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Old 09-21-2016, 06:05 AM   #11
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I know this will be a silly question, but how do you actually speak to someone in FR customer service? I have not been able to use our Jenssen stereo surround sound system, or the TV in our new Forrester MH. Fuming on another trip looking at these pretty new electronics that are all show. I end up using my AT&T data on my ipad for entertainment. At least the refrig, stove and micro work so we can eat!
I did a search on this forum and found a Forest River chart that listed all of the customer service reps for each product line FR services. I found the one for Rockwood and sent them an email. The person emailed back the same day and said they were NOT the right person. It had changed and redirected me by courtesy copying the new contact. A few emails after that I had my new speaker in the mail. It is now sitting in my camper waiting for some freetime.

Good luck!

Marty
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Old 09-21-2016, 06:06 AM   #12
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Originally Posted by ToniandSal View Post
I know this will be a silly question, but how do you actually speak to someone in FR customer service? I have not been able to use our Jenssen stereo surround sound system, or the TV in our new Forrester MH. Fuming on another trip looking at these pretty new electronics that are all show. I end up using my AT&T data on my ipad for entertainment. At least the refrig, stove and micro work so we can eat!
Did these items work when you purchased during the PDI?
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Old 09-21-2016, 07:18 AM   #13
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Did these items work when you purchased during the PDI?
The PDI did not include any dashboard or interior electronics overview. I was told to read the manuals. Pretty much standard treatment being a woman. I have read all the manuals, but I still can't get them to work. TV goes on most of the time, but doesn't set-up. Stereo system only has lights, nothing works at all. I figured I was just stuck with it, because I don't want to pay to have them replaced. Cheaper to add data for my ipad! Still, stereo to play CDs would be nice. Otherwise it's a great MH.
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Old 09-21-2016, 09:31 AM   #14
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Originally Posted by ToniandSal View Post
The PDI did not include any dashboard or interior electronics overview. I was told to read the manuals. Pretty much standard treatment being a woman. I have read all the manuals, but I still can't get them to work. TV goes on most of the time, but doesn't set-up. Stereo system only has lights, nothing works at all. I figured I was just stuck with it, because I don't want to pay to have them replaced. Cheaper to add data for my ipad! Still, stereo to play CDs would be nice. Otherwise it's a great MH.
You should have insisted that they show you or at the very least that everything worked! I also don't think being a woman has anything to do with it, anyone can be taken advantage of if you let them.
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Old 09-21-2016, 10:12 AM   #15
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You should have insisted that they show you or at the very least that everything worked! I also don't think being a woman has anything to do with it, anyone can be taken advantage of if you let them.
IMO women are generally treated different. I have seen many instances where a man called and got a different response from the same department(maybe person). I have worked for the public for 35 years. I tend to try and help women as much as or even more than men. Generally the products I sold the women knew less. Automotive replacement parts business(NAPA) and 10+ years in industrial pipe, valves and fittings. My first 1 1/2 years in grocery store(women definitely more knowledge there).
If a customer wants to shake your hand after you serve them...you did well.
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Old 09-21-2016, 10:52 AM   #16
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I'm glad that you're happy to get the parts shipped to you, but that's a big savings for FR and does nothing to help the lousy dealer network that we have to live with.

Don't get me wrong, I would be happy, too, not trying to rain on your parade. However, your dealer just lost out on billable work, and would likely not be too happy to know that FR was not protecting the dealer network. I'm guilty too, Dometic sent me a toilet and I put it in when my trailer was still under warranty. My mom and pop dealer probably would have liked to be paid to put it in, but I agreed to do it.... then the SOBs charged me an up-charge for the porcelain pot.

This sort of stuff will only lead to a further decline in the level of service in the RV industry. Slippery slope, IMO....
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Old 09-21-2016, 11:15 AM   #17
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I'm glad that you're happy to get the parts shipped to you, but that's a big savings for FR and does nothing to help the lousy dealer network that we have to live with.

Don't get me wrong, I would be happy, too, not trying to rain on your parade. However, your dealer just lost out on billable work, and would likely not be too happy to know that FR was not protecting the dealer network. I'm guilty too, Dometic sent me a toilet and I put it in when my trailer was still under warranty. My mom and pop dealer probably would have liked to be paid to put it in, but I agreed to do it.... then the SOBs charged me an up-charge for the porcelain pot.

This sort of stuff will only lead to a further decline in the level of service in the RV industry. Slippery slope, IMO....
I get it. To me right now it is related to how much time do I want my TT sitting in my dealers lot vs in mine. Replacing a stabilizer jack and motor is something I want them to do. Replacing a speaker on the outside where I can see 4 screws and some dicor is something that I can do during some down time at a campground. That's just me though.

Marty
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Old 09-21-2016, 11:29 AM   #18
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I get it. To me right now it is related to how much time do I want my TT sitting in my dealers lot vs in mine. Replacing a stabilizer jack and motor is something I want them to do. Replacing a speaker on the outside where I can see 4 screws and some dicor is something that I can do during some down time at a campground. That's just me though.

Marty
Marty, I'm not judging you by any means, I have done the same thing. If I owned an RV dealership, though, I would not be happy that FR was sending pieces and parts directly to my customers bypassing my opportunity to make money. What's next, direct sales? And will FR pass along the dealer profit to the consumer?

Not trying to preach.... just something that crossed my mind.

John
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Old 09-21-2016, 11:31 AM   #19
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Marty, I'm not judging you by any means, I have done the same thing. If I owned an RV dealership, though, I would not be happy that FR was sending pieces and parts directly to my customers bypassing my opportunity to make money. What's next, direct sales? And will FR pass along the dealer profit to the consumer?

Not trying to preach.... just something that crossed my mind.

John
John, No worries at all. I was just giving you my own mind set. I think you have a great point.

I can always use a good preaching

Marty
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