Anyone Else Experiencing Very Poor After Sale Support?

After reading another topic on the Forum about the spare tire. Is it provided? Is it not?  Do you need it?  Maybe, maybe not but that’s not why I am starting to get really ticked off at this whole process of purchasing from Phoenix Cruiser.   Although we’ve had other issues that we’ve overlooked, this is just another one and my proverbial last straw.

According to the website - under FEATURES, a Spare Tire and Cover is listed as included.  It is NOT listed as an option as if it was, we would have ordered it.  It is now too late as I believe our new 2552 is out for paint.

I don't want to speak ill of PC, especially before we take delivery, but someone has to get it together there.  We are far from impressed with the website and communications provided by PC regarding what is a standard feature and what is available as an option.  It's like pulling teeth to get any complete information. We find we have to request the same thing numerous times before our questions are answered and even now, we are having a problem getting a straight answer as to what model Maxx Air fan we are getting. We were verbally told from Earl that it's a 7000 model with remote but after just receiving the final build sheet - it is listed as "exhaust only."
The tire and fan are just two examples.

So now, more phone calls and more emails to clarify we are probably not getting something we were led to believe we were. 

Yes, I know they are all busy and in flux from people leaving but anyone who has ever worked in a company that has had turnover, you know not to leave customers hanging.
 Every customer that has an order in with Phoenix and especially those whose order is already in production should have been proactively contacted to explain that Earl and Kyle had left and not left it to us to find out via the blog.

Contact should have been made to alert us as to who would be taking over which position and how do we contact them? 
 
We are now about 1 month out from delivery and feel like we’ve been set adrift.
It is very disconcerting and poor business practice.     

It would bother me tremendously if I expected a spare tire compartment with spare tire, but getting neither.  I don't know what to say other than "I feel for you".  Hopefully you are mistaken.

PC should have the spare tire on there options list. I just happened to notice that there was no spare tire compartment on the rear of the new models. I assumed the tire was moved to the under side of the coach. After finding out on the forum that the spare was an option, I called Earl and ordered it, just in time.

  Lynn

I checked my build sheet and spare tire is not listed though it should be. I would not have opted for it since I do not want to constantly carry another 100 pounds of tire that I cannot change anyway. Instead I park on mats, use tire covers, and check tire pressure often.

We did get the Maxxair fan with remote. Very quiet! It is exhaust only since the bathroom vent is on the roof near the fan. Exhausting the hot air at the ceiling while pulling in cooler air from windows is more effective for cooling.

Buying factory direct was a different experience however we got a vehicle that was built with what we wanted and excluded what we did not want (roof rack and Euro chair).

JD, I hope your new rig provides you with much enjoyment when you get it home!

Steve

Steve,

You could take the tire out to save the hundred pounds.  At least you have not closed the door to carrying one safe and secure.  Oh, and you could always use the space to store extra hoses and cords that would otherwise be in the way of every day RVing.

Well here's my update - my coach is NOT yet out for paint and I STILL haven't gotten an answer as to whether I can get the back changed to get the spare - and at this point - I give up and will just buy a spare and figure out what trips I will want to take it with us and where I will put it while traveling (don't even think of going there by making "funny" suggestions please  )
I am also still trying to get the model # of the Maxx fans...............
Tomorrow I start calling again.
I'm trying to be patient as I know things are bouncing along there in Elkhardt but really?

A relatable story. In 2005 we purchased our 34 ft class A. The website description included a spare tire. At our after purchase orientation we asked the tech were the spare was located. He looked under, around, and then "there isn't one". We battled with the sales manager and finally were given a spare tire. There is no place to carry one, so we toted it around in the trunk of our tow vehicle for 12 years! It's now in our shed waiting for a ride to the tire dump, never used. Most large motor homes do not carry spares. Most people can't change one on a motor home.
We now own a 2552 2017. No spare. We were aware of the change at time of purchase. I'm not sure how we realized the change (from photos I believe and then asking). The brochure is from 2015 and has errors in it. I agree that the options are not all brought up. I don't know if it was to not seem pushy or what, but there were other things I wish we had known when we ordered. I researched my brain out on this one and for the most part it's all good. I may kick that darn cabinet at the foot of my bed off the wall some night though! 😳
To answer your question, our after sales experience was very good and after delivery also. Some has occurred after the change and we've been happy with that also.