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Old 09-16-2015, 01:36 PM   #1
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Horrible after sale service

I won't name names in this post because frankly I feel like I have no choice about where to service my brand new MH, but I'm curious if anyone has any experience getting their rig serviced (warranty repair type items) from a FR dealer other than the one they purchased from?

I've head three completely negative service experiences now, but I feel like I have no choice but to keep returning to the same place.

Any observations anyone else can offer?
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Old 09-16-2015, 02:47 PM   #2
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Short answer is you are free to go to any dealership that is authorized for warranty claims through Forest River. It's a manufacturer warranty not a dealership warranty.

Contact Forest River customer support for a list of authorized warranty repair centers around you.

Of course you'll have to drive to them, it's not their fault that your local dealership has poor customer service. Although Forest River might want to know that was well for when the next contract negotiation comes around.
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Old 09-16-2015, 03:02 PM   #3
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Good advice...thank you.
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Old 09-16-2015, 03:13 PM   #4
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Please Pm the last 5 of your VIN, your issues, The dealer you purchased from, and the dealer you are having service done with.
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Old 09-16-2015, 03:37 PM   #5
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I'm in the market for a new Forest River travel trailer. This kind of post has me worried, especially since it coincides with what the dealer told me when walking around his lot. Told me flat out that if I didn't purchase my travel trailer from them, they wouldn't service it. They service their customers first and if they can fit someone else in they will. Doesn't give me a warm and fuzzy feeling about post sale support - especially when dropping $30k on a home on wheels with only a 1 year warranty.
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Old 09-16-2015, 03:56 PM   #6
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Well, that sounds very familiar, but please don't take it as a reflection on Forest River. I'm thinking this is more of a dealership issue than anything else. I've bought two motorhomes from my dealership, the first one was a 2006 Coachmen. On that occasion they all but told be I'd get sub-par (and overly expensive) service if I didn't buy the extended warranty, especially when I told them I was going to purchase an off-market one.

On one hand, I understand that dealerships want to give priority to their "paying" customers before their other ones, but it felt almost like blood money and a lot of it was in the presentation.

I pitched a major fit with someone higher up at that dealership and basically told them I didn't ever want to deal with the finance person who conveyed this to me.

I would suggest you do some research on Google and just search for the dealership name and "review." Keep in mind that most people with positive comments to make aren't likely to post reviews, so they're going to be primarily negative, you just need to look for trends and how many of them there are.

In terms of buying something with the Forest River brand on it, I've really had nothing but positive dealings with them directly. I've even spoken, at length, with one of their top Sunseeker service people about several issues that were more informational than anything else -- where I just had a couple questions I didn't feel like the dealership could answer. Those two times the gentleman (Mike) spent a lot of time with me on the phone and answered everything I had to ask.

And, as you can see here, FR monitors these forums and gets involved when they need to. I genuinely feel like they want to make sure the customer experience with service mirrors the overall quality of the brand which is high.
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Old 09-16-2015, 05:08 PM   #7
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Quote:
Originally Posted by jeffreymhardy View Post
And, as you can see here, FR monitors these forums and gets involved when they need to. I genuinely feel like they want to make sure the customer experience with service mirrors the overall quality of the brand which is high.
This statement is not entirely correct.

We have a few FR employees, who chose (on their own) to be members here. There are very few brands that have reps as members here.
Rockwood, probably FR's best selling brand, has never had any rep as a Forum member.

There is no evidence that FR "monitors" this Forum.
Some of their employees may, on occasion, and could report to higher ups, about some issue or bad reviews.
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Old 09-16-2015, 05:10 PM   #8
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I stand corrected. All I can tell you is my own experience. I would also note that on two occasions I got private messages from staff who did not choose to comment on the public forum.
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Old 09-16-2015, 05:18 PM   #9
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Originally Posted by jeffreymhardy View Post

I've head three completely negative service experiences now, but I feel like I have no choice but to keep returning to the same place.

Any observations anyone else can offer?
With our previous trailer we had a couple horrible experiences with the service department where we bought it. I called the next closest dealer, told them issues and that I wasn't happy with the service from the other dealer and asked if they help. This place was a small family outfit and it was the middle of peak season. He said he had some new units to prep for delivery which was top priority and some other service jobs but they would do whatever they could to get it done. Took them 2-3 weeks to get parts and do the job, but I was much happier with the results.

Bottom line - you have nothing to loose calling some other dealers. Be honest - I didn't buy it from you, but now I regret dealing with XXX. Can you help me? Some will, some won't, but there is a good chance you can find a better option than your current one.
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Old 09-16-2015, 07:11 PM   #10
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I can't speak for any other division except Forest River Class C's- specifically sunseeker/Forester/ Formerly Solera and Lexington.

Brian (Now at Dynamax) monitors this page and so do I. We were not mandated by anyone to monitor this forum; we came here by free will just like everyone else. I offer advice when I can, get involved in service issues when needed, and keep people up to date on things going on in the factory.
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