First of all, Cooper - thank you. You're right. The fact is, any shop that supposedly keeps a unit for over a month - there is something out of the ordinary. It stinks but there have been a number of times when the first time we hear about a customer's unit being at a shop for a number of weeks is through this forum, or when the customer calls us direct to see what the hold up is - when the facts were, Heartland had not even received the first parts order for their coach. A good dealer follow the process and the process works: Customer brings coach in for diagnosis of issue. Dealer emails photos and warranty work authorization request to Heartland. (Note: if the issue will keep the fifth wheel from being used, it may stay at the dealership. If the issue will not keep the fifth wheel from being used, the dealer may schedule the customer for service a week or two down the road). When Heartland receives the coach information, warranty personnel work with the dealer and to discuss and authorize the correct repair procedures. Dealer sends in written parts order. Heartland processes the parts order (typically within four days - unless parts have to be special ordered - with a turn around time that rarely exceed two weeks). Parts are shipped to the dealer. Dealer repairs the unit.
While it is true that there are times when the wrong parts are ordered or shipped, these stories of months "in the shop" are an anomoly.
I know that they are unquestionably irritating to customers - but most often, we see this when the dealer or service center they have chosen is sub-par. Not everyone chooses to purchase from their local Heartland dealer. And when they choose to go another route - that puts Heartland in the precarious position of working with dealers and/or customer service centers that do not have any information or parts from Heartland.
I had one guy who "claimed" that his fifth wheel was in the shop for six months, but when I looked at the warranty claims turned in on his coach - he just kept sending it back to the dealer for things like seams on his couch cushion coming loose; a cabinet door that was crooked; a wrinkle in the carpet, etc. Were these things Heartland needed to take care of? Absolutely. Were they things that would keep him from using his coach - or even effect his RVing lifestyle in any way? No. Thanks for all of you who understand that while there are times when Heartland fails - there is just no way that we are leaving people hanging for months at a time - knowingly. We work with dealers every day - diagnosing and reviewing and sharing information to better service our customers. And frankly, we do a pretty good job of it. Yesterday I was in the parts department and they are literally shipping orders that were received last Friday (the working day before). That's why I remain confident that when someone is experiencing "months in the shop.." I know that odds are VERY strong that something funny is going on.
Nevertheless - we must continue to identify dealers that are not working in our customers best interest and move on to better, more customer service related dealerships. We have obtained way to good of a track record for taking care of our customers to let it slip away now. Not only are we here for our customers, we are VERY accessible. We have put David Partin's name and phone number (574.262.8030) up here numerous times and will continue to make him (the head of our customer service team) available for you to get any issues worked out with in a timely manner.
ST