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Old 07-07-2017, 05:05 PM   #1
Jimfla
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Drv customer service

The new drv customer service is customer no service. I have a 2011 need bedroom slide window told me could not help me because it was 2011 .this is my 3rd drv and my last. In 2004 they were very helpful .I new when Thor took over this wood happen its to bad it was a good co. To deal with
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Old 07-07-2017, 10:39 PM   #2
wingnut60
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Well, at least they talked to you. I emailed them 3 weeks ago and have not heard anything back.
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Old 07-08-2017, 01:26 AM   #3
Chad Heiser
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This has not been my experience at all. Granted, my rig is a 2017 and still under warranty, but every time I have emailed DRV with an issue they have responded. The responses have always been timely, never more than 24 hours. They have provided parts at no cost to me and no questions asked and those parts have all arrived quickly. Most of them have been small items, like a broken LED light fixture (twice - for which they have sent me a new light and a spare each time). I corrected the problem causing the breakage myself after the second time with some examination of the issue. New floor tiles to replace a couple of scratched ones from the broken glass from the broken light fixtures and to fix scratches caused by the door side slide (I now use slide slickers for that slide). Again providing more than I asked for to repair the problem. Also a new door handle for my bathroom door that didn't quite work right. The most recent issue was a large item. One side of my king size sleep number bed developed a leak for who knows what reason. They sent me out a new mattress (to the tune of about $2000.00 cost to them) without the blink of an eye. I was told it would come direct from sleep number and they had no control over the speed of the delivery. DRV said it may take up to three weeks for delivery. I wasn't happy about the timeline and politely explained we were leaving on a trip Friday morning (before the 4th of July). I found the leak on Monday evening and reported it to DRV Tuesday. DRV made an effort to get it to me before I left, but couldn't get it done. It did, however, arrive Thursday July 6 at my residence. Considering the midweek holiday and the fact I was told to expect up to three weeks, I was pleasantly surprised to see it a week later with the holiday in between.

Every time I have had an issue, I email Greg Vaughn and Greg Weldon directly and I CC Slade Tennery of Rolling Retreats (my selling dealer). I really couldn't expect any more from DRV than what they have provided me so far. I am very pleased with their customer service and support.
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Old 07-08-2017, 06:44 AM   #4
Jimfla
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Service

Greg Vaughn is no longer in parts I was told he was in service one. I think that is one of the problems.
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Old 07-08-2017, 07:46 AM   #5
wingnut60
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Chad,
In previous years, I got good service and parts when needed--sometimes at no charge even tho my unit was long out of warranty and I was the 2nd owner.
However, when the 'Contact Us' option is used off their website and no response is received, what is one to think of their customer service?
Could you provide the direct email address of the 2 people you mentioned
Joe
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Old 07-08-2017, 08:14 AM   #6
porkchop
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We are now living in our 6th DRV. Our experience has always been like Chad's. Did not always get the answer I wanted, but always taken care of.

Bill
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Old 07-08-2017, 10:04 AM   #7
Cummins12V98
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Quote:
Originally Posted by Jimfla View Post
Greg Vaughn is no longer in parts I was told he was in service one. I think that is one of the problems.
That's a shame! He was always more than helpful!
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Old 07-08-2017, 12:03 PM   #8
porkchop
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i just talked to Greg on Friday. He is still in parts. At least as far as he knows.

Bill
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Old 07-09-2017, 03:26 AM   #9
Chad Heiser
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The email addresses I use are:

GregWeldon@DRVSuites.com
GregVaughn@DRVSuites.com

On edit: I just sent Greg Vaughn a thank you email and got an automatic response saying he was no longer in parts and emails for parts should be directed to:

dcrvparts@cruiserrv.com
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Old 07-09-2017, 08:19 AM   #10
wingnut60
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Chad,
Thanks for the addresses.
Sounds like Vaughn has now gone over to the Cruiser plant?
Joe
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Old 07-09-2017, 08:31 AM   #11
Cummins12V98
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Originally Posted by porkchop View Post
i just talked to Greg on Friday. He is still in parts. At least as far as he knows.

Bill
Too funny!
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Old 07-10-2017, 09:51 PM   #12
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Last year when I needed a window for my 2015 DRV Tradition Deb Collins in parts took care of me. Try debcollins@drvsuites.com
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Old 07-12-2017, 08:51 AM   #13
porkchop
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Well, I called and talked to Greg last night and he is no longer in parts. Parts for DRV and Cruiser are now combined and divided into territories. The person for the central area (have no idea where the boundaries are) is a young lady named Krista. The email for parts now is dcrvparts @cruiserrv.com

Bill
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Old 07-12-2017, 09:14 AM   #14
wingnut60
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Bill,
Did Vaughn say what his responsibility is now?
Joe
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Old 07-12-2017, 12:21 PM   #15
porkchop
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It was after quitting time when I got a hold of him and he was not very talkative and I didn't ask. He still has the same phone # he has always had, that's how I got to him. He transferred me so I did not get the new person's # but it seems email is usually better anyway.

Bill
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Old 07-15-2017, 12:14 PM   #16
golf_bears
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Always got quick responses from Greg V, Greg W and Deb Collins after contacting them by phone call or email. When I needed parts they went out of there way to get them to me quickly. When needing tech info, they always got back to me quickly with an answer.
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Old 07-17-2017, 08:03 AM   #17
Stevencoles
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Just got great service

Needed a window latch called, sent Krista a photo, she sent a quote the same day, called back, part was there in 48hours. Sounds like some reorg issues and would guess some of the staff not happy which likely is the cause of issues for those unhappy.
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Old 01-06-2018, 10:34 PM   #18
donald
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Just returned from factory for some repairs to my slide out floor and a few other minor repairs. Service was great, fast and economical. Guys did a good job.
Donald
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Old 01-07-2018, 06:20 AM   #19
wingnut60
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Thats good to hear.
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Old 01-13-2018, 11:02 AM   #20
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Donald, are the repairs charged at an hourly rate plus parts or does each job have a price?
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