I have now called on two issues and received the ole "let me email an engineer and I will get back with you". The first time I finally got an email three weeks later and this last time I have heard nothing (called three weeks ago). Curious if anyone could give me the name of a customer service rep at Heartland they have had a positive experience with so I can get my questions answered.
Heartland Customer Service or lack thereof
- Thread starter pboswmo
- Start date
jimtoo
Moderator
Re: Hearland Customer Service or lack thereof
Hi pboswmo,
Welcome to the posting side of the Heartland Owners Forum. If your needing info on repairs or adjustments, you might ask your question here. We have a lot of great folks with lots of information and all willing to help when they can.
Jim M
Hi pboswmo,
Welcome to the posting side of the Heartland Owners Forum. If your needing info on repairs or adjustments, you might ask your question here. We have a lot of great folks with lots of information and all willing to help when they can.
Jim M
Re: Hearland Customer Service or lack thereof
I'll give my take on this. I had a shower problem and started with my dealer. I quickly learned the dealer was just not working on my problem at a pace I felt was appropriate (weeks went by). I haven't been happy with my dealer or at least the first service manager assigned to me. I asked for a new service manager and so far so good with a simple awning repair.
On my shower issue, I ended up calling Heartland support directly. Spoke with a customer service rep and provided him with VIN. Explained the problem, sent pictures via email, and he opened a support ticket. I was told he would contact the manufacturer of the product I was having problems with and send them the pictures. Ended up with the problem resolved in about two weeks. The manufacturer sent a company out to repair the problem onsite.
Biggest problem I found was breakdown/delay in communications. The chain of communication was
1) Me to Heartland
2) Heartland to manufacturer
3) Manufacturer to repair contractor
I understand all three of them are very busy with many, many customer calls and tried to help the process along when the communications slowed down. That meant I was proactive, asking when I could expect to hear back, and then making regular follow-up calls if I didn't. I also started an e-mail thread with all three of them to establish dates for the repair. I made sure to thank everyone along they way and tried to present a friendly disposition. I've seen too much negative/angry vibes against customer service reps in my job so I wanted to stay positive with the Heartland crew. The old saying of you catch more flies with honey than vinegar holds true.
That's my first experience with Heartland customer support and so far so good. I think the biggest thing is to specifically ask the rep, "when will I hear back from you" and then follow-up if it doesn't happen.
I'll give my take on this. I had a shower problem and started with my dealer. I quickly learned the dealer was just not working on my problem at a pace I felt was appropriate (weeks went by). I haven't been happy with my dealer or at least the first service manager assigned to me. I asked for a new service manager and so far so good with a simple awning repair.
On my shower issue, I ended up calling Heartland support directly. Spoke with a customer service rep and provided him with VIN. Explained the problem, sent pictures via email, and he opened a support ticket. I was told he would contact the manufacturer of the product I was having problems with and send them the pictures. Ended up with the problem resolved in about two weeks. The manufacturer sent a company out to repair the problem onsite.
Biggest problem I found was breakdown/delay in communications. The chain of communication was
1) Me to Heartland
2) Heartland to manufacturer
3) Manufacturer to repair contractor
I understand all three of them are very busy with many, many customer calls and tried to help the process along when the communications slowed down. That meant I was proactive, asking when I could expect to hear back, and then making regular follow-up calls if I didn't. I also started an e-mail thread with all three of them to establish dates for the repair. I made sure to thank everyone along they way and tried to present a friendly disposition. I've seen too much negative/angry vibes against customer service reps in my job so I wanted to stay positive with the Heartland crew. The old saying of you catch more flies with honey than vinegar holds true.
That's my first experience with Heartland customer support and so far so good. I think the biggest thing is to specifically ask the rep, "when will I hear back from you" and then follow-up if it doesn't happen.
Garypowell
Well-known member
Re: Hearland Customer Service or lack thereof
A big amen to what azbigfoot said. I call my technique being "pleasantly persistent". The person you contact has a hundred customers he is handling at one time not to mention a wife 2.75 kids and a dog.
Many who write in (not intending the OP) with a chip on their shoulder. I often want to write back and ask them how an attitude like that directed towards them would work....probably not very well.
I realize in a perfect world one phone call would work.......but we are not living in a perfect world.
During each phone call I ask "when do you think you can have that accomplished by?" "Oh, by next Tuesday.....I'll check back with you if I have not heard from you". About 50% of the time I have to call back....but that's OK. Usually that's all it takes for the person I am seeking help from to get three messages. One is that I am not a yeller or screamer and second I understand this problem is not their fault but most importantly I am not going away!
leaving someone alone for three weeks tells them that your problem is not very important to you and even possibly that it has gone away. Finding another name with that same approach is going to yield the same results.
A big amen to what azbigfoot said. I call my technique being "pleasantly persistent". The person you contact has a hundred customers he is handling at one time not to mention a wife 2.75 kids and a dog.
Many who write in (not intending the OP) with a chip on their shoulder. I often want to write back and ask them how an attitude like that directed towards them would work....probably not very well.
I realize in a perfect world one phone call would work.......but we are not living in a perfect world.
During each phone call I ask "when do you think you can have that accomplished by?" "Oh, by next Tuesday.....I'll check back with you if I have not heard from you". About 50% of the time I have to call back....but that's OK. Usually that's all it takes for the person I am seeking help from to get three messages. One is that I am not a yeller or screamer and second I understand this problem is not their fault but most importantly I am not going away!
leaving someone alone for three weeks tells them that your problem is not very important to you and even possibly that it has gone away. Finding another name with that same approach is going to yield the same results.
Rodbuster
Well-known member
Re: Hearland Customer Service or lack thereof
"name of a customer service rep at Heartland they have had a positive experience with"
Eric
Greg
Mike
Cindy (in parts)
Name of customer service reps where I've had a negative experience.
????
????
????
I hope your situation works out.
Dick
"name of a customer service rep at Heartland they have had a positive experience with"
Eric
Greg
Mike
Cindy (in parts)
Name of customer service reps where I've had a negative experience.
????
????
????
I hope your situation works out.
Dick
pegmikef
Well-known member
Re: Hearland Customer Service or lack thereof
The few times I have had to deal with customer service, I have always laid out the whole problem in an email including my VIN number and pictures if applicable and have never failed to get a response within a day. Two items were resolved via email, but on a couple of them they called me. They have always responded well to my emails (maybe because it leaves a trail).
The few times I have had to deal with customer service, I have always laid out the whole problem in an email including my VIN number and pictures if applicable and have never failed to get a response within a day. Two items were resolved via email, but on a couple of them they called me. They have always responded well to my emails (maybe because it leaves a trail).
TravelTiger
Founding Texas-West Chapter Leaders-Retired
Re: Hearland Customer Service or lack thereof
Excellent advice! You know their job has to be tough, most people they deal with are not "happy campers".
Sent from my iPhone using Tapatalk
Excellent advice! You know their job has to be tough, most people they deal with are not "happy campers".
Sent from my iPhone using Tapatalk
Re: Hearland Customer Service or lack thereof
I have been lucky and have only had a couple of warranty issues that resulted in money out of my hand. The first one involved my local dealer, who I did not purchase my Cyclone from. The dealer was great at getting the work done and a reimbursement from Heartland within a couple of weeks. The second repair happened while I was on the road on the opposite coast of the USA. Had a mobil repair in the campground. Heartland had a reimbursement check in my hand within a week.
I have been lucky and have only had a couple of warranty issues that resulted in money out of my hand. The first one involved my local dealer, who I did not purchase my Cyclone from. The dealer was great at getting the work done and a reimbursement from Heartland within a couple of weeks. The second repair happened while I was on the road on the opposite coast of the USA. Had a mobil repair in the campground. Heartland had a reimbursement check in my hand within a week.
Thanks for all the replies. I understand and appreciate the wealth of knowledge that is available on here and will use it going forward. However, whenever you spend the amount of money we just did you expect customer service to go along with it. (took delivery of a 4100 King in Dec). I would be most upset if a customer of our business felt the same way I do.
Anyway, the first issue I waited three weeks to get an answer was we wanted to take out the garage sliding glass door and replace it with an actual walk door. I called the factory to see what doors they might have available. After two weeks I gave up and had one made. Couldn't be happier with the result. Not only did we get a walk door, we got additional wall space to move the light switches and thermostat from the ceiling to the wall.
Second issue that they failed to return my call on was trying to figure out the selector switch used on units with three air conditioners. It makes absolutely no sense to not be able to run the "living room" and "master" at the same time when they are the two most used locations in the unit. I realize this has been discussed in great detail on here but wanted some wiring diagrams to "rearrange" the switch so we can run the living room and master together. Again, I have given up and with the help of a local have found the solution for this and being able to run all three a/c units at the same time (when we are a park that has a 50 amp service plus and a 110 plug...which we are all summer).
Anyway, the first issue I waited three weeks to get an answer was we wanted to take out the garage sliding glass door and replace it with an actual walk door. I called the factory to see what doors they might have available. After two weeks I gave up and had one made. Couldn't be happier with the result. Not only did we get a walk door, we got additional wall space to move the light switches and thermostat from the ceiling to the wall.
Second issue that they failed to return my call on was trying to figure out the selector switch used on units with three air conditioners. It makes absolutely no sense to not be able to run the "living room" and "master" at the same time when they are the two most used locations in the unit. I realize this has been discussed in great detail on here but wanted some wiring diagrams to "rearrange" the switch so we can run the living room and master together. Again, I have given up and with the help of a local have found the solution for this and being able to run all three a/c units at the same time (when we are a park that has a 50 amp service plus and a 110 plug...which we are all summer).
Bob&Patty
Founders of SoCal Chapter
Well I'm glad that you have things now to your liking. As I stated, you asked how to modify 2 things. No business in there right mind will give you those answers. What if a business told someone the way to modify something and it burned their house to the ground. Guess who would be sued....that business. The question you should have asked...."if I modify my A/C wiring will it void my warranty. "If my CY burns to the ground because I modified the wiring...can I sue you for a new one"? People are sue crazy now and a business has to protect themself. Case in point...if you modify the suspension or wiring on your car or truck..it voids the warranty on those parts of the vehicle. If the modified suspension comes apart and you have an accident and someone get hurt or worse....guess what. Don't believe me...call your dealer and ask. All JMHO.
They were supposed to do the door modification at the factory and failed to do it. It is my understanding they have changed the way they wire the A/C switch on the units that are coming off line now...wired to allow you to run the living room and bedroom at the same time. Was calling to confirm this and get the diagram how to do it.
Bob&Patty
Founders of SoCal Chapter
OK, now your post makes more sense. You did not state this in the beginning......so forget what I said. Its too bad your dealer did not notice this when it arrived and give you the option of ordering a new coach built the way you wanted. Anyway, glad its like you want it now. Go enjoy it.
