Thu Apr 18, 2019
Author: RV News Staff
Heartland Recreation Vehicles LLC’s recently garnered Dealer Satisfaction Index (DSI) Quality Circle Awards across multiple brands in its lineup of towable RVs.
RVDA recognized Heartland’s Big Country/Elk Ridge, Cyclone/Torque, Landmark, North Trail/Wilderness, Prowler/Trail Runner, Road Warrior and Sundance/Gateway with the prestigious honor. Key metrics, as determined by RVDA, include reliability/quality, parts, warranty and sales.
“Significantly, our award-winning brands represented the full spectrum of towable categories in the marketplace,” says Heartland President Chris Hermon. “Our dealer body is certainly a key component behind this across-the-board recognition, but it also confirms a companywide directive to streamline service while also maintaining focus on a quality build.”
Hermon pointed to the company’s decision in early 2016 to purchase an expansive tract of land in Indiana’s LaGrange County and erect a 52,500-square-foot service center. That move was followed by the construction of a $5 million PDI Center at its Elkhart campus.
“The PDI facility ensures that every unit goes through a full PDI inspection before leaving our Elkhart complex,” Hermon says. “We also started taking units on road tests a minimum of 250 miles. Every unit is brought back to Heartland’s new PDI center where a senior management team was formed to inspect to ‘see what dealers see’ when they receive a unit. In addition, we back up every RV with a three-year structural warranty.”
In March, Heartland also added another layer with an announced partnership with NTP-STAG for warranty fulfillment. Through the agreement, the manufacturer is linking future warranty claim fulfillment orders directly to NTP-STAG, leveraging the distributor’s inventory, warehouse locations and company-owned fleet to improve the time it takes to process warranty claims and get customers back on the road.
“The goal is to reduce the repair event cycle time (RECT), a pressing issue that is being championed by the RVDA and the RV Industry Association RVIA,” Hermon says. “The repair event cycle time issues are a real challenge for the long-term health of our industry.”