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service at country coach factory

Yahoo Message Number: 72318
Has any one had any service done at the Factory since it reopened? Am scheduled for service next week on 05 magna

Re: service at country coach factory

Reply #1 –
Yahoo Message Number: 72320
Donald,

I'm at River Bend Resort a few miles from the factory, and I go in for service tomorrow morning.
I'll let you know how it goes.
Jim

2005 Inspire #51225

From: "donald"

Sent: Wednesday, June 29, 2011 3:28 PM To: Country-Coach-Owners@yahoogroups.com Subject: [Country-Coach-Owners] service at country coach factory

Has any one had any service done at the Factory since it reopened? Am scheduled for service next week on 05 magna

Re: service at country coach factory

Reply #2 –
Yahoo Message Number: 72343
Donald:

We were there last month.

Bottom line, CC seems to be able to handle the small repairs. I caution anyone who thinks they can do major projects (like a remodel or painting). They fell WAY below my minimum expectations. They have lost me as a customer.
I am still too mad to complete a post for this board detailing what we went through. I will calm down sooner or later.

Denis Vogel

'06 Allure 31409

Re: service at country coach factory

Reply #3 –
Yahoo Message Number: 72344
Donald, why not share the good, bad and ugly. We all have had our share of nightmare repairs by so-called professionals.
AL

00 affinity #5851

Re: service at country coach factory

Reply #4 –
Yahoo Message Number: 72345
In anticipation of needing repairs next season, I reached out to J. Cooley with an email request hoping to get a dialogue going. I also think emails are a good method for seeing how attentive a business is to customers (past, present and future). Service is everything in a successful business and those unwilling or unable to understand this most basic concept aren't first choices for me. That said, CC never bothered to return my email. After I hit the return key, 3000 folks now know about this. Is this smart on CC's part?? As we all know, one bad customer goes a long way. The internet and news groups like this one have become powerful communication tools for customers like all of us. I encourage everyone to document their repair experiences. It's information we can all benefit from both in the positive and negative. Businesses providing repairs can also benefit from it providing they treat their customers with honesty, value and respect.

At 07:52 AM 6/30/2011, you wrote:

Re: service at country coach factory

Reply #5 –
Yahoo Message Number: 72346
well said Scott....
AL

00 affinity #5851

Re: service at country coach factory

Reply #6 –
Yahoo Message Number: 72349
Jim Cooley, rescued me a few times over the years at CC when Doug Rutherford or Larry Sherwood were

in so deep they could hardly see the light of day. So that makes me sad.
But never fear the boys at

Oregon Motor coach are also in the area. Bob Vincent, Serv. Mgr, Tom Holland, Dave Remington, etc do
excellent work.

But you all realize when it comes to repairs of motor homes communication is the key. Management

has to understand your problem so they can explain it to the tech, so he can attempt a fix. You have to

do your part and make sure, it is fixed as they go along with each step.
At least at OMC, I know all the

techs and make sure to take time to meet the new techs from Monaco and they get to know me and my

whims and preferences. I also want them all to understand please keep your eyes, ears and nose

working for any issues that need attention. Like when Dave Remington found a leaking lift pump, and

a seeping oil pan. Cummins in Coburg found a leaky part on my engine break. But they know me, too.

Cummins even pressured washed the engine compartment. Something I thought should have been

done by Cummins Rocky Mountain two years ago, with the leaky Injection pump. Cummins NW is real

good at razzin' Rocky Mountain Group on what they leave half done. So do your homework.

I am saying just don't believe everything to be perfect when they finished if you haven't taken the time

to do your home work, too. Honda and Accura service people don't understand why I never give a 10 on

completed service work. That's because none of them go above and beyond what is asked or expected

of them. Surprise me fellows and you might get a 10. 8 is my above average rating. With 7 being

satisfactory, which gets the Service writer and Manager hauled in on the carpet, by upper management.

That's the way it should be with motor home repairs, but alas, its never been and will probably never

be. OMC has the the right approach, if you can and are willing to do your part, which guarantees they

will do theirs. When Dave Remington was replacing a mount for my passenger mirror, he didn't like the

way Cal had mounted my Nomad controller and sat receiver, so he fixed it.
He asked me first, even

searched me out to get an answer. That's going above and beyond, the way it should be. Maybe not at

10 but certainly 9 +.
TWI 2004 Intrigue 11731

Original Message:
-----------------

From: Scott scott@... Date: Thu, 30 Jun 2011 09:20:47 -0700 To: Country-Coach-Owners@yahoogroups.com Subject: Re: [Country-Coach-Owners] Re: service at country coach factory

In anticipation of needing repairs next season, I reached out to J. Cooley with an email request hoping to get a dialogue going. I also think emails are a good method for seeing how attentive a business is to customers (past, present and future). Service is everything in a successful business and those unwilling or unable to understand this most basic concept aren't first choices for me. That said, CC never bothered to return my email. After I hit the return key, 3000 folks now know about this. Is this smart on CC's part?? As we all know, one bad customer goes a long way. The internet and news groups like this one have become powerful communication tools for customers like all of us. I encourage everyone to document their repair

experiences. It's information we can all benefit from both in the positive and

negative. Businesses providing repairs can also benefit from it providing they treat their customers with honesty, value and respect.

At 07:52 AM 6/30/2011, you wrote:

Quote
>

Donald:

We were there last month.

Bottom line, CC seems to be able to handle the >small repairs. I caution anyone who thinks they >can do major projects (like a remodel or >painting). They fell WAY below my minimum >expectations. They have lost me as a customer.

I am still too mad to complete a post for this >board detailing what we went through. I will calm down sooner or later.

Denis Vogel

06 Allure 31409

In

Country-Coach-Owners@yahoogr

oups.com,

Quote
>"donald" wrote:
>

> Has any one had any service done at the > Factory since it reopened? Am scheduled for service next week on 05 magna > >

Best - Scott

2006 Allure 430 #31349
(Bus-Stead Lemon)

mail2web.com - Microsoft® Exchange solutions from a leading provider - http://link.mail2web.com/Business/Exchange

Re: service at country coach factory

Reply #7 –
Yahoo Message Number: 72351
Sadly, some people think their name will bring success.

George

'04 Inspire 51061

Re: service at country coach factory

Reply #8 –
Yahoo Message Number: 72354
OK Donald, a little background first, we need an alignment after new tires across the street. Discovered our radiator was leaking, something I was watching after reading Scott's blog. We also got prices for some painting we wanted done on the coach, the top of our coach was dark brown and the solar gain had been bad, we wanted it repainted the lightest "field" color...this is the whole story.
CC....Medium paint price, best place for an alignment bar none, got ride height stats for coach, sat with Ron Lee for an hour or two chatting about coach design, old production, his history, his extensive toy collection (talked more about toys than business). My initial impression was that I was not real crazy about Jim Cooley's (service manager) attention to customer service, (in his defense he was fighting a pinched nerve....I am not the type that needs his butt kissed...but he was not meeting my expectations for customer service).
Two weeks later (from above) I have a different opinion of CC. Jim Cooley's history with CC explains alot...I find he is disorganized and not a team builder, consequently, the service staff functions like a bunch of independent contractors, very confused independent contractors. The tech who did the alignment and the radiator (he has done 7 radiators since being back at CC...in what, a month?) was professional, intelligent, and competent. That was positive.
Now my paint story, I wanted the top band (chocolate brown on our coach) repainted the lightest "field" color. The solar gain has been bothering us since we bought it, and it is our home, so we got estimates at three shops. CC was medium in the pricing, and had time, and several rig size paint booths. I decided to use CC, discussed timing, they assured me 5 days M-F would be enough time. I took the extra step of getting all the players together for a "bid conformation", stood with Cooley and the painter around the coach and reviewed work steps to make sure everything was covered. I was assured it was, told them how I wanted mirrors and snaps (for sunshield) re-installed, thought I was in good hands.
Brought it in on Monday...got a skeptical comment from the shop foreman (who built the estimate and was invited to the "bid conformation", guess he was busy) that 5 days was too short, but then if Jim said it was OK, then it must be OK. On Thursday, they call and say we can have it for the weekend, but they need it back M + T. I ask why (figuring the roof seam I asked them to check needed some glass repair....). Cooley says, well, he didn't know that the pattern was on the sides of the slides*, thought they were solid color, and a separate operation was needed to paint the slides....so we could have it minus the awning and slide covers for the weekend, and stay in it Monday night. (He was told this by the painter on Monday, I was not informed until Thursday.) When we arrived on Tuesday, we were told it wouldn't be ready until Wednesday, which meant we checked out of one hotel and into another.
* OK, quick quiz, how many models did CC produce with solid color slides? Answer, ONE, the Inspire 300 series, now if I know that, how uninformed does that make them look? Not to mention, the ODDS are that any CC will have pattern on the sides of the slides?..
His lack of knowledge about his own product, and the process of painting, amazed me. I explained that taking it out of the booth was stupid, that the cap seal would need to be finished before it went outside, that quality was my primary concern, and that we would stay in a hotel in Portland for the additional days (Junction City is not a good place to be held hostage). He did say he would do it for the same price (I already knew that....in fact I think he owes me something for aggravation, additional time out of the rig, and as a penalty for poor performance.)
FYI there was a CC rally in Junction City starting on Monday, which we missed thanks to Cooley and CC. How can I show up for a CC Rally without a coach???? Cooley did not seem to care, in fact, he seems to think full timers are "in the way" as they want their coach back to actually live in it?.imagine that. We got the coach back and it was FILTHY inside and out. They did not even wash the dust and polishing compound off the exterior, didn't even offer until I complained. They did not put down a single drop cloth, and as a result tracked the same filth on the floors throughout the inside. Took two days to clean the interior and half a day to wash the coach.
Now that we have the coach back I have had to adjust the mirrors, adjust the tension on the main awning, remove tape and plastic from the roof, remove tape from the slides, re-attach some of the snaps they installed incorrectly (after being TOLD I added blocking behind the cap and to use specific screws in specific places) and wash it. Their tape removal from the roof left several pieces of the new paint pulled up. Very poor attention to detail, but I guess they assume no one ever goes up on the roof.
Bottom line, CC seems to be able to handle the small repairs. I caution anyone who thinks they can do major projects. They fell WAY below my minimum expectations. They have lost me as a customer.

Denis Vogel

'06 Allure #31409

Re: service at country coach factory

Reply #9 –
Yahoo Message Number: 72357
1,000 "That-a-Boys" are whipped out with 1 "AH SHIT"! Glad to hear the whole story.

George James, WB5LDN
Soon 08 Affinity

Re: service at country coach factory

Reply #10 –
Yahoo Message Number: 72377
Wow. Got a phone call from Ron Lee today. It became apparent he had not read my post, and had issues with me. I suggested that he read my post, I suggested he read my post five times, every time he started accusing me of saying something I did not say.
He asked if I knew someone who was currently involved in a lawsuit over the CC name because "I sounded just like him" and there were attorneys involved. I did not ask if that was a veiled threat. I told him I did not know who he was talking about.
Some of this call got a bit heated. He said that he hoped parts were still available when I "totaled my coach". I asked him if that was a threat. He seemed to restate what he was saying, and then indicated that my negative post might affect the health of his new business, that I was risking the overall availability of parts, that he was providing a service.
When I suggested improvements, he stated they already did whatever I suggested, and in fact did better than every single suggestion?..well EXCUSE ME! In my opinion, this was an opportunity for CC to improve, not defend, their service.
Hey, I just told the truth. Too bad he was too busy to read it and just called to yell at me. I hope my bad experience helps others on this board to be better educated consumers.
I stand by my assertion the CC seems to be able to handle the small repairs. I caution anyone who thinks they can do major projects. They fell WAY below my minimum expectations.

Now I have another "positive" CC experience to add to it.

Re: service at country coach factory

Reply #11 –
Yahoo Message Number: 72380
Wow, a phone call! I only got a snotty email from Mr. Lee when I made a negative comment.

Thanks for the update.

George

'04 Inspire 51061

Re: service at country coach factory

Reply #12 –
Yahoo Message Number: 72381
Is this new CC company and the Lee's tracting this web site ? Negetive comments posted will bring e-mail or phone calls ?

That is a bet disturbing.

Hey...maybe we can find the missing $50K Jeckle Island rally deposit monies. Oh, there I go again bringing up the past....shame on me..

AL

00 affinity

Re: service at country coach factory

Reply #13 –
Yahoo Message Number: 72660
Just had service on my 06 Intrigue done there at Country Coach Corps facility last week. I must say that I could not be happier with the service provided!
I must say that because of the comments made in this forum I was a tad on the apprehensive side about having work done there. I had made the appointment and decided that I would see for myself if the comments appearing here were indeed justified.
I took my rig in over a holiday weekend and they (country Coach Corp) made arrangements to accommodate me with a 50 amp power hook-up (there is a dump site on the premises) so that I could sit there until Tuesday morning when they would be open for business.
Bearing in mind that Country Coach Corp is relatively new (only open since about January 2011) I was immediately impressed with the level and scope of services offered. The facilities are neat, clean and professional.
The staff goes out of it's way to be friendly, helpful and informative. The techs are mostly former Country Coach LLC employees with a great deal of experience in working on these coaches. The other thing that I found to be of particular interest is the fact that CC Corp is in possession of all the "as builts" for Country Coaches. You need only provide them with your coach number and they know what it has, or did have when it rolled off the assembly line.
As an interesting aside, CC Corp does not limit repairs to Country Coaches, they will work on most anything. Country Coach Corp is working hard to connect with suppliers and vendors to obtain parts and materials with which to affect repairs. As you may or may not be aware, there are problems in this area where a great many suppliers went out of business when the RV Industry tanked. So, it is not always easy to obtain parts or systems as required.
Getting back to the main topic! Customers are encouraged to interact with the techs working on their coaches. The techs are polite, and serious about their jobs and I believe sincere in wanting the customer to have the best understanding of what is going on and why. The customers are encouraged to visit the shop area and observe work in progress.
In reading some of the previous posts on this subject, I wondered more than once why it seemed so important to compare Ron Lee with his brother Bob? It is true that Ron is not all that much like his brother, but then why should he be? Ron is an individual, just as Bob is. I found Ron Lee to be personable and approachable. Mr. Lee roams the facility talking to the customers and roaming the service floor talking with the techs and service writers, that is when he's not cutting the grass or some other mundane task for which no one can be spared.

Do I recommend Country Coach Corp as a repair Facility? Yes! Would I take my coach back there for more work? Yes!

Mike & Nicky

06 Intrigue #11997

Re: service at country coach factory

Reply #14 –
Yahoo Message Number: 72662
Excellent post Mike & Nicky. You have confirmed what many of us with lifetime careers in different segments of the service industry have always known. The attitude and communication skills of the customer have an enormous impact on the customer's perception regarding the level of service provided by the vendor. We threw out the old adage "the customer is always right" many decades ago. Many people enter your establishment with a bad attitude, and then fail miserably at attempting to communicate their desires or other issues. Go with a good attitude, try to be civil and thoroughly communicate your expectations, and you will likely leave as a happy customer.

D.Bradley

04 Intrigue #11830

Re: service at country coach factory

Reply #15 –
Yahoo Message Number: 72663
Not bad for a oil and filter change.
AL

00 affinity

Re: service at country coach factory

Reply #16 –
Yahoo Message Number: 72666
AL, I'm confused . . . are you saying we got a 515 word bravo for and oil change?

Lee
--

Lee Zaborowski

07 Intrigue 12153, Cat C-13

Re: service at country coach factory

Reply #18 –
Yahoo Message Number: 72668
Hi Lee,

It was a very nice "that-a -boy" posting and my comment after reading was intended as a... joke.

The company was really ripped up a couple of days ago so I now presume they (CCC) encourage posting positive comments. Mike and Nicky had a positive. I'am glad that CCC is trying hard to please customers that just drop off the coach and pretty much show up later with the check book. Some customers do it that way others take an active part in repairs done to there satisfaction. We all have our expect ions of good customer service. What really separates company's is outstanding customer service and care of our property.

Our forum has always' been the good, bad , and ugly. More times we get it right , then all wrong.

Kevin's Affinity nightmare comes to mind...

They never wrote about what was done, as repairs or service.
Regards
AL

00 Affinity

Re: service at country coach factory

Reply #19 –
Yahoo Message Number: 72669
Michael,

Can you share with us what work was done on your coach?

George

'04 Inspire 51061

Re: service at country coach factory

Reply #20 –
Yahoo Message Number: 72690
Perhaps I should have been a little more circumspect in my narrative alluding to the work I had done to my coach. It mystifies me as to why there would be those who assume that all I had done was a simple oil change and a filter installed?
I did not detail the exact nature of the repairs accomplished on my coach for a couple of different reasons, foremost among them, it is no ones business but mine what I have done to my coach.
I find it hard to understand why I should be belittled and dismissed as nothing more than an oil change.
The purpose of my post was/and is convey to my fellow Country Coach owners that I did enjoy a very positive experience at Country Coach Corp in Junction City, Oregon.
Each person posting in this forum or reading posts contained herein, is entitled to his or her own opinions about any subject appearing here, but to criticize or otherwise castigate some one for an opinion expressed or observation made would seem to be beneath the dignity of this group as a whole.

Re: service at country coach factory

Reply #21 –
Yahoo Message Number: 72691
Michael...

Of the 3000+ members of the forum, there are 4 or 5 individuals that have nothing better to do than be critical of what others write...
The other 2995+ members are nice folks that you can count on for help when you need it...

buck the terrible

k7wn, '99magna5653, Cat C10, Allison HD4060, Santa Fe toad.

=======================================================

Re: service at country coach factory

Reply #22 –
Yahoo Message Number: 72692
Hello Al,

Am I reading your post correctly, in that you believe my post to be some sort of joke perpetrated by Country Coach Corp? Why would you assume that I have become a shill for Country Coach Corp. Let me explain that I never talked to anyone at Country Coach about anything that had been posted in this forum.
As a matter of fact, I almost cancelled my appointment with CCC after reading some of the comments posted in this group. But then I decided I would keep the appointment and adopt a wait and see attitude. I was prepared for the worst. Maybe I was a one in a million, but I don't think so. While there I saw them treat every customer the same way they treated me. By the way, I was there for a week, so it was not like drive in hand them the keys and come back after a couple of hours and an oil change and leave. Going to them was a 600 mile round trip and I'm sure you'll agree that's a little over the top for an oil change.

Still think I'm a joke?

Re: service at country coach factory

Reply #23 –
Yahoo Message Number: 72695
Well said, Buck. After a while you learn the ones that like to pick and politic, and avoid giving them any attention.
Jack, 2003 Intrigue 11527

Re: service at country coach factory

Reply #24 –
Yahoo Message Number: 72701
Hello Michael,

You have taken this really way to serious. I wrote the response as a quick joke, little did I know at the time. Let me put it another way. If we had been sitting in our CC chairs having a beer at a rally this probably would of been laughed off.
No more lame jokes from Missouri and I never meant that you were a joke.
AL