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 Thursday at 03:30 PM by Steph and Dud B
Syntax

[jd1923]

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

[Steph and Dud B]

13 minutes ago, jd1923 said:

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

Absolutely, but warranty work is another matter. (And, to be fair, Oliver has an excellent warranty.)

[DanielBoondock]

On 4/16/2026 at 8:19 AM, Steph and Dud B said:

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.

On communication issues my experience buying a new trailer was similar. Our bank operates differently from what they're used to, they wanted to talk directly with Oliver and get some information. I had communicated that many times months previously but it just didn't register. I forwarded emails from the bank requesting information, three different people saw this email but same problem. I discovered all this when I arrived, it was pretty frustrating. 

I'll say the Oliver people I worked with were all great, we got it sorted out, but in the end we had to do all the work with the bank that should have done earlier. We spent three nights at the Oliver campground doing this, but no worries, we needed the time anyhow and I had built in a buffer to our trip so no problems. 

Later at home I found a second issue going over the paperwork with the charges, service had charged for work that was already paid for on the main invoice, almost $1k worth. I caught it, when I alerted them they were great at getting it corrected. 

But yes, advice is absolutely triple check everything. The people are great, super nice, do top notch work, but communication is an area that can be improved. 

Edited 1 hour ago by DanielBoondock

[theOrca]

On 4/16/2026 at 11:26 AM, jd1923 said:

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

When I read that, I immediately had the visual image of the bad guy of "The Fifth Element" movie stomping down his space ship stairs muttering: "I you want something..." Gary Oldman was perfect for that role.