Closed Thread
 
Thread Tools Display Modes
Old 08-02-2011, 05:19 AM   #71
JAYCO Representative
 
Wildcat Chris's Avatar
 
Join Date: Dec 2010
Location: Wildcat Plant - Elkhart, IN
Posts: 808
Good discussion here. I like the thoughtful posts I'm reading and appreciate this forum for what it provides to Forest River customers. I'm a factory representative for the Wildcat brand and know that Forest River reps absolutely read what's posted here -- good feedback/ideas as well as criticism (constructive criticism is both helpful and informative to our manufacturing process).

Looking forward to the ongoing discussion...
__________________

Wildcat Chris is offline  
Old 08-02-2011, 09:15 PM   #72
Moderator Emeritus
 
Join Date: May 2010
Location: Ontario, Canada
Posts: 801
If FR had a page on the owner's manuals about how to resolve issues (similiar to the automotive mfrs) folks wouldn't have to contact factory reps thru 3rd party websites.

I had a problem w/ the AM/FM antenna co axial cable (during the warranty period) & basically solved & fixed the issue myself. The dealer actually prolonged the resolution & wasn't "eager" to resolve the problem. It was after I paid for the repairs I used a contact number for FR from the forum, that I contacted the factory for reimbursement. The payment was quite prompt.
__________________

__________________
2017 Chevrolet K2500HD, Husky W/D hitch
2009 Rockwood 2106 Mini-Lite
Nights camped 2010: 21
Nights camped 2011: 17
Nights camped 2012: 8
https://inlinethumb45.webshots.com/3...600x600Q85.jpg
revrnd is offline  
Old 08-02-2011, 09:18 PM   #73
Moderator Emeritus
 
Join Date: May 2010
Location: Ontario, Canada
Posts: 801
BTW, this question is for the factory reps. Are you aware of FR surveying customers after the sale is made? I don't think anyone on FRF has ever been contacted asking them what they thought of their selling/servicing dealer or the RV that they purchased. I think that would goes miles in improving the quality of the trailers.
__________________
2017 Chevrolet K2500HD, Husky W/D hitch
2009 Rockwood 2106 Mini-Lite
Nights camped 2010: 21
Nights camped 2011: 17
Nights camped 2012: 8
https://inlinethumb45.webshots.com/3...600x600Q85.jpg
revrnd is offline  
Old 08-02-2011, 11:01 PM   #74
MovinSue
 
MovinSue's Avatar
 
Join Date: Jan 2011
Posts: 47
I was surprised to learn from a factory rep's post that "Forest River reps absolutely read what's posted here". MY factory rep, to whom I directed two specific emails discussing my need for warranty service in on my motorhome while 3000 miles from my selling dealer for 4 months, failed to reply to my concerns so perhaps he will read this Forum and learn of my extreme disappointment in FR factory customer service. These "needs" were not for fixing a crooked cabinet door or some trivial thing; I had a NON-Operating microwave oven (an eating issue) and a defective backup camera (safety issue). If FR sends out a survey, they are not likely to be pleased with my feedback.
__________________
"Some say that wine improves with age...I say that age improves with wine"

2013 Lacrosse 323RST TT
Towing Cassie the Dog, a privileged Bichon frise

Winters in FL--Summers in Northern CA
MovinSue is offline  
Old 08-03-2011, 10:57 AM   #75
GM
 
bclemens's Avatar
 
Join Date: May 2011
Location: Elkhart, IN
Posts: 7,090
Some reps "absolutely do" read the forums. But as with "owners" not every sales rep is computer literate. What email address did you use? I am the Northwest rep for Lexington, I know that I did not receive any request. Give me his email address, and if he still actually works here I'd be happy to walk over to his desk and smack him on the side of the head.

Quote:
Originally Posted by MovinSue View Post
I was surprised to learn from a factory rep's post that "Forest River reps absolutely read what's posted here". MY factory rep, to whom I directed two specific emails discussing my need for warranty service in on my motorhome while 3000 miles from my selling dealer for 4 months, failed to reply to my concerns so perhaps he will read this Forum and learn of my extreme disappointment in FR factory customer service. These "needs" were not for fixing a crooked cabinet door or some trivial thing; I had a NON-Operating microwave oven (an eating issue) and a defective backup camera (safety issue). If FR sends out a survey, they are not likely to be pleased with my feedback.
__________________
PLEASE do not send questions via Private Message. Post questions in the forum as a new thread so that other users can benefit from the answers. Use Private Messages for sensitive information only. Our owners manuals are available online and via iPhone/Android Apps. http://www.dynamaxcorp.com/OnlineManual.aspx
bclemens is offline  
Old 08-03-2011, 11:30 AM   #76
GM
 
bclemens's Avatar
 
Join Date: May 2011
Location: Elkhart, IN
Posts: 7,090
Quote:
Originally Posted by revrnd View Post
BTW, this question is for the factory reps. Are you aware of FR surveying customers after the sale is made? I don't think anyone on FRF has ever been contacted asking them what they thought of their selling/servicing dealer or the RV that they purchased. I think that would goes miles in improving the quality of the trailers.

I know we see "dealer" survey's. I'm not 100% sure if we do retail level surveys. I'll certainly pose the question though. We just recently started asking for email addresses though.
__________________
PLEASE do not send questions via Private Message. Post questions in the forum as a new thread so that other users can benefit from the answers. Use Private Messages for sensitive information only. Our owners manuals are available online and via iPhone/Android Apps. http://www.dynamaxcorp.com/OnlineManual.aspx
bclemens is offline  
Old 08-03-2011, 12:44 PM   #77
Here to Help
 
Join Date: May 2008
Posts: 437
I can honestly tell you that I've surfed this forum for some time and tried to help customers. I've been reluctant to identify myself as a factory rep due to a bad experience. I once tried to help a customer only to have that person post a very nasty view of me. We resolved that person's issues and he still leaves the negative post for everyone to see and has not updated the story. I have found that some issues are better discussed on the phone than over email. I will continue to help people when I can. "Reps are people too".
__________________
SabreSam is offline  
Old 08-03-2011, 06:07 PM   #78
Senior Member
 
Join Date: Jun 2010
Location: South Louisiana
Posts: 338
Quote:
Originally Posted by SabreSam View Post
I can honestly tell you that I've surfed this forum for some time and tried to help customers. I've been reluctant to identify myself as a factory rep due to a bad experience. I once tried to help a customer only to have that person post a very nasty view of me. We resolved that person's issues and he still leaves the negative post for everyone to see and has not updated the story. I have found that some issues are better discussed on the phone than over email. I will continue to help people when I can. "Reps are people too".
I definitely understand what you are saying. I would hope that most on the forum would realize that the Reps are here to help. I to have tried to help someone, only for me to get a response that was pretty poor. I am just another camper here to help. You as a rep can even be a bigger help if the customer approaches fairly. I often see people post negative comments and when I look at the number of times they have posted, it is often in the single digits. They have come here to vent, which is ok, but if a question is asked of a rep, it should be done in a civil manner. Once the rep responds, the OP needs to respect that answer. Can you please all the people all the time? Heck no. Some people are just born to complain, some have just come to whits end, some are frustrated, some are happy. Please don't give up. Most of us read through the negativity and move on, I know I do. I hear people's pain on those major problems that are difficult to fix. Heck I wouldn't want to send my TT back to the factory for work! Please hang around and help, if someone comes back in a poor manner, click the explanation mark and report the post. Hopefully a moderator will review it and remove it if it is offensive. Glad to have you posting!
__________________
Kirk, KN1B
2013 Cardinal 3800FL
2009 GMC 3500HD CC LB SRW
kbrown1075 is offline  
Old 08-03-2011, 06:33 PM   #79
Senior Member
 
Join Date: Jun 2010
Location: Ontario
Posts: 719
Well said Kirk ! Some people just want to complain and not hear anything which might actually help them ....

I wish Surveyor's corporate stealth reader would come out of hiding I have been told that they do indeed monitor this forum Not all of us have a negative attitude for sure
__________________
2009 Ford F-150 XLT/XTR 5.4l, CrewCab. long bed
2011 Surveyor SV-291
Goomph is offline  
Old 08-03-2011, 06:36 PM   #80
MovinSue
 
MovinSue's Avatar
 
Join Date: Jan 2011
Posts: 47
SabreSam; I get that. It is not right to characterize everyone with the poor performance of a single person nor is it right to "beat up" on reps who try to help but for whatever reason comes up short in the customer's eyes. I have privately messaged bclemens as he said he would whack my Factory Rep upside the head. There is no need to personalize issues--if a rep is not competent, it will eventually be revealed to management and/or the customer can always escalate the matter. I am glad that you have not been so burned as to not want to help anyone anymore. The damage to the company name, however, cannot be quantified.
__________________

__________________
"Some say that wine improves with age...I say that age improves with wine"

2013 Lacrosse 323RST TT
Towing Cassie the Dog, a privileged Bichon frise

Winters in FL--Summers in Northern CA
MovinSue is offline  
Closed Thread

Thread Tools
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off
Trackbacks are Off
Pingbacks are Off
Refbacks are Off



» Virginia Campgrounds

Reviews provided by




ForestRiverForums.com is not in any way associated with Forest River, Inc. or its associated RV manufacturing divisions.


Copyright 2002- Social Knowledge, LLC All Rights Reserved.

All times are GMT -5. The time now is 08:40 AM.