Forest River Inc. announced the launch of a policy change in the area of procurement of warranty parts for dealers.
According to a press release, dealers will no longer be required to procure warranty parts through Forest River. The Elkhart, Ind.-based company is encouraging dealers to procure parts in “the most expeditious manner” in order to get the customers’ coach repaired in the shortest amount of time possible and back on the road. The release stated that Forest River is paying for the part and parts markup regardless of where it is purchased through its revised warranty policy.
“Our industry needs to do a better job of meeting customer expectations after the sale. Meeting those expectations requires us to make the warranty parts ordering process easier, more efficient and customer focused, with an end goal of getting these parts to our dealers faster in order to expedite customer repairs,” said Forest River CEO Peter Liegl. “Forest River is excited to announce improvements aimed specifically at these objectives.”
This new policy follows a 2016 announcement that streamlined the warranty parts “must return process” for Forest River dealers, reducing the number of parts required to be returned for warranty reimbursement. The move also eliminated “parts hold,” a common practice in the industry requiring warranty parts being held by dealers for a period of time.
According to Liegl, the move represented an effort initiated by Forest River which suppliers stepped up to support. “We have eliminated a great deal of waste, hassle and commotion as a result of last year’s policy change regarding must return parts and holding parts,” he said. “Now our dealers can focus on taking care of the customers rather than wasting time and resources on storing, tracking and returning defective parts.”
“Forest River has made customer satisfaction our number one priority,” Liegl continued. “Over the last several years, we’ve spent millions and millions of dollars on various projects to set our company apart by improving customer satisfaction. This emphasis will continue throughout 2017 and beyond in order to make Forest River brands the obvious choice for retail consumers.”