Hi Guys
It's finally happened.....
We've found a dealer willing to go that extra mile to put things right - Poulsbo RV in Kent, nr Seattle. (poulsborv.com)
This is the 4th dealer (excluding Lazydays) that we've stopped at for warranty work - and this is the first that has tried to do everything asked of them (or been upfront and honest when they couldn't).
We had various broken items including the toilet seal, wardrobe shelf, cooker cover, drawer catch, dropped engine door, main slide issues and a chip to the generator bay door.
Knowing that things would need to be photographed, written up and faxed to Fleetwood for authority to repair, I took didital photos of the broken items and sent them to Poulsbo RV.
Scott Towmey (Service Director) arranged for most of the parts to be ordered for our arrival - a couple he just couldn't get in time, but he emailed me and let me know before our arrival.
Shortly after leaving the coach at Poulsbo, we received a call with a price to repair the chip to the generator cover - at which point we again explained that it was a warranty issue.
There was a slight mix-up in that Scott didnt feel the chip to the generator cover (found the morning after leaving Lazydays) would be a warranty issue and he thought we were paying to repair this - despite emailing him stating it was to be under warranty.
When we arrived back at the dealership and explained to Scott that the problem had been logged with Fleetwood nearly 3 months ago, he still felt it would be a problem getting authorisation but that he felt responsible for not understanding our requirements and/or explaining the item would likely be chargeable.
So, he rang his bodywork guy (sub contractor), who was at the dealership.
The guy took a look at the chip, and stated he would have it repaired and painted within 30 minutes. He also took time to explain how best to treat/fill paint chips.
He was insistant that he gave the front of the coach a wax whilst he was there and suggested which wax to use - he even gave us the half-full bottle he was using, free of charge.
If Scott had explained the problem with claiming this item under warranty, we could have headed to a different dealer (or had the fun of getting Lazydays to handle the repair and any subsequent water damage when we are back in Florida next March).
Because he felt he had let us down, he went out of his way to ensure we left his dealership 100% happy.
I can't explain how pleased we are in the way they handled this.
Paul
It's finally happened.....
We've found a dealer willing to go that extra mile to put things right - Poulsbo RV in Kent, nr Seattle. (poulsborv.com)
This is the 4th dealer (excluding Lazydays) that we've stopped at for warranty work - and this is the first that has tried to do everything asked of them (or been upfront and honest when they couldn't).
We had various broken items including the toilet seal, wardrobe shelf, cooker cover, drawer catch, dropped engine door, main slide issues and a chip to the generator bay door.
Knowing that things would need to be photographed, written up and faxed to Fleetwood for authority to repair, I took didital photos of the broken items and sent them to Poulsbo RV.
Scott Towmey (Service Director) arranged for most of the parts to be ordered for our arrival - a couple he just couldn't get in time, but he emailed me and let me know before our arrival.
Shortly after leaving the coach at Poulsbo, we received a call with a price to repair the chip to the generator cover - at which point we again explained that it was a warranty issue.
There was a slight mix-up in that Scott didnt feel the chip to the generator cover (found the morning after leaving Lazydays) would be a warranty issue and he thought we were paying to repair this - despite emailing him stating it was to be under warranty.
When we arrived back at the dealership and explained to Scott that the problem had been logged with Fleetwood nearly 3 months ago, he still felt it would be a problem getting authorisation but that he felt responsible for not understanding our requirements and/or explaining the item would likely be chargeable.
So, he rang his bodywork guy (sub contractor), who was at the dealership.
The guy took a look at the chip, and stated he would have it repaired and painted within 30 minutes. He also took time to explain how best to treat/fill paint chips.
He was insistant that he gave the front of the coach a wax whilst he was there and suggested which wax to use - he even gave us the half-full bottle he was using, free of charge.
If Scott had explained the problem with claiming this item under warranty, we could have headed to a different dealer (or had the fun of getting Lazydays to handle the repair and any subsequent water damage when we are back in Florida next March).
Because he felt he had let us down, he went out of his way to ensure we left his dealership 100% happy.
I can't explain how pleased we are in the way they handled this.
Paul