Cover StoryUnofficial Consumer Satisfaction Survey
Are You Listening?
By Don Magary, editor
When it comes to consumer satisfaction with their RVs and the associated buying and
owning experience, there’s a wide range of opinions.
We all love accolades and a pat on the back when our customers are delighted with
what we try to do for them. But the truth of the matter is not every RV owner is as happy
as we might like to believe. So the challenge
is to listen to those that feel our products and services might be falling short of the
mark with the same intensity as we listen to those who want to praise us.
As individuals within the broad spectrum of companies that make up this industry
it’s imperative that we listen to our immediate constituency, our own customer, but
we also need to listen as an industry to get the “big picture. Obviously, all of our futures are interdependent
on each other regardless of what market segment we represent. The most credible way to gauge customer
satisfaction from an industry perspective is to underwrite a national survey. That way each and every person in the industry can
get a “feel” for what we are doing right and what areas we need improvement in.
The GoRVing Coalition through its Committee on Excellence recently invested about
$300,000 for a study designed to “enable RV manufacturers, suppliers, dealers and
campgrounds to prioritize and act upon the drivers of satisfaction identified by 12,000
owners of 1997 model-year motorhomes, travel trailers, fifth wheels, folding camping
trailers and truck campers.”
However, since that study will not be widely distributed, RV News suggests that readers
turn to an on-going consumer satisfaction survey being conducted daily on our sister
company’s web site RV America On Line® in the “Owner’s Review”
section (http://www.rvamerica.com/evaluations).
For more than two years thousands of RV owners have posted their “reviews,”
and the database has become an important resource to more than 100,000 potential RV owners
doing research on what they should buy and who they will buy it from.
RV News is not suggesting that this is a scientific sampling of consumer attitudes nor
that it has the integrity or validity of the GoRVing-sponsored study. But since the GoRVing study is not generally
available to the industry, this is an alternative resource that companies can and should
use to see what consumers are saying about industry companies, products and services.
The owner’s reviews are broken down in categories by product types: luxury
motorhomes, conventional Class A motorhomes, Class B motorhomes, Class C motorhomes,
conventional travel trailers, fifth-wheel trailers, tent campers, truck campers, tow
vehicles and “other.” Consumers use
the “other” category to express their opinions about components and aftermarket
accessories.
By studying these reviews the reader will see trends developing. For example the vast majority of buyers buy from
a local dealer. We also see that for the most
part, consumers are pretty happy with their dealer and the manufacturer of the product
they purchased. The problems encountered are
relatively minor and they are satisfied with the manufacturer’s and dealer’s
efforts to solve these problems. We also see
that those who are not happy are real unhappy and they are more than willing to vent their
frustrations loudly and often. There seems to
be a trend by manufacturers to allow these extreme cases of dissatisfaction to proceed
toward litigation rather than solving the consumers’ complaints. In the majority of these cases, the manufacturer
ends of settling the complaint just prior to going to court, but will stall as long as
possible through postponements and other legal delay tactics.
There is also a trend by RV manufacturers to monitor this public forum and if one of
their customers posts a message with a complaint they respond almost immediately to try to
solve the consumer’s problem.
Individuals and companies within the industry need to know what consumers think once
the taillights disappear off the dealers’ lots.
RV News urges those who can obtain the GoRVing study bite the bullet and pay the
$250 to get the study. Then read and study
it. But we also believe that companies should
pay attention to these Internet forums because it goes past survey tabulations and
analysis and presents the individual user’s heartfelt attitudes about the products
and services that make up the RV lifestyle.
Following is a random sampling of the types of messages consumers share with other
interested RVers on RV America’s Owner’s Reviews. The sampling is presented without prejudice and
for the most part was selected from the latest postings in the sections represented. They are presented with only minor editing of
spelling.
Click on product types if you wish to read reviews about a specific
type of RV. Click Back
under name of the product type to return here.
Continue below to read all the reviews.
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Class
C Motorhomes
Back
Winnebago Itasca Spirit
Dealer Name
Wheeler’s Las Vegas RV
Las Vegas, Nevada
Distance to Dealer — Remote (more than 500 miles away)
My unit is a Model 31T with an 11’7” slide out. It’s
powered by a V-10, w/ a 4-speed automatic with overdrive. It’s a Ford E-450 Super
Duty. My biggest complaint with the unit, is the entry door to the motorhome. When I took
delivery, ALL the screws in the door were pulled or stripped. The dealer installed a new
door, and the screws in the lower LH corner near the lower hinge were loosening and
starting to pull in less than a week. The door is located next to the front support of the
awning, and if the door is opened fully. It makes contact with the awning and pulls the
screws. The door appears to be constructed of a foam material, which screws will never
hold securely. Other than the door I’ve had very good luck with the unit. It drives
nice, the drivers area is well laid out. It keeps up with traffic, and merges well onto
freeways. I pull a Saturn wagon, and it’s a good combo. The storage on the drivers
side is adequate, and it is part of the slide out. It’s a well-designed unit and
meets my needs.
Bill Williams
Hoodsport, WA.
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Coachmen Leprechaun 265RBS
Dealer Name
Giant RV
Raynham, MA
Distance to Dealer — Local (within 100 miles)
Purchased unit new in Oct. 1998 complete with HWH jack system. RV is on
Ford Chassis with V10 engine. Floorplan was the selling point for this RV as it has a 13
ft. x 3 ft. slide out making the living area about 14 ft. x 11 ft. The back 5 ft. of the
RV is the bathroom which includes a vanity counter, stall shower, generous wardrobe, and
toilet in its own room. As of June 30, 1999 we have had problems (4500 mi.) only with the
slideout mechanism (which the dealer took care of after the manufacturer redesigned the
system) and the jacks needing adjustment. As with all things new made today, we made a few
adjustments to fit and finish and are pleased with RV.
Be aware, the fold out couch will not open unless the slide is out, we replaced the
fold out couch with a jackknife couch.
We tow a 1998 Ford Contour SE with the 6 cylinders, manual transmission -
all four on ground. Because we tow, we follow Ford’s service procedure for heavy-duty
use for the V10.
Lee Easter
Falmouth, MA
Minnie Winnie
Dealer Name
Holiday World of Houston
Houston, Texas
Distance to Dealer — Local (within 100 miles)
Bought our first NEW motorhome after owning two used class A units.
Decided on the 31A Minnie Winnie since it was well built, well appointed and drove
extremely well. We had two small problems
both of which were promptly repaired. There was a small water leak at the vent hood and we
developed a driveline vibration. Ford and Winnebago stepped up and found that there was a
problem with the driveline and U joint that had been added by Winnebago. The only problem
with the repair was the time it was in the shop. The Ford Truck shop was busy and he had
to work the coach into his schedule. The
coach is on the Ford E-450SuperDuty chassis(E40) with the 6.8L Triton V-10. This engine
seems to have plenty of power and is much smoother and quieter than the old GM we had.
The Coach is very well appointed for a class C and the fit and finish is
the best. The 31A layout has lots of storage room inside and outside. Since we moved down
from a 34’ class A there was some adjusting to do.
The front entertainment center is great with a 19” TV and is easily seen from
all over the coach.
The dealer, Holiday World and the salesman, Dan Leslie were super. The
coach was ready as scheduled and they went over every system demonstrating how it worked
before they even ask to sign the papers and hand over the money.
We look forward to many trips and will post an update after we return from
the first major trip.
Ken Wilson
Conroe, Texas
This is a follow up on the previous post. The coach now has 5800 miles and
has done a great job. Had it back to the dealer to fix a couple of small problems.
There was one problem he reported he could not fix as that is the way
Winnebago builds them. The engine cover is unbearably hot on the passenger side and needs
more insulation. Also the floor in the cab area get hot since there is no pad or
insulation in the floor. I ordered a heat insulating material with a foil backing from
J.C.Whitney and installed in both the engine cover and floor. Since the carpet is glued
directly to the floor, it was a job getting the carpet up (after the seats were removed.
The results were unbelievable on the next trip. The floor was only slightly warm where
previously it melted the lipstick in my wife’s purse. The engine cover was barely
warm to the touch.
I suggest anyone interested in a class C have the extra insulation put in
as part of the deal with the dealer.
The other problem was the edge of the bathtub was not supported properly
and had to have more bracing added.
I added Air Lift front air springs and Ride Rite rear air springs, which
reduced the amount of side-to-side roll or sway. Makes the coach a dream to drive now.
Driving at 65 mph and towing a 2800 lb car, we get around 8 mpg...which is
a long way from some of the folks reporting 9 and 10 mpg. They must be running on flat
ground, no wind and no dinghy. We went almost 3800 miles since the last oil change and
used a bit over 1/2 quart of oil. The 6.8L Triton engine pulls really well. Pulling some 8
and 9 % grades in 2nd gear easily, we can pass other older coaches with the old 460 cid
Ford or 454 cid Chevy engines.
All in all we are pleased with the coach and Winnebago. It still seems to
be a much better built coach than was our 89 Pace Arrow.
Ken Wilson
Conroe, TX
Thor Ind. Four Winds
Dealer Name
J&M Camper
Augusta, Maine
Distance to Dealer — Local (within 100 miles)
We bought the unit 36k miles ago (1991) and have had nothing but the best
of luck with it. 28 feet long with rear queen, split bath and barrel chairs in living room
instead of a couch. Have been up and down the east coast and out to Kentucky and
Tennessee. Starting to look for it’s replacement and will begin by checking out Thor
Industries and see what they offer under the Four Winds banner. We’ve not had much of
anything go wrong, but those times that we needed service from the dealer they were great.
Jon Nelson
Augusta, Maine
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