How Bowlus Manages RV Service Differently
Often the quality of service at RV dealerships is criticized. Engaging someone other than the manufacturer or their approved agents can lead to frustration, so let’s dive into what you need to look out for as a knowledgeable consumer should you find yourself in a typical RV dealership looking for service. :
Ensure The Service Techs Have The Specialized Knowledge You Need
RVs are complex vehicles that combine automotive, electrical, plumbing, and HVAC systems, among others. Many dealership service departments may not have technicians who are fully trained or experienced in all aspects of RV maintenance and repair. This can result in misdiagnosis of problems, incomplete repairs, or the need for multiple visits to resolve an issue, frustrating customers.
Bowlus service technicians are invested in specialized training that cover all aspects of our RV systems. Our remote technicians are trained on specialty systems with the experience to make a difference. This enables us to diagnose and repair issues accurately and efficiently so never assume all techs are equal.
Poor Communication
Many customers report that communication between the RV service department and the customer is often poor. This includes not being informed about the status of repairs, unclear explanations of issues, and lack of transparency about costs. This can lead to a lack of trust and increased frustration as customers feel left in the dark about what is happening with their RVs.
We provide estimates in advance, when possible, and update customers along the way for our service appointments. We prioritize exceeding customer expectations and reducing frustrations by making the service experience transparent and quality.
Profit-Driven Focus
RV dealerships prioritize profit over customer satisfaction, leading to practices like upselling unnecessary services or parts, charging premium rates for basic services, or rushing jobs to maximize turnover. Customers may feel that they are being taken advantage of or that the quality of service is compromised by the dealership’s focus on profit rather than on providing thorough and reliable repairs.
Rather than encouraging all customers to come into a dealership for a service appointment, we work to solve any minor issues remotely via our remote service network – allowing for shorter wait times for appointments and competition of service, which results in significantly higher customer satisfaction scores.
Parts Availability Issues
Many RV parts are not readily available, either because they need to be ordered from the manufacturer or because they are not commonly stocked items. This can be exacerbated by the variety of RV makes and models, each requiring different parts. Delays in obtaining parts can significantly extend the time needed for repairs, keeping customers waiting longer than anticipated.
At Bowlus, we manufacture 70% of our parts ourselves – we are not at the mercy of oversea supplies the same way the industry is. This allows us to work quickly and efficiently.
Customer Expectations vs. Reality
Many RV owners expect dealership service to be as quick and efficient as getting a car serviced. However, the complexity and variability of RV repairs mean that services often take longer and can be more involved. When expectations for quick turnaround and easy fixes aren’t met, customers may feel that the service is poor, even if the issues are more about the nature of RVs than the quality of the service itself.
At Bowlus, we work to offer preventative maintenance programs, done either by us or by our remote service network. This is unique to the industry and we are the only manufacturer with a formal maintenance program. Unsurprisingly, regular maintenance prevents costly breakdowns, encourages the longevity of your RV.
The perception that RV dealer service “sucks” often stems from a combination of factors, including lack of specialized knowledge, high demand, poor communication, warranty issues, and inconsistent quality. For over a decade we have innovated in service so that customers are knowledgeable and efficiently serviced. With a national network of service support, you know you are in good hands when you purchase a Bowlus.