dave10a
Well-known member
I traded my motor home, Tiffin Phaeton, for a Landmark at Camping World. When something fails, like the ballast in my lights, and I could fix it myself because unhooking and suffering the expense to go to the dealer for repair is unrealistic; Heartland refuses to send me a replacement part until I send them the failed part. Tiffin would send me the part and I would return the failed part after I replaced it. Tiffin for expensive items would take my credit card number without charging me in the event I failed to return the old part. I think that is a reasonable way to do business. The dealer said I could only get warranty repair if I drove the trailer to their facility. Also Tiffin took care of items that were out of warranty if it was clear that it was a manufacturing mistake. I some cases Tiffin would honor out of warranty if it was a "grey area." Some people would take advantage of Tiffin's generosity, but Tiffin has survived, not to mention of become a major motor home supplier, for decades doing its best to treat their customers like they should be. Heartland seems like a reputable company, but has a "big corporate attitude" that is not conducive toward customer satisfaction. Customer satisfaction is like good engineering, it doesn't cost any more and has huge rewards. Profit and customer satisfaction go hand in hand......