"Extremely Complex RV Repair"
"I wanted to send you an email to commend Erick on his fine customer service. I emailed him several weeks ago asking about warranty service. Within a day he responded and answered all my questions. I had a complex situation and was trying to work between my selling dealer repairs and repairs to the chassis that the dealer doesn't do. I called to schedule an appointment and he got me in within a week which shocked me, frankly. I dropped the coach off and completed the paperwork with Erick, he was friendly and explained the process. My coach is an older coach but it is new to me! Having only dealt with the selling dealer that was my only experience with the process of Motorhome repair. I dropped it off on a Friday and the following Thursday I contacted Erick and he told me the coach had been diagnosed and the warranty company notified. Of course not all parts are readily available, but Erick gave me a timeframe for the repairs to be completed. Of course a part was delayed, Erick kept me informed, I actually felt sorry for him because he was also getting conflicting information, but he assured me he would work with his parts manager to get the part as soon as possible. Knowing that I wanted to get the rig to the selling dealer as soon as I could he notified me when the coach would be done, but he also kept me informed of shop policies for release of the coach, which I understood, but I discussed possible work around's if payment from the warranty company was delayed. Erick was prepared to see what we would have to do to ensure that I could pick up the coach when I needed to. Needless to say you and your team have set a new bar for service! I realize the Erick is the Face of Rick's RV for me and that he had to coordinate with the Repair Specialists, parts managers and the like, but you are in very good hands with Erick!
I appreciate the challenges of a Service Advisor, being the messenger is never easy and having to explain bad news or delays to a customer who has plans is never easy. I think Erick Excels here! He is an asset to your organization and brings credibility to your processes. It is easy to baffle a customer with BS, but Erick chooses the high road and uses facts and experience to temper expectations. At least that has been my perception and experience!
I look forward to returning to Rick's RV for my Motorhome needs!"
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