IRV2

Topic: IRV2 (Read 2738 times) previous topic - next topic

IRV2

June 25, 2015, 08:15:04 am

In my morning rounds, on IRV2 the Foretravel Factory is getting bashed for the policy of Premium membership to talked to to people in tech service.

Re: IRV2

Reply #1 – June 25, 2015, 09:07:08 am

Thats OK You can never get anyone on the phone and they never call you back at Foretravel. (just my experience). I just call Motorhomes of Texas and get right thru to someone and get help right away. Mot people will stay on the line or will call you back with all the info you need. Why they have such great service when they don't get paid for phone help? It will pay off for them in the long run as "todays quality is tomorrow's reputation". MOT has the personal touch with their customers and a relationship with each one. They know you by name and their service is truely a passion. Everyone who works there seems to really care and that comes from the top. DAN

Re: IRV2

Reply #2 – June 25, 2015, 11:44:07 am

No surprise. Wonder how long it will take before they realize the added money is far less than the added grief.

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Reply #3 – June 25, 2015, 11:56:47 am

How to commit customer suicide. One of the best things going for Foretravel was the outstanding support from the Factory as well as MoT and this Forum. I just don't get it. Obviously they need a customer relations person who knows the business.

Cashflash Bob where are you?

I saw a sign in, I believe, Menard's that said "The customer is not interrupting your work - he is your work." They need that philosophy.

I am the third owner of a small business that is in it's 66th year. We stay in business because we go above and beyond what's strictly necessary.

Here is the link by the way:

Pay to talk to tech - iRV2 Forums

Keith

Re: IRV2

Reply #4 – June 25, 2015, 12:45:12 pm

I find the complaints to be warranted based on my own experience.

I've called the parts department 4 separate times to buy different things. The results of those 4 calls are- 1 time being sent the wrong part (I decided to keep the wrong part and never mention it to them) and the other 3 times I either left a message or was told that they would call me back and I never heard from them again. I've decided that its just a waste of my time dealing with FT. Your opinion may differ but that's how its worked out for me in my attempts to buy something from them.

Re: IRV2

Reply #5 – June 25, 2015, 12:56:35 pm

How much does premier membership cost ?

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Reply #6 – June 25, 2015, 12:59:40 pm

Quote from: Jimmyjnr – June 25, 2015, 12:56:35 pm

How much does premier membership cost ?

$25 extra

Trent

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Reply #7 – June 25, 2015, 02:35:48 pm

When I call FT Parts, Mike Grimes' voice mail answers and gives me the extensions of all the other parts guys. I just dial each extension until someone answers. I never have the leave a message.

Re: IRV2

Reply #8 – June 25, 2015, 03:53:18 pm

I've never had a problem--- yes, you might have to call more than once, they are busy ( and that's good!), but once you get parts on the phone the service for me has always been great and the attitude is friendly and helpful. Where else can you make a phone call and have the parts you need for a 25 year old coach shipped the same day from stock?

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Reply #9 – June 25, 2015, 04:02:17 pm

I love that you guys stick up so much for FT parts poor customer service.

I can get my parts elsewhere.

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Reply #10 – June 25, 2015, 09:05:45 pm

I paid for the extra membership and the only thing that I got out of it was stress. I made appointment 6 weeks out to have roof and water heater checked at fixed. What I did not realize was that it was a check it and make another appointment to have the work done. It will be MOT in the future.

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Reply #11 – June 25, 2015, 09:21:34 pm

I'm not sticking up for anyone, just relating my own experience with parts and service for my two coaches. I have had no problems with Foretravel. They usually have the parts I need in stock, and other than scheduling, their service on both coaches has been well done and reasonable in price. I'm pleased with my own experience. Sorry that others have had different experience.
I should mention that I live only three hours away from Nac, so they see me on a regular basis and know me. I do not have a premium membership.
I also like MOT, and bought my U320 from them. Their service is top notch as well.
All only my opinion of course.

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Reply #12 – June 25, 2015, 09:57:00 pm

10-20 coaches made a year, less and less service work. They probably won't be around in 5 years for us to complain about anyway!

I stopped in when I was passing through to get some parts. Once I found the parts counter (nobody really asked me if I needed help in the showroom or elsewhere), they were friendly and pulled what I needed. Getting stuff via phone is near impossible in my experience.

As our rigs age, FT for parts becomes less and less relevant as they probably won't carry the stuff anyway.

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Reply #13 – June 25, 2015, 10:46:39 pm

I do not blame these individuals for being upset about having to pay extra to ask somebody a question. I feel the same way. Since we purchase our IH 45 from Foretravel I have called three times to ask James Triana a technical question about our coach. Each time I have had to go through and speak with somebody about Motorcade Plus program. When they look up my name they realize that I have the Plus membership and forward my call to James.
When I was researching Newell Coach and Prevost's I had no problem speaking with service, technical, or even remodeling personnel. I spoke with service and technical personnel on several occasions at Newell Coach and never had a problem getting to speak with the appropriate person. They were always friendly and never seemed to be in a hurry to get off of the phone. I was able to speak with technical and service techs at some of the Prevost convertors without being asking what were my intentions.
This program that Foretravel has is a bunch of garbage and I regret that we purchased a IH 45 from this organization. Should have purchased a Newell Coach.
Reese

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Reply #14 – June 25, 2015, 11:03:21 pm

I think what would annoy me even more if I spent the $$ on a newer or new foretravel is the fact that only ONE guy (Jame T) seems to know anything about helping solve problems on your very expensive purchase.

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Reply #15 – June 26, 2015, 06:49:02 am

To clarify we purchased a previously owned IH 45 at the end of February 2015 from Foretravel and took delivery the third week of March. Typically I do not express my opinion on boards because they are like rear ends everybody has one. This Motorcade/Motorcade Plus issue has become a major irritant. I had considered starting a thread on this subject, but decided not to waste my time.
The individuals that I talked with at Newell Coach and Prevost were happy to answer any and all of my questions.
Reese

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Reply #16 – June 26, 2015, 07:05:19 am

If ----we take a step back and think about what is happening here , I believe we are looking at a --BEAN COUNTER --mentality . Do not see success with this think at the end of the road . I say this with a tear in my eye . It is just plain unnecessary and will produce unwanted results . Brad Metzger

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Reply #17 – June 26, 2015, 08:31:20 am

I have had very good luck with FT parts, and I'm not a member of motorcade. I just leave them a message of send an email. They will respond in a day or 2. In today's world seems everyone wants instant results, I for one are just glad they still support the older coaches as much as they do

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Reply #18 – June 26, 2015, 08:49:18 am

I'm a new FT owner but I have lots of business management experience. From my seat in the cockpit it appears that Foretravel is trying to evolve, seemingly making short term decisions instead of focusing on long term. Based on only my short visit to FOT a couple of weeks ago I didn't feel that it mattered to them that I was there. I interacted with 4 or 5 people there and got the same feeling from all of them.

I found the atmosphere to be as different as day and night at FT and MOT. Granted, I was buying my coach at MOT but that shouldn't matter regarding customer service.

There seemed to be a vibrant electricity in the atmosphere at MOT....lots of activity, everyone occupied with purpose. The staff from top to bottom couldn't have been more helpful. They seemed grateful that I was there.

Things felt differently at FT. It was very quiet, sleepy almost. My visit almost seemed like an intrusion. Granted, I wasn't buying a coach there but I didn't feel they cared very much that we were there.

I hope FT works everything out. It is to every FT owner's benefit that both MOT and FOT succeed. I know I prefer both to thrive so they will be there when I need them.

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Reply #19 – June 26, 2015, 09:04:37 am

I have always had a good experience at FOT with the parts and service departments. Maybe it's just me. I agree that arttitude counts, and with customers even more. The $25 Premium charge I sincerely believe FOT management thought it was a non issue as $25 is a service tip to a good service tech.

In time all will fudge itself out. FOT should change the Premuim thing to something else like a Motorcade club membership of $100. Then just come right out and charge for tech services over the phone or email. For new coach buyers no fee for 2 years. For used coach buyers free for one year. Comments? Gestures?

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Reply #20 – June 26, 2015, 09:22:19 am

Quote from: Peter & Beth – June 26, 2015, 09:04:37 am

I have always had a good experience at FOT with the parts and service departments. Maybe it's just me. I agree that arttitude counts, and with customers even more. The $25 Premium charge I sincerely believe FOT management thought it was a non issue as $25 is a service tip to a good service tech.

In time all will fudge itself out. FOT should change the Premuim thing to something else like a Motorcade club membership of $100. Then just come right out and charge for tech services over the phone or email. For new coach buyers no fee for 2 years. For used coach buyers free for one year. Comments? Gestures?

I find it difficult to believe that the $25 Premium charge resulted in enough additional income for Foretravel to make it worthwhile. More importantly, it gives the wrong impression to many--if not most. For example, what if one went into Lowe's or the Home Depot and could make a purchase without paying any additional fee, but had to produce a card that showed one had paid a $25 annual fee before one was able to get information or assistance from an employee of the store?

Re: IRV2

Reply #21 – June 26, 2015, 09:49:05 am

The $25 fee is irrelevant. It's not the amount that matters. It's the service degradation. Again, there is only one man that can answer questions? That's not a long term survivable model.

At the number of RV's FT produces each year, and the slow attrition of older models from the fleet, there will be fewer and fewer on the road. The brand is dead. Just face the music.

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Reply #22 – June 26, 2015, 09:57:55 am

If I have to pay for product support, I won't buy it.
JD

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Reply #23 – June 26, 2015, 09:58:31 am

Krush: You are correct if more go off than are put on new. Its the older coaches which keep FOT service department busy.
If they did a survey as to coaches made the Fores and the newer named coaches it will be the older coaches keeping them a float but they seem to not care about the owners of the older coaches. What they should have done is establish a call center for coach repair info. The center could have a fee to access and thats OK if it provides the service on a timely manner.

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Reply #24 – June 26, 2015, 10:02:21 am

Quote from: D.J. Osborn – June 26, 2015, 09:22:19 am

For example, what if one went into Lowe's or the Home Depot and could make a purchase without paying any additional fee, but had to produce a card that showed one had paid a $25 annual fee before one was able to get information or assistance from an employee of the store?

Isn't that what Costco, BJ, and Sam's do? Granted they are slated as some kind of "discount?" operation but they still charge you to do shop. I believe they should have just raised the price of all memberships, but I am not an active paying member they do not provide any service that I need, so what do I know?

Roland

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