Heartland could learn from Tiffin

dave10a said:

I traded my motor home, Tiffin Phaeton, for a Landmark at Camping World. When something fails, like the ballast in my lights, and I could fix it myself because unhooking and suffering the expense to go to the dealer for repair is unrealistic; Heartland refuses to send me a replacement part until I send them the failed part.

This has not been my experience at all. Who refused to do this, the dealer or Heartland Customer Service?

Tiffin would send me the part and I would return the failed part after I replaced it. Tiffin for expensive items would take my credit card number without charging me in the event I failed to return the old part. I think that is a reasonable way to do business. The dealer said I could only get warranty repair if I drove the trailer to their facility. A

Not true, Heartland will authorize other repair facilities to do warranty work. Call Customer Service.

lso Tiffin took care of items that were out of warranty if it was clear that it was a manufacturing mistake. I some cases Tiffin would honor out of warranty if it was a "grey area." Some people would take advantage of Tiffin's generosity, but Tiffin has survived, not to mention of become a major motor home supplier, for decades doing its best to treat their customers like they should be. Heartland seems like a reputable company, but has a "big corporate attitude" that is not conducive toward customer satisfaction. Customer satisfaction is like good engineering, it doesn't cost any more and has huge rewards. Profit and customer satisfaction go hand in hand......

There have been many instance cited here on the forum of "Out of Warrant" issues being taken care of. It is on a case-by-case basis, but it does happen. I doubt Tiffen takes care of "every" out of warranty issue either.

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dave10a said:

I traded my motor home, Tiffin Phaeton, for a Landmark at Camping World. When something fails, like the ballast in my lights, and I could fix it myself because unhooking and suffering the expense to go to the dealer for repair is unrealistic; Heartland refuses to send me a replacement part until I send them the failed part. Tiffin would send me the part and I would return the failed part after I replaced it. Tiffin for expensive items would take my credit card number without charging me in the event I failed to return the old part. I think that is a reasonable way to do business. The dealer said I could only get warranty repair if I drove the trailer to their facility. Also Tiffin took care of items that were out of warranty if it was clear that it was a manufacturing mistake. I some cases Tiffin would honor out of warranty if it was a "grey area." Some people would take advantage of Tiffin's generosity, but Tiffin has survived, not to mention of become a major motor home supplier, for decades doing its best to treat their customers like they should be. Heartland seems like a reputable company, but has a "big corporate attitude" that is not conducive toward customer satisfaction. Customer satisfaction is like good engineering, it doesn't cost any more and has huge rewards. Profit and customer satisfaction go hand in hand......

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2psnapod2 said:

I have received several items within warranty to fix myself. Water Pump, Back up Camera, Keyless entry keypad, just to name a few. Not sure if you are talking to your dealer or to HL them self. If you are talking to your dealer then it sounds to me your dealer is not telling you the truth.

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mjatwalker said:

Steve, I believe you are right and doesn't seem funny that dave10a has not been back to defend his claims.

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dave10a said:

My opinion of Heartland has improved to a point that I now have praise for their service and product. Brian of Heartland called me about my experience and now things are good. Heartland is a company that has high regard for their customers and I am looking forward to a long term relationship.

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