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Old 03-19-2020, 08:53 AM   #1
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Hats Off to Rockwood Customer Relations

Last month a
I posted a thread asking question on my 2018 Rockwood 8289ws entry door with no tension. I found out hinge was broken and need replacement. Well John Fry from Rockwood-Flagstaff Customer Relation read my thread and answered my question. I found out door was no longer under warranty and replacement would be my expense. John then advised me than Rockwood Customer relations would send me a new hinge at no charge to me. John then followed up stating that they could not get a new hinge from the manufacture and would be sending me a complete new door assembly. Cost of the door assembly was billed at $669.00 with no charges to me. Shipping was no charge also 80 lbs. delivered to my door. Great project for me to install the new door especially now that I am sheltering at home. I would like to thank Rockwood-Flagstaff Customer relations for going above and beyond my expectations and great service. I feel my 8289ws Signature Rockwood quality is as good as their service. Thanks again John Fry. Happy Camper Lou Mastronardi.
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Old 03-19-2020, 09:46 AM   #2
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that is what keeps sales and return customers.
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Old 03-19-2020, 10:58 AM   #3
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Old 03-19-2020, 11:05 AM   #4
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Good for you and good for them to help out. Have the same unit as yours.
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Old 03-19-2020, 01:30 PM   #5
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Always great to hear good things about Rockwood and Forest River. Thanks for updating us. We have a Rockwood Signature 8282.
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Old 03-19-2020, 01:49 PM   #6
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We have a Rockwood Signature 8299BS that had developed a crack in the driver side sidewall below the bedroom slide. After contacting our local dealer, who contacted Rockwood, we received a call from Rockwood that our problem would be fixed at their cost and if we had any other concerns or problems, to list them on paper and they would be fixed also.
Our coach went back to the factory, all 12 problems were fixed ( the entire driver side sidewall replaced with new), and the coach delivered back to our dealer in 3 weeks. Everything was taken care of or replaced beyond our satisfaction. Amazing customer support.
Would recommend Rockwood products to everyone. 5 out of 5 stars.
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Old 03-19-2020, 03:00 PM   #7
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Lots of good people back there. Glad they helped you.
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Old 03-19-2020, 04:29 PM   #8
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This is nice to hear. So often, we toss brickbats at the FR divisions; a bouquet is well-deserved here.

My next trailer will be, more likely than not, a Rockwood
(or maybe a Flagstaff...)
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