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Old 06-17-2014, 06:06 PM   #1
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defective couch cushion

We purchased a new 2013 HW296 less than two years ago. It has the front couch that makes into a bed. Me and my wife have only used our camper maybe 4 times total. We noticed that the Back cushion has a defective spot in the material. The thread is coming loose,right where your back would rest. I contacted TerryTown in Grand Rapids Michigan to tell them about it. They told me it was out of warranty, but they would contact the factory to see if they would fix,or replace the cushion as a goodwill jesture. I sent the dealer three photos showing the cushion problem. I got an email back from the dealer today telling me that the factory, and Flair the people that made the cushion material,denied my claim,no reason given other than it is out of warranty.I can't believe that they would not make an exception seeing how little use the camper has had. I am only writing this to let other perspective Flagstaff buyers no that Forest River is not at all willing to give you the customer service in order to keep you coming back. Me and my wife are thinking about replaceing the HW296 with a new Travel Trailer soon. I will not be considering any of the forest river brand. Nor will I deal with TerryTown RV. I ask the dealership if they would supply me the cushion, and I would install it my self. I guess the factory, and the dealer don't care if you buy from them again. Maybe forest River will end up going the way of Hi-Lo and Coachman,and others because there is not service after the sale
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Old 06-17-2014, 06:18 PM   #2
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Can you post a picture of the back so we can get an idea of the problem.
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Old 06-17-2014, 07:19 PM   #3
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How to post

I have never posted a photo before. How do I do that
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Old 06-17-2014, 07:29 PM   #4
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Go to the search section and search on posting photo and you will find instructions. Bottomline, you have to go to advanced when posting reply, then attach photo.
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Old 06-17-2014, 07:36 PM   #5
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Forest River owns Coachman....

More seriously though, a warranty is a warranty. Not standing up for FR and have no idea who the dealer is, but they do put a time limit on a warranty for a reason.
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Old 06-17-2014, 08:05 PM   #6
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cushion photo

I realize that there is a warranty. But a cushion only used 4 times camping. especially a back cushion should hold up better. Some time the factory should do right by the customer. It's called customer service. I certainly didn't buy a cheap camper. If there product isn't any better than that why would anyone want to buy there product. I am just sharing my opinion with you.Some folks will just say ok,thats the way it is. Not me. The right thing for forest river to do would be to replace it,as a sign of customer service.
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Old 06-17-2014, 08:23 PM   #7
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Go to Goshen Rally! I had a small tear on a seam on one of my couch cushions, and Forest River replaced both cushions free of charge. I'm not doubting you, but I would just about bet that every person looking for a warranty claim after their warranty was up, has used the phrase, "We only used it a couple times".
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Old 06-17-2014, 08:26 PM   #8
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That's a broken thread/chord in the weave. On the right side (pic 1) it appears something was "jabbed" into the fabric, where the round hole shows the stuffing, causing the unraveling.

Did you ever store anything on that sofa while in transit? Has anything ever tipped over/been dropped on to that sofa?

How long ago did you notice this?
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Old 06-17-2014, 08:29 PM   #9
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I feel your pain and if I owned either the manufacturing company or the RV dealership, I would replace the cushion as a good faith action.
That said, I'm afraid I also understand their position. It gets down to where/when do they draw the line? Should they feel obligated to replace the cushion after 5 years if the RV has been used only 6 times? 4 year old RV used 3 times?
Like I said, I'd replace it for you, they decided not to. They must have hundreds of "gray warranty" requests every year and bending the "warranty time rules" can cost them 100's of thousands of $$$$$! It's a business and tough decisions must be made every day, sometimes we, the customer, come out on the short end of the stick. And we, the customer, have the liberty to take our business elsewhere when we make the next purchase. Best of luck, sorry for your bad experience.
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Old 06-17-2014, 08:29 PM   #10
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What is the time after the warranty runs out that goodwill stops? One, two, three, four, etc., years? Just playing devil's advocate.


However, I agree it is probably defective. The cushion on my trailer has been sat on hundreds of times by me and probably three times that by a 100+ pound dog with some large claws. And so far only a few small snags.
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