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Old 06-03-2015, 02:05 PM   #11
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My dealings with Forest River in Elkhart has been 100% by phone and 100% satisfactory. I actually said to myself....now there is a group who cares about their customers. I wish the same could be said for their authorized service providers
Same here. They towed my 5th wheel from Utah to Ind. and back for some structural repairs. The repairs were actually made by a shop that FR contracts with which is right next door from the impression I got. Great communication with not only FR but with manager of repair shop who id'd some additional issued with the Frig that we hadn't even noticed and they repaired them for free. They even sent pictures of the repairs as they were being made.
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Old 06-03-2015, 02:07 PM   #12
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I don't have a problem with the customer service people. It's the quality of the "Chinese stuff they use. Such as Captain Seats, Sleeper couch, and the Euro Chairs. Terrible quality.
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Old 06-03-2015, 02:50 PM   #13
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I had great service at Elkhart. They had to rebuild the complete body frame and replace all walls. Did everything and some extras and returned it to me at a nascar race I was attending. I delt with jerry and give him a thumbs up.
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Old 06-03-2015, 03:02 PM   #14
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Forest River customer service

I have mixed interactions with the customer service. When we first looked at our Sunseeker 25TS and sat at the dining room table it was much too high. The dealer said no problem they can cut the post to make it the correct height. The part they cut off was tapered so it no longer fit in the table recess. Dealer said they could do no more.

I contacted FR customer service they were very friendly and said they would send the to correct post. In about 10 days the new post was received. It was completely the wrong post. Contacted customer service again and they sent me a new post. It was the right diameter but they also cut off the tapered end. I finally decided to taper the end myself which was a great deal of work but it now fits OK.

I tried to have the the motor home keys copied, but no one had the correct blanks.

I contacted customer service and they quickly sent me the several blanks so I could have new keys cut.

I told them about the abominable service I received from the dealer. My unit was not checked out at all before it was delivered to me.

One wheel cover was rotated so the valve stems were inaccessible.
The wheel covers were broken and needed riveting.
None of the tires were at the correct pressure, two of the 40 lbs under. These where the rear inside ones.
The Sunseeker came with two defective coach batteries and had to be replaced.

Unfortunately I live a little more than an hour from the dealer and he would not authorize anyone else to do the work.

I reported all of this to Forest River and received no response to these problems.

Papakilo
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Old 06-03-2015, 03:23 PM   #15
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FR Service

I have had excellent service both from my dealer and from Forest River. Forest River has replaced the entire side of my 20SS Trailer and have done additional work both locally and in Indiana.

I have nothing but good things to say about Forest River and will continue to buy Forest River products.
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Old 06-03-2015, 03:49 PM   #16
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My dealings with FR factory service is the only way my coach was ever fixed correctly! I have a 2010 Cedar creek that had a list of warranty issues, and after dealing with 4 of the local dealers trying to fix my coach (and not even close to my satisfaction) I took it back the factory, and not only was my list fixed better than any local dealer by me they did a ton of little things to just make things better for all. I have also dealt with my cousin with his Fleetwood MH and have been back to that factory a number of times and they are the best also. All factory people know the coaches inside and out, they have all the parts right there, they can do work most any dealer would never touch. If you can always go back to the factory!
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Old 06-03-2015, 03:55 PM   #17
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Forrest River customer service

Customer service is a difficult issue for any company because it's "ALL ABOUT THE PEOPLE". They need feedback, both good and bad, so they know who is doing the job right and who isn't. Every company tries to put their best foot forward (even though it sometimes doesn't look that way) but they are only as good as the contact point. If you have unsatisfactory dealings with one person, ask to speak to his boss. Keep going up the chain until you get the right answers and solutions. The right person will always work with you and their dealers to make things right for you.
There is never a reason to accept poor workmanship or misleading information.
Your situation is outrageous but there is somebody there who cares about the company and its reputation. You just need to find that person and deal with him or her. The squeaky wheel gets the grease! Always!
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Old 06-03-2015, 04:59 PM   #18
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Seems like a lot of warranty issues. When I spend a lot of money on a piece of equipment I don't feel I should have to deal with Customer Service on quality issues. Build a Quality product and I won't need to call Customer Service.
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Old 06-03-2015, 11:31 PM   #19
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Called FR today and talked to Mitch in the Berkshire DP division. He answered all my questions I had, and he even followed up with an email. Great customer service and very much appreciated.
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Old 06-04-2015, 07:04 AM   #20
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Seems like a lot of warranty issues. When I spend a lot of money on a piece of equipment I don't feel I should have to deal with Customer Service on quality issues. Build a Quality product and I won't need to call Customer Service.

When you're following a thread about warranty issues you will hear from people with issues! That doesn't mean there are a lot of issues. I've had two issues in three years--one was a control board on the AC. Dometic replaced it--end of issue. The other was a problem with the radio. Magnadyne replaced it--end of issue. Both contacts started with FR customer service and they were excellent (specifically April Conner). My experience is that FR has built a quality product and provides excellent customer service.


2012 Forest River Sunseeker 2300 Chevy
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