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Prevost parts return? We must pay return shipping
Recently
We have ordered twice parts for the bus from Elgin. Always giving the proper identification in our case, X-7004, followed by Featherlite XL 45. Yesterday, i mailed (fedex) our most recent order back to prevost because for the 2nd time, it was the “wrong” part
Twice now, we have had to pay for return shipping. What’s up with that? This time, $12 to ship to Ft Worth for a $20 part. Its not my fault, when i give descriptions ad nauseum, to be as precise as possible, then what we receive is wrong.
Some things i’m going to try an outside source. -
10 Replies
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Jim,
First, Prevost is slowly winding down Elgin and the parts folks you normally would speak to are being located at service centers around the country. For example Charlie and his wife who I think are the best are now located in Nashville.
I expect not all experienced parts folks would be able to relocate from the Chicago area so whoever you get on the phone could be a new hire.
The reason for relocating parts folks is they now have the opportunity to walk into the shop and get information needed from the folks who actually service the coaches, and so when you order a widget, they can go into the shop to see the widget on a bus being serviced.
Regardless of who you dealt with you should never have to pay for someone’s error. Start with the folks on the parts line, and work your way up the food chain to make their managers know there is a problem. Go all the way to Ron Beverly if needed.
Prevost cannot relate to the Vantare/Featherlite number, but your chassis number is one they should have in their system so you should never have a wrong part.
2025 Marathon H3 / 4th Prevost
21 Ram 1500 EcoDiesel 4x4 -
My biggest question tho, when did prevost start making us pay for return shipping. New to us, tho we dont return much.
Thanks for letting me know Jon, the prevost parts system change. I use our chassis number, X-7004, which just happens to our to be our Featherlite number. I just refer to it being a Featherlite, just because, indicating its a motorhome chassis before they ask. So Prevost going back to a decentralized parts system. I loved working with “Charlie” as we were on voice recognition level. Interesting . Bus has been sitting since March 19, 2020 when we d3cided to bring it home from Indio. Not going back. Why go back into the belly of the beast, with viral spread out of control. Colorado (our county infection rate for 350K pop. Is 5.3%) is doing fairly well, since “most” are following mask, distancing, etc and we’ve relaxed things so restaurants, gyms, etc can re-open with limited capacity. We dont leave the house except for necessities, or occasional exercise of a vintage car
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Prevost I think has really cracked down on everything dealing with parts returns…I am not sure if they got a lot of entertainer/seated coach companies sending parts in or what…I have seen this as well and have had to attempt to get them to pay shipping back when they made the mistake…They also are at times charging a restocking fee…
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Yes, Jeff, youre correct. There is now a restocking fee. Ouch
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If the wrong part is shipped by them, despite them having the correct VIN are they really expecting to have customers pay for return shipping and restocking?
I don’t think so.
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Yes they are! I paid return shipping. Back in August, we wanted a few new 24 v bay light fixtures. Prevost emailed a diagram. Diagram showed exactly what i had in my hand. Ordered 4. Upon arrival, the lights in the box were the size of our outside patio lights. Anyone with an XL knows what they look like. I was given an “RGA” number for return to print to include in return. Went Fedex paid for shipping
two weeks ago, yet again giving exact description of what we wanted in a hub window seal kit for front wheel. I gave our coach id, a photo from this site, what i wanted. A larger diameter hub window showed up
parts dept said they’d wave restocking fee, but i pay return shipping
i found what i needed from Fleetpride for $7 dollars not $20
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That is an issue that should not be allowed to stay in place. Raise hell.
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I will
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I spoke with Mike Miguel in Gooodlettesville. He said, no to us having to pay shipping for returns. I told him, i was told by Elgin Parts that a restocking fee would be waived, but i was to pay for return shipping. He ask for our acct number to credit $12 dollars. He asked about our August return, but I told him i didn’t remember shipping cost. He was wanting to refund that too. I was looking for an explanation, instead happily found understanding and a correction. Thankyou Mike Miguel.
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Mike not only has his act together with respect to his expertise in the parts system, he is a friend of PC and is my go-to guy.
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