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Old 03-30-2016, 09:23 PM   #1
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Horrible Forest River Warranty Customer Service

Long story short I took my new Forest River Surveyor 240RBS in for warranty work after owning the trailer for 85 days (12/21/16). Issues included shower door that hits bottom of shower frame hard to close, slide out leaks on both sides of slide, leaking toilet, led awning lights quit working, and dinette table made too small to properly fit on supports when used as a bed.

Dealer didn't file paperwork to warranty till 2/21/16. Around 3/16/16 dealer started work on issues and pretty much had them all fixed that week. However, the only item left was the shower door that Forest River won't approve the fix for.

When Forest River approved the repair for the shower door issue they thought it was just going to be an adjustment. Well, the technician looked at it and he basically determined it was the door frame or shower door that was out of square and no adjustment can be made to fix the issue. I pretty much came to the same conclusion when I tried to adjust the door before taking it to the dealer. So, to fix that the shower enclosure needs to be rebuilt. Well Forest River didn't agree and they wanted proof so they had the dealer take lots of photos. Forest River says they can't see the issue and keeps denying the claim.

Well, it is hard to see this issue sitting at computer several hundred miles away. Why don't they trust the technician assigned to work on the damn door? Customer is left in the middle between the dealer and manufacturer arguing over whether there's an issue or not.

I sent an email to Forest River Warranty department expressing my dissatisfaction with how they are handling the issue. At this point I know my dealer would get the issue fixed right away if they approve what needs to be done. The warranty representative basically told me they now want the vendor to inspect the shower which would include dealer disassembling the shower frame/door, have the dealer ship it to the vendor, the vendor would then inspect the parts, most likely determine issue from factory, new parts made, then shipped back to dealer to fix.

No telling how long that will take. Trailer has been at dealer 3.5 months right now. That's going to add at least another month or two if I'm lucky. It's going to be at the dealer for more than half of the first year of warranty. I'm also losing about $800 a month by not being able to utilize the trailer. I travel for work, so staying in hotels instead of in my trailer.

Anyone have a contact for a higher level representative in Forest River that can help me? I'm pretty sure I burned the bridge with the contact I've had with my last email to them.
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Old 03-30-2016, 09:34 PM   #2
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Send an pm to frog Bob he may be able to assist you getting in contact with the right person.
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Old 03-30-2016, 09:45 PM   #3
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You wrote "I sent an email to Forest River Warranty department." Did you send an email directly to the people who handle warranty for Surveyor?
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Old 03-30-2016, 09:50 PM   #4
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Originally Posted by Mr. Dan View Post
You wrote "I sent an email to Forest River Warranty department." Did you send an email directly to the people who handle warranty for Surveyor?
Yes, if you follow all the contact us links on their website you can select the warranty/service person that works on your model of RV. From there it was several emails back and forth over the last 2 weeks.

Forest River RV Contact Us - Forest River, Inc.
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Old 03-31-2016, 02:04 PM   #5
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Where are you located? If you are reasonably close to the factory, they "MAY" allow you to stop in, with an appointment, and they would look at it themselves. The have done many repairs at the factory and usually do some "extras" for you for your troubles. A friend of ours drove from Ontario Canada and was treated very well. Need to make phone calls, emails are not that grate.
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Old 03-31-2016, 02:55 PM   #6
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Go to the factory or sign up for the Goshen Rally in Aug, The problem will be taken care of.
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Old 03-31-2016, 03:10 PM   #7
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Not 100% sure if this is still valid, but contact Susan Thornberg at Forest River Surveyor/Rpod Division You can either call her at 574-642-3119 Ext. 205 or email her at sthornberg@forestriverinc.com. She oversees Service and Warranty.


If nothing else, contact Bob Byrne-- info is at www.forestriverfrog.com
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Old 03-31-2016, 03:27 PM   #8
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memsu,
I sure hope you get your problems straightened out. Things like this can be very frustrating.

I realize you have concerns with how the 'factory' is handling your issue but I do have to point out a few things that possibly have gone overlooked.

One... you said you dropped off the unit to the dealer on 12/21 and that he didn't submit warranty work until some 60 days later on 2/21. I'm wondering what that hold up was? Why would they make you an appointment to drop off your unit and not submit a warranty review until so much later? Maybe if they had looked at it in a timely manner you wouldn't be up against the wall you are now?

Two... you mentioned the 'factory' approved what they thought was just going to be an adjustment to the shower door (and approved that) but bulked when they found out it was going to take more than that. Who informed the factory (and when) that it was just going to need an adjustment? Sounds like maybe the dealer tech didn't understand what it would take to fix it. In the factory's defense, they approved a repair and then it sounds like the dealer went back to the factory and said... oh wait... that didn't work... we need to replace the shower. I would bet this is the reason they now need proof. They got the run around from the dealer the first time and paid him to make adjustments that didn't fix the problem.

Reading between the lines, it 'appears' your dealer may not be doing you any favors.
Sounds like some of this frustration needs to be directed towards the dealer.
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Old 03-31-2016, 03:44 PM   #9
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Funny as I had a similar issue and had it fixed by FR techs at the Rally last year. Something fishy here. Sounds like dealer may not know how to correct. Later RJD
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Old 03-31-2016, 03:45 PM   #10
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Quote:
Originally Posted by memsu View Post
Long story short I took my new Forest River Surveyor 240RBS in for warranty work after owning the trailer for 85 days (12/21/16). Issues included shower door that hits bottom of shower frame hard to close, slide out leaks on both sides of slide, leaking toilet, led awning lights quit working, and dinette table made too small to properly fit on supports when used as a bed.

Dealer didn't file paperwork to warranty till 2/21/16. Around 3/16/16 dealer started work on issues and pretty much had them all fixed that week. However, the only item left was the shower door that Forest River won't approve the fix for.

When Forest River approved the repair for the shower door issue they thought it was just going to be an adjustment. Well, the technician looked at it and he basically determined it was the door frame or shower door that was out of square and no adjustment can be made to fix the issue. I pretty much came to the same conclusion when I tried to adjust the door before taking it to the dealer. So, to fix that the shower enclosure needs to be rebuilt. Well Forest River didn't agree and they wanted proof so they had the dealer take lots of photos. Forest River says they can't see the issue and keeps denying the claim.

Well, it is hard to see this issue sitting at computer several hundred miles away. Why don't they trust the technician assigned to work on the damn door? Customer is left in the middle between the dealer and manufacturer arguing over whether there's an issue or not.

I sent an email to Forest River Warranty department expressing my dissatisfaction with how they are handling the issue. At this point I know my dealer would get the issue fixed right away if they approve what needs to be done. The warranty representative basically told me they now want the vendor to inspect the shower which would include dealer disassembling the shower frame/door, have the dealer ship it to the vendor, the vendor would then inspect the parts, most likely determine issue from factory, new parts made, then shipped back to dealer to fix.

No telling how long that will take. Trailer has been at dealer 3.5 months right now. That's going to add at least another month or two if I'm lucky. It's going to be at the dealer for more than half of the first year of warranty. I'm also losing about $800 a month by not being able to utilize the trailer. I travel for work, so staying in hotels instead of in my trailer.

Anyone have a contact for a higher level representative in Forest River that can help me? I'm pretty sure I burned the bridge with the contact I've had with my last email to them.
1. I would be very concerned with the proposed process. If it was installed out of plumb, that will not be seen by removing the door. It seems too likely the parts will be sent back to the maker and they will say the parts are all fine. That gets you nowhere. If the parts are out of square, perhaps that will solve it. I realize that's the process FR is insisting on. Are there measurements and photos you can take to prove it's out of square or plumb? Top to bottom, side to side and diagonal across all items? If a door frame were out of square, one could prove it with a tape measure.

2. After purchasing our MH, we received a personal letter from the president of FR saying we want you to enjoy and use your MH and if it ever has to stay at the dealer more than 3 weeks to personally let him know and he will do everything he can to get it back in working order. Unfortunately I can't find our copy right now (!). Perhaps someone else can post a copy of their letter. In any event, letter or not, I would promptly send all the details directly to FR's president and demand that it get resolved immediately so you can use your RV again.

3. If the door has to be removed as requested, that does NOT mean your trailer has to sit at the dealer. You can easily install a temporary, expand-and-tighten shower rod and shower curtain and use your trailer until the dealer needs to work on it again. When they are ready to install the door, you can insist it not sit there for weeks. You are within your rights to insist they tell you exactly what day they will work on it and bring it in that day or the night before, and pick it up when done. If they are not going to work on it until April 15, there is no reason to bring it in on April 1 and let it sit there. "Dead time" at the dealer serves no one, not even them.

4. Good luck!!
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