Sunday, December 23, 2007

Before you call

You've probably read the humorous accounts of the questions tech support folks are asked. Those of us who work in parts and service at Camping World have similar stories and rather than have you embarrassed or frustrated, I would like to give you some advice.

Before you call or visit your Camping World store (or any other service facility) to ask about a part or service, you will need to know some details. For example, let's say your refrigerator stops cooling. You will need to know the make and model of your fridge before we can find the part you need (circuit board? thermostat? igniter?) or schedule a diagnostic test with one of our techs. This is especially important if the refrigerator needs to be replaced. All refrigerators, even the same brand, are not created equal. The new fridge will have to fit in the same space or the cabinet will have to be modified.

If your water heater pilot does not stay lit or continues to heat without shutting off--right: make and model. We'll try to help with the diagnosis and give you some helpful hints like cleaning the orifice or adjusting the thermocouple.

If you need tire covers, you will need to know the size of the tire. You have no idea how frustrating it is for one of us to have to say, "We have no idea what size tires are mounted on your 2005 Jayco travel trailer so I don't know what size covers you will need." The manufacturers did not have a meeting and decide all travel trailers made in a certain year will have the same size or brand of tire.

That log you're keeping (you are keeping a repair and maintenance log, right?) should have all the information about your RV in it so you can refer to it. Many of the manufacturers also have manuals, schematics and diagrams online that should be added to your log.

We'll do our best to help you find what you need and I have no problem saying, "I don't know but I'll ask someone who might know." Meet us halfway and have the information we require. Help me help you.


  1. I called a Camping World about 30 miles from where I live about parts to repair a leaking tolet, a few days before leaving on a trip. I was told that it would be a week or longer before they could have the parts from the manufacturer. I called the manufacturer and they agreed to ship the parts overnight at no additional cost than regular shipping. So much for "emergency" help from Camping World.

  2. Yes, unfortunately it takes at least a week to get parts, especially if RVers are having the same problems. For example, some folks were winterizing and drained their water heaters. The plastic plugs needed to be replaced and the Fairfield Camping World sold the dozen we had. Suddenly, we were out of stock and the delivery wouldn't arrive for a week. There were unhappy campers for a few days.

    If I know it's faster to order directly from the manufacturer, I'll provide the customer with the phone number or website.