Heartland Recreational Vehicles – Warranty/Service Procedures
The following text in this post is being posted at the request of Heartland RVs. If you have a question about this process, please contact Heartland at the number listed below as Heartland does not monitor this thread. Thanks, Jim
Get a hold of Heartland's Customer Service Department at 574.262.8030. Let them know which part of the country you are calling from (Western States, Mid-West, or Eastern States), and they will put you through to the warranty rep. for your territory, and they can help you find a place to have the unit worked on.
Here's the way it works:
The #1 Choice is always to have your Purchasing Dealer work on your coach. This is for many reasons, not the least of which is they have the most incentive to repair your coach quickly and provide you with the best possible customer service. You have every right to ask for, and expect them to work on your coach as soon as possible and their entire organization will be familiar with Heartland's parts/service/warranty process, including all of the correct paper work, familiarity with the parts ordering and warranty authorization processes.
The #2 Choice is to work with a different Authorized Heartland Dealer. Authorized Heartland dealers will more often than not do their best to work you in, though they are always going to put their customers first, which can cause delays. They have a relationship with Heartland and familiarity with our parts/service/warranty processes - which is very beneficial to getting your coach repaired efficiently and correctly.
The #3 Choice is to work with an Independent Dealer who is not a Heartland dealer. The reason that this option is not always the best is because not only do they have no incentive to work on your coach quickly (a lot will only work on coaches that were purchased from their dealership). If they are not a Heartland dealer, they do not have the proper forms and contact information, which makes it more difficult during the whole parts ordering process, obtaining warranty approvals for their work, etc. They may also require you to pay for the work, instead of going through the processes to obtain their money from Heartland. If you choose this route for your repairs, be sure that the dealer obtains a written authorization from Heartland regarding what work is going to be done and how many hours are authorized. That way, there will be no surprises when the work in completed. Be sure to double check with Heartland to make sure they have approved and authorized the work so that you can be reimbursed under the terms of your warranty.
The #4 Choice is to work with an Independent RV Service Center. While they can typically get to your coach sooner than any non-purchasing dealer, they too often require payment from the customer up front. If you choose this route for your repairs, be sure that the dealer has a written authorization from Heartland regarding what work is going to be done and how many hours are authorized. That way, there will be no surprises when the work in completed and they hand you the bill. Be sure to double check with Heartland to make sure they have approved and authorized the work so that you can be reimbursed under the terms of your warranty.
NOTE: With options 3 & 4, customer re-imbursement will only be for the repairs that were pre-authorized. If the repair facility is willing to bill Heartland RV direct, we will pay them under the terms of our warranty claims process. Customer payment is based on the original receipt being sent in with a written request for payment.
Updated: 01-January-2007
First posted: 13-December-2006
The following text in this post is being posted at the request of Heartland RVs. If you have a question about this process, please contact Heartland at the number listed below as Heartland does not monitor this thread. Thanks, Jim
January 1, 2007
HEARTLAND RECREATIONAL VEHICLES – WARRANTY/SERVICE PROCEDURES
Get a hold of Heartland's Customer Service Department at 574.262.8030. Let them know which part of the country you are calling from (Western States, Mid-West, or Eastern States), and they will put you through to the warranty rep. for your territory, and they can help you find a place to have the unit worked on.
Here's the way it works:
The #1 Choice is always to have your Purchasing Dealer work on your coach. This is for many reasons, not the least of which is they have the most incentive to repair your coach quickly and provide you with the best possible customer service. You have every right to ask for, and expect them to work on your coach as soon as possible and their entire organization will be familiar with Heartland's parts/service/warranty process, including all of the correct paper work, familiarity with the parts ordering and warranty authorization processes.
The #2 Choice is to work with a different Authorized Heartland Dealer. Authorized Heartland dealers will more often than not do their best to work you in, though they are always going to put their customers first, which can cause delays. They have a relationship with Heartland and familiarity with our parts/service/warranty processes - which is very beneficial to getting your coach repaired efficiently and correctly.
The #3 Choice is to work with an Independent Dealer who is not a Heartland dealer. The reason that this option is not always the best is because not only do they have no incentive to work on your coach quickly (a lot will only work on coaches that were purchased from their dealership). If they are not a Heartland dealer, they do not have the proper forms and contact information, which makes it more difficult during the whole parts ordering process, obtaining warranty approvals for their work, etc. They may also require you to pay for the work, instead of going through the processes to obtain their money from Heartland. If you choose this route for your repairs, be sure that the dealer obtains a written authorization from Heartland regarding what work is going to be done and how many hours are authorized. That way, there will be no surprises when the work in completed. Be sure to double check with Heartland to make sure they have approved and authorized the work so that you can be reimbursed under the terms of your warranty.
The #4 Choice is to work with an Independent RV Service Center. While they can typically get to your coach sooner than any non-purchasing dealer, they too often require payment from the customer up front. If you choose this route for your repairs, be sure that the dealer has a written authorization from Heartland regarding what work is going to be done and how many hours are authorized. That way, there will be no surprises when the work in completed and they hand you the bill. Be sure to double check with Heartland to make sure they have approved and authorized the work so that you can be reimbursed under the terms of your warranty.
NOTE: With options 3 & 4, customer re-imbursement will only be for the repairs that were pre-authorized. If the repair facility is willing to bill Heartland RV direct, we will pay them under the terms of our warranty claims process. Customer payment is based on the original receipt being sent in with a written request for payment.
Updated: 01-January-2007
First posted: 13-December-2006
Last edited:
OK Jim it just upset me as the things they said were not found I told the writer if you can't find something I was ten min away no searching was needed.I have done Home repair for a living and know something of what I am talking about after warranty I will work do most the repairs myself but Heatland won't let me at this time I;m not authorized and I understand so I will call Heartland and find out.Thank Jim 
