Sick of terrible customer service!!!!!

[youd47]

The 110V to 12 V convertor is out of my 2009 mirage snowmobile trailer. The part is still under warrenty!!!! But this is how good the warranty is.

I Call the Dealer.
Dealer Says call Mirage.
I Call Mirage. They don't care.
Mirage tells me to google the manufacturer of the convetor and call them.
Call Atwood.
Atwood tells me to call their dealer in Great Falls.
Call Atwood dealer in Great Falls.
Atwood Dealer in Great Falls tells me to call dealer in Billings.
Call Billings dealer.
Billings dealer calls Atwood and will warranty $200 part if I bring it to there shop 200 miles away from where I live.

 

[lost]

Sounds like the dealer wants you to do his job, almost like he doen't want to be bothered.

 

[94fordguy]

Might be a good time to get the Better Business Bureau involved.

Not sure if it matters, but did you buy the trailer from that dealer when it was new?

 

[Holomis International]

The 110V to 12 V convertor is out of my 2009 mirage snowmobile trailer. The part is still under warrenty!!!! But this is how good the warranty is.

I Call the Dealer.
Dealer Says call Mirage.
I Call Mirage. They don't care.
Mirage tells me to google the manufacturer of the convetor and call them.
Call Atwood.
Atwood tells me to call their dealer in Great Falls.
Call Atwood dealer in Great Falls.
Atwood Dealer in Great Falls tells me to call dealer in Billings.
Call Billings dealer.
Billings dealer calls Atwood and will warranty $200 part if I bring it to there shop 200 miles away from where I live.

You are certainly doing the dealers job, that is what the dealer is for to take care of your issues. This situation is even worse if you bought the trailer from this dealer. If you didn't buy it from this dealer then this isn't to uncommon due to the fact that the dealer makes no money on this warranty issue. The real problem here is the manufacture, there is no way in the world that you should have to call the manufacture of the converter. If they install this part from the factory with the trailer that now becomes the manufacture of the trailers "product". They are the ones that deal with there supplier on a regular basis and so they have a good business relationship with them and should be able to contact them directly and say we need a new converter please give us an RMA number and we will have the customer return the converter, but to have you call the MFG of the converter is not right. Typically with warranty issues the customer does have to cover the shipping costs, if they do not have a local dealer for that product right in there area, it's just how all the big MFG's work.

Being a manufacture ourselves and being that customer service and satisfaction is our main focus I would suggest approaching the situation this way.

I would call the dealer in Billings and tell them you are going to be sending the converter to them for warranty as previously discussed (have them give you either a RMA or a PO number or something so you have traceability)

Next ship it to them and tell them to ship it back, you will have to pay for shipping both ways, which will probably cost you $15 each way. It's better then paying $200 for a new one.

The final most important thing to do is contact Mirage and ask to get the presidents email or the GM go as high as you can on the email list. Then draft a professional email stating your issues that you have had and send it off, remain professional in the email. If this company cares about there customers you will get an email back and possibly some compensation. It's important that you get the proper email though because if it gets sent to the generic email it will be overlooked and nothing resolved.

I hope this helps.

Thanks

FLM Staff
www.holomis.com
info@holomis.com

 

[youd47]

Full Lotus Manf.

Thank you for the reply. I believe your dead on. I asked to just buy the part and have been waiting 3 days for a price.

The dealer I bought the trailer from no longer sells Mirage trailers. The real nice kicker is the same trailer had a axle fall off from while trailering last year. They warrantied the axle, it only took about 4 MONTHS


My biggest lesson learned. I'll buy my next trailer from a small business that appreciates the customer and is more concerned with quality and customer service. More Expensive up front Cheaper in the long run.