Here is a link top Jim's original post. New Endura issue
Glad to hear that your problem got solved. I sometimes wonder why it takes a customer to talk to VP of operation. Instead of having a in house communication loop that will solve a problem efficiently.
That is an interesting question and it probably relates to many of the customer satisfaction issues we read about. In this case, the dealer to manufacturer interface person had 100 dealers to handle and was not above using that as an excuse to blow off annoying problems. At the corporate level, a problem that rises to the surface separate from the others as a result of a willing and able customer taking the initiative will get attention. The phone support tech might have 20 problems similar to mine going all at once making all of them just part of another normal day at the office. A senior exec who hears first hand that a problem with his product is going to blow up a summer for a customer and a whole passel of grand kids will pay attention because for him it is not just another day at the office type of problem. I may have had an unfair advantage-I am a retired executive recruiter and am experienced and comfortable burrowing deep in to corporate structures to push buttons. Be that as it may, taking a little initiative can only help. For that matter how can it hurt if things are stalled. I don't know from experience but I suspect going directly to a manufacturer (at a senior level) might be really helpful if the problem at the dealer level.
Oh well, we spent the day moving in to the Endura and are heading out to a local campground tomorrow for the first of several test runs before a six week odessy the New England.
Thanks to all for the help, advice and comments.
Jim Betts
At the wheel of a very pretty Endura, lovely wife at his side and watched over by two Highland Terriers.
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