NOT a self portrait, but close
Not tragic or profound enough to be a Charles Dickens novel, but owning/maintaining an RV is always a learning experience, especially over the years. It has been our hobby, even passion for 17 years now, currently on our second unit. We've had our fair share of ups and downs, repairs and temp fixes, et al. It is a boom industry and to avoid paying too much you learn to fix what you can yourself. I carry a stock of tools, sheet metal, tapes, sealant, tie wraps, hose, clamps and whatever else you can imagine. I have used it all. Last summer after our most recent Alaska trip we had the rig into the dealer at home for a list of items that took about 6 weeks to complete. Keep in mind this took place when we were home. We have been 'off the road' before, waiting for parts or repair, but for no more than a couple of days.
Happier Days
I damaged our awning during our recent trip to Texas. Solely my fault, it was the victim of the 'irresistible force vs. the immovable object'. The live oak tree that cut me off at the corner no longer stands, in fact it's firewood. It didn't require immediate attention, but when I visited Oklahoma City in March for an USAF reunion I made an appointment at the most reputable dealer in Oklahoma for repair. I even contacted the service and parts department, provided them with pictures of the damage, VIN #s, etc. to expediate the process as much as possible. This took place March 12th. I was trying to be proactive, staying ahead of the spring scheduling jam. They contacted me April 29th and informed me the parts were in; I confirmed the service appointment at that time as well.
I dropped off the RV at the dealer on my appointment May 10 whereas I was told they might get it in the shop in 2-3 days. I was a bit 'miffed', but knew we would be in a hotel for a few days anyways. 5 days later I called and was told it was still not in the shop. In fact they said the first person should not have told me 2-3 days anyway. On this day we are here 11 days and was told still 'no joy'. We immediately drove back to the dealer and I asked to talk to the Service Dept. Manager and then subsequently the owner, Mr. McLean himself. Although they commiserated with our story of hotel survival while on the road, they explained to me this is the industry. Appointments are for the business' smooth rate of flow, not the customers. Regardless of what their website states they consider appointments to be 'drop off' only. I would discover later that they were still servicing rigs in line since April. Obviously by this time I felt as if I was being handled, and badly at that. They have 17 service bays, but 6 are dedicated to arrival, dealer prep, etc. of new units and deliveries. That's where the money is made. T+11 days. Welcome to customer service in the Post COVID economic climate.
But, later that day I got a phone call back from the Service Department Manager and she got us a spot in the 'Arrival/Delivery Bays' and that they had begun, but needed two more parts. These motorized awnings can be a nightmare. Now it was a matter of lighting a fire under the Forest River Factory in Elkhart, IN and overnight the parts here so I didn't lose my place in line. The next day I was informed by the parts department that they were on the phone with Forest River Corp. because they had failed to include the awning motors with the rest of the initial order. Now they were searching for the part. Service Dept. wasted no time and informed us to pick up our RV and due to time set up camp in a local RV park awaiting the parts. We set our flag in Council Road RV Park, just a mile or so away; a very nice park. councilrdrvpark.com Considering $490 @ week in a hotel, $210 @ week here was a blessing. We are more comfortable, eating my cooking, saving money, yet still waiting. At this point an even trade the way I see it. I couldn't believe just how much more we were relaxed in our own RV again, even considered the circumstances. Yet, still dark clouds on the horizon.
5 days after checking into the RV park, the parts department called to tell me the factory ordered another entire new awning assembly WITH MOTORS this time. Because it's from their distributor........1-2 more weeks. T+17 days. On Friday, May 28th I called the parts department; parts show shipped, but no tracking info T+23 days. On Friday, June 4th I called once again, no joy...T+30 days. June 9th I visited with the parts department again and insisted they call Elkhart, IN to the Forest River Factory. They show the parts shipped from the supplier and tracking info that shows the parts arriving THEIR location (Elkhart, IN) June 25th and will immediately be reshipped to OKC. T+35 days. Temperatures and humidity are WAY UP now, typical Oklahoma summer. Reminds me, I have to call the doctor at home and renew my BP and COPD meds.
Ironically, 3 days later the Parts Manager called me saying he just got an 'in box shipping notice' from Elkhart saying the parts shipped enroute to OKC. He called to confirm and they said they had arrived early so they turned them. Fingers crossed. T+38 days. FINALLY SOME LIGHT ON THE HORIZON. Again, I contacted the parts department June 21 and was informed the parts were in and I should contact the service department the next day for installation as the scheduler was currently on vacation (hopefully with a broken automobile needing parts). It took me 3 days to meet with the service manager who once again blathered on and on about how far behind they were even though I showed her we were ahead of most of the people on her list. At this point for the first time they admitted they schedule folks who bought their RV there first in line. T+49 days. I made the appointment they wanted, but still scheduled another 'sit down' with Mr. McLean. I didn't hold much hope. Surprisingly, 2 days later he called, said he had reviewed my file and told me to expect a call from the Service Dept. Within the hour they called and asked if I could come in the 8th of July whereas they would get the awning installed and running that day; no dropoff. Of course, later that day I called to confirm. T+52 days. On July 8th they installed the awning and returned my RV in the manner they said they would, just many, many days late. T+59 days. I was worried as we had already paid for the awning, but the final bill was fair; labor only.
It was definitely an up and down experience, mostly down. As for McLean's RV Supercenter I can't say the customer service was satisfactory; in fact I couldn't in good faith recommend this place to anyone. Their emphasis is on making $$ which means moving new units, not necessarily service, especially when you didn't buy your unit there. I don't think they remember that most RV repairs or mishaps happen on the road, NOT AT HOME, where inconvenience is more easily dealt with. With 17 total bays here you'd think they set aside 1-2 for priority service for those on the road. Maybe my visit changed that, but I doubt it. I do have to commend Mr. McLean for at least meeting with me so I could discuss my situation. I thought I was being so very 'ahead of the game' putting all this in motion 2 months before arrival in OKC, but I am a victim of my own planning. So much catchup from COVID with parts and shipping.
This should not be viewed as a black mark on Oklahoma City. Lots of good folks live here supporting a variety of great businesses. I encourage a visit. But, if you're an RVer in need of service, then well.....you get the idea. This winter was overall a very good experience for us at the new place in Texas. This final chapter was just another stumbling block; life is full of them. You're gonna skin your knees. McLean's has 5 stores in Denton, Ft. Worth, Rockwall, and Sanger, TX as well as Oklahoma City. Something to keep in mind. Yup, that's ZERO STARS.
"No relationship is all sunshine, but two can share one umbrella and weather the storm together"
Dave Willis
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