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Old 10-25-2013, 10:50 AM   #31
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Originally Posted by IndyCamp View Post
We are having the same issue and also with cabinets.

We took it into the dealer on 8/26 for damaged cabinets. The dealer inspected it, took pictures, and submitted it to FR as a warranty claim. The claim was approved and now the dealer is still waiting on the parts. It's been two months and still we wait.

The service manager at the dealer was told by FR that our unit is a 2013 and the cabinets on the 2014s are different so they have to wait until the end of this production run to make us a new cabinet.

That is crazy to me. I am used to service in the auto industry where dealers can get any part they need within a couple of days at the most.

We were told that if we call the FR Warranty Department ourselves and raise hell, it might be quicker. It's ridiculous that I should even have to do such a thing.

Fortunately, the cabinet issue is not keeping us from using the camper and we have taken several trips in it with the cabinet damaged.

We LOVE the trailer and the overall quality is fine. This is not enough to make me not consider FR in the future, as I have heard similar stories about every manufacturer. It seems to be the norm in the industry, not just with FR.
I have to be on FR side on this one. If you get a chance tour the factory. At that point you will understand what they said. Each week they change models that are produced. If they do a Rookwood line, they put out 35 units per day. They have the vendors send them the pieces that they do not make. It is stacked all over there lot for that weeks production. How can anyone expect FR to stock every item and keep it in inventory. You would need a football field size warehouse stacked top to bottom. So what happens? They wait until they run that line again and get the part then. Everything is set for the model being produce. You just can not stop production to make a certain part that is different from what they are producing. It takes time to reset everything it's not hand made the only hands that touch things are the people who press the buttons in production and the line that install them. If people took the factory tour, You get a good grasp on how things work. People get a pretty good bang for the buck. I have dealt with the parts department it is difficult I agree but they always seem to come through. I also would think that this happens at the vendor line also who supply them. It's even worst when they change something in the line then it really takes time. Why do they change layouts and colors, it is because they listen to the consumer and try to please and what they are looking for. Now that's good business......

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Old 10-25-2013, 11:56 AM   #32
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Maybe I'm lucky, or maybe all the foot work I put into the issue I ran into paid off. I goofed and broke the front baggage door on my Prime time fifth wheel (note to self, or anyone else, CLOSE THE TAILGATE after putting recycles into container..). I decided to push through an insurance claim and the longest wait was getting the insurance adjuster to setup the claim.

From the time we got the order for the door through to Prime Time to the doors arrival at my dealer (in Hamilton, Ontario Canada no less) was about 3 weeks. All the while the parts person at Prime Time kept me in the loop so I knew how things were progressing.

I can't say enough about Prime Time's level of customer service, it seems to be in short supply from other manufacturers, as I have heard and read so many stories just like this one.

Be vocal, be that squeaky wheel; perhaps that is what it takes to keep the manufacturers and by extension dealers on their toes.

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Old 10-29-2013, 01:22 PM   #33
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UPDATE: Continued poor customer service from Forest River

We were to pick up our rig today from the repair shop (shop was awesome with approx 24 hour turnaround time) but when the paint was dry and the shop went to apply factory decals this morning they discovered that Forest River had sent the WRONG decals so the job could not be completed.

The bill of lading had all the correct parts listed but the wrong pieces were shipped. Coincidence? Or payback for getting a manager involved when they wouldn't stop dragging their feet?

Forest River has now agreed to express ship the correct decals immediately with no runaround. At this point I'll believe it when I see it.

The folks at the shop have told me that they have many, many Forest River rigs on their back lot which have been waiting weeks and months for parts. "Are they the worst on parts?" I asked. "Yep," says shop guy. But since they are so huge, they are the 800 pound gorilla of the business, and we all know what an 800 pound gorilla does. ANYTHING HE WANTS. Including erasing the phrase "service after the sale" from his vocabulary.

Anyhow, HOPEFULLY the correct decals will arrive tomorrow or the next day. In the meantime, the shop returned our rig to us today and are coming to the park to complete the job. Again, no complaints with the shop -- they have been more than accommodating.

I'll update again either way so that everyone can know how (or whether) this gets resolved.
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Old 10-29-2013, 01:54 PM   #34
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. Second, they said that their mailroom is five days behind on shipping things out. In this economy, this is an easily solvable problem as there is no shortage of workers who could be hired so that customers can get their orders within a reasonable period of time. (Or, at the very least, they should be springing for some overtime and weekends with their current staff until the backlog is cleared). That's what you do when you actually care about customer satisfaction anyway.

Caring about your customer is the KEY!! I worked for a large corporation for 20 years...I know the corporate b/s. Overtime...problem. Adding/replacing employees...problem. The answer is managers holding employees responsible for their actions and leading by example. It is hard to get "good" employees in any economy...not saying this IS the problem, but I am sure it is a part of it.
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Old 10-30-2013, 05:51 PM   #35
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FINAL UPDATE: Decals came, collsion damage repair is complete, stress is done. So glad that ordeal is over!

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customer service, delay, factory, parts

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