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DixieRVSuperStoresServiceOperationsGuide Page1
Hammond,LA.ServiceOperationsGuide
10241DestinationDriveBusinessHours
Monday-Saturday 8:00AMto5:00pm
Sunday ClosedWhyDoINeedService?
RVsarehousesonwheels.InfactanRVisahouse,acar,andmanyappliances-allworkingtogether.AnRVhasallthesystemsofahomeplusthesystemsofacar.Inthecaseofamotorhomeallthesystemsofanautomobilemakeuponlyaquarter(atmost)ofthevehiclessystems.Withcomplexitycomechallenges.Wewillbeherewhenconcernsarise.Keepinmindthereisa30-40day“break-in”orastheysayintheRVIndustrya“shakedown”periodwhereminorconcernsmaycropup.Werecommendyoukeeparunninglistofconcernsthatcropup.ThislististopreventyoufrombringingyourRVbackandforthtotheservicedepartment.Ifamajorissuearises,immediatelycontactusandspeaktoaserviceliaisontoscheduleanappointmentforservice.Atthatpointwecanaddressyourrunninglistofconcernsaswell.Additionally,maintenanceisrequiredandthingswillgowrongfromtimetotime.J.D.Power&Associatesnotesinitsannualqualitystudiesofautos,thattheveryBESTofthebestcarcompanies’productsrequireanaverageof3fullservicedaysperyear.RVsaremuchmorecomplexanddemanding.Mostwillrequireatleastthesame,andinmostcasesmoreservicetimeeachyear.
RegularMaintenanceWesuggestyouhaveyourRVservicedaccordingtothemanufacturer’ssuggestedschedulefoundintheMaintenanceGuideorOwner’sInformationGuidematerials.Planonnolessthanaboutevery6-months.SealantMaintenanceandAdjustmentsaretheowner’sresponsibility.Wesuggestcompletingadetailedsealantinspectionevery6-monthsandrepairorreplacesealantsasneeded.OtherregularRVitemsincludewinterizing&de-winterizing,brakes&wheel-bearingservice,andLPgassystemchecks.AnothermajorsourceofRVconcernsislow12-voltpower.Makeregularbatterymaintenancepartofyourserviceroutine.Keepthemcleanandmaintainedaccordingtoinstructionsinyourowner’sinformationguidematerials.Batterymaintenanceforunitsstoredwithconstantshorepowerorusedasa"Fulltime"residencearesituationsthatrequireashortertimebetweenserviceintervals.Thebatteriesshouldhavemaintenanceonaverageofevery30days.Onlydistilledwatershouldbeusetoreplenishfluidlevels.Donotreplace"maintenance"batterieswith"maintenancefree"batteries. SeeyourRVsowners’informationformoredetailedinstructions.
DixieRVSuperStoresServiceOperationsGuide Page2
PriorityofCustomerService
DixieRVCustomersarealwaysourfirstpriority,followedbyotherservicecustomersthatpurchasedtheirRVelsewhere.ServiceonRVspurchasedelsewhereisalwaysonan“asavailable”schedulingbasis.Followingisourtriageforservice:
1. EmergencyserviceforDixiecustomerin-transit*,oronvacation;orapotentiallydangerousconcerns.2. Emergencyserviceforsomeonein-transit*,oronvacation;orapotentiallydangerousconcerns3. DixieRVcustomersinwarranty4. DixieRVcustomersoutofwarranty5. PreviousservicecustomerswithRVspurchasedelsewhere6. Majorbodywork7. Warrantyservicecustomerswhopurchasedelsewhere8. NewservicecustomerswithRVsPurchasedelsewhere
*In-TransitCustomer–acustomermorethan100milesfromhometravelingintheirRV.In-transitcustomersareeligiblefor
emergencyserviceonanyconcernseffectingthesafeoperationoftheRVasanRV.Iflessthan100milesfromhome,customersareexpectedtohavetheirsellingdealerservicetheconcernsunlessitmakestravelingtotheirsellingdealer
unsafe.**DixieRVisapriorityRVnetwork**
We’reHereToHelp
Nomatterhowfrustratingordisappointingyourconcernorsituationmaybe–Wehaveonlyonegoal–toaddressthatconcernorsituationasquicklyandcompetentlyaspossibleandgetyoubackouthavingfun.Weareheretohelp.Wewilldoourbesttocorrectanyandallconcernstothebestofourability.Wewilladvocateonyourbehalfwiththemanufacturerwhenneeded.Wewantyoutobehavingfun,notdealingwithconcerns.Theprocessgoesmuchsmootherandgetsbetterresultswhenallpartiesshowrespectandunderstanding.Concernsariseandwhentheydo-we’reheretohelp.
DixieRVSuperStoresServiceOperationsGuide Page3
WhencallingforanappointmentinHammond,Louisianapleasecontact
225-567-4424or844-642-4944
WeunderstandthatyoumayhavedevelopedarelationshipwithvariousteammembersheratDixie.However,whenyourequireservicedoneonyourRVweaskthatyoucallandaskfortheservicedepartment.Youwillbetransferredimmediatelytotheservicedesk.Ifforsomereasonaserviceliaisoncannotansweryourcall,ourservicereceptionistwilltakeamessageandyourcallwillbereturnedasquicklyaspossible.MakeadetailedlistofALLtheconcernsyouwantaddressedsothatwecanscheduletheappropriateamountoftime.Wemaybeunabletofitinitemsweareunawareofsotrytoplanaheadandgiveusacompletepictureofwhatneedstobedone.
CommunicatingYourConcernsDocumenteveryconcerntobeaddressedtothebestofyourability.Includeanyinformationaboutwhen,where,andhowtheareasofconcernoccursothatwecanbetterunderstandandcommunicatethecircumstancesoftheconcerntothetechnician.Thiswillhelpcutdownondiagnostictimeandincompleterepairswhichoftenleadtorepeatvisitsandfrustration.Themoreyoucantellusabouttheconcernthebetterablewearetoaddressitthefirsttime.Thiswillalsobeagoodtimetoupdateyourcontactinformationandpreferenceofcommunicationwiththeserviceliaisons.
ScheduleEarlyToAvoidDisappointmentWehavemanybaysinourshoptohandleyourcoach.However,RVsareusedseasonallysopleaserememberthatourbusytimeintheServiceDepartmentstartsinMarchandendsinOctober.Duringthesemonthspleaseallow4to6weeksforroutineappointments.Alittleforethoughtandpreventativemaintenancewillavoiddisappointmentwhileonyourtrip.
DroppingOffYourRVSchedulinganappointmenttodropoffyourRVaswellasschedulingyourrepairtimewillallowforasmoothercheckinprocess.WehonorthecustomerwhohastheappointmenttodropofftheirRVfirst,thenthewalk-incustomer(ifapplicable).Duringthecheck-inprocess,wewillwalk-throughyourRVwithyoutoreceiveabetterunderstandingoftheconcernsyoumayhave.Unitsarenottobesimplyleftintheparkinglot.Noworkwillbestarteduntilawalk-throughandtheproperpaperworkhasbeencompleted.Thisprocessusuallytakesbetween30to45minutes.Wediscourageearlydrop-off’s.PleasedonotexpectthingstobedonesimplybecauseyourRVishere.
CommunicationThroughTheServiceProcessWerealizehowimportantitisforyoutoknowtherepairstatusofyourcoachwhileitishereatDixieRV.Wehaveaprocesstoaccomplishthisforyou.Ourfirstcommitmenttoyouistoestablishwhenwecanrealisticallyhaveyourcoachbacktoyou.Second,wewillcontactyouataminimumofevery3businessdaysorwhenthestatusofyourcoach’svisitchanges.Statuschangesmaybeassimpleaslettingyouknowthatpartsarerequiredorreceived,extendingorshorteningyourcoach’svisitorourestimateofchargeshaschangedduetounforeseencircumstances.
DixieRVSuperStoresServiceOperationsGuide Page4
PartsProcurement
WedoeverythingpossibletoprocurerequiredpartsinordertoexpeditetherepairstoyourRV.However,partsaresubjecttoavailabilitybythemanufacturer.Inanidealsituation,theaveragetimeforpartstobereceivedis7to14days,andvariesbymanufacturer.Shouldthemanufacturernotstocktheparticularpart,itwillbeorderedfromtheappropriatevendorbythemanufacturer,whichcancausefurtherdelay.Additionally,therearesomeinstanceswhenanorderedpartarriveshereatthedealershipincorrectordamagedduringtheshippingprocessrequiringthatparttobereordered.Softgoods,typicallyfurniture,curtains,andcabinetryarenotstockedbymanufacturer’spartsdepartmentsandrequireadditionaltimetobereceived.Wewillmakeeveryefforttoexpediteallrepairsandencourageyoutopickupyourcoachandcontinuetoenjoyitwhilewaitingfornon-essentialitemstobereceived.Mostmanufacturerstypicallycoverregularshippingoftheirorderedparts.Ifbyrequestofthecustomer,thepartisshipped‘nextday’orsomeotherformof“expedited”shipping,thatadditionalfreightcostisincurredbythecustomer.
PickingUpYourRVSchedulinganappointmenttopickupyourRVwillallowsmootherdeliveryprocess.Bypriority,weassistthecustomerwhohasthe‘pickup’appointmentfirst,thenthewalkincustomer.Wewillreviewthebillandtherepairswithyouduringthe‘walkthrough’ofyourRV.Thisprocessusuallytakesapproximately30minutes.Pleaseallowtimeforustobriefyouontheserviceweperformedforyou.
ChassisWorkImportant:DixieRVspecializesincoachrelatedwork.Weperformonlyminormotorizedchassisservices.Chassisservicecentersareavailablethatspecializeinchassiswork.DixieRVisnotauthorizedtotransportyourRVtothesechassisservicecenters.Wewillgladlyprovideyouwithphonenumberordrivingdirectionstofacilitateyourtraveltotheseservicecenters.Wehavenorelationshipwhatsoeverwithanyofthem,financialorotherwise.
DixieRVSuperStoresServiceOperationsGuide Page5
ChassisRegistrationInformationPleaseusetheinformationbelowtoassistyouinregisteringyourmotorhomechassiswiththemanufacturer.Thiswillallowyoutoreceiveup-to-dateinformationfromthemanufacturerandalsonotifyyouofanyrecallsassociatedwithyourchassis.Registeringthechassisisthecustomer’sresponsibilitybutwearehappytohelpifyourequireanyassistancealongtheway!ChevyChassisRegistrationonline
Customerservicephonenumberis800-222-1020Chevychassiscustomerscanregistertheirchassisonlinewww.chevrolet.com/performance/registration.html
FordChassisRegistrationOnlineCustomerservicephonenumberis800-392-3673Fordchassiscustomerscanregistertheirchassisonlinehttps://secure.ford.ie/FordService/MyFord/MyFordSignIn
FreightlinerChassisRegistrationOnlineCustomerservicephonenumberis800-385-4357Freightlinerchassiscustomerscanregisteronlineatwww.accessfreightliner.com-youwillneedtheVINandtheaddresstheyarelikelytohaveonfileforyou.
MercedesChassisRegistrationbyPhoneCustomerservicephonenumberis800-367-6372toregistertheirchassisandcreateanaccount
PowerglideChassisRegistration Customerservicephonenumberis256-356-0261
Powerglidechassiscustomersdonothavetoworryaboutregisteringtheirchassis.TiffinmotorhomesmanufacturersthePowerglidechassisandwillberegisteredatthesametimethecoachisregistered.
RamChassisRegistrationbyPhoneCustomerservicephonenumberis800-992-1997toregistertheirchassisandcreateanaccount
SpartanChassisRegistrationOnline Customerservicephonenumberis800-543-4277
Spartanchassiscustomerscanregistertheirchassisonlinehttp://www.spartanchassis.com/cps/warranty/online_registration.aspx
GeneratorWarrantyService-WearenotanauthorizedONANservicecenter.
Forthistypeofservice,pleasecontactCumminsONANat1-800-888-6626andfollowthepromptstobeautomaticallyconnectedtothenearestCumminsandCumminsONANsales/servicecenter.
WearenotanauthorizedAqua-hotwarrantycenter
ForallAqua-hotinquiries,pleasecontacttheAqua-HotTechnicalservicedepartment.Phone:1-800-685-4298Email:servicedept@aquahot.comHours:7:00a.m.to4:00p.m.mountaintime
DixieRVSuperStoresServiceOperationsGuide Page6
PaymentOptions
Weaccept:Cash,Check(verifiedbyissuingbank),MasterCard,Visa,Discover,andAmericanExpress.Allservicechargesaredueinfullattimeofdelivery.Vehicleswillnotbereleasedwithoutpayment.
Thereisa$25servicechargeforreturnedchecks.Despiteourlargefacilities,ourstoragespaceforRV'sislimited.PleasecontactusifyoucannotpickupyourRVwithin10daysaftercompletionofrepairs.AnyRVleftonthepremisesformorethan10daysafterrepairsarecompletewillbechargedastoragefeeof$20.00perday,unlesspriorarrangementsweremade.
FlatRateBillingFlatratebillingallowsDixieRVtobillrepairsonaconsistentbasis.WeuseestablishedRVflatrateguidestofigurethetimeitshouldtaketoperformtypicalrepairs.Youarealwaysbilledforthetimeacompetenttechnicianshouldtaketodothejobnomatterhowmuchtimeitactuallytakes.
WhatYouShouldExpectInOurBillingWequotethejobusingflatratebilling.Youwillknowwhatyourrepairinvoicewillbebeforeyouleavethedealership.Weuseflatdiagnosticfeesonallappliancerepairs,andsomemajorcomponents.Oftentimesitisdifficulttoestimatearepairjobduetothecomplexityofthework.Youmaywanttoputadollarlimitontherepair.Wewillcontinueonthejobunlessweseewewillbeexceedingthelimityouset.Atthistimewewillcontactyouforfurtherinstructions.
DixieRVSuperStoresServiceOperationsGuide Page7
ServiceWorkGuarantee
Allourserviceworkisguaranteedfor90daysfromdateofrepaircompletion.
WhileYourRVIsInOurCareWedoourbesttoprotectyourRVandthecontentswhileinourcare.WestronglysuggestyouremoveanyvaluablesfromyourRVPriortoyourservicevisit.Wealsoaskthatyouremoveallperishablefooditems.DixieRV’sinsurancecompanyprovidescoverageifDixieislegallyresponsibleforphysicaldamagetoyourRV,orifthedamageiscausedbyoneofthenameperilsinDixie’spolicy,i.e.fire,lightning,explosion,theftorvandalism.Otherwise,whileyourRVisinourcare,anypersonalcomprehensiveinsurancethatyoucarryonyourRVwouldbepotentiallyapplicableforothertypesofdamage,e.g.hail,windstorm,water,etc.Finally,weaskthatyouinspectyourRVbeforeyouleavethefacilityandnotifyusofanyconcernsorissuesbeforeleaving.Onceyou’vepickedupyourRV,Dixiewillnotberesponsibleforanyunidentifiedclaims.
WarrantyWarrantycoverageismeasuredbythemileageandtheamountoftimesincedateofpurchase.Itisyourresponsibilitytoreportwarrantableitemswithinthewarrantyperiodasquicklyaspossible,andtomakeeveryefforttogetcovereditemscorrectedinatimelymanner.Warrantycoveragemaybecontingentonregularmaintenance.Justasproofofoilchangesonyourenginearerequiredforwarrantycoverageifyourenginefails,youmaybeaskedtoshowproofofperformanceforcertainwarrantycoverages.Wehatesayingno.Helpussayyestowarrantycoverage.Performtherequiredmaintenanceandhaveproofofperformance. Pleasefamiliarizeyourselfwiththeitemsyourextendedwarrantywillcoverforrepair.ItemsthatareNOTtypicallycoveredbyanyextendedwarrantyarefreight,fuses,silicone,shopandcleaningsuppliestorepairyourunit.Pleasealsobeawarethatthereisonedeductibleperclaimonyourextendedwarranty.
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InsuranceRepairs&EstimatesWechargeanestimatefee,whichiscreditedbacktoyouwhenwedotherepairjob.Paymentforallinsurancejobsisyourresponsibility.Paymentinfullisexpecteduponcompletionandallrepairpartsrequirea100%depositpaidup-frontbeforeweorder.
ServiceOnTheRoadDixieRVdoesNOTprovidemobileRVrepairservices.WecanoftenhelpyouwithlocatingservicecentersforyourRVontheroad.Wewilldoourbesttohelpyougetservicewhileyouareawayfromhome.Youmayalsocontactyourmanufacturertogetservicewhileontheroad.
YourSatisfactionIsOurGoalWewanttoknowifwehavefailedtomeetyourexpectationsinanyway.Pleasedropusanote,giveusacallorsendusanemail(customerservice@dixierv.com)toletusknowwhatwentwrongandwhatweneedtodotoresolveittoyoursatisfaction.We’renotperfect.Wemakemistakes.Pleaseletusknowwhenwefallshortofmeetingyourexpectations.Thisinformationisvitaltoourgrowthandimprovingourcustomers’serviceexperience.Ourcustomerservicesurveycompanymaycalloremailyoutoasksomequestionsaboutyourrecent
experiencehereatDixieRV.Weaskforyourcandidandhonestcomments.Thesesurveysaredesignedtohelpusserveyou,ourvaluedcustomer,better.
DixieRVSuperStoresServiceOperationsGuide Page9
CONGRATULATIONSonyourRVpurchase!
WelcometotheDixieRVFamily!“Helpingyouretire,oneweekendatatime!”
Greg Lala, Chief Executive Officer Stephen Guidry, President
DixieRVSuperStoresServiceOperationsGuide Page10
RVNOTES
DixieRVSuperStoresServiceOperationsGuide Page11
DixieRVServiceOperationsGuide
SignaturePage
DEAL#___________________________
CUSTOMER#______________________
____________________________ _____________________________ Print Customer Name Date ____________________________ Customer Signature ____________________________ _____________________________ Print Customer Name Date ____________________________ Customer Signature
With my(our) signature(s) above, I(we) acknowledge having received a copy of the Dixie RV Service Operations Guide
____________________________ _____________________________ Print Finance Manager Name Date ____________________________ Finance Manager Signature Revised 6-08-2018
Calera, ALLocated off I-65 | Exit 234
1150 George Roy Pkwy.
EXIT 234
EXIT 109
Breaux Bridge, LALocated off I-10 | Exit 109
657 Enterprise Pkwy.
EXIT 70
DeFuniak Springs, FLLocated off I-10 | Exit 70
328 Green Acres Rd.
Hammond, LALocated off I-12 | Exit 35
10241 Destination Dr.
EXIT 35
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