A few weeks ago I read a thread on this forum about someone who had a bad service experience with Camping World. As I shared a very similar bad experience at CW back in 2010, I posted a reply to this persons thread comparing the similarity of my negative service experiences to his. I basically described in detail the horror stories I went through just to have a few warranty items taken care of.
Within a couple of days, I received a PM the CW District Service Manager Jeff Greeno asking me to provide greater details about my experiences that happened over two years ago. I sent him a lengthy email giving him all of the details. He immediately replied to my email, apologizing on behalf of CW in Churchville, NY.
Today, I received a phone call from Matt Burke, the CW Churchville NY service manager. He called to apologize for the negative experiences I had and we talked for about 10 minutes about my experiences. He explained to me what he has done to help prevent this kind of thing in the future.
While I still have a bad taste in my mouth over my experiences with CW, I do appreciate the efforts that Jeff Greeno and Matt Burke made to rectify this with me.
With this said, it is possible that CW is making an effort to improve their over customer relations program. I will say that if I have a need for service to my RV in the future, I will likely contact Matt and let him take care of my needs. I would not have said this one week ago.
2013 Keystone Sydney 340FBH 5'er
2012 Silverado 3500HD, SRW,LTZ,4x4, Z71, Crew, 6.0 Gasser, 4:10 Gears, Standard bed
"These days, I have problems in areas that I used to not have areas", so life is good.
You have direct access to the CEO of Camping World and a number of vice presidents that respond to issues concerning Camping World, Good Sams, etc....right here on the forum.
Just go to the "GO" box in the upper right hand corner of this page.
My posts shouldn't be taken for factual data. They are purely fictional, for entertainment purposes and should not be constituted as actually related to scientific, technical, engineering, legal, spiritual or practical advice. Amen.
My wife and I had a bad experiance with a CW in Texas and after contacing CEO Marcus Lemonis, he assured us the issue we had was not the service they want to provide and had the store manager contact us and they made everything right. Marcus Lemonis followed through with everything he said! He sure sounds like he wants every customer to have a great experiance!
Nick and Suzanne
The Pugs, Otis, & Buzz.
2009 Heartland Sundance
2005 Dodge 2500 QCSB 4X4, 5.9L CTD
Marcus is a new breed of CEO using out of the box methods to improve his brand. I have been very impressed with the tactics and methods as well as his personal involvement in issues folks have on this forum.
A chain is only as good as the leadership. It looks like Marcus is making great strides to have a nice waterfall effect from the top trickling down ...
No, a chain is only as good as its weakest link and even though Marcus and some of his upper echelon are trying, they have a whole bevy of middle management that tries to sabatouge their every move....I made a comment awhile back about the New Braunfuls store and how clutered it was and how the help just stood around and never offered to help or turned and walked away when approached. I was told that it was being remedied, so went back last week........Sorry, the managers remedy was to have the aisles even more cluttered and the help even more rude. That was the straw that broke the camels back. NEVER again. I needed 2 new camp chairs and because of that, I ordered them from PPL.
Bob & Betsy(FishNFanatic) - USN Aviation Ret'd '78 & LEO Ret'd '03 & "Oath Keeper Forever" '05 HR Endeavor 40PRQ, 400 Cummins-Pulling our '11 Silverado LT, Ex Cab 6.2L NHT 4x4, w/2010 Rzr or 01 V Star in back. Where the wheels are stopped today
I quit using Camping World about five years ago after reaching the final straw with the horrible service there. The issue was with the Nashville store, but that store's lack of service was not made any better by the corporate "customer service" people. I will admit that it appears that the new CEO is trying to improve the companies image, and for that I give him credit. The sad fact is that it took many years for Camping World to "earn" the lousy reputation that it has, and it will take many more years to earn the loyalty of their lost customers back. The company philosophy was one of apathy among the managers, and until those people are replaced with professionals, the situation just won't improve much.
By the way.......most of the negative comments I've heard about CW came from fellow campers that I met on the road. That said, CW will not get those customers back until people start hearing more POSITIVE comments than NEGATIVE when talking to others. This was an informal "word of mouth" campaign, and it's going to take a lot to reverse that.