Warranty Issues

Once we bought our Bighorn three month ago. We have went on two trips and the camper has been at the dealer three time for manufacturing defects. The only thing that disappoints me is that on the third trip on October 26 to the dealer where the camp now sets. That the factory told the dealer do anything to make us happy to own the Bighorn. But now the dealer is telling me that the factory does not want to give him authorization to repair the problems which are manufacturing defects from overlooked quality control from the factory. I am real disappointed that a company that wants to do so good. Would keep adding lines of different campers and can not seem to get some of their biggest problems fixed on their current models.

PS If any factory rep. or factory owner would like to discuss this with me !! PLEASE !! email me at mcgeefixit@triad.rr.com Let's see if one of the owners will even respond!!!

Repairs

McGee,
I am emailing you at the posted email address to discuss your service concerns. We will get the repairs completed correctly. While we do our best to work with the dealers to repair any service issues on Heartland coaches, there are times when what the dealer wants to do and what our factory service tech is telling them to do are different. In these instances, it may take sending photos or a better explaination from the factory service techs to make sure the repair is done properly.

ST

Fireflipper

Hi Mcgeefixit
I would take a minute and call the factory directly. Talk to Randy in the customer service dept. I have had things go wrong more than once and the factory did everything, including bending over backwards, to get my problem solved. I am still working on it and do not believe that the factory would tell your dealer that. hope you get things set straight and maybe we will see you at the rally.

I recently took delivery on a BigHorn 3055 and am thrilled with it. We took it out for a trial spin and encounter a few problems, major one being the slides would not go back in until played with it for close to 1/2 hour. We found out the solenoid was bad. The dealer was very proactive in correcting it but I seem to still have a holing mattress. After seeing this name on this forum I wrote the following email. I will post the answer if received.

"We very excitedly picked up our fiver a week or so before Thanksgiving. We were told that we would have a walk through explaining how things work. We did have a very short walk through escorted by a young kid who was not very knowledgeably. Every we question we asked him, he was not able to answer and need not bother to find out. At the end of the tour he handed me a piece of paper and by signing it, it would start the warranties on all the products in the RV. We then took it home and prepared to take it in on a two week trip to work out any bugs before leaving for the winter. After I got it home and was putting my bedding on the bed, I pulled off the plastic off the mattress and found a hole in the mattress. It is approximately 1 1/2 square. While on our trip we compiled a list of things to fix. This was one of the items. After returning home, we made an appointment with the dealer and took it down for repairs. The dealer made good on the list except for the mattress which he claims we should have pointed it out before we left the lot. I ask you, how many customer find it necessary to take the plastic off the mattress? The dealer also stated that he was unable to do anything about the mattress and we should contact you directly. He stated that you could send us a replacement. What do we need to do to make this mattress right? I have written to the company before but have received no reply. HELP Please. Jacquie Jones in Utah. 801 XXX-XXXX."

Coyotejones,

Please call the Heartland Service Department to discuss the problem with your mattress - the number is 574-262-8030.

Thanks

Mattress

Here is the answer I so promptly received from Hearland. I will keep you posted of any progress. I replied with the infomation he requested. This has restored my faith in customer satisfaction.

Jacquie
I apologize the dealer has not taken care of you like he should have, the PDI walk through is to show the New Owner his product, show how everything works, and note anything the customer might see needs repaired and complete those. The dealer was responsible to walk the unit and note any damage when they received it.

There are items that if not noted at time of delivery to the dealer, we the manufacture will not cover under warranty. The reason behind this is we do not cover damage done while on the dealers lot. For example, if a dealer received a unit in July and in October stated that the sofa was soiled, we would not cover it under warranty that would than become the dealer’s responsibility to repair at there expense.
I do not know why the dealer would have told you to deal with us the manufacture on this mattress issue, except that he might realized that he should have discovered this while prepping the unit for you and during this prep should have removed the plastic.

This probably sounds like I am putting this back on the dealer and in reality I should, however that hardly seams fair to you the customer. The dealer should have replaced the mattress for you (he sold it to you) and than if, he felt it should be warranty than he should have come and argued with us on this. It is my opinion that the dealer should always take care of their customers, not make the customer try to get warranty or good will from the manufacture. Moreover, if it is not warranty than they should tell you that up front, and fix it if they feel it should have been fixed, and if they feel it should be no charge than they should pay it, after all, they sold it to you and you bought it from them in good faith.

So I have spoke my mind, but in order for me to help I need more information from you.
I need to know your unit serial # last six digits.
I need to know what product you have, if you do not know I will get from serial #.
I need to know the selling dealer.
I need you purchase date.
Last the size of the mattress.

If you would e-mail that back to me than I can start to be able to help you get this resolved and behind us.

Thank you
David Partin


Director of Dealer Services
Heartland Recreational Vehicles