Turn Key

Just thought some might like a look at a letter I sent to Fleetwood. Can't say I'm really pleased and the letter will explain why. Just felt the info should be passed on and could see no better way to let all my fellow Texans know.

Happy Camping!
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June 2, 2004

Dear Sir,

Over the last 12 years my wife and I have returned to camping. During that period of time we have owned and enjoyed 2 Fleetwood/Coleman Pop-Up Tent Campers, the first a “Colorado” purchased used, the year of manufacture unknown. Our second unit was a 1999 “Sea Pine” we purchased new from Western Camper of Ft. Worth, Texas. Both of these pop-ups were outstanding and gave us many weeks of happiness while traveling around the southwest.

About 4 months ago my wife and I decided that it was time for us to “step-up” from a folding trailer to a small fifth-wheel trailer. We limited our search to 24-29 feet in length with a gross vehicle weight not greater then 10,000 lbs. We also knew that we wanted one “super slide” and either a rear-kitchen or rear-bath model. Naturally, with our past experience with your products, fifth-wheel trailers made by your company were at the top of the list to check. Your products were joined by trailers from Jayco and to a lesser degree, Keystone and Starcraft.

After doing some “on-line” checking I was able to narrow our search down to a few models. At this point I contacted Vogt RV Center of Ft. Worth, Texas and requested literature about trailers that would fit our needs. This arrived and we were able to further limit our search.

Approximately 3 weeks ago my wife and I took a drive over to Vogt RV to get a first hand look at what was available. We spent about 1-½ hours with the salesman, looking mostly at Jaycos as they had few Fleetwood products on the lot. Towards the end of our time we did take a look at Fleetwood travel trailers, just out of curiosity. During this time our salesman revealed to us that as of the 2005 model year, all Fleetwood trailers would come with a 1-year rather then a 2-year warranty. He further stated that after the next 2-3 days, all remaining 2004 units “on the ground” and to be delivered would be sold with only a 1-year warranty. I must say that I found this information a bit odd.

After leaving Vogt RV, we drove over to United Recreation Center, also of Ft. Worth, Texas. We were able to look at a few more Fleetwood products there and found one or two that may have fit our requirements. While there, I asked the salesman about the planned change in warranty length for 2005 and the balance of 2004 units. He stated that I was incorrect and showed me a document that stated that only 2005 models were effected by the warranty change. At this point I stated that I would have to consider this information prior to making any decision.

After returning home, I sent an e-mail to your company requesting clarification concerning length of warranties for 2004 and 2005 units. After a few days of receiving no reply, I sent a second e-mail asking for the same information. Both e-mails were sent through your web site and when send yielded the usual screen, thanking me for my interest and assuring me of a prompt response. Both e-mails contained my correct e-mail address and, if memory serves, my street address as requested. To date I have received no response.

Sir, on Thursday, 5/27/04 my wife and I purchased a 2004 K-Z “Durango” 275RK. Some of the chief reasons for our decision were the lies and/or half-truths given to us by a company representing your products. My irritation at this was exacerbated by your failure to respond in a timely manner to my requests for clarification.

It is unfortunate that a company that I felt was at least a notch or two above the norm would treat a returning customer so shabbily. It’s a sign of the times when “manufacturing” takes a back seat to “service” and even “service” isn’t what it once was. It is hoped that the problems that plague United States’ and other countries’ firms can somehow be corrected. If not, I fear what our country will look like in another 30-50 years.

Sincerely.



XXXXXXXXXXXXXXXXXXXX(Turn Key)
A Former Fleetwood Customer

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Shannon

First, thank you for sharing your letter here. Your letter provides good information and presents it logically rather than emotionally (which is easy to do when a company's just frustrated or hurt you).

It makes me feel good to know people still write to companies when they have been treated unfairly, their needs are not being met, etc. Sometimes, you find the company is a victim of its own policies and procedures or its own growth, but regardless of the reason when it impacts customers it needs to be addressed.

I'm glad you and your wife ultimately found a camper that met your needs and expectations, although I'm sorry to hear about the tribulations you had with Fleetwood. If you receive a reply from them, I'd be interested in a summary of their response, such as steps they're taking to address the issues you mentioned.

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- Shannon Moore
Your Host @ WildTexas.com
http://www.twitter.com/ageekgal

Turn Key

If I get an answer, I will be putting it here and at the other places I've posted the original letter. Good or bad, it would be the only just thing to do.

Will keep you posted and happy campung!

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ploddinTod

Give 'em hell, Turn Key. Customer NON-service and sleazy sales people are a bad combination.

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PloddinTod

Turn Key

Got two e-mails today (obviously electronic form letters) stating that the warranty will be one year on '05s but is still 2 years for all '04s. Neither address the sales practices of Vogt RV nor anything else contained in the letter I sent. I'm wondering if these are very late responces to my original e-mails or a "knee jerk" reaction to my letter? Guess I'll wait and see.

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kai

I know I'm jumping in late on this matter (i've been camping, and out of touch)- but did you send a copy of that letter or a similar letter of complaint to Vogt RV? I find it is often beneficial in situations such as these to notify all parties involved of your displeasure. If 'company A' is at first reluctant to respond to you, they may be more likely to address your needs and concerns if they think the exchange between yourself and 'company A' is being monitored/noticed by 'company B'- and may potentially damage the professional relationship between 'company A' and 'company B'.

I am a fan of complaining to companies about bad service, or when I think i'm being taken for a ride. I guess I have just plain had it & realized that we, as consumers, and as a society, don't have to put up with poor treatment.

I thank you for posting your letter, and the follow up events on here. I think as more people learn to speak up and defend themselves, the greater the effect will be on our market place. Its high time that our business world (for beginners) start acting in a more responsible manner.

Turn Key

Hi kai,

Thanks for the input. I did think about contacting Vogt but decided not to. Since we decided to go to K-Z after Fleetwood ignored us, I saw no reason to bring Vogt back into the picture. More importantly, I have a hard time dealing with any person or company that I have caught in any type of deceit. If I catch you in a lie now, how do I know your telling the truth later? Just one of those things that makes me the way I am.

Happy Camping!

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Turn Key

Well, tomorow will be a month since I sent the above letter to Fleetwood. Never heard a word from them about it, just the automated responses to the two e-mails. Guess they really don't care. Just thought all would like to know.

Happy Camping!

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ploddinTod

Turn Key, You went to alot of trouble to bring their shortcomings to their attention. Still with no response. I hope it hits them hard in the pocketbook.

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PloddinTod