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Old 03-05-2016, 01:43 PM   #101
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we can't really beat up on these guy's, the whole thing is QA, when you have experienced people who know the RV build checking every aspect of the build (when needed) and where needed, then you can eliminate most if not all of chances of problems, and people who are in charge of a line know who needs help and who needs watched, I have run large jobs and knew who I could leave alone and who I had to keep a eye on, not that they were bad workers, just some have to need a little more direction than others, and you have to find out what peoples strengths are and what there capable of doing, I just want what was wrong when I bought my coach, (I can fix small easy stuff), and because my cabinets have bubbled because it is covered with picture paper, I am just afraid that down the road what ever cause it to bubble will happen again, I know it is cheaper to use picture paper, but down the road it just hurts the consumer, down the road, and the next time I will have to look at replacing it with real wood, or replace it before it happens again, it was probably caused by changing temps, maybe, but not everyone can afford to keep their coach in a controlled environment
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Old 03-05-2016, 01:49 PM   #102
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As a single female RV owner, I have been forced to become a lot handier than I ever had wanted to be. This said, coming from a person who has worked with my hands a lot turning fixer homes for 37 yrs. and a professional artist. My frustration is I spent a lot of money on an extended warranty. My Solera is my first RV. Forest River doesn't have enough service providers and every little apptmt. takes weeks to get in, even off season like now. It's a huge hassle to get the ongoing repairs taken care off. I still love my Solera; 17,000 miles I've put on it in less than two years.
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Old 03-05-2016, 02:00 PM   #103
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yea sir, my real problem is the dealer lack of speed to get things done, of coarse they have a lot of sales going on about every month, they want more sales, but they don't understand or care that if those that are take care of after the sale, then when and if they decide to upgrade, they are SOL, and people will take the money else where, as far as those that I have talked to at FR, they have helped and have gave me permission to do things , and then paid for it, great service and great guys, I wished I was closer I could have taken it back and have the factory fix it right the first time,,,

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We get detailed feedback from our service centers/dealerships. If we are having issues with a dealer getting service we normally hear from the customer through numerous forms of communication; one of them being here.
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Old 03-05-2016, 02:13 PM   #104
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I am not an MBS owner so I apologize for butting in, however, my comments probably apply.

I think there is a big difference from factory to factory. My TT is very well designed and the core components were chosen and assembled well, unfortunately, the final assembly people at the Harrisburg Oregon factory have some room for improvement. It is a little frustrating that people complain about needing jobs and when Forest River resurrected the old Monaco plant they come to work with bad ethics. There were problems that were concealed by the assemblers; I had rips in the heating ducts, a tear in the slide roof with a piece of Everbond over it, a bedroom wall not even attached, all p-traps loose, screws driven in sideways with the slots stripped and the list goes on.

Perhaps their upper management is putting too much emphasis on speed rather than a balance between speed and quality. After I brought my TT in for a brand new slide roof and all the other repairs it cost them much more than taking an extra 2 hours on the assembly.

In summary, all these people are human beings and probably make less money than most of us so it is hard to criticize too harshly. However, I wish people cared more about the quality of their work. I take a lot of pride in my craft and give many more hours than I am paid for if I make a mistake that needs corrected.

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Old 03-05-2016, 03:27 PM   #105
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I live in the Eastern Sierras near the CA/ NV stateline. I'm 45 min. from east gate of Yosemite and there are literally more than15 campgrounds within 1/2 mi. Of my home. Most of my community owns a RV. I travelled to the Los Angeles region where Forest River has only one authorized service dealer( they blew up my engine last year on an oil change- very first service-one year new! They claimed it was their best tech working on my Solera. I'll NEVER return to Barber RV again!) I end up traveling north 160 miles to Reno, NV. Where they are also reluctant to do warranty work, and only off season. It is very frustrating that I had no idea when I purchased my Forest River that finding service would be so difficult.
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Old 03-05-2016, 03:40 PM   #106
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I live in the Eastern Sierras near the CA/ NV stateline. I'm 45 min. from east gate of Yosemite and there are literally more than15 campgrounds within 1/2 mi. Of my home. Most of my community owns a RV. I travelled to the Los Angeles region where Forest River has only one authorized service dealer( they blew up my engine last year on an oil change- very first service-one year new! They claimed it was their best tech working on my Solera. I'll NEVER return to Barber RV again!) I end up traveling north 160 miles to Reno, NV. Where they are also reluctant to do warranty work, and only off season. It is very frustrating that I had no idea when I purchased my Forest River that finding service would be so difficult.
An endless story.
Maybe it's time for Forest River to take a new, daring, and dramatic step. Owned and operated service centers. Just think of the possibilities. Just think of the potential.
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Old 03-05-2016, 05:05 PM   #107
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Don't think I'm the only unhappy one on the forum

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See previous post for comments to my superiors.



What have been your issues with our servicing dealers or customer service?



From my end it, Brian and I do a great job here on the forum providing service to people in and out of warranty. I've spoken to several members here via PM, Email, Text to walk them through issues, help them with mods, and direct them to the right service rep or center.
I would prefer not to rehash old problems I experienced - I did so on this forum at the time. But since you asked, I will give you the highlights.

We were on our first long trip and camping at EAA Airventure in Oshkosh, WI. It's boondocking, as hookups are very limited. The generator would not take a load. I called CoachNet for help. They could get me help, three days later and 100 miles away. We would be gone in three days. Finally got a hold of a human at Forest River. He promised he would get back to me right away. Three days later as we were driving home I get a voicemail suggesting I take the MH back to the selling dealer (in Michigan -we live in Florida and Georgia).

Once back in Georgia I try to make an appointment for service - we had a small list (besides the broken generator). Dealer recommended on the FR website for our zip code won't service our MH since we did not buy from them. The second dealer was a month out - since they wanted to be sure they had a tech available to work on our unit. A month after they got the MH, they fixed one item - a generator tailpipe that had separated at the slip joint, dragged along the road, got beat up and damaged the clamp. They re-used the beat up tailpipe and clamp. And this took a month!

Nobody, not Freightliner or Mercedes or the FR dealer can balance the tires. Guess they don't want to invest in the Haweka adapter for the Sprinter wheels.

The MH is out of warranty now and I fix everything myself. When I'm on the road, I'm not sure how we will deal with it.

And you wonder why I am not satisfied with FR?
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Old 03-05-2016, 05:37 PM   #108
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Buy local! I have no problems having my dealer service my Rv.
There's weekly threads about driving half way across the country to save a couple grand.
Was it worth it? Sounds like it bit you in the butt.




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Old 03-05-2016, 06:02 PM   #109
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Again, feedback to Mr. Clemens and Mr. Cavitt is one thing, detailed information directly to FR to close the loop on QC is quite another.
Why would you assume that feedback to Mr. Clemens or Mr. Cavitt isn't direct to FR.

I hold staff meetings weekly and in those staff meetings we have a representative from each and every department. Service will provides details and pictures on any repetitive warranty items directly to production, I will often print forum posts or threads that we feel may affect us...even if it's not directly related to one of our products (for example, complaints about other products so that we can avoid the same vendor part or issue).

In over 4,000 posts I think I am pretty respectful of those that are respectful. The only time I ever take issue is when someone tries to paraphrase or summarize my comments. I think my comments can stand on their own for all to interpret. If clarification is ever needed, most people ask for additional details.

And as for "reading our experiences and then telling us basically why we are wrong". My exact comment was "No doubt that every mfg can do better and I can guaranty that it is a focus of this division"

At no point did I tell anyone they are wrong. My posts simply try and explain all sides of a situation. Sometimes knowing how and why things are the way they are can help all parties involved. Having a background in engineering, purchasing, production, quality control, sales and of course experience as a consumer I have a unique perceptive to how all these things piece together and affect one another. All I have ever done in all my posts is try and share that, to give a peek behind the curtain so to speak.
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Old 03-05-2016, 06:08 PM   #110
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Buy local! I have no problems having my dealer service my Rv.
There's weekly threads about driving half way across the country to save a couple grand.
Was it worth it? Sounds like it bit you in the butt.
I paid a couple thousand dollars more than I could have by buying my Windjammer local. I felt the convenience of having my dealer only three miles away from my seasonal site, and them having a couple of mobile RV techs was well worth me not trying to haggle them down to the lowest possible price, or for me to drive an additional five hours away to get the exact same thing for a couple thousand dollars less.

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Old 03-05-2016, 06:17 PM   #111
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Really?

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Originally Posted by Kenny kustom View Post
Buy local! I have no problems having my dealer service my Rv.
There's weekly threads about driving half way across the country to save a couple grand.
Was it worth it? Sounds like it bit you in the butt.




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What bit me in the butt was my apparent unreasonable expectation that warranty service would be available when I was on the road 1000 miles from home. Or maybe you are suggesting not to venture far from home during the first year so you can get warranty service by your local, selling dealer.

I guess I could have paid full MSRP - which was what I was quoted by the local dealer with the lousy service. I'm sure they would have helped me out when I was in Wisconsin with a broken generator because I paid $35K more than I should have.

As I said, it's out of warranty now, I've learned my lesson and I no longer have any expectation of anything from FR.

As to the comments that indicate complaints and warranty issues are fed back to the factory - that's great. Future FR buyers will get a far superior product and service.
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Old 03-05-2016, 06:24 PM   #112
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"A company truly interested in continuous improvement would also seek out their customers for feedback. I don't see that from FR."

http://www.forestriverforums.com/for...eps-84313.html

http://www.forestriverforums.com/for...erc-84670.html

http://www.forestriverforums.com/for...ter-86164.html

http://www.forestriverforums.com/for...ter-90473.html

http://www.forestriverforums.com/for...ain-80450.html

http://www.forestriverforums.com/for...sis-41615.html

http://www.forestriverforums.com/for...lor-74831.html
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Old 03-05-2016, 06:36 PM   #113
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Wonderful!

Mr. Clemens,

We are going to just have to agree to disagree. I'm weary of this back and forth. Clearly, I am unable to convey my disappointment in FR and the dealers I have been exposed to.

I will spend my time fixing and modifying my MH, rather than bothering you.

My point was that FR never actively sought out my opinions nor solicited feedback on the warranty service I received. Last time I took my Honda in for warranty service, I heard both from American Honda and the servicing dealer via phone call and email survey.

I know I won't change your opinion and you haven't changed mine.
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Old 03-05-2016, 06:50 PM   #114
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Mr. Clemens.

There is no need for you to defend yourself.

I have never seen any kind of factory reps contribute to a forum as you and josh do.

Keep up the good work, and remember. You can't please everybody.


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Old 03-05-2016, 06:52 PM   #115
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My choice was to buy locally a used model with no warranty, or buy out of state; new w/ a warranty for the same price. I chose to travel and saved $38,000. off the retail price, no small change there! Ps- there are no dealers less than 135 miles away.
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Old 03-05-2016, 06:58 PM   #116
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The coach I am looking at now, is a 30 hour round trip away. That is the closest dealer ( while still staying in Canada)

I have checked with the 3 local FR dealers, and all will warranty my unit.

I guess it helps, that snow tends to put a damper on most Rv business.
Warranty work is what keeps them open for the other 8 months of the year.


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Old 03-05-2016, 07:13 PM   #117
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Mr. Clemens,
If I could design a new Sprinter:
It would have the option of dual pane windows.
Windshield and side window shades/ blinds.
A better drape between cab and coach w/ better thermal, opacity and full length to the floor.
Optional: rear bumper motion sensors w/ on/ off switch for towing.
Corner bed model: small shelf/s for drinks, phone, remote, etc...
Bathroom: shelving or cabinet over toilet for extra storage.
Exterior: some kind of hooks for tying out dogs. How about some kind of roller line that expands ?
Sprinter seats with lumbar & heat would be great.
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Old 03-05-2016, 07:51 PM   #118
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I am unable to convey my disappointment in FR and the dealers I have been exposed to.

My point was that FR never actively sought out my opinions nor solicited feedback on the warranty service I received. Last time I took my Honda in for warranty service, I heard both from American Honda and the servicing dealer via phone call and email survey.
I am not attempting to change anyones mind, but when I see very broad blanket statement, I feel the need to set the record straight before someone else reading these forums takes them as fact.

Now, having said that, maybe I should have asked for more detail in the first place. You have now clarified that it's not that FR does not seek out feedback, but that they did not seek out feedback when it came to your warranty service. Maybe its "potatoes, potahtoes" but the clarification does help. Unlike the automotive industry, most things like that are handled at the dealer level. However, who watches the watchers? Maybe a direct to consumer feedback form after service appointments would be beneficial. I will say, every retail customer should receive a welcome letter with a statement similar to this...

"We are committed to providing you the best possible ownership experience. Routine maintenance and service will ensure ongoing reliability and enjoyment of your coach. So, if you should ever need assistance from a Forest River authorized service center, we request that you contact us directly if you have questions regarding product safety, any issue that is not resolved to your satisfaction, or if your coach has been at a service center beyond five (5) business days. Timely notification allows us the opportunity to expedite your service experience and avoid unnecessary delays. You can reach the Service Department via email at Service-Dynamax@forestriverinc.com or by telephone at (888) 295-7859. "

I have started to include this in the owners manual, just in case they need service before we get the retail registration data.
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Old 03-05-2016, 07:57 PM   #119
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Mr. Clemens,
If I could design a new Sprinter:
It would have the option of dual pane windows.
Windshield and side window shades/ blinds.
A better drape between cab and coach w/ better thermal, opacity and full length to the floor.
Optional: rear bumper motion sensors w/ on/ off switch for towing.
Corner bed model: small shelf/s for drinks, phone, remote, etc...
Bathroom: shelving or cabinet over toilet for extra storage.
Exterior: some kind of hooks for tying out dogs. How about some kind of roller line that expands ?
Sprinter seats with lumbar & heat would be great.
I doubt you will see dual pane windows due to the weight. If you did see dual panes, they would be the plastic, european style that are showing up on the Transit models.
Cab shades are available though Remis...we are looking to offer those as an option on the Isata. The Isata currently comes standard with the heat shields that sprinter customers have mentioned on this site.
Bumper sensors we have proto-typed. We just don't get a lot of requests for them.
shelving and cabinets, I agree.
Seats would have to come that way and we are looking at adding chassis options currently.
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Old 03-05-2016, 08:24 PM   #120
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Hi all!

My first comment on this topic is that I am impressed that there are 2 FR employees responding. I have been poking around a lot of forums, and have not seen that kind of participation on any other forums. I have seen many posts like this that address negative experiences, and having the manufacturer involved is a plus. I hope that Josh and B.Clemens stay involved.

My antennas are pretty perked up on this topic, as our SunSeeker MBS 2400w is slated to arrive at our dealer (Barrington Motors in Illinois) in the next week. Despite all the negativity in this topic, I will persist in my optimistic approach to this first step on our new RV'ing adventure. Trust me, based on all of the info I have soaked up on this and other Forums, we will check the new baby from stem to stern with the greatest of care. It is no secret that build quality is problematic in this industry... Every forum on just about every brand has lengthily topics such as this. But the more constructive (and ultimately more interesting) topics deal with specific problems & the creative solutions that forum members can offer, as well as sharing all the cool things that are happening out there on the road. Hopefully we will fall into this latter category, share our positive experiences, contribute or seek help when problems arise, and approach this "RV thing" as an opportunity learn new things, enjoy new places, and make many new friends.

We will keep you all posted on our experiences. Hope to see you out there!





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