Forest River customer service didn’t meet expectations

[14apex]

" If I had hit something I would have thought about legal ramifications against them for not supplying needed info."

What would be the "legal ramifications" had they told you exactly where they "thought" the plumbing and wiring was & you'd drilled into causing damage or injury? Maybe it's reasonable to expect every manufacturer to keep & share forever a detailed schematic (assembly photo album?) of every unit ever made and sold? It would be simpler if their assembly line was automated and disciplined similar to the automotive industry...but, it just isn't. It's understandable that you're frustrated with what seems to be stonewalling on their part (I'm sure that I would be, too, BTW ), but keep in mind that they probably have more lawyers on staff by far than "customer service reps" and the lawyers dictate what can and can't be shared...due to "legal ramifications".

[MCTroy]

Love Brooke at Forest River with her prompt helpful replies. In fact, this forum and FR service are the reasons we wont look elsewhere when we are ready to trade. And if course the rallies!!

[PatP]

We, too, have had great customer service with both our dealer, International RV, and with Forest River customer service. It will keep us coming back. Love the rally too. So sorry you didn’t get a reply. That would be frustrating.

[BandJCarm]

Originally Posted by SeaMSea

Contacted them 3 times, phone call back with about 24 hours. Was doing some mods and didnt want to hit a wire or pipe so asked was there anything behind this wall. We cant supply this info was the response because of legal ramifications. all three calls were the exact same response, one call was asking where the wiring was so I could have an EMS installed, the other was about finding out if something was behind a wall as I was adding shelves. No dont do it or it is fine every time it was we cant supply that info. Well Hell I purchased the trailer so I should know where wiring is or plumbing is. I know that at my house. put mildly they SUCK. If I had hit something I would have thought about legal ramifications against them for not supplying needed info. THere should be schematics but they say each TECH runs wires and plumbing differently so there is no one set path. Hell that should be a requirement. Sorry for the rant but I wont ever buy another one and expect help. My Rockwood Mini is great so I would probably go that path again with little expectations of help outside my dealer.

But that's what many of us have been saying all along. Buy from a dealer, then don't go back.


It's that simple.

Worrying so very much about warranty, or whether the Dealer will fix piddling things, is a waste of time 90% of the time. Some are good, but most aren't.



I prefer to live with the very flawed model.......it gives me a flawed trailer that I have finally fixed, with all the amenities that I want, and once fixed it serves my purposes very well.

I admit......I ranted at the Warranty Manager too. Then I figured out how to get their help, and I got it, in spades. But I can't expect that to continue forever. Flawed or not, it was my choice to buy it and I have to enjoy it and use it, or take up golf. (I suck at golf).

[SeaMSea]

My beef is I tried to get help so I didnt drill into something. I think the expectation of knowing where wiring and plumbing in your home should be a given. Do you not now were in your house that is???? Dealer is great as I stated. nothing in your post shows you read mine just responded to it. Sorry I ruffled your feathers. and yes I can fix anything in my trailer

Originally Posted by BandJCarm

But that's what many of us have been saying all along. Buy from a dealer, then don't go back.


It's that simple.

Worrying so very much about warranty, or whether the Dealer will fix piddling things, is a waste of time 90% of the time. Some are good, but most aren't.



I prefer to live with the very flawed model.......it gives me a flawed trailer that I have finally fixed, with all the amenities that I want, and once fixed it serves my purposes very well.

I admit......I ranted at the Warranty Manager too. Then I figured out how to get their help, and I got it, in spades. But I can't expect that to continue forever. Flawed or not, it was my choice to buy it and I have to enjoy it and use it, or take up golf. (I suck at golf).

[BandJCarm]

I meant no ill will.

As to your example, I don't have the slightest clue where the electric wires are, at least not exactly, in my house. I can surmise that there are wires somewhere close to an electric receptacle. But between it and the next one, I don't know how high the wires go through the studs.


Not sure I can agree with that analogy.

But you didn't ruffle MY feathers. However, I DID read your post.

[SeaMSea]

Post had nothing to do about a warranty or a problem with my dealer.
Dealer is one of the best I could have bought from. I asked them for info that should be supplied to owners. I never said the trailer was crap nor asked for something that the dealer could have supplied. Only Forest River Rockwood Mini Lite factory could supply want I wanted. I like the camper and we only had the kitchen sink fall out but we were on hour from dealer and went back and they fixed it. no brackets holding it up only silicone. no other issues so far.

Originally Posted by BandJCarm

I meant no ill will.

As to your example, I don't have the slightest clue where the electric wires are, at least not exactly, in my house. I can surmise that there are wires somewhere close to an electric receptacle. But between it and the next one, I don't know how high the wires go through the studs.


Not sure I can agree with that analogy.

But you didn't ruffle MY feathers. However, I DID read your post.

[micro_jul]

When I bought my MicroLite last summer, the fresh water tank started leaking. It was a hole where the waterline had pulled a 2 inch piece of the water tank out. I was taking the trailer across the country in a week. The dealer said it would take three to four weeks for me to get a new tank. However the technician gave me the number to FR and said they respond faster to customer requests. I talked to Fred Yorder, at FR and he had a tank delivered the next day!

[ArkRVHog]

Though I'm still new to the RV world (about 1.5 years now) I have quickly learned that the manufacturers quickly pump out product and expect the dealer and ultimately the customer to figure out any issues. Plus parts change so often and there doesn't seem to be any tracking by VIN of exactly what components/name brands went into each unit. And once it gets a few years old (not to mention 10+ like your unit) good luck to you.

I will say that my fabulous dealer (Moix RV in Conway, AR) got Forest River tied into a support email about a month ago and the FR rep did pursue a response for me that was complete and helpful.

This forum is an incredible tool as you know.

[pkmkaz]

Originally Posted by BandJCarm

Calling the manufacturer for help with repair is sort of like calling General Motors for help with a Buick you bought used from a guy down the street. Seems same thing to me.


Technically, Forest River doesn't manufacture anything. They own various Divisions that do. Those Divisions sell to Dealers, who sell to you. Besides, in recent years, all Divisions of Forest River have basically been told to send customers to their Dealer for parts or assistance.

Couldn’t have said it any better myself!

[SQROOT]

Like any other manufacture of an end item, be it GM, ford or forest river, they only integrate parts from various suppliers. As the end manufacturer, they get the calls when things aren't right. So I really do not know how much forest river actually makes, but a lot is integrated at the factory from other sources.