I have been dealing with the Customer Service department on our 2008 Heartland Big Horn 3055. I have an on going issue with the delaminating of our Entertainment Slide and Double slide (they extended the warranty for TWO years on this issue) however, did not let anyone know. I have been in contact with my dealer in Las Vegas ( Johnny Walker RV, Ken Allen CS Mgr) and they were extremely helpful in this matter. I then contacted the customer service department (Jim Fenner)talked to me and was willing to send to the repair facility both floors at an approx cost of $250.00 per floor plus the freight cost of approx $1500 for a combined cost of approx $2000.00. However, I have since contacted my dealer and they advised me of the real easy fix of putting a metal edging on it like the one on the bedroom slide out only reversed. So, I have come up with a fix for a total of approx $50.00 for parts and labor cost of $456.24 for a combined cost of $506.74. I then contacted the customer service department again and they now are refusing to pay for the fix as newly found for a total of approx. $506.74 vs $2000.00. However, they are still willing to ship the original fix of both floors and freight. This must be the new economics of today pay more for so we can charge more for the same product of tomorrow. This fix could so easily be installed on to the newer coaches being built and not have the same issues ever again thus in keeping with the higher standards of the Heartland product line that we as consumers look for when buying a coach. This would save the company $1493.26 if I agreed to the commitment from Mr. Fenner. Where is the thinking maybe you could explain to a normal consumer.
I am still a loyal Heartland Customer but VERY UNHAPPY with the Customer Service issue.
Respectfully
Ray Lorence
Asst Fire Chief ,USAF, Retired
I am still a loyal Heartland Customer but VERY UNHAPPY with the Customer Service issue.
Respectfully
Ray Lorence
Asst Fire Chief ,USAF, Retired