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gotlieb
09-16-2012, 10:17 PM
Bought a new camper from a dealer out of state. Had everything ready to go, paperwork signed, money transferred, expecting delivery on Monday. Got a call on Friday from the dealership saying there was a hole in the fresh water tank. So now they need to replace the tank and won't be able to deliver it until Wednesday. They found the hole during pre-ship inspection. The Dealer told me that during assembly, they must have drilled a hole through the floor and it went through the tank.

A couple questions. Wouldn't the fresh water tank be one of the last things to be installed? How would the person drilling not realize they drilled through the tank? Makes me wonder what kind of people are assembling these campers? Also, is there no inspection at the assembly point prior to shipping these to dealerships? Do I need to be worried about other things with my camper? Will the tires fall off on delivery because they weren't properly fastened during assembly?

codycarver
09-16-2012, 10:36 PM
Somebody will correct me if I'm wrong but I believe the tanks are one of the first things to be installed.

I think the good news here is your dealer is doing great job with there PDI.

We haven't had any major issues with our BH in over two years and you should always check the torque on your log nuts every 25, 50, and 100 miles anytime the lug nuts are removed.

Enjoy your new RV

danemayer
09-16-2012, 10:51 PM
Hi gotlieb,

The dealer story sounds pretty unlikely to me. Why would the assembly team drill a hole in the floor at all? How long a drill bit would it take to go through the floor and the tank? It makes no sense. Did you speak with the tech who worked on the rig, or did you hear this from a sales person? If it came from the sales person, you're getting second or third hand information.

I don't want to shake your confidence in your dealer, but if I were you I'd tell them I'm from Missouri, the "show me" state. Or if you want to find out more, call Heartland Customer Service at 877-262-8032. Have your vin# ready and ask them what warranty work is being done and what parts are on order. If you don't have the vin#, you can call the dealer to get it.

TravelTiger
09-16-2012, 10:55 PM
All RVs, aka "rolling homes" have the potential for construction and assembly-line mistakes and mishaps... After all, they are homes, completely built in a matter of days!

So rather than be upset, it's probably better to be prepared.

I believe the tanks are installed with the frame upside down, before anything else is installed. It could be possible that while installing the Coroplast (the material that covers the undercarriage, made of corrugated plastic) a screw missed its intended target into the frame crossbeams and ended up hitting the tank by mistake. It is a very good sign that your dealer caught this before you took delivery.

Most RV manufacturers rely on their dealers to check their units before they sell them to customers. Some do better than others at catching construction and assembly issues that may arise with active use.

It is important that you as a buyer also take responsibility for fully inspecting your unit before you take possession, called a PDI. There are many checklists available, to aid you during the PDI. Take at least 3 hours or more to verify the unit is completely operational, and the dealer goes over everything with you so you know how to operate and maintain it correctly.

Congrats on your new "rolling home" purchase, and welcome to the Heartland family!



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GOTTOYS
09-16-2012, 11:00 PM
If I remember correctly the tanks are installed even before the chassis is flipped over on the assembly line. Whatever the case is, don't expect everything to be 100% perfect. There are a lot of parts that went into your new RV. It's quite possible there maybe a few other things that need attention. It happens with all of them from the lowest priced to the most expensive and it doesn't matter what brand or make it is..It sounds to me like your dealer is doing a good job on their inspection...Don

CliffP
09-16-2012, 11:41 PM
If that's the case you're lucky to find out now. Make sure to do a good PDI so nothing else gets missed. You may have a hard time getting a dealer near you to work on it.

hillsonwheels
09-17-2012, 07:04 AM
For the most part, my glass is always half full :) rather than half empty :(............so, I believe I'd really be glad the dealer found the leaking tank and is standing up to the replacement. What if they hadn't tested it? Sounds to me like a respectable dealer. And, not all build processes are perfect. How many lemon cars are out there?

We had a cracked grey water tank in our Bighorn. It was fixed by Heartland. We still are enjoying it. Only problem was we missed it while it was being repaired. Enjoy! Safe travels!

jbeletti
09-17-2012, 07:17 AM
Frames are flipped in the first station of the build process. During the flip, they get underbelly (coruplast), steps, axles, springs, wheels and tires. Then the frame is flipped back upright and the unit is moved sideways to the next station.

Insulation is added, tanks, hydraulic lines and more are added at station 2.

It does seem a bit odd that a screw could have been put through the fresh water tank but I suppose it's possible. It's great that the dealer actually did a thorough PDI and is taking care of this before delivery. It will be worth the wait.

TeJay
09-17-2012, 08:30 AM
It seems that everybody missed the posters comment as relayed from the dealer. They said that they must have drilled a hole through the FLOOR and into the tank. Think about that. If they drilled through the floor the hole had to be in the top or possibly the side of the tank. How would a PDI reveal a hole in the top of a tank since it is covered with the coroplast???? They don't pull the coroplast down to inspect the top of a tank. Maybe they filled or overfilled the tank, which I doubt, and caused the water to leak from the hole. It then flowed down to the coroplast then out on the ground at which point they would have discovered a leak. Secondly, I've built many things and whenever I'm drilling through something with the potential of going through and into something else I always check and use the shortest drill possible to avoid these problems. OK, the factory assemblers are so inexperienced and they are not cautioned concerning drilling holes in the floor or they just drill with no thought about the potential drill through problems??? Somehow I doubt that but anything is possible. As suggested I would go back and get a better report from the dealer and if possible check with the person who found the leak and have them explain exactly how they found the hole/leak. If you get the straight story I think you'll be surprised. If however somebody did drill through the floor into the tank I would be concerned about the QC and the builders. My guess is the tank had a hole in it when it was installed and it was towards the bottom. That would have been discovered during a PDI. They would have put water in the tank to check the water system. At that point a leak was discovered. They did not want to tell you that a defective water tank was installed so they came up with the story. The story they came up with does not sound reasonable.

I recently had a long conversation with a gentleman at a dealer. He's been in this business for over 40 years. He's worked for many different companies and has toured all of the factories in IN. Some have good QC and others don't. Some are more concerned about a quality product and others aren't. Also there are differences within each manufacturer. Most have different factory's that make these units. Heartland has over 250 different units/floor plans. There will be differences in QC between different units because they are made at different factories. Most importantly keep in mind that Heartland has been bought out by Thor Industries and things may have changed from the top down. We don't know what the new owners will do and we may not until it is seen in the units that they build. What was true this year about a company and their products may not be true next year.

TeJay

TravelTiger
09-17-2012, 09:18 AM
Right TeJay, the explanation from the dealer doesn't sound very plausible.
The laminated floor of a BigHorn is more than 2.5" thick, from their brochure: "2.5 inch aluminum framing, with block foam insulation, covered with one-piece seamless decking and thermo-board Luan."


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TandT
09-17-2012, 11:44 AM
The bottom line sounds like a two day delivery delay, because the problem WAS caught by the dealer.

In the bigger scheme of things, this sounds like a very minor problem. IMHO


I know it can be frustrating, but patience will pay off. Happy camping. Trace

BarneyFife
09-17-2012, 05:27 PM
Yes. At least it was caught prior to your first trip. Good for that. Unfortunately, my factory installed blunders were discovered after the fact. We live 100 miles from our dealer and taking it back to fix assembly screw ups got really old and really expensive.

CliffP
09-17-2012, 06:35 PM
Yes. At least it was caught prior to your first trip. Good for that. Unfortunately, my factory installed blunders were discovered after the fact. We live 100 miles from our dealer and taking it back to fix assembly screw ups got really old and really expensive.

Ditto on the 100 miles, on getting old and being expensive.

I'd just make sure to do a complete PDI. It would be interesting to know what the deal is.

Hope you get past this little snag and enjoy camping with your new camper.

What kind of RV did you buy anyway?

Nathan
09-17-2012, 06:46 PM
Frames are flipped in the first station of the build process. During the flip, they get underbelly (coruplast), steps, axles, springs, wheels and tires. Then the frame is flipped back upright and the unit is moved sideways to the next station.

Insulation is added, tanks, hydraulic lines and more are added at station 2.

It does seem a bit odd that a screw could have been put through the fresh water tank but I suppose it's possible. It's great that the dealer actually did a thorough PDI and is taking care of this before delivery. It will be worth the wait.

My son and I have watched the Ultimate Factories (http://www.hulu.com/#!watch/213614)(Winnebago Company). I know that Heartland does not make most of there own parts but is this basically how you guys build your trailers (minus the obvious difference that the show is utlizing the build of a Class A)?

caissiel
09-17-2012, 07:28 PM
my neighbour with his SOB unit found a hole in his tank after a year of ownership. The hole was caused by a support screw that penetrated the tank and the employee pached it with silicon. of course after a year it got loose and leaked. We dropped the tank and welded it at a local bodyshop. First class repair. It was cheaper then to drive to the dealer and leave the unit there and pick it up later

iaflatlander
09-17-2012, 07:44 PM
I guess I don't understand how it is surprising the hole was found. Wouldn't the water pump provide a pressurized system that would reveal a leak/hole in the tank? Seems like standard part of any pre-delivery inspection...

Anyway, enjoy the unit. Hope this is the only roadbump you hit ;^)

jimtoo
09-17-2012, 08:02 PM
I guess I don't understand how it is surprising the hole was found. Wouldn't the water pump provide a pressurized system that would reveal a leak/hole in the tank? Seems like standard part of any pre-delivery inspection...

Anyway, enjoy the unit. Hope this is the only roadbump you hit ;^)

The pump does not pressurize the tank. The tanks are used for storage only. The pump sucks water from the tank and pressurizes the lines and water heater.

cookie
09-17-2012, 08:02 PM
Well, actually the pump does not pressurize the system. They stopped using that system when they stopped using hooped skirts.
The pump sucks water out of the tank. It is only pressurized after the pump.

Peace
Dave

cookie
09-17-2012, 08:03 PM
J2, you have fast fingers tonight.

Peace
Dave

gotlieb
09-17-2012, 08:52 PM
Well, the dealership called me back today. Heartland was supposed to overnight the water tank on Friday, but instead sent it with standard shipping. Now my water tank isn't supposed to arrive at the dealer until late this week and we had already paid for camping spots for this weekend. We're having them plastic weld the tank as a temporary fix so we can still camp this weekend and then we'll take it to a local Heartland dealership to replace the tank when we have time.

We bought the camper from a dealership that is about 10 hours away, so we're not driving 600 miles to have them replace the tank. We bought a Greystone 29BL. Our 7 year old wanted the loft and we needed bunks because we have a 3 month old and there's always a possibility for a third. And this was the closest dealership that we could find that had this specific camper.

CliffP
09-17-2012, 09:26 PM
Sounds like all is well! Enjoy your first weekend with the family in your new Greystone!

danemayer
09-17-2012, 09:44 PM
Heartland was supposed to overnight the water tank on Friday, but instead sent it with standard shipping.
Gotlieb,

Let me see if I can summarize.

You paid in advance before even seeing the trailer. The dealer is 600 miles away from you. They promised delivery today, Monday. Friday they call to tell you there's a problem with a hole drilled through the floor into the water tank and promise to get a new tank by overnight delivery, delaying delivery to Wednesday. Monday they call you back to tell you Heartland shipped standard and the tank will arrive late in the week. You have campground reservations for this weekend so the dealer is going to apply a temp fix. Presumably you'll drive 10 hours sometime this week, pick up the trailer, and go camping, then home. The water tank will somehow get forwarded to you or a nearby dealer for installation at some point in the future.

Let me offer some suggestions.

1. Cancel your camping plans even if you lose some money.
2. Wait for the selling dealer to replace the tank.
3. Pick up the unit, do a very detailed PDI/walkthrough with the dealer, and stay at or near the dealer for at least 2 days trying out everything in the trailer to find anything that needs adjustment, replacement or correction. Even though the dealer may have done a good prep, you'll likely find a few more things that may need adjustment or tweaking, or explanation. Don't sign the acceptance paperwork until you're sure everything is fixed.

Btw, when we bought our Landmark, we had a three day drive to the selling dealer and they got paid after we got there.

CliffP
09-17-2012, 10:06 PM
After a little more thought I'd take Dan's advice. Don't take it till it's all right and passes your PDI. It may not be very easy to find another dealer that will take care of you.
The campground may still give you a refund or credit you. If not that is a small price to pay.

gotlieb
09-18-2012, 07:32 AM
Dan, you are essentially right. Except, the dealer hasn't gotten any of my money yet. And we aren't driving to pick it up, they are delivering it to our house. So, I'm not spending any extra money by getting it early other than having to take it to a local Heartland dealership to get the tank installed. There is one about 20 miles from our house, so not a big deal there as long as the bill gets sent to Heartland.

It's a new camper, so I would hope there isn't too much wrong with it. I would never buy a used one without seeing it firsthand. I will do a walkthrough after it gets delivered, but I doubt the delivery driver is going to wait around for 2 days while I inspect it. So, either way, if my inspection finds something the dealership missed, I am in the same boat regardless of when I get it. I might as well get it and use it right away, which might be the fastest way to find any more problems.

The kid won't be happy if we had to cancel the trip this weekend. We've gone the whole summer without a camper and she's been looking forward to this for weeks. I guess I'll take the chance to make her happy.

danemayer
09-18-2012, 08:25 AM
You're right that the driver isn't going to wait. His job is to deliver. He's not likely to be the guy to show you how to use the trailer or to fix anything. Sounds like this isn't your first trailer, so you probably have prior experience with RV plumbing and appliance usage. Many times when owners don't go through the dealer instruction/PDI, they have some difficulty. Of course you can always get quick answers on this forum - unless it's 3AM.

One thing to note about dealers. The dealer contracts with RV companies are not like the auto industry. Dealers don't have to work on your trailer if you bought it elsewhere and some won't. Others will just prioritize you low and make you wait. There are some who realize it's a good business practice to build customer relationships for the future and will treat you well. If you're lucky, the guy 20 miles away will be in the last group.

I hope things work out well for your trip this weekend. Have fun.

Bob&Patty
09-18-2012, 10:20 AM
A quick call to the dealer close to you will verify the "will we work on your trailer" question. RV dealers are not made work on something they did not sell. RV's are not an automobile. If they will not work on it....then call HL and they may put you in touch with an independant RV service center that will that is close to you.

ChopperBill
09-18-2012, 10:57 AM
Well it all seems screwy to me. Dealer is a long ways a away. Was suppose to be delivered Monday and now it would be Wednesday? Never heard of a dealer getting anything shipped that fast and installed that quick. Let alone I doubt they even filled the tank or found a tank leak that fast in a hole drilled in the top. I think they had something come up and used the story to put you off. Now they had to change their story. Yeah, I lean toward the pessimists but I have seen dealers at work. But on the optimistic side, there was probably nothing wrong with your trailer.

BarneyFife
09-18-2012, 12:38 PM
One thing to note about dealers. The dealer contracts with RV companies are not like the auto industry. Dealers don't have to work on your trailer if you bought it elsewhere and some won't. Others will just prioritize you low and make you wait. There are some who realize it's a good business practice to build customer relationships for the future and will treat you well. If you're lucky, the guy 20 miles away will be in the last group.

I hope things work out well for your trip this weekend. Have fun.

This is a good point. Unfortunately our closest dealer is indeed the dealer we bought ours through: RV Outlet. 100 miles away. Bill Plemmons RV is a fairly big NC dealer and they have a dealership five miles from my house now. I asked them late last year if they'd honor my warranty work on my Cyclone. They said they wouldn't because Heartland was too difficult to deal with regarding warranty repairs. :(

If it were me, I'd keep the camping trip planned. This is supposed to be a big deal for the family and its already starting off terrible. No sense in letting it continue on as a letdown. If you keep hitting roadblocks and the trip has to be delayed or cancelled, I would probably cancel the entire deal and just start over with something else.

dave10a
09-18-2012, 02:57 PM
One thing to note about dealers. The dealer contracts with RV companies are not like the auto industry. Dealers don't have to work on your trailer if you bought it elsewhere and some won't. Others will just prioritize you low and make you wait. There are some who realize it's a good business practice to build customer relationships for the future and will treat you well. If you're lucky, the guy 20 miles away will be in the last group.

I hope things work out well for your trip this weekend. Have fun.

But doesn't Heartland pay those dealers the same or near the rate that any walk-in customer would pay. If so I do not see why a dealer would treat a warranty customer any different than a non-warranty customer. If Heartland does not treat or pay its dealer network well, then a customer should have the option to pay for the service and get reimbursed from Heartland directly.

GOTTOYS
09-18-2012, 03:18 PM
But doesn't Heartland pay those dealers the same or near the rate that any walk-in customer would pay. If so I do not see why a dealer would treat a warranty customer any different than a non-warranty customer. If Heartland does not treat or pay its dealer network well, then a customer should have the option to pay for the service and get reimbursed from Heartland directly.
Dealers will usually only get paid if they replace a part. If it's an adjustment and requires only labor they often can't collect. They pay their help out of the profit they made when they sold the trailer. If they didn't sell it..no profit. That's one reason non-selling dealers don't like to work on them. Warranty labor is usually less than what customer pay labor is. Often the warranty time allowed for a job is less than the flat rate allowed for the same job as well. I spent many years in the car business...that's how they operate.

danemayer
09-18-2012, 06:54 PM
I think the seasonal nature of RV usage may be the reason for the general problem of poor dealer turnaround time and the problem where dealers don't want to work on RVs purchased elsewhere. The dealer has to pay an underutilized tech all during the off-season. If he's got 2 techs, that's 2 he has to pay who aren't earning their keep all winter. So he's financially incented to keep the number of techs to the minimum. If there's too much work, he manages it by taking longer to turn the job around. Some dealers don't want to further impact the turnaround time for their loyal customers by taking on work from non-customers.

dave10a
09-19-2012, 10:00 AM
Dealers will usually only get paid if they replace a part. If it's an adjustment and requires only labor they often can't collect. They pay their help out of the profit they made when they sold the trailer. If they didn't sell it..no profit. That's one reason non-selling dealers don't like to work on them. Warranty labor is usually less than what customer pay labor is. Often the warranty time allowed for a job is less than the flat rate allowed for the same job as well. I spent many years in the car business...that's how they operate.


Well that explanation may or may not be valid. I would like to hear it directly from Heartland. My son who is a Yamaha dealer gets paid by the hour when doing warranty work while Yamaha also provide the parts if necessary. It makes no difference where the customer buys the Yamaha. So I have reason to believe that Heartland does the same..

ChopperBill
09-19-2012, 10:52 AM
Well that explanation may or may not be valid. I would like to hear it directly from Heartland. My son who is a Yamaha dealer gets paid by the hour when doing warranty work while Yamaha also provide the parts if necessary. It makes no difference where the customer buys the Yamaha. So I have reason to believe that Heartland does the same..

I was the warranty writer for a high volume AG dealer. The majority of manufactures pay off of flat rate on warranty. Believe me we lost a lot of hours on many of those larger warranty claims. We would work on a lot of outside warranties, however, they took a back seat to our customers. Its only natural any dealer would do the same.

gotlieb
09-19-2012, 01:47 PM
Final Update: GOOD NEWS!!

The camper is in transit today and when I checked with the dealer, they told me that they did the temporary fix yesterday and then the tank arrived late in the day and they were able to get it replaced last night. So, my camper was on the road this morning with everything fixed (I hope) and I should be able to inspect it tonight and start packing it up for the weekend!

Not sure whether the whole thing was made up to stall for time or if there actually was a problem, but at this point, I don't care any more. As long as there are no problems going forward.

Now we'll see how long it takes for them to ask for the down payment. I'm sure they got the money from the bank, but they haven't gotten anything from me yet. And after this whole mess, I'm not in a hurry to call them up and offer a payment.

Thanks Everybody. In a few short hours, I will have my first Heartland sitting in my driveway.

BarneyFife
09-19-2012, 04:48 PM
That's awesome. I truly hope this weekend goes great for you all. :cool:

dave10a
09-20-2012, 08:44 AM
I was the warranty writer for a high volume AG dealer. The majority of manufactures pay off of flat rate on warranty. Believe me we lost a lot of hours on many of those larger warranty claims. We would work on a lot of outside warranties, however, they took a back seat to our customers. Its only natural any dealer would do the same.


Oh that is just great. But I would like to hear directly from Heartland how they pay for warranty work. One's opinion based on experience with other manufacturers is not the facts. I don't think a manufacturer is serving its customers well to have them treated like second class citizens for warranty work and I am surprised if Heartland is that Heartless--- pun intended :-) We spend a lot of money of these products.

danemayer
09-20-2012, 09:12 AM
Oh that is just great. But I would like to hear directly from Heartland how they pay for warranty work. One's opinion based on experience with other manufacturers is not the facts. I don't think a manufacturer is serving its customers well to have them treated like second class citizens for warranty work and I am surprised if Heartland is that Heartless--- pun intended :-) We spend a lot of money of these products.

Dave,

Your question implies that you would like Heartland to pay a higher labor rate to dealers for warranty work so that you could get better treatment at dealers where you have no sales relationship. For the purposes of illustration, let me make a totally uninformed assumption that the current warranty labor rate is 1/2 of the retail labor rate. Let's say $50/hr for warranty and $100 for out-of-warranty work.

Now let's imagine that on your type of coach, Heartland figures that on average, they'll have to pay for 4 hours of warranty work. I have no idea whether that's high or low - but let's use it for illustration.

The new labor rate would add to Heartland's warranty cost 4 hours X $50 additional compensation or an additional $200 cost to the trailer.

Who do you think will pay that $200 of extra cost? Would it come out of Heartland profit? Not a chance. Out of dealer sales profit? I don't think so. Out of your pocket? Absolutely!

So you and every buyer would have to pay that extra $200 even if they only get service from the selling dealer. Every buyer would have to pay that extra $200 regardless of whether they even need any warranty work done. Every buyer would pay that extra $200 even if they performed all their own warranty labor.

And of course, the dealers would still be free to give priority treatment to the owners who bought from them, so it might not even fix the problem.

And I've seen enough product business cases to know that $200 in additional cost is not what you'll really pay. Heartland will mark it up and the dealer will mark it up. You could easily end up paying $400-800 for this improvement.

I don't need Heartland to answer this question. I'd like them to pay the lowest labor rate consistent with other manufacturers pay and consistent with what dealers expect.

GOTTOYS
09-20-2012, 09:56 AM
Dave,

Your question implies that you would like Heartland to pay a higher labor rate to dealers for warranty work so that you could get better treatment at dealers where you have no sales relationship. For the purposes of illustration, let me make a totally uninformed assumption that the current warranty labor rate is 1/2 of the retail labor rate. Let's say $50/hr for warranty and $100 for out-of-warranty work.

Now let's imagine that on your type of coach, Heartland figures that on average, they'll have to pay for 4 hours of warranty work. I have no idea whether that's high or low - but let's use it for illustration.

The new labor rate would add to Heartland's warranty cost 4 hours X $50 additional compensation or an additional $200 cost to the trailer.

Who do you think will pay that $200 of extra cost? Would it come out of Heartland profit? Not a chance. Out of dealer sales profit? I don't think so. Out of your pocket? Absolutely!

So you and every buyer would have to pay that extra $200 even if they only get service from the selling dealer. Every buyer would have to pay that extra $200 regardless of whether they even need any warranty work done. Every buyer would pay that extra $200 even if they performed all their own warranty labor.

And of course, the dealers would still be free to give priority treatment to the owners who bought from them, so it might not even fix the problem.

And I've seen enough product business cases to know that $200 in additional cost is not what you'll really pay. Heartland will mark it up and the dealer will mark it up. You could easily end up paying $400-800 for this improvement.

I don't need Heartland to answer this question. I'd like them to pay the lowest labor rate consistent with other manufacturers pay and consistent with what dealers expect.
Well stated Dan. Can't agree with you more..Don

dave10a
09-20-2012, 10:10 AM
Dave,

Your question implies that you would like Heartland to pay a higher labor rate to dealers for warranty work so that you could get better treatment at dealers where you have no sales relationship. For the purposes of illustration, let me make a totally uninformed assumption that the current warranty labor rate is 1/2 of the retail labor rate. Let's say $50/hr for warranty and $100 for out-of-warranty work.

Now let's imagine that on your type of coach, Heartland figures that on average, they'll have to pay for 4 hours of warranty work. I have no idea whether that's high or low - but let's use it for illustration.

The new labor rate would add to Heartland's warranty cost 4 hours X $50 additional compensation or an additional $200 cost to the trailer.

Who do you think will pay that $200 of extra cost? Would it come out of Heartland profit? Not a chance. Out of dealer sales profit? I don't think so. Out of your pocket? Absolutely!

So you and every buyer would have to pay that extra $200 even if they only get service from the selling dealer. Every buyer would have to pay that extra $200 regardless of whether they even need any warranty work done. Every buyer would pay that extra $200 even if they performed all their own warranty labor.

And of course, the dealers would still be free to give priority treatment to the owners who bought from them, so it might not even fix the problem.

And I've seen enough product business cases to know that $200 in additional cost is not what you'll really pay. Heartland will mark it up and the dealer will mark it up. You could easily end up paying $400-800 for this improvement.

I don't need Heartland to answer this question. I'd like them to pay the lowest labor rate consistent with other manufacturers pay and consistent with what dealers expect.


I simply would like to know how Heartland pays for warranty work. What is so hard about that question?

Bob&Patty
09-20-2012, 11:15 AM
Dave10a, HL sets their own labor rates on warranty work. That is to say, they state to a dealer this what we will pay for a certain repair and how much they will pay for the parts or supply the parts. This is no different that car dealers do. Car dealers and RV dealers agree to this in their contract with the manufacturer...period. Now just so you understand.....RV manufacturers CAN NOT make a dealer repair your coach if you DID NOT buy it from them. They are not car, motorcycle, big rig dealers that sign a contract to repair their products no matter where is was purchased. This is just the way it is...no "if's or buts about it".

Chopper Bill as absolutly correct. I worked in all aspects of GM car dealers service departments. GM sets the flat rate on ALL repairs and including how much the parts cost.....PERIOD. Yes, I did not get payed the big bucks for a repair, but it was a fair price. Also the dealer did make money on the parts, though not as much as retail. In my opinion RV dealers charge WAY to much at the "drive" for there repairs. Thats why I do my own. Example, I called my local dealer and asked how much to install my hitch in a different truck. $120.. per hour. $500.00 was the reply.........I did it myself in 2 hours. My Chevy dealer only charges $96.00 per hour and there "aint" no stinking computors or 8 miles of wires in a RV.

Maybe you can go on a campaign to correct the RV dealer problem.... good luck with your quest.

SO, now you know how HL and every other RV manufacturer does it. How do I know this....it's because I asked my HL dealer and Coley Brady (horses mouth) how it works.

JohnDar
09-20-2012, 12:00 PM
This thread is starting to take on aspects of other forums. Anybody got an IR gun to check the temperature? Rather than hash it out here, perhaps those with questions about warranty claims, rates and priorities would be better served by calling Heartland, or Thor, direct.

jimtoo
09-20-2012, 01:14 PM
I simply would like to know how Heartland pays for warranty work. What is so hard about that question?

Heartland pays with checks or credits dealers account.

Bob has nailed it.

Enough has been said.

Jim M

Bob&Patty
09-21-2012, 10:44 AM
Thanks J2. The only other thought I have had is a "CSI" report card sent to HL as to your last service visit. All car dealer do this and the furr will fly/ heads will roll if you give a BAD report. Thats why a good car dealer will never say NO to repair your vehicle under warranty. JMHO and 5cts worth (inflation).

dave10a
09-22-2012, 03:04 PM
So if you buy your unit in Florida and travel the USA like I do and can not go back to the selling dealer, the message is good luck for warranty repair if you can not fix it your self.

danemayer
09-22-2012, 06:10 PM
Ok guys - this thread is just getting argumentative and is not helping to solve anyone's problems. Closing it down.