We dropped off the rig last Monday to get the slide topper/awning repaired and so far they haven’t touched it. Promises are made to get back to me but no response from email or voicemail. I call them and it’s like “oh yeah, meant to call, I think we might be able to get some parts, let me talk to the tech and call you back” do they call me back, no. If they find out they can’t get parts there will be more delays while they order a new awning and it will continue to sit.
This tells me we just aren’t important enough to call. They told me they were busy when we dropped it off and I told them this wasn’t a problem, and it isn’t, where I have a problem is when they tell me they’ll call with an update and then forget or don’t bother. A good service tech will always call the customer back, if he wants recurring business. Unfortunately I am learning this is the norm in the RV business. I read Dennis and Carol’s blog and find that they go through the same crap. Right now they are trying to get work completed by RV Renovators and cabinets are cut to the wrong size, the workers go on to other projects when they should be completing the one they are on. It just boggles the mind how opposite companies are run today compared to the past when satisfying the customer was paramount. Not anymore,
I digress, Scott’s RV is waiting for their turn as well so the water pump can be repaired and they are getting busier and busier. I have a feeling if I want any of this to get done I’m going to have to get upset with somebody (ask my wife, this usually works but I hate it). Let me ask you good folks in blog land why is it that honey gets you nothing but getting pissed off gets action? Ok, it’s a rhetorical question, I know the answer but feel really disappointed by it.
In my job when I tell a customer I’m going to do something, I don’t stop until I’m done or arrangements have been made that are satisfactory to my clients, period, even if I LOSE MONEY. You do it right and if you screw up you make it right. Why has this been lost today, why is mediocrity the accepted norm?
Good news is, State Farm will cover this under our comprehensive with no deductible at any dealer or RV repair center, so that is looking like a smart decision on our part when we insured this thing. I’m going to avoid calling them today, I’ll call them tomorrow and I’m sure there will be apologies and excuses but hopefully there will also be progress. Or on Saturday I’m going to go there and remove the rig and tell them I can get crappy service from where I bought the rig, I don’t need this aggravation.
I’m just a tad bit frazzled…