Big Thumbs Up to Forest River Customer Service
We always hear the bad news. Well, here's a story with a happy ending.
Last July, I had trouble with my water pump which was still under warranty. I spoke with RV Wholesalers, where I purchased the TT, and was told to take it to a repair shop near me that is part of RVW's repair network. The repair facility couldn't find anything wrong with the pump and charged me $153 for the work it did. Afterwards, the pump continued to malfunction. Next, I did what I should have done in the first place and contacted Mike Anglemyer, Forest River's warranty rep. I explained the problem to him, including the $153 non-repair bill to fix a problem that didn't get fixed. Mr. Anglemyer said he couldn't help me with the $153 repair bill because they don't pay for troubleshooting, but when I explained that the problem continued, he advised me to take the TT to a FR dealer near me and have them check it out.
The dealer found that a hose from the water pump was pinched, causing the problem and further stated that the pinched hose occurred because of a mistake that occurred at the FR factory during assembly. The problem was fixed, FR payed for the warranty work, but the dealer also suggested that I revisit the $153 non-repair issue when FR, especially since the problem originated in the factory.
I again contacted Mr. Anglemyer and requested that FR consider reimbursing me for the non-repair but heard nothing, despite a second email follow-up in September. I assumed that I was being dismissed and wrote it off to bad customer service. So, imagine how surprised and happy I was today to retrieve the mail and find an envelope from Forest River with a check for $153. I am happy for the reimbursement but even happier that FR saw fit to stand by its warranty and give meaning to the term "customer service". My thanks to Mike Anglemyer for standing on the side of the customer. Thanks to him, Forest River has a customer for life.
I think it's important to share this story with the board and let everyone know how pleased I am with the great service I received from Forest River.
All The Best,