Problems with ordering from SCAMP plus delivery issues - Page 5 - Fiberglass RV


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Old 07-29-2013, 05:45 PM   #57
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Originally Posted by RogerDat View Post
It may have been Parkliner not Escape I was thinking of as being more high end. But basic scamp 13 with bath is around $11k maybe $12-15k with bath for a 16 ft. Escape start out at $18k for a 15 ft. Parkliner at around $16k. It's not like it cost a lot more for the FG or frame :-)
Having seen both its the Escape thats the more high end.

The bottom line is Scamp has a great little product for the price range. I have noticed over the last couple of years more and more people complaining about poor customer service whether they are attempting to order a trailer or order parts. More than few people have come right out and said they have decided to go with another trailer manufacture due to lack of/slow response customer service from Scamp... not something most small companies can afford to do for long.

A classic situation regarding slow to change practices is the foam gaskets they use around their doors. Pretty well everyone here with a Scamp has an issue with the foam sliding (the current one has only been on mine a month and its already slipped out of shape). Floyd? suggested that Scamp has a secret D closed cell foam one can get from Scamp if you ask (but if you dont they dont tell you about it) but when I asked I was told it has the same problem as the original foam gasket the adhesive fails ...... hummmm seems to me they really need to start using a different door gasket system similar to ones used by other manufactures that dont involve adhesive.
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Old 07-29-2013, 06:18 PM   #58
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Trailer: 7/24/13...ordered a 2014 13 ft Scamp w/Shower/Toilet
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Rodget Dat...my 13 ft standard w/shower and commode, plus options and delivery is approaching 16k...fyi.
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Old 07-29-2013, 07:45 PM   #59
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Originally Posted by Hman66 View Post
Rodget Dat...my 13 ft standard w/shower and commode, plus options and delivery is approaching 16k...fyi.
Not saying you can't spend more, just that you can purchase a basic sound functional camper from Scamp at a lower price point than some other FGRV manufactures. I was comparing "base" prices. And noting that the options that people value add to the profit margin.

If Scamp can build the basic 13ft and sell it at $11k for a profit, your $16k model (less delivery) did not cost them significantly more to manufacture. Ergo yours is more profitable than someone like myself that would order it stripped. (my car has hand crank windows, I'm not really into options)

As time goes on people seem to want more amenities, some manufactures are providing more of these in the basic unit at a higher "base" price. Scamp seems to still be working off of a very basic unit that one chooses to add options to. That means Scamps average sale price per unit will tend to be lower than those manufactures that start out at $16k for the base unit.
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Old 07-29-2013, 09:37 PM   #60
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It would be interesting to know for sure. As time goes on, I suspect more buyers, in my demographic, will think of many of these "options" as necessities...like AC here in the south ($799 option). I suspect people, like yourself, who enjoy doing their own work and keeping things more basic, will continue to buy older models while people like myself will be the ones buying new units. At any rate, no matter how you get there, there is profit to be made and if the apparent trend continues to develop unanswered, then both sales AND profits will suffer as 'new' purchasers move on to other manufacturers.
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Old 07-29-2013, 10:36 PM   #61
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Floyd, great talking to you Saturday. You were VERY helpful! I changed my order with Allen today to the 2014, 13 foot standard with shower/commode and most every available option, minus the furnace (got the heat strip). Allen was very nice and accommodating and I got him on the first call. From what I have read on multiple sites, it is obvious Scamp needs some upgrading to accommodate the volume and customer service need(s). They have lost sales and angered many customers and potential buyers because they are behind the times in timely and effective communication and documentation of transactions. Perhaps they will see that people love their product, but it's time to review the way they are currently doing business...both from a customer service perspective as well as on their production side. Things like having a new trailer delivered to Oregon behind a TV, when they charge what they charge ($1,755 for me)...and then it being damaged by the driver who delivered it anyway vs turning around for a new one, is not right. They should come on a flat bed (as advertised) with everything in working order (minor occasional hiccups will happen, I realize this). I have had emails and PM's from new owners outlying several items that were broken or now working after delivery. More than you might think. I have lead customer service departments for several large companies and one the same size (family owned in rural PA), and each of them put customer service first. Combined with a good product, this is how one keeps their customers happy and grows their business in an effective manner. Someone mentioned 'thin' profit margins....no way! They are doing well and can afford to upgrade.
Go back and read post #46, You'll see my experience and opinion on the subject.If I were to advise them on customer service, it would be to to continue doing what they have for forty plus years and add E-Mail, twitter, facebook for those who are too timid to speak directly person to person...ONLY if they can do so without sacrificing the real and effective human contact which they now practice!
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Old 07-29-2013, 10:46 PM   #62
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They have added Facebook.
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Old 07-29-2013, 11:06 PM   #63
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Yup...had read it and am glad your experiences have gone so well, as have many others experiences I'm sure. I don't believe anybody is "too timid" Floyd but there is a trend here which many others have expressed, which were not as pleasant as yours. When you are purchasing an item worth several thousands of dollars a smart person wants to see what he is getting, specifically, in writing. In my experience, there was an inability to get this to me via fax or computer. I received it in the mail first. People's comments relative to their customer service, inability to "speak" to or receive a return 'call' from the parts dept, etc. I believe many of these posts reflect their, less than positive experiences, even with direct contact. Just like you have educated me on ordering a light on the back side of the camper, and have offered insight to others, we would not know about these things looking at their outdated literature, nor know to even ask. Like crank out windows. When you pull up the Cassita web site all options are listed with their prices. I also believe most posters love their product and are just trying to express what THEIR experiences have been in hopes that constructive criticism will reach the Evelands, in hopes that they make some modest changes in their procedures.
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Old 07-29-2013, 11:08 PM   #64
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Right Norm, but you can't communicate with them on it...I tried when I first tried to get my order down. It is just pictures of happy campers, which is great!
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Old 07-30-2013, 12:05 AM   #65
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If I had to guess I would guess that the "basic" camper models Scamp sells have much less profit than the more high end custom campers sold by Escape. Not that one is good and the other bad, just different markets at different price points. Chevy and Oldsmobile are both GM cars but the Olds has a better profit margin provided people are willing to pay for the "extra" features or options. If not they purchase a comparable more basic Chevy.
Oldsmobile is long gone!Perhaps you should have said "Cadillac"....
Your point is well made though.
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Old 07-30-2013, 01:16 AM   #66
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I think Carol raises two good points. Industry studies show a happy customer tells three people, an unhappy one tells ten. If it's just someone spending a small amount on parts for a fixer upper or someone making a major purchase of thousands of dollars, if the experience is not satisfactory it has long term consequences for a companies reputation.

As does not solving the little problems, such as those pesky door seals. They don't have to solve it but if I dropped 16k on a camper and had to replace the door seal every season I would consider that less than ideal. If I was looking to purchase a new camper later would it matter? It might be just enough to make it so I check out some other brands, instead of heading right back to purchase an upgraded model from the same company.

Floyd addresses the other side of the issue - does the company actually care about the customers and have the ability to provide good customer service. Having dealt with companies that frankly don't care or have the knowledge to provide customer service I don't think that is an issue with Scamp. Scamp does have that good mind set of personal service but is missing what you might call consistent delivery.

Technology is not really the issue. If you have an email address for customers you need to answer the emails that come in. If customer leaves a phone message at the parts extension they should expect a call back. Not answering emails or returning phone calls is never good customer service. It should not depend on reaching the "boss" or the right person to have a good experience.

Having a good product at a good price may keep them in business for a long time but there is a risk that those missed opportunities to create customer satisfaction will create problems, and with more competition in the FGRV market than there has been in years past could hurt their long term prospects.
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Old 07-30-2013, 01:52 AM   #67
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..... I also believe most posters love their product and are just trying to express what THEIR experiences have been in hopes that constructive criticism will reach the Evelands, in hopes that they make some modest changes in their procedures.
I love my 35 year old Scamp Was thrilled that the company cared enough to still offer the "old" decals at reasonable prices so I could make mine look like new (mostly umm maybe sort of, it's a work in progress!). Or was willing to look up what size rivets fit where on my old camper. I consider these to be good customer service.

I just hope that the issues that have cropped up from time to time get addressed so the company continues to be a success. It is my reputation on the line when I make a recommendation to people looking for a camper to check out a Scamp. I want to always be comfortable with that recommendation.

I don't care about at all about twitter, and only use facebook to keep in touch with family and old friends scattered around the country.
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Old 07-30-2013, 02:38 AM   #68
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Slightly off topic.
It can save you a big chunk of $ if delivered just short of Alabama. I'm Huntsville area and was going to cost about 30 percent more to cross Tn stateline for delivery not even 20 miles.. extended finsh time was what stopped me from pick at factory. I was planning the drive up. I was about 7-9 hrs away. Send me a pm I can give a pick up point in TN off of interstate 65

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Old 07-30-2013, 07:11 AM   #69
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Go back and read post #46, You'll see my experience and opinion on the subject.If I were to advise them on customer service, it would be to to continue doing what they have for forty plus years and add E-Mail, twitter, facebook for those who are too timid to speak directly person to person...ONLY if they can do so without sacrificing the real and effective human contact which they now practice!
I use E- Mail not because of a character flaw (timid) but because I do not have the time to call , be put on hold ,leave a voice message and receive NO reply . Calling over and over and getting NO response is crazy , frustrating and a waste of my time . I do not need human interaction with the parts guy ,"I need a part" . Whether we like it or not E=mail is the norm . I too would rather talk to a live person but when the other side of the conversation refuses to talk, it is an act of futility . It is Scamps job to cater to its customers not the other way around ( At least Scamp is an Equal Opportunity Employer they ignore both E-Mails and phone calls equally )

Steve Dunham
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Old 07-30-2013, 09:13 AM   #70
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Yeah basically it should be the seller trying to work hard to make a sale as easy as possible and take care of the customer not the customer working hard to make a purchase. lol

Can you imagine how frustrating it would be to make a purchase believing you had all the options considered only to find out after the purchase and delivery other common options that were available yet were not published or mentioned by the salesperson?
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