Comments on: A step in the right direction?

By: Ron Towry

Ron Towry — Thu, 07 Feb 2008 13:43:55 +0000

This is a follow up to my 12/11/08 post
Guess what my motorhome is still not ready and I am unable to get Holiday World - Houston or Holiday Rambler to do anything about the problem. I have created a website http://www.holiday-rambler-problems.com to get their attention but it does not appear to have much impact.

By: Auto Warranty

Auto Warranty — Wed, 16 Jan 2008 18:15:12 +0000

I FEEL SO LUCKY TO HAVE FOUND THIS BLOG!!! Your recent post (A step in the right direction?) really impressed me. Had found this blog a long time ago, I would have really appreciated it. I was searching MSN for information on Auto Warranty when I stumbled across you Wednesday. Keep it going!

By: mark vanostrand

mark vanostrand — Tue, 18 Dec 2007 14:47:56 +0000

With or without a written sales agreement, a good warranty administrator should be recovering 95% + of warranty receivables. The major problem with our industry has always been poor quality at the manufacturing level. None of us will realize our potential until our manufacturers are truly committed to a higher level of quality.

By: Ron Estrada

Ron Estrada — Thu, 13 Dec 2007 14:39:13 +0000

Having spent 10 years as an engineer in the auto industry, I’ve seen the same type of “not my problem” attitude at the OEM level as well. Despite the auto industry’s continuous attempts to model the Toyota Production System (TPS), they only pick and choose the elements that fit their mindset. A main facet of TPS is to partner with suppliers and dealers, sharing responsibility for any issues.

When I speak to dealer about our products, I make it clear that their customer is my customer. Strong partnerships are built on trust. You can’t force trust with a piece of paper.

By: trlrtrsh

trlrtrsh — Wed, 12 Dec 2007 22:24:54 +0000

In todays competitive market, the dealer demands programs (discounts) from the manufacturer, then a year later expects the manufacturer to incentivise any products they still have (more money from the manufacturer), then bills the manufacturer for ridiculous amounts of warranty. The best service managers at dealerships have found the items that the manufacturer can’t argue about and will add them to warranty claims as these managers are paid on the amounts they bring in. I once worked for a manufacturer that didn’t have installed stereos. You would be amazed how many claims we got with “stereo inop - staple through speaker wire - 3 hours to diagnose and repair”. Or units that dont have drawers having claims against them - “adjust drawer glides - .5 hrs”. If dealers only realized the thin margins manufacturers work under!

By: Dani

Dani — Wed, 12 Dec 2007 21:02:15 +0000

Being a service dealer only, I agree with what E.T.Andrysiak had to say. We perform warranty service for most of the manufacturers out there. Not only do we wait 45-90 days to receive payment, they squeeze every last cent they can out of you. Very few are willing to pay a decent amount of time to perform a job. They do not realize (or don’t care) that CUSTOMER SERVICE takes time. I have even brought up the Service Management Guide published by the RVIA which lays out how long a specific job will take, they pay less. Take into consideration that the customer wants to know what you did, wants you to test the product/appliance after repair (warranty does not pay for diagnosis or testing) and of course you want to wish the customer a good day and thank them for their patronage. Oh, and ALL that paperwork…you don’t get any time for that either. It gets very frustrating. I can only think of two companies that we have signed agreements with, but I believe we should have one on file for everybody.

By: eschulz

eschulz — Wed, 12 Dec 2007 19:30:21 +0000

Andy, sorry for the misunderstanding…

When I spoke with Matt Wald at RVIA, he informed me that the manufacturer’s would be required to provide a written agreement as of January 1, 2008. It’s then up to the dealer’s whether they accept and sign that agreement or not.

I agree with you that it would make the most common sense (and business sense) to sign it, too.

By: Andy Coyle

Andy Coyle — Wed, 12 Dec 2007 19:01:10 +0000

The new California law your article references “requires” a written dealer agreement to do business in the state as of January 1, 2008. The requirement of a written dealer agreement is not “optional”.

Having written business agreements, irregardless of the industry,only make common sense and will benefit all stake holders, especially the end consumer.

By: Sean Woodruff

Sean Woodruff — Wed, 12 Dec 2007 04:09:17 +0000

Well, first off, I have to say Erica’s picture is much better looking than Bob’s. You know I can’t pass that up, Bob.

Secondly, I agree with Mark. Adult businesspeople should be acting like adult businesspeople and making agreements. If it takes writing to honor agreements, bring in the paper and ink.

E.T., there’s a crying shame in your comment. Shouldn’t manufacturers realize that every time they screw a dealer it is going to trickle to the customer relationship? The dealer has the customer’s ear. The dealer is going to make sure the customer knows what is going on. This ownership of the customer ear can also work against manufacturers when they ARE NOT at fault. I’ve seen dealers play the manufacturer card many times rather than take any responsibility for their actions.

By: Kevin | InteractRV

Kevin | InteractRV — Wed, 12 Dec 2007 04:04:02 +0000

Fanchise being one example of progress opportunity for teh RV Industry. I too have often heard ‘10 years behind the auto guys’, but I dare say that the auto guys are different than the RV guys. Cars are a must, purchasing an RV is a lifestyle choice. VERY different.

Time will tell, but so far the RV Industry is working to embrace progress.