Oh, yes, the dreaded "legal action.." In such a litigious society, it should shock no one that this phrase comes up in our industry. In my 20+ years in the RV industry, I have seen people threaten "legal action" for everything from cabinet doors that needed adjusted, to microwaves that went bad, to some pretty incredible demands that I won't go into.
For the record, at Heartland, I do my best, as do our many customer service employees, to work with people to get issues resolved. Most of the time, the dealers are on the same page, but sometimes they aren't, which is unfortunate. The only thing we can do there is replace those types of dealers with ones that are serious about customer service after the sale.
We want our customers to be happy, and back out on the road as quickly as possibly. We do this because we care, not just because we are legally bound by the written precepts of our warranty to do so. And no, it doesn't take threats. Of course, there are always those who think the written warranty doesn't mean anything - and if they threaten "legal action", that the manufacturer should simply disregard the written warranty and provide whatever they ask for - which has included some pretty incredible requests (demands) by the way. Unfortunately, it can cost that person thousands of dollars just to find out that, indeed, there is a warranty that is very precisely written, and in the end, both the manufacturer and customer agreed to abide by it when the coach was purchased.
While we have not been able to make every Heartland customer happy, our track record is very good for being able to satisfy the vast majority of them.
Nevertheless, we will always strive to make EACH and EVERYONE of you happy, to the best of our abilities and in agreement with the terms and conditions of our warranty - and then some when possible.
Thoughts for the day.
ST
