RED BAY, Ala. — Yesterday, RV Daily Report published a story about how Tiffin Motorhomes had changed its factory service policy to limit the scope of work to repairs that could be completed in less than three hours, and eliminated factory service for RVs older than four years from the original purchase.
The original story can be found here.
Today, Tiffin sent a statement further clarifying the policy.
“Thanks for your inquiry regarding the recent service announcement from the Tiffin Motor Homes warranty center,” wrote Ben Patton, with the Tiffin service department. “Indeed, in an effort to focus on warranty service for coaches recently purchased, we have instated a program that enables coaches up to four years old, or in need of items covered under our 1/5/10-year limited warranty program, the ability to utilize our factory warranty center.
“Coaches older than four years or requiring service outside of the 1/5/10, will be welcomed in our express bays for items that can be attended to within a 3-hour window,” he added. “If a coach outside of the above criteria is referred to us by a dealer that cannot resolve an issue of major consequence such as slide rooms or structural issues, we will make every effort to assist in or facilitate a repair.
“Tiffin Motor Homes has ongoing training programs for our dealers and independent service centers, along with an ongoing effort to expand our network of independent service providers,” said Patton. “By doing this. we hope to build on our already robust network of experienced dealers and service centers. With more than 75,000 motorhomes on the road, we are making every effort to develop a sustainable approach to supporting our customers.
“The reality is that offering normal day-to-day service for older coaches here at Red Bay is not a practice that can be supported long term as our population of Tiffin Motorhomes in use increases,” said Patton. “Our coaches last longer than ever, and at the current low rate of attrition, we could easily have 90,000 to 100,000 units in use by 2025.”
That does not sit well with Tiffin customer John Pereira, who first alerted RV Daily Report to the policy change.
“Up until now, no matter how old the coach was, customers always had the option of bringing a coach to Red Bay for repairs. If it was a minor fix, customers would be sent to an ‘express bay’ where they could have the coach repaired for up to three hours,” he explained. “If the coach required more extensive repairs, it would be scheduled for a full-service bay.
“Now, with the new policy, because our coach is over four years old, we can attempt to get into an express bay, but we will not have access for more extensive repairs in a full-service bay,” he added. “With a lack of trained and reliable technicians at RV dealerships, this can have a real impact on owners of coaches over four years old.”