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Old 07-19-2014, 02:06 AM   #1
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Information lacking

I've had a couple of questions about my new Rockwood trailer that I've posted here and in other places, and I have to admit I'm really disappointed on the lack of obvious resources to help. However, this Forum is a life saver because I'm lost otherwise.

But here is my beef:

First, there is a lot of documentation that came with the Trailer, primarily about individual applicances, hardware, etc. Some of it installation manuals. But the general manual that came with the trailer is very generic. It has some information that helps, but it doesn't apply to any particular trailer model. Therefor, you can't actually get any specific information about how things work or where they are When you purchase a $10 item, there is specific information about that model. The manual may cover multiple model numbers, but it usually spells the differences out. So when you purchase a trailer for $30K, you would expect a pretty specific and detailed manual. I purchased a Jayco popup in 2000 that had a very good, manual that was specific and wasn't a single generic manual for all popups.

Secondly, I would expect the dealer to be helpful. When I had the walk through, it was very fast from a "make ready" person that probably doesn't camp. So he didn't go into much detail about how to do certain things. He might have hit on how everything works, but you can't remember it later. So when I emailed the salesman a question about the usages of a unlabeled mystery switch, he at first said he would get back and then when he looked at another trailer and couldn't figure it out, he just passed me off. Forget getting good answers related to towing setup etc...
Don't even get me started on the "Starter Pack" the dealer included to welcome you. It included a really, really cheap sewage hose that reached < 10 ft and didn't make it to the hookup on my first campout. Why even bother. At least if it wasn't included I would have known to purchase one before the trip rather than make a late night run to a Wal-Mart to get a hose. For about $15, it was 10 times better.

Thirdly, you can always call Forest River. I did and found its a good place to ask a few questions, but they are mostly not very helpful either and for questions about using the trailer, they push you toward the dealer.

So thank you for participating in the forum......
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Old 07-19-2014, 02:54 AM   #2
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one, things have changed since 2000.
most RV manufacturers only provide a generic owner's manual anymore.

two, it's up to the buyer to insist on a good PDI. too many buyers get intimidated and don't say anything and drive off with very little knowledge. most dealers simply want you off the lot, once they have your money.
i did a lot of research about this and when we bought ours, i insisted on a thorough PDI. ours was over 2 hours.

three, i agree that FR could provide better customer service phone support.
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Old 07-19-2014, 03:23 AM   #3
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bikendan, I agree things have changed since 2000, but it makes no sense that something you pay so much for has a fairly generic manual.
Frankly, I don't have that many questions, just a couple of items that he may have covered during the walk through, but I didn't retain. I'm not new too this, so wasn't intimidated. I should have written everything down, but when handed the big packet of info, I made the assumption the user manual would be more thorough and that somewhere it was documented.
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Old 07-19-2014, 05:54 AM   #4
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That being true, it's not just rv industry. I have a jeep patriot as a work vehicle. The instructions on how to change a tire are on a DVD. My jeep doesnt have a DVD player. How does that help someone on the side of the road?
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Old 07-19-2014, 06:32 AM   #5
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I feel your pain. Purchased a 2015 Coachmen Chaparral. Have spent countless time on the phone for the last month---Coachmen, Forest River, Lippert, Jensen, etc. Manuals are a joke--going back to dealership today for a new kitchen faucet(spews water everywhere) and a leaking shower door. So upsetting when something brand new has these problems but I know it's common in the rv industry.
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Old 07-19-2014, 09:11 AM   #6
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Quote:
Originally Posted by TravelingTexan View Post
Frankly, I don't have that many questions, just a couple of items that he may have covered during the walk through, but I didn't retain.
As a former mechanic, please allow me to offer a suggestion. Make friends with your dealer's service manager, parts folks and techs. Just hang out and chat at the parts desk. Drop by first thing in the a.m. with a bag of breakfast biscuits for the break room, stuff like that. Let them get to know you as a reasonable person who, on occasion, might need some advice. Be friendly and sincere. You all share a common interest, albeit from different perspectives.
Forget the sales folks and start cultivating the support people. A friendly visit and a bucket of chicken for the lunch room will work wonders.
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Old 07-19-2014, 11:05 PM   #7
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I don't have a Rockwood, but I totally agree with the original post. The documentation is a joke. I tried to find two simple things. 1. What are the recommended jacking points to change a flat tire? 2. What is the manual process to bring in my slide lacking power? Neither is covered in the manual using MY trailer. That is just ridiculous.


Awellis3,

I totally get the playing nice to the service personnel, but you have to be kidding. The manufacturer and brands should have a responsibility to the customers to provide some level of info on the thousands of dollar purchase they made. Pointing everyone to dealers and this forum (while great) is not an answer for CUSTOMER SERVICE. I also don't need to provide lunch for the service personnel unless I am asking for a serious favor. In that case, I would have no problem with it.
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Old 07-19-2014, 11:44 PM   #8
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I don't have a Rockwood, but I totally agree with the original post. The documentation is a joke. I tried to find two simple things. 1. What are the recommended jacking points to change a flat tire? 2. What is the manual process to bring in my slide lacking power? Neither is covered in the manual using MY trailer. That is just ridiculous.


Awellis3,

I totally get the playing nice to the service personnel, but you have to be kidding. The manufacturer and brands should have a responsibility to the customers to provide some level of info on the thousands of dollar purchase they made. Pointing everyone to dealers and this forum (while great) is not an answer for CUSTOMER SERVICE. I also don't need to provide lunch for the service personnel unless I am asking for a serious favor. In that case, I would have no problem with it.
X2. Have we really been reduced to buying bagels for the service department to get what people use to receive in the before time. I say write a letter to the owner, and politely explain with dates, contact responses how they have handled your situation.
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Old 07-20-2014, 12:13 AM   #9
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It would be nice to have a One-Stop shop for RVing knowledge but I can't help but think of RV life before the Internet.

I was lucky because I took my lead from a co-worker that had a RV. She pointed me in the right direction but like a new parent I knew I had new responsibilities along with dealing with the unknown. Hindsight is 20/20 but back then I had no idea about what I didn't know. By asking questions, lot of questions, and doing a lot of reading here and on other websites I gained some knowledge and experience.

I wasn't impressed with the over all quality of the starter pack either I have read where some dealers don't give one at all. Before my first trip I went to Wal-Mart and upgraded the fresh water & sewer hoses. While checking out the RV section I could see the difference with the sewer hose and I took my co-worker suggestion to get a new fresh water hose too.
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Old 07-20-2014, 12:23 AM   #10
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I think you straw manned that a bit far.
A useful manual for the trailers we purchase, yes.
A knowledgeable and helpful dealer staff, yes.
A good responsive manufacturer's customer service, yes.
An all encompassing knowledge base for RV'ing, no one asked for that.
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