When we bought our Prowler back in May, I told not only our salesperson, but the service manager about the bad experiences we had with our previous dealer (only 10 miles down the road) on our previous Heartland product . . . a 2013 Trail Runner.
They both promised me that they offer the best service in the state of Colorado and that we would not get the cold shoulder.
Well, a few weeks ago after our first two outings (two weekends in a row) with our new Prowler, I called the service department to set up a time for me to bring my trailer up so I could show them the issues, then they could get the parts ordered, then I would bring the trailer up when they were ready to do the work.
Well . . . after almost a week of phone tag . . . I finally got a voice!
When I explained how I wanted to work this (what I wrote just above), the person on the phone told me "Oh no, that is not how we do things . . . you need to drop the trailer off so we can inspect it and we'll call you when it's done!"
To which I said . . . "NO WAY! . . . That is not how I work!"
Our long vacation was coming up in three weeks and I wasn't going to jeopardize that by leaving it sit up there for a few weeks!
After we got back from our vacation, I called them up to arrange again to have them look at the issues . . . and again it took over a week of me calling several times before I got a real voice . . . I hung up when I got voice mail as that didn't work the last time.
I finally last week (Thursday) got someone else in the service department, and he gave me his email address and asked me to send him photos of the issues and he would contact me when he had approval, to which I sent them out the next morning.
Yesterday, I get an email from someone else in the service department wondering where the photos are so that they could get going on my request . . . so I forwarded the same email to this person right away.
However, I added a comment to this forwarded email that I will call Heartland for them and get the ball rolling on ordering the parts needed to get this work done . . . and within the hour, the service manager called me!
Unfortunately, I was right in the middle of a sale myself (I'm in sales, too), so I had to let the call go to my voice mail!
I called back about an hour later and left a voice mail and let him know that I am off today and to call me first thing in the morning.
Well . . . they've been open for two hours now and I haven't heard from them yet.
Here are some of the photos I sent to them:
View attachment 39953 View attachment 39954 View attachment 39955 View attachment 39956
I will be discussing this with the service manager when I finally talk to him.
They have another dealership closer to my house, so I may just start going there if they can't get their act together!
By the way . . . the awning and the window shade were pointed out to them the day we did the PDI and they were to have already ordered these parts.[/QUOTE
I am tired of hearing these stories... Seems the pride of doing a good job is going straight into the toilet.
I judge a dealer on how they perform after the sale not during it. The best advice I think that has been given is to get heartland into the loop right away. We have purchased our last two rigs from RV America in CO. The first was SOB so I know it is not just getting heartland involved in the warranty work. They have never had my rig for more than a week no matter the issue. They also give me a phone call about every other day to keep me up to date on the progress. I will buy my next rig there if they have what I want.
The wife and I warned you John. You would be better off getting Heartland to authorize you to go to a different dealer for your repairs.
