It's been just under three months since JohnnyDisco had work done at the Tiffin Mothership in Red Bay, Alabama. This post was delayed since I wanted to make sure everything that we had repaired was still working a few months later.
We dropped off our rig (a 2010 Allegro Open Road) on January 30th, 2012.
Pictured below is what I call 'Camp Tiffin' - a bare parking lot with full hook-ups for customers having warranty work done on their motorhome.
It's free to stay at Camp Tiffin if you've made an appointment, but if you just show up with your rig or you're having post-warranty work done, there is a nightly fee (between $10 and $20 bucks).
Here's why JohnnyDisco was in for service:
- large bubble forming on the roof over the fridge
- fridge would not defrost - interior light flickers
- generator needs to be looked at - from day one we couldn't put even half an electric load on it
- rear auto jacks take very long time to store (we need to auto store, auto level and then auto store AGAIN for the back jacks to store)
- drivers side electric window will open but needs to be pulled up manually to shut it
- rear furnace will not ignite (the furnaces were wired backwards when we first bought JohnnyDisco)
- siliconing: around slides, windows, bathroom sink
- front door: seal on window has been coming off since we bought the unit; seal around door is loose; have to slam to close properly; screen door was not hung straight; screen door paint by latch is peeling
- main awning is twisting
- rivets coming loose on corners of slide outs
- all the bin doors on the two front slides need to be looked at (some won't latch properly, some stick)
- passenger side windshield fluid hose is broken
- passenger side window separating (interior, bottom left)
- screws and seal not properly fixed under bunk slide
- paint peeling/rusting under slide bin doors (latch area)
- wall panels beside fridge loose (both sides)
- black water tank hands free (no fuss flush) is leaking into sewer bay
Keep in mind, we bought a brand new unit less than two years ago and 75% of these problems were discovered within the first few days/months of ownership. Quality control really dropped the ball the day our rig was born.
As requested, we had left JohnnyDisco at the Tiffin Mothership for two weeks, returning to pick him up on Sat, Feb 11th - but the Tiffin service area was closed for the weekend so we waited 'til Monday to sign off on the paperwork. (Lots of folks complain about the service department being closed on the weekend, but I don't think it's that big of a deal. Everyone needs a day off.)
About 7am on Monday someone came by to let us know they had a few more things to finish on our coach and it was quickly brought into a service bay.
We met some really nice folks that day, including Carl, who did all the miscellaneous repairs like straightening our screen door, installing the new bedroom window, etc.
My Fella looks like a giant in this pic but Carl was just standing on a lower step
this is Bryan setting up a roof test to make sure there are no leaks in our new roof
The majority of Tiffin employees were friendly and efficient. And everything on our list was taken care of and now functions the way it should have when we first purchased JohnnyDisco.
Kudos to Stephanie Umfress (who got the entire ball rolling), our crew leader Torino, the lovely Carl (who was determined to make sure we were completely satisfied), Bryan the roof guy (great sense of humour), Peggy (who kept us in the loop), the furnace folks, the Blind Lady, the generator team and everyone else who worked on JohnnyDisco.
And a huge thank you to the Big Cheese, Bob Tiffin, for repairing every single thing at no cost to us.
He didn't even charge us for installing a new bedroom window. And there was actually nothing wrong with our old bedroom window; we just wanted one that opened so we could get more air flow circulating thru the back of the coach. We fully expected to pay full price for the new window and the installation, but we weren't charged a dime.
In our minds, this was a Tiffin customer service success story.
Our brand new coach was kind of a lemon (roof bubble, furnaces wired backwards, faulty generator, etc.) but My Fella and I are both impressed with the Tiffin service gang in Red Bay. We hated having to drive all the way to Alabama for the roof repair (big waste of time and money) but the Tiffin Mothership treated us well and fixed everything for free.
And we would look at buying a Tiffin product again in the future; but we probably won't limit our choices to Tiffin.
For other Tiffin owners heading to Red Bay:
- dealing with the service manager is a complete waste of time; if you have legitimate concerns, go straight to Bob Tiffin - his direct phone line is (256) 356 0206
- if you have more than a few things that need to be repaired, make a list and have a copy on hand when you pull into the Tiffin parking lot
- there's a bit of old school mentality with some of the older male employees in the service department - in our case, I asked the generator repair guy a number of questions and he would answer them, but while looking and speaking only to My Fella ... after a few minutes of this annoying nonsense, I cut him off mid-sentence: "Excuse me - I AM THE OWNER OF THIS COACH and at the moment, I'm the one asking you the questions!" He looked like he'd just been slapped with a fish, but he did start speaking to me directly
- if you need a propane fill-up after you leave the Tiffin Mothership, stop at L & L Gas - great folks there
- and if you have to wait at Camp Tiffin any extended amount of time, BYOB - Red Bay is in a dry county