Problems with ordering from SCAMP plus delivery issues - Page 6 - Fiberglass RV


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Old 07-30-2013, 10:37 AM   #71
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Originally Posted by steve dunham View Post
I use E- Mail not because of a character flaw (timid) but because I do not have the time to call.....
Steve Dunham
I often find the exchange of emails provides the information that makes a phone call more productive. Both parties enter the phone conversation with the information such as required model numbers or researched answers to specific questions. With the advantage of having tackled the email on ones own schedule.

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Originally Posted by Dakota View Post
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?
Like it or not many people research purchases online. Most folks have a budget and probably some idea of important features they want. Not being able to find out from the web site if product is in my price range with the features I want is counter productive.

Not to mention a list of options and prices offer the potential for customer to start a conversation about what is this option and why do I want it. And we will read every single item in a list of "goodies" we might purchase.

What is this LED lighting option? What does it do? Why is it worth $290? This is a conversation sales people really like to have.
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Old 07-30-2013, 10:46 AM   #72
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That's right Dakota...I still wonder if I am missing something. If not for these forums I wouldn't have known crank out windows were an option at no cost or, I could get a light on the hook up side of the camper.

Roget Dat...well said!!

Darrell...I actually asked about delivery in Tennessee as it was a different zone. All it saved was $200 ( $1,550 vs $1,750). It wasn't worth a 5 hour drive for $200. Was there a bigger difference for you and what was your delivery cost?
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Old 07-30-2013, 11:25 AM   #73
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Originally Posted by steve dunham View Post
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
I've have never had the problems you've had.
I have always gotten prompt responses with a phone call.
Scamp has always been competitive in price too.
My only real complaint is the high cost of shipping parts from what amounts to the middle of nowhere, no... the farside of nowhere!
I hear they have to pipe-in daylight!
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Old 07-30-2013, 11:43 AM   #74
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Originally Posted by floyd View Post
I've have never had the problems you've had.
I have always gotten prompt responses with a phone call.
Scamp has always been competitive in price too.
My only real complaint is the high cost of shipping parts from what amounts to the middle of nowhere, no... the farside of nowhere!
I hear they have to pipe-in daylight!
Your experience clearly shows they know how, and half of my dealings with Scamp mirror yours. Once the operator understood I had been trying for awhile to get some information I got moved to the "right" person and got good service. It's that initial frustration with getting the good service that creates problems.

On that shipping cost. It's a near monopoly by Delta airlines that makes all of MN very expensive for air shipping and air travel. They do 80% of the air traffic, anyone tries to compete Delta drops the price to a loss in order to drive the competitor back out of the market.

People used to save hundreds of dollars flying to MN. by purchasing a ticket to LA with a change over in MN. Just never boarded the outbound flight from MN to LA. Thats right a ticket all the way to LA was hundreds less than the same flight to the half way mark in MN on the same airline.

If you call scamp, and your items are small enough they may be willing to ship US postal which is much cheaper way to get a bag of rivets and some snap caps. That for sure.
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Old 07-31-2013, 08:15 AM   #75
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I bought a Casita because of the bad reports of Scamp. Casita goes out of the way with customer service. If not too late, call Casita.
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Old 07-31-2013, 10:15 AM   #76
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I bought a Casita because of the bad reports of Scamp. Casita goes out of the way with customer service. If not too late, call Casita.
Seriously, I found the opposite to be true, When inquiring about a Patriot they practically argued against it. and were not forthcoming with information.
Fortunately, I found Scamp's great product and enthusiastic service.
The Deluxe Scamp is beautiful, unique, and custom built with lots of options, whereas the Patriot offered very few choices.
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Old 07-31-2013, 10:46 AM   #77
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I think Gary was discussing customer service vs features. Floyd's experiences have been outstanding, several others, not so much. Many of us more recent purchasers hopes it just improves...that's all. "Enthusiastic" would not be my experience...it's like pulling teeth to find out what is available as an option both in their brochure and in discussion over the phone. The Casita site and ease of communication with them BOTH over the phone and email is better. Scamp, better product factoring in cost...my opinion thus, my recent order. Even with delivery costs. Still in the working world with limited time off, I would rather take the week it would take me to pick up my Scamper going on vacation with it
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Old 07-31-2013, 12:18 PM   #78
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Originally Posted by floyd View Post
I've have never had the problems you've had.
I have always gotten prompt responses with a phone call.
Scamp has always been competitive in price too.
My only real complaint is the high cost of shipping parts from what amounts to the middle of nowhere, no... the farside of nowhere!
I hear they have to pipe-in daylight!
I suspect the difference may be Floyd that they have your number show up on the display on their phone reading "Very Special Customer" when you call. As it should be

LOL dont complain about the shipping costs though!! You dont want to know what they charge to ship to Canada. Why so high is a little strange as I do order a lot of items out of the US from other companies and Scamps shipping costs are well lets just say off the map. I have taken to having them ship items to friends in the US.

Scamp has done a lot of updating to their marketing in the 6/7 years I have been dealing with them - perhaps to much as the promptness of answering calls or emails has in my experience fallen off at the same time. They now have an online parts department, email, 1-800 number and a nice new website as well as Facebook - all good stuff and nice to see them keep up with the times but if they dont have the manpower to respond/deliver then its pretty well wasted money and it will/has cost them more potential customers than I suspect they are aware of. It is a common complaint heard here over and over of late & more often than not by someone who is/was thinking about buying one of their trailers new.

Scamp makes a *great* product for its price point. I love my Scamp & I have put a lot of miles & days of use on my trailer & the fact that it has stood the test of time, speaks volumes to the quality of what Scamp is building. Scamp is also by all accounts (or at least from what I have read here) very good at fixing any issues that may come up in regards to trailers under warranty whether they do the fix themselves or send the party off to another RV shop to have it done. All good stuff but one would have to be wearing pretty dark sunglasses to not realize they are in fact losing potential new customers due to the lack of prompt communications & slowness in making changes to their product when they know their customers have had issues with some aspect of the trailer for years, all be it small items - the door gasket & the old style of fresh water filler cap that the tab breaks off on often & cant be locked are examples of that. Those two items come up time and time again here so it suggests to me that no one at Scamp monitors this board to see what issues the end user might be having with their product and fix them. Pretty sure their competition does
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Old 07-31-2013, 12:24 PM   #79
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Very well and thoughtfully said Carol. LED lights too.
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Old 07-31-2013, 12:47 PM   #80
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What???? Are you suggesting that they have advanced to Caller I.D. as well Hoodathunkit?????

Me thinks that as long as they are selling all they can build, that they may see little need to change their business model.

And after only 40 years in the biz I am sure that they are weighing the cost and risks of expanding to quickly.....
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Old 07-31-2013, 01:32 PM   #81
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I'll be heading up to Duluth in a few weeks for a little get away and stop in Backous on way to check out the factory, campers and meet with my salesperson. I'm excited to finally see a Scamp up close and will ask lots of questions and address the concerns that have been expressed in the forum. It's a big purchase/investment and that trailer whatever brand it will be will get quite the use!

Prior to leaving I'll send some smoke signals and phone my salesperson to set up a time and see if they have the floor plan and model there I'm interested in looking at.
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Old 07-31-2013, 03:04 PM   #82
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Just going to mention that Escape will make a 13' occasionally, from what I've read! They just don't have it on their website anymore. They're further away from you and I have no doubt delivery would be just as expensive if not more so.

Before we found our used Escape I'd called both Scamp and Casita for brochures and info, and Scamp did give a very "used care salesman" vibe. Casita was able to respond to emails, and did quickly!

Good luck, may your trailer turn out exactly like you want!
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Old 07-31-2013, 03:28 PM   #83
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Quote:
Originally Posted by Bob Miller View Post
What???? Are you suggesting that they have advanced to Caller I.D. as well Hoodathunkit?????

Me thinks that as long as they are selling all they can build, that they may see little need to change their business model.

And after only 40 years in the biz I am sure that they are weighing the cost and risks of expanding to quickly.....
dont know Bob .... I may have gone to far with the suggestion they now have caller ID!

Are they in fact selling all they can build all year round? What kind of delv dates are they currently projecting on an order placed today? Jan? as one of their competition currently is?

Yup your right you wouldnt want to rush into anything to big in regards to changes - it might be risky for sure! might take a few meetings and start sliding into duck hunting season
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Old 08-02-2013, 02:26 PM   #84
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7 years ago when we were buying our first fiberglass camper we went to both Scamp and Casita and ended up going with Casita because of their customer service. We could not get straight answers from Scamp on a lot of things and just felt more comfortable ordering a custom built trailer from Casita. Scamp builds a nice trailer and has tried to update their website and some parts of their business but they just don't seem to have the know how to run it. They have made very few upgrades in their trailers over the years. They act like they are stuck in the 1980's. Do they have LED tail lights yet? They missed the perfect opportunity when their building burnt down to start completely over but just picked up where they left off.

We have sold our Casita and are now having a Escape 19' built that is in production right now. The whole purchase and build has been done with 2 phone calls and 47 emails by my choice. I don't need to speak to them about every little question on the phone but they would be happy to if that was my choice. Every email has been answered the same day regardless how late it is when they have to get back to us. Their customer service is way over and above what I would have expected. They are not the cheapest but build a quality product at a fair price and like the old saying goes, you get what you pay for. When you consider the resale value of their trailers they are not that much more.

Scamp should take a look at their competition as an example of how to do it right before its to late and step up their customer service because its only a matter of time before it catches up to them. No business can survive forever without staying up with the times. Look at companies like Zappos and Amazon who build their business on customer service. I would have to say that Escape has followed this model thus why we do business with all three.

By the way, I just returned a pair of shoes to Zappos this week that were 5 months old that developed a problem and they paid for the return freight, I received instant credit and got a nice thank you for my business and sorry you had a problem. I love that company and tell everyone I know!

I also tell everyone I know when we have had a bad experience with a company.
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