John E Davies Posted October 1, 2017 Share Posted October 1, 2017 Please post your experiences. I have had some trouble in several areas. Online Service Request (website): I only used this a couple of times. Once it was answered by a phone call within a day. The other was lost in space and I never heard from anyone. I think it is an awkward setup, at best. Email: I used to send emails directly to Jason, the old service manager. He was pretty good about responding within a day or two. I did have some issues with him not sending me all the stuff I requested. Telephone: I have called the general service number several times. Each time I had to leave a message. Response was variable. Lately I have not been getting anything back. When I have talked in person - I hate to admit this - I had a really hard time understanding either Jason or the new SM, who I can't recall his name - due to their very heavy southern country accents. Maybe that is my problem, I don't know, but I think the people selected to talk to the public should be easily understandable. (OTH I have hung up politely on more than one large corporation customer service rep from India that I just could not understand.) I will comment that nearly all of Oliver's buyers are older folks, many of whom might have hearing loss ;) Here's what I think is the problem, and I am hoping for suggestions about what Oliver should do to fix it. They are relying too much on old fashioned face to face communication which is obviously not working. They are just too busy now to be able to deal with issues and ship parts in an efficient and timely manner. They need to set up a better system that does not require the SM to deal with petty details like sending a replacement widget. What that system would look like, I have no idea. I do know that it should include regular e-commerce standard features like email notification, receipt, and tracking information. Perhaps half of the parts shipments I have received were incomplete and none had a packing list or invoice of any type in the box. They also need to add an About Us page to the website that lists the employees who interact with the Oliver community by department and position. I know the SM has changed, I still don't know his name and it should be so easy to find stuff like this since we are supposed to deal one on one with each other. As they continue to grow this problem is only going to get more frustrating for us as owners. Please comment with your personal experiences and any suggestions for Ollie owners or for management. I hope this isn't out of line, I thought a long time before deciding to start this thread. BTW I am going to call Service yet again tomorrow to see if I can get a response to my broken drawer problem.... They sent half the parts I needed. Thanks, John Davies Spokane WA 1 "Mouse": 2017 Legacy Elite II NARV (Not An RV) Two Beds, Hull Number 218, See my HOW TO threads: https://olivertraveltrailers.com/topic/john-e-davies-how-to-threads-and-tech-articles-links/ Tow Vehicle: 2013 Land Cruiser 200, 33" LT tires, airbags, Safari snorkel. Link to comment Share on other sites More sharing options...
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