%JY7J F4U VPF3QSTFS 4 4FSWJDF 0QFSBUJPOT (VJEF · %JY7J F4U VPF3QSTFS 4. Dixie RV SuperStores Service Operations Guide Page 1 Hammond, LA. Service Operations Guide 10241 Destination

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.


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.


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.


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.


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:[email protected]:7:00a.m.to4:00p.m.mountaintime


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.


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.


InsuranceRepairs&EstimatesWechargeanestimatefee,whichiscreditedbacktoyouwhenwedotherepairjob.Paymentforallinsurancejobsisyourresponsibility.Paymentinfullisexpecteduponcompletionandallrepairpartsrequirea100%depositpaidup-frontbeforeweorder.

ServiceOnTheRoadDixieRVdoesNOTprovidemobileRVrepairservices.WecanoftenhelpyouwithlocatingservicecentersforyourRVontheroad.Wewilldoourbesttohelpyougetservicewhileyouareawayfromhome.Youmayalsocontactyourmanufacturertogetservicewhileontheroad.

YourSatisfactionIsOurGoalWewanttoknowifwehavefailedtomeetyourexpectationsinanyway.Pleasedropusanote,giveusacallorsendusanemail([email protected])toletusknowwhatwentwrongandwhatweneedtodotoresolveittoyoursatisfaction.We’renotperfect.Wemakemistakes.Pleaseletusknowwhenwefallshortofmeetingyourexpectations.Thisinformationisvitaltoourgrowthandimprovingourcustomers’serviceexperience.Ourcustomerservicesurveycompanymaycalloremailyoutoasksomequestionsaboutyourrecent

experiencehereatDixieRV.Weaskforyourcandidandhonestcomments.Thesesurveysaredesignedtohelpusserveyou,ourvaluedcustomer,better.


CONGRATULATIONSonyourRVpurchase!

WelcometotheDixieRVFamily!“Helpingyouretire,oneweekendatatime!”

Greg Lala, Chief Executive Officer Stephen Guidry, President


RVNOTES


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

Documents

%JY7J F4U VPF3QSTFS 4 4FSWJDF 0QFSBUJPOT (VJEF · %JY7J F4U VPF3QSTFS 4. Dixie RV SuperStores Service Operations Guide Page 1 Hammond, LA. Service Operations Guide 10241 Destination