Factory service - Trust but verify

[Steph and Dud B]

We just returned from our third trip to the factory service center for warranty work and the same problem presented itself again: poor communication. In this case, they were to repair a gelcoat crack near the water heater and do a visual brake inspection. They had the trailer for 2 days. When we arrived at the factory for pickup at 4:30 on the second day I asked the service writer one specific question, "Did you remove the water heater to fix the fiberglass?" I asked this because it had looked to me that the WH would have to come out to address the crack, but the service writer said no, they didn't take out the water heater. Surprised, I double checked, "I don't have to refill my water heater tank?" Again, he said, "No."

When we moved to our site for the night, I discovered fresh caulk all around the water heater and an empty WH tank. This is important because, if we had turned our electric water heater on with the tank empty, we would have destroyed the electric heating element. We absolutely should have been told the tank was empty, and if the service writer wasn't sure, he should have checked with the tech. (The tech was smart, though, and did turn off the WH breaker.)

Also, I saw the tech's notes on the counter while we were waiting for our paperwork and he noted that we needed new shocks and bushings. I asked the service writer about that, he looked at the notes, and said it "doesn't mean anything." But, when I looked under the trailer later, the bushings were, indeed, badly cracked. Oliver had the trailer for 2 days. I'm surprised they didn't call and ask if I wanted new shocks while it was in their shop waiting for the resin and gelcoat to set. 

This poor communication at the shop (communication by email/phone before the visit has always been fine) continues a pattern going back to our first warranty trip in 2023. In that case, we went to pick up our trailer after 2 days and found that one of the major items it was in for wasn't even addressed.

Overall, we had become so frustrated with service issues that we mailed a letter to Scott Oliver prior to this visit expressing our frustrations and concerns, hoping things would go better this time. We never received a response. 

Bottom line for us: factory service is hit or miss. We've had some good work there (the fiberglass repair looks great), but there have been serious communications miscues, too. If you need to get service done at the factory, we recommend you keep careful records of all communications and check and verify all work done and everything you're told. Trust but verify.

Edited 2 hours ago by Steph and Dud B
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[jd1923]

If you want things done right, … (you know the rest)!