Cudos to Dexter!

[tweber502]

Purchased Monty in signature first of August from CW of Indianapolis. During the first week at home while cleaning the outside of camper I noticed grease on the inside of the curb side wheels. I contacted CW and they set up a time to have serviced. After a not so pleasant service visit to CW they finally got around to pulling all wheels off, replaced all seals and repacked bearings. Both seals on the curb side had failed and filled the brakes with grease. They "cleaned" the front assembly and reinstalled everything. They had to replace the entire brake assembly and hub on the rear because it was full of grease and had no pads left on the shoes. The Hub had to be replaced because of the heavy gouging inside from metal on metal. On trip home, 150 miles, brakes didn't seem as strong as they should be but figured they just needed breaking in also drivers side wheels were much hotter than they should be. Went out Tuesday, 9/17 to check everything out and adjust the brakes and discovered that CW had installed a manual brake assembly and not the self-adjusting assembly like the other wheels. Not a happy camper!! I called Dexter and asked for Connie Massie, which I learned of her from this wonderful group of MOCers, and described everything that had been going on. I really wasn't looking for anything from Dexter except for wanting to know if these problems were normal. Connie was VERY concerned with the work that CW had performed and said the brakes should NEVER have been "cleaned" like they were but replaced. She also said that the new manual brake assembly should have NEVER been installed! She asked if I could get her the information from the axles and the camper vin number, which I did, and she said she'd call me back. About 30min later Connie called back with this proposal: Dexter would sell me the full brake assemblies for all 4 wheels for $36 each and wheel seals for $1.16 each!! Fantastic deal!! Now keep in mind that I'm the second owner and the camper is a 2010. I do know the Monty has less than 3000 miles on it because I contacted the previous owner and spoke to him before calling Dexter. I then called CW and spoke to the service manager and let him know what was going on and everything that Connie had said. I let him know that his department had sent me on the road with a potentially dangerous scenario. He agreed to reimburse me the full price of the parts from Dexter. Thank you Connie and thank you Dexter. Now that's customer service!! I will do the work myself and will be able to sleep better knowing the job is done right. Sorry for being so long but wanted to recognize Connie and Dexter. Tim

[Irlpguy]

It was not Connie I dealt with at Dexter but my experience with them was also top notch. I also cannot say enough about their customer service.

Too bad this anomaly does not rub off on some of the suppliers and manufacturers.

[sambam]

Good for you, that Dexter stepped up like they did. That issue could have been disastrous. Good thing you looked into it. CW doesn't seem to be getting much good PR these days.

[K0LCB]

It isn't all Camping Worlds, but some have problems. I don't think some of them pay their tech guys much

[tweber502]

I can't speak for any other Camping World but I assure you no camper that I own will ever go to the Indianapolis location for any type of repair. That's not just my opinion but the opinion of every person that was at that facility having work performed. I'm usually not one to bash people or businesses but what they did is inexcusable. I just feel very fortunate that there are companies that will stand behind their product like Dexter. Tim

[DQDick]

I'll be putting them on my list to avoid. Thanks!

[1retired06]

thumbs up to Dexter!

[kylec2]

I agree, my experiences with Dexter have all been top notch!

[TN road dog]

I had a very similiar experince with my big sky concerning brake failure due to grease seal failure on two wheels.
Connie also helped mw by sending all parts including all four brake assemblies. I was in warranty at the time.
Most importantly CONNIE and Dexter went the extra mile to replace all four brake assemblies, parts and labor.

Hurray for Connie!

[Jay Bird]

It is always good to hear that some companies stand by their products.