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Old 01-11-2011, 08:21 PM   #1
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Thumbs up Prime Time's Customer Service

Fellow FRF memeber crocus recently started several threads where he found places on his unit that he felt needed additional caulking. I found his posts very insightful, so I started checking my tt out to do the same. Of course a disscusion came up on the proper caulk to use.
I needed to contact Prime Time on another issue so I thought I might as well ask them what caulk they rcommended. Brandon York, a Prime Time service tech, called me the next business day and we discussed what I was wanting to do and what caulk would be best to use. He insisted that he send me 2 tubes of the same caulk they use when building the trailers as well as 2 tubes of Dicor for the roof for future maintenance. I explained to him I wasn't looking for any freebies, just wanted to make sure I was using the correct caulk and that I was willing to pay for it. He stated that customer satisfaction was a priority at Prime Time and they are willing to do anything within reason, which includes sending me the caulk I need.

It seems too often we, myself included, are quick to complain when we think we are wronged and it's not often enough we give credit to those who deserve it. I won't go as far as saying I feel lucky that I have a manufacturer that is willing to stand behind their product and are willing to satisfy their customers because I feel that should be the norm. But I feel I should at least be as willing, or actually more willing, to acknowledge those that are trying to do their job correctly. In this case I do feel they are going above and beyond by sending the caulk I need at no charge.

I also won't go as far as saying that Prime Time makes a better trailer than anyone else, but so far I am very satisfied with mine. I will go as far to say their customer service has been second to none.

Thanks to Brandon York and Prime Time.
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Old 01-11-2011, 08:49 PM   #2
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Sounds like fantastic customer service to me...hope if I need to that my Surveyor will get me the same service.
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Old 01-12-2011, 12:26 AM   #3
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Sounds like fantastic customer service to me...hope if I need to that my Surveyor will get me the same service.
Hope you won't need to, but if you do I hope you and everyone else as well, receive the same service I have.

I actually had about a 20 minute converstion with Brandon. He explained that they have caulked all neccassary areas, but understood my concerns and even gave some suggestions. I appologized for being a pest with such a minor issue and he said, "It's no problem. Feel free to call him if I have any questions at all about anything." He said it's his job to help and they want to make sure that their customers are satisfied with their trailers.

I actually emailed them to thank them for some drawer guides they had sent me when I asked about the caulk. I had 1 kitchen drawer that was hard to open and shut. After I emailed them I had the new guides within a week, free of charge of course.

Really nice guy and easy to talk to.
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Old 01-12-2011, 11:41 AM   #4
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I can say the same thing about Cardinal. I've found that they go out of their way to be helpful. It must be in the Forest River culture.
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Old 01-12-2011, 12:40 PM   #5
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I can say the same thing about Cardinal. I've found that they go out of their way to be helpful. It must be in the Forest River culture.
That's great to hear.
Several people have posted that a dealer's and manufactuer's response to problems is a big factor when choosing what brand and where to buy. Hopefully this thread and others like it will help anyone who is in the market and hasn't decided on brand or dealer yet.
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Old 01-12-2011, 05:06 PM   #6
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What is the caulk they use.
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Old 01-12-2011, 09:39 PM   #7
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What is the caulk they use.
I was just gonna ask the same question!
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Old 01-12-2011, 11:03 PM   #8
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When I told Brandon that I would purchase the caulk just let me know the brand name, he insisted that he send it to me and never told the name. When I get it I'll post on here what it is.

I do know that the roof caulk he's sending is the Dicor Self Leveling Sealant. I told him I have about ¾'s of a tube, but he said he'll still send a couple of tubes of that as well.
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Old 01-14-2011, 05:51 PM   #9
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Received the caulk today. 2 Tubes of Dicor Self Leveling Sealant for the roof and 2 tubes of TremPro 644 RTV Silicone.

It's made by TREMCO and they have 2 addresses, one in Ohio and one in Toronto. It states applications are for wood, porcelain, glass, metal, granite, corian and electrical insulation.

This is the caulk that Brandon York said Prime Time uses when building the trailers.
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Old 01-17-2011, 05:19 PM   #10
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The dealer installed my equalizer hitch link plates too tight and the two outside link plates bent bringing the trailer home. I did the same thing as OP, wasn't looking for handouts, but Dan (customer service rep at Progress Manufacturing) sent me two new brackets for free anyway. I took it apart and installed it properly and haven't had a problem since. Thanks to Dan and Progress.
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