Welcome to my mini “Behind the Scenes” series on choosing a mobile RV repair technician! As a practicing RV tech myself, I hope this series educates and empowers you. Feel free to leave a comment sharing what you’ve learned with other RV owners. And on behalf of all independent techs, thank you for supporting us! To read other articles in this series, click here.

This is a risky article to write. I don’t want to come across as entitled, presumptive, defensive, or high-falutin’. I don’t aspire to be any of those things. To be honest, the title is a little tongue-in-cheek.

The purpose of this article is to help empower customers, not to seek empathy. The more you, the customer, understand about the business side of the industry, the “better” of a customer you can be. And since the best customers get the best service, I hope this information will help you get better, faster, and more reliable service. 

Without further ado, here’s the advice a mobile RV service technician wishes he/she could tell you.

No, You Don’t Need to Tip Me

Let’s be honest: In this country, tipping has devolved into the practice of hiding the costs of production by pushing them onto the end consumer. Hence why the federal minimum wage for a tipped employee is a laughable $2.13/hr, with the customers (or the business) expected to make up the difference to at least $7 and change. It’s a shiesty system.

Let’s not do that kind of tipping. So if you feel that your RV tech went above and beyond, and you want to give them additional compensation, by all means, go ahead (cash is king). But it’s a gift; it’s not expected. Don’t listen to any technician who tells you differently. We charge anywhere from $100 to $175/hr … we’re not expecting a tip for doing our job. 

I Appreciate When You Show Up on Time

RV technicians are often juggling 2-5 jobs per day. By the mid-afternoon, schedules are usually running amuck. Hopefully, the technician keeps you informed of their estimated arrival time. If so, they always appreciate when you’re able to show up on time as well. It makes the rest of their day much smoother, and it helps the customer scheduled after you as well. 

Most Of Us Are Backlogged, and We Know It

Camping season extends from Easter through Halloween in most of the USA, with peak season being Memorial Day through Labor Day. During peak season, service centers are often booked months in advance; many mobile technicians are booked out several weeks. There just aren’t enough quality repair facilities in the country.

Please don’t leave 10 voicemails. There simply isn’t enough time for most RV service technicians to schedule every phone call that comes their way. Instead, call 2-3 technicians at once. See who is available. Leave a short but detailed message (voicemail, text, or email) describing:

• The problem and all its symptoms
• Your preferred timeline on the repairs
• Your RV’s location
• How best to contact you
• Whether the work should be processed under warranty or not

Armed with this information, an RV service center will be better equipped to vet your situation and respond to your needs.

Some technicians will work late evenings or weekends. This sometimes comes with an additional fee. Ask ahead! 

Ordering Parts Can Take a While, and There’s Not Much I Can Do About It

Unfortunately, the RV industry is not particularly well-organized. Compare it to the residential construction industry, where almost all parts are available year-round at many local big box and home improvement stores.

In contrast, in the RV industry, most OEMs only work with distributors, and there are only a half-dozen or so larger distributors in the country. Warehouses are spread thin, so it’s common for parts to take 2-5 days to arrive on the circuit vehicle or 5-15 days for LTL shipping. Parts generally take longer to arrive during peak season as well (don’t even get me started on awnings). 

Buying RV parts online is a bit risky. Many times, online inventory counts are not accurate. Uncommon parts are often out of inventory, backlogged, or only available to be drop shipped. And some online resellers are unauthorized, meaning that OEM warranties are voided and technical assistance is not available.

>>> READ MORE: What Is an RV PDI Quality Inspection?

Custom parts, like awning assemblies or RV manufactured parts (tanks, control panels, cabinetry, etc.) are an absolute nightmare. It can take weeks or months to receive parts ordered directly from an RV manufacturer. And if the RV manufacturers shut down or go on a furlough (which happens every few years after a downturn), you’re just SOL.

Unlike in the automotive industry, where there are many private-label manufacturers, the RV industry often has single sources; only one company makes Widget X. And also unlike the auto industry, parts are often discontinued with little notice, little retail stock available, and relatively little inventory kept on the shelf for future repairs. If you have an RV older than 15 years, beware! 

Chances Are, I Like You!

Most mobile RV service technicians aren’t just here for the money or the flexibility; they legitimately enjoy helping customers. I don’t know a single successful independent technician that doesn’t take pride in a job well done and a customer well-served. RV customers can be some of the best in the world; technicians really do enjoy interacting with most of their clientele.

Please Check the Easy Stuff First

No RV repair technician wants to arrive on site and find a blown fuse or a tripped breaker. It’s a tough quandary: Do I charge the customer full price even though it’s a simple fix, or do I voluntarily discount my price because I feel bad for them?

Do everyone a favor and check the easy stuff before you call a professional. Take 5 minutes to check fuses, breakers, batteries, cords, etc. If you can find the issue yourself, you’ll make everyone happy!

Thanks for the Input, But I’ll Need to Do My Own Diagnostics

Nothing is worse than a customer who is 100% convinced they know what is wrong with their RV, and they just want a technician to perform the tedious manual labor. 

A technician cannot accept responsibility for a repair that wasn’t properly diagnosed and tested. You should expect that your technician will perform their own diagnostics and troubleshooting. Provide as much data and information as possible, but refrain from quoting YouTube or proffering your own suppositions. If you do have a worthwhile opinion, please share it, but don’t expect a technician to accept it at face value. Trust, but verify – that’s our motto.

On a related note, I advise you not to purchase parts in advance unless you’ve discussed this with the technician. 

If You Want to Fix It Yourself, Please Tell Me Ahead of Time

Some customers just need a mobile RV service technician to troubleshoot the issue; they want to take care of any parts replacement. Saves money, right?

That’s fine, but you need to inform the technician upfront before you schedule a service call. Some technicians are not comfortable with that arrangement, as they feel it exposes them to too much risk. Some may accept your suggestion with contingencies or only for certain simple repair jobs. Others will be happy to assist you over the phone (for a reasonable fee) if you’d like to do it yourself. 

Most Mobile RV Technicians Don’t Like Punch Lists

If you have a punch list of small-ticket items to be repaired like loose trim, a broken wall plate, a damaged cabinet door, stained carpet, etc., then please understand that many technicians prefer to tackle a handful of major issues rather than checking off a punch list of minor repairs. Between the different tools required and the random parts to be ordered, these projects often consume far more time than they are worth. So be sure to call ahead and ask if your technician is willing to accept this kind of work.  

>>> READ MORE: Post-Covid, Are RV Manufacturer Bankruptcies on the Horizon?

We Wish You Understood Your RV’s Warranty Policy

The RV warranty landscape is tough terrain. As a customer, you should understand your warranty coverage and your financial obligation for any portion of the service not covered. No one likes to be surprised by the final invoice!

RV Factory Warranties

Almost all news RVs sold by a dealership will come with a Factory warranty from the RV Manufacturer. The standard Factory warranty is 1- or 2-years (although recently some companies have launched hybrid warranties of 1-Year Limited/3-Year Structural). This is commonly called your “bumper-to-bumper warranty,” although that phrase is a bit misleading. It doesn’t cover nearly as much as you think, and the warranty may require that you return your RV to the dealership from where you purchased it or another dealership within their authorized network, even if it’s several hundred miles away.

OEM Warranties

The Factory warranty doesn’t cover everything in your RV. The coach has many OEM warranties that cover common third-party appliances, such as refrigerators, ranges, furnaces, air conditioners, shower heads, exhaust fans, windows, axles, etc. These OEM warranties are usually 1- or 2-years in length, too. The truth is that a lot of what breaks down in an RV is covered by its own OEM warranty, not the factory warranty you heard about at the sales dealership. It’s important to realize that liability is based on the root cause of the problem! There is usually some “finger-pointing” until one party accepts liability. 

Aftermarket & Extended “Warranties”

After the Factory warranty expires, many RV owners choose to purchase an aftermarket “warranty” or extended service plan (ESP) or extended service contract (ESC). These ESPs are available in multiple types, such as Exclusionary, Comprehensive, Powertrain Only, etc. These aftermarket RV warranties usually provide protection after the Factory and/or OEM warranties expire. Sometimes, your dealer may even offer you an ESP even when your RV is brand new, arguing that your premiums will be lower than if you wait until the factory warranty expires. However, most ESPs don’t offer double coverage; you must wait until your factory/OEM warranty expires before the Extended Service Plan kicks in.

There are many, many exclusions within most aftermarket warranties. Most have deductibles ranging from $50 to $500, with $100-$250 being the most common. Many do not cover mileage fees for mobile work. Some cap the allowed labor rate. Most will not cover anything ascribed to wear n’ tear or lack of maintenance: mechanical failures only. 

It is not uncommon for RV technicians to refuse warranty work. In these cases, you will be provided with a line-item invoice and description of the repairs, and you will need to seek reimbursement from your provider.  

We’re Good, but We’re Not Wizards

The build quality of most RVs has, shall we say, room for improvement. It’s not uncommon to buy a $100,000 motorhome only to realize that the front door won’t close without slamming. Yes, this is annoying, and it might wake up your partner, child, or dog. But as a technician, there’s only so much that can be done: lubricate the hinges, adjust the striker plate, and “persuade” the frame with a dead blow hammer. We can’t change how the door was designed or installed.

Sometimes, RVs are made with design flaws or subpar engineering that is not possible or practical to fix in the field. As a customer, you have every right to feel frustrated, but don’t take it out on the guy doing his best regardless. 

>>> READ MORE: Open Letter: An Apology for that Awful, Disgusting Sewer Hose

You Are Welcome to Watch and Ask Questions, But Please Don’t Hover

You have a right to know what, how, and why work is being performed. You paid for it, after all! Many technicians will invite you to witness any broken parts, inspect the final fix, and otherwise include you in the repair process (as they should). But nobody likes being stared at like the newest zoo animal. A technician will normally assume that if you’re hovering, that A) you don’t trust them or B) you’re looking for excuses to cut costs. If you’d like to watch because you’re just curious, just ask, and most technicians will be happy and relieved to oblige. We don’t mind showing off some of our knowledge, too!  

Loyalty Matters

We’re all human. We like to be trusted, to be picked first. Whether a technician wants to admit it or not, recurring customers usually get preferential treatment. And if you typically show up with a dozen donuts or a six pack, you’re almost guaranteed VIP treatment. A little flattery can go a long way!