Guys,
Just a few cents worth from one of the guys who started this company... For the record, Heartland will never try to "trick" people as some of you suggest. Not as long as I am here. The reason we have as descent a relationship as we do with the vast majority of our customers is because when things do go wrong with our coach, we will make it right, even if the dealer or service center can't. We don't turn our backs or run. We stand there; hear the frustrations that have to come out from a customer who has a problem; and then we get to work making the problem go away.
And honestly, you are dreaming if you really think that a RV maker will "never need a warranty or a service dept.." Why? Just use logic, really. Yes, as noted in this discussion, the RV industry as a whole tends to have a lot of "service" related issues that your automobiles and trucks do not have. Is it really that hard to understand the issues inherent in all RVs - considering that we are talking about a home on wheels with a full plumbing system, full electrical system, a water heater, power convertor, water pump, appliances, lighting, cabinetry, countertops, drawers and doors, furniture, glass, tv's, stereos, showers, toilets, beds, and on and on - just like my stick built house - but this one is ON WHEELS (not a giant air mattress or water bed) - traveling (bumping, jolting, learching, chauking, and bouncing) down the roads of our country? And you think it's as simple as saying a "good manufacturer doesn't need a warranty or a service department..."? That's just not a logical position.
I've hired customer service personnel from Jayco, Newmar, Damon, Monaco, Forest River and Keystone to work here in Heartland's customer service dept. I personally have worked at, or had as clients, seven other RV manufacturers for over 20 years in this business. Guess what they ALL have in common? A very real need for a service department and warranty.
I have learned that it doesn't matter what I say on this forum, or how I say it - the only thing I can know for sure is I will offend someone or come accross as "uncaring" or "trying to snowball us.." or "full of excuses.." or even "full of _ _ _ _".
I guess there is nothing I can do about that but continue to speak what I know to be true. We don't build a perfect coach, because we have yet to find any perfect human beings to do it. So what do we do? We continue to strive to do it right the first time, knowing that even that may still result in things shaking or vibrating loose on the road over time.
We have three QC inspectors on each product line. We have a second layer of inspections and repairs done at the dealership when the coach arrives there - and finally, we have you, our owners, who end up finding things that need repaired, adjusted, replaced or just plain fixed.
And we do it. And I'm glad to say that I have dozens of letters and emails from Heartland customers who tell us we are doing a heck of job for them - our customers. I wish we could make everyone happy, but I'm a realist and I know that is not going to be possible. So, thanks to all of you who speak up on this forum when you hear things about Heartland that you know are not true. We are, and will continue to be, here for you.
ST