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customer service at FOT

I am having an air brake problem while at home in Colorado.  I need some parts and part numbers.  The Meritor air brake service manual which came with the coach (2002 U320) does not show the set up I have on my coach.  I called to speak with James T and was told I must join  service + club before I could speak to him.  I purchased this coach from FOT in June of "13" and yet they wanted extra $ before they would help me ID the parts needed.  The Parts dept. also would not give me the parts numbers unless I purchased them there.  I called MOT and immediately was given the parts numbers my mechanic needed. So long FOT, from now on all my dealings will be with MOT.  So much for customer service  Norm H.
Norm H.
2002 U320 3602
PBDS
Build # 5941
MC# 16699


1997 Gulfstream Tourmaster, Cummins 8.3
2000 Country Coach Magna, Cat C-10
1998 Foretravel U295, Cummins 8.3

Re: customer service at FOT

Reply #1 –
FWIW,
Well, I am nearby and needed a windshield. They were very helpful, had it in stock and sent my nephew up there picked it up and returned with the glass.  A funny note was the parts guy at FT was putting it in a rack that I had gotten from the local glass installer.  Somehow it broke and he just picked up the pieces, got another, and put it in the rack for my nephew.  Of course, my nephew was concerned, but there was no reason.  We got home and voila' new windshield (yes they fit just fine, and that is why I wanted to buy them from FT).  Overall, I have been happy with them on this and every other time I have gone there.  I know this is just one persons experience. 
Best of Travels
Best of Travels

Re: customer service at FOT

Reply #2 –
That's strange.  I needed a drive belt number this week.  Mike Grimes gave me the number promptly with no hassle.  I later found it clearly listed in my Owner's Manual.  Duh!
Regards,
Brett

'99 42' Foretravel Xtreme
'14 Brown Motorsports Stacker
'05 Chevy SSR
'02 BMW R1150R

Re: customer service at FOT

Reply #3 –
Norm:  That attitude has to come from the top.  Another example of "Nickle and Dime" mentality.  How can you make money on customers you run off to your competitor?  I think there are divisions of FOT who will still provide service if you can get to them via the phone maze.  They still will service customers there with money in their pockets.  They just do not wish to buy "Goodwill" for free. ??? 
Dan & Shirley Stansel
2002 U295 4020 AGDS Build#6054
Towing Buick Enclave & M &  G Braking
Emerald Bay, Lake Palestine, Texas
MC# 16650

Re: customer service at FOT

Reply #4 –
Quote from: Dan J. Stansel –
... How can you make money on customers you run off to your competitor?  I think there are divisions of FOT who will still provide service if you can get to them via the phone maze.
Yes, it's likely that this is one reason for the differences in stories from one customer to the other. It all depends on who answers the phone. If it's the employee who toes the line you could be SOL. If it's someone who doesn't believe in that, the story could be different.

Might be wise to make sure that names of people who actually help for free are not bandied about too openly.

Craig
1993 U225 36' Unihome GV with PACBRAKE exhaust retarder, Banks Stinger and Solar Panels.
Toad: 1999 Jeep Wrangler 2-door soft-top.

"No one has ever had to evacuate a city because the solar panels broke."

Re: customer service at FOT

Reply #5 –
Always had good luck at FOT with Mike Grimes & Billy Jack for parts being shipped, same with MOT parts being good for my needs, seems no difference in parts service, either one does great.
Same with the service shop, both FOT & MOT have always made a hole for what ever I need at the time. Made me feel guilty for using Bernd for the radiator & steering.

Re: customer service at FOT

Reply #6 –
Quote from: nlh1250 –
I am having an air brake problem while at home in Colorado.  I need some parts and part numbers.  The Meritor air brake service manual which came with the coach (2002 U320) does not show the set up I have on my coach.  I called to speak with James T and was told I must join  service + club before I could speak to him.  I purchased this coach from FOT in June of "13" and yet they wanted extra $ before they would help me ID the parts needed.  The Parts dept. also would not give me the parts numbers unless I purchased them there.  I called MOT and immediately was given the parts numbers my mechanic needed. So long FOT, from now on all my dealings will be with MOT.  So much for customer service  Norm H.
Similar experience this spring. Those folks are crazy!  Call Powertech,Zip Dee, or Hwh and you'll be treated like family. FOT treated me like some kind of trifling vagrant! So sad too bad. You ought too talk to some of their former employees if you get the chance.
Tom
1998 U320 40'

Re: customer service at FOT

Reply #7 –
Next time call Merritor help line...they have always been great to me.
1998 U270 34'

Re: customer service at FOT

Reply #8 –
I like them both.  Much prefer FOT's handling of consigned coaches with inspections and ready to roll once purchased.  At MOT you buy what you see.  I say that after $5 grand in simple punch list items, oil changes, and filters on the rig we bought at MOT.  Everybody I've dealt with at both places has always been exceptionally helpful, knowledgeable, and friendly. 

Re: customer service at FOT

Reply #9 –
Never had a problem with FOT. They always have answered my questions or sent the correct part after consulting to be sure. Just a great group of people who have always cared about me and my coach!
Larry
1996 U295 36'
Build # 4805
Actually we sold it but just like to lurk

Re: customer service at FOT

Reply #10 –
Joe, I hesitate to speak about what MOT does, but this seemed the case not long ago.  There are a couple of price options though in fact the most common that buyers select is along the line of where is, as is.  Not absolute on that, but that is the lowest price point.  There is then a level at which we bought one coach, paid what I will call the sticker price but it came with a very detailed review and a few pages of "fixes".  There is also the option that three people took that we worked with......had an inspection done by someone they hired, then negotiated a price.  The coach we were interested in one time at FOT was about the same, we agreed a price but then they told me of repairs needed at my cost, and then we found end caps needed.

I think as much as I hate to think or say it, it is along the lines of buyer beware and it is even logical as I think about the different pricing that buyers want.    Even where the dealer does the most that could logically be done, there is still much room to find problems later.  And when you elect to buy at lowest price with no inspection, that list can be longer.  Much as been written about how those can or do play out in real life.  I do think MOT coaches at lowest prices are checked that systems work....iE. the retarder works, the brakes work, etc.  But that seems to me about it, no crawling around to check fuel lines for cracking, slide pins for corrosion.  This is just my observation, not a fact.  PDI's are complex.....what does it mean to each can differ.
Mike
2001 U320 4010 Build 5878 (Gus)
Wrangle Unlimited Toad
Nacogdoches

Re: customer service at FOT

Reply #11 –
Today I ordered a switch from FoT.  Answered right away.  Took order, very courteous,  Whole thing took a couple of minutes.

Happy

Keith
Keith, Joyce & Smokey the Australian Cattle Dog
1995 U320 SE Extreme 40' WTBI Build # 4780, with a Honda CR-V hopefully still following behind.
Motorcade # 17030
FMCA # F422159

Re: customer service at FOT

Reply #12 –
Apparently it boils down to motorcade or not to motorcade and how each individual employee at FOT adheres to the new guidelines on talking to non motorcade owners. Contrast this business model next to Powertech and it "feels" appalling. But then again they have to remain profitable to stay in business and there is a cost to having employees tied up on the phone helping working stiffs like me continue to keep older coaches maintained.
Tom
1998 U320 40'

Re: customer service at FOT

Reply #13 –
I too had a great experience with customer service from Mike Grimes in parts. I had to replace the mirror the peacock knocked off. Mike remembered who I was and what coach I had and the whole transaction of ordering the mirror took about 5 minutes.  The mirror should be at our campground at Navajo Lake by Friday.
The selected media item is not currently available.Kent Speers
Locust Grove, OK
1993 U300 SSE 40' (Restored at FOT 2009) Build 4323
720 watts Solar
6V92TA DDEC Silver Engine
2014 Subaru Outback

Re: customer service at FOT

Reply #14 –
I have had positive experience very time I have dealt with Mike. Not so with service. Would prefer to deal with FT as they built the coach, but MOT has my business. It sure would be nice if FT realized there was a lot of money to be made taking care of the older coach cliental. It would be a win win for everyone concerned.
John
1998 U270 34'

Re: customer service at FOT

Reply #15 –
My experience with MOT in shopping for a FT and selling our SOB on consignment was excellent. Our first service experience there was not satisfactory and I haven't been back. It appears that we were there at a particularly bad time, and we did not stay with the coach during the service event. That was a "newbie" mistake. I may go back to MOT some time, but other providers have served us well. I continue to hear good reports about MOT from people whose opinions I respect.

Our experiences with FOT have been mostly good. I maintain our Motorcade membership and the "bonus" service premium. I figure the cost is trivial relative to the cost of maintaining and operating a DP coach. My experience has also been that FOT has been an excellent source of parts, information, and service on most parts of the coach. I've never experienced bad attitudes at FOT, and I've always tried to avoid exhibiting a bad attitude when dealing with them.

I have used R B Vehicle Services (Bernd Ramspeck) for work on the engine and hydraulic systems. His shop has done a good job for us. There was a mistake on one job and they fixed it immediately.

I have used Xtreme P&G for fiberglass/body/paint work on the coach. I've been pleased with their work and courtesy.

I have used Big Truck Alignment to true steer tires and align the front end. The coach steers the best ever since they worked on it.

There are several good vendors in NAC and vicinity that can help to keep our big vehicles working. I try to respect the skills of all of them, and give them money in exchange for information, parts, and services.
J D Stevens
1997 U295 CAI 36' Build #5085
2002 Subaru Outback
Motorcade 16869
Bellville, TX

Re: customer service at FOT

Reply #16 –
I especially liked the charge for $110 to dump my tanks, which I couldn't do myself because the lot was jam packed when I arrived.  Upon complaining, it was reduced to $46.  I have patent attorneys in DC that could learn a thing or two about billable hours from MOT.  But, I like them.  They do good work and I understand they need to make a living too. 

Regarding the inspection differences.  I liked our new coach too much and was a horrible negotiator with Jason.  Assumed the approach would be similar as it was for me across the street.  My fault.  Pretty sure even with the extra charges my deal was better at MOT but it is hard to say for sure.  Trying to figure out the market on a newer Foretravel is akin to trying to decipher the tax code.  But, next time I come to town, I will be negotiating like a Pakistani rug salesman. 

Re: customer service at FOT

Reply #17 –
One thing about Nac is the labor charge is low.  Here the local Chevvy dealer has a one man RV shop and though the work is very good it's $169 per hour and no "happy ending"!  (if you don't know don't ask) :o

Keith
Keith, Joyce & Smokey the Australian Cattle Dog
1995 U320 SE Extreme 40' WTBI Build # 4780, with a Honda CR-V hopefully still following behind.
Motorcade # 17030
FMCA # F422159

Re: customer service at FOT

Reply #18 –
My gripe, when I started this thread, was not with ordering parts but getting tech help on a coach I had purchased from FOT just two years ago and had the wrong Meritor brake service information in the info pack.  I could get no help in determining the proper part #s until I contacted Meritor consumer relations.  I then found out that FOT was going to charge double the standard price for one part.  The only thing FOT did for me was look up the axle # on my coach.    Norm
Norm H.
2002 U320 3602
PBDS
Build # 5941
MC# 16699


1997 Gulfstream Tourmaster, Cummins 8.3
2000 Country Coach Magna, Cat C-10
1998 Foretravel U295, Cummins 8.3