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Customer care question

Yahoo Message Number: 22721
We have been completely blown off by a certain AZ CC dealer . . . totally unresponsive to phone calls, e-mails, and faxes. The sales staff, so attentive at purchase of our '06, now apparently believes we do not exist.
I've never seen anything like it. Literally, NO response to any of our questions . . . They owe us accessories we paid for.
I am up for suggestions. Does the factory have an issue with how we are treated after the sale? Factory techies have been superb to date with minor issues the dealer won't answer, and the coach is terrific, we love it . . . our issue is with the dealer who must have wiped us our of their minds when we exited the lot. Happy to take this up with the factory if someone believes this will do any good.

Up for suggstions on what steps to take short of an attorney . . . not afraid to do that, just seems a last resort (if we gatta, we gatta).

Lon

'06 Inspire

Re: Customer care question

Reply #1 –
Yahoo Message Number: 22727
Quote from: Lon"
We have been completely blown off by a certain AZ CC dealer . . .

totally

Quote
unresponsive to phone calls, e-mails, and faxes. The sales staff,

so

Quote
attentive at purchase of our '06, now apparently believes we do

not exist.

Quote
I've never seen anything like it. Literally, NO response to any of

our

Quote
questions . . . They owe us accessories we paid for.

I am up for suggestions. Does the factory have an issue with how

we are

Quote
treated after the sale? Factory techies have been superb to date

with minor

Quote
issues the dealer won't answer, and the coach is terrific, we love

it . . .

Quote
our issue is with the dealer who must have wiped us our of their

minds when

Quote
we exited the lot. Happy to take this up with the factory if

someone

Quote
believes this will do any good.

Up for suggstions on what steps to take short of an attorney . . .

not

Quote
afraid to do that, just seems a last resort (if we gatta, we

gatta).

Quote
Lon

'06 Inspire
I would compose your letter to the dealer listing your complaints, send it registered mail to the owner/General manager, then post it on this site and send a copy to CC customer service. I know CC is VERY concerned regarding dealers who don't take care of us, the customer. Service is what sells coaches, along with quality. I think you will be surprised who reads these posts and it might help others from having the same problem.

Re: Customer care question

Reply #2 –
Yahoo Message Number: 22734
Lon

Why don't you let us know who the dealer is that is giving you the bum shoulder. I have a feeling I know which dealer it is, but would appreciate knowing from you.

Tom Royer

2003 Allure #30858 (for sale on rvonline)

Re: Customer care question

Reply #3 –
Yahoo Message Number: 22769
We would like to know who the dealer was. This way we will all stay away and not get stuck like you.

Gary Bender

04 Intrigue 11701

customer care question

Reply #4 –
Yahoo Message Number: 22730
We bought our coach from Guaranty RV in Junction City from a Susan Graham. When we have had problems she has always gotten back to us with answers and directions for help. She knows everyone at the factory as they are a stones throw away. I believe the salesperson you get is VERY important, it has been for us.

Dan & Morgan
05 Allure

Re: customer care question

Reply #5 –
Yahoo Message Number: 22735
I am sorry, but i can not stand by and let anyone promote Susan Graham. My Mother has always told me to say only good things about people, so I will not tell my tale here. If you are about to buy from her e-mail me direct and I know I will save you time and money. Sorry Dan but Susan Grahsn is not on my list of anyone that I would ever recommend, and therefore, I feel I must speak out. I did not send in the letter that she is always asking for.

Her definition of a plant tour, arranged weeks in advance was a drive around the lot in a car. It gets worse.

Thank you,

Jim Spivey

Re: customer care question

Reply #6 –
Yahoo Message Number: 22737
Susan Graham was our salesperson when we purchased our Intrigue. In my opinion, she is top notch! During the time that we were working with her, she experienced an unbelievable family catastrophe, yet she was always there when needed.
Your attention is invited to the latest Destinations magazine naming Damon Rapozo #1 and Susan Graham tied for #2 & #3. It would seem that others are obviously quite satisfied with her.

Chuck Penque

03 Intrigue 11673

Re: customer care question

Reply #7 –
Yahoo Message Number: 22739
We are absolutely amazed to read this about Susan Graham. Having known her for a number of years and purchased a custom Country Coach Affinity of which we took a factory delivery in Junction City, we just cannot say enough good things about Susan.

During our discovery period while we were trying to figure out what Coach to buy, she never pressured us and was always available for questions. While our Coach was being built, she was a sounding board with the Factory. Since we have owned our Coach and been traveling in it for the last 16 months, she has responded to all our needs.

She is a caring person and extremely knowledgeable in all aspects of Country Coach products.

We think she is the best!

Suzanne & John Pitts
2005 Affinity 770LX

Re: customer care question

Reply #8 –
Yahoo Message Number: 22750
Sorry we do not agree. I bought my unit in 2003, and the first call from Susan came today. Since my purchase I have shared my story with several fellow CC'ers, and most agree with me. That is what public opinion is all about. Ask her about the ladder I thought came with the RV. The ladder is $100.00 and you would have thought that I wanted to take it from her at gun point. I could not even get help from Guarantee Parts dept. I had to go to manufacturer, then get PN then find dealer for installations. After I had purchase unit I never got one phone call back, and when parts did not cooperate there I was outside looking for help from someone who had not sold me the unit. I soon figured out that if you want something as complicated as these coaches can be, you had better start reading the manual and getting ready to do some work yourself. An example would be the inverter and manual. I went to a show and the manufacture was there. He did explain it and then a CC CS read me the settilngs, and all went well for a while, but to tell you that I really understand, hmmm, who would be kidding who.
When I purchased the coach the front SS emblem was not attached correctly.
I sent in my deposit, reminded her of the repair, then told her when I would be there, and still the coach was not reparied. What more can I say. After the plant tour by car, I just waited in the RV spaces until the coach was returned. It was late and I had told Susan I would pay for help, of course none arrived. Then on the next day as I am packing up and trying to leave Susan comes buy to show my old coach. There is a term for this kind of nerve, but ladies are present so I will not repeated here. (Usually the objects referred to are round, and bounce).

Until today I had assumed Susan had forgotten me, but I would never recommend her or the dealership she represents. I should mention that I live in Southern Calif. so Susan knew about the trip and time I was taking for the purchase. Today dealers in San Diego and other areas would be where I would shop. Also I would never buy knew again.
Those of you who have come on here to ask about models and years are the smart ones. CC has made some bad product and as we alll know, and Sh-t smells. (Example 2003 paint issues on the Allure). Have they started to get on top of the issues, yes but this group is really a big motivator for them. What CC needs to do is take the lead, file the issue and issue bulletins for us to read and respond to. To often the manufacture is looking at his lawyer, rather than his client. CC needs to reach a middle ground and help coordinate the issues that come up rather that let us all just run around like chickens with our heads cut off. The whole Toro tire issue is a classic example.

That is my opinion, maybe you didn't really ask for it, but I will still buy the beers and listen to your stories, I just can not promote individuals I know to be second rate, and the last I checked having a difference of opinion is still the American way. If I have informed, then I think that is what this group is all about.

Thank you,

Jim Spivey

Re: customer care question

Reply #9 –
Yahoo Message Number: 22752
I have published a little more detail to support my opinion.
Sales ratings do not ever impress me unless I see someone special that I would have hired prior to retirement. The statistic you refer to does not give you the population nore does it back ground any of the competition. I have been there over the past years several times, and any real talent has yet to present itself.

I might add that I have been there to get repairs done by CC. The dealer did not touch the unit before I picked it up, and never touched it after, and I mean never. I always wondered who actually owned the unit before my purchase, the paper was clear, but I can assure Guarranty RV Inc. never has touched my unit until last summer. I found out that the paint repair was done by them under contract from CC. That is another whole story. ( I still have a slide that leaks ) Also on the walk through that was all done by CC.
I bought Susan lunch on the first day after the drive by tour and never saw her again until she showed up to sell my old unit.
I should mention that my experience wilth capital purchases like this have been extensive, so I can put Susan with about 10 other professionals. She would get in but sorry so free drinks.
As to CC and Guaranty that still remains to be seen, I know that CC must move to a more industrial standards for Quality Control. The manuals that come with the coach are often so poor that you know the operation sheets for assembly must have been changed, or were not followed. I hope that by letting some of these issues out, CC will see that we are not all mindless retarded reitred people with lots of money.
The groups of people we have meant have been fantastic, have we all agreed on CC issues, no but we sure can have fun talking about it. Your not first to defend Susan and I dare say you will not be the last. I just want to present another side, and if I have made some stop and think then I did my part. Just the same as if I had posted pictures on a fix or shared good services, or a good spot with the group. I am retilred, enjoy my unit, and have had my problems. I, however, don't mind working on the unit and others think I am crazy. We will have to meet and you can form your own opinion, look forward to seeing you on the road, be safe.

Thank you,

Jim Spivey

Re: customer care question

Reply #10 –
Yahoo Message Number: 22762
Jim, I have to take exception to your comment about " paint issues" on the 03 Allure. I have this model and find it to be a superior coach---the " paint issue" was an electrolysis problem which showed up in the paint, but once corrected no paint problems remain. I'm in the process of trying to sell my coach because of personal reasons, not coach reasons. As I've said before, my 03 Allure is the finest coach I 've ever owned, and I hate to see people get the idea it has " paint issues."

Walt Rothermel;

03Allure30811( for sale )
 

Re: customer care question

Reply #11 –
Yahoo Message Number: 22771
I highly recommend Dave Bonney at Guaranty in Junction City. He gives a full 1 on 1 tour of factory and always says he never makes a sale to just a customer. Everyone he sells to becomes a friend. We bought our coach in August of 03' and to this day we still see Dave and he still always makes sure we are taken care of.

Gary Bender

04' Intrigue 11701