Small frustration - FT phone system

Topic: Small frustration - FT phone system (Read 1144 times) previous topic - next topic

Small frustration - FT phone system

July 22, 2014, 03:46:28 pm

This morning I called Foretravel to order a couple of parts. As is typical of most businesses these days, the phone was answered by the computer. The last time I called I made note of a parts number, so that when I got the "you may enter your party's three-digit extension at any time" bit I could. That took me to the individual's voicemail, which included a couple of other extensions that I could try. I just left a message, knowing that sometime today or tomorrow I'll get a call back.

Why can't Foretravel set up a simpler system? Let the computer answer, but just have a few one-digit options. For example, "Dial 1 for management, dial 2 for sales, dial 3 for parts, dial 4 for service, dial 5 for remodel" or whatever departments they want. Using the example I gave, I would have dialed 3, and the phones in the parts department would ring. Whoever was available would answer and take the order.

I'm guessing that when I dialed the three-digit extension for the parts person he wasn't at his desk. In fact, he may not even have been at work. I really don't care who in the parts department handles my order - I just need the parts.

Re: Small frustration - FT phone system

Reply #1 – July 22, 2014, 04:25:54 pm

David, I have no personal knowledge of the Phone system in NAC but I would guess that the phone system is far from state of the are and that it is not capable of much more than you are seeing. I do know that over the last few years it has been harder than it was years ago to contact anyone there. I also suspect that messages left by the big spenders get quicker response than the occasional caller. I KNOW, don't lets start a war over what and who a big spender is OK ?
Gary B

Re: Small frustration - FT phone system

Reply #2 – July 22, 2014, 04:29:28 pm

I too have encountered the same problem. When it comes to customer service the factory seems hit and miss. Having had parts departments as part of my domain I can tell you it's a thankless job. Between mechanics at the window with a grease sodden something demanding "one of these", ages on the phone with suppliers to answering customer questions about something they are not sure what it is or what is does, I am not surprised they don't have time to answer phones. Given that though they really need to change the system. Leaving a voice mail is not the answer as who knows when they will, if ever, pick it up?

The president of the bank we have our accounts at insisted that from the first day they went into business that they would have a person answer the phone. Now one of the largest banks in the area.

A quirky sailing magazine I subscribe to has on it's masthead it's phone number with the admonition "there is no machine." If you call you get the editor or not. (It's called "Messing About In Boats" for fellow boat people and it's subscription only).

Much more satisfying.

Keith

Re: Small frustration - FT phone system

Reply #3 – July 22, 2014, 05:09:57 pm

From Arizona, I use a bank in Kilmarnock, Virginia. It always takes me off guard that a real person answers the phone. What further gets me is that the person answering the phone can ALWAYS handle whatever issue I am having. So there really are companies like that still operating. And they must be turning a profit, as their savings interest rates are .70%, extremely high in comparison these days. I too have been completely frustrated trying to get parts from FT, so it has become my port of last resort. It shouldn't be that hard to either fully set up their website, or do as David suggests and have a singl digit number to ring in the Parts Department.

Re: Small frustration - FT phone system

Reply #4 – July 22, 2014, 06:24:27 pm

I do all my banking and have all of my insurance (except the coach) at USAA in San Antonio. I have been with them for over 45 years, since my senior year at college. I have NEVER, in all those years, been disappointed by the actual HUMANS who answer their phones. I did all my business with them over the phone, until the advent of the internet. In my experience, without fail, the person answering the phone has been polite, competent, knowledgeable and above all HELPFUL. I believe the phone service and customer service at USAA sets a standard by which all companies should be judged. Their website is also extremely user-friendly, comprehensive and works every time. I have never had a failure in any online request or transaction.

Just because you're big or busy doesn't mean you can't do customer service right.

Re: Small frustration - FT phone system

Reply #5 – July 22, 2014, 07:06:40 pm

Quote from: cajk – July 22, 2014, 06:24:27 pm

Just because you're big or busy doesn't mean you can't do customer service right.

Bingo.

Re: Small frustration - FT phone system

Reply #6 – July 22, 2014, 07:38:35 pm

I tried to call for parts and no answer but I was in Nac and drove over. If you call during break time nobody is around or if they have a meeting. I do not like how you have to pick one person and not just parts. I would think they would have someone answer the phone. It is mot hard yo do. We do it at my office and I know we get more calls then most.

Re: Small frustration - FT phone system

Reply #7 – July 22, 2014, 07:39:02 pm

It is not hard to set up a phone system that way. It is called something like "trunk hunting" and when a call is directed to a certain department it just hunts for the extension that is not busy. You are SO correct that this is a frustrating system. so is the fact that there are so few who will accept or return emails!!

Re: Small frustration - FT phone system

Reply #8 – July 22, 2014, 08:08:45 pm

The phone system at the factory service center is awful. They do have a receptionist and if you dial zero sometimes you will get her; however she usually cannot get anyone to the phone either. Sometimes they will call you back and other times your call must have ended up on Mars as they will say they never got the call. Best is to call back as long as it takes to get your party to answer. DAN

Re: Small frustration - FT phone system

Reply #9 – July 22, 2014, 08:24:45 pm

Does anyone there respond to snail mail?

Re: Small frustration - FT phone system

Reply #10 – July 23, 2014, 04:14:13 am

I place making a call to Foretravel as a last resort. As discussed the phone system is, at the least aggravating!
If a person actually is available to pick up a call it makes the effort worth while. I have always found the parts dept personnel VERY helpful and never in a hurry to get you off the phone. I would defiantly buy more from them if the "ORDEAL" of actually talking to somebody was not as maddening as it is.
Too bad!
I have NEVER received an answer to a Email.

Re: Small frustration - FT phone system

Reply #11 – July 23, 2014, 06:21:31 am

It can be hard to get hold of a real person at F/T, however once you do they are very helpful. I am sure all of us with older coaches figure into FT's business plan some where (with mechanic shop, and Remodel/repaint), however parts on the other hand at some point I would imagine will stop supporting 15-20 year old plus motorhomes with small pieces and parts, other than ones they fabricate in house. Way to much inventory that may sit on the shelf for awhile.

Re: Small frustration - FT phone system

Reply #12 – July 23, 2014, 08:21:15 am

I agree the phone system is out of the 70's, maybe - And I agree that I would call to buy stuff more often if someone answered the phone better.

That being said,

They are still in business

They fund James Triana who is available to support all FT's going back to the beginning, no charge, no subscription

They are configured to be profitable and stay in business (maybe even grow now with the new models), so they are obviously running very lean in almost all areas - plus as they ramp the Realm FS6 they have significant material and labor (plus design) costs in advance of any actual revenue.

Re: Small frustration - FT phone system

Reply #13 – July 23, 2014, 09:25:42 am

Guess I must be "Unique". When I call for parts if the first extension does not answer I dial the next and I almost always get through. I just purchased an expansion tank for my cooling system for my 93 coach. They had the part that fit in the original space with no modifications.

How many other companies can provide that kind of service on a 21 year old product. KUDOS

to Foretravel and their support personnel.

Roland

Re: Small frustration - FT phone system

Reply #14 – July 23, 2014, 09:27:51 am

Quote from: Tim Fiedler – July 23, 2014, 08:21:15 am

So on balance, which would you rather have, a SOB where someone answers the phone promptly, but your brand new coach spent 8 months of the first two years of it's life in AL at the factory, or a 20 year old FT where support is hit or miss, but is still available, and often if they don't have a part because their source went out of business, they will engineer and build a replacement part, like just happened to someone on our forum?

Fans of that other brand often refer to that company's "legendary customer service" as being one of the reasons they bought their coach. Such customer service is worth bragging about. On the other hand, it's sad that owners of "that other brand" have had so many opportunities to rely on that service.

At one time, we thought that brand was the be all, end all of our search. Now, they are not really even on our short list. Great customer service is a beautiful thing, but not if it ends up being the only really good thing about your coach.

Re: Small frustration - FT phone system

Reply #15 – July 23, 2014, 02:27:12 pm

This is my list, try, try and try again

Parts 154, 161, 172 or 173. I always start with 173 first and work backwards.

If no hits no four tries start over. I usually get through with four tries.

I wish they had a state of the art customer, customer service, inventory and sales system. Expensive if you choose poorly. Quick payback if done well.

Roger

Re: Small frustration - FT phone system

Reply #16 – July 23, 2014, 03:12:01 pm

Tim,

I have not ever had a problem getting to parts, service or James, and I think that FOT is an asset, does great work and I try to support them, but I have to disagree with your disagreement.

Having your rear end fall off IS a safety issue Luckily, it isn't an expensive fix, but it was an engineering problem and should have been taken care of by the factory.

mike B.

Re: Small frustration - FT phone system

Reply #17 – July 23, 2014, 03:44:11 pm

Yes, but Â I am not aware of any rear ends falling off any FT's. Â New ownership did a great job on the bad 2002 end caps that they inherited - Bulkheads are kind of like car rust - two six year old cars will have a lot different rust issues depending on how, when and where they were operated - for me, that is the gist of the bulkhead issue - rust jacking - every car north of the mason dixon line would be subject to a recall if rust Â were considered a softy item, I have been under cars with little or no floorboards or structural members remaining due to rust - but certainly that is not the material of a recall.

Bulkhead holds weight as designed and does degrade if exposed to salt and excessive water. Â We can agree to disagree, but the last thing I would want the general RV buying population to think is that the bulkheads have systemic and expensive issues, because the fleet experience suggests they don't.

How are your bulkheads? Â I had mine checked by MOT -(actually have it done annually and added rustproofing to the joint - Did you have an expensive fix needed?

Re: Small frustration - FT phone system

Reply #18 – July 23, 2014, 04:01:35 pm

Maybe (hopefully) someone who cares will see this thread and make some changes.

Re: Small frustration - FT phone system

Reply #19 – July 23, 2014, 05:57:13 pm

Yes, my bulkhead was shifting and I had them fix it.

The engineering problem started, I believe, when they went to the bigger engines, M11 450 HP, without beefing up the attach points. The extra torque combined with the freshwater tank overfill which drained onto the seam exacerbated the problem.
I felt that it was an engineering problem and that it should be under warrantee. They said no and that the customers usually pay for it. I worked my way up the chain of command and nq was still their answer. I said fine, don't fix it, I'll drive it down the road and when the rear end separates at the bulkhead and goes a different direction, the lawyers will work it out.

Well, we did work it out, and I did have the bulkhead fixed.

As I said earlier, FOT has done great work on my coach and I try to get my parts and work done there. They are an asset to us owners. They are professionals.

But, I still believe that the bulkhead is a warrantee issue.

mike B.

Re: Small frustration - FT phone system

Reply #20 – July 23, 2014, 06:01:16 pm

Speaking of their phone systems, I setup Asterisk PBX's. Cisco IP phones $25/ea used on ebay, free PBX software for the cost of the server, maybe $340 in my costs, and the phone service is dirt dirt cheap. One of my clients uses about $5/mo between 8 stores and a headquarters office. Maybe I can help them out on my way through to fix my motorhome body damage.

Re: Small frustration - FT phone system

Reply #21 – July 23, 2014, 06:04:32 pm

Well, at least, we don't get a "if this is an emergency, hang up and dial 911" or "press 1 for English___", etc.

Re: Small frustration - FT phone system

Reply #22 – July 23, 2014, 10:55:13 pm

Quote from: Mike Baldacchino – July 23, 2014, 05:57:13 pm

Yes, my bulkhead was shifting and I had them fix it.

The engineering problem started, I believe, when they went to the bigger engines, M11 450 HP, without beefing up the attach points. The extra torque combined with the freshwater tank overfill which drained onto the seam exacerbated the problem.
I felt that it was an engineering problem and that it should be under warrantee. They said no and that the customers usually pay for it. I worked my way up the chain of command and nq was still their answer. I said fine, don't fix it, I'll drive it down the road and when the rear end separates at the bulkhead and goes a different direction, the lawyers will work it out.

Well, we did work it out, and I did have the bulkhead fixed.

As I said earlier, FOT has done great work on my coach and I try to get my parts and work done there. They are an asset to us owners. They are professionals.

But, I still believe that the bulkhead is a warrantee issue.

mike B.

The rust part I did not anticipate but I reminded james recently about my unihome introduction comment in Oct 1987 about the rolocks versus huck bolts. And doublers on the frame/subframe attachment points. The phone got quiet when I reminded him. And he did remember.

Re: Small frustration - FT phone system

Reply #23 – July 25, 2014, 10:26:25 am

I just called again using Roger's suggestion. Extension 173 went to voicemail, so I tried 172 and got Billie Jack. I asked about the lack of response, and he said that they all check and clear out their voicemails before going home each evening, so obviously something happened. Extension 154 is the parts manager, which happens to be the number I called first.

Re: Small frustration - FT phone system

Reply #24 – July 25, 2014, 12:20:22 pm

I never have a problem once I DO get to a human being and I am always happy with the support and information that I get from anyone I speak to there. Parts, Service, Remodel, Upholstery, Office .. . I am very thankful that there are such fine folks working there, even if their phone system sucks.

By the way ... did they ever re-stripe the lines in the parking lot??? That is WAAAAAY past due!!

Affiliate Notice