What to expect from a dealer-am I expecting too much?

manxtales

We looked at our T@B 400 Boondock in early February 2019 and took possession on May 2.  It is our first trailer and was new.  When we looked at it in February we noticed the plastic strip along the hinges on the bathroom door had 3 cracks in it and were assured that it would replaced.  When we picked it up it hadn’t been replaced.  We were told the part hadn’t come in yet.  When we got it home we discovered the TV didn’t work and the bathroom fan was very loud and the fan blades were hitting something on the sides.  We let the dealer know and they said they would look at it when they fixed the door.   In June I called to check on the status of the part and they reported it was still on order.  We checked again June 20th and it still wasn’t in.  At that point I sent an email to NuCamp asking if they would check to see if it had been ordered and was told I had to go thru the dealer.  Finally discovered on August 1st that it had never been ordered.  We got the part in early September and they had to order a new TV.  Just got the trailer back September 26th.  The trailer looked like new when we dropped it off (we have only spent 4 nights in it) but it wasn’t very clean when we picked it up.  I cleaned greasy fingerprints off the bathroom door on both sides, scuff marks on the cabinet near the main door, dirt, footprints and drill shavings from the bathroom floor and leftover parts from the fan replacement and a dirty rug in the main area of the trailer.  Before we had left the dealership I noticed the old TV was sitting on the dining table and I took that into them.

For some reason I expected them to clean up their mess and also to get the trailer back in time to enjoy summer.  I feel like we have been cheated out of several months warranty too.   What is normal in these situations?

Thanks!

falcon1970

You should certainly discuss this with nuCamp.  NuCamp will want to know about your displeasure.

Verna

Email customerservice@nucamprv.com as they are interested in how the dealers are treating the customers. They will direct you to the proper departments for your concerns. 

Sharon_is_SAM

Unfortunately, the RV industry suffers from too many sloppy dealers with poor customer service.  That is why there is a forum Category for members to report their experiences for reference - good or bad.  Report your experience to nuCamp customer service as they pick and choose who will sell their products.  To have the dealer service department follow through with your order, complete your repair work in a timely manner and return your TaB to you tidy and clean are not excessive expectations.

manxtales

Thanks everyone.  This dealer has mostly very good reviews so I’m glad to know that isn’t the normal experience.

3DogHouse

Late to the party - but.... RV dealerships should be at least as responsible as car dealerships... but they aren't.  They don't know as much as they should and they expect you to drop off your vehicle for weeks or months instead of the one day turn-around most should be.  Car dealerships tell you exactly how long something will take, not some vague idea.  The only way this will change is for buyers to start seriously expecting the dealers behavior to be as professional as it should be.  Don't let them over-book for one.  Sur,e there are a lot of different models and companies - but I learned what most salesmen know from just doing basic research for a couple of weeks before buying - they should have all the nuances down pat - and some do... but they all SHOULD... its their job.  Now, when campers are a sellers market, the dealers think they can be even more lax then they were previously.  NO, we need to expect more from them and be vocal about both their faults as well as the dealers that live up to the bar.  Being just nice people doesn't cut it - they need to understand the product, communicate clearly, deliver on their words, and stand by the product.  PUBLISH the misses on each and every one of them - for every reason... they will start behaving like the should.

falcon1970

For the rest of us in the community--especially someone who is in the market for a trailer--tell us who and where this wonderful dealer is.

Denny16

I would let the dealer owner know first about the issues and sloppy work, tell them you are going to contact nuCamp about their bad service.  Give the dealer a chance to set this straight first.  Sounds like this dealer needs to re-educate some of his/her staff, or ?

Tundra57

My experience has been good. I purchased from Miller Trailer sales in PA. They are awesome. I almost purchased from petes trailer sales, but their service reviews were chronic.

Unfortunately, even when you do your research, you can end up with a crap dealer, and there are many.

Make sure you detail all of this to Nucamp. They often will send replacements directly if you feel a bit handy. BTW my bathroom fan collapsed too. The plastic supports for the motor broke. I did an emergency fix and contacted Nucamp (out of warranty), they still sent me a complete new assembly. Took a hour to fit. My dealer is 4 hours away so I chose to do some of the odd jobs. But i have always had the parts sent to me and awesome support to put the stuff in.

I think the bathroom fan is the only part I think is rubbish in my whole camper. Love everything else.

CharlieRN

Tundra57 said:

My experience has been good. I purchased from Miller Trailer sales in PA. They are awesome. I almost purchased from petes trailer sales, but their service reviews were chronic.

. . .

I think the bathroom fan is the only part I think is rubbish in my whole camper. Love everything else.

It's great to hear that Miller is a good dealer - we ordered a 320 BD through them rather than take one from stock from one of the larger dealers nearby. They have been terrific to deal with and it's good to see our initial favorable impression borne out. The only drawback is that we have to wait until March for delivery.

It's also great to hear that only one part of the camper is sub-standard. We looked at a number of other campers, before settling on the T@B because we liked the thoughtful layout and it seemed better built than the competition.

lkc001

Absolutely report your experience directly to Nucamp and post it here as well.  You will be helping out another Tab owner when they start shopping.  These lazy sloppy and questionable dealers should have their feet held to the fire and know people are reporting on their business model.  I have reported on dealers in my area, good and not so good.  JMHO

Dalehelman

I make it a point not to expect much when it comes to any type of service, and I am rarely disappointed.

Tundra57

@CharlieRN make sure you have over an hour to spare when you pick up your Tab. The Miller walkthrough is very thorough. These guys camp on one too. They know the campers inside out, you can ask any question. I live in Connecticut, so its quite a drive, but I am so glad I chose them. i have met both the Millers but not the two younger children who help out. They are not always there when you call, but leave a message or EMail them and they get right back.

Enjoy your new Camper. The cabinetry is made by the Amish I was told. Proper dovedail joints not screws and chewing gum lol.

lino

I actually recorded my walkthrough with Preston Miller

He is very patient and the recording was a great reference for me

manxtales

The dealer is Apache on 82nd Avenue in Happy Valley/Clackamas, Oregon.  We just contacted them with another issue and they are not helpful.

dsfdogs

@manxtales coincidentally, I was probably on the phone with them the same time you were (3pm)! Yeah, not friendly and very curt. (I bought my '18 in Bend at Big Country RV and they weren't very good either-luckily I didn't need warranty work).  I want Apache to order a platform and new aluminum tub plus a lithium compatible WFCO converter (8735LiS) for a direct swap to work better with my BB lithium battery. I wish I were sure I could do the work myself after reading about the condition of your trailer after they were done.

N7SHG_Ham

@dsfdogs for the converter I would consider am solar in Springfield, I know it is a bit of a drive but they are good with everything battery, solar, inverters, etc. The platform and tub has to be a dealer and the killer is the shipping otherwise I would recommend Gerton's in Indiana, might still be worth it.

dsfdogs

@N7SHG_Ham, ok thanks. I'll contact them tomorrow to get pricing for comparison.

manxtales

@dsfdogs. Do you anything about Blue Dog RV in Redmond?  We are looking at selling the T@B and getting a class B Thor Sequence and they seem to have the best deals.  

Good luck with Apache!

dsfdogs

@manxtales no personal experience, sorry. Very exciting about the move to the class B though! Good luck!