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Excalibur Coach in Sanford FL
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I am hoping both Doug and Larry can come away from this issue satisfied. I suspect the communications part of problem resolution is the most difficult aspect to deal with. If the discussion needs to go away from public view at this point we will sure understand and perhaps if a successful outcome is arrived at perhaps we could be made aware.
What I hope we do not see is finger pointing or personal attacks because that tends to prevent a resolution everyone can live with.
There appears to be a lot of things to resolve beyond who damaged the threads and who fixed the threads.
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That’s great that Excalibur has some positive comments from some of their customers. They also have some negative comments from some of their customers. All I’m concerned with at this time is the work performed on my coach at the present time. Doug at Excalibur still has never contacted me in any form to try to resolve these issues. As you can see reference his post, he claims absolutely no responsibility in ANY of the issues I have brought up regarding his work on my coach. Doug needs his ego stroked so he calls Ed, a former customer to tell how great his work is. That has nothing to do with this incidence . At this point I could care less about any restitution from Excalibur coach. Like I said in the first post,if you use Excalibur Coach beware! With this many mistakes on one coach it cannot just be a isolated case. I just wanted others to be aware of the problems I personally had with this shop.
Larry Sturm
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As Tom Said, This form is not the place to resolve this but Larry keeps attacking me.
I stated that I was willing to work and resolve this. Larry texted me many vulgar explatives attacking me. If he wants resolutiuon he can call me and I will work with him.
Respectfully,
Doug
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I am closing this thread. I believe if it allowed to remain open the discussion will stop being productive and might get into personal attacks beyond what is already here.
If the two principle parties can resolve this privately I will open it up so all can see, but at the present time I don’t see that happening.
Jon
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This morning I emailed Doug and Larry and asked them both to try to discuss the issues and resolve the dispute. If they are able to reach a satisfactory resolution I will reopen the thread to allow each to post their solution.
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Both Tom and I are happy to report the successful resolution of this issue as can be seen in this thread:
http://prevostcommunity.com/forum/threaddetails.asp?Category=General+Discussions&ThreadID=2973
This entire thread and the final outcome is very instructional. All members should learn from this and make every effort to prevent a similar problem. We see from the original post(s) a Prevost owner wanted some service work done and the repair station did the work, but there were some problems. That is where the train went off the tracks. Every one of us has experienced dissatisfaction with service at one time and how we dealt with that problem determines the outcome.
In this case it was what was not done that caused this issue to blow up. I am not assessing blame but pointing out, based on a lot of emails and an understanding of the problem from both parties, communications broke down. The company did not reach out to the customer to insure the customer had a satisfactory resolution to the problems, and the customer likely became so irate at the perceived lack of effort to get the problems resolved he hardened his position about not seeking restitution, but wanted to “spank” the company by posting his opinions of it.
Once both parties drew a line in the sand the outcome was clear. Nothing would change. Tom and I worked quietly behind the scenes to bring this matter to a successful outcome, and the series of emails appears to have had the desired results.
Here is the lesson: From time to time we are all going to be unhappy with service or work done on our coaches. But keep in mind those who serve Prevost owners do want to keep us satisfied and almost always will do the right thing. We as owners however have to communicate our unhappiness, and what we expect as a solution. We all have the potential to get pissed but a reasonable discussion between the two parties is far more likely to get the desired results.
As a last resort there are forums such as this one. And we do encourage those who have legitimate gripes to let us know of them, but only if there is no hope of a satisfactory resolution. Tom and I hope we never have to see anyone post about problems with a company, so we hope before it ever gets to that point all efforts at a reasonable discussion take place.
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Couple of things jump out to me:
1. There are normally 2 sides to a story
2. Today when problems occur people are to quick to text and hit the internet as opposed to meeting face to face or at a minimum using the phone. To often text and emails can be misunderstood by the other party and barriers created because of the other parties misunderstanding. If you really want to resolve something go meet the other party in person or at a minimum call them. Seems like both parties should have done this.
3. I think Doug at Excalibur has been flogged enough. Situation has been resolved. I think the discussions on this subject should be deleted. There will be those that read the first few post and form an opinion without seeing that it was resolved. This is not fair to a business owner that stood up in did the right thing.
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I disagree. The entire thread, and the related one that shows it was resolved should stay up. This isn’t POG, Inc. where posts vanish. You are right about two sides to every story, but who knows if it would have been resolved if it had not been discussed here at length.
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It has been resolved. Both parties are satisfied. The outcome is exactly what we could all hope for when mistakes are made. People reading this need to understand the lesson for us all is if we are not happy with something, as customers we need to calmly discuss what makes us unhappy and how we want the problem fixed.
When the company and the customer did in fact get to that point that is what happened.
This thread is left open intentionally so we all can benefit from the lessons it contains, and it is not about diminishing Excalibur. Excalibur totally satisfied their customer and that is the right thing to do which they did. The focus now should shift to how we all benefit to seeing how well our suppliers and vendors do support us, especially when we strive for good communications. When those rare events occur when we feel cheated in almost every instance the company that messed up really will resolve the problem if we act courteously and are willing to discuss it without being rude or insulting or getting all pissed off.
Some threads make us all uncomfortable from time to time because we end up talking about unpleasant things. But as ugly as some discussions can get, the benefit outweighs the discomfort, we all learn and we end up better for it. I can tell you all for sure that if we delete a thread because it isn’t all hugs and kisses we are cheating ourselves. I have seen that happen, and to a great extent we have a lot of members who did see censorship at work and it was far worse than leaving a thread open.
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I’m on the road, so late catching up here.
I agree Dave, there are two sides to every story and those two sides unfolded here and were discussed in blunt detail. Larry is now satisfied and Doug stepped up.
I disagree that the thread should be deleted, the rumor mill is wide and long reaching. I would rather know that it was resolved and posted in detail by both parties so any future rumor can be disputed.
Doug did the right thing and posting the results will only enhance his business. When this is discussed under the awning, the result will be Excalibur did the right thing.
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I just made a change to the title of this thread to make it less of an attack on Excalibur. I deleted the words “Beware of” from the title of the thread and the first post because I don’t think that applies. In retrospect it might have been an error on my part to let it read that way and I hope that is an appropriate fix without the thread losing its value.
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The guys who run this board really have their “stuff” together. Excellent resolution that I’ll bet even the original poster agrees with.
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Jon,
When I began my search for a coach PC did not exist. I read all I could find and when I found POG it was a revelation. I read it oldest post to newest. And as many here might guess as I progressed into the later posts you seem to disappear..I completed the reading and still read it from time to time just to make sure I am not missing something I might find useful. When you learn the history of both sites it is unfortunate a split occurred but things do change. POG has some excellent people posting at times although it seems many of them are here as well. Even for the uneducated like myself your posts and articles on both sites quickly stand out. I have read what I will characterize as many fine and outstanding posts and articles by you as well as many others. In my book this is your this is your best yet.
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Thanks for the kudos. PC began as a supplement to all clubs so every Prevost enthusiast had a place to come where we could all have open exchanges of information. The more information we share the better our experiences will be as owners.
This site really benefits its members greatly when all members share their knowledge. We need to hear about sources for parts or service. We need to hear about great places to visit, RV parks to stop at, and we need to hear about problems we might encounter so we can be aware and maybe take steps to avoid problems.
Tom and I are not in the business of being Consumer Reports and rating converters or dealers or service facilities, but we are in the business of providing a place for us all to share our experiences, hopefully all good, but even the bad. As owners we try to run the site as we would want a site to be run and managed. We really aren’t doing anything that someone else wouldn’t do if they were in our position.
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