Problems In Nacogdoches?

Topic: Problems In Nacogdoches? (Read 6627 times) previous topic - next topic

Re: Problems In Nacogdoches?

Reply #50 – June 06, 2014, 10:15:43 am

Sadly Bob Ireland left a few months ago. He fixed my slide issue that nobody else could figure out. I will say that it is great that Alton is still there.

Re: Problems In Nacogdoches?

Reply #51 – June 06, 2014, 10:54:30 am

Appears this issue of FOT quality control is real. One of my good friends that owns SOB traveled from Baton Rouge to NAC to have work done on his coach. Maintenance and minor issues that have been lingering. He traveled the four+ hours to FOT because he was expecting quality work versus what is typically found at shops in and around our town. But he had to take the coach back because the tech caused a generator oil leak after changing the filter and oil.

He is not a happy camper nor am I. As his use of FOT was in part based on my word that they do good work.

Re: Problems In Nacogdoches?

Reply #52 – June 06, 2014, 08:28:30 pm

I too had a poor experience at FOT maintance. Find it to be a poor example of quality if you have to watch over the people doing work for you that are supposed to be the best.

Re: Problems In Nacogdoches?

Reply #53 – June 08, 2014, 06:32:34 am

No one has mentioned the Service Surveys. Following every service appointment we receive a survey directly from the company president asking a number of pertinent questions about the just completed service experience. My visits have always been excellent, but what has happened when you mailed in surveys on poor service? Have you gotten immediate responses, or have your comments been ignored?

Re: Problems In Nacogdoches?

Reply #54 – June 08, 2014, 08:10:08 am

Members of this forum do a lot of business and send a lot of business to FOT. I have always been treated fairly and had excellent work done there. I will continue to take my motorhome there for service. However, like everyone else if you get an unsatisfactory visit then you look to other service places like MOT. Both are too busy. My concern for FOT is the call back time when you are on the road and need help immediately. MOT has someone you can talk to right then when you call. Not the case at FOT, they have to call you back as they never seem to have someone close to the phone for such a call and it may take 3 to 4 hours before they do call back and I have had two occasions where they never called. DAN

Re: Problems In Nacogdoches?

Reply #55 – June 08, 2014, 08:37:48 am

Quote from: amos.harrison – June 08, 2014, 06:32:34 am

...but what has happened when you mailed in surveys on poor service? Have you gotten immediate responses, or have your comments been ignored?

I just mailed one in. Did not receive poor service but there were a couple of issues I identified as needing improvement. Will post if I receive a response to my comments.

Re: Problems In Nacogdoches?

Reply #56 – June 08, 2014, 10:37:48 am

Quote from: roadtrip42a – June 06, 2014, 08:28:30 pm

I too had had a poor experience at FOT maintance. Find it to be a poor example of quality if you have to watch over the people doing work for you that are supposed to be the best.

We have used both MOT and FOT for service and prefer them to any shop anywhere and any time. FOT is really my first choice, but MOT has great mechanics and super people. We appreciate both these locations BECAUSE you have the ability to see and speak with the guy who is actually working on your rig, and BECAUSE you are permitted access to the shop. We certainly do not feel that we have to stand over them and monitor their work, and we try to be considerate and cognizant of the working and safety considerations. We don't want to distract them or cause a problem. But the tutorials and knowledge we have gained from having these guys to talk with has been priceless. Some shops do not allow you to stick a toe into the work area. When that is the case, we head for another location. We almost never drop our coach off and leave it ... that has almost always been trouble.

Re: Problems In Nacogdoches?

Reply #57 – June 08, 2014, 03:10:34 pm

I just had new tires installed on my coach and they forced me to get out of the coach, they said that Michelin wouldn't allow me to stay. I could go to the lounge or they let me sit in the shade on my Xip Dee chair. The coach was outside. Michelin later denied they had any input regarding dealer policies. So, the dealer lied. This business of keeping owners out of "the shop" may have come about over liability issues. When Cory Rucker was ombudsman at FOT he opened the shop up, realizing the importance of customer input and feedback.If I wasn't getting such a good deal from the FMCA advantage plan AND since the coach was stripped for storage, I would have told the tire dealer to just keep his tires and gone elsewhere. This is my "home" and the idea of leaving it in a shop unattended just doesn't seem logical to me.

Re: Problems In Nacogdoches?

Reply #58 – June 08, 2014, 04:22:56 pm

Horace, Where did you get your tires?

Re: Problems In Nacogdoches?

Reply #59 – June 08, 2014, 04:42:37 pm

The Tire Center in Kingsport, TN.

Re: Problems In Nacogdoches?

Reply #60 – June 08, 2014, 05:50:09 pm

Dan said, "MOT has someone you can talk to right then when you call. Not the case at FOT, they have to call you back as they never seem to have someone close to the phone for such a call and it may take 3 to 4 hours before they do call back and I have had two occasions where they never called." It is my understanding that some of the Foretravel executives monitor this forum, so here is a suggestion for them. The idea actually is from a competitor, Newell.

Any Newell owner may call the factory 24/7/365 with their questions. If the person answering the call can't answer the question immediately they get a call-back number and within a fairly short time a person who IS able to answer the question calls back. This is true for the person who just bought the latest offering and for the one driving the oldest coach. There is no cost to the owners for this service. If Foretravel could do likewise it would certainly add quite a bit of value to our coaches. Yes, I suspect that the cost would have to be added into the cost of new coaches, and I don't know when Newell started the practice, but it might be something to think about.

Another possibility would be for this to start out as an optional (additional cost) benefit for Motorcade members. If we each kicked in, say, $10/year and Foretravel covered the rest, would that get it started? I realize there is more to it than just the cost, but maybe someone at Foretravel could play around with the idea and see if it makes sense.

Re: Problems In Nacogdoches?

Reply #61 – June 08, 2014, 06:08:18 pm

Frankly, we, the members of this forum, have created dang near a 24/7/365 technical answering service...and usually the answers are correct...or at least can be hashed-out online among folks so that the reader can make his or her own decision as to who to follow.

It is my understanding, maybe incorrectly, that Foretravel used to have that sort of response. I know I was told "the old regime gave away too much and it got them into trouble" when I was there at FOT to have my endcaps dealt with in 2007.

However, having someone there giving answers 24/7/365 isn't really the issue. Getting the CORRECT answer is what is important and the point of several complaints in this thread, mine included, was that the correct answer/solution has not always been what has been presented from FOT. I have had no dealings with MOT, but that is not on purpose, just due to living so far away. I seldom seem to hear anything negative about them.

FOT really should appreciate this group. It adds tremendously to the value of its product in my estimation.

Re: Problems In Nacogdoches?

Reply #62 – June 08, 2014, 09:44:22 pm

I had a conversation several years ago in a training center with some up & coming technicians. Gist of it is "The only significant difference between shops is the people"....
A tire machine changes tires. A competent tech can change tires on any equipment provided. As well as work on a variety of vehicle platforms, with any wrench that fits & transfers the torque. Alignment angles have the same definition whatever vehicle & shop you're working on/in.... What changes frequently & has the most dramatic effect in a shop is the people!
People make or break a company. The most innocuous event can have a tremendous impact on customer relationships. The janitor that puts down his broom to help a customer move groceries to a taxi. The VP that is observed cleaning a flooded bathroom. The driver that goes the extra mile can often make a routine customer a customer for life.
On the other hand, what a first time customer sees & experiences can turn them off a brand for life. So many managers have that mindset that every empty spot needs an employee. The wrong employee is worse than NO employee. Very few customers see the CEO, but they often see the people on the bottom rung & what they see in them has an ENORMOUS impact on the customer's perspective of the company.
Just sayin'

Re: Problems In Nacogdoches?

Reply #63 – June 08, 2014, 10:47:34 pm

If it is true that some FOT people watch/read this forum/thread, it would be nice to hear from any one of them. I think the concerns voiced here are worth FOT's time and effort to investigate and act on. In my experience, in the world of Quality, for every one dissatisfied customer that voices a concern/complaint there are at least ten more out there that are dissatisfied that haven't voiced their concerns/complaints. Of course one might consider that in the big scheme of things the complaints registered with FOT might be considered "Minor" and require no action at all, in which case they may consider our opinions inconsequential. I would guess with 2500+ members on this forum I would think that FOT would be concerned about the perception that we have.

We might also consider that even though many of us get service work and repairs done there, and keep their bays fairly busy, FOT may not WANT our business due to the economics of that business.

FOT - MOT - where do I make my next service appt?

Any one out there?

Re: Problems In Nacogdoches?

Reply #64 – June 09, 2014, 12:02:03 am

[quote author=amos.harrison link=topic=21354.msg159769#msg159769
..........but what has happened when you mailed in surveys on poor service? Have you gotten immediate responses, or have your comments been ignored?.......
[/quote]
Did this twice.
First time was when D Flanagan would not correct a jackknife couch reconstruction that cost $2K and was clearly unacceptable (Steelcase rebuild kit w/new padding & FOT supplied fabric). The couch had/has a 3 inch gap between the two couch sections when it is opened and laying flat.
Second time was when carpet was soiled and then subsequently ruined in trying to clean it as well as an incorrect parts issue (expensive, unopened, incorrect parts, selected and supplied by FOT, would not be accepted back nor refunded because they were "electronic" parts.
Both service incidents were carefully documented in "Followup Surveys".......neither of the surveys were responded to in any manner visible to me.
Fool me once - my fault.
Fool me twice - our fault.
There probably won't be a third time because I won't go back as long as there is some other option available to me.
Neal

Re: Problems In Nacogdoches?

Reply #65 – June 09, 2014, 08:36:48 am

Brad & Christine,

We're with you

This forum is the reason we upgraded, its the reason we learn and contribute.

Thank You Foreforum

Re: Problems In Nacogdoches?

Reply #66 – June 09, 2014, 11:38:08 am

Quote from: Brad & Christine Slaughter – June 08, 2014, 06:08:18 pm

Frankly, we, the members of this forum, have created dang near a 24/7/365 technical answering service...and usually the answers are correct...or at least can be hashed-out online among folks so that the reader can make his or her own decision as to who to follow.

Absolutely correct, in my opinion.

This forum (and very few like it) excels because the admins and the users understand its focus and so threads evolve into solutions with little or no "politics" involved. Even when there are conflicting ideas the solution is always the focus.

And solutions are what many businesses forget to focus on. If FOT is losing sight of that they need to learn what it is that their employees are focusing on instead.

Craig

Re: Problems In Nacogdoches?

Reply #67 – June 09, 2014, 11:40:42 am

I know this is a small matter but a few months ago when we purchased our first coach either I read or someone on the forum suggested I notify FOT of the change of ownership and give them our build # etc. I called the factory and spoke to a young lady who acted like I was stupid for calling her about this. She said she would take down the information and get it to the correct person(Iguess to get me off the phone). I never heard from them again?? Dick

Re: Problems In Nacogdoches?

Reply #68 – June 09, 2014, 12:04:23 pm

Dick,

Call Beverly about the change of ownership. You can get a free year (remainder of this year anyway) membership in the Motorcade Club.

All,

Lots of folks have had great experiences at FOT and MOT and many have had some not so great experiences. I have had both.

If you have an issue with service quality or issues with call backs or people the only way to improve the outcome is to let the right people know about the issue and give them a chance to improve and make things right.

If you have had a great experience, let them know about that too.

Maybe someone can put together a list of names and phone numbers as a one stop reference point.

FOT and MOT are great resources for all of us. They both have a unique pool of experience from which to draw upon. You can get your oil changed at lots of places but for some, probably many issues, going to the source is best. We should expect and get the best service. We have a lot to say about how that is delivered.

Don't walk away from them, speak up and let them know that we expect better. No one wants poor service and no one wants to see either get in trouble because they didn't hear from their customers and take action.

Just my opinion,

Roger

Re: Problems In Nacogdoches?

Reply #69 – June 09, 2014, 12:51:42 pm

"Maybe someone can put together a list of names and phone numbers as a one stop reference point." Roger, that would be a great help. Having the correct name and number would certainly help everyone. The last time I called the parts department the automated system said "If you want Sam dial 123; if you want Joe dial 456; if you want Clyde dial 789." I don't know or care which one I talk to - I want to order a part. I picked one and the system sent me to that person's voicemail. I eventually got a call back and got the part ordered, but if it makes a difference which one I talk to then the system ought to tell me what that difference is. Otherwise, there ought to be one number for parts, even if they have three or four lines. Whoever is closest to the phone answers it and takes the order. Of course, I don't like those automated phone systems anyway.

Also, why does Foretravel publish edresses for people who don't check their email?

Re: Problems In Nacogdoches?

Reply #70 – June 09, 2014, 01:19:12 pm

Quote from: Home2fromHastings – June 09, 2014, 12:04:23 pm

Don't walk away from them, speak up and let them know that we expect better. No one wants poor service and no one wants to see either get in trouble because they didn't hear from their customers and take action.

I'd agree, but, as Neal says:

Quote

Both service incidents were carefully documented in "Followup Surveys".......neither of the surveys were responded to in any manner visible to me.

If Neal's experience is normal, then there IS an issue.

Re: Problems In Nacogdoches?

Reply #71 – June 09, 2014, 06:06:00 pm

Quote from: Home2fromHastings – June 09, 2014, 12:04:23 pm

...........................Don't walk away from them, speak up and let them know that we expect better. No one wants poor service and no one wants to see either get in trouble because they didn't hear from their customers and take action....................

Just my opinion,

Roger

Roger,
I agree with you wholeheartedly.

But you are providing an FOT-enterprise-wide answer and I (albeit, not too clearly) was providing a narrow answer to a specific question from one FoFum member (Brett, AKA amos.harrison). Brett asked "................what has happened when you mailed in surveys on poor service? Have you gotten immediate responses, or have your comments been ignored?"
I answered, in essence, "I've tried it a couple of times and was ignored, so I probably won't try the survey route again."

Rereading my post (hastily assembled on an IPhone) I may well have left the impression that I wouldn't use FOT again for any service. I didn't mean that and apologize if I came across that way. I just don't have any confidence that the "follow-up survey mechanism" is doing well in terms of customer feedback and customer satisfaction. It may well have some merits in-house, at FOT, but I can't see them from my vantage point as a customer.

I have explained in the past (and I cringe each time that I re-explain this, because it sounds pompous or less than genuine) but after years of blue collar mechanic and technician positions (that led to supervisory and management positions), I completed engineering degrees and moved on to engineering/operations management positions. That eventually led to executive management placing me in independent oversight and business analysis leadership functions. I've analyzed and then designed and led "turn-around" solutions for my own company's employees and for several other large utility companies, in any number of troubled situations.

Having been thoroughly enamored with Foretravel since before 1997 and an owner of our "First and Last Coach" since 1998 (and fully retired since 2000), I have taken (or perhaps devised is a better word) many opportunities to bend Ray Fore's, Paul Tinkle's, Lyle Reed's and Greg Amy's ear on business goals, business strategic and tactical analysis, quality analysis, quality assurance, root cause analysis, self assessment, product and personnel safety, teamwork in developing excellence, employee core values and work ethics, feedback, independent oversight, etc.

Because I love the brand so much, I have several times offered free consulting, especially when I was freshly retired and still all bright eyed and bushy tailed. I know that I don't have but a small fraction of all the possible answers, but I do know how to find the best answers from both inside and outside the company. And, I have a lot of passion for this type of analysis. I know that I could be of help.

Bottom line? No interest expressed. Not even the tiniest amount. I did experience some glazed eyes and defense posturing, but little else. Hope I don't bore you with all of this!

So getting back to your statement " No one wants poor service and no one wants to see either get in trouble because they didn't hear from their customers and take action."

True. But, it needs to be two way communications (and Actions)
.
For me, two way communications (and Actions) have always been extremely easy to achieve with MOT and EXTREME, but nearly impossible to achieve with FOT, since 2004, and especially when something went wrong.

Now, before you jump all over this, I know that other FOT customers have not had poor experiences, nor lack of attention when called for, but it is abundantly clear that there is room for improvement.
Not all customers have had a uniformly positive experience.............and that should be a FOT goal.
And, the next FOT goal, for every employee, should be: IF NOT, WHY NOT, AND WHAT CAN I/WE LEARN FROM THAT (and DO BETTER NEXT TIME)?
FWIW,
Neal

Re: Problems In Nacogdoches?

Reply #72 – June 09, 2014, 06:29:55 pm

We have only had our recently purchased previously owned Foretravel serviced at FOT. From our service appointments I can give this opinion of the service problems. The service writers do not talk to the mechanics/technicians. The mechanics/technicians do not talk to the service writers. The service writers do not talk to their supervisors.

For example, we had the service writer write up that we would like our shocks absorbers checked for wear and leakage. If bad, we would like new ones installed. When our coach was completed it was at closing time and our paper work was forwarded to the cashier. At check out, the cashier asked if I had carefully read the work order and invoice. I said that I would read it later. She said OK and I paid the invoice and we left. That night, at a RV park down the road I read the work order and work performed. It said that a shock was leaking and they recommended that I replace the four rear shocks. No one told me. The cashier had read it and I should have paid more attention. I called FOT and talked to the service writer. He said that he had not read the work order and that the technician had not told him about the work needed. We returned to FOT and had new shocks installed. The supervisor service writer told me that it should not have happened, that both the service writer and technician were informed of the screw up. The supervisor service writer showed honest concern.

I have other examples. My answer for future work is to watch them like a hawk and ask a lot of questions about the work performed.

Re: Problems In Nacogdoches?

Reply #73 – June 09, 2014, 07:37:08 pm

Quote from: LTG – June 09, 2014, 06:29:55 pm

My answer for future work is to watch them like a hawk and ask a lot of questions about the work performed.

So. Can someone tell me the difference between getting work done in East LA or at FOT if such attention to what they do is deemed as required?

Excellent comments from Neal. Frankly, FOT appears to be frittering away the "capital" of its loyal customer base, filled with hundreds of folks with 80s, 90s, and 00s coaches that we love. If they just want to concentrate on building new $1.3M coaches and forget servicing our older-but-beloved coaches, then maybe they should just make it clear to us in a new mission statement and save folks the grief of sad service incidents.

Re: Problems In Nacogdoches?

Reply #74 – June 09, 2014, 08:10:15 pm

I think it is a shame all these comments are not being addressed by FT management by way of this Forum by a simple message such as "We at Foretravel are extremely concerned by the comments and feelings exspressed here and we will immediatly take note of such, and impliment what needs to be done to bring confidence back to the Foretravel name. Please feel free to send your concerns to -------------.com and there will be an answer forthcoming both individually and to this very important Forum of Foretravel owners"
If this Forum is monitored like it should be, and a week or so goes by with no comment, then there could be real concern to us all that they really are not bothered by what we think, and that would be "a kick in the stomach". I would think that this Forum has been one of the main avenues for service and Renovation work at Nac', and many have bought into this Brand due to our comments and belief in the Fore name.
John H

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