Hello Guest!

Phoenix USA Service

  • 14 Replies
  • 10318 Views
*

2 Frazzled

  • *******
  • 1434
    • View Profile
    • Spirit of the Woods
  • OwnPC: Yes
  • NewUsed: New
  • PurchDate: May 2013
  • Model: 2552
  • ModelYear: 2013
  • Slide: Yes
  • IntColor: Sunlit & Cherry
  • ExtColor: Sunlit
  • Location: On the road full time (prev. Maryland)
Phoenix USA Service
« on: September 24, 2018, 06:09:06 pm »
I posted elsewhere about our tire blow out and damage to the rig. We've had issues with different components in the past and after trying other places for service, we always wound up back at Phoenix and they always did a great job so that's where we scheduled repairs. I admit we were unsure of how it would go with new owners and organizational changes and so on. I'll admit that communication and scheduling were not great. Dave Ponsler manages the service and while he seems like a great guy, he's also wicked busy. He was supposed to be at the travel club rally but then was pulled and sent out to the Hershey show (owner Jim Byrne's came to the rally instead) and Dave was out again today working with vendors. This travel results in delayed responses to calls and email requests which worried us BUT our worries were for naught. Dave had our work list all typed up, he had us scheduled in, and the crew took us as soon as we pulled in the lot.

Doug heads up the actual service crew now and does an amazing job (Bobby handles the line). They did a lot of work in a short amount of time and it's all excellent. We were even happy with our invoice. We couldn't get an estimate out of Dave, even when he called to tell us it was done as he was still working it up, so we were worried it would be extreme. It was not. Doug and Karen got us all put together, we paid, loaded up on new brochures and rolled out.

So, changes in ownership, new management structure, new service rates, NO worries! Phoenix still rocks. All they need to do is work out the communication kinks. We are happy campers once again. To celebrate we took our beautiful rig down to Potato Creek State Park so she can commune with the trees and animals while we plan our next adventure. Life is good!
John, Holly, and sometimes Chloe.
Travel Blog: Spiritofthewoods.net

*

lmichael

  • *****
  • 260
    • View Profile
  • OwnPC: Yes
  • NewUsed: New
  • PurchDate: May 15, 2012
  • Model: 2552
  • ModelYear: 2012
  • Slide: Yes
  • IntColor: Sterling
  • ExtColor: Sterling
  • Location: Arizona
Re: Phoenix USA Service
« Reply #1 on: September 24, 2018, 08:01:30 pm »
Where did you post about your blow out?  I've recently had 2 tread separations on michelin tires that were recall replacements for this problem.   Just wondering if replacements have same condition??

*

2 Frazzled

  • *******
  • 1434
    • View Profile
    • Spirit of the Woods
  • OwnPC: Yes
  • NewUsed: New
  • PurchDate: May 2013
  • Model: 2552
  • ModelYear: 2013
  • Slide: Yes
  • IntColor: Sunlit & Cherry
  • ExtColor: Sunlit
  • Location: On the road full time (prev. Maryland)
Re: Phoenix USA Service
« Reply #2 on: September 24, 2018, 08:29:20 pm »
https://forum.phoenixusarv.com/index.php?topic=3304.msg27923#msg27923

You posted after me so this is a repeat. We were not in the recall but I have to wonder if we should have been.
John, Holly, and sometimes Chloe.
Travel Blog: Spiritofthewoods.net

*

JackD

  • *****
  • 231
    • View Profile
  • OwnPC: Yes
  • NewUsed: New
  • PurchDate: 2017 (latest)
  • Model: 2350 Sprinter
  • ModelYear: 2017
  • Slide: Yes
  • IntColor: Cherry
  • ExtColor: Greystone
  • Location: Delaware
Re: Phoenix USA Service
« Reply #3 on: September 26, 2018, 02:27:53 pm »
I will echo Holly's post about service under the new ownership.  Although I have a delay due to an extended time in the paint shop, Dave has been fantastic in seeing that warranty issues were taken care of, and Doug has been exceptional in getting work done - even stayed after hours one day to take care of an emergency issue while I was on my way to Alaska.  These two, along with Carol, have gone over and above to provide the good service we have always enjoyed at Phoenix,
Jack

*

Ron Dittmer

  • *******
  • 5647
  • Ron and Irene
    • View Profile
    • My 2007 2350 Phoenix Cruiser
  • OwnPC: Yes
  • NewUsed: New
  • PurchDate: June 2007
  • Model: 2350 Ford
  • ModelYear: 2007
  • Slide: No
  • IntColor: Cherry Green&Gray
  • ExtColor: Full Body Gray
  • Location: N/E Illinois
Re: Phoenix USA Service
« Reply #4 on: September 26, 2018, 02:56:44 pm »
I recall maybe 8 or 9 years ago, a fellow had just bought a used 2001 or 2002 PC with some separation with his rear wall (old design without spare tire) from the rest of the house.  Phoenix took care of him during their slow time of year when they had slow times.  He was shocked with how well Phoenix made the repairs.  They completely removed the rear wall, replaced questionable structural components, and put it all back together like brand new.  On top of that, Phoenix charged him much less than he had anticipated.  I recall they inspected his entire rig and took care of other lesser issues he didn't even know about.  Like I said, it was in the days when Phoenix had a slow period, so they invested their spare time taking care of a new customer with one of their earliest rigs.

It is good to read that as much as things have changed there at Phoenix, their core principals have not.  When I share these kinds of stories on other RV forums, a few people don't believe me.  I recall once or twice, I was accused of working for Phoenix USA.
« Last Edit: September 27, 2018, 09:48:09 am by Ron Dittmer »
Ron (& Irene) Dittmer

*

Free2RV

  • *****
  • 223
  • Gary and Susie
    • View Profile
  • OwnPC: Yes
  • NewUsed: New
  • PurchDate: P.U. 6/11/18
  • Model: 3100
  • ModelYear: 2018
  • Slide: Yes
  • IntColor: Nightscape (Cherry)
  • ExtColor: Graystone (FBP)
  • Location: Northern Michigan
Re: Phoenix USA Service
« Reply #5 on: September 27, 2018, 06:57:18 am »
When we decided to replace our DP with a Phoenix Cruiser, one of the important reasons to us was that from everything we had read, Phoenix USA stood behind their products after the sale.  Recently we made a trip to southern Missouri and thought that it would make a perfect opportunity to have any items that needed tending to fixed on our way back home.  We emailed Dave and told him about the items (only 2 minor items) and asked if they could work us in.  He responded in a very timely manner and said to stop in, as he had us on their Tuesday schedule.  Susie and I arrived at 7:30 AM and Doug had us pull right in. Before I could hand him a copy of the items needing attention, he told me what they were, as he was ready to get started on it.  We mentioned two additional items that we would like attended to and he said no problem. 

Twenty minutes after we arrived at Phoenix USA, Doug came into the waiting room and said all items were fixed and we were ready to go!!!  It goes without saying that we are very happy with the way we were taken care of and want to thank Doug and Dave for everything.

Gary and Susie

*

jatrax

  • ******
  • 827
  • John and Carrie
    • View Profile
    • Zigzag Mountain Art
  • OwnPC: Yes
  • NewUsed: New
  • PurchDate: November 2016
  • Model: 2552
  • ModelYear: 2017
  • Slide: Yes
  • IntColor: Graystone
  • ExtColor: Graystone
  • Location: Oregon Mountains
Re: Phoenix USA Service
« Reply #6 on: September 27, 2018, 12:45:20 pm »
I would also say I am extremely happy with the service work they did for me this summer.  Which included them updating my 2017 coach to 2018 build standards on the Sanicon system and slide seals.  All done at no charge as warranty work.

One change they made was putting Doug in charge of the 'service' center and making that a separate team.  I think in the past they just pulled people off the line when a repair job came in.  Doug has been around there a very long time and helped build a lot of the coaches that might come back in for service.  His experience and dedication to customer service comes through very clearly.

*

donc13

  • *******
  • 1358
    • View Profile
  • OwnPC: Yes
  • NewUsed: New
  • PurchDate: 03/2015
  • Model: 2551
  • ModelYear: 2015
  • Slide: Yes
  • IntColor: Nightscape/Hickory
  • ExtColor: White/Nightscape
  • Location: Colorado
Re: Phoenix USA Service
« Reply #7 on: September 27, 2018, 08:48:49 pm »
We have stopped in for some minor fixes a couple of times.  The service has always been great.  We asked Kermit if there was a way to show our appreciation to the crew.  He said the guys save their cans and put the money in to a pizza fund when they collect enough.  We helped them reach their goal a bit quicker. I just thought I'd pass that along if you're interested.
---
Don and Patti

*

gandalf42

  • *****
  • 221
    • View Profile
  • OwnPC: Yes
  • NewUsed: New
  • PurchDate: May.2017
  • Model: 2552
  • ModelYear: 2017
  • Slide: No
  • IntColor: Hickory/Graystone
  • ExtColor: 2 Tone Graystone/Nightshade
  • Location: Colorado
Re: Phoenix USA Service
« Reply #8 on: November 03, 2018, 09:25:25 am »
I would also say I am extremely happy with the service work they did for me this summer.  Which included them updating my 2017 coach to 2018 build standards on the Sanicon system and slide seals. 

John, what was the "updating my 2017 coach to 2018 build standards on the Sanicon system" ?

Thanks!
Mike & Pat Astley,

*

jatrax

  • ******
  • 827
  • John and Carrie
    • View Profile
    • Zigzag Mountain Art
  • OwnPC: Yes
  • NewUsed: New
  • PurchDate: November 2016
  • Model: 2552
  • ModelYear: 2017
  • Slide: Yes
  • IntColor: Graystone
  • ExtColor: Graystone
  • Location: Oregon Mountains
Re: Phoenix USA Service
« Reply #9 on: November 04, 2018, 06:13:17 pm »
@gandalf42 on my 2017 (yours as well I suppose) the sanicon pump box was connected to the outlet hose via flex hose all the way through.  This has two issues:
1) The flex hose passed through the fiberglass into the hose compartment with no protection
2) The system would not drain the gray tank without the pump being run.  The design was supposed to allow the gray tank valve to be left open when parked for a while and it would drain through.  But the sag in the flex hose prevented that from happening.

The 2018 mod uses hard pipe from the sanicon box to the hose compartment.  My gray tank now drains freely.  I can post a picture if that would help but its pouring out right now. :)

*

bftownes

  • *****
  • 267
    • View Profile
    • The Road Goes on Forever and the Party Never Ends
  • OwnPC: Yes
  • NewUsed: New
  • PurchDate: September 27, 2018
  • Model: 3100
  • ModelYear: 2019
  • Slide: Yes
  • IntColor: Desert Sand
  • ExtColor: Toast
  • Location: Georgetown, TX
Re: Phoenix USA Service
« Reply #10 on: November 04, 2018, 08:29:52 pm »

The 2018 mod uses hard pipe from the sanicon box to the hose compartment.  My gray tank now drains freely.  I can post a picture if that would help but its pouring out right now. :)

John, when you say it now drains freely, do you mean through the sanicon hose (without the pump) or through an attached 3" sewer hose?

Barry T

*

jatrax

  • ******
  • 827
  • John and Carrie
    • View Profile
    • Zigzag Mountain Art
  • OwnPC: Yes
  • NewUsed: New
  • PurchDate: November 2016
  • Model: 2552
  • ModelYear: 2017
  • Slide: Yes
  • IntColor: Graystone
  • ExtColor: Graystone
  • Location: Oregon Mountains
Re: Phoenix USA Service
« Reply #11 on: November 05, 2018, 12:01:23 am »
Through the Sanicon hose.  It doesn't drain completely without the pump but enough that you don't have to worry about the shower backing up.

Process is to attach the sanicon hose as normal, leave black valve closed and gray tank valve open during a stay.  On the last day I close the gray valve as well so there is plenty of gray water to flush after dumping the black tank.

I was told when I bought the coach that it would work that way.  And I believe it did on older coaches but when they went to the newer Sanicon unit it did not work.  The way they plumbed it now it works again.


*

bftownes

  • *****
  • 267
    • View Profile
    • The Road Goes on Forever and the Party Never Ends
  • OwnPC: Yes
  • NewUsed: New
  • PurchDate: September 27, 2018
  • Model: 3100
  • ModelYear: 2019
  • Slide: Yes
  • IntColor: Desert Sand
  • ExtColor: Toast
  • Location: Georgetown, TX
Re: Phoenix USA Service
« Reply #12 on: November 05, 2018, 07:51:33 am »
Through the Sanicon hose.  It doesn't drain completely without the pump but enough that you don't have to worry about the shower backing up.

Process is to attach the sanicon hose as normal, leave black valve closed and gray tank valve open during a stay.  On the last day I close the gray valve as well so there is plenty of gray water to flush after dumping the black tank.

I was told when I bought the coach that it would work that way.  And I believe it did on older coaches but when they went to the newer Sanicon unit it did not work.  The way they plumbed it now it works again.

Thanks.  We will arrive in Tyler TX on Tuesday and be there for 4 nights.  I will give this a try.   I hope it works.  I assume being a 2019, I have that capability.  I am carrying a new 3" hose and it is easy to store, but once used, I will have to find an alternative storage place.  I am aware of storage possibilities, just have not had a chance to rig something up.

Barry T

*

gandalf42

  • *****
  • 221
    • View Profile
  • OwnPC: Yes
  • NewUsed: New
  • PurchDate: May.2017
  • Model: 2552
  • ModelYear: 2017
  • Slide: No
  • IntColor: Hickory/Graystone
  • ExtColor: 2 Tone Graystone/Nightshade
  • Location: Colorado
Re: Phoenix USA Service
« Reply #13 on: November 06, 2018, 06:18:30 am »
@gandalf42 on my 2017 (yours as well I suppose) the sanicon pump box was connected to the outlet hose via flex hose all the way through.  This has two issues:
1) The flex hose passed through the fiberglass into the hose compartment with no protection
2) The system would not drain the gray tank without the pump being run.  The design was supposed to allow the gray tank valve to be left open when parked for a while and it would drain through.  But the sag in the flex hose prevented that from happening.

The 2018 mod uses hard pipe from the sanicon box to the hose compartment.  My gray tank now drains freely.  I can post a picture if that would help but its pouring out right now. :)

Thanks John! The unprotected pass through was a big issue in my mind and I added a gasket on the pass through to protect the hose. I hadn't noticed the draining issue but have only hooked up the grey and left it open once.

I will keep the change in mind if and when I ever make it back to the factory.
Mike & Pat Astley,

*

bftownes

  • *****
  • 267
    • View Profile
    • The Road Goes on Forever and the Party Never Ends
  • OwnPC: Yes
  • NewUsed: New
  • PurchDate: September 27, 2018
  • Model: 3100
  • ModelYear: 2019
  • Slide: Yes
  • IntColor: Desert Sand
  • ExtColor: Toast
  • Location: Georgetown, TX
Re: Phoenix USA Service
« Reply #14 on: November 07, 2018, 11:03:33 pm »
Through the Sanicon hose.  It doesn't drain completely without the pump but enough that you don't have to worry about the shower backing up.

Process is to attach the sanicon hose as normal, leave black valve closed and gray tank valve open during a stay.  On the last day I close the gray valve as well so there is plenty of gray water to flush after dumping the black tank.

I was told when I bought the coach that it would work that way.  And I believe it did on older coaches but when they went to the newer Sanicon unit it did not work.  The way they plumbed it now it works again.

John,

Thanks for this information!   I have been at my current location for three days with the gray water tank valve open and NOT taking Navy showers.  The tank is draining as you said.  I was thinking this would only work by using the 3" hose and the manual valve.  This is a big deal for me.  My new 3" hose can remain clean and on standby for an emergency only.  Initially, I didnt think I would like the sanicon system, but since using it, I have become a fan.

Cheers  :)(:

Barry T