purchased through a Maryland dealer. ?I wanted to avoid the 5% Maryland use tax since I was moving to Montana, but wanted the joy of driving my new coach to Montana.

As a result, I first changed my address to Montana and got a Montana drier license, then arranged to pick up my coach in Maryland. ?I considered picking it up at the factory in Indiana, but in addition to the $1200 Newmar factory service charge, I learned that Indiana would charge me tax. ?I could get any portion of this tax refunded that i paid in Maryland, but since i did not pay Maryland tax, and paid 0 tax, I would have to pay the full Indiana tax.

But I worked out something almost as good., maybe even better ?I arranged to visit the factory during the time the coach was being built. ?I stayed at a nearby motel and went twice a day on the factory tour. ?The tour guide arranged to identify my coach and I was able to take pictures each day, and even determine plumbing and wiring locations, and was able to walk on to the coach and inspect it the third day. ?The Newmar techs were "all over me" as they love to have owners come and watch them work.

I think somewhere in this forum are photos that i took of the process. ?My interest and attention also put the dealer on their best behavior, and i got the red carpet treatment all over again when the coach arrived in Maryland. ?they even allowed me to take a full 8 hour day and inspect my coach from top to bottom without their interference. ?Then the next day they came on board and did their standard orientation and walk through. ?I would not allow them to do that ahead of my inspection, so i could have a list of questions generated by my inspection to offer to them.

The more proactive you are about your coach building, the more service you will receive.

Be prepared for some surprised reactions, but keep on plunging forward and pretty soon they are all marching to YOUR tune, not you to theirs. ?After all, this is one of the few times you have VERY large dollars in your hand to wave as a magic wand. ?Use that power!

If you remain business like, professional, and courteous, pretty soon they are not only marching to your tune, but having fun as well. ?We ended up with a party on our coach at delivery with half the staff attending!! ?And the receptionist at the factory knew us by name when we went back this spring.

Work hard to manage the process and not be managed.

 

[AlGriefer]

We picked up our previous coach from Indiana, but we took delivery in Michigan, about 25 miles away.  That kept us prom paying Indiana sales tax.

Of course, OR has no sales tax!

Al

 

[Tom]

...a number of seminars that Monaco offers continuously at the service center including a Ladies Driving Course.

Hi Al. I/we attended a number of those seminars at Camp Monaco - most were very worthwhile. When Chris attended the "ladies only" driving class (males not allowed), I sat close enough to be able to hear what was being taught. The tutor (an ex-UPS driver) was really good. Without me being able to see his illustrations, I learned quite a bit from him.

...the fact that a dealer can't normally get the level of experienced techs that the factory can..

You've heard my horror stories about 'my dealer'. Having experienced fiirst hand Camp Monaco in both Indiana and Oregon, there's no doubt in my mind that I'd take factory delivery if/when I buy another coach.

We're missing you guys. Currently docked in Petluma. Dave and Lisa are docked next to us. I'm sure I'll be hearing about your/their recent motorhome trip this evening.

 

[Jeff]

The one thing you Monaco group owners have is a lot of Camp Monaco stories. You seem to spend a lot of time there. ;D ;D

 

[Ned]

Jeff, you noticed that too?  It's not just Monaco owners than make the annual pilgrimage to Oregon either

 

[Tom]

At least Monaco treats their customers well.  Having visited the Country Coach service center in Oregon, I'm glad I don't have to take my coach to that place  ;D

 

[AlGriefer]

Seriously, these coaches are extremely complex and have a host of different systems in them,  They are far more complex than automobiles and an ordinary house.  Can you imagine having the plumber out to your house and asking him to show you how to use your new home theater system when he's finished cleaning out the sewer pipes?

When you take factory delivery, you get a tech who shows you all the standard stuff and acts as a service writer to coordinate any additional question you might have or to get anything found during delivery corrected.  He's the generalist who has essentially an unlimited amount of backup from specialists at the factory.  If you get dealer delivery, they have access to the resources in the factory, too; if they're willing to spend the extra time for you.  So many times, they find it easier to say, "Well, that just the way it's supposed to work."

Factory server is similar.  You get a service advisor who works directly with the customer and coordinates specialist teams who work on the complex systems. 

Al

 

[JerArdra]

Watt,

I have purchased two Monaco coaches and used the factory delivery both times.  Everything about Monaco's factory delivery is "as good as it gets."  Before arriving I gave them a 10 page list of items that I wanted to go over with them.

Besides having the best trained techs that "really care" about fixing your coach correctly, you are allowed to go into the service bay and see the work being done or sit in your coach if you want.  Also, each evening they drive your coach to your assigned campsite (100 yards away)  and at 7am they pick it up again if it requires another days work.

I have never seen a more competent service facility at any other dealer, motorhome, automobile, or boat!

JerryF

 

[Smoky]

Jerry said, "sit in your coach if you want."

For the life of me I cannot understand why there is so much resistance to this at so many places.  All I can think of is that they make so many mistakes they don;t want you to see them.

In a stick house it would be unheard of to tell a family to go outside their home and wait while repair work is being done.  If people can stay inside in a stick house, why not a house on wheels?  No one has ever been able to answer that satisfactorily for me.  And don't give me "our insurance company won't allow it" answer.  <g>

It is a cultural thing.  A service company can refuse service if you don't leave.  A stick house service man can do the same, but he/she would never get any business.  That tells me that we RV customers should be kicking up a stronger fuss about it.

 

[Ned]

I have never been refused access to my motor home while in a service facility.  All you have to do is ask the service desk and they will accomodate you.  It's a legitimate liability concern on the part of the shops.  If they hesitate, I point out that it's my home, and they have never said "no".

 

[Smoky]

Ned:

I will try your line next time.  I don;t get refused access but I am never allowed to sit in it, which is what I really want to do.  Only Massey Spartan has allowed me to sit in it while they worked on it.

I laugh when insurance and danger is given as an answer, remembering the time I sat in my home while a tree cutter felled huge trees for two days all around my stick house.  The trees were so big they had to bring them down in quarters from the top, swinging the pieces outward using ropes on the ground as they fell.  One of those pieces would have demolished my house.

Never seen nothing in a service shop for MHs that would come close to that.  ;D

I don't like waiting rooms as I have a dog and a cat, and all my music and PC stuff.  all my valuables are also inside, though that has never been a problem so far.  It is just uncomfortable.  I like to nap too, to make the time go faster, and I nap better on a bed.  ;D ;D

 

[Ned]

When I said access, I meant I was able to sit in my motor home and read, or nap, or watch the tech, or whatever I chose to do.  There is a definite liability danger in customers walking through a service shop.  As careful as we may be, others are not, and can easily trip over things or slip on a grease spot and suffer injury.  I understand the service facilities position but, as I said, they have always found a way to accomodate my wishes.

However, in a shop that I trust, they generally have very comfortable, quiet lounge and will avail myself of it most times.

OT: Listening to barbershop singing on channel 801 DTV right now.  Every Sunday night.

 

[Tom]

I agree with Ned on the potential accident/liability issue. If someone has an accident/gets injured they'd suddenly remember what liability insurance is all about and be first in line with a claim against the shop.

FWIW the Monaco service centers I've visited have very clearly marked customer walkways that are kept meticulously clean and clear. These walkways lead to each of the service bays.

 

[Jeff]

I spent 35 years in aviation and managed FBOs with shops most of that time. I HAVE NEVER had an insurance underwriter tell us that we could not allow customers in our shops (unless we asked them to ).

The main reason is that it is a real distraction to mechanics to have a customer looking over his shoulder and many of them resent the implication that they are not doing the job properly. Also the interruptions do slow mechanics down.

I know, I know. The customer should have the right to watch his rig being worked on (and we did) but that is why you may not be able to.

 

[Tom]

Appreciate that input Jeff. Good comments re the techs being distracted and possibly resenting being watched, although I never sensed any such resentment on the part of the techs I've dealt with at the Monaco service centers. They're more than eager to explain what they're doing and why.

For clarification, I wasn't suggesting that an insurance company would object, but someone getting hurt would file suit against a shop and they in turn would look to their insurance carrier.