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Heartland RV launches initiatives to boost quality, service

ELKHART, Ind. — Heartland Recreational Vehicles LLC has announced the implementation of several targeted initiatives that bolster overall product quality and customer service operations at its Elkhart, Indiana, campus.

In a move designed to improve response time, the manufacturer’s customer service and parts center will be open on Saturdays to address the needs of its dealer body and end users.

“We recognize the need to be accessible to our customers,” said Heartland President Chris Hermon. “Our dealers and end users are both very busy on the weekend and with Heartland now being open on Saturday it helps us make that customer experience a faster and more enjoyable one. It’s in line with the 24/7 immediacy consumers are accustomed to through the Internet and websites like Amazon.”

In tandem with Saturday service, Heartland also instituted a “live chat” feature on its website for both sales and service.

“We were also the first manufacturer to answer and return phone calls without customers having to leave messages so we don’t waste their precious time,” Hermon offered. “Our state-of-the-art phone system is a great service and customers are telling us they love it.”

Jim Fenner, vice president of customer service, added, “We feel we have an obligation to stand out and be leaders in the areas of customer service, offering quick turnaround on parts and units so dealers can quickly PDI and sell. These initiatives are continuing to separate us from our competitors.”

Other moves include:

  • New PDI Facility Up and Running: Heartland constructed a dedicated $5 million PDI facility that is now open and in full operation. The facility is equipped to handle every Heartland travel trailer and fifth-wheel brand on the market. “This facility has attracted some top talent and with a great facility and great working conditions we expect to be the manufacturer of choice in Elkhart County,” said Fenner.
  • Vigorous Road Tests: Another first for a towable RV manufacturer, Heartland takes units on road tests on a minimum of 250 miles which are then brought back to Heartlands New PDI center where a Senior Management Team was formed to inspect and learn “what dealers see” when they receive a unit. “This information is then spread across all plants to ensure they check for any problems that were identified on the road test. We have put a mission strategy and mindset into our company that we must be better and will be better than our competitors when it comes to quality,” said Hermon, who also serves as president of Cruiser RV, DRV and Bison.
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About Ronnie Wendt

Ronnie Wendt is the editor in chief of RV Daily Report. She's been a writer/editor for more than 25 years, working in law enforcement, aviation, supply chain and now the RV industry. She's not a stranger to RVs, however. She grew up camping, and still camps as many weekends as she can every year.

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3 comments

  1. Heartland used to be at the top of my list as far as what company I’d buy from. I’m hearing to many stories about them not taking care of existing customers for me to even consider buying from them now. To many structure issues ignored by the company. These are empty words from Jim and Chris as far as I’m concerned.

  2. We have a 2009 Heartland Big Horn 3670 rl fifth wheel, frame is cracked not just a weld,Heartland says they will assist to repair the upper deck only at our expense they want us to have the trailer frame welded then brig it to Indiana where they will inspect it and Lippert as a good will repair it. Trailer has to be taken apart to get to the cracked frame. To coatly, it can’t be moved in its current shape. Totaled out