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Old 10-03-2015, 10:52 PM   #1
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Who is at Forest City Factory in early October?

We arrived Friday afternoon, no appointment, but two Winnebago Tech Advisors on the 800 number politely advised us to come as soon as possible given our issues. We have 14, some significant, but without an appointment that means being in the on call line twice since there is a max of 7 items. Anyway, when we showed up, the front counter staff curtly said come back Monday. Where can I get overnight accommodations I asked, and three times they stated "the city park". I said, well the advisors each stated we could stay on site, but rather than be helpful or even kind, they rudely demanded to know the advisors names. Seeing a lynch posse saddling up I declined to divulge names. Their rudeness knew no bounds, which wasn't appreciated after driving 1,500 miles from Washington State. So, we went to 3 Fingers Campground just west of town, nice place actually. I dread Monday, not sure how willing they will be to fix issues. Diesel heater is out, bed platform track (Lippert) failed, air bed pump failed, side cameras failed, intermittent exhaust brake, rough running slides, and eight other issues...

Heck, even the coach is so embarrassed to be a Winnebago product after 30+ problems, it's front "Itasca" logo fell off in camp two months ago.


Chris & Deb - North Venice, FL - 2014 Itasca Ellipse 42QD - Toad: 2014 Jeep Rubicon
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Old 10-04-2015, 08:14 AM   #2
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I was at the factory in August, I think Chris was at the wrong factory. I was very pleased with service found them to be very organized polite and helpful. I had no apt just drove in of course I had only a few issues I was there for paint work down the street I figured while I was waiting for the paint shop I had few days to spare I'd go to the factory. I waited one day was told to show up at 7am the next day. By 3 pm that day I was finished. If I had 14 items absolutely I would have made an appointment before arriving and if your driving 1400 miles always check out out nearby campgrounds ahead of time and make sure they are not filled before you arrive.
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Old 10-04-2015, 11:09 AM   #3
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We've been there many times and never treated like that. You can stay at the Visitor Center across the street. There is a sign at the entrance explaining who can stay and for how long. Anyone can stay I think 3 days, WIT members can stay longer. Just go into the Visitor Center when it next opens and they will give you a permit. Until then just park where you want with 50 amp electrical service.

I think they were referring you to Pammel Park along the river. They probably thought you wanted water as well as electricity.
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Old 10-04-2015, 12:30 PM   #4
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I was at the factory in August, I think Chris was at the wrong factory. I was very pleased with service found them to be very organized polite and helpful. I had no apt just drove in of course I had only a few issues I was there for paint work down the street I figured while I was waiting for the paint shop I had few days to spare I'd go to the factory. I waited one day was told to show up at 7am the next day. By 3 pm that day I was finished. If I had 14 items absolutely I would have made an appointment before arriving and if your driving 1400 miles always check out out nearby campgrounds ahead of time and make sure they are not filled before you arrive.

Glad your experience was as it should be. In our case, it was unexpected, and we were at the correct Service Center location. We called for an appointment two months ago when we had eleven issues, of which at that time the earliest appointments would be late October. The other 11 issues are important, but not time critical. When three major issues arose four weeks ago two separate tech advisors recommended coming as soon as possible and we could be accommodated as 'unscheduled', and we should be patient and expect work to take a week or more. I can accept that, and we changed our return trip plans to our Florida home to include a stop at the factory. The advisors both stated there were accommodation for an overnight site with electric. Speaking of accommodations, we travel cross country five months each summer, about 7,000 miles. I always identify and confirm availability for every overnight, and one or two alternates, thus we are at 3 Fingers Campground.

The point is, two advisors had politely indicated we could stay on-site with electric, yet customer service when told of this insisted in an accusatory manner three times 'we want were their names' and 'they were incorrect'. We are hopeful that like the technical advisors we have spoke with over the last two years, that the on-site advisor and assigned mechanics will be professional and skilled. But, the two staff members we met at the service center essentially provided little comfort or efficient customer-focused assistance, they expressed no interest in providing an on-site accommodation as though none existed, handed me a service request form and said come back Monday. It was only through persistence that they told me about the Visitor Center parking lot across the street, and just yesterday we read about the Rally site across the main entry road. They did not ask if we are WIT members, of which we are.

I understand each of your points above, and understand customer service, but again what was experienced at the customer service center counter was less than satisfactory. After 38 years in military and commercial aviation maintenance, to include quality control/assurance, my experience with Winnebago, our previously owned Tour 42QD, and the current Ellipse 42QD, of which has had 30+ issues, is evidence of a lack of quality control, poor engineering decisions, and poor workmanship. Essentially we have a lemon, not fun. None the less, when you arrive at the counter after a long drive, and you politely ask for assistance, you hope to be treated with understanding and respect.

Let us hope Monday is a better experience. Happy travels!


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Old 10-04-2015, 01:02 PM   #5
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Quote:
Originally Posted by ChrisKW View Post
Glad your experience was as it should be. In our case, it was unexpected, and we were at the correct Service Center location. We called for an appointment two months ago when we had eleven issues, of which at that time the earliest appointments would be late October. The other 11 issues are important, but not time critical. When three major issues arose four weeks ago two separate tech advisors recommended coming as soon as possible and we could be accommodated as 'unscheduled', and we should be patient and expect work to take a week or more. I can accept that, and we changed our return trip plans to our Florida home to include a stop at the factory. The advisors both stated there were accommodation for an overnight site with electric. Speaking of accommodations, we travel cross country five months each summer, about 7,000 miles. I always identify and confirm availability for every overnight, and one or two alternates, thus we are at 3 Fingers Campground.

The point is, two advisors had politely indicated we could stay on-site with electric, yet customer service when told of this insisted in an accusatory manner three times 'we want were their names' and 'they were incorrect'. We are hopeful that like the technical advisors we have spoke with over the last two years, that the on-site advisor and assigned mechanics will be professional and skilled. But, the two staff members we met at the service center essentially provided little comfort or efficient customer-focused assistance, they expressed no interest in providing an on-site accommodation as though none existed, handed me a service request form and said come back Monday. It was only through persistence that they told me about the Visitor Center parking lot across the street, and just yesterday we read about the Rally site across the main entry road. They did not ask if we are WIT members, of which we are.

I understand each of your points above, and understand customer service, but again what was experienced at the customer service center counter was less than satisfactory. After 38 years in military and commercial aviation maintenance, to include quality control/assurance, my experience with Winnebago, our previously owned Tour 42QD, and the current Ellipse 42QD, of which has had 30+ issues, is evidence of a lack of quality control, poor engineering decisions, and poor workmanship. Essentially we have a lemon, not fun. None the less, when you arrive at the counter after a long drive, and you politely ask for assistance, you hope to be treated with understanding and respect.

Let us hope Monday is a better experience. Happy travels!


Chris & Deb - North Venice, FL - 2014 Itasca Ellipse 42QD - Toad: 2014 Jeep Rubicon
I would relay my experience to the manager of the service center. The situation will be resolved very quickly. I should add that my experience there was outstanding. Red carpet treatment.
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Old 10-04-2015, 03:34 PM   #6
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I have witnessed people with the attitude of "drop everything and fix my rig". On one visit a group of us heard a gal tell the woman at the desk "if my problem is not fixed this time,I'll kill somebody". Much to our relief the employees escorted her off the premises.(Her poor husband was red with embarrassment and could'nt apologize enough for his wife's poor attitude. I hope you went there with a positive attitude because I have never witnessed any of the employee conduct you have described or have I read about it in any of the forums
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Old 10-05-2015, 09:19 AM   #7
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I have witnessed people with the attitude of "drop everything and fix my rig". On one visit a group of us heard a gal tell the woman at the desk "if my problem is not fixed this time,I'll kill somebody". Much to our relief the employees escorted her off the premises.(Her poor husband was red with embarrassment and could'nt apologize enough for his wife's poor attitude. I hope you went there with a positive attitude because I have never witnessed any of the employee conduct you have described or have I read about it in any of the forums

Wow, that is over the top Banjo, glad we missed that. As for our return to the service center this Monday morning, different folks, and they were awesome. Waiting for our tickets to be scheduled, and as a non-appointment arrival we have plenty of patience, and when retired, plenty of time thank goodness. This morning four 42QDs out front, plus mine is five, wow.


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Old 10-06-2015, 11:31 AM   #8
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I too have experienced the rudeness of the front line personnel at Winnebago. Earlier this year, May, I called to schedule an appointment to have my living room slide looked at in August and was rudely told no way. I was told I had to call a minimum of 6 months in advance for an appointment. When I inquired about just showing up and waiting it was rudely suggested that I would not be serviced.
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Old 10-06-2015, 04:03 PM   #9
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Today I spoke with a young lady named Rebecca, who is simply a wonderful person. She apologized for the unfriendly service when I showed up last Friday. She provided me with a summary sheet that explains their process at the service center, of which she again apologized for that not having been provided earlier, and a pass to camp on site which also had not been provided earlier. It is now my opinion that they only want scheduled appointments, and non-scheduled customers are accepted, but not necessarily welcome.

Further, I learned today that they are a cash (credit card) shop only. They DO NOT accept or process extended warranties! I for one am finished with Winnebago once I leave the factory. Bought two large coaches of their's, but time to look for a new manufacturer that honestly understands and is committed to customer service. For this company, their customer service motto it is simply a sign on the wall and wasted ink in a brochure.


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Old 10-06-2015, 06:13 PM   #10
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Yep, Winnebago has gone further downhill. Two members of our local WIT club have switched brands. One bought Tiffin, one bought Dutch Star. I'm considering those myself.
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