What makes a motorhome, a luxury model?
When that question is asked, we tend to immediately delve into the look or feel items: Is it the sheer size of the coach, the superb paint treatment or the expansive interior with high quality leather furnishings, porcelain tile, lots of beautiful hardwood and accent lighting with roof treatments not found in other coaches? Perhaps it is the level of features, home style bathroom fixtures, electronic lighting and blind control systems, top of the line electronics, remote door locking, integrated monitor systems with GPS, engine, transmission and tire pressure monitoring and more. Maybe it is the extra insulation for quiet ride, independent front suspension for better handling, larger, more powerful engines, generators on slide-outs and slide trays in the large storage areas. All of these items contribute to the luxury motorhome perspective. On this level, it is the “stuff” that comes with the RV.
Superb, Customer focused Service
One often overlooked feature of a luxury RV, and really the essence of luxury in a RV, is the extra level of customer service that accompanies it. Take, for instance, Fleetwood RV’s American Coach. A buyer can order a new coach built to suit the buyer’s taste and take delivery at the manufacturing plant with V.I.P. delivery. A plethora of technicians and support people go over the coach with the Buyer during the coach process explaining and demonstrating the new features and systems. Any production defects noticed are repaired prior to delivery.
After delivery, whether at a traditional dealership or after V.I.P. delivery, if issues arise when using the coach, there is an toll free 800 telephone number that Buyers can call to talk with Customer Support personnel, some of which are also Certified RV Technicians. All of these specialists take direct interest in answering questions and assisting owners with the issue at hand. Since they only work with American Coach products, they are continually developing their expertise which builds confidence with owners. Assistance can range from simply explaining a feature and how it operates, to assisting in the analysis of a problem and providing directions to the nearest repair facility. Sometimes sending an email with actual build plans attached is all that is required to help the owner and the wise ones file the plans for later reference. Not only are these specialists interested in providing assistance, they follow-up afterwards to ensure that the solution to the problem has been found and that this RV owner is satisfied.
As an American Coach owner, I have had the distinct pleasure of dealing with these specialists. Once lat summer when I sent an email with a question, I received a reply stating the contacted person was on vacation and within minutes I received a telephone call from another customer service person. I had the issue resolved and a couple of weeks later, when the first contacted person returned to the office, I received an email to confirm that the problem was resolved! Now that is customer orientated service!
Recently I sent another email to American Coach requesting information regarding an issue. I always send emails with a return receipt request and within minutes I received a confirmation that the message was read. In a short time, I received a telephone call with complete answers to my questions. Since there was a chassis component to my inquiry, it was recommended that I contact Spartan, the chassis maker, and then given their toll free telephone number to call. I did not have to look up the number and within a few minutes I was connected to a chassis specialist at Spartan who was also able to provide the information I requested. Once again, superb customer service!
Factory Service Center
Should you need to take the coach in for warranty or other service, Fleetwood has the Decatur Service Center, a former production facility that has been converted to service RVs. Prior to the demise of Fleetwood Enterprises (the original company) this service center was dedicated to American Coach Service. Under Fleetwood RV it is open to any Fleetwood customer however the vast majority of coaches arriving for service are American Coaches. After making a pre-arranged appointment for planned service, you can “camp” in a lot adjacent to the service center with electricity hook-up provided. (Water and a dump station are on site, but not at the camp site). (Drop-ins are fitted into the schedule when spaces in it show up). In this service facility you are taken into the shop at 6:00AM and allowed to stay in the coach while service work is performed. The exception is if there is any paint work done in the paint shop or interior work which may present a safety issue. The day concludes mid-afternoon with the coach being returned to the “camp”. All of the Technicians are well qualified, most are Master Certified RV Technicians and some formerly worked on the assembly line building coaches. They know what goes into making the coach and this added benefit provides insight into providing efficient repairs and adjustments.
Going the extra mile in Customer Service with the focus on the customer during all aspects of the RV owner’s experience is what makes a luxury RV. From the design, choice of materials, assembly technique and build quality to the delivery and after sale treatment of the customer. That is the essence of what a luxury RV owner enjoys. The price point for these vehicles is higher, the value is there and from my experience so far, owners are very satisfied with their coach, the service and the care. All in all, it took some convincing for us to take the step to buy an American Coach, even though I had dreamed of owning an American Coach Eagle throughout the twenty-one (21) years (at that point) of owning other motorhomes. Since we were less than 40 years old when we started, we were a little ahead of our generation in experiencing the RV lifestyle on cross country trips with our kids. Now, we enjoy travelling and look forward to taking our grandchildren along.
Where do we go from here?
Of course, as with any fine motorhome, there is a RV club and the icing on the cake is attending Rallies organized by the club and discovering that the Factory has sent a crew to make repairs and adjustments while RVers enjoy the Rally activities. Meeting some of the designers and providing input on future coaches is also part of the Rally experience. There is an online “Yahoo Group” as well where information is shared by the more than 2000 members of that forum.
In conversations with other American Coach owners, I have listened to how many they have owned over the years, (they are a loyal bunch) and how they (and we) value the “luxury” and will continue to buy another American Coach. That bodes well for American Coach in the future. Recently the conversations have focused on what they will be looking for in their next one. A smaller size now enters into the equation, without sacrificing what many have come to expect. The challenge will be to keep the quality and luxury while providing a smaller coach for those that want all of the features and benefits of a luxury RV. They see a need to step down a size as their RV days near the end of the road. I am very interested to see how the designers at American Coach react to the changing environment. Our definition of luxury will need to incorporate the best of the best, yet shrink the physical dimension. Will we be prepared to pay the same or a higher price for a smaller coach? The automobile industry crossed that bridge in 1976-77. I am confident the RV industry can do it as well. For now, if you have never experienced owning a luxury RV don’t wait too long!
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