Russ Saputo has been in the service business all his life, running everything from beer distributorships to fast food restaurants to motorcycle dealerships. So when he told us Emerald’s brand of service ranks a cut above any he’s encountered, it was something we had to share.
He and wife Leeann bought their coach, a 2016 X3-45, from Liberty Coach of Florida where they had gone to shop for a replacement for their first Prevost, a 2001 Liberty. He liked what he’d seen of the Emerald on Liberty’s website, and upon checking it out in person was impressed enough to buy on the spot.
On the trip back north to Michigan, the bus broke down near Chicago – at 2:00am. Enter the Emerald service team.
“I called Gus (Garrison, Emerald service manager), and he was there to answer the phone,” Russ told us. “If he wasn’t, I had John Walker’s phone number, too. Anyway, Gus told me what to do to get back on the road. Two days later, he’s on an airplane flying to Michigan to put in a new alternator. It wasn’t even their fault – it was a Prevost problem – but no matter. He had the alternator shipped to us and flew up to put it in himself.”
That kind of service commitment was a game changer for Russ. “As anyone who’s owned any vehicle with a motor knows, service issues will come up,” he said. “What’s most important is how the manufacturer handles them. And time and time again, Emerald responds with a brand of service that’s far superior to any I’ve experienced.”
It’s especially important considering how heavily Russ and Leeann rely on their coach, for both business and pleasure. The couple owns Harley Davidson dealerships in Colorado and Indiana and routinely use the Emerald to travel between the two. It’s also the vehicle of choice for their 11 grandchildren on vacations from the Colorado Rockies to the Northwoods of Michigan. That’s a demanding schedule by any measure, with no room for downtime.
“My Dad once told me that when it comes to buying cars, a salesman will sell you the first one, but service will sell you the rest,” Russ said. Needless to say, he feels the same way about coaches – and Emerald in particular.